T'Way Air

✅ Trip Verified | Complaint letter to T Way CEO Jeong Hong-Geun. I am a frequent international flier. This summer, my family of 8, including my kids, who are 9 and 6 years old, decided to visit Busan. I bought 8 tickets from Tway Airlines. Our departing flight from Gimpo airport was at 6.50 am on June 24, 2024. After we arrived at the airport, we were trying to self-check in but we got confused and we decided to go straight to one of your Tway customer representative agents, (we arrived early and there was no line).  Me and my sister, who speaks Korean, approached your representative, and gave her our passports. She looked very annoyed and unfriendly. It didn’t bother us at first. Then she rudely told us to do self-check in because she doesn't issue boarding passes. I was trying to explain to her, with the help of my sister, that  I got confused with the options at the self-check machine. In my response, she impolitely asked me my last name and a departure time. Then she almost  threw our passports and rudely told us that our flight was booked to Jejudo, not to Busan. I went back to the self-check-in kiosk and printed our boarding passes. I ended up returning to the same girl (not by my choice). Again, she was irritable with a lot of attitude, and with great reluctance started to check everyone's passports. Then she angrily stated that me and my two kids can’t go to Busan because  I didn’t write our middle names on our tickets. We never use our middle names when we buy international tickets. We often visit Korea  and coming to Seoul from the USA was never a problem.   I mentioned this to her. Instead of assisting us, she raised her voice, frowned her face  and yelled “NO!  You can’t go! You must buy new tickets!” She threw me our passports and sent us away. I was so shocked to believe that this could happen in Korea.  How disrespectful, how aggressively we were treated!? I didn’t know what to do because she didn’t want to help us, so I ended up going upstairs for a security check. They didn’t let me go in, but they politely explained that I had to return back, and a Tway agent would fix it for us. Again, I took my kids downstairs, and another Tway representative was able to help us. She kindly wrote our middle names and put stamps on our boarding passes. I wanted to talk to a manager to inform of rude behavior, but at that time, nobody was available. On July 28,2024, we had a return flight. At Gimhae Airport one of the Tway agents wrote our middle names and put stamps on boarding passes  with no questions asked. We landed at Gimpo at  9:40 am.  We got off the airport bus, and I saw the same staff member again. I told her that I would take a picture of her ID card, and then I went downstairs to claim my luggage. She followed me downstairs, aggressively approached me, and  shoved her cellphone right in my face. It was written on the screen in English “I told you several times..!” I literally could not believe what  was happening. I thought she was going to fight with me.  I was threatened. I was so shocked with this attitude. Never in my life have I experienced this kind of treatment before. This was my first and the last flight with tway!

✅ Trip Verified | Do not take this airline. Over an hour delayed. They lost my new baggage straps. The cabin smells like jet fuel before take off, and the staff won’t speak English or Korean to you if you respond in English. I’ve flown with many airlines over the last 15 years for work and leisure this is the worst one I’ve used.

Not Verified | Flight was delayed from 2am to 5am. Both TWay Airlines and Changi Airport websites did not show any changes to the flight time. When we arrived at 11pm the night before (3 hours before our flight), we saw on the board that our flight was delayed. The check-in counter had an A4 printout notifying of the delay, and no compensation was to be provided other than some snacks and water. This flight basically means we wont be taking an overnight flight anymore but will instead be taking a bright morning flight and thus unable to sleep on the plane (No dimmed lights since it's basically shining bright outside). We went to the Sats Lounge to kill time but it was an extremely uncomfortable 4 hours just sitting there waiting for our flight, and we were both unable to sleep because despite the chairs being moderately comfortable, they're nowhere near encouraging to sleep on. To add to that, we would be landing at noon and our morning plans were thus dashed. Flight management desk just told us sorry, nothing they can do. So to summarize, cant sleep all night, no compensation, no apology, messed up plans. Horrifying. This is my first time flying this airline and first time heading to Seoul, but I've already got a bad first impression of both unfortunately. Extremely disappointing airline

✅ Trip Verified | Kept on delaying but passengers were kept in the dark. Announcements made only in Korean language til we have to ask ourselves what was going on, when the flight will be departing, etc. Supposed to be a memorable family day trip to Jeju, but got ruined at the end of the day. Thanks to T’way!

