Air China Passenger Reviews and Air China Customer Trip Reports

CA 948, Delhi - Beijing, Seat 12 L, CA 985, Beijing - San Francisco, Seat 82C, 13th June. Business Class between Delhi and San Francisco. Some of the worst and oldest aircraft's are being used on this route. Airbus from Delhi to Beijing had very worn out toilets and the toilet bowl did not even flush properly. The 747-400 on the Beijing - San Francisco route was more than 14 years old, no 170 deg recline, this is an old J class seat with many of the seat reclining and extension systems not working. Recline is partial and at least 2 of the functions on my seat (82 C) were not working. The lower panel on my seat was falling off and lying on the floor. The business class lounge at Beijing is another disaster, a dirty smelly shower room with no post use cleaning.

Flight from Sydney to Beijing cancelled and changed to a different day without explanation. On the flight itself the service was cold and abrupt. My biggest complaint about this flight were my uncivilised fellow passengers. One lady cut in front of me in the queue during check in. Later in the flight I produced my phone / tablet (which was in flight mode) to check the time. I now realise I shouldn't have but the guy sitting beside me became aggressive in an animated fashion. I requested a move which the cabin staff to their credit quickly agreed to. Their English was extremely poor. I flew a total of four 8+ hour flights with the airline in the past month (Sydney - Beijing - Frankfurt - Shanghai - Sydney). The food was variable, ranging from quite poor to somewhat edible and the Chinese red wine was sour and undrinkable. My main issue was uncivilised fellow travellers - I almost lost count of the amount of times I was pushed / shoved or cut in front of in queues during this experience. In addition when transferring through Shanghai I had to collect my luggage and re-check in mid way - they could not transfer my luggage directly from Frankfurt to Sydney. This was an unpleasant way to travel and I would not recommend the airline. You get what you pay for and if you do chose Air China be prepared for extra irritations and inconveniences.

CA429, Chengdu to Mumbai on 2013-06-02. I did not get any food to eat as they only had fish meals. FA's were rude and did not help to find an alternative meal for me. The beer was warm, the toilets were dirty from the start of the flight and in shabby condition. The overhead TV screen showed the same Chinese documentary 3 times and a Chinese film both in Mandarin subtitles. Finally coming in to land in Mumbai a 1 minute clip of Beijing airport was shown over and over again till landing. I will never travel this airline again. China has such fantastic infrastructure and warm and friendly people with great cuisine. This airline does great harm to the fine image of China.

SYD-PEK-GAT, flight sold as a single stop. Only after further enquiries (after purchase) did I find that there was a technical stop in Shanghai. 40 minute stop was taken and little to no information was given to passengers. Did we have to clear customs and then come back in? Yes we did. We were not told. It took me about 70 minutes to get back to the gate. After this we sat on the tarmac for a while. Initially the blame was levelled at tardy passengers that meant we lost our place in the queue. Then the weather. This is while other aircraft were taking off and landing. Of course the delay meant we missed our connecting flight. Again, information had to be squeezed out of the staff. The layover was at a local hotel. We did not know we were being rescheduled until 5 minutes before being ushered onto the bus. Still, no replacement flight had been communicated to us. I am currently awaiting the check in to open for the rescheduled flight. To their credit, this morning, information has been easier to gather.

HKG to CDG via PEK and I must say I have never experienced such a poor airline. Announcements from FA's (and Captains) were of such poor English I could not make out what they were trying to convey. I recall when dinner was being served, the FA asked me whether we would like Chicken or Seafood. I told her "can we have 1 chicken and 1 seafood please". She paused for a second and gave me a confused look and responded "We have Chicken with potato or Seafood with rice"! I had to say it 3 times before she understood. On the long haul flight both times I had no choice on the dinner as by the time the FA came to me there was only one choice of meal left. All the beer was finished before dinner was served. Again like all other reviews mentions, no smile or even emotion from any of the crew. The airplane was old. On both long haul flights, I found litter in the pockets, and the tray table had food stains! The seats were also uncomfortable. No dedicated air-conditioning for each seat.

