Air China

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 507 reviews
4/10
3 star Skytrax Rating
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8/10

"Service is average"

(Netherlands)

Verified Review | Taipei to Frankfurt via Beijing than the opposite went really well. Service is average, seat quite good for being an Asian airline (and I am very tall) and there was no problem for me. I only found the airline website a bit obsolete. I was a bit afraid about their luggage restrictions but nothing went wrong.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteTaipei to Frankfurt via Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"bare minimum standards"

(Japan)

Verified Review | Tokyo to Frankfurt via Beijing return on Air China business class. Considering the price, I have no satisfaction. 12 hr sth business class for only less than USD 2000, especially also considering Japan's peak summer holiday season. Tokyo to Beijing legs both use small A321 aircraft; limited recline on the business class seats. No inflight entertainment provided behind seats like Asiana Airlines. Beijing to Frankfurt on a Boeing 777-300ER with 2-2-2 lie-flat business class seats. Air China basically provides bare minimum standards of business class service, champagne, French red and white wines as well as spirits and liqueurs. They can improve contents of IFE and business class menu (e.g. to supply beef and fish instead of sausages and chicken, they look and taste cheap to business class passengers). Cabin crew provided enough courtesy to business class passengers.
AircraftA321 / Boeing 777-300ER
Type Of TravellerSolo Leisure
Cabin FlownBusiness Class
RouteTokyo to Frankfurt vua Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"Seats were comfortable"

(Hong Kong)

Verified Review | My wife and I took a round trip from Hong Kong to Newark via Beijing on A330, Boeing 777-300, and Boeing 737-800. All 4 flights we took was delayed for 1 hour respectively. The journey in general was good. The airplane was fairly new and in pretty good condition. The food and beverage were good. Seats were comfortable. Power socket was provided in B777-300ER for laptop and tablet. The only discomfort was the air temperature was a too high on flight from HK to PEK. Our outward flight transfer time was as long as 12 hours, Air China provided free overnight accommondation including shuttle. However, they should improve the online check-in system. We were unable to check-in our outward flight due to some internal error of its online system, but it worked in return flight. The entertainment system on Air China fleets was designed for those who speaks and reads Chinese. The touch screen of my wife's seat (both outward and return flights were not working) she had to make use of the fixed controller instead. Both journeys were good, not bad honestly.
AircraftA330 / Boeing 777-300ER / 737-800
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteHong Kong to New York via Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"don't ever fly with Air China"

(Canada)

Verified Review | Vancouver to Bangkok via Beijing. Worst airline we have ever flown with. I was injured while on the trip and needed to return sitting in business class as per doctor's note. I was more than willing to pay for the upgrade but once we arrived in Beijing for our layover I was told that in order to pay for the upgrade I would have to leave that section of the airport and re-check myself in? I was forced to sit in my pre-booked seat and was told there was nothing anyone could do to help. Worst customer service ever, each staff member was rude with both me and my husband. They even tried to ignore the fact that we were standing right in front of them and pretend that we didn't exist. I will never ever fly with this airline again. Please don't ever fly with Air China.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteVancouver to Bangkok via Beijing
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"both flights were delayed"

(Hong Kong)

Verified Review | Hong Kong to Beijing return, both flights were delayed. For the outbound flight, I received email notice of delay from 12:45 to 13:15 when the incoming flight was delayed. I boarded the flight, but after the cabin door was closed, bad weather arrived PEK and traffic control took place. The crew served the meal meanwhile, expecting a long wait. In the process, the captain contacted the air traffic control at PEK and said we could fly at 18:40 the earliest. We then returned to the terminal and boarded again afterwards, but the plane couldn't land because of thunderstorm and diverted to Shenyang. The airline sent us to a hotel and returned next morning. When I took the return flight, the airport was a mess. I arrived the terminal 50 minutes before the scheduled departure time. The queue was long, and there were many people holding the same ticket as mine still in the queue. Multiple flights were cancelled the day before and my flight accommodated many those passengers, resulting in some passengers couldn't get on the plane even if they chose a seat before, and had to take an afternoon flight. I ended up assigned a premium economy seat with my economy class ticket. The flight delayed as well due to thunderstorm, as well as many other flights on the same route, and only after 7 hours of waiting we could board the plane. I was served a cup of drink immediately after boarding and there were slippers available in the premium economy class. The in-flight entertainment contained a lot of selections in films and games. .
AircraftBoeing 777-200
Type Of TravellerBusiness
Cabin FlownPremium Economy
RouteHong Kong to Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"gate was closed already"

