Thinking about flying Asiana with your pet? Think again! Pet owners beware and take care of hidden costs, and travel confusion!!!

I was overcharged $44 to take my pet dog from Bangkok to Chicago via Incheon, Korea. When I complained to Asaiana office in Korea, they said I must telephone their US office to request a refund when I got to my final destination. So, I called, explaining my situation. The person I spoke with said she’d investigate and call me back. When she didn’t, I called again, and spoke with another representative who referred me to Customer Relations in the Americas. After numerous e-mail exchanges with Customer Relations at US Headquarters, I was awarded $14.

Let me explain in detail: I chose to fly with Asiana Airlines because this airline permits me to travel with my dog in cabin. My mom called 1-800-227-4262 in advance to see what the cost would be from Bangkok to Chicago. She was told once and then twice when she reconfirmed that it would be $220 from Bangkok to Chicago for a soft sided kennel, maximum weight 11lbs and 45” in cabin and $260 for a hard sided kennel 97” in cargo.

However, when I got to Bangkok, Asiana staff tried to charge me over $300 for my dog and bags to be checked all the way to Chicago. I insisted that this cost was too high, and not what I had been quoted. I had a soft-sided kennel and my dog and kennel weighed 4kg (9 lbs). They gave me the alternative of paying $60 from Bangkok to Incheon and then paying Incheon to Chicago separately. They could not give me the price for the second leg, but said I would have to wait until I got to Korea. They did say that to do this, it would mean my bags could not be checked through all the way. Inconvenient, but I thought it would save me over $80.

When I got to Incheon, I passed through immigration in order to pick up my suitcases. Then, when I went to check in, I was questioned why I went through immigration, as it now meant my dog would have to go into quarantine, and I’d have to pay to have the Korean officials issue their own health certificate. I explained that I needed to collect my bags. I had not gone through customs, nor had I left the airport.

Allow me to point out that I had extensive paperwork to certify that my dog was in perfect health, vaccinations up-to-date, and export certificate issued by the government from my original starting point. This documentation was perfectly acceptable in Bangkok, Chicago, and for that matter, Incheon. The issue was I had gone through immigration to fetch my bags, as per Asiana's baggage ticketing.

After negotiation with airport officials, Asiana staff helped to get me back through immigration and avoid quarantine, and further fees that I should not have had to pay for further pet documentation.

Yet, when it came time to pay the Incheon to Chicago portion I was charged $214. I explained that I was given a price of $220 from Bangkok to Chicago, and had already paid $60. I was told that I would have to pay the money there and then contact the US office to request a refund for the $44 I had been overcharged.

The representative I spoke with, when I reached my final destination conceded that I had been overcharged, but said the charge should have been $250, not $220, as was quoted to my Mom twice, from Bangkok to Chicago. In fact, I was charged a total of $274.

I remain very confused as to what went on with charges. Asiana's staff seemed equally confused about charges and process. There is a saying, “The left hand doesn’t know what the right hand is doing.” It seems that Asiana's office in Bangkok does not know how the office in Incheon operates, and furthermore there is contradiction within Asiana's US office.

While I was extremely satisfied with the friendliness of Asiana's ground crew in Incheon and in flight, I am not satisfied with confusion and added expense surrounding my dog.

If you are planning on flying with your pet in cabin, beware and take care of extra hidden costs when it comes to Asiana. Next time round, I'll choose Delta or Northwest Airlines, both of which are straightforward and organized with their pet fees. You may pay slightly more for your ticket, but you'll save on your pet's.