I would give zero stars if that was possible.
I can’t even begin to explain how frustrated I am with this airline. Never had I had such a hard time with an airline, and I fly a lot. My flight in Hong Kong was delayed for about 3 hours and my connecting flight in Beijing was delayed 8 hours. After all of that frustration and sleepless nights, I then returned to find that my baggage never came. There is not a single person to contact, no numbers on their damn website, and not a single person who will speak English. Had I wish I would have seen these reviews before I booked my flight, I would have never booked it.
Marsha Jan Latham
1.0
Can not give ‘0’ stars on this site but this is what the rating should be.
Not sure this website will get results either.
Lost our luggage on a non-stop flight from Chicago to Beijing. Absolutely no customer service. Can’t find any numbers to call. Website has no information regarding how to track luggage or even talk with a representative. No excuse for not being able to contact the airline. Wish I had read these reviews before booking.
John Mc
5.0
No Stars!!!
A truly awful airline. Do not fly with this airline. I flew with them last month, the reason to see my sick parents for a few days (Hangzhou to Manchester) they screwed up my connection, then put me in a hotel that was an absolute dump, provided no meals for over 24 hours, the hotel staff pestered me with tours even though I told them I was flying home to see my terminally ill father. Also, the customer service in non-existent, it’s impossible to send emails, they pick-up the phone and put it down.
Todd Anthony
1.0
Just recently flew from Chicago to Bangkok on business class. Upon arriving in Bangkok one of my new Samsonite 29 inch didn’t arrive with my other suitcas. After filling out the form at the airport and checking for 2 days still nothing. When we called the airlines they put us on hold then dicconected 3 times on call backs. Now living for SIem Reap minus one suitcase with 3 weeks of shopping at $3600. and medication The airlines was quick to accept my $2700 for my ticket but have t returned my call or will discuss on the phone hanging up solves their problem. This was my first time flung them out of the 100,000+ miles I fly a year. Congrats on the worst customers service ever.
George D
5.0
First of all please note I am NOT giving 5 stars, it just won’t let me alter the Rating, there seems to be an error with your system – I would actually like to give zero stars!
When we arrived at Sydney airport to fly to Hainan, the woman at check-in told my girlfriend that she would not be flying to Hainan as she was from the United States. According to her you cannot get a visa on arrival if you are from the States. This contradicted what we had researched online which stated she could get a visa on arrival. We asked her what our options were and she said there was no option – we would not be going on holiday. She was not sympathetic at all and told us to go home. My girlfriend had been excited about this trip for a long time and a lot of money had gone into the trip. My girlfriend started crying. We asked whether we could speak to anyone else about this, the manager was called and after he made a few calls he said that actually we could go after all! No apology at all, no recompense for the extreme emotional stress of the situation. Surely one of the key parts of the job of checking people in is knowing who can and can’t fly to that specific country! Absolutely ridiculous. We asked whether we could have an upgrade due to the error but it was claimed the plane was totally full and we in fact had ‘very good seats’ which turned out to be a complete lie. When we got on the plane and to our seats, they were anything but good. I tried to work my entertainment and it was broken and it was just a black screen! I asked the air hostess what they could do about this, they said nothing. I realised there were some first class seats available after all – I asked whether I could sit there just so I could watch a movie and make the 10hr flight bearable. They said no. There was no effort made at all to sympathise with our situation. In the end the air hostess said we could sit with the crew in the crew seats. A complete ridiculous situation when there were a number of spare first class seats not being used at all! This whole experience has been terrible and I blame your airline completely for the series of events. I look forward to hearing your response and how you plan to recompense us. I am even considering paying to fly on another airline on my return trip to Sydney.
Surina Luk
5.0
I will reconsider my airlines choice from now on due to a very bad experience with Hainan. I just completed a trip on March 23, 2018, from Hong Kong to San Jose via flights HU8190/HU7989. I noticed serious damages to my luggage upon returning home. Those are new damages and were not there at the time when I checked-in at Hong Kong airport on March 23, 2018.
I spoke with your U.S. customer representative, Azlan, and I was asked to submit pictures of the luggage for your reference. I followed Azlan’s instructions promptly and submitted my claim with pictures for proof of damage to the properly department. But I only received a blunt reply from your representative, 王芬(Cheris) , see her email in caption below.
“Hello, there is no compensation for the wear of the suitcase. I have just applied for our manager, and he agreed to pay you fifty dollars. I hope you will consider replying to me. Thank you very much.
In addition, I need your passport. thank you.
Regards
Cheris”
My luggage is a Rimowa Salsa 26” Multiwheel (Matte Bronze), replacement cost is USD650. The suitcase was severely dented/broken and since it is made with polycarbonate material, it is non-repairable.
The gesture and settlement suggested by Cheris is absolutely unacceptable, I am also shocked by Hainan’s poor customer service. I expect to receive a reasonable response from Hainan.
Chris
1.0
I would give zero stars if I could. We had four nor’easters on the East coast the past month, and one of which left many without power/electricity. The states of MA and NY issue travel warnings to all non-emergency personnel, and also warned citizens to remain off the roads. As such, we missed our flight out to China. Customer service refused to refund, even after I provided evidence of these warnings. Was charged $450 fee for refund, and have actually not received a penny of ANY of my refund. Customer service has been non existent and rude.
Chad Zhang
1.0
I booked this flight and got an email saying my flight is delayed and I qualify for an involuntary refund which doesn’t incur any fee (i.e. a full refund). However, after being kicked around by the CS agents, I was told that my delay was determined by people not qualifying for an involuntary refund… I will never do business with HA again!
