u/Fuzzy-Rope8961 — reddlx

Far away from digital standards

Situation: Booked flights for family from INC to NRT on booking.com via GoToGate.

User Experience:

Air Seoul website (flyairseoul.com) does not resolve on mobiles
Online check-in hidden in menu
Exact name match required with booking number otherwise no return of anything
Very tidious data entry. Nationality and Passport country name, cannot be copied must be searched every time.
No proper error handling: If something is wrong you get a general error message at the end and you have to start all over. Because you don't know what was wrong, you have to do it over and over again till you got it right.
Problem scales when doing multiple entries for a family. You spent 10 minutes entering every detail from birthdate over passport number and expiry date. You go through the confirmation of dangerous goods etc. and at the end you get the message something was wrong and you have to start over again.
I have spent 3 hours of my life time on this website for the above travel.
It kind of worked out when I started entering each one of the 5 family members one by one (but watch out for number 8)
Worse, when flying back from NRT to INC after the entire procedure you dont get a boarding pass. You have to present yourself at the check-in at NRT.
For some reason on the flight back from Japan to Korea the online check-in does not work for minors. So you have the situation that all the adults are checked in and have a seat and the kids cannot be checked in. Emotional situation for parents.
Availiabilty of online help is NIL. With the support of GoToGate you get a phone number and an email adress, which is 20 hours before the flight in the morning not always sufficient.

The experience on board was good. But the sub-level online experience in 2026 contradicts the on-board experience so much that I would like to turn your attention to the above problems.
Air Seoul is admittedly a budget airline, but even in that segment there are some pretty good standards in terms of customer service with other airlines.

As a solo traveller surely not a problem to fly AirSeoul. For a family father it can be quite stressful.