We have booked yr frieights from Moscow , through transfer at Peking, to HK on 28 Aug. However, we have found a very very bad experience with yr services.
We could not found our baggages when we reached at HK airport, as the baggages were left behind at Peking !
Listed below please find the reference for your follow up :
CA 908948 and CA 295976. Property Irregularity Report Number CA/MM-GH -R18
We found the experience very bad :
1) Many important things were packed in the baggages, including the daily nescessities , as well as the keys to my house, were kept in the baggages. It causes a lot of problem.
2) We are unable to go inside into my house, until I seek my friends assistance to open the door.
3) We have wasted much time in waiting for the lost baggages, until we go to the Information Center to check for the causes. We don’t understand why yr office not inform us that our baggags were held in Peking, but just wait for us to hurry and check it out at the Info Centre, wasting us too much time !
4) We have to be very hurry to solve the problem and catch up with our schedule, after much time was wasted !
5) We have received the baggages on the following day. However, we found our baggages got wet ( as per attached photo ) How to use the baggages cases ?
Please advise your remedies and compensation for our losses, in terms of timing lost, troubles encountered, our baggages got wet and useless, and the resources spent on this case, especially asking for friends assistance to open the door and the extra travel expenses to catch up with the tight schedule.
Please reply and advise us ASAP.
Best regards
Ho Ying Ying and Ng Yau Kan
Sarah Z
1.0
To Whom It May Concern:
As a frequent flyer and customer of Star Alliance, I’m writing in regards to an extremely distasteful experience I had with your airline company. I booked a flight to visit my husband in Dubai, UAE on June 12, 2018, flight CA992 that was scheduled to depart at 13.50. At the YVR (Vancouver International Airport) check in counter, I was advised by your airline representative (she was working the day of my flight) that the Air China flight from Vancouver to Beijing (CA992)was delayed and since I had a connecting flight from Beijing to Dubai (CA941) at 07.20, I will not be able to make it in time for that flight due the delayed flight from Vancouver to Beijing. As a result, I was told that I either should cancel this flight and come back the next day or have a layover for more than 24 hours in Beijing and that Air China will provide food and accommodation so I can catch the flight to Dubai from Beijing the next day, June 14, 2018 at the same time.
It is also worth mentioning that I was 20 weeks pregnant at the time and not only was I not feeling well but was feeling extremely tired. I have been a frequent traveler and I have never had encountered such problems with an airline company before this. Please be advised that I am attached with Air Canada and I am well aware of how Star Alliance works. As a member of Star Alliance, you must know customer satisfaction is a guarantee and is a top priority for an airline company to be listed in the Top 10 Best Airline in the world category.
The first leg was from Vancouver (YVR) to Beijing (PEK). This flight was delayed due to whatever reason, which was the first of many problems in this fiasco. Upon confirming with your Flight agents at the airport in Vancouver, I was promised to be given accommodation and food for the 24 hours wait at Beijing before I can take the next flight to Dubai the next day June 14, 2018. I was aware that the arrival of this flight will not give me enough time for me to make the connecting flight so I agreed to stay in Beijing for 24 hours provided Air China accommodate my stay and food. I was also told that I will have to collect my luggage from China and it will not be sent to Dubai directly, as I have more than 24 hours of stay in Beijing. I was not happy about this, but I agreed because I had no choice. For my contentment and ease of mind, I even re-confirmed with the Air China staff on my arrival visa in China and that I won’t have any problems, your staff told me I will not have any issues getting an “on arrival” visa at Beijing since my transit is more than 24 hours. As per China rule, passengers who are in transit for more than hours can apply for a Visa on Arrival and since I arrived exactly 27 hours prior to my next connecting flight from Beijing to Dubai (CA941 on June 14, 2018).
I was re-assured that Canadians DO NOT have any problem in obtaining Visa on Arrival. Throughout the entire flight I was extremely restless thinking about my 24-hour transit in China, and/if I would have to face any other problems when I arrive in Beijing. And true enough, when I approached the gates, I asked about Air China’s office and luggage claim and I was directed to the Immigration to obtain the Visa on Arrival before I can get out to claim my luggage and make arrangements for my hotel stay. After an hour standing at the Immigration, my Visa on Arrival was denied. I informed the Immigration and Air China office which were side by side on why would I not get a Visa and that I have more than 24 hours of layover and I was without my luggage – no one would help me. Not only language was a barrier, no one at the airport would provide me with the right information. I even had everything in writing from Air China in Vancouver on my ordeal and the hotel and food arrangement, but Air China and the Immigration will not help! I was not only treated badly, I was also disrespected and treated with racist remarks despite telling them I was pregnant.
For your information, I had further plans to travel to Pakistan from Dubai after a few days and/so I had a Pakistani visit visa on my Canadian passport. I was told by one of your Air China agent that the Immigration of China WILL NOT issue Visa on Arrival because I had the Pakistani Visit Visa stamp on my passport. I informed the agent that this is not my problem and I should not be denied a Visa on Arrival because of the nature of my flight. I even requested for a stay at the airport hotel since I am not given a visa and it was important for me to claim my luggage. Not only did Air China NOT provide me with a stay at the airport hotel, I was not even offered any food/drink voucher. This was Air China’s responsibility to ensure if the flight has been delayed/cancelled/changed, Air China is wholly responsible to make the necessary arrangements to ensure passengers are taken care of. Isn’t this what Air China takes pride to be a member of Star Alliance for? As I have mentioned earlier, I am with Air Canada and I know what are passenger’s rights and company’s responsibility to make sure the airline’s rules and regulations and customer satisfaction guaranteed are followed.
It was not the fact that the Visa on Arrival at China was denied to me, it was more on the treatment I had received from Air China’s personnel and their lack of customer service and willingness to assist me knowing that I was stranded at the airport for more than 24 hours for something that is entirely the airline’s’ fault and not mine and that I was pregnant. Above all, where is your courtesy and humanity to stall a pregnant woman for more than 24 hours at the airport with no access to a room or a lounge without food and water? This is not only an act of discrimination but inhuman given the fact that I had to sleep on the airport benches the entire night and waited the whole day before my flight the next day, almost 24 hours later. How do you justify such behavior?
Throughout my transit at Beijing airport (PEK), I spent my own money for food and massage (because I did not only sleep, my body and feet started to ache and was swollen with blisters (due to my condition). I had no choice and wait (the longest wait I had to in my life) before I could catch my flight to be with my husband in Dubai. Imagine the frustration and concerns Air China had made my family and I go through for 2 days? It is atrocious! I reached Dubai and waited at the baggage claim to see maybe I might get my luggage, but then I remembered the immigration personnel and Air China staff telling me that I will not get my luggage until and unless I claim for a baggage loss in Dubai (this again because I was refused a transit visa and was told I need to file a missing baggage report) to have the baggage sent from Beijing to Dubai.
Another frustration, the fact that I have to travel to Pakistan the following night, and I could not do that because of the delayed flight and 24-hour transit, not only I was forced to cancel my flight to Pakistan from Dubai on June 13, 2018, I ended up paying the fare difference, as well as re-booking the next day for another flight to Karachi. Now since my luggage wasn’t even on board, I was deprived of medication (which were in my luggage) as well as other necessary essentials (toiletries, clothes, and such).