Peng
1.0
Honestly, flight was pleasant enough with Hainan Airlines, especially with direct flight. However, not so much with baggage! I’m so disappointed with them regarding my recent trip from Beijing to Calgary on Dec 23, 2017 when traveling with my two little kids. I was devastated when we arrived at Calgary airport and only to find out both my checked bags were not there! It’s right before Christmas and I had all of my Christmas shopping for the family and friends packed in the 2 big suitcases! Rather desperate! We left the airport after filling out some initial paperwork and got home empty handed. The next day, we had to rush to various stores in deep cold (-40) to get some last minute presents for Christmas. I was told the bags should come on next trip, well, yes, that was 3 days later on Dec 26. And only ONE came that night. Since then, I had to contact the airline office headquarters and Calgary airport numerous times (phone calls, emails, texts) to locate that missing bag. Forms sent, copies of tickets, ID, descriptions of the items sent again and again, both in English and Chinese!!! Frustrated? Absolutely! Sleepless and tired? Absolutely! Bravo, the other bag finally came ONLY after 23 days just because of my never-giving-up spirit! But the bag was damaged, handle broken, dirty with holes. NO reasons given. I sent in claim for expenses incurred due to bag delays and bag damage! More paperwork requested and sent… It’s more than a week since my last email follow up.. no response yet…Wish me luck to get some reasonable compensation!
Sean Z
5.0
I am requesting a refund of $90 that I paid for the extra leg room, and an apology from Hainan Airlines. Here is why:
I took a flight from Los Angeles to Chengdu on Dec 20, 2017. It was my first time flying Hainan Airlines and the experience was BAD! Basically there were following 4 issues:
(1) I confirmed on the airline’s website for an aisle seat when booking the ticket in October 2017; however, at the check-in counter on the day of flight, the staff told me that I was getting a middle seat! I told the staff about the confirmation, but the staff wanted me to show the confirmation. I couldn’t find it in my phone at the spot. Then I asked if I can get an aisle seat, the staff responded that she couldn’t because the flight was “super packed”, which was NOT true.
(2) Based on the information from the staff, i.e., only a middle seat was available, I asked if there was a seat that I could pay for extra leg room, the staff said it would cost $90, and I paid. The staff could not give me receipt of my payment but said the receipt would be given at the gate. At the gate, another staff (a middle-age woman in a red suit) asked me to step out of the line and approach the counter. I was given the receipt at the counter. Then I found the line moved quickly and I could not go back where I was in the line. Therefore I asked the staff if she could just check me in there but she refused. I had to go to the end of the line. WHY COULDN’T the staff give the receipt to me while I was in line?
(3) After I boarded the flight, I realized the front counter staff LIED! The plane wasn’t packed at all! Some passengers even got to occupy 3 adjacent seats! Since I paid the $90, I sat at the 30th row which had extra leg room.
(4) Things got even worse, just before the takeoff, two men moved from the regular seats to row 30th which would require the extra $90. The flight attendants did not request them to move back. I asked the men if the paid the extra $90, they both said they did not. This is completely UNFAIR AND UNACCEPTABLE!.
The flight back from Chengdu to Los Angeles was rather pleasant. But I am requesting the $90 for the Los Angeles – Chengdu trip on December 20, 2017.
Meryl Jordan
5.0
My bag was held on a plane from Beijing to Berlin. After being promised it would arrive in two days, it took another three days of emailing every email I could find to get a response and another two days for them to tell me it was still in Beijing.
After that they refused my request to hold my bag in Beijing until I arrived again, telling me I’d have to get in in Berlin, even though I was no longer in Germany.
Days after that they said that the Berlin Airport would send it to the address I was at.
After it never arrived I spent another few days emailing the airline inquires without a reply, until today (27 days after my flight) telling me that my bag is lost and they will only refund me $420 (which is probably about 1/6 of what the bag is worth, as the bag itself was about $200 not to mention the couple hundred dollars I had to spend since I was traveling without my bag in countries that were freezing temperatures for near a month)
Throughout the process I have been repeatedly refused to be given a phone number to call or official airline policy to read about the situation.
Jordan Ho
1.0
My baggage was held back in Beijing on my flight from Hong Kong to Beijing to Vegas. The airline representative at Vegas told me they would could send it out the next business day, but it’s been almost 5 days and I still haven’t heard back from anyone on the status of my bag. I have precious items in there and am very worried about getting them back as soon as possible.
Leroy chanda
1.0
Hainan lost my luggage somwhere between calgary and bangkok. Its been 4 days and no one is contacting me about my lost bags? Do they even care?
Lea
5.0
Dear Hainan Airline team,
I am eventually finding the time to write about the issue I have encountered with the flight HU7940 from Bangkok to Haikou. As you are aware we have boarded the flight twice on the 17th November to eventually be relocated to the Novotel airport for the night until the aircraft could be fixed on the next day. I have to say the organization and the team have been very well organized and assisting every passengers the best they could. I am also thankful to the pilot and airline for not compromising on safety issue.
However the travelling took 40 hours door to door and miss one day of work as well as my train from Haikou to Sanya and eventually had to pay for private car from Haikou to Sanya. When we arrived in Haikou, every passenger was given RMB 400 as compensation which is choking based on the fact that this delay has caused a lot of discomfort, stress and most of all generated a substantial financial loss for myself and perhaps other passengers (estimated at RMB 3,500 if counting the lost of a pay day and the private car from Haikou to Sanya).
I really hope Hainan Airline can show the level of service and professionalism its known for by better recovering this case.
I am looking forward to reading from you,
Danny T
1.0
Bought a trip to shanghai. There is a small mistake with the reservation where there is an extra letter in my last name. That’s it. The airline refuses to correct it. Customer service is pretty much non-existence. Horrible service, don’t care about their customer. Do not do any business with them!!!
Alex
1.0
Super upset with the way management and staff handled the problem. … I bought tickets in advance and called them to change a few dates for one of the tickets and they suggested just to buy another ticket as after all fees it would be cheaper. After this I showed up at the airport to take one of my flights I booked earlier, but found that my ticket was cancelled and I need to pay additional fee to reinstate my ticket. Total miscommunication on all levels.
