✅ Trip Verified
| Hong Kong to Incheon. I have been a loyal Diamond member of Asiana Airlines for many years. I believe Asiana's strategy was to sell front and exit row to compete with rising LLCs. This time, I travelled with my wife and my 9 month old daughter. The 3 of us are already registered as family members. When we arrived at Hong Kong airport counter, the ground staff gave us the middle row about 6-7 rows from the front. I asked if we could get the front row with bassinet seat, but the staff says the seats are for sale, and the staff was kind enough to share that no one paid extra to get the front row and unless I pay extra for it, the plane will fly with the front row empty. As the staff said, the plane took off with the front row empty. We asked the flight crews if we could move to the front row, but they said they couldn't help due to the internal policy. When I landed, I called the customer service asking to speak to the person in charge. Apparently, there is no channel to speak to the responsible person directly. I can only fill in the "Customer's Voice" page on the website - which I have done a few times prior to this incident, but emails that seem auto-generated were returned to my inbox. Asiana seems intentional with shutting down communication channels with the customers as they know there will be frequent complaints from loyalty customers as they lowered their service quality.