ASIANA AIRLINES

Asiana Airlines inspects and surveys the quality of its diverse services to check and manage the quality of our overall service more efficiently. The service quality audit performed by CS managers in the respective sections and by employees on business trip the submitted to executives play the role of improving the overall tangible and intangible services offered throughout the flight. 

In addition, we conduct regular customer satisfaction surveys of Asiana Club members, and undergo audits by professional service quality evaluation agencies in Korea and abroad to obtain valuable feedback on the quality of our overall service and customer needs. Based on the findings, we set the direction for improving service quality and devise differentiation strategies.

Since 1997, Asiana Airlines has periodically held meetings of the Customer Satisfaction Improvement Committee, a consultation body in which the management, executives, and department heads from each division directly deliberate on and resolve issues regarding service strategy, and discuss service quality improvements that need to be addressed more thoroughly. For issues that require coordination among departments regarding customer service standards and procedures or matters that need to be decided on quickly, we hold meetings of the Customer Satisfaction Improvement Sub-Committee to continue pursuing improvements in service quality. 

Asiana Airlines holds an in-house service quality ideas contest entitled “Asiana Idea GO!” which acts as a meaningful opportunity to motivate employees who propose fresh and novel ideas about improving and advancing our service quality. Furthermore, we engage in continuous communication with our customers (VOC) in order to discover and reflect outstanding ideas in the improvement of our services and the development of new products. We have also set up a program that provides certain prizes to the customers who suggest outstanding ideas (i.e. “white consumers”).

Asiana Airlines systematically manages the VOC submitted via various channels using the VOC system, and is working to send prompt replies to its customers. Every year, we set a goal of 100% replying to all customer feedback and strive to heed customers’ concerns and suggestions. In our commitment to improving service quality and customer services, we have launched the One-Stop Complaints Handling Service to deal with customer complaints and requests on the spot. In parallel with this, we regularly analyze the VOC data to check the current status of our services and identify any shortcomings, and make the required improvements immediately.

To protect consumer rights, we have established compensation standards based on the laws and regulations of Korea and other countries, and apply the Consumer Dispute Resolution Standards of the Korea Consumer Agency (KCA) mutatis mutandis. Furthermore, we also inform customers of our damage relief redress policy for air transport users on our website. In addition, we clearly state General Conditions of Carriage for International and Domestic passenger, and share our ‘Customer Commitment’ which includes ‘Customer Service Plan’ and ‘Tarmac Delay Contingency Plan’ to provide standardized and reliable service to our valued customers.