While trying to resolve the issue everyone was super slow and wasn’t really interested in helping at all, plus gave me an attitude and the manager didn’t show up as promised during the conversation. They truly need to change their opinion about their customer service. Will make sure to share this incident with all my business friends, family and social media. … and will make sure never use this airline again regardless weather it’s pleasure or business traveling!
walter k parker
1.0
Delays Delays Delays! Ive flown 4 legs on one trip and been delayed 5 times. Then when home they lost my baggage and offered no help at all. Still waiting to hear back about my bag. Need for my work and costing me a lot of money and time to replace. I will never fly this airline again. I work in the travel and tourism industry and thought i would try a new airline and that was a huge mistake.
Krystal
1.0
Horrible, horrible experience and non existent customer service. Hainan ruined the end of a very amazing trip in China, after everything refusing any sort of compensation or help after making me miss my flight from Beijing to Canada. This was the first part of my trip I actually felt victim to racism and like I had no voice and no one cared to help me, or even be polite to me. THey told my friend on the plane that they were waiting for me and would put me on. First class an reimburse me yet told me all of the opposite. They offered HER money for my horrible experience, and after weeks of calling, would not even reimburse my fee I paid to change my flight to a week earlier. The staff was rude, and I truly felt like a number they wish would disappear. Its been almost two months and I am still so angry and upset with how I was treated – I will never choose this airline again. They lied to me and told me I missed my flight due to weather when I contacted them, and thats why I could not have compensation even though it was not weather related at all. Every call I got a new excuse but the same poor customer service. Thank god For North American Customer service.
Max
1.0
Staff had issues with understanding English. Had to repeat 3-4 times until they understood.
They were pretty rude and seemed that they hate their job. Not all of them of course.
Food was so so, but rather ok than bad.
THEY LOST MY LUGGAGE. Hainan staff at the destination airport were rude and told me I can buy clothes for up to $100 but it is not certain they will refund it. When I said that I have no clothes to put on me he said I should be carrying some in carry on baggage and it is assumed that the destination is a place where I live and that I have some clothes at home. WTF??!! how stupid is this answer I have no words for it.
I had no further contact from hainan airlines afterwards. Airport staff told me my baggage will be send by DHL courier to my home address. I received a call 5 days later from one of airport’s staff located 300km from my home that the baggage arrived there and is wating for me for pickup. No option that a courier can deliver, as agreed before.
HORRIBLE AIRLINES, will never fly with them again. THE WORST SERVICE EVER.
william
1.0
It was late about five hours to departure from Shanghai to Beijing on June 3,2017 because of aircraft control then I missed the flight HU7977 from Beijing to Calgary that day.
Three days later, I catched the flight from Beijing to Calgary and could not attend an important meeting on June 6, 2017. It is so bad.
On return, it was ok from Calgary to Beijing on June 24,2017. However, Hainan airline suddenly cancel the flight Hu7603 that night and changed to early morning next day. It was another bad dream.
It was a horrible travel I never had.
Kellie
2.0
My luggage was lost on flight 7975 from Beijing to Toronto – I filled out a report at the desk at the airport, however was given no reference number as the lady helping me put the day’s date instead of a reference number.
She also took my tracking number.
I was just told someone would contact me the following day, but I have yet to hear anything.
I am completely dissatisfied with the way they are handling this matter.
Other than that, on flight crew was great.
Tammy Durand
5.0
Re; AHL BKKHU11175
I have been on a beach holiday for a week now with little more than the jeans, sweater and boots that I boarded the plain in Canada with. I was assured first that my bag would arrive on the 14th,then the 16th. I’ve now spent 40USD on a taxi to KOS airport after traking the flight only to realize that my bags were not on the flight, infact, the airport wasn’t even expecting them! I am now begging for information. Not only have I been without my clothing and personal belongings but easter presents for my husband and family are not here for Easter. I understand that errors happen but I am extremely frustrated with the lack of correction. I look forward to a prompt phone call about how this situation is being rectified.
Peter
5.0
1. Lost Luggage on my flight from Beijing to Calgary, no information on the status afterwards, I had to call them myself many times. Then 4 days later my luggage arrived and I had to find out again myself. Because this was a skiing holiday and I got no information about the arrival time of the luggage I had to buy many skiing clothes again and rent some. Now I want to try to reimburse, but on the website there is no contact email for such issues!
2. On the way from Beijing to Calgary the Boarding was with a Bus, took very long and it was cold. A international flight with boarding through a Bus? Oh this is strange.
On my way back I had a transfer in Beijing, 2017-02-05 the flight to CGQ was delayed for 3 hours, the transfer in Beijing is very unconvenient. (Luggage and getting re check in)
3. We booked the flights as a family of 4 (2 little kids), at check in they told us that there are no seats together and we all have to sit seperated, ! this is ridiculous, how can they expect that my little kids are sitting 11hours alone next to strangers? This is stupid! ! After big arguing with the guy at check in he finally could find 2 and 2 together in one row, but not next to each other. All this came again on the flight back, …. and in Calgary there was no one to talk to as we arrived there from kelowna, just 30 min before boarding the came to the check in counter on which we received the tickets.
4. The seats are very hard and not comfortable at all.
5. The food on board was not good.
This was my first and my last flight with Hainain Airlines. Next time I pay more but have a much better experience with Air Canada.
Sunny Liu
1.0
When everything goes smoothly, it is easy to deliver a great service. However, it is through these unexpected events, the resilience of company’s system and process, the focus and priority of company’s leadership, and the maturity, creativity, and attitude of company’s employee receive the true test. I had a good experience with Hainan Airline during my trip in early Dec, 2016, that is why I flew Hainan Airline again for my 12/25/16-1/6/17 trip to China. However this time, I had such horrible experience.