Our flight left London at 1.30pm, at 2.30pm 'lunch' was served, at 2.45pm shutters were pulled down and we were told to go to sleep! Unbelievable! The 'food' was disgusting, no wonder the traveller behind us had taken their own food. Attitude in all the staff who didn't seem to like their job. We enquired about an upgrade before takeoff and were told it would be at least £1000, its no wonder that no-one was in business class, apart from the sleeping staff.

SYD-PEK-SYD in Business Class. Travelling for work all I really want is the cheapest business class seat that I can find for overnight flights to China, there are few options reasonably priced. Air China's offering on A330 equipment is an older style seat but is virtually flat and with plenty of space. It was set quite low to the ground so was easy to hop over the person adjacent when going to the toilet. Food below average for business class and AVOD was limited with mostly older films. Didn't really matter too much when I slept most of the 11.5hrs each way. Flight crew were efficient and polite but characterless. Australian captain noticed on the return flight, which was reassuring.

Flew LAX-PEK in Business and return PEK-LAX in Economy. Business class hard product on the new 777-300 is top notch. Service was very good and food quite on par with my other usual choices when flying to China, including UA, OZ, and AC. Overall, if I was flying business class, I would choose Air China again if the time and price was right. My return flight in PEK-LAX was in economy. Again, 777-300 hard product (seat) which includes in-seat power plug for your laptop was quite good, but the seat pitch was borderline acceptable. The IFE system is good AVOD, but lacks enough current Western content. That aside, I would not recommend Air China economy to anyone because of the quality of the food. Quite simply, it was some of the worst airline food (very low quality Chinese food). Several of the side dishes were inedible.

From Auckland to Tianjin, stop over in Hong Kong. With Air China between HKG and Tianjin, Returning. Both flights were terrible. HKG to TSN, cabin crews had no smile, no greetings at all. During the meal service, they forgot to provide my meal because the crew were busying chatting. On way back from TSN to HKG, new Boeing 737-800 with Sky Interior. The service from male cabin crews seemed to be better than their female colleagues. Overall, Air China may have nice planes, but they showed no willingness to provide any customer service for their CA103/4.

Frankfurt-Beijing-Frankfurt. Second time on this airline as I do not make the bookings myself. Flight as horrible as last time. Old and filthy cabin, tatty seats. Crew very poor in English and everything but service minded. Food quality poor and so is the selection of drinks. No announcements from flight deck. Flights at least both on time.

Hong Kong-Beijing-London and Paris-Beijing-Hong Kong return. Both flights between Hong Kong and Beijing were fine and on-time, a fair meal was served between 3 hours duration. Staff was friendly and tried to meet request made by most passengers. PEK-LHR, A330 served with a lunch and dinner, meals are acceptable. Legroom is fair for a 11 hours flight and staff regularly provide drinks in between. CDG-PEK, B777 served with a dinner and breakfast, the legroom was bit less than the A330 to LHR. You can't demand much more for what you have paid for compared with CS/QR/EK etc.

PVG-NRT last month in J. Flight delayed 2 hours due to late incoming flight from Shenzen. No announcements in lounge and little knowledge of situation from lounge staff. Suddenly a boarding announcement and we raced to the plane. On board A330 the seats were tatty, the crew's English was poor and the meal was the worst I have had in a long time. On approach to Narita we were buffeted by what seemed to be strong winds. No announcement from the captain, just a short "we try to land again, don't worry" from the flight attendant. Landed extremely heavily and made our way to the gate. No AC for me in the future!

Air China bears no comparison to Thai Airways that I normally use. The food is very poor, drinks service minimal and the service is basic. In its favour the flights left on time and safety standards were good, but I would not fly Air China again from choice.

Will never travel with this airline again. Comfort level poor, video selection poor. Flew London to Melbourne via Beijing. No prior instruction about stop over in Shanghai. Thus, lost in Beijing Airport as had to discover that Shanghai was a domestic flight and had to change terminals to do this. No instructions from airline, no signs in English, no English speaking staff at airport. Got to Shanghai flight, settled in seat, had to get off 1hr later with all my stuff, be walked through length of airport to fill in a customs form to say why I was there. Then all the way back to same plane, same seat, with all my stuff in tow - having given up the bottles of water I had bought for the initial flight at security. Got an e-mail for return journey, flight changed, extra day in Beijing. Booked Malaysia airline instead.