I filed a missing baggage report at the Dubai airport on June 14, 2018 and have attached the report for your review. Due to flight change, I had to book a night at Dubai airport, not jut to catch the flight to Pakistan the next day, but I obviously was without my luggage and essentials and medication. How much more must a pregnant woman endure in 24 hours? We had spent over $ in additional costs between hotels, expensive airport meals, and much needed supplies like my essentials and medication. I obviously had to spend money on my clothing and essentials needed that night because I did not have my luggage with me. Fortunately, the night of our flight to Pakistan, my luggage from Beijing arrived in nick of time, just 45 minutes before our flight.
Our arrival to Karachi was on the morning of Eid (Muslim’s festive day), which was June 15, 2018, exactly 3 days after I left Vancouver. I had not only missed the festivities the night before which was specially organized for me by my in laws and family, but my health started to deteriorate badly. With no rest, no sleep, swollen feet and body ache, I had the worst time sleeping and adjusting or even enjoying the family time I was supposed to receive had I not receive the treatment in Beijing and by Air China officials. It certainly did not feel like a vacation for me. After several days of body aching, I started developing cramps and bleeding which continued several days. Upon checking at the emergency, I was asked for complete bed rest, or it will affect my health and pregnancy. Throughout the time from my arrival to Pakistan to June 23, 2018, I was restless and on bed rest. I did not enjoy my family time, my festive season and vacation time with my husband. June 24, 2018, I was taken into the hospital for deteriorating health and bleeding, and within hours later, I suffered a miscarriage.
I never though I would experience such a horrible time just traveling when it has been something I am used to. Never have I ever felt or treated badly compared to what I experienced and felt with Air China. If nothing of this had happened, I would still be pregnant today. And I hold Air China completely responsible for this. I spent my entire 3 weeks in Pakistan sick, resting and away from my husband, due to recovery. Knowing Pakistan’s medical facility isn’t the most top notch in the world, I had no choice but to receive treatment (even though I was extremely scared due hygiene and other purposes). How do you propose to comprehend what I went through or even compensate me for my loss? The worst wasn’t over. Just days before returning to Vancouver, I requested the Air China staff at the Dubai office to reschedule my return date which was scheduled for July 08, 2018 (CA942/CA997) Dubai-Beijing-Vancouver.
We were told we not only have to pay a fare difference there were no seats available for economy class. Despite letting the staff know on my medical condition and how I was not fit to travel long flights and stay another 12 hours at the airport, our request was declined. Air China could have offered an upgrade to my ticket without charge and put me on to the next available flight – but no that didn’t happen. Nevertheless, in good faith, Niyas, from the Air China office offered to change the date to August 7, 2018 with a minimal charge. One month of additional stay and expenses was covered by my husband and I, yet we let it be. Finally the day of departure arrived, and I was scared as hell as I did not wanted to go through the same experience earlier, I made sure I contacted the Air China office to let them know and requested for food voucher and stay at the lounge until the next leg from Beijing to Vancouver (CA997). I received an email stating that I was given a lounge for the day. Little did I know when I arrived in Beijing, the lounge given was not only dirty, it was without food, no boarding seats that were comfortable, and as a matter of fact it was filthy and wet. Above all the air condition of the lounge was either turned off or not working. Imagine my frustration, again. I could do nothing other than wait for my time to pass and I slept on the couch that was wet and dirty. Honestly, I was just counting my time and waiting to get back to Canada.
Worst experience even, flight, customer services and lounge service and I am amazed Air China wants to compete in the Top 10 Best Airline in the World through Star Alliance. Is this how you treat all of your preferred customers? After everything Air China has put me through, and the ordeals as well as loss of life (my miscarriage), Air China is completely responsible.
The cost definitely adds up, but what really is more hurting is the way I was treated and how Air China handled the situation. The employees, rather than helping, were simply passing me along without the help that I needed. It was a series of problems, one on top of another. Not just a single failure to perform, which can definitely be understood. I completely understand that mistakes happen, and things can’t always run as smoothly as planned. But I refuse to understand the lack of help and customer service that I received. I was disregarded and unvalued knowing the position I was in, pregnant!
As a Air Canada employee, I realize many customers experienced delays and similar problems, but I still felt like things could have been handled better.
Daniel
5.0
I want to complain about me and my wife’s flight experience traveling on Shandong Airlines.. I want a full refund. We made our booking with trip.com Ket me explain what happened.
1. The flight was delayed for more than 2 hours
2. The bus to go on before boarding the plane was not ready and had no air conditioner with people standing in the crammed hot sun on the bus for half an hour.
3. When getting on board the airplane staff nor crew offered to give water to us or customers after a long delay on the bus.
4. The airplane itself had problems when landing with brakes having difficulty with stopping.
5. When getting off the airplane another passenger hit my wife with his luggage and hurt my wife. She complained and yelled at the passenger and staff on Shandong Airlines Flight SC4081 but staff did not care and blamed my wife instead. Me and my wife stood on board the airplane and even the captain spoke to my wife and others promised to give my wife money but nobody ever gave us anything. Instead they gave us a number to call and no assistance was ever given. We kept calling Shandong Airlines to complain but the agents only offered my wife either a toy airplane or an upgrade to business class on a future short flight. The whole service experience with Shandong Airlines is degrading and insulting. I want a full refund for the terrible flight
Jef Cheah
1.0
July 15th 2018, flight CA 428 from Hongkong to Chengdu, dep 19:45
Travelling are myself and my 10-year old daughter
Flight delayed 4 hours from original departure time, normal for most Chinese destinations from HKG
One hour before landing, pilot announces that due to bad weather in Chengdu, we would land in Chongqing – landed 01:45
At 02:15, pilot announces we would refuel and depart right away for Chengdu, we should not use electronics during refuelling
At 02:45, pilot announces we would need to dock but we were still 3rd in line to the docking bay. No further announcements from pilot
At 04:30 I awake to find out we are still on the plane, crew has no information except that the airport had closed, that we would wait for airport to reopen but that she did not know and wasn’t told what time that would be.
It is now 05:22 and there is no further information or announcement. I am looking forward to publishing this experience in as much press as possible (luckily I have good contacts in both Chinese and HK media) and will fight hard upon landing that my daughter and I get compensated adequately.
Will follow-up with the conclusion to this shortly
David
1.0
I would like to file a complaint against your airline company Air China for making my wife and I miss our connecting flight in Beijing to Hong Kong. Our flight CA0880 from Montreal on May 19th departed at 4:00pm, 10 minutes earlier than the set departure time of 4:10pm. We had a connecting flight in Beijing on May 20th scheduled at 6:30pm on flight CA107 and was supposed to be landing at 5:00pm however the plane only landed at 5:50 pm in Beijing. Due to this delay we missed our connecting flight to due the poor customer service from Air China at Beijing airport. When we arrived at the Beijing airport we were able to see that the were doing a last call however nothing was done to communicate to hold the plane for us and for other passengers that were supposed to be on that flight as well. This was the first time that we had flown with Air China and was the worst experience ever compared to other Airlines that we have flown with in the past. We had stayed in Beijing airport trying to figure out what to do until 9pm where we were told that we are getting a hotel to stay for the night with a meal included and will be catching a flight the next morning at 8am. We had taken a bus that brought us to a hotel which was the worst hotel ever in my life. Is this how you treat customers? We went into the restaurant hoping for a good meal after all of this terrible customer service and making us miss our flight. We were presented with a buffet that was the most disgusting food ever and with nothing to drink. Once we got into our room it smelled rotten and the bed was like sleeping on a piece of wood.
