I booked my flight for a weekend business trip flying from HK to Taipei on 7 Sep and coming back on 9 Sep night for another meeting on Monday morning.
My name is Yxu Cxxxg Cxxxg, however, the system does not allow me to book as such as space is not allowed in between. At the airport, the staff refused to allow me to check in despite I presented the credit card that I used to purchase the air ticket.
Without helping me to solve the technical issue in purchasing the same air ticket, I was forced to purchase another new air ticket so that I won’t miss the business meeting in the weekend.
The worst part of all, the staff don’t allow me to book a return flight back. I have to buy a new set of air ticket which means that the original seat that I have booked is free up but they said they were not able to book that seat for me. I was so angry with their unhelpful attitude. And I have to buy Cathay Pacific right before I boarded the airplane to Taipei. I am never flying Air China again!
Jennifer
1.0
Absolutely the worst airline in history. Customer Service is unprofessional and blocked my emails for escalating. Does anyone have the CEO contact? It’s worth a direct email.
My flight was delayed 18 hours because of an Air China delay (confirmed by their staff on site). No reimbursement was provided for lost travel plans as it is their policy to provide. I escalated to resolve the issue and was told it was a weather delay and to go away.
This airline has no idea what customer service is and the way it’s been handled is beyond poor.
David Kim
1.0
China Airline has the worst customer service and I would NOT be flying with them again. I booked 2 business class for my parents from YVR to TPE, but when i got to the counter the lady in china airline uniform was on her cellphone and did not greet us and take care of my parents. We waited for 10 minutes where there was nobody in the Business Class check out, we clearly see the lady “i recall it was angela,” goofing around and not wanting to help my parents. Unacceptable service and I would not be taking this flight ever again. Before the plane was boarding we see her at the service desk where she stared at us because she knows we will write a complain about her bad service.
Wai Min Tang
5.0
China Airlines Dynasty Flyer Program system costed me my mileage lost.
I was traveling round trip with China-Airlines on 3/24/17 from San Francisco to Kuala Lumpur. During my return trip on 4/3/17, I have China Airlines ground crew member to add in my Dynasty Flyer membership information to my trip. The ground crew member confirmed that it was updated in the system and I will earn my mileage for this trip.
When I checked on China-Airlines.com two weeks after the trip, the mileage overview page showed that there is 30,000 miles in the membership details. The table was ambiguous as I thought that is the miles I earned after the updates performed by their ground crew.
Little do I know, until I checked on my Dynasty Flyer account again in March 2018, that the miles for my 2017 trip was not in record. And the 30,000 mileage is not the miles I earned. It is simply the miles required for me to be qualified to the next level of membership.
Because of China-Airlines poor synchronization of their frequent flyer program computer system, I lost the legitimate miles I should have earned. In addition, the China-Airlines customer support is no help. They said that they cannot accredit my miles back because the trip was beyond 6 months old. In addition, they do not considered the fact that their customers would not have lost their miles if it is not their computer system’s failure.
In conclusion, they have no empathy to their customers and do not intent to do any justification to compensate me for the lost, even it is a mistake at their end.
On top of that, China-Airlines Dynasty Flyer Program web page does not present clear information. It seems that they intentionally keeping the information on their webpage confusing and not presenting transparent information. The overall experience is disappointed and China-Airlines will no longer be my preference airline for my next trip.
Kelly Nguyen
1.0
Nightmare experience!!
I have just booked 2 tickets via webjet website a few hours ago (11pm on 4/9/2017) and received the ticket confirmation this morning. After reviewing our itinerary, I realised that the date for our return leg from Taipei to Sydney is incorrect. I rang Webjet agent and China Airlines Sydney Agent who both confirmed that given this is a sales ticket, a penalty fees of $300/person is required to change the date. I understand that I have booked discounted tickets and policy is set for airlines protection and cost management purpose. I admitted my fault in not performing due diligence before making the payment. However, this is an accident and was not intentional which can be clearly proven by that I am making a complaint after literally only a few hours later after the booking time. Additionally, we are all human and we all make mistakes. I would not seek waiver of fees this time if it is a few days or weeks later but this is exactly less than 10 hours after the tickets were issued. I am HORRIFIED that the airlines is NOT dealing with customers as “HUMAN” but “ROBOTS” by repeatedly reiterate the fare rules and policy to me despite of my explanation and situation. We have been flying with China Airlines for the past few years and are very happy with the service as well as Taiwan as a stop-over country. I have also referred all of my friends about China Airlines whenever they are making travel tickets and this is why we decided to book our tickets with this airlines again for our Xmas trip. This, nonetheless, has turned out to be a TERRIBEL and DREADFUL travel experience ever. All other airlines such as Qantas would have humanity in their policy by waiving the fees/penalties for first time or reasonable mistakes. Taiwan has been known for its hospitality and courteous people and I would expect the same kind of manner from Taiwanese airlines.