PEK-LAX. New 777-300ER was completely full, a very young crowd, so much excitement during boarding. Once underway the passengers were very well-behaved. Crew reasonably friendly and immaculately presented. Two hot meals - one soon after takeoff and another about 5 hours before landing. After the second hot meal, sandwiches were distributed for passengers to snack on for the remainder of the flight. Entertainment was a good selection of movies on individual screens. Pushed on time to the minute and landed forty mins late due to headwinds. Only complaint is almost all pax on Air China are Chinese and hence all have visas, which means each pax takes longer for US immigration - which can be interminable at the best of times - will take an hour unless you're one of the first off the plane. For me it took 1h20m to clear immigration, which was also the case when I flew the airline PEK-LAX last year. Other than that, charming and professional, will definitely fly Air China again.

Flight from Paris to Taipei via Shanghai. They could not check our luggage all the way to Taipei, we had to pick them up in Shanghai, go through emigration and check them in again. Plane was dirty, staff onboard between Paris and Shanghai was sullen, never a smile. I had to ask twice to get an extra blanket on our way out, on our way back I didn't get one. We had a light meal (very light) and breakfast both of rather poor quality. Entertainment was non-existent as they do not have personal screen in the front seat, only a few tiny screens in the middle rows. Flight from Shanghai to Taipei was fine though with nice staff and good food. Otherwise it was a very poor experience which I will never try again.

Hong Kong - Beijing - Moscow Sheremetyevo with Air China on their A321 and B777 because their more competitive price than any other airlines. Check in staff in HKG not polite, due to early morning flight or maybe seeing my Chinese passport? Ground staff in PEK was polite . HKG-PEK arrived on time while PEK-SVO delays 4 hour because of waiting for transfer passenger (not sure if it is the real reason), but CA distributed foods and drinks to us with no extra cost. Compare to unfriendly cabin crew on Air China I have seen before, cabin crew on these two flights were friendly and attentive with limited English ability on both segments. I found my no-lactose special meal tasteless and asked for another regular one which was tasty and good. Seat on B777 PEK-SVO is very comfortable with good recline. No IFE on both segments. I would still recommend Air China for their price and attentive service.

CA984, LAX-PEK. On-time departure of a (new) 777ER. Great AVOD with movies in English and Chinese, not recent releases, but good, adequate selection. 2 full meals, Chinese fare both consisted of rice or noodles with beef or chicken, good and abundant. No western meals menu. Frequent cabin walk-throughs with water. Self-serve refreshment section in the mid-galley. FA's professional and efficient. Great seat pitch and recline on coach. Overall a very pleasant experience on a long haul flight. Boarding was not by row or section, just general boarding, but surprisingly quick and efficient. Impressed by the nice new 777 ER. My experience was totally contrary to most reviews on CA, perhaps the introduction of new aircraft was the key.

JFK to PEK and returned 8 days later. Outbound flight was on an ancient 747, there was no entertainment system on the plane. The food was mediocre at best. Flight attendants were pleasant. Our return flight (981 on 4/7/2013) was on a newer 777 with an excellent in flight entertainment system. The food was worse than that served going over from JFK. The huge drawback to this flight was the rudest flight attendant I have encountered in 50 years of flying.

Flight from Shenzen to Guiyang. Domestic flight. Flight was delayed. Onboard, I found the seats very hard and you could feel the frame of the seat. The meal was just a small piece of cake and a bottle of water that didn't taste very good.

CA1319 from Tianjin to Shenzhen on 13 March. Boarding on time. After boarding flight delayed 4 hours. After more than 2 hours we were given information about delay. Headphone on seat connection did not work. No English newspapers available. In the meantime served poor quality food. Flight attendants not friendly, no smile, no answer when questioned about delay.

My wife and I flew from Melbourne to Munich return via Shanghai and Beijing in July/August 2012. Apart from the delays in mainland China on both legs Air China was actually very good for the low return air fares paid. I wouldn't fly with them again purely on the basis of the long transit delays at Shanghai and Beijing.

