Passenger Damage Relief and Passenger Protection Information

If you experience any damage or inconvenience while using air transportation services, you may submit a claim for passenger damage relief. The following information provides details on eligible cases, the handling procedures, and the contact points for submitting a claim.

Passenger damage relief may be requested in the following cases:

- Non-performance of carriage or flight delays;

- Loss of or damage to checked baggage;

- Denied boarding due to overbooking;

- Delay in refunding the fare for a cancelled ticket;

- Inability to board due to failure to provide information related to the boarding gate, flight, or other relevant information;

- Difficulty boarding an aircraft due to the absence of facilities required to assist passengers with reduced mobility.

However, damage or inconvenience caused by unavoidable circumstances, such as weather conditions, aircraft connections, unexpected maintenance required for safe flight operations, natural disasters, or other force majeure circumstances beyond the carrier's control, is excluded from passenger damage relief.

Processing Period

Within 14 days from the date of receipt of the passenger damage relief application.

Notification of Results

The result will be notified using the method selected by the applicant when completing the application form (telephone, email, or postal mail).

Objection / Appeal

If the applicant objects to the processing result, the passenger damage relief application will be forwarded to the Korea Consumer Agency upon request.

Step	Procedure	Responsible Party	Details
01	Complete and Submit Application	Customer	Complete the passenger damage relief application form, prepare the relevant documents, and submit them.
02	Receipt of Application	SPA	Receive the application and issue confirmation of receipt.
03	Review of Circumstances	SPA	Investigate the circumstances of the incident and verify the relevant facts.
04	Review of Resolution	SPA	Review the applicable laws and regulations and the terms and conditions of carriage and determine the appropriate resolution.
05	Notification of Results	SPA	Notify the customer of the result by the method selected by the customer (telephone, email, or postal mail).
06	Referral to the Korea Consumer Agency	SPA	Forward the passenger damage relief application to the Korea Consumer Agency upon the customer's request or objection.

If Sun PhuQuoc Airways (SPA) is unable to process the application or if the customer requests referral, the passenger damage relief application will be forwarded to the Korea Consumer Agency within 14 days from the date of receipt, in accordance with the Framework Act on Consumers.

Passenger damage relief applications and related inquiries are accepted through the contact points below.

For baggage-related inquiries, please contact the baggage service team at Incheon International Airport.

Korea General Sales Agent (GSA)

- Service: Receipt of passenger damage relief applications

- Address: 2nd Floor, E-Praza Building, 25, Sejong-daero 4-gil, Jung-gu, Seoul, Republic of Korea

- Tel: +82-2-317-8780

- Fax: +82-2-755-9758

- Email: sunphuquoc@paagrp.co.kr

Incheon International Airport

- Service: Receipt of passenger damage relief applications

- Address: To be updated

- General Inquiries: To be updated