Simi
1.0
China airlines has the worst services when your being checked in. They need to have people that can speak in English as well as not talk in Chinese when they have non Chinese flyer present at their desks. Will not be flying by china airlines. We were the first ones in the line to get checked in, the rep didn’t understand what she was doing. After being told over and over that we need the boarding passes for Taipei to Delhi, she gave us a transfer sheet. That’s unacceptable. Waiting at the desk for about 45 minutes and then I told her again that I need the boarding passes for the next flight as my family is going back and they only have an hour wait in Taipei. She still ended up giving us the transfer voucher. Then after getting frustrated with the rep I went and talked to the ticketing agent at her desk and she took the transfer voucher and ripped it and then gave us the boarding Passes. After the entire incident they didn’t even apologize for the inconvenience it caused my family and I. We ended up leaving from their at around 11:15. Where the check in started at 10:15. It takes them an hour to check in. If anybody from china airlines reads this it would be great if you can have reps that speak English. It’s very annoying when you as a customer don’t understand what is being said or even if we as customers can’t explain the situation.
KS NG
5.0
I booked 3 Business Class and premium Economy class tickets with China Airlines (HQ in Taipei, Taiwan). The tickets were paid for in full and all monies were transferred via bank credit card months before departure. Tickets were purchased and paid for in full in April 2017 with departure from Vancouver to Taipei on August 11, 2017.
China Airlines demanded to have photocopies of my passport, drivers licence, bank credit card, credit card statements and the signing of an Indemnity of Payment although all funds had been paid in full and transferred to China Airlines. China Airlines also had my full name, date of birth, detailed passport information including passport expiry date and my home address, Apparently this was not enough although ALL FUNDS had been paid months in advance and there was no financial risk whatsoever to China Airlines.. Beyond that the airline was unreasonably demanding for private personal information and banking information above and beyond what is required by IATA Rules and Regulations.
I contacted China Airlines and was given the runaround. I called their Head Office in Taipei (long distance at my own expense) and they referred me back to their Vancouver office,. I contacted the Vancouver office and was immediately connected their North American call center in Los Angeles who stated that they could not help as the tickets were purchased through their Vancouver office. After spending days and many hours on the phone with Joy and Jenny (identified herself as a supervisor) from the Vancouver office, the matter was not resolved. When I asked for a refund, I was told that there would be a cancellation penalty of over $600. I asked many times to speak to the China Airlines Vancouver Station manager and was told he was either unavailable or at lunch (boy I wish I had his job). It was obvious that I was being sidelined and the staff did not want to deal with the issue. On several calls to their Vancouver office, the ticketing and reservation staff just put the phone down and walked away. They did not put me on hold, neither did they hang up the call. They just ignored the call knowing that I would eventually give up.
Based on my experience, please be aware that China Airlines staff are trained to give their customers the proverbial “run around” and have no intention of assisting customers once payment has been made. I have flown with numerous international carriers and have never been treated in such an indifferent and rude manner. I am extremely disappointed with China Airlines and my concerns still have not been resolved. The staff are rude, evasive and less than helpful. Their indifference and poor customer service span from their front line ticketing and reservation staff up to and including many of their senior management personnel. In comparison to other reputable international air carriers, China Airlines offers reasonable fares however be aware that what you save in terms of fare price, you will lose in customer service and relations, rude and inefficient personnel and a load of unnecessary stress dealing with a budget international airline. As of this writing, nothing has been resolved and there have been no attempts by China Airlines in Vancouver or their head office in Taipei, to return my calls or address my concerns.
Bankim kalra
2.0
I am never taking China Southern again. I was flying business class from Vancouver to New Delhi via Guangzhou. They boarded everyone on the flight and then after 2 hours on the tarmac we were asked to deplane and the flight left after 5 hours. I had a connecting flight with a 2 hour layover so obviously I missed the flight. They took forever to inform when the plane will be fixed and in the meantime all other flights from other airlines with possible connections to Delhi were gone. The flight crew was really nice in business class and apologetic that is the only reason I have given two stars. In Guangzhou like, even though I was flying business class, they put me up in a hotel which was 20kms from the airport instead of the pullman hotel at the airport like last time when the flight for delayed in Vancouver again. The flight for Delhi from Guangzhou was again delayed the next morning. It is highly unreliable and I would advise everyone to avoid all sectors with less than 4 hours of layover time.
