Legal basis: Article 61 of the Aviation Business Act and article 64 of the Aviation Business Act Enforcement Regulations
Damage redress* in cases of:
1 Failure or delay of transport by aviation transporter
2 Loss and/or damage of checked baggage
3 Oversold flight tickets
4 Delayed payment of refund for cancelled flight tickets
5 Inability to board flight because the airline didn’t provide information about boarding gate, flight number, etc.
6 Missing mileage due to airline’s negligence
7 Mileage expired without airline’s prior notice
8 Impediments to boarding due to failure to install mobility facilities as required by Act on Promotion of the Transportation Convenience of the Mobility Disadvantaged, article 2.7
* However, redress isn’t provided if the damage is due to uncontrollable circumstances, such as bad weather conditions, unforeseen maintenance required for safe flight operations, natural disasters, issues with flight connections**, etc.
** Issues with flight connections are as follows:
- - Air Traffic Control delays approval for reasons such as airplane standing by for takeoff or remaining in the air, etc.
- - Flight delay due to congested air route
- - Flight delay due to acts of terrorism, contagious diseases, etc.
- - Flight delay due to problems with airport facilities
- - Other conditions acknowledged by the director of local aviation office
Applying for damage redress
1Locations and contact information
Mailing address: Air Canada Korea Customer Relations Department, room 1303, 13F, Coryo Daeyungak tower, 97 Toegye-ro, Jung-gu, Seoul, Republic of Korea 04535
Office: Customer Relations Department at Air Canada; Air Canada airport offices
Phone: (82) 1670-8014
Email: customerservice@dongboair.co.kr
2 Processing time: Within 14 days of receipt of application or within 60 days if Air Canada needs more time for translation or for further investigation, etc.
3 Notification of outcome: Choose phone, text, email, or mail
4 Filing an appeal: After receipt of outcome, customer may file for an appeal by completing the appeal application and sending it to Air Canada by mail/email; the appeal will be forwarded to Korea Consumer Agency
5 Functions and duties of Damage Redress Department
- airport offices: Receipt of Damage Redress
- Customer Relations Department: Receipt & Handling of application