Because my mom was sick, I was in a rush and had to fly back to Lanzhou, China from San Jose, US on Christmas day. When I arrived Beijing on 12/26, my luggage did not show up. Ground service people told me that due to that the flight was overloaded, 11 people’s luggage had been pulled out before the plane had taken off from San Jose. However since it was on Christmas day, the plane was half empty, how could it be overloaded???
Then I was told my luggage will arrive to Lanzhou the day after I arrive. I needed to go to Lanzhou airport to pick it up. I told the service people, that my mom was really sick, I rush back spending thousands dollars on business class ticket to take care of her in the hospital. Lanzhou airport is in an isolated place and is far away from the city. Can they deliver the luggage to my place? The service people said they can try to talk to Lanzhou airport since I was in business class, but first they need to verify if I was in business class. Really? my ticket with my seat number is not enough proof? Also shouldn’t they delivery the delayed luggage due to airline’s mistake to home for all impacted passengers?
The day after I arrived Lanzhou, I got no notifications regarding my luggage. I called Beijing airport, Lanzhou airport, either the call was busy or I was told that I had to call back since person who handled my case was not there. Another day had passed, and after dozen’s call, I finally located that my luggage which had arrived Lanzhou airport. However, again I was told to come to the airport to pick it up. I begged them to deliver since I need to be in the hospital with my mom. Finally, they delivered my luggage to the airport bus stop in the city (not home) on 12/29 night.
However the nightmare had not stopped here. I got message from Hainan airline that my returning flight from Lanzhou to Beijing HU 7232 on 1/6 at 3pm had been cancelled (no reason). I had to call in to change to another flight at 11pm. Then I got another message again two days before 1/6 that the 11pm flight to Beijing also got cancelled (again no reason). I have option to ask for refund. What? I bought ticket from Lanzhou, China to San Jose US transferring through Beijing, If I can’t be in Beijing, how can I go back to US?
I called the Hainan service and was told the only option was to change to 11:20 pm SC8706 Shandong Airline’s flight to Beijing. Once I confirmed, I couldn’t change it again and also no mileage will be accrued since the flight is not from Hainan airline. How “fair” it was! At this moment, the mileage was my last concern. All I want to make sure is that Hainan ground service will still pick me up and put me into the Longhao Hotel at Beijing AirPort as they should do for international transfer passengers.
No surprise, no one was waiting for me at Beijing AirPort when I arrived. I called Hainan service and was told they can’t find my information about arriving Beijing today (because they put me into Shandong airline flight!). After 20 minutes explanation, they finally told me to wait for someone to call me. After another 40 minutes, I was picked by a shuttle and brought to a hotel outside of airport that I had never heard of. No surprise, the hotel was not expecting me either. After 30 mins call with Hainan Airline, hotel manager told me that Hainan made a mistake, they can send the shuttle to pick me up and send me to the Longhao Hotel at Beijing Airport, or if don’t mind, I can also stay at this much cheaper hotel. It was already 3 am in the morning and I was exhausted. I chose to stay.
At the end, I was able to come back to US on 1/7 sound and safe. But this memory will stay with me for a long time.
Xhoeda
1.0
I flew from Berlin to Beijing with Hainan Airlines. Once in Bj my luggage was missing. I filed a report and the lost and found office in Bj told me they would call me back once the luggage would have arrived.
It is 5 days now that I don’t have my luggage and no clothes. Tomorrow I will start a new job and I am desperate because all my belongings were in my luggage.Hainan Airlines still hasn’t had time to call me or communicate with me. Nobody knows about my luggage and they don’t hold themselves responsible for it. Nobody told me I could have been reimbursed in order to buy new clothes and cover myself in Bj’ s cold weather. I am so disappointed and frustrated.
Jenny Lin
1.0
My in laws flew from ShenZhen to Beijing then connect flew to Calgary, Canada in August 11, 2016. Father in law does have knee problem and hypertension, and mother does have heart disease. That was the reason we booked the wheelchairs for both of them. we even bought the business class for them to ensure everything went smoothly.
Unfortunately, after they arrived in Beijing, the service provider for the wheelchair told my in laws that the distance is short enough that they could walk to the gates. It turned out that the 78 years senior couple with knee problem spent almost one hour to get to the gate which is totally unacceptable.
I am complaining here and also talked to the Calgary team leader who’s last name is Sun, I expect to hear your airline customer service back very soon.
Jaime Riddle
1.0
I flew from Spokane USA to Berlin Germany recently. My flight was great and I made it happily, though my luggage did not. Within the last two weeks I have been searching for my bag with means of other airlines and expansive amounts of emails and phone calls. Hainan has been the least helpful and unfortunately they were my final destination airlines who are “supposedly” in charge of assisting the return of my possessions. I filed the initial claim at Tegel airport with the airlines as you are supposed to do. Alaska Airlines notified me of my bag being returned twice to Seattle/Spokane airports. I did receive two emails over the course of 15 days stating that the airport/airlines needed more time in looking for my bag… yet the US locations knew where my bag was and had been. I called Hainan and AirBerlin. Hainan said they don’t usually deal with lost luggage outside of me filing the claim.. CLEARLY! AirBerlin recently said they don’t know why my bag hasn’t arrived yet. I want a reimbursement. I am by myself in a country 5000 miles from home and I am starting college in 6 days. I either need my things delivered to me by that time or money to buy the things I need, like clothes.
Yang
5.0
On the 4th of August my mother booked a ticket with Hainan airlines to quickly attend to her father’s funeral. Into the rush she did a mistake by booking a 30 hours flights with two stops one in Prague and the other one in Beijing. After realizing it (5 min after) I called directly the customer service to ask if it is possible to change the reservation, they then told to send a refund application and no fee will be assessed and to book new tickets. Otherwise he told me that some charges will be taken if I change my mother’s reservation. I did apply for a refund and call them back directly to make sure they received it, then my mom can buy a new ticket. He told me everything is good so just book the new ticket, my mother repurchased a 900€ ticket with the same company so she can attend the funeral on time. Today, first email.. They have received my application and a 20€ fees will be charged, so I thought ok fair enough it’s only 20€ …. Three hours after, a new email which said to ignore the previous email and they are going to charge me 200€ !! I can’t believe it, and I want to be reimbursed the whole amount which is 717€. I have followed your instructions and even called your team three times to make sure everything went smooth.
