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 506 reviews
4/10
3 star Skytrax Rating
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1/10

"staff is amazingly rude"

(China)

Verified Review | Beijing to Hong Kong. I need to express my disappointment with this airline. I understand flights in china are complex and you can't help certain circumstances but the following is definitely Air China responsibility. We board and than the announcement is saying the engine is broken. There are no solutions offered and it is communicated to go back to the gate and get another ticket. To pass immigration again etc. I visit the lounge and ask what will happen next, the staff there is amazingly rude and ask what do you want? I paid an enormous amount of money for the business class seat and get this attitude!
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteBeijing to Hong Kong
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline I have ever flown"

(United States)

Verified Review | Bangkok to New York via Beijing. This has to be by far the worst airline I have ever flown. They provided such poor service that I am taking time out of my day to write this review.On our flight from Bangkok to New York via Beijing there was a 6 hour delay for no reason. When I arrived the customer service was so far from what you expected that it was almost laughable. I had more info on my phone than they did on their computer. They attempted to lie that the flight was only delayed by 2 hours but flightaware was showing that this flight still has not taken off from Beijing. They asked me to fly to Beijing and see what I can work out when I arrived 6 hours late. I had to run to make the 1pm flight that had a 25 min layover in Beijing or would have had to sleep in the airport for a second time. There was never any talk of compensation or just basic customer service for a customer that has paid a huge amount of money. I would strongly suggest you avoid at all costs. Unless you enjoy sleeping in airports and dealing with some of the dumbest customer service representatives.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteBangkok to New York via Beijing
Date FlownJuly 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
2/10

"worst airline I ever took"

(United States)

Verified Review | Los Angeles to Hong Kong via Beijing. Average service if you are lucky enough to avoid any unexpected situation (delay, flight change etc) during your trip. If not, you will know immediately why there were so many negative reviews for this airline. Their service in handling special situations are horrible. My first flight was hugely delayed for more than 4 hours and there was no compensation or anything offered by Air China for all the loss of time. Instead, they asked everyone to simply wait in front of the gate and take care of yourselves. Because of the previous delay, the connection flight could not be caught up and I was asked to change my connection flight at the Air China counter after I arrive Beijing. There was a big crowd of people, who also needed to change their connection flight due to the delay, was stuck as well in front of the counter. It eventually took me walk between multiple counters and more than 2 hours to get my flight rescheduled. Everything was handled in a very messy way and it was so unorganized. I am not sure if this is the worst airline around the world, but it is no doubt the worst airline that I ever took.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLos Angeles to Hong Kong via Beijing
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"you are the absolute worst"

(Hong Kong)

Verified Review | Hong Kong to Geneva via Beijing, round trip. Never experienced anything this terrible. Planes are filthy, entertainment system are from dinosaur time. They didn't even bother to put the blanket into a plastic bag! Delays on all four legs of flights, lost my baggage on both ways! The return trip was particularly memorable! Over two hours of delay before take-offin Geneva airport (at the time it was the only flight departing Geneva that was delayed). Naturally missed my connection in Beijing. Ground staff were rude, and the only thing they could do was to change it to another flight 28 hours later! And somehow they could change the flight # without changing the date!! (Found out this problem when checking in, nearly refused to give me a boarding pass. I had to then spend nearly an hour queueing in the ticket office before the problem was finally resolved). When checking in, I repeatedly told the staff to locate and transfer my baggage to the new flight. And then after 28hrs, that flight was further delayed for nearly 4 hours for no reason! And then, when finally landed in Hong Kong, I found my baggage was still in Beijing. Congratulations Air China, you are the absolute worst.
AircraftA330
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteHong Kong to Geneva via Beijing
Date FlownJuly 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

"Absolutely the worst"

(United States)

Verified Review | New York to Bangkok return via Beijing. Worst airline and customer service I have ever seen. All 3 flights so far have been delayed. They ruined my honeymoon in Thailand with my wife and made me miss all of my business meetings in New York by being delayed over 7 hours for now reason. They claimed it was due to bad weather in Beijing but weather.com showed that it was beautiful weather in Beijing and in Bangkok. Made us sleep in airport without even providing hotel accommodations. We paid $6,000 each for our business class tickets and were treated in the worst way possible. When speaking to the representative they said the best they can do it give me access to the lounge at the airport - which we already had access too since we were business class! Absolutely the worst.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteBangkok to New York via Beijing
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Worst services seen"

(United States)

Verified Review | Ho Chi Minh City to Washington via Beijing. Worst services seen in an airline. The captain did not inform the passenger details for flight delayed and did not say a word during the entire flight. Beijing International Airport whose service staff does not respond to passengers in English, only uses the Chinese language. Flight are delayed without updating on the information TV screen. Flights from Beijing to Ho Chi Minh City are always late for 3-4 hours. The flight attendant never says "welcome" after the passenger says thank you.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteHo Chi Minh to Washington via Beijing
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"not worth the price paid"

