The following is a step-by-step explanation of the telephone booking process with Korean Air: 1. After you have placed your reservation on hold, you will need to fill out and email Korean Air the SKYPASS Family Pooling Plan/Bonus Award Redemption Form (which you can download under the Family Plan sub-section of the My Dashboard section of their website) to the following address: engskypass@koreanair.com. 2. After you have emailed the form, call Korean Air (1-800-438-5000) to confirm they have received the document and you have provided the required information. While doing so is unnecessary, I still recommend it in order to avoid any potential delays. 3. A few days later, you should receive an email from Korean Air reconfirming that they have received the document, that your reservation has been queued for ticketing and that they will call you to complete the purchase before your award hold expires. They usually wait to call you until a day or two before your hold expires, so do not be alarmed if you have to wait days or even weeks (Korean Air holds can last for up to thirty days) for this call. 4. Shortly before your award hold expires, you will receive a call from Korean Air to complete the award booking purchase. You will need to provide your credit card information to the agent, including the billing address. If the billing address is the same address associated with your SKYPASS account, then mention this to the agent so that you do not have to spell it out entirely. After you have provided your credit card information, the agent will instruct you to respond to an automated message that will ask you to confirm the last four digits of your credit card number and the security code. The agent will confirm over the phone if the transaction was processed successfully. If by the afternoon of the day prior to your hold expiring you still have not received a call from Korean Air to complete the award booking purchase, give them a call and advise them that your hold is about to expire to make sure someone is going to call you before that happens. 5. Shortly after completing the payment process over the phone, the reservation will be ticketed and you will receive a separate confirmation email for each passenger in your reservation. The Korean Air agents that complete the award booking purchase process are not the same agents that can place a reservation on hold for you or assist you with other matters regarding your reservation. Furthermore, there is no way that I know of to contact these agents directly. Therefore, calling Korean Air to attempt to expedite the process will usually not work. There is no question that the aforementioned process is strange and can be tedious. However, all in all, it is simple enough that in no way should it deter you from booking an award with Korean Air.
Read more at: Navigating Korean Air’s Cumbersome Award Booking Process | Frugal Travel Guy