I would give zero stars if that was possible.
I can’t even begin to explain how frustrated I am with this airline. Never had I had such a hard time with an airline, and I fly a lot. My flight in Hong Kong was delayed for about 3 hours and my connecting flight in Beijing was delayed 8 hours. After all of that frustration and sleepless nights, I then returned to find that my baggage never came. There is not a single person to contact, no numbers on their damn website, and not a single person who will speak English. Had I wish I would have seen these reviews before I booked my flight, I would have never booked it.
Can not give ‘0’ stars on this site but this is what the rating should be.
Not sure this website will get results either.
Lost our luggage on a non-stop flight from Chicago to Beijing. Absolutely no customer service. Can’t find any numbers to call. Website has no information regarding how to track luggage or even talk with a representative. No excuse for not being able to contact the airline. Wish I had read these reviews before booking.
No Stars!!!
A truly awful airline. Do not fly with this airline. I flew with them last month, the reason to see my sick parents for a few days (Hangzhou to Manchester) they screwed up my connection, then put me in a hotel that was an absolute dump, provided no meals for over 24 hours, the hotel staff pestered me with tours even though I told them I was flying home to see my terminally ill father. Also, the customer service in non-existent, it’s impossible to send emails, they pick-up the phone and put it down.
Just recently flew from Chicago to Bangkok on business class. Upon arriving in Bangkok one of my new Samsonite 29 inch didn’t arrive with my other suitcas. After filling out the form at the airport and checking for 2 days still nothing. When we called the airlines they put us on hold then dicconected 3 times on call backs. Now living for SIem Reap minus one suitcase with 3 weeks of shopping at $3600. and medication The airlines was quick to accept my $2700 for my ticket but have t returned my call or will discuss on the phone hanging up solves their problem. This was my first time flung them out of the 100,000+ miles I fly a year. Congrats on the worst customers service ever.
First of all please note I am NOT giving 5 stars, it just won’t let me alter the Rating, there seems to be an error with your system – I would actually like to give zero stars!
When we arrived at Sydney airport to fly to Hainan, the woman at check-in told my girlfriend that she would not be flying to Hainan as she was from the United States. According to her you cannot get a visa on arrival if you are from the States. This contradicted what we had researched online which stated she could get a visa on arrival. We asked her what our options were and she said there was no option – we would not be going on holiday. She was not sympathetic at all and told us to go home. My girlfriend had been excited about this trip for a long time and a lot of money had gone into the trip. My girlfriend started crying. We asked whether we could speak to anyone else about this, the manager was called and after he made a few calls he said that actually we could go after all! No apology at all, no recompense for the extreme emotional stress of the situation. Surely one of the key parts of the job of checking people in is knowing who can and can’t fly to that specific country! Absolutely ridiculous. We asked whether we could have an upgrade due to the error but it was claimed the plane was totally full and we in fact had ‘very good seats’ which turned out to be a complete lie. When we got on the plane and to our seats, they were anything but good. I tried to work my entertainment and it was broken and it was just a black screen! I asked the air hostess what they could do about this, they said nothing. I realised there were some first class seats available after all – I asked whether I could sit there just so I could watch a movie and make the 10hr flight bearable. They said no. There was no effort made at all to sympathise with our situation. In the end the air hostess said we could sit with the crew in the crew seats. A complete ridiculous situation when there were a number of spare first class seats not being used at all! This whole experience has been terrible and I blame your airline completely for the series of events. I look forward to hearing your response and how you plan to recompense us. I am even considering paying to fly on another airline on my return trip to Sydney.
I will reconsider my airlines choice from now on due to a very bad experience with Hainan. I just completed a trip on March 23, 2018, from Hong Kong to San Jose via flights HU8190/HU7989. I noticed serious damages to my luggage upon returning home. Those are new damages and were not there at the time when I checked-in at Hong Kong airport on March 23, 2018.
I spoke with your U.S. customer representative, Azlan, and I was asked to submit pictures of the luggage for your reference. I followed Azlan’s instructions promptly and submitted my claim with pictures for proof of damage to the properly department. But I only received a blunt reply from your representative, 王芬(Cheris) , see her email in caption below.
“Hello, there is no compensation for the wear of the suitcase. I have just applied for our manager, and he agreed to pay you fifty dollars. I hope you will consider replying to me. Thank you very much.
In addition, I need your passport. thank you.
Regards
Cheris”
My luggage is a Rimowa Salsa 26” Multiwheel (Matte Bronze), replacement cost is USD650. The suitcase was severely dented/broken and since it is made with polycarbonate material, it is non-repairable.
The gesture and settlement suggested by Cheris is absolutely unacceptable, I am also shocked by Hainan’s poor customer service. I expect to receive a reasonable response from Hainan.
I would give zero stars if I could. We had four nor’easters on the East coast the past month, and one of which left many without power/electricity. The states of MA and NY issue travel warnings to all non-emergency personnel, and also warned citizens to remain off the roads. As such, we missed our flight out to China. Customer service refused to refund, even after I provided evidence of these warnings. Was charged $450 fee for refund, and have actually not received a penny of ANY of my refund. Customer service has been non existent and rude.
I booked this flight and got an email saying my flight is delayed and I qualify for an involuntary refund which doesn’t incur any fee (i.e. a full refund). However, after being kicked around by the CS agents, I was told that my delay was determined by people not qualifying for an involuntary refund… I will never do business with HA again!