After my much delayed China Eastern flight to Qingdao (see posting under China Eastern), I changed my approach and took an evening flight to Qingdao with Air China. As a Star Alliance Gold member I checked in hassle free at the Business Class check in and proceeded to the Air China lounge in Shanghai Hongqaio airport. Lounge well stocked with drinks and hot food. Boarding on time small delay taking off but landed on time. Return trip also took off on time but no meal service due to turbulence but who needs feeding during a 80 minute flight. We even had an announcement from the flight deck in both Mandarin and English. Arrived Shanghai Hongqaio on time. Overall a good flight at a reasonable price.

3.5 hours waiting in a parked plane before flight being cancelled at 03.30 am due to engine failure. Air China flies in a new spare part from Beijing and the flight is 13 hours delayed with no information and no help in booking new connecting flights. No one at the information desk from 04.00 am to 12.00 pm and passports were confiscated to make sure we did not leave the airport. No reply on supplied phone numbers. Security check 3 times before finally boarding, no safety demonstration before take-off and no one to show passengers around when arriving at Beijing. By far my worst experience with any airline.

Shanghai Pudong-Chengdu on first class with A320, flight delayed 15 minutes but still arrived on time, cabin crew friendly and polite, good inflight service, seat comfortable and did manage to sleep for more than 1.5hrs, food awful and quality is far below the CX/JL/NH/SQ economy class food!

My wife and I flew Oslo (Norway) to Sydney (Australia) in January/February 2013. Departed Oslo on Jan 17, returned Feb 18 from Sydney. Outbound we had an A330 from Stockholm to Beijing. Plane was acceptable and comparable to the other airlines we had used, however, the service was worse. The crew seemed uninterested, the food was nothing special and beverages extremely limited and served out of sync with food. Beijing to Sydney on a Boeing 777-300. The plane was ok, but service identical to the one we had between Stockholm and Beijing. Very disappointing. On return, a Boeing 777-300 from Sydney to Beijing. The experience was repeated. Service was very disappointing and beverages served late and very limited, except for water. Beijing to Stockholm an Airbus A330. Legroom was more limited than the former A330 and selection of audio/video very limited. Service was somewhat better and beverages was served right after food, however very limited. On the positive side was the opportunity to use the Air China transit lounge, however, this did not compensate for the low quality service. Overall, we were very disappointed with this trip and we will probably never use Air China again.

HKG–PEK last month on an A330-300. I am beginning to think that all the Chinese airlines don't keep a very good schedule, because this flight was late leaving, as have all other Chinese operated airline flights we have been on for our trip. Upon boarding, we both noticed that the FA’s were very nice and extremely helpful to us. Aircraft was either new or had been refurbished, because everything was spotless. After takeoff the FA’s began there services. The drinks available were limited. The most popular American whiskey in the world was not available so we had to accept lesser things. The food was good and all the services were done well. The FA’s English was sometimes not too good, but both sides were able to make the other understood.

CTU–HKG. Last month my wife and I traveled from Chengdu to Hong Kong. Their price was a little more expensive than others, but their schedule was much better than anyone else. Check in at CTU was very efficient, as was security there. Once we reached the assigned gate we were told that there was a gate change, but it was just across the terminal - no problem. Then the flight was called and we found that we had to go downstairs and onto a bus to be transported to the plane. After riding all around Chengdu airport (which is large) we finally reached our plane. Of course it was parked at a remote place and we had to climb stairs to the cabin. Upon entering the aircraft we found it to be a newer 737-800 with plenty of space for everything. The FA’s were very polite and their English was good. The services were efficient and the meals and beverages were good and tasty.

Beijing (PEK) - San Francisco (SFO). Aircraft was a 15 year old 747. Cabin amenities were showing their age. Seats were the new kind and were quite comfy and could recline well. Lack of entertainment was troubling but I had brought my own entertainment. Food was average and was edible but could be better. Overall a not bad flight.

CGK-PEK-SHA v.v. (CA 978, CA 1549, CA 1832, CA 977). All flights were on-time with short transit time in Xiamen airport for immigration clearance, except the PEK-CGK sector which was delayed up to 3 hours with no explanation (I guess that was due to snow and weather). Meals on board so-so, except from PEK to Xiamen which was totally tasteless. Crew service not bad, some looked happy and dedicated to their job, others just take it for granted. If you aren't too bothered with service quality, Air China can be an option.

