Hyeri Also Helpless Against 'Overbooking'... Controversy Over 'Gapjil' Erupts Despite Airline Apology

Delta Air Lines, Past Controversies Resurface
Overbooking Issues Have Occurred Frequently Among Airlines in the Past

Hyeri, a singer and actress formerly of the group Girl's Day, has sparked a wave of criticism after exposing mistreatment by the American airline Delta Air Lines. As cases of passenger mistreatment, including overbooking and racial discrimination, surfaced, Delta Air Lines issued an official apology statement.

On the 31st of last month, Hyeri posted on her social networking service (SNS), "I booked a month and a half ago and even selected my seat in advance, but I was downgraded to economy class because there were no first-class seats available."

On the 31st of last month, Hyeri posted on her Instagram, "I made a reservation a month and a half ago and even pre-selected my seat, but I was downgraded to economy because there were no first-class seats available."
[Photo by Hyeri Instagram]

She continued, "The airline refused to refund and told me to take the next flight if I didn’t like my seat," expressing anger, "I even booked two seats, so how could both be downgraded?"

Through the ticket photo shared by Hyeri, it was revealed that the airline in question was Delta Air Lines.

In response, Delta Air Lines explained, "Due to the replacement of the aircraft with a smaller model to ensure the safe operation of the flight, some customers who purchased first-class seats were inevitably accommodated in economy class," adding, "In this case, the customer was seated in economy class, and a refund for the fare difference is being processed."

Additionally, Delta Air Lines apologized, stating, "We are sorry for the inconvenience caused and a customer service representative will contact the customer directly."

Overbooking, a Common Airline Practice, Has Different Compensation Standards by Country

Overbooking has been a longstanding issue in the airline industry. Not only Delta Air Lines but many other airlines have faced controversies over overbooking in the past.

Overbooking refers to the airline practice of accepting reservations exceeding the seating capacity to prepare for sudden ticket cancellations or changes that may create vacant seats.

Delta Air Lines sparked controversy in May 2017 when it expelled a family of four, including 1- and 2-year-old infants, who were trying to board a flight to LA at a Hawaii airport.
[Photo by EPA·Yonhap News]

Some critics argue that despite ongoing controversies and criticisms, airlines continue to accept overbookings and shift the burden onto passengers, labeling it as airline abuse of power.

In particular, Delta Air Lines faced controversy in May 2017 when a family of four, including a 1-year-old and a 2-year-old, was forced off a flight from Hawaii to Los Angeles.

At that time, the family tried to install a car seat for the 2-year-old child in the seat they had purchased. However, the flight attendant insisted on the incorrect rule that "the child must sit on an adult's lap," leading to a dispute with the family and ultimately demanding that they leave the aircraft.

In 2019, three Korean passengers suffered losses when a flight departed earlier than the scheduled boarding time. The seats they had reserved were occupied by standby passengers. The three Koreans waiting at the boarding gate claimed they received no prior notification before departure.

Overbooking issues tend to occur more frequently with foreign airlines than domestic ones. In South Korea, legal regulations and procedures have been established and applied to ensure appropriate compensation for passengers when consumer damage occurs due to overbooking. The United States and European countries have similar regulations, but standards vary by country, and passengers often do not receive proper compensation.

Domestic airlines in Korea also practice overbooking. However, according to the amended Air Transportation Terms and Conditions in 2017, if there are insufficient seats, airline staff must be the first to be removed rather than passengers. If additional removals are necessary, passengers who have not yet confirmed their reservations must disembark.

Furthermore, the terms mandate compensation according to consumer dispute resolution standards, offering alternative flights as well as compensation in cash or hotel vouchers.