The next day we went back to the airport to catch our flight and arrived in Hong Kong only to find out that one of our luggages is missing and that it was still in Beijing and the other luggage was damaged with one of the wheels broken which I had to purchase another luggage($150). We ended up getting the missing luggage delivered to us 12 hours later and found out that the luggage was damaged as well with the handle on the side ripped off.
The exact same situation happened to my mother in-law and brother in-law on May 22nd with the exact same flights and had to spend a night in Beijing to catch a flight the next morning. Can you explain why do you make connecting flights when nobody can even make them? This is ridiculous and the customer service that Air China provides is way below standard and is a joke.
On our way back from Japan on June 7th at Haneda airport, when checking in, we had asked for an upgrade to Premium economy for the flight CA879 from Beijing to Montreal and they agent had told us that the do not do upgrades and we would need to do it in Beijing when we catch our connecting flight. Once we got to gates in Beijing they told us that they do not do upgrades either. Customers looking to upgrade their seats and give Air China more money are turned down. I have a back problem where I needed extra space for the long flight and now my back is worse.
That being said, overall this is the worst experience I have ever witnessed from an airline company and I have flown many times with many different airlines. I am demanding for a refund and a compensation for everything that happened and with the damaged luggages.
MMZ
1.0
The AirChina online check in is useless. I couldn’t print or email my boarding pass. When I called the phone number provided on their website, the person on the other side of the line was impatient and again, useless. He didn’t know or couldn’t be bothered to explain how to get my borading pass printed. He kept telling me to use Firefox or IE. The problem still wasn’t solved after I tried Firefox, and everyone knows IE is not available for MacBook and it has been discontinued. His voice was cold and indifference and sounded like he didn’t want to say a single extra word. His attitude left me helpless.
I called the phone number of Melbourne Centre, no one answered. At this stage, no one could help me. I moved to Australia 10 years ago, now I am really ashamed and shocked by the customer service standard provided by AirChina. By the way, the receptionist couldn’t even pronounce English properly. The time I called was 2:25pm, 27 December, 2017.
Philip H
5.0
I was flying Dalian – Beijing-London Heathrow on a connecting flight on December 1st 2018. The Dalian flight was late. I was met by Air China staff who took me to gate E14. On arrival I was told I had missed my connection. I was told to go to 3rd floor to change flight to 2.30. I asked several times for clarification and the Air China official just told me 3rd floor. I managed to go to 3rd floor but was told to leave because my transfer was not international. It took 15 mins for me to get from 3rd floor back to 2nd floor because I was not supposed to be there. Eventually I was let through security. There was no-one from Air China on the 2nd floor to get advice from. I had no wi fi on 2nd floor to contact Air China. Eventually I called a colleague and spoke to a member of staff from another company (in Chinese) and said I needed to go back to Terminal C 4th floor and change my ticket. It takes time to get out of terminal due to security. When I arrived at Terminal C I was told I was too late for the 2.30 flight and would be put on the same flight the next day and would have to stay in a hotel overnight. I was also told my bags would be transferred if I came back the next day. The (very kind) manager of AirChina booked me on the flight and gave me a seat near the emergency exit. He was very apologetic and couldn’t explain why I hadn’t been offered assistance. At the hotel I was told I would have to share a room. Next morning I went at 7am to make sure my luggage would be transferred. I was told it would be. When I arrived in London after waiting 1 hour for my baggage, I checked and told it would come next day. I’d like to know:
1. Why Air China went to the length of rushing me to the connecting gate if on arrival I was going to be told that I’d missed my connection.
2. Why I wasn’t told what I needed to do to get on the next flight. Clearly someone had rang ahead to say I was on my way and clearly someone knew I had arrived too late.
3. Why I wasn’t told that the policy of Air China was room share
4. Why I was told several times that my luggage would be transferred
I’m absolutely shocked at the inconsistent service from Air China. The staff on the Dalian – Beijing flight were very helpful- moving me to the front of the plane, arranging a staff member to meet me, giving me directions to the gate for my connection. The Manager I met in Terminal C was very sympathetic and understanding. These were in contrast to the rest of the service and the total lack of information on what I needed to do. If either I’d been told on arrival at Beijing that I wouldn’t make my connection or on arrival at gate E14 had been told where I needed to go in order to change my flight, I would have easily caught the 2.30 flight that day and not had to spend 21 hours in a hotel in the middle of nowhere.
Cassandra Boh
5.0
My friend’s name was misspelt by a letter. Air China in Singapore couldn’t change it in the system. I’ve called countless times but no one picks up the phone in Air China on the English line. Lady at the counter changed it on the air ticket via handwrite. Said the people in China can help. No one helped. They dismissed us and just said we’ll need to call or email in. And that was during our departure day! All they said was for us to buy a new air ticket.
I’ve never heard of something so absurd as to having to repurchase a plane ticket because of a spelling mistake. And when we wanted to purchase the air ticket from them, they said my friend’s name was too long and it was impossible to purchase the ticket. We gave up and ended up buying it ourself over an app.
If you can’t speak Chinese, and you want to be safe and be reassured that a mistake you’ve made is solvable with just a couple tens instead of hundreds, don’t take Air China. If you don’t want to have to worry or panic over an issue like that, don’t take Air China unless you can guarantee you never make mistakes. Impolite, unhelpful and their only vocabulary is ‘I don’t know’ and ‘there’s nothing I can do’. It’s hard to accept that I had to buy a brand new air ticket over a ‘one-letter’ spelling mistake; Double ‘M’ instead of double ‘A’.
Holly
1.0
I am a Star Alliance member and a 1K premier member of United Airlines. I am writing to complain about a nearly 12 hour delay in Beijing that caused my husband and I to miss our connecting flight in Shanghai back to Newark, NJ. The flight was CA 1835 that was scheduled to depart at 8am and didn’t land in Shanghai until after 8pm. Even after boarding in Beijing, the plane waited on the runway for nearly 2 hours before taking off. Customer service in Beijing was not at all helpful. Not only was the flight delayed, but we were not given any useful information the entire time we were there and there was very limited wifi reception, even in the Star Alliance club, which caused greater difficulty for us in figuring out how to re-schedule our travel so that we could get home.
Jr
5.0
We flew round trip between Washington and Shanghai, connecting in Beijing. The flight is either delayed by multiple hours or cancelled at the last minute.
Never fly Air China again
K.H
1.0
Lost many items inside the luggage and even had delayed flights from a really long trip. I was really mad cause’ those items are presents for my family, but instead now I got nothing for them.
Never want to take Air China again!!! Why did I try to save few hundred dollars on the air ticket then loss the same amount on presents? Really mad!
DON’T RECOMMENDED AT ALL!
cclu
5.0
I booked premium economic class of Air China CA986 from San Francisco to Beijing on April 8th. When I checked in, the ground staff told me that Air China changed airplane, so there is no Premium Economic Class. She asks me if I want to change my seat to first row of Economic class or refund. I want my refund, so Air China ground staff put a stamp on my boarding pass and signed it, and then asked me to find Air China staff for refund at Beijing airport.