CA105/CA106, Dalian (ZYTL) - Hong Kong (VHHH). Classified as an international flight, but the service is not good. Food and beverages are the same as a Chinese domestic flight. The only entertainment is some small TVs.

Flights in December and January from London to Sydney via Beijing and back. We armed ourselves with our own food and laptops with extra batteries for movies etc. but we have found this to be one of the better flights we have ever been on. The attendants were polite and pleasant and all spoke English. The food was lovely and more than enough to fill you up, with drinks at regular intervals. And if that wasn't enough you just press the button and ask for more. Toilets were as clean as you can expect from 300 people all using the same few loos. But after almost every one went in an attendant followed to clean up and replace loo roll etc. Space between seats was more than ample with at least 10 inches between your knees and the seat in front and even when the person in front put their seat back the seat wasn't right in your face. The entertainment was really good with over 40 films in English and games and music and even TV shows. Overall we can not fault this air line and we would most definitely recommend to others, especially with it being over £3000 cheaper than other airlines!

Return flight TPE-MXP via PVG (Economy Class). Good points: new aircraft's, comfortable seats, good variety of films and entertainment (big personal screen), nice food, on-time arrival. Bad points: as said in many reviews, staff quite unfriendly and often with bad English, blankets not particularly clean and customer service is awful. No answer even after several e-mails. the call-centre is often busy and seems not to follow our instructions. Apart from that, after being connected with an operator who spoke our language (after 4 days of trying), the problem was solved in a very efficient and professional way.

Took 4 kids, aged 3 to 11, to Sydney from London via Beijing. Check in was great both going and coming with staff giving us configuration of seats we wanted on all legs. Service on planes was good (unless you like to drink in which case Air China wouldn't be my choice!). Movies great for us and kids and food good (although beware the fermented black egg for breakfast which my 3 yo still talks about with horror). All flights took off on time and Beijing airport was fine if a bit limited in choices. Would highly recommend as their price was £2k cheaper than next alternative.

Hong Kong - Gatwick return. Planes fine, food ok, price excellent, punctuality mediocre. I was generally happy with this trip. Seats are comfortable and there are lots of movies to watch after you get the hang of the controls, which are not so user friendly. FA's were great and the food was better this time round. However, expect the 0155 from Beijing to Gatwick to be delayed, as I have looked at its departure time for the past couple of months and it leaves late, often very late, each time. The plane is there, but it waits for all connections to arrive, which causes this long delay. Anyway, given the good price, I would fly with them again.

The movie/ was unwatchable - green, shadowy, and I could barely make out what was on the screen. The headset and overhead light for my seat didn't work. Two bathrooms at the rear of the plane were closed off out of order. PEK-SFO my seat didn't recline. I had to move an empty seat on the other side of the plane leaving my partner alone. The English PA announcements were unintelligible.

CA 851, PEK-LGW, 15/01/2013, A330-200 with new flatbed business cabin. Cabin was only 30% full. Nice and clean reconfigured aircraft, excellent friendly service. Thick, comfy comforters with cotton sheets and matching cotton pillow. Delicious food (I chose the Chinese dish) all served with Cotton tablecloths and real china. New AVOD system with excellent film selection. Hard to believe how bad CA used to be.

Beijing-Chengdu-Hong Kong. Arrived in Beijing to find out that the Chengdu flight was cancelled, spent the next 5 hours being bounced around offices and terminals due to total lack of care or internal communications. Finally got on a direct flight by chance when consulting the duty manager which nobody before had mentioned to do.

Beijing-Shanghai (Hongqiao) on a new A330-300 Airbus. The configuration is used as business class on international and as first class on domestic legs. Flight left a little late - we arrived some minutes early. Seat quality meets high expectations. Did not use IFE (except the airshow) on this flight of 95 minutes. For lunch they offer a choice of 4 main courses plus a 'daily special selection'. All food is served on one large tray, separate serving of appetizers etc. would probably be too time consuming. Quantity and quality fully acceptable, so is the presentation and the cabin crews general service standard. In beverages Air China highlights a choice of 7 different teas, 4 coffees. Glasses were refilled almost immediately. Overall, Air Chinas domestic first class is a good product and an excellent value, particularly if you can book a discounted fare being only marginally more expensive than full economy.