(Canada)

Verified Review | Shenyang to Vancouver via Beijing. The day before departure, on Aug. 11th, they emailed me and said my first flight Shenyang to Beijing is canceled and asked me to phone them to reschedule. On the day of departure, I checked in on time only to find at the gate the flight CA1652 is delayed with no further info on when we are leaving. No English speaking staff at the gate. I went into their lounge and phone Air China reservation to deal with, but not much help. Basically they said they can book me on the same flight next day staying overnight in Shenyang at on my own expense or standby at the airport in case my flight leave some time later that day. I was told it is due to bad weather in Beijing airport. I checked Beijing airport website to find out more on weather delays there. Their chinese version was announcing something about the weather but when I switched to English version, it doesn't say much about the weather delay. Anyway, I eventually get on the flight after about 7hr delay and when I landed in Beijing I found my flight CA991 to Vancouver was still waiting at the gate which was 6 hr after its scheduled departure time to Vancouver already. I tried to rush to the gate but being in Chinese airport you have to queue up three times before being released to the airside, resulting gate was closed already when I managed to get to the gate. Later on I managed to get back to check in area to reschedule my flight with help of a chinese speaking fellow passenger, and we were offered 200RMB with no accomodation for the night. I had to find a hotel room on my own. Their inflight service is okay, airplanes were fairly new. Movies were mostly chinese ones with a handful of exception, probably because chinese regulates to release only so many western movie in China.
AircraftA321 / Boeing 777-300ER
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteShenyang to Vancouver via Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"such an international farce"

(China)

Verified Review | Xiamen to Beijing. My trip was meant to end in Europe via Beijing, however we were forced to land in an airport near Beijing due to severe thunderstorm in the Chinese capital. We were left speechless at the neighbouring airport without any ground staff changing tickets for me. We were then bused to a small hostel without any Air China members clarifying anything on our connection flight. When we then tried to call Air China customer hotline, we waited more than 20 mins on the line but no one picked up the phone. Shame on Air China for running such a shoddy service and you should blame your government for restricting air traffic so much in the last few months. None of the flights departed from China was on schedule. Shame on you for making such an international farce.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteXiamen to Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"worst service of any airline"

(Australia)

Verified Review | Sydney to Warsaw via Beijing. What a disaster I have not even put foot on the plane and what a joke! The customer service people could barely speak English, we wanted to see if we could change our return date to find that the departure flight had been cancelled- no email notice from them. Lucky we had a reason to call them the original departure was to get us to a wedding for the next day. Eventually we got a departure flight that suited - took two long calls, first call was a disgrace their reaction was that they were doing us a favour by re-organising a new departure date, and at much dearer rate. Just had an operator in Sydney hang up on me as I wanted to confirm that the new departure flight also provided for us the original seating to be advise no and it was against policy despite being given same on booking. There is a certain arrogance about them. Information is confusing and at odds why we now find we are having to call them more than normal. This is the worst service of any airline we have ever seen, surely no private company can survive with this model. Sorry that I have given rating of flight details as review not accepted otherwise.
Aircraft?
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteSydney to Warsaw via Beijing
Date FlownAugust 2017
Ground Service 12345
Value For Money 12345
no
1/10

"a travel nightmare"

(United States)

Verified Review | Manila to Los Angeles via Beijing. It was a travel nightmare. We travel for 4 days in total because the flight in Beijing China to LA was delayed for 14 hrs and we missed our connecting flight in LA to Las Vegas. We have to stayed in LA for 2 days before they gave us s flight to Las Vegas. The representative of Air China gave us wrong information about our flight to Las Vegas. I wrote them a complaint but no answer back. My luggage did not arrive in Manila at the same day so I have to pick up in the airport the next day and found out that 1 of my luggage is broken. Never again will fly Air China it was a very traumatic experience.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteManila to Los Angeles via Beijing
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Worst service ever received "

(China)

Verified Review | Beijing to Yinchuan. Worst service I have ever received from an airline. Absolutely no communication at the gate when the boarding time and departure times came and went. 5 hours later they claimed it might fly in another 3 hours. If I change flights they will not pay me back for the ticket. No explanation on why the plane won't fly. It is at the gate.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteBeijing to Yinchuan
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no