(Indonesia)

Verified Review | Beijing to Ulaanbaatar return, both legs onboard a Boeing 737-800 without seatback IFE. Outbound flight was delayed by two hours. Crew on outbound flight were underwhelming, service did not seem polished and crew had limited English capabilities. Food was an uninspiring snack box, not enough for the length of the time we stayed on the plane. Seat dimensions were standard, with 31" pitch. However, seat comfort was good that I managed to get sleep. Unfortunately, only one blanket and pillow was provided for every three seats. IFE was offered in the form of TV shows/moving map displayed on drop-down monitors every three rows. The inbound flight was quite a different story. Although delayed by an hour due to the heavily flawed design of the departures area of the ULN airport and bad, windy weather, we did not encounter any turbulence, which was a plus on this flight. Crew were more professional and had better English. Unfortunately they acted such that they had no time to be friendly towards passengers: they would forcefully and rudely demand that passengers fully turn off their mobile phones while in flight, and wouldn't stop until the crew sees the passenger doing as told. The food was great presented in a snack box consisting of an sausage and cucumber appetizer and a red bean bread, in addition to a hot dish of chicken with rice. What's disappointing, however, is that even after my parents had ordered vegetarian special meals, there wasn't any on this flight. We sat near the front, enjoying a more spacious 32" pitch. Overall a mediocre experience, not worth the price paid for these flights, that severely lacks consistency.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteBeijing to Ulaanbaatar
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"rude, unapproachable, insolent"

(China)

Verified Review | On June 12 my husband and I were supposed to be on the flight from Hong Kong to Honolulu via Beijing. We had a booked and planned two-week vacation in Hawaii with interisland flights between three Hawai'i islands and booked hotels. At noon, on June 12 we got a phone call from the agent, CTrip, through which we booked our return flight to HNL to tell us that Air China cancelled our flight that evening. Since it was the carrier Air China who cancelled the flight. CTrip could not rebook us on any other flight to HNL even though we explained that we have a hotel reseravtions and rentacar paid for for two week vacation as well as interisland flights and that they are costing us thousands of dollars by this impromptu decision. They were not able to offer anything to us. Neither a rebooking later that evening nor change of air carrier within the Star Allaince. We went to the HKG airport just to receive the same information from Air China ground staff, who were rude, unapproachable, insolent to say the least. The ground staff just gave a terse answer that all Air China flights leaving HKG that day were cancelled due to typhoon, even though all other companies were departing that night, with a bit of dalay but they weren't cancelled, without offering a solution, customer care or showing any compassion and cooperation. The only thing that we got was the refund for the tickets in full and only becuase we had booked throught an agent. At the end, we managed to find a flight that would take us out of HKG to HNL, Korean Air. The plane departed that evening with two hrs delay without a fear of typhoon or endangering its passangers.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteHong Kong to Honolulu via Beijing
Date FlownJune 2017
Ground Service 12345
Value For Money 12345
no
1/10

"transfer flight was cancelled"

(South Africa)

Verified Review | Johannesburg to Chengdu via Beijing. The flight here was good but the trouble started when I landed. My transfer flight to Chengdu was cancelled and just gave me a later flight - 12 hours later and no one is able to tell me whats happening with the flights and they don't even know if I'm at the right place. Air China has a lounge and I tried to explain my story to them that I'm tired and want to rest there was 2 answers in that 1 question: 1 Sorry we don't speak English and secondly sorry it's for first class flyers only. So here I am as a paying customer sleeping on the floor.
AircraftBoeing 777
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteJohannesburg to Chengdu via Beijing
Date FlownJuly 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
2/10

"really cheap in all senses"

(India)

Verified Review | New York to Mumbai via Beijing. The Air China airline needs to undertake thorough review of their customer support system. Their inability to speak or converse in English is a big handicap in looking after the needs of their passengers. The food served onboard is basically chinese food named as per your choice rendered during booking. Quality of onboard service is pathetic. Hostesses are rude and refuse services in the first pretext. Their baggage handling is also poor. My one checked-in baggage is lost and not yet traceable (since last 48 hours). When I am calling up their local office in Mumbai, their response is sluggish. The connecting flight at Beijing was delayed. The front desk executives were rude with passengers and did not have any information about the departure of flight. They were so unconcerned that they stopped responding to the queries of passengers, some of them were old and some were mothers with small babies with them. The only USP of this airline is that it is cheap - in fact it is really cheap in all senses. The cheap fare offered by the airline becomes becomes a trap and the passenger eventually ends up paying through nose for every thing.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteNew York to Mumbai via Beijing
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no