✅ Trip Verified | I’m extremely disappointed with my first time traveling with Tway Airline. I checked in 3 baggages and 1 of the baggage was not tag and it didn’t came back when I arrived in Singapore on 16th Nov 2023. Today is 3rd December, no one has call me or reply my question about compensation. The only way to contact them was via their app and it took me so many days to notice that because they do not reply to emails at all. They pushed the responsibility to me to contact lost and found Incheon airport instead of them assisting me to find my luggage, it was their staff who didn’t tag it during my check in. Lesson learnt! Never travel with them again! At our own risk if baggage is lost and compensation is zero and not as printed in the fine line! Really horrible ground handling, no support at all. When I have clearly told them via app counselling form that Lost and found Incheon isn’t responding to my emails, Tway continued to tell me contact them! Terrible experience. I even provided them the time and gate number and advise them to check cctv that there is my 3rd bag that was check in and trace where is my bag now? No one helping me at all. No empathy and unhelpful. Zero contact point on Singapore, and I believed in all other countries as well. Only can contact them in Seoul. Very bad experience with such customer service!

Not Verified | I flew on T'Way from Seoul Incheon to Singapore. I was a bit surprised to find a usb charging port on my seat for a low cost carrier and free of charge some more. The tray table included a personal electronic device holder which allowed me to use as a stand for my phone. Seat was very comfortable on A330-300 in a 2-4-2 seating configuration with leather padding for a low cost carrier. Flight landed early in Singapore didn't feel so much turbulence also not very strong turbulence so quite a smooth flight

✅ Trip Verified |  Horrible Airline with nonexistent customer service. Flight was cancelled due to weather. No information was given and if you call the airline hotline and select the English option, you either get a Korean reply or they just hang up on you. Tried to email them but also no reply even after waiting for a week. Tried to go to their Singapore branch office, but their address was faked. Tried to go to their airport office but they only operate during their airline arrival and departure time. Even the phone number that they paste at their airport office door leads to another company customer service (Singtel).

✅ Trip Verified | I had a 7.10pm flight TW171 and managed to check in at 3pm (which is a plus since it meant that we could spend more time at the nice Incheon Airport). Although it was a budget airline, they included check-in baggage of 15kg or 23kg (depending on your fare rules) and that's for total baggage not dependant on the number of bags (not like other budget airlines that limits the baggage to 1 bag per person). Seat-wise is atypical of budget airlines. I didn't purchase any inflight food but I overheard that they only accept Korean won via cash or Korean credit card. No inflight entertainment.

✅ Trip Verified | I wouldn't fly T'way again. They got me there, but that is the only good thing I can say. I flew with them over the busy Lunar New Year weekend and paid a hefty price. I didn't appreciate that their automated phone system kept hanging up on me 20-30 minutes into the call. When I eventually connected with someone, no one could speak English, so I had to manage a conversation in limited Korean, which isn't acceptable in my opinion for an airline that serves international markets. Their online check-in system also didn't work which was a huge problem for me since the delay in my train connection didn't leave a lot of time for me to check-in in person. Furthermore, the ground staff only seemed to cater to Korean speakers as all gate announcements were exclusively in Korean and other Japanese and international pax were left to guess what was being said. Moreover, I know that this is a low cost carrier, but the premium price they charged for the flight should of at least provided a free beverage and snack (just my opinion). Leg space was also quite subpar. It is clear not much investment has been made to staff training, products and with fostering a service culture that aims to help customers. My bottom line is: the airline failed on nearly all accounts in my interactions with them and I wouldn't fly with them again if it could be avoided.

✅ Trip Verified | Booked a flight with T-way Airlines to Jeju island from Seoul. The flight was cancelled due to snow, fair enough, however when looking for a refund or new booking for a different date it was impossible to get a hold of this airline. Their phones were disconnected and no other way to reach them on their website. I ended up going into Incheon airport to talk to someome in person to sort it out. A total joke, very unhappy with their service and will not fly with them again.