Korean Air
Compensation
This guide details your rights as a passenger with Korean Air under the Canadian Air Passenger Protection Regulations (APPR) enforced by the Canadian Transportation Agency (CTA) for flights to, from, or within Canada, the Montreal Convention for baggage issues, the U.S. Department of Transportation (DOT) regulations for flights to/from the U.S., and Korean Air’s General Conditions of Carriage for International Passenger and Baggage. It covers flight disruptions, baggage handling, tarmac delays, family seating, and musical instruments, based on official sources including www.koreanair.com, www.transportation.gov, www.otc-cta.gc.ca, and recent regulatory updates.
Introduction to Korean Air
Korean Air, based in Seoul, South Korea, is a leading global carrier and member of the SkyTeam alliance, operating flights to over 120 destinations across Asia, North America, Europe, and beyond, including Canadian cities like Toronto (YYZ) and Vancouver (YVR). As a Large Carrier under the APPR, Korean Air complies with APPR, DOT regulations, the Montreal Convention, and its General Conditions of Carriage to ensure passenger support during disruptions. The airline operates a modern fleet of Boeing and Airbus aircraft, offering Economy, Premium Economy (select routes), and Prestige (Business) Class.
Key Services
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Network: Extensive routes with codeshare agreements via SkyTeam partners like Delta Air Lines and Air France.
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Cabin Classes: Economy, Premium Economy, and Prestige Class with lie-flat seats and lounge access at major airports.
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Loyalty Program: SKYPASS for earning and redeeming miles.
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Accessibility: Services for passengers with disabilities, unaccompanied minors (5–17 years, with escort service for a fee), and pet transportation (subject to restrictions).
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Commitment: Real-time updates via the Korean Air app, website, email, SMS, or airport staff during disruptions.
Your Rights During Flight Delays
For Korean Air flights to, from, or within Canada delayed by 2 hours or more:
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Prompt Communication: Updates every 30 minutes on delay reasons (e.g., mechanical issues, crew scheduling) via the Korean Air app, website, SMS, email, or airport announcements, with accessible formats for passengers with disabilities.
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Standards of Treatment: (within Korean Air’s control or required for safety, notified <12 hours, after 2 hours past scheduled departure):
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Meals and refreshments (e.g., water, snacks, meal vouchers) based on wait time, time of day, and airport facilities.
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Access to communication (e.g., free Wi-Fi, phone calls where feasible).
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Overnight Delay: Hotel accommodation and round-trip transportation for non-residents, subject to availability.
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Assistance may be limited if it would further delay the flight.
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Alternate Arrangements (delays ≥3 hours):
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Within Korean Air’s Control or for Safety: Free rebooking on the next available Korean Air flight within 9 hours to the ticketed destination in the same cabin, or on a partner airline (e.g., Delta, Air France) or another carrier, including transport to a nearby airport if needed. Alternatively, rebooking at a later date is subject to availability.
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Outside Korean Air’s Control (e.g., weather, air traffic control): Rebooking within 48 hours on Korean Air or another carrier.
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Refunds: Full refund for unused ticket portions and ancillary services (e.g., baggage fees, seat selection) within 30 days (same payment method) if travel no longer serves a purpose, or return to your point of origin if stranded.
Compensation for Delays
(within Korean Air’s control, not required for safety, notified ≤14 days):
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3-6 Hours: CAD 400
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6-9 Hours: CAD 700
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9+ Hours: CAD 1,000
Exclusions: No compensation for delays due to extraordinary circumstances (e.g., weather, strikes, security issues), if notified ≥15 days in advance, or for non-public fares. For international flights, the Montreal Convention may apply (up to 1,519 Special Drawing Rights, ~CAD 2,780 as of December 28, 2024).
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Your Rights During Flight Cancellations
For Korean Air flights to, from, or within Canada, cancelled:
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Prompt Notification: Updates within 30 minutes via app, website, SMS, email, or airport staff, with accessible communication.
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Standards of Treatment: (within Korean Air’s control or for safety, notified <12 hours):
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Meals and refreshments after 2 hours.
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Hotel accommodation and round-trip transportation for non-residents during overnight delays, subject to availability.
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Alternate Arrangements:
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Within Korean Air Control or for Safety: Free rebooking on the next available Korean flight within 9 hours in the same cabin, or on a partner airline or another carrier, including transport to a nearby airport. Alternatively, rebooking at a later date is subject to availability.
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Outside Korean Air Control: Rebooking within 48 hours on Korean or another carrier.
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Refunds: Full refund for unused ticket portions and ancillary services within 30 days, or return to the point of origin if travel no longer serves a purpose.