I went to Air China Internal Ticket Counter at Beijing Airport for refund. However the staff said my ticket was issued at USA and they CAN NOT process the refund to me. The staff asks me to call Air China US office for refund.
I called Air China US customer service asks for refund when I back to US.
On April 22nd, I got a phone call from Air China. The lady told me the ticket price of economic class on April 8th is EXPENSIVE than premium economic class. Therefore Air China doesnt have to refund me.
What on the earth that economic class price is EXPENSIVE than premium economic class!! I am extremely disappoint that Air China doesn’t want to face their mistake and gave out this ridiculous excuse!!
alyana
1.0
Reservation Code: 0069775508
The flight is from Shanghai to Chongqing- going to Dubai. I stayed at PVG for how many hours then we travel going to Chongqing. The staff of AIR CHINA cannot communicate in English. They cannot provide any solution for the problem. I told them that I cannot miss my flight because when I arrived to DUBAI, i have a flight to catch from Dubai to Abha, Saudi Arabia by March 28, 2017 at exactly 12:10 PM. But because of the 1 day delay, I will be missing my flight from Dubai going to Saudi. They said that they cannot do anything about it so I have to purchase another ticket. I asked them if it is possible for them to assist me from the other airline since that it is Air CHINA’s fault. I should have not missed any flight if there is no delayed flight, from AIR CHINA. But i have to cancel my ticket from Dubai to Abha and order another one because I missed it. It is a very horrible situation. AND I WILL NEVER RECOMMEND AIR CHINA TO ANYONE. I CALLED THE CUSTOMER SERVICE AND SPOKE TO TINA FROM LOS ANGELES. MY WIFE CALLED HER MARCH 27,2017 AT 11 IN THE EVENING. SHE HUNG UP ON MY WIFE. I HOPE IF THEY CAN LISTEN TO THAT CALL. MY WIFE WAS VERY UPSET BECAUSE OF THIS SITUATION AND THEY SHOULD KNOW THE FEELING AND THEY SHOULD UNDERSTAND BUT SHE HUNG UP TOO. SHE NEVER RESOLVED THE ISSUE. Not at all a happy flier.
Daljeet Kumar
5.0
My family was travelling from Jinan to New Delhi on 10/03/2017. The Shandong Airlines SC8827 didn’t allow my daughter to travel as they said she doesn’t have residency permit. AS per the policy if we are on S-1 and want to stay more than 180 days we need to apply residence permit but we we want to leave china within 30 days then residency permit is not required.
Shandong airlines didn’t allow her to fly. This is illegal. I asked them that i want to talk immigration officer, they simply escaped and no body listened us.
tom
1.0
When travelling back home in the US from the Ho CHi Minh City through Air China in VietNam and Beijing, my 50 lbs luggage suitcase had all the handles of the zippers pulled out to the point that at least one is completely deformed. This seems to be someone who tried to either vandalize the bag, or tried to break into it in a forceful and hurried manners.
Never happened before with other international airlines I used before.
RUCHI SHARMA
5.0
I travelled from Qingdao to New Delhi on 2 January 2017 by AIR CHINA flight Number CA-4655. When I reached New Delhi airport I found that my Bag was missing. As soon as I found such situation i immediately complained about the matter to Customer support Air China at Delhi Airport. They lodged my complaint and gave me slip regarding my complaint. When i got my bag back through courier i found that my laptop in the bag was missing. I Immediately called the concerned office but they told me that it must be with Air China Beijing. I contacted Air China Beijing But they said that the laptop is not with them. This is a sheer case of negligence on the part of AIR CHINA DELHI & BEIJING.
Choi Yee Ling
1.0
I am writing to complain about the loss of the luggages! It’s very ridiculous that the two luggages were offloaded in Hong Kong as the two labels were the same, which were issued by the Air China staff! The luggages were offloaded without notifying the customers.
I am very disappointed and nothing is with me now! I don’t know how I can survive these days without any clothes and things for use during my trip!
I am now going to Morocco from Madrid but no one can tell me when I can get back my luggages! The service is very poor. I hope Air China can take its responsibility to find our luggages and send to the hotel in morocco!
Goh Song Hua
5.0
We bought TWO Return Air Tickets in Shenyang.
6th Sept 2016 Nagoya to Beijing CA160, Beijing to Qingdao CA1571
11th Sept 2016 Shenyang to Beijing CA1652, Beijing to Nagoya CA159
On 06/09/16, at the Air China check in counter in Nagoya airport, we asked the lady staff whether we can cancel the air ticket from Beijing to Qingdao but keep the reservation of 2 tickets on 11/09/16, back from Shenyang to Beijing and Beijing to Nagoya.She told us that it can be done but 11/09/16 reservation had to be done in China. After double confirmation from her, we proceeded with our journey.
On 11/09/16, at Air China check in counter in Shenyang airport, the staff told us to call Hot Line 9583 and we were shocked to know that ‘ DUE TO THE FLIGHT BEING CANCELLED FROM BEIJING TO QINGDAO, THE RETURN TRIP WAS AUTO CANCELLED. ‘ This is different from what we were told by the Air China check in counter, lady staff in Nagoya airport. We were very upset & angry by the misleading of the staff. We had to waste our time searching, calling, etc. We end up buying extra tickets that cost 3,900 RMB (from check-unit air ticket at Lianning Foreign Affairs Office).
Winnie
5.0
I am writing on behalf of my family to file a complaint against Air China. I purchased 5 air tickets for the above 5 people from Hong Kong to Los Angeles stopped over at Beijing. Before departure, I called Air China 3 times at 1-800-882-8122 and my sister in China called Air China 3 times at 95583 to confirm all flight information including traveling documentation requirements. We were never told the Entry Permit for Travelling to and from Hong Kong and Macau is required.
However on Aug.19,2016, when my family was checking in Los Angeles, they were told without the Entry Permit for Travelling to and from Hong Kong and Macau, they were not allowed to get aboard the flight to Hong Kong from Beijing. We explained we will take the ferry from Hong Kong Airport back to Guang Zhou directly, and we will not pass through the Hong Kong custom. But the customer representative in Air China Los Angeles said this is special requirement by Beijing customs, without the Entry Permit for Travelling to and from Hong Kong and Macau, Beijing customs will not let us go. Air China said this is company policy, in order to go aboard the flight to Hong Kong, passenger must present the Entry Permit for Travelling to and from Hong Kong and Macau.
My family (4 seniors and 1 little girl) was forced to sign the waiver of liability without any choices to get onto the flight to Beijing.
But when they arrived to Beijing airport, they get the gate for the flight to Hong Kong, but because no boarding pass, they were not be able enter the airplane even with valid tickets.
They asked the Beijing customs about the policy of the Entry Permit for Travelling to and from Hong Kong and Macau, and confirmed there is no such policy.
They had hard time returning the tickets over the counter in Beijing airport. We end up still being charged $600 Hong Kong dollar per person for the cancellation penalty over the phone and spent another $10,000 to purchase 5 tickets back to Guangzhou. This has resulted in 4 senior people and a little girl suffering so much, in addition to financial loss.