Honestly, flight was pleasant enough with Hainan Airlines, especially with direct flight. However, not so much with baggage! I’m so disappointed with them regarding my recent trip from Beijing to Calgary on Dec 23, 2017 when traveling with my two little kids. I was devastated when we arrived at Calgary airport and only to find out both my checked bags were not there! It’s right before Christmas and I had all of my Christmas shopping for the family and friends packed in the 2 big suitcases! Rather desperate! We left the airport after filling out some initial paperwork and got home empty handed. The next day, we had to rush to various stores in deep cold (-40) to get some last minute presents for Christmas. I was told the bags should come on next trip, well, yes, that was 3 days later on Dec 26. And only ONE came that night. Since then, I had to contact the airline office headquarters and Calgary airport numerous times (phone calls, emails, texts) to locate that missing bag. Forms sent, copies of tickets, ID, descriptions of the items sent again and again, both in English and Chinese!!! Frustrated? Absolutely! Sleepless and tired? Absolutely! Bravo, the other bag finally came ONLY after 23 days just because of my never-giving-up spirit! But the bag was damaged, handle broken, dirty with holes. NO reasons given. I sent in claim for expenses incurred due to bag delays and bag damage! More paperwork requested and sent… It’s more than a week since my last email follow up.. no response yet…Wish me luck to get some reasonable compensation!
I am requesting a refund of $90 that I paid for the extra leg room, and an apology from Hainan Airlines. Here is why:
I took a flight from Los Angeles to Chengdu on Dec 20, 2017. It was my first time flying Hainan Airlines and the experience was BAD! Basically there were following 4 issues:
(1) I confirmed on the airline’s website for an aisle seat when booking the ticket in October 2017; however, at the check-in counter on the day of flight, the staff told me that I was getting a middle seat! I told the staff about the confirmation, but the staff wanted me to show the confirmation. I couldn’t find it in my phone at the spot. Then I asked if I can get an aisle seat, the staff responded that she couldn’t because the flight was “super packed”, which was NOT true.
(2) Based on the information from the staff, i.e., only a middle seat was available, I asked if there was a seat that I could pay for extra leg room, the staff said it would cost $90, and I paid. The staff could not give me receipt of my payment but said the receipt would be given at the gate. At the gate, another staff (a middle-age woman in a red suit) asked me to step out of the line and approach the counter. I was given the receipt at the counter. Then I found the line moved quickly and I could not go back where I was in the line. Therefore I asked the staff if she could just check me in there but she refused. I had to go to the end of the line. WHY COULDN’T the staff give the receipt to me while I was in line?
(3) After I boarded the flight, I realized the front counter staff LIED! The plane wasn’t packed at all! Some passengers even got to occupy 3 adjacent seats! Since I paid the $90, I sat at the 30th row which had extra leg room.
(4) Things got even worse, just before the takeoff, two men moved from the regular seats to row 30th which would require the extra $90. The flight attendants did not request them to move back. I asked the men if the paid the extra $90, they both said they did not. This is completely UNFAIR AND UNACCEPTABLE!.
The flight back from Chengdu to Los Angeles was rather pleasant. But I am requesting the $90 for the Los Angeles – Chengdu trip on December 20, 2017.
My bag was held on a plane from Beijing to Berlin. After being promised it would arrive in two days, it took another three days of emailing every email I could find to get a response and another two days for them to tell me it was still in Beijing.
After that they refused my request to hold my bag in Beijing until I arrived again, telling me I’d have to get in in Berlin, even though I was no longer in Germany.
Days after that they said that the Berlin Airport would send it to the address I was at.
After it never arrived I spent another few days emailing the airline inquires without a reply, until today (27 days after my flight) telling me that my bag is lost and they will only refund me $420 (which is probably about 1/6 of what the bag is worth, as the bag itself was about $200 not to mention the couple hundred dollars I had to spend since I was traveling without my bag in countries that were freezing temperatures for near a month)
Throughout the process I have been repeatedly refused to be given a phone number to call or official airline policy to read about the situation.
My baggage was held back in Beijing on my flight from Hong Kong to Beijing to Vegas. The airline representative at Vegas told me they would could send it out the next business day, but it’s been almost 5 days and I still haven’t heard back from anyone on the status of my bag. I have precious items in there and am very worried about getting them back as soon as possible.
Hainan lost my luggage somwhere between calgary and bangkok. Its been 4 days and no one is contacting me about my lost bags? Do they even care?
Dear Hainan Airline team,
I am eventually finding the time to write about the issue I have encountered with the flight HU7940 from Bangkok to Haikou. As you are aware we have boarded the flight twice on the 17th November to eventually be relocated to the Novotel airport for the night until the aircraft could be fixed on the next day. I have to say the organization and the team have been very well organized and assisting every passengers the best they could. I am also thankful to the pilot and airline for not compromising on safety issue.
However the travelling took 40 hours door to door and miss one day of work as well as my train from Haikou to Sanya and eventually had to pay for private car from Haikou to Sanya. When we arrived in Haikou, every passenger was given RMB 400 as compensation which is choking based on the fact that this delay has caused a lot of discomfort, stress and most of all generated a substantial financial loss for myself and perhaps other passengers (estimated at RMB 3,500 if counting the lost of a pay day and the private car from Haikou to Sanya).
I really hope Hainan Airline can show the level of service and professionalism its known for by better recovering this case.
I am looking forward to reading from you,
Bought a trip to shanghai. There is a small mistake with the reservation where there is an extra letter in my last name. That’s it. The airline refuses to correct it. Customer service is pretty much non-existence. Horrible service, don’t care about their customer. Do not do any business with them!!!
Super upset with the way management and staff handled the problem. … I bought tickets in advance and called them to change a few dates for one of the tickets and they suggested just to buy another ticket as after all fees it would be cheaper. After this I showed up at the airport to take one of my flights I booked earlier, but found that my ticket was cancelled and I need to pay additional fee to reinstate my ticket. Total miscommunication on all levels.