I booked my flight for a weekend business trip flying from HK to Taipei on 7 Sep and coming back on 9 Sep night for another meeting on Monday morning.
My name is Yxu Cxxxg Cxxxg, however, the system does not allow me to book as such as space is not allowed in between. At the airport, the staff refused to allow me to check in despite I presented the credit card that I used to purchase the air ticket.
Without helping me to solve the technical issue in purchasing the same air ticket, I was forced to purchase another new air ticket so that I won’t miss the business meeting in the weekend.
The worst part of all, the staff don’t allow me to book a return flight back. I have to buy a new set of air ticket which means that the original seat that I have booked is free up but they said they were not able to book that seat for me. I was so angry with their unhelpful attitude. And I have to buy Cathay Pacific right before I boarded the airplane to Taipei. I am never flying Air China again!
Absolutely the worst airline in history. Customer Service is unprofessional and blocked my emails for escalating. Does anyone have the CEO contact? It’s worth a direct email.
My flight was delayed 18 hours because of an Air China delay (confirmed by their staff on site). No reimbursement was provided for lost travel plans as it is their policy to provide. I escalated to resolve the issue and was told it was a weather delay and to go away.
This airline has no idea what customer service is and the way it’s been handled is beyond poor.
China Airline has the worst customer service and I would NOT be flying with them again. I booked 2 business class for my parents from YVR to TPE, but when i got to the counter the lady in china airline uniform was on her cellphone and did not greet us and take care of my parents. We waited for 10 minutes where there was nobody in the Business Class check out, we clearly see the lady “i recall it was angela,” goofing around and not wanting to help my parents. Unacceptable service and I would not be taking this flight ever again. Before the plane was boarding we see her at the service desk where she stared at us because she knows we will write a complain about her bad service.
China Airlines Dynasty Flyer Program system costed me my mileage lost.
I was traveling round trip with China-Airlines on 3/24/17 from San Francisco to Kuala Lumpur. During my return trip on 4/3/17, I have China Airlines ground crew member to add in my Dynasty Flyer membership information to my trip. The ground crew member confirmed that it was updated in the system and I will earn my mileage for this trip.
When I checked on China-Airlines.com two weeks after the trip, the mileage overview page showed that there is 30,000 miles in the membership details. The table was ambiguous as I thought that is the miles I earned after the updates performed by their ground crew.
Little do I know, until I checked on my Dynasty Flyer account again in March 2018, that the miles for my 2017 trip was not in record. And the 30,000 mileage is not the miles I earned. It is simply the miles required for me to be qualified to the next level of membership.
Because of China-Airlines poor synchronization of their frequent flyer program computer system, I lost the legitimate miles I should have earned. In addition, the China-Airlines customer support is no help. They said that they cannot accredit my miles back because the trip was beyond 6 months old. In addition, they do not considered the fact that their customers would not have lost their miles if it is not their computer system’s failure.
In conclusion, they have no empathy to their customers and do not intent to do any justification to compensate me for the lost, even it is a mistake at their end.
On top of that, China-Airlines Dynasty Flyer Program web page does not present clear information. It seems that they intentionally keeping the information on their webpage confusing and not presenting transparent information. The overall experience is disappointed and China-Airlines will no longer be my preference airline for my next trip.
Nightmare experience!!
I have just booked 2 tickets via webjet website a few hours ago (11pm on 4/9/2017) and received the ticket confirmation this morning. After reviewing our itinerary, I realised that the date for our return leg from Taipei to Sydney is incorrect. I rang Webjet agent and China Airlines Sydney Agent who both confirmed that given this is a sales ticket, a penalty fees of $300/person is required to change the date. I understand that I have booked discounted tickets and policy is set for airlines protection and cost management purpose. I admitted my fault in not performing due diligence before making the payment. However, this is an accident and was not intentional which can be clearly proven by that I am making a complaint after literally only a few hours later after the booking time. Additionally, we are all human and we all make mistakes. I would not seek waiver of fees this time if it is a few days or weeks later but this is exactly less than 10 hours after the tickets were issued. I am HORRIFIED that the airlines is NOT dealing with customers as “HUMAN” but “ROBOTS” by repeatedly reiterate the fare rules and policy to me despite of my explanation and situation. We have been flying with China Airlines for the past few years and are very happy with the service as well as Taiwan as a stop-over country. I have also referred all of my friends about China Airlines whenever they are making travel tickets and this is why we decided to book our tickets with this airlines again for our Xmas trip. This, nonetheless, has turned out to be a TERRIBEL and DREADFUL travel experience ever. All other airlines such as Qantas would have humanity in their policy by waiving the fees/penalties for first time or reasonable mistakes. Taiwan has been known for its hospitality and courteous people and I would expect the same kind of manner from Taiwanese airlines.