Arun
5.0
Just like other airlines, the baggage handling at Air China is really poor. On my recent trip I had my belongings stolen from my bag. Tried various ways to reach the customer service but of no help.
Dear sir /madam
We have booked yr frieights from Moscow , through transfer at Peking, to HK on 28 Aug. However, we have found a very very bad experience with yr services.
We could not found our baggages when we reached at HK airport, as the baggages were left behind at Peking !
Listed below please find the reference for your follow up :
CA 908948 and CA 295976. Property Irregularity Report Number CA/MM-GH -R18
We found the experience very bad :
1) Many important things were packed in the baggages, including the daily nescessities , as well as the keys to my house, were kept in the baggages. It causes a lot of problem.
2) We are unable to go inside into my house, until I seek my friends assistance to open the door.
3) We have wasted much time in waiting for the lost baggages, until we go to the Information Center to check for the causes. We don’t understand why yr office not inform us that our baggags were held in Peking, but just wait for us to hurry and check it out at the Info Centre, wasting us too much time !
4) We have to be very hurry to solve the problem and catch up with our schedule, after much time was wasted !
5) We have received the baggages on the following day. However, we found our baggages got wet ( as per attached photo ) How to use the baggages cases ?
Please advise your remedies and compensation for our losses, in terms of timing lost, troubles encountered, our baggages got wet and useless, and the resources spent on this case, especially asking for friends assistance to open the door and the extra travel expenses to catch up with the tight schedule.
Please reply and advise us ASAP.
Best regards
Ho Ying Ying and Ng Yau Kan
To Whom It May Concern:
As a frequent flyer and customer of Star Alliance, I’m writing in regards to an extremely distasteful experience I had with your airline company. I booked a flight to visit my husband in Dubai, UAE on June 12, 2018, flight CA992 that was scheduled to depart at 13.50. At the YVR (Vancouver International Airport) check in counter, I was advised by your airline representative (she was working the day of my flight) that the Air China flight from Vancouver to Beijing (CA992)was delayed and since I had a connecting flight from Beijing to Dubai (CA941) at 07.20, I will not be able to make it in time for that flight due the delayed flight from Vancouver to Beijing. As a result, I was told that I either should cancel this flight and come back the next day or have a layover for more than 24 hours in Beijing and that Air China will provide food and accommodation so I can catch the flight to Dubai from Beijing the next day, June 14, 2018 at the same time.
It is also worth mentioning that I was 20 weeks pregnant at the time and not only was I not feeling well but was feeling extremely tired. I have been a frequent traveler and I have never had encountered such problems with an airline company before this. Please be advised that I am attached with Air Canada and I am well aware of how Star Alliance works. As a member of Star Alliance, you must know customer satisfaction is a guarantee and is a top priority for an airline company to be listed in the Top 10 Best Airline in the world category.
The first leg was from Vancouver (YVR) to Beijing (PEK). This flight was delayed due to whatever reason, which was the first of many problems in this fiasco. Upon confirming with your Flight agents at the airport in Vancouver, I was promised to be given accommodation and food for the 24 hours wait at Beijing before I can take the next flight to Dubai the next day June 14, 2018. I was aware that the arrival of this flight will not give me enough time for me to make the connecting flight so I agreed to stay in Beijing for 24 hours provided Air China accommodate my stay and food. I was also told that I will have to collect my luggage from China and it will not be sent to Dubai directly, as I have more than 24 hours of stay in Beijing. I was not happy about this, but I agreed because I had no choice. For my contentment and ease of mind, I even re-confirmed with the Air China staff on my arrival visa in China and that I won’t have any problems, your staff told me I will not have any issues getting an “on arrival” visa at Beijing since my transit is more than 24 hours. As per China rule, passengers who are in transit for more than hours can apply for a Visa on Arrival and since I arrived exactly 27 hours prior to my next connecting flight from Beijing to Dubai (CA941 on June 14, 2018).
I was re-assured that Canadians DO NOT have any problem in obtaining Visa on Arrival. Throughout the entire flight I was extremely restless thinking about my 24-hour transit in China, and/if I would have to face any other problems when I arrive in Beijing. And true enough, when I approached the gates, I asked about Air China’s office and luggage claim and I was directed to the Immigration to obtain the Visa on Arrival before I can get out to claim my luggage and make arrangements for my hotel stay. After an hour standing at the Immigration, my Visa on Arrival was denied. I informed the Immigration and Air China office which were side by side on why would I not get a Visa and that I have more than 24 hours of layover and I was without my luggage – no one would help me. Not only language was a barrier, no one at the airport would provide me with the right information. I even had everything in writing from Air China in Vancouver on my ordeal and the hotel and food arrangement, but Air China and the Immigration will not help! I was not only treated badly, I was also disrespected and treated with racist remarks despite telling them I was pregnant.
For your information, I had further plans to travel to Pakistan from Dubai after a few days and/so I had a Pakistani visit visa on my Canadian passport. I was told by one of your Air China agent that the Immigration of China WILL NOT issue Visa on Arrival because I had the Pakistani Visit Visa stamp on my passport. I informed the agent that this is not my problem and I should not be denied a Visa on Arrival because of the nature of my flight. I even requested for a stay at the airport hotel since I am not given a visa and it was important for me to claim my luggage. Not only did Air China NOT provide me with a stay at the airport hotel, I was not even offered any food/drink voucher. This was Air China’s responsibility to ensure if the flight has been delayed/cancelled/changed, Air China is wholly responsible to make the necessary arrangements to ensure passengers are taken care of. Isn’t this what Air China takes pride to be a member of Star Alliance for? As I have mentioned earlier, I am with Air Canada and I know what are passenger’s rights and company’s responsibility to make sure the airline’s rules and regulations and customer satisfaction guaranteed are followed.
It was not the fact that the Visa on Arrival at China was denied to me, it was more on the treatment I had received from Air China’s personnel and their lack of customer service and willingness to assist me knowing that I was stranded at the airport for more than 24 hours for something that is entirely the airline’s’ fault and not mine and that I was pregnant. Above all, where is your courtesy and humanity to stall a pregnant woman for more than 24 hours at the airport with no access to a room or a lounge without food and water? This is not only an act of discrimination but inhuman given the fact that I had to sleep on the airport benches the entire night and waited the whole day before my flight the next day, almost 24 hours later. How do you justify such behavior?
Throughout my transit at Beijing airport (PEK), I spent my own money for food and massage (because I did not only sleep, my body and feet started to ache and was swollen with blisters (due to my condition). I had no choice and wait (the longest wait I had to in my life) before I could catch my flight to be with my husband in Dubai. Imagine the frustration and concerns Air China had made my family and I go through for 2 days? It is atrocious! I reached Dubai and waited at the baggage claim to see maybe I might get my luggage, but then I remembered the immigration personnel and Air China staff telling me that I will not get my luggage until and unless I claim for a baggage loss in Dubai (this again because I was refused a transit visa and was told I need to file a missing baggage report) to have the baggage sent from Beijing to Dubai.
