Air China

Not Verified | New York JFK to Beijing. On 25-NOV-2018, our flight got cancelled causing me and my group to miss a whole day of vacation in Thailand. The Airline did absolutely zero for us over 300$ in loss per person. Unacceptable. Our flight was at 2:30am and delayed until 12:30pm following day. We called the airline they had no information. We received no email what so ever notifying us of cancellation/delay. We sat at the airport for almost 10 hours with no direction from anyone. When we called again to ask for hotel accommodation (per airline policy of delay of 4+ hours) we were told we do not need a hotel. We have a member in my group with health issues, however, when mentioned to Customer Service they immediately dismissed this. At this point in time due to absolute negligence on behalf of this airline, we will never fly with them again. Don't be deceived by the cheap price. The cheap price reflects in their sub par customer service which was evidently and successfully displayed by Air China personnel. They were rude and offensive.

✅ Trip Verified | San Francisco to Beijing. Our booking leaving from San Francisco was a total nightmare. We got to the counter to check in at 12:50 an hour before the departure time and there’s nobody there to check us in. Therefore we cannot get to the gate. We were there exactly an hour before departure which is still on the required time to check in for the flight. The counter personnel’s left their post prior to the time. Called the extension on the gate to get help but again personnel don’t answer their phone. We had called the 800 number of the airline which takes 2 hours to answer and no help was rendered to us by your company. The 3rd party agency tried the whole night to book us another trip using the remaining booking so we don’t purchase another ticket but Air China refused to help us. Instead they wants us to buy a more expensive ticket and charge us ton of money to get to our destination. The aggravation and frustration was unbearable. No one attempted to help. Besides we bit the bullet to just purchase a ticket but the process is long and complicated on hold for the reservation office for 2 hours and yet never get to reserve it.

Not Verified | San Francisco to Manila via Beijing. My connecting flight from Beijing to Manila on Oct 31, 2018, took off without notice. I was one of those passengers stranded in Beijing starving and cold. The money that was given to me is not enough to pay for the hotel room. I spent more than 12 hours in the airport I've missed a very important appointment the next day and it cost me handsomely. It was a very frustrating and exhausting flight and a very poor customer service.

✅ Trip Verified | New York JFK to Karachi via Beijing. Courteous staff, kept On-Time schedules, Magnificent price ($409/person round-trip on sale), comfortable seats, transit hotel-stay provided. Requests for Halal food honored.

✅ Trip Verified | Taipei to Beijing via Houston, we looked for a ticket not expensive and comfortable as we were traveling as a family with a 3 yrs old kid. I found that Air China was offering cheap ticket and transfer hotel accommodation at Beijing if your transfer time is over 7 hrs. Beijing is really cold in November at night even for adults, imagine the kids. We arrived Beijing at 00:30 for transfer and waited 1 hr in line for security check with a kid sleeping in my arms. Asked officers for priority line but none of them cared about us!! For transfer hotel you have to apply transfer visa which is an easy process i experienced before however this time the lady officer even without checking our passports carelessly and without expressing not even a little responsibility said I will not give you visa! Then i went to Air China desk, but they didnt even try a bit to help, we paid ourselves for hourly hotel to at least let baby sleep in warm. I never ever recommend Air China.

✅ Trip Verified | Tokyo to Paris via Beijing. There's a possibility that I might have just been lucky, but everything about my two recent flights with them was a boon. Tokyo Haneda to Beijing Business Class was an A321-200. Generously spacious and plush, soft fabric-upholstered seats, in a 2x2 configuration, with a headrest, extending footrest, and lumbar support. Very clean, well-maintained cabin and restrooms. Service was warm and courteous. Beijing to Paris/CDG Business Class an A330-200. 2x2x2 seat configuration. No partition between seats (no privacy), but the seat was spacious and comfortable, extending to a full bed. Bedding was high quality. Fantastic pillows. Food was basic, but warm and carefully presented. Coffee was excellent. In-flight entertainment was decent. Restrooms were kept spotless throughout the flight. Service was one of the best parts: polite crew, proactive, and attentive. The other best part was the price: $2,400 roundtrip while the same flight on other carriers went anywhere between $1,700–2,000 in Economy. Overall, an unexpectedly good, above-average experience.

✅ Trip Verified | Bangkok to Moscow via Beijing. I had a connecting flight in Beijing at night 13 hours. My ticket included a free hotel. Representatives of the airline in Beijing refused to provide a free hotel. When I found the ticket information in the web-site and showed them again, they sent me to another terminal. There I was also redirected for a long time. When my nerves exploded, the airline representatives said that the hotel provision was not selected in the booking history. The staff could not provide the hotel. They also offered to spend time in the lounge area for 80 yuan / 3 hours. Good service and food aboard, but I do not recommend this airline because of the blunt Chinese ground staff. Email support answers for a long time or does not respond at all. Their answers are standard and not useful. They also could not help me. The site is constantly experiencing problems. Very uncomfortable, very bad service.

Not Verified | Madrid to Bangkok via Beijing. Positively surprised by this airline. The food was very good for airline food, and plenty - the movie selection was good (Hollywood and European independent movies in English with various language subtitles) and the aircraft was modern. The flight attendants seemed friendly yet with rather limited English. The only negative aspect was that the online check in did not seem to work on mobile phones and was painfully slow on the computer.

✅ Trip Verified | Xi'an to Beijing. Very nice staff. The airplane was just fine for a flight under two hours. Passangers were being provided with information at all times, but without being annoying. But having one flight attendant speaking to some passengers individually while safety instructions are being passed on should just not happen! Also, the ground service was confusing, not so nice and we couldn’t even check in online (not sure if that is an airline or country imposition).

✅ Trip Verified | New York to Hong Kong via Beijing. Disgraceful service and attitude. Avoid this airline. Flight: 13 Oct 2:30am, JFK-Hong Kong, CA990. Due to unexpected transport problems (incredibly, NY JFK's Airtrain system broke down, leaving us stranded onboard), I arrived at the Air China check-in desk exactly one hour before the flight. However, the staff had already closed the check-in desk (there was literally just one person left, closing down computers etc); and they would not let me check-in. The rules state check-in closes one hour before the flight, but the Air China staff had clearly closed the counter before that cut-off time. There were around 20 passengers left stranded due to being stranded on the airport's airtrain shuttle, but Air China made no attempt to help. In fact, the staff were completely indifferent. Air China refused to refund the money and would only allow us on a later flight if we paid the fare difference in full - which was several thousand dollars. I had to cancel my trip. I advise you never to buy tickets with Air China. If everything goes as planned you might be fine; but if there are any unexpected problems, Air China has no interest in helping and will be completely inflexible. Choose a better airline that Air China, one with reasonable customer service, one that solves problems rather than simply waving away passengers in need.