China airlines has the worst services when your being checked in. They need to have people that can speak in English as well as not talk in Chinese when they have non Chinese flyer present at their desks. Will not be flying by china airlines. We were the first ones in the line to get checked in, the rep didn’t understand what she was doing. After being told over and over that we need the boarding passes for Taipei to Delhi, she gave us a transfer sheet. That’s unacceptable. Waiting at the desk for about 45 minutes and then I told her again that I need the boarding passes for the next flight as my family is going back and they only have an hour wait in Taipei. She still ended up giving us the transfer voucher. Then after getting frustrated with the rep I went and talked to the ticketing agent at her desk and she took the transfer voucher and ripped it and then gave us the boarding Passes. After the entire incident they didn’t even apologize for the inconvenience it caused my family and I. We ended up leaving from their at around 11:15. Where the check in started at 10:15. It takes them an hour to check in. If anybody from china airlines reads this it would be great if you can have reps that speak English. It’s very annoying when you as a customer don’t understand what is being said or even if we as customers can’t explain the situation.
I booked 3 Business Class and premium Economy class tickets with China Airlines (HQ in Taipei, Taiwan). The tickets were paid for in full and all monies were transferred via bank credit card months before departure. Tickets were purchased and paid for in full in April 2017 with departure from Vancouver to Taipei on August 11, 2017.
China Airlines demanded to have photocopies of my passport, drivers licence, bank credit card, credit card statements and the signing of an Indemnity of Payment although all funds had been paid in full and transferred to China Airlines. China Airlines also had my full name, date of birth, detailed passport information including passport expiry date and my home address, Apparently this was not enough although ALL FUNDS had been paid months in advance and there was no financial risk whatsoever to China Airlines.. Beyond that the airline was unreasonably demanding for private personal information and banking information above and beyond what is required by IATA Rules and Regulations.
I contacted China Airlines and was given the runaround. I called their Head Office in Taipei (long distance at my own expense) and they referred me back to their Vancouver office,. I contacted the Vancouver office and was immediately connected their North American call center in Los Angeles who stated that they could not help as the tickets were purchased through their Vancouver office. After spending days and many hours on the phone with Joy and Jenny (identified herself as a supervisor) from the Vancouver office, the matter was not resolved. When I asked for a refund, I was told that there would be a cancellation penalty of over $600. I asked many times to speak to the China Airlines Vancouver Station manager and was told he was either unavailable or at lunch (boy I wish I had his job). It was obvious that I was being sidelined and the staff did not want to deal with the issue. On several calls to their Vancouver office, the ticketing and reservation staff just put the phone down and walked away. They did not put me on hold, neither did they hang up the call. They just ignored the call knowing that I would eventually give up.
Based on my experience, please be aware that China Airlines staff are trained to give their customers the proverbial “run around” and have no intention of assisting customers once payment has been made. I have flown with numerous international carriers and have never been treated in such an indifferent and rude manner. I am extremely disappointed with China Airlines and my concerns still have not been resolved. The staff are rude, evasive and less than helpful. Their indifference and poor customer service span from their front line ticketing and reservation staff up to and including many of their senior management personnel. In comparison to other reputable international air carriers, China Airlines offers reasonable fares however be aware that what you save in terms of fare price, you will lose in customer service and relations, rude and inefficient personnel and a load of unnecessary stress dealing with a budget international airline. As of this writing, nothing has been resolved and there have been no attempts by China Airlines in Vancouver or their head office in Taipei, to return my calls or address my concerns.
I am never taking China Southern again. I was flying business class from Vancouver to New Delhi via Guangzhou. They boarded everyone on the flight and then after 2 hours on the tarmac we were asked to deplane and the flight left after 5 hours. I had a connecting flight with a 2 hour layover so obviously I missed the flight. They took forever to inform when the plane will be fixed and in the meantime all other flights from other airlines with possible connections to Delhi were gone. The flight crew was really nice in business class and apologetic that is the only reason I have given two stars. In Guangzhou like, even though I was flying business class, they put me up in a hotel which was 20kms from the airport instead of the pullman hotel at the airport like last time when the flight for delayed in Vancouver again. The flight for Delhi from Guangzhou was again delayed the next morning. It is highly unreliable and I would advise everyone to avoid all sectors with less than 4 hours of layover time.