"Crab Delivered by Courier Arrived Burst"... Surge in Consumer Complaints During Lunar New Year Holiday

by Jo Youjin

Published 04 Feb.2024 12:00(KST)

Jang Young-hoon (alias), who lives in Uljin, Gyeongbuk, sent steamed snow crab to his son and daughter-in-law living in Seoul ahead of the Lunar New Year holiday. To prevent spoilage, he used express delivery service and packed enough cushioning material in the box, but what his son and daughter-in-law received was a damaged box with contents leaking. Jang demanded compensation from the courier company, but the response was only, "We are not responsible for the internal ice pack bursting."

According to the Fair Trade Commission and other sources, in the past three years (2021?2023), consumer damage relief cases reported to the Consumer Agency around the Lunar New Year holiday in January and February amounted to 467 cases related to airline tickets, 160 cases related to courier services, and 260 cases related to gift certificates. It was revealed.

On the 22nd, ahead of the Christmas holiday, travelers visiting Incheon International Airport Terminal 1 are moving to depart. Photo by Kang Jin-hyung aymsdream@

The Fair Trade Commission and the Consumer Agency pointed out, "Consumer damages related to airline tickets, courier services, and gift certificates continue to occur every year, and especially after the recovery of overseas travel demand, consumer damages related to airline tickets have increased significantly, so caution is needed."

To prevent consumer damages related to airline tickets, before booking, check the possibility of natural disasters or social issues at the travel destination, and carefully review the cancellation fees and refund policies of each airline and travel agency.

In case of checked baggage damage, immediately obtain a damage confirmation certificate at the airline desk inside the airport. Fragile baggage such as golf clubs should be packed in a dedicated hard case, and if the baggage’s exterior is heavily soiled or damage is suspected, it is recommended to check the contents on-site before moving. Some airlines may refuse to accept damage reports or compensation claims if the baggage tag provided with the boarding pass is not presented, so caution is required.

Also, around the holiday season, courier volumes surge, increasing the likelihood of damage, loss, or delivery delays, so it is advisable to allow sufficient time when sending packages.

For items prone to damage or deterioration during transport, pack carefully using cushioning materials, mark the package with "Fragile," and notify the courier driver in advance.

Accurately record the item name, weight, quantity, and price on the shipping label to receive appropriate compensation in case of loss or damage. For high-value items over 500,000 KRW, notify in advance and pay additional fees or purchase insurance for safe delivery or accident coverage. If the item price is not recorded, the compensation limit may be restricted to 500,000 KRW.

Be cautious of fraud when purchasing gift certificates in large quantities or paying in cash. The Fair Trade Commission warned, "During periods of increased demand for gift certificates, fraud related to gift certificate sales is likely to occur, so special caution is advised when purchasing gift certificates in bulk or paying in cash."

Before purchasing gift certificates, check the issue date, validity period, refund policies, and usage conditions. The Fair Trade Commission pointed out, "Although the statute of limitations for commercial claims is 'within 5 years,' about 90% of cases refuse refunds or usage citing expiration of the validity period set by the business."

Use gift certificates within the validity period as much as possible after purchase, and if it is difficult to use them within the period, inquire with the seller or issuer about the possibility of extending the validity period before it expires.

B2B mobile gift certificates received as holiday gifts, events, or promotions must be used within the validity period. Free mobile gift certificates are not subject to the standard terms and conditions for new-type gift certificates, so they have a short validity period and it is difficult to extend the period or get a refund.