Customer service plan

We will do our utmost to mitigate customer inconvenience in times of disruption and misconnections. We will try our best to contact the customer in advance and provide information about flight cancellations, using the contact information in the customer’s booking. Where disruption and misconnections occur, and customers must fly on the following day, we will provide meal vouchers and hotel accommodation based on availability.

We always try to deliver your baggage on time. However, in the event that this does not occur, we will make every possible effort to reunite you with your baggage as soon as possible. We will address baggage complaints and promptly update customers with new information, advising on compensation. The compensation will be based on our contract of carriage and related international rules. We thoroughly analyse what has led to mishandled baggage and try our best to discover the cause.

In the case of oversales, we will first ask for volunteers who will give up their seats willingly in exchange for compensation. If there are not enough volunteers, other passengers may be denied boarding. We will provide information explaining our obligations and the compensation you will receive if you are involuntarily denied boarding. We will aim to rebook you on the first available flight(s) to your ticketed destination if this happens.

For cases in which passengers are denied boarding due to overbooking, we will compensate according to the Standards for Customer Dispute Resolution of the KFTC (Korea Fair Trade Commission) Notification and Customer Protection Notification.

We will issue refunds for fully-refundable, unused tickets purchased by credit card, cash or cheque within 30 business days of receipt of the refund application. This policy includes refunding fees charged to a passenger for optional services that the passenger is unable to use due to oversales or flight cancellations.

We will provide flight and boarding gate information online and at airport check-in. Customers can find flight information on ba.com any time before check-in. In the event that customers do not receive this information, we will make every possible effort to compensate customers.

We will provide full and timely information regarding the status of a flight in the event of long on-aircraft delays. If safety and security conditions allow, we will provide food, potable water, operable lavatory facilities and access to medical treatment.

We will comply with the Consumer Protection Act and aim to provide support to passengers.

We will provide information for refund and cancellation fees and any additional fees and emphasize such information by using distinctive letters in terms of size, font or color, (etc.) to heighten visibility for passengers.

For delays lasting 30 minutes or longer, or flight cancellations departing from Korea, we will notify customers of such events by phone or text message, if contact information is available, and post such changes on ba.com.

9a) We will provide information of baggage charges and our free baggage allowance (weight and number of bags) for customers.

9b) We will provide actual flights to be used for code-sharing air tickets and boarding for operating carriers at the time of sale.

9c) We will provide cabin maps, outlining seat plans (space between seats, seat widths) and the exit locations on ba.com.

9d) If applicable, we will post changes to our baggage policies page for at least three months.

10a) We operate a call centre for customers who have been affected by baggage damage and hardship (flight cancellations, delays, misconnections and delayed baggage).

10b) Our Customer Response Team (CRT) will handle claims raised by customers and aim to compensate as soon as possible.

10c) Notification of results will be received within 14 days of the compensation application. Deadline may be extended to 60 days on special occasions (such as translation requirements for damage investigation).

10d) We will notify customers by email.

11a) We will do our best to reimburse customers’ mileage points, where applicable. In the event that we missed the earned mileage points, we will make every possible effort to award the outstanding mileage points to customers.

11b) If mileage points expire without pre-notice, we will make every possible effort to award the mileage points.

We will provide proper facilities for passengers that require extra assistance.