While trying to resolve the issue everyone was super slow and wasn’t really interested in helping at all, plus gave me an attitude and the manager didn’t show up as promised during the conversation. They truly need to change their opinion about their customer service. Will make sure to share this incident with all my business friends, family and social media. … and will make sure never use this airline again regardless weather it’s pleasure or business traveling!
Delays Delays Delays! Ive flown 4 legs on one trip and been delayed 5 times. Then when home they lost my baggage and offered no help at all. Still waiting to hear back about my bag. Need for my work and costing me a lot of money and time to replace. I will never fly this airline again. I work in the travel and tourism industry and thought i would try a new airline and that was a huge mistake.
Horrible, horrible experience and non existent customer service. Hainan ruined the end of a very amazing trip in China, after everything refusing any sort of compensation or help after making me miss my flight from Beijing to Canada. This was the first part of my trip I actually felt victim to racism and like I had no voice and no one cared to help me, or even be polite to me. THey told my friend on the plane that they were waiting for me and would put me on. First class an reimburse me yet told me all of the opposite. They offered HER money for my horrible experience, and after weeks of calling, would not even reimburse my fee I paid to change my flight to a week earlier. The staff was rude, and I truly felt like a number they wish would disappear. Its been almost two months and I am still so angry and upset with how I was treated – I will never choose this airline again. They lied to me and told me I missed my flight due to weather when I contacted them, and thats why I could not have compensation even though it was not weather related at all. Every call I got a new excuse but the same poor customer service. Thank god For North American Customer service.
Staff had issues with understanding English. Had to repeat 3-4 times until they understood.
They were pretty rude and seemed that they hate their job. Not all of them of course.
Food was so so, but rather ok than bad.
THEY LOST MY LUGGAGE. Hainan staff at the destination airport were rude and told me I can buy clothes for up to $100 but it is not certain they will refund it. When I said that I have no clothes to put on me he said I should be carrying some in carry on baggage and it is assumed that the destination is a place where I live and that I have some clothes at home. WTF??!! how stupid is this answer I have no words for it.
I had no further contact from hainan airlines afterwards. Airport staff told me my baggage will be send by DHL courier to my home address. I received a call 5 days later from one of airport’s staff located 300km from my home that the baggage arrived there and is wating for me for pickup. No option that a courier can deliver, as agreed before.
HORRIBLE AIRLINES, will never fly with them again. THE WORST SERVICE EVER.
It was late about five hours to departure from Shanghai to Beijing on June 3,2017 because of aircraft control then I missed the flight HU7977 from Beijing to Calgary that day.
Three days later, I catched the flight from Beijing to Calgary and could not attend an important meeting on June 6, 2017. It is so bad.
On return, it was ok from Calgary to Beijing on June 24,2017. However, Hainan airline suddenly cancel the flight Hu7603 that night and changed to early morning next day. It was another bad dream.
It was a horrible travel I never had.
My luggage was lost on flight 7975 from Beijing to Toronto – I filled out a report at the desk at the airport, however was given no reference number as the lady helping me put the day’s date instead of a reference number.
She also took my tracking number.
I was just told someone would contact me the following day, but I have yet to hear anything.
I am completely dissatisfied with the way they are handling this matter.
Other than that, on flight crew was great.
Re; AHL BKKHU11175
I have been on a beach holiday for a week now with little more than the jeans, sweater and boots that I boarded the plain in Canada with. I was assured first that my bag would arrive on the 14th,then the 16th. I’ve now spent 40USD on a taxi to KOS airport after traking the flight only to realize that my bags were not on the flight, infact, the airport wasn’t even expecting them! I am now begging for information. Not only have I been without my clothing and personal belongings but easter presents for my husband and family are not here for Easter. I understand that errors happen but I am extremely frustrated with the lack of correction. I look forward to a prompt phone call about how this situation is being rectified.
1. Lost Luggage on my flight from Beijing to Calgary, no information on the status afterwards, I had to call them myself many times. Then 4 days later my luggage arrived and I had to find out again myself. Because this was a skiing holiday and I got no information about the arrival time of the luggage I had to buy many skiing clothes again and rent some. Now I want to try to reimburse, but on the website there is no contact email for such issues!
2. On the way from Beijing to Calgary the Boarding was with a Bus, took very long and it was cold. A international flight with boarding through a Bus? Oh this is strange.
On my way back I had a transfer in Beijing, 2017-02-05 the flight to CGQ was delayed for 3 hours, the transfer in Beijing is very unconvenient. (Luggage and getting re check in)
3. We booked the flights as a family of 4 (2 little kids), at check in they told us that there are no seats together and we all have to sit seperated, ! this is ridiculous, how can they expect that my little kids are sitting 11hours alone next to strangers? This is stupid! ! After big arguing with the guy at check in he finally could find 2 and 2 together in one row, but not next to each other. All this came again on the flight back, …. and in Calgary there was no one to talk to as we arrived there from kelowna, just 30 min before boarding the came to the check in counter on which we received the tickets.
4. The seats are very hard and not comfortable at all.
5. The food on board was not good.
This was my first and my last flight with Hainain Airlines. Next time I pay more but have a much better experience with Air Canada.
When everything goes smoothly, it is easy to deliver a great service. However, it is through these unexpected events, the resilience of company’s system and process, the focus and priority of company’s leadership, and the maturity, creativity, and attitude of company’s employee receive the true test. I had a good experience with Hainan Airline during my trip in early Dec, 2016, that is why I flew Hainan Airline again for my 12/25/16-1/6/17 trip to China. However this time, I had such horrible experience.
Because my mom was sick, I was in a rush and had to fly back to Lanzhou, China from San Jose, US on Christmas day. When I arrived Beijing on 12/26, my luggage did not show up. Ground service people told me that due to that the flight was overloaded, 11 people’s luggage had been pulled out before the plane had taken off from San Jose. However since it was on Christmas day, the plane was half empty, how could it be overloaded???