Compensation for Cancellations
(within Korean Air’s control, not for safety, notified ≤14 days):
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1,000
Exclusions: No compensation for cancellations due to extraordinary circumstances, notified ≥15 days in advance, or if compensated elsewhere.
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Your Rights During Missed Connections
If a Korean Air delay or cancellation causes a missed connection:
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Communication: Updates every 30 minutes via app, website, SMS, email, or airport staff.
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Standards of Treatment (within Korean Air’s control or for safety):
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Meals and communication after 2 hours.
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Hotel and transportation for overnight delays.
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Rebooking or Refund:
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Rebooking: Rebooking within 9 hours (within control) or 48 hours (outside control) on Korean Air or another carrier in the same cabin.
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Refund: Refund or return to the point of origin if travel no longer serves a purpose.
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Compensation for Missed Connections
(within Korean Air’s control):
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1,000
Notes: For codeshare flights, the operating carrier handles compensation and rebooking. Korean Air is responsible for codeshare flights marketed as Korean Air but operated by partners. Contact Korean Air for assistance.
Your Rights During Denied Boarding
If involuntarily denied boarding on a Korean Air flight due to overbooking or operational constraints:
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Volunteer Process: Korean Air seeks volunteers with benefits (e.g., travel vouchers, CAD/USD 200–400). Volunteers are not entitled to APPR compensation.
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Rebooking or Refund:
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Within Korean Air’s Control or for Safety: Rebooking within 9 hours on Korean Air or another carrier in the same cabin, or at a later date, subject to availability. Transport to a nearby airport if needed.
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Outside Korean Air’s Control: Rebooking within 48 hours on Korean Air or another carrier.
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Refund: Full refund for unused ticket portions, or return to the point of origin if travel no longer serves a purpose.
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Standards of Treatment: (within Korean Air’s control, not for safety):
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Food and beverage vouchers.
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Free communication access (Wi-Fi or phone).
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Overnight accommodation with transport for out-of-town passengers.
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Compensation for Denied Boarding
(within Korean Air’s control, not for safety):
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1,800
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9+ Hours Delay: CAD 2,400
Exclusions: No compensation for safety, security, health, inadequate travel documents, or if equivalent seating is offered.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Report at the airport Baggage Service Desk immediately. File claims within 7 days (damaged baggage) or 21 days (delayed/lost baggage) via Korean Air customer service.
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Compensation (Montreal Convention):
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International and Domestic Flights: Up to 1,519 Special Drawing Rights (~CAD 2,780 as of December 28, 2024) for loss, damage, or delay.
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Delayed Baggage: Refund of baggage fees if delayed; compensation for lost, delayed, or damaged baggage is governed by the Montreal Convention, up to 1,519 SDR (~CAD 2,800–3,000), based on actual losses.
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Wheelchairs/Mobility Aids: Full replacement value if lost/damaged, without liability limits.
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Process:
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Submit claims with boarding pass, baggage tag, receipts, and bank details via the online form. Court action within 2 years.
Notes: No liability for fragile items, valuables, or improperly packed baggage (except on U.S. flights, where proof of loss is required). Korean Air is not liable for damage due to inherent defects in baggage.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian or U.S. airports:
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Communication: Updates every 30 minutes via onboard announcements, app, or airport staff.
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Care After 90 Minutes:
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Food and beverages in reasonable quantities.
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Access to lavatories.
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Ventilation, heating, or cooling.
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Communication access (e.g., free Wi-Fi, phone calls).
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Medical assistance if needed.
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Disembarkation:
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Canadian Airports: After 3 hours, unless takeoff is imminent within 45 minutes.
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U.S. Airports: After 3 hours (domestic) or 4 hours (international), unless takeoff is imminent within 30 minutes, per Korean Air’s Contingency Plan (available at www.koreanair.com).
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Priority for passengers with disabilities.
Notes: For codeshare flights operated by partners, the operating carrier’s tarmac delay plan applies.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
When Korean Air causes flight delays, cancellations, or delayed baggage within its control, you may be entitled to reimbursement for reasonable out-of-pocket expenses:
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Eligible Expenses: Compensation for lost, delayed, or damaged baggage is governed by the Montreal Convention, up to 1,519 SDR (~CAD 2,800–3,000), based on actual losses.
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Process: Submit receipts via www.koreanair.com/global/en/customer-service or customer service. Claims require proof of expenses (e.g., itemized receipts).
Reimbursement Limits
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Delayed Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,800) for reasonable interim expenses under the Montreal Convention, plus refund of baggage fees.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day (e.g., meals for 2+ hour delays, hotel for overnight disruptions).
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable.
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