T'way Air Notifies Customers of 'Downgrade' 5 Hours Before Departure

On July 27, a family who had booked business class tickets for T'way Air flight TW263 from Incheon to Sapporo for approximately 4.2 million won received a shocking KakaoTalk notification at 5 a.m., just 5 hours before their departure. The notification stated, "Due to aircraft equipment changes, business class cannot be used."

T'way Air informed them that if they canceled their boarding, they would receive a full refund, or they could use economy class. However, with only 5 hours left until departure, there was essentially only one choice.

When A arrived at the airport, they were met with an even more outrageous response. The T'way Air counter staff handed them a 'downgrade compensation agreement' with numerous blank spaces and stuck a note offering 70,000 won in compensation per person on it. After signing, A was left in the dark as to how the contents might change.

A expressed their anger, stating, "They essentially said that if I didn't agree, I wouldn't be allowed to check in. Asking me to sign a document full of blanks is essentially a blank consent form."

Forced to sign a blank consent form… The refund amount was absurd

However, the cancellation fees for their already booked accommodation were significant, so the family had to travel in economy class at the very least. Ultimately, A took to the skies without signing the agreement and returned home with feelings of dissatisfaction and a baffling refund record.

T'way Air refunded A only about 620,000 won as the difference between business and economy, without providing any explanations, based not on the amount they had originally paid but on the standard fare. This meant that A had effectively traveled in an economy seat worth about 800,000 won.

After A directly inquired, they learned that the refund was calculated based on 'standard fares' rather than the booked amount. A criticized, "Because they applied a 'standard fare' that greatly differed from the regular economy price at the time of booking, the refund was drastically reduced. It’s fraud to calculate it this way when the customer didn't request a seat change."

T'way Air's PR Team Responds with "Internal Regulations"… No Explanations or Evidence Provided

InSight reporters questioned T'way Air's PR team leader to verify the facts regarding ▲ reasons and timing for the equipment change ▲ criteria for compensation and refunds ▲ the controversy over the blank consent form ▲ measures to prevent recurrence, but received only a brief response from a representative stating, "The aircraft change was decided early that morning due to the input of a substitute flight."

They offered no explanation about the refund criteria and the basis for the 70,000 won compensation per person, stating it was "according to the internal regulations of the relevant department," and evaded questions regarding the terms behind it without providing further explanation.

Regarding the blank consent form controversy, they claimed, "There were sections that needed to be filled out by the passenger, leading to misunderstandings," and offered a generic statement of, "We apologize for any inconvenience caused and will strive to minimize any discomfort," without addressing additional compensation or apologies.

They have yet to clarify why the equipment change occurred, why the notification was issued only 5 hours before departure, or whether the refund structure, which requires consumers to endure a disadvantage, is justifiable.

Comparing Refund Policies of Other Airlines… Clear Differences from T'way Air

So, what refund policies do other airlines follow? A representative from another airline told InSight reporters, "It is standard to replace the aircraft with one that can accommodate the reserved seats, even in the case of an equipment change," adding, "If a downgrade occurs unavoidably, the difference is refunded based on the amount paid at the time of booking, and many times additional compensation is provided. Refunds based on standard fares do not happen."

Similarly, low-cost carrier representatives noted, "If passengers cannot use a seat for which they paid an extra fee due to airline circumstances, a full refund based on the paid amount is the basic policy," stating, "Refunds based on standard fares are disadvantageous to consumers."

Another airline representative mentioned, "If seat classes are changed due to airline circumstances, refunds are made based on the amount paid at the time of booking," asserting, "Refunding at that same price is the principle."

In contrast, while other airlines at least ensure a 'refund based on the paid amount,' T'way applies a consumer-unfriendly standard of 'standard fare,' offering a compensation level below the industry average.

The notification of aircraft changes on the day of departure, the effectively forced downgrade, the blank consent form, and the pressured signing demand, along with consumer-unfriendly refund criteria, seriously infringe on consumer rights in T'way Air's compensation and refund practices.

Moreover, T'way Air's response stands in stark contrast to their stated ethical management guideline on their website: "We prioritize customer safety and satisfaction to gain customer trust."

A emphasized, "It's not about the compensation but about preventing this kind of handling from being repeated," pointing out, "The structure where consumers suffer losses because of the airline's internal regulations must change."

Image source: Photo provided by informant A, material images for understanding the article / Photo = InSight, material images for understanding the article / T'way Air