Another frustration, the fact that I have to travel to Pakistan the following night, and I could not do that because of the delayed flight and 24-hour transit, not only I was forced to cancel my flight to Pakistan from Dubai on June 13, 2018, I ended up paying the fare difference, as well as re-booking the next day for another flight to Karachi. Now since my luggage wasn’t even on board, I was deprived of medication (which were in my luggage) as well as other necessary essentials (toiletries, clothes, and such).
I filed a missing baggage report at the Dubai airport on June 14, 2018 and have attached the report for your review. Due to flight change, I had to book a night at Dubai airport, not jut to catch the flight to Pakistan the next day, but I obviously was without my luggage and essentials and medication. How much more must a pregnant woman endure in 24 hours? We had spent over $ in additional costs between hotels, expensive airport meals, and much needed supplies like my essentials and medication. I obviously had to spend money on my clothing and essentials needed that night because I did not have my luggage with me. Fortunately, the night of our flight to Pakistan, my luggage from Beijing arrived in nick of time, just 45 minutes before our flight.
Our arrival to Karachi was on the morning of Eid (Muslim’s festive day), which was June 15, 2018, exactly 3 days after I left Vancouver. I had not only missed the festivities the night before which was specially organized for me by my in laws and family, but my health started to deteriorate badly. With no rest, no sleep, swollen feet and body ache, I had the worst time sleeping and adjusting or even enjoying the family time I was supposed to receive had I not receive the treatment in Beijing and by Air China officials. It certainly did not feel like a vacation for me. After several days of body aching, I started developing cramps and bleeding which continued several days. Upon checking at the emergency, I was asked for complete bed rest, or it will affect my health and pregnancy. Throughout the time from my arrival to Pakistan to June 23, 2018, I was restless and on bed rest. I did not enjoy my family time, my festive season and vacation time with my husband. June 24, 2018, I was taken into the hospital for deteriorating health and bleeding, and within hours later, I suffered a miscarriage.
I never though I would experience such a horrible time just traveling when it has been something I am used to. Never have I ever felt or treated badly compared to what I experienced and felt with Air China. If nothing of this had happened, I would still be pregnant today. And I hold Air China completely responsible for this. I spent my entire 3 weeks in Pakistan sick, resting and away from my husband, due to recovery. Knowing Pakistan’s medical facility isn’t the most top notch in the world, I had no choice but to receive treatment (even though I was extremely scared due hygiene and other purposes). How do you propose to comprehend what I went through or even compensate me for my loss? The worst wasn’t over. Just days before returning to Vancouver, I requested the Air China staff at the Dubai office to reschedule my return date which was scheduled for July 08, 2018 (CA942/CA997) Dubai-Beijing-Vancouver.
We were told we not only have to pay a fare difference there were no seats available for economy class. Despite letting the staff know on my medical condition and how I was not fit to travel long flights and stay another 12 hours at the airport, our request was declined. Air China could have offered an upgrade to my ticket without charge and put me on to the next available flight – but no that didn’t happen. Nevertheless, in good faith, Niyas, from the Air China office offered to change the date to August 7, 2018 with a minimal charge. One month of additional stay and expenses was covered by my husband and I, yet we let it be. Finally the day of departure arrived, and I was scared as hell as I did not wanted to go through the same experience earlier, I made sure I contacted the Air China office to let them know and requested for food voucher and stay at the lounge until the next leg from Beijing to Vancouver (CA997). I received an email stating that I was given a lounge for the day. Little did I know when I arrived in Beijing, the lounge given was not only dirty, it was without food, no boarding seats that were comfortable, and as a matter of fact it was filthy and wet. Above all the air condition of the lounge was either turned off or not working. Imagine my frustration, again. I could do nothing other than wait for my time to pass and I slept on the couch that was wet and dirty. Honestly, I was just counting my time and waiting to get back to Canada.
Worst experience even, flight, customer services and lounge service and I am amazed Air China wants to compete in the Top 10 Best Airline in the World through Star Alliance. Is this how you treat all of your preferred customers? After everything Air China has put me through, and the ordeals as well as loss of life (my miscarriage), Air China is completely responsible.
The cost definitely adds up, but what really is more hurting is the way I was treated and how Air China handled the situation. The employees, rather than helping, were simply passing me along without the help that I needed. It was a series of problems, one on top of another. Not just a single failure to perform, which can definitely be understood. I completely understand that mistakes happen, and things can’t always run as smoothly as planned. But I refuse to understand the lack of help and customer service that I received. I was disregarded and unvalued knowing the position I was in, pregnant!
As a Air Canada employee, I realize many customers experienced delays and similar problems, but I still felt like things could have been handled better.
I want to complain about me and my wife’s flight experience traveling on Shandong Airlines.. I want a full refund. We made our booking with trip.com Ket me explain what happened.
1. The flight was delayed for more than 2 hours
2. The bus to go on before boarding the plane was not ready and had no air conditioner with people standing in the crammed hot sun on the bus for half an hour.
3. When getting on board the airplane staff nor crew offered to give water to us or customers after a long delay on the bus.
4. The airplane itself had problems when landing with brakes having difficulty with stopping.
5. When getting off the airplane another passenger hit my wife with his luggage and hurt my wife. She complained and yelled at the passenger and staff on Shandong Airlines Flight SC4081 but staff did not care and blamed my wife instead. Me and my wife stood on board the airplane and even the captain spoke to my wife and others promised to give my wife money but nobody ever gave us anything. Instead they gave us a number to call and no assistance was ever given. We kept calling Shandong Airlines to complain but the agents only offered my wife either a toy airplane or an upgrade to business class on a future short flight. The whole service experience with Shandong Airlines is degrading and insulting. I want a full refund for the terrible flight
July 15th 2018, flight CA 428 from Hongkong to Chengdu, dep 19:45
Travelling are myself and my 10-year old daughter
Flight delayed 4 hours from original departure time, normal for most Chinese destinations from HKG
One hour before landing, pilot announces that due to bad weather in Chengdu, we would land in Chongqing – landed 01:45
At 02:15, pilot announces we would refuel and depart right away for Chengdu, we should not use electronics during refuelling
At 02:45, pilot announces we would need to dock but we were still 3rd in line to the docking bay. No further announcements from pilot
At 04:30 I awake to find out we are still on the plane, crew has no information except that the airport had closed, that we would wait for airport to reopen but that she did not know and wasn’t told what time that would be.
It is now 05:22 and there is no further information or announcement. I am looking forward to publishing this experience in as much press as possible (luckily I have good contacts in both Chinese and HK media) and will fight hard upon landing that my daughter and I get compensated adequately.
Will follow-up with the conclusion to this shortly
I would like to file a complaint against your airline company Air China for making my wife and I miss our connecting flight in Beijing to Hong Kong. Our flight CA0880 from Montreal on May 19th departed at 4:00pm, 10 minutes earlier than the set departure time of 4:10pm. We had a connecting flight in Beijing on May 20th scheduled at 6:30pm on flight CA107 and was supposed to be landing at 5:00pm however the plane only landed at 5:50 pm in Beijing. Due to this delay we missed our connecting flight to due the poor customer service from Air China at Beijing airport. When we arrived at the Beijing airport we were able to see that the were doing a last call however nothing was done to communicate to hold the plane for us and for other passengers that were supposed to be on that flight as well. This was the first time that we had flown with Air China and was the worst experience ever compared to other Airlines that we have flown with in the past. We had stayed in Beijing airport trying to figure out what to do until 9pm where we were told that we are getting a hotel to stay for the night with a meal included and will be catching a flight the next morning at 8am. We had taken a bus that brought us to a hotel which was the worst hotel ever in my life. Is this how you treat customers? We went into the restaurant hoping for a good meal after all of this terrible customer service and making us miss our flight. We were presented with a buffet that was the most disgusting food ever and with nothing to drink. Once we got into our room it smelled rotten and the bed was like sleeping on a piece of wood.
