[비즈한국] As travel demand recovers with the end of the COVID-19 pandemic and airline usage increases, it has been confirmed that consumer damage relief claims against domestic airlines in Korea surged by approximately 69% last year compared to the previous year. During the same period, passenger traffic on domestic airlines grew by only 16%, suggesting a significant rise in dissatisfied passengers seeking formal remedy relative to the growth in usage.
An analysis by Bizhankook of the Korea Consumer Agency’s damage relief filing data, as presented in the Ministry of Land, Infrastructure and Transport's aviation consumer report, shows that the total number of consumer damage relief claims against domestic airlines reached 1,190 last year, an increase of 487 (69%) from the previous year. This is a sharp rise compared to foreign airlines, which saw claims grow by only 59 (8%), from 771 to 830, over the same period.
Even accounting for the growth in passenger volume, the number of damage relief claims has increased significantly. According to the Ministry of Land, Infrastructure and Transport’s Air Portal System, a total of 92.91 million passengers used domestic flights (departures) and international flights (departures + arrivals) operated by Korean carriers last year, an increase of 13.01 million (16%) from the year prior. This means that for every 1 million passengers, the number of damage relief complaints rose from 9 to 13, a 4-case (46%) increase.
Regarding the types of consumer damage relief claims against domestic airlines, issues involving excessive cancellation fees, refusal of refunds, or delays accounted for the largest share at 705 cases (+69% compared to the previous year). This was followed by 279 cases of transportation failure or delay (+111%), 80 cases of lost, damaged, or delayed checked baggage (+45%), 33 cases of failure to board due to insufficient information (+57%), and 93 other cases (+19%). Among these, claims related to transportation failure or delays saw the highest growth rate.
Complaints filed with the Korea Consumer Agency are essentially consumer grievances that airlines failed to resolve on their own. Under the Aviation Business Act, airlines are required to establish and implement damage relief procedures to protect users from damages incurred during air travel. However, if a case is difficult to resolve within the standard relief period (60 days) or at the user's request, the application is forwarded to the Korea Consumer Agency. Separately, under the Framework Act on Consumers, users can also file for damage relief directly with the Korea Consumer Agency.
Jeju Air089590 received the highest number of consumer damage relief claims. Last year, 197 claims were filed against Jeju Air, an increase of 49 (33%) from the previous year. The number of claims by airline was as follows: T'way Air091810 with 177 cases (+79%), Jin Air272450 with 171 cases (+66%), Asiana Airlines020560 with 156 cases (+84%), Korean Air003490 with 129 cases (+45%), Air Busan with 121 cases (+128%), Eastar Jet with 73 cases (+462%), Air Seoul with 69 cases (+35%), Air Premia with 69 cases (+165%), Aero K with 23 cases (+130%), and Fly Gangwon with 5 cases (-81%).
Claims against the two major national carriers also rose. Last year, damage relief claims against Korean Air filed with the Korea Consumer Agency totaled 129, up 40 (45%) from the previous year, while those against Asiana Airlines totaled 156, up 71 (84%). The number of claims per 1 million passengers also increased: for Korean Air, it rose from 4 to 5 (a 22% increase), and for Asiana Airlines, from 6 to 9 (a 55% increase). The primary types of damages for both airlines were related to ticket cancellations (58 cases for Korean Air, 88 for Asiana), followed by transportation failure or delays (40 and 34 cases, respectively). Notably, the number of claims related to transportation failure or delays for both airlines was the highest among domestic carriers, following Jeju Air (45 cases).
An official from the Korea Consumer Agency stated, "With the increase in air travelers following the surge in travel demand last year, the number of related damage reports is rising. In most cases, these are consumers who had already filed complaints with the airlines but failed to resolve the disputes. The most common type of complaint involves disputes over refunding cancellation fees; because air tickets are a sector where high cancellation penalties are charged compared to other goods, it is difficult to narrow the gap in opinions between airlines and consumers."