Then I was told my luggage will arrive to Lanzhou the day after I arrive. I needed to go to Lanzhou airport to pick it up. I told the service people, that my mom was really sick, I rush back spending thousands dollars on business class ticket to take care of her in the hospital. Lanzhou airport is in an isolated place and is far away from the city. Can they deliver the luggage to my place? The service people said they can try to talk to Lanzhou airport since I was in business class, but first they need to verify if I was in business class. Really? my ticket with my seat number is not enough proof? Also shouldn’t they delivery the delayed luggage due to airline’s mistake to home for all impacted passengers?
The day after I arrived Lanzhou, I got no notifications regarding my luggage. I called Beijing airport, Lanzhou airport, either the call was busy or I was told that I had to call back since person who handled my case was not there. Another day had passed, and after dozen’s call, I finally located that my luggage which had arrived Lanzhou airport. However, again I was told to come to the airport to pick it up. I begged them to deliver since I need to be in the hospital with my mom. Finally, they delivered my luggage to the airport bus stop in the city (not home) on 12/29 night.
However the nightmare had not stopped here. I got message from Hainan airline that my returning flight from Lanzhou to Beijing HU 7232 on 1/6 at 3pm had been cancelled (no reason). I had to call in to change to another flight at 11pm. Then I got another message again two days before 1/6 that the 11pm flight to Beijing also got cancelled (again no reason). I have option to ask for refund. What? I bought ticket from Lanzhou, China to San Jose US transferring through Beijing, If I can’t be in Beijing, how can I go back to US?
I called the Hainan service and was told the only option was to change to 11:20 pm SC8706 Shandong Airline’s flight to Beijing. Once I confirmed, I couldn’t change it again and also no mileage will be accrued since the flight is not from Hainan airline. How “fair” it was! At this moment, the mileage was my last concern. All I want to make sure is that Hainan ground service will still pick me up and put me into the Longhao Hotel at Beijing AirPort as they should do for international transfer passengers.
No surprise, no one was waiting for me at Beijing AirPort when I arrived. I called Hainan service and was told they can’t find my information about arriving Beijing today (because they put me into Shandong airline flight!). After 20 minutes explanation, they finally told me to wait for someone to call me. After another 40 minutes, I was picked by a shuttle and brought to a hotel outside of airport that I had never heard of. No surprise, the hotel was not expecting me either. After 30 mins call with Hainan Airline, hotel manager told me that Hainan made a mistake, they can send the shuttle to pick me up and send me to the Longhao Hotel at Beijing Airport, or if don’t mind, I can also stay at this much cheaper hotel. It was already 3 am in the morning and I was exhausted. I chose to stay.
At the end, I was able to come back to US on 1/7 sound and safe. But this memory will stay with me for a long time.
I flew from Berlin to Beijing with Hainan Airlines. Once in Bj my luggage was missing. I filed a report and the lost and found office in Bj told me they would call me back once the luggage would have arrived.
It is 5 days now that I don’t have my luggage and no clothes. Tomorrow I will start a new job and I am desperate because all my belongings were in my luggage.Hainan Airlines still hasn’t had time to call me or communicate with me. Nobody knows about my luggage and they don’t hold themselves responsible for it. Nobody told me I could have been reimbursed in order to buy new clothes and cover myself in Bj’ s cold weather. I am so disappointed and frustrated.
My in laws flew from ShenZhen to Beijing then connect flew to Calgary, Canada in August 11, 2016. Father in law does have knee problem and hypertension, and mother does have heart disease. That was the reason we booked the wheelchairs for both of them. we even bought the business class for them to ensure everything went smoothly.
Unfortunately, after they arrived in Beijing, the service provider for the wheelchair told my in laws that the distance is short enough that they could walk to the gates. It turned out that the 78 years senior couple with knee problem spent almost one hour to get to the gate which is totally unacceptable.
I am complaining here and also talked to the Calgary team leader who’s last name is Sun, I expect to hear your airline customer service back very soon.
I flew from Spokane USA to Berlin Germany recently. My flight was great and I made it happily, though my luggage did not. Within the last two weeks I have been searching for my bag with means of other airlines and expansive amounts of emails and phone calls. Hainan has been the least helpful and unfortunately they were my final destination airlines who are “supposedly” in charge of assisting the return of my possessions. I filed the initial claim at Tegel airport with the airlines as you are supposed to do. Alaska Airlines notified me of my bag being returned twice to Seattle/Spokane airports. I did receive two emails over the course of 15 days stating that the airport/airlines needed more time in looking for my bag… yet the US locations knew where my bag was and had been. I called Hainan and AirBerlin. Hainan said they don’t usually deal with lost luggage outside of me filing the claim.. CLEARLY! AirBerlin recently said they don’t know why my bag hasn’t arrived yet. I want a reimbursement. I am by myself in a country 5000 miles from home and I am starting college in 6 days. I either need my things delivered to me by that time or money to buy the things I need, like clothes.
On the 4th of August my mother booked a ticket with Hainan airlines to quickly attend to her father’s funeral. Into the rush she did a mistake by booking a 30 hours flights with two stops one in Prague and the other one in Beijing. After realizing it (5 min after) I called directly the customer service to ask if it is possible to change the reservation, they then told to send a refund application and no fee will be assessed and to book new tickets. Otherwise he told me that some charges will be taken if I change my mother’s reservation. I did apply for a refund and call them back directly to make sure they received it, then my mom can buy a new ticket. He told me everything is good so just book the new ticket, my mother repurchased a 900€ ticket with the same company so she can attend the funeral on time. Today, first email.. They have received my application and a 20€ fees will be charged, so I thought ok fair enough it’s only 20€ …. Three hours after, a new email which said to ignore the previous email and they are going to charge me 200€ !! I can’t believe it, and I want to be reimbursed the whole amount which is 717€. I have followed your instructions and even called your team three times to make sure everything went smooth.