The next day we went back to the airport to catch our flight and arrived in Hong Kong only to find out that one of our luggages is missing and that it was still in Beijing and the other luggage was damaged with one of the wheels broken which I had to purchase another luggage($150). We ended up getting the missing luggage delivered to us 12 hours later and found out that the luggage was damaged as well with the handle on the side ripped off.
The exact same situation happened to my mother in-law and brother in-law on May 22nd with the exact same flights and had to spend a night in Beijing to catch a flight the next morning. Can you explain why do you make connecting flights when nobody can even make them? This is ridiculous and the customer service that Air China provides is way below standard and is a joke.
On our way back from Japan on June 7th at Haneda airport, when checking in, we had asked for an upgrade to Premium economy for the flight CA879 from Beijing to Montreal and they agent had told us that the do not do upgrades and we would need to do it in Beijing when we catch our connecting flight. Once we got to gates in Beijing they told us that they do not do upgrades either. Customers looking to upgrade their seats and give Air China more money are turned down. I have a back problem where I needed extra space for the long flight and now my back is worse.
That being said, overall this is the worst experience I have ever witnessed from an airline company and I have flown many times with many different airlines. I am demanding for a refund and a compensation for everything that happened and with the damaged luggages.
The AirChina online check in is useless. I couldn’t print or email my boarding pass. When I called the phone number provided on their website, the person on the other side of the line was impatient and again, useless. He didn’t know or couldn’t be bothered to explain how to get my borading pass printed. He kept telling me to use Firefox or IE. The problem still wasn’t solved after I tried Firefox, and everyone knows IE is not available for MacBook and it has been discontinued. His voice was cold and indifference and sounded like he didn’t want to say a single extra word. His attitude left me helpless.
I called the phone number of Melbourne Centre, no one answered. At this stage, no one could help me. I moved to Australia 10 years ago, now I am really ashamed and shocked by the customer service standard provided by AirChina. By the way, the receptionist couldn’t even pronounce English properly. The time I called was 2:25pm, 27 December, 2017.
I was flying Dalian – Beijing-London Heathrow on a connecting flight on December 1st 2018. The Dalian flight was late. I was met by Air China staff who took me to gate E14. On arrival I was told I had missed my connection. I was told to go to 3rd floor to change flight to 2.30. I asked several times for clarification and the Air China official just told me 3rd floor. I managed to go to 3rd floor but was told to leave because my transfer was not international. It took 15 mins for me to get from 3rd floor back to 2nd floor because I was not supposed to be there. Eventually I was let through security. There was no-one from Air China on the 2nd floor to get advice from. I had no wi fi on 2nd floor to contact Air China. Eventually I called a colleague and spoke to a member of staff from another company (in Chinese) and said I needed to go back to Terminal C 4th floor and change my ticket. It takes time to get out of terminal due to security. When I arrived at Terminal C I was told I was too late for the 2.30 flight and would be put on the same flight the next day and would have to stay in a hotel overnight. I was also told my bags would be transferred if I came back the next day. The (very kind) manager of AirChina booked me on the flight and gave me a seat near the emergency exit. He was very apologetic and couldn’t explain why I hadn’t been offered assistance. At the hotel I was told I would have to share a room. Next morning I went at 7am to make sure my luggage would be transferred. I was told it would be. When I arrived in London after waiting 1 hour for my baggage, I checked and told it would come next day. I’d like to know:
1. Why Air China went to the length of rushing me to the connecting gate if on arrival I was going to be told that I’d missed my connection.
2. Why I wasn’t told what I needed to do to get on the next flight. Clearly someone had rang ahead to say I was on my way and clearly someone knew I had arrived too late.
3. Why I wasn’t told that the policy of Air China was room share
4. Why I was told several times that my luggage would be transferred
I’m absolutely shocked at the inconsistent service from Air China. The staff on the Dalian – Beijing flight were very helpful- moving me to the front of the plane, arranging a staff member to meet me, giving me directions to the gate for my connection. The Manager I met in Terminal C was very sympathetic and understanding. These were in contrast to the rest of the service and the total lack of information on what I needed to do. If either I’d been told on arrival at Beijing that I wouldn’t make my connection or on arrival at gate E14 had been told where I needed to go in order to change my flight, I would have easily caught the 2.30 flight that day and not had to spend 21 hours in a hotel in the middle of nowhere.
My friend’s name was misspelt by a letter. Air China in Singapore couldn’t change it in the system. I’ve called countless times but no one picks up the phone in Air China on the English line. Lady at the counter changed it on the air ticket via handwrite. Said the people in China can help. No one helped. They dismissed us and just said we’ll need to call or email in. And that was during our departure day! All they said was for us to buy a new air ticket.
I’ve never heard of something so absurd as to having to repurchase a plane ticket because of a spelling mistake. And when we wanted to purchase the air ticket from them, they said my friend’s name was too long and it was impossible to purchase the ticket. We gave up and ended up buying it ourself over an app.
If you can’t speak Chinese, and you want to be safe and be reassured that a mistake you’ve made is solvable with just a couple tens instead of hundreds, don’t take Air China. If you don’t want to have to worry or panic over an issue like that, don’t take Air China unless you can guarantee you never make mistakes. Impolite, unhelpful and their only vocabulary is ‘I don’t know’ and ‘there’s nothing I can do’. It’s hard to accept that I had to buy a brand new air ticket over a ‘one-letter’ spelling mistake; Double ‘M’ instead of double ‘A’.
I am a Star Alliance member and a 1K premier member of United Airlines. I am writing to complain about a nearly 12 hour delay in Beijing that caused my husband and I to miss our connecting flight in Shanghai back to Newark, NJ. The flight was CA 1835 that was scheduled to depart at 8am and didn’t land in Shanghai until after 8pm. Even after boarding in Beijing, the plane waited on the runway for nearly 2 hours before taking off. Customer service in Beijing was not at all helpful. Not only was the flight delayed, but we were not given any useful information the entire time we were there and there was very limited wifi reception, even in the Star Alliance club, which caused greater difficulty for us in figuring out how to re-schedule our travel so that we could get home.
We flew round trip between Washington and Shanghai, connecting in Beijing. The flight is either delayed by multiple hours or cancelled at the last minute.
Never fly Air China again
Lost many items inside the luggage and even had delayed flights from a really long trip. I was really mad cause’ those items are presents for my family, but instead now I got nothing for them.
Never want to take Air China again!!! Why did I try to save few hundred dollars on the air ticket then loss the same amount on presents? Really mad!
DON’T RECOMMENDED AT ALL!
