항공교통이용자 피해구제계획

Non-implementation or delay of transport by the air transport operator
Loss or damage of checked-in baggage
Over-booking of flight tickets
Delay in the refund of cancelled flight tickets
Inability to board due to not being offered information on the boarding gate or flight number
Omission of air mileage due to the fault of the airline
Expiration of air mileage without prior notice by the airline
Difficulty in boarding the aircraft due to equipment for facilitated mobility not being installed in accordance with Article 2 Clause 7 of the Act on the Improved Mobility Convenience of Transport Minorities

However, exceptions shall be made and no compensation shall be offered for harm or inconvenience that occurred as a result of bad weather, unanticipated maintenance for safe operation of the aircraft, Force Majeure events or connections of the aircraft
Conditions related to aircraft connections :
A delay in the approval from air traffic authorities due to a stand-by for take-off or in mid-air
A delay in the operation of the aircraft due to congestion on the tarmac
A delay in the operation of the aircraft due to measures being taken against terrorism or infectious diseases
A delay in the operation of the aircraft due to issues in the airport facilities
Other causes as recognized by the local air travel authorities

Where to submit claims for damages or inquire on related matters
Email inquiries and claim submissions : [email protected]
Inquiries and claim submissions by post: Passenger Sales Team/ Booking Center, Sales and Strategy Headquarters, 4th floor, 248 Gonghangdaero, Gangseo-Gu, Seoul, Korea
Claim submissions in person : Branch offices of Air Premia at airports throughout Korea(during office hours)
Phone inquiries : +82-1800-2626 (09:00~18:00)
Processing deadline : Notification is sent within 14 days of receiving the application for damage relief (However, in certain circumstances, such as when translation is needed to investigate the case, the notification is sent within 60 days and the reasons for the delay will be noted on the notification form)
How information is provided on the results of the case processing : The applicant can choose between text message or email at the time of filling out the application form.
How to appeal : After receiving notification of the case processing results, the customer can file an appeal by email, including their case reception number and passenger name. The case is then forwarded from the airline to the Korea Consumer Protection Agency.
Roles and responsibilities of the department for grievances and relief
Airport branch Submission of application for relief of damages
Booking center : Reception and processing of application for relief of damages

If the case cannot be handled by the airline or if there has been a request by the customer, the case can be forwarded to the Korea Consumer Protection Agency within 14 days of receiving the application for relief, under the Consumer Basic Act.

Plans for relief and compensation for air transport passengers