CA 1231, 8 Jan, Beijing - Xi'An, First Class. From check-in at Beijing to arrival in Xi'An an excellent service for a 1 hr 50 mins flight. Staff assisted with self service check in and baggage check-in, fast track security procedures and access to the Air China First Class Lounge - huge facility with ample seating, eating and entertainment areas. Seating on 737-800, 2-2 with total of 12 seats. Hot towel and welcome juice or water on boarding. Very comfortable seat for a single aisle aircraft, lie flat seats with ample recline and footrest. Choice of either a Western or Chinese breakfast - excellent coffee and bread basket service. Cereal, fresh fruit, hot meal of sausages, tomato's and omelette. Another hot towel after meal. Attentive but unobtrusive service. Definitely a benchmark service for other airlines I use, considering such a short flight.

FRA-PEK-HKT and HKT-PEK-FRA, Dec-Jan 2013. All other flights were delayed except the return flight PEK- FRA. Planes were clean, staff kind, the meals were the most tasty I have had on a plane. The movies on the FRA-PEK and PEK-FRA were new and good quality. Headphones were free, which is unusual. All in all very satisfied. One thing I would recommend is: Increase the volume on the announcements.

Frankfurt-Shanghai return. No online check-in internationally, no advance seat selection unless you call in more than three days in advance (which they don't tell you), terrible customer service - the agent I got wanted to help, but was unable to do anything. She recommended I contact Complaints, and gave me a phone number that was out of service. Shanghai Pudong staff didn't even have a complaints protocol, didn't care. My seat in disrepair - mine was slanted downward, meaning that I couldn't relax without slipping into the footwell. Flight came in to Frankfurt late - they didn't advise about coming in late until just before landing, when I found out I was missing my connection.

Flew to Bangkok from New York via Beijing in business class, December 25, 2012. Flight from JFK to PEK was on an older 747. The seats do not lie flat and do not work well. Aircraft was dirty, the individual TV screen was fuzzy, the movie choice was bad, but the food adequate, however, the service was poor. Seats on the PEK to BKK did not work well. You get what you pay for.

LGW-MEL via Beijing and Shanghai. Visa for Australia sorted out by Air China staff at check in after problems arose. Flights on time and all went well. Uncomfortable wait in Beijing for 9 hrs with little comfort before next flight. Can't understand why we were moved through immigration and around airport terminals, to find out that the next flight was from the next airline bay! Planes were good conditioned airbus 330s, food was good with choice every time, plenty of fluids passed out by staff. Seat comfort onboard to Australia uncomfortable but better on return. Flight late leaving UK, on time in to Australia but late landing due to bad weather.

Hong Kong to Beijing. Wanted to fly Hong Kong to Toronto direct but booked flights with points and this routing was the only one available. Aircraft was an old and tired Boeing 777. A bit dirty around the seat area. We flew business and my foot rest was broken and could not be adjusted by the power button. When the seat in front was in the full recline position, it encroached onto my space quite a bit. Flight was set for 2.20pm and it left on time and arrived in Beijing 15 minutes early, good for me as I had a rather tight connection. The snack was a salad and fried rice. Food was just barely adequate which I didn't finish. Flight attendants spoke some English enough to get by. Would not choose this airline unless I have no choice.

HKG-PEK-NRT, 12/12/12. First flight A321, cabin crew excellent although the English speaking FA had a very heavy accent which made it a little difficult to understand her. Service very attentive, they actually opened the slippers and blanket pouches for you. Meal service came and they opened the tray tables for you. Breakfast however was watery eggs, tasteless chicken sausage and spinach. In the past I have always found catering from HKG to be excellent, but this was far from what is usual. Transit in Beijing was good, arrived and departed from hard stands, business class passengers had their own minibus to take them to and from the terminal. However, transit in PEK meant going through an immigration check and there was only one open desk which the immigration officer took 10 mins or more on the passengers ahead of me on line. PEK to NRT on 738 with only 8 seats. Catering was sub par, the steak was overcooked and the appetizers were brown tofu and dried fish. Again though the cabin crew were excellent.

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