I booked premium economic class of Air China CA986 from San Francisco to Beijing on April 8th. When I checked in, the ground staff told me that Air China changed airplane, so there is no Premium Economic Class. She asks me if I want to change my seat to first row of Economic class or refund. I want my refund, so Air China ground staff put a stamp on my boarding pass and signed it, and then asked me to find Air China staff for refund at Beijing airport.
I went to Air China Internal Ticket Counter at Beijing Airport for refund. However the staff said my ticket was issued at USA and they CAN NOT process the refund to me. The staff asks me to call Air China US office for refund.
I called Air China US customer service asks for refund when I back to US.
On April 22nd, I got a phone call from Air China. The lady told me the ticket price of economic class on April 8th is EXPENSIVE than premium economic class. Therefore Air China doesnt have to refund me.
What on the earth that economic class price is EXPENSIVE than premium economic class!! I am extremely disappoint that Air China doesn’t want to face their mistake and gave out this ridiculous excuse!!
Reservation Code: 0069775508
The flight is from Shanghai to Chongqing- going to Dubai. I stayed at PVG for how many hours then we travel going to Chongqing. The staff of AIR CHINA cannot communicate in English. They cannot provide any solution for the problem. I told them that I cannot miss my flight because when I arrived to DUBAI, i have a flight to catch from Dubai to Abha, Saudi Arabia by March 28, 2017 at exactly 12:10 PM. But because of the 1 day delay, I will be missing my flight from Dubai going to Saudi. They said that they cannot do anything about it so I have to purchase another ticket. I asked them if it is possible for them to assist me from the other airline since that it is Air CHINA’s fault. I should have not missed any flight if there is no delayed flight, from AIR CHINA. But i have to cancel my ticket from Dubai to Abha and order another one because I missed it. It is a very horrible situation. AND I WILL NEVER RECOMMEND AIR CHINA TO ANYONE. I CALLED THE CUSTOMER SERVICE AND SPOKE TO TINA FROM LOS ANGELES. MY WIFE CALLED HER MARCH 27,2017 AT 11 IN THE EVENING. SHE HUNG UP ON MY WIFE. I HOPE IF THEY CAN LISTEN TO THAT CALL. MY WIFE WAS VERY UPSET BECAUSE OF THIS SITUATION AND THEY SHOULD KNOW THE FEELING AND THEY SHOULD UNDERSTAND BUT SHE HUNG UP TOO. SHE NEVER RESOLVED THE ISSUE. Not at all a happy flier.
My family was travelling from Jinan to New Delhi on 10/03/2017. The Shandong Airlines SC8827 didn’t allow my daughter to travel as they said she doesn’t have residency permit. AS per the policy if we are on S-1 and want to stay more than 180 days we need to apply residence permit but we we want to leave china within 30 days then residency permit is not required.
Shandong airlines didn’t allow her to fly. This is illegal. I asked them that i want to talk immigration officer, they simply escaped and no body listened us.
When travelling back home in the US from the Ho CHi Minh City through Air China in VietNam and Beijing, my 50 lbs luggage suitcase had all the handles of the zippers pulled out to the point that at least one is completely deformed. This seems to be someone who tried to either vandalize the bag, or tried to break into it in a forceful and hurried manners.
Never happened before with other international airlines I used before.
I travelled from Qingdao to New Delhi on 2 January 2017 by AIR CHINA flight Number CA-4655. When I reached New Delhi airport I found that my Bag was missing. As soon as I found such situation i immediately complained about the matter to Customer support Air China at Delhi Airport. They lodged my complaint and gave me slip regarding my complaint. When i got my bag back through courier i found that my laptop in the bag was missing. I Immediately called the concerned office but they told me that it must be with Air China Beijing. I contacted Air China Beijing But they said that the laptop is not with them. This is a sheer case of negligence on the part of AIR CHINA DELHI & BEIJING.
I am writing to complain about the loss of the luggages! It’s very ridiculous that the two luggages were offloaded in Hong Kong as the two labels were the same, which were issued by the Air China staff! The luggages were offloaded without notifying the customers.
I am very disappointed and nothing is with me now! I don’t know how I can survive these days without any clothes and things for use during my trip!
I am now going to Morocco from Madrid but no one can tell me when I can get back my luggages! The service is very poor. I hope Air China can take its responsibility to find our luggages and send to the hotel in morocco!
We bought TWO Return Air Tickets in Shenyang.
6th Sept 2016 Nagoya to Beijing CA160, Beijing to Qingdao CA1571
11th Sept 2016 Shenyang to Beijing CA1652, Beijing to Nagoya CA159
On 06/09/16, at the Air China check in counter in Nagoya airport, we asked the lady staff whether we can cancel the air ticket from Beijing to Qingdao but keep the reservation of 2 tickets on 11/09/16, back from Shenyang to Beijing and Beijing to Nagoya.She told us that it can be done but 11/09/16 reservation had to be done in China. After double confirmation from her, we proceeded with our journey.
On 11/09/16, at Air China check in counter in Shenyang airport, the staff told us to call Hot Line 9583 and we were shocked to know that ‘ DUE TO THE FLIGHT BEING CANCELLED FROM BEIJING TO QINGDAO, THE RETURN TRIP WAS AUTO CANCELLED. ‘ This is different from what we were told by the Air China check in counter, lady staff in Nagoya airport. We were very upset & angry by the misleading of the staff. We had to waste our time searching, calling, etc. We end up buying extra tickets that cost 3,900 RMB (from check-unit air ticket at Lianning Foreign Affairs Office).
I am writing on behalf of my family to file a complaint against Air China. I purchased 5 air tickets for the above 5 people from Hong Kong to Los Angeles stopped over at Beijing. Before departure, I called Air China 3 times at 1-800-882-8122 and my sister in China called Air China 3 times at 95583 to confirm all flight information including traveling documentation requirements. We were never told the Entry Permit for Travelling to and from Hong Kong and Macau is required.
However on Aug.19,2016, when my family was checking in Los Angeles, they were told without the Entry Permit for Travelling to and from Hong Kong and Macau, they were not allowed to get aboard the flight to Hong Kong from Beijing. We explained we will take the ferry from Hong Kong Airport back to Guang Zhou directly, and we will not pass through the Hong Kong custom. But the customer representative in Air China Los Angeles said this is special requirement by Beijing customs, without the Entry Permit for Travelling to and from Hong Kong and Macau, Beijing customs will not let us go. Air China said this is company policy, in order to go aboard the flight to Hong Kong, passenger must present the Entry Permit for Travelling to and from Hong Kong and Macau.
My family (4 seniors and 1 little girl) was forced to sign the waiver of liability without any choices to get onto the flight to Beijing.
But when they arrived to Beijing airport, they get the gate for the flight to Hong Kong, but because no boarding pass, they were not be able enter the airplane even with valid tickets.
They asked the Beijing customs about the policy of the Entry Permit for Travelling to and from Hong Kong and Macau, and confirmed there is no such policy.
They had hard time returning the tickets over the counter in Beijing airport. We end up still being charged $600 Hong Kong dollar per person for the cancellation penalty over the phone and spent another $10,000 to purchase 5 tickets back to Guangzhou. This has resulted in 4 senior people and a little girl suffering so much, in addition to financial loss.
Just like other airlines, the baggage handling at Air China is really poor. On my recent trip I had my belongings stolen from my bag. Tried various ways to reach the customer service but of no help.