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Photo = Yonhap news |
[Alpha Biz= Reporter Kim Jisun] Korean Air is facing controversy after a passenger shared their experience of being downgraded from business class to economy class due to a malfunctioning recliner. The airline defended its actions, stating that the seat change was in line with internal procedures, and that the customer had already been compensated with a fare difference and additional compensation.
On December 12, the passenger was traveling on Korean Air’s Haneda-Gimpo route when they were informed during check-in that only one business class seat remained, and that the seat’s recliner function was broken and might not fully recline. The customer agreed to sit in the broken seat and received their ticket.
However, while waiting in the lounge before boarding, the passenger was told by Korean Air staff at the gate that, according to the airline’s guidelines, they could not allow passengers to sit in the seat with a broken recliner. They were informed that all business and first class seats were full, and they were asked if they would accept being moved to economy class. The airline offered an apology, along with a compensation of 30,000 yen (approximately 300,000 KRW) and the original economy class ticket. The passenger reluctantly agreed, given their tight schedule, and boarded the economy class seat.
In economy class, the passenger received the standard meal and mileage benefits for economy class. Following the incident, Korean Air also provided an additional 200,000 KRW to cover the fare difference, beyond the compensation already given.
While the airline maintains that it followed protocol, the situation has sparked debate over customer service and how such downgrades are handled.
Alphabiz Reporter Kim Jisun(stockmk2020@alphabiz.co.kr)
