✅ Trip Verified
| Guangzhou to Shanghai. Customer Service is woeful. Unfortunately, I have to regularly fly with this airline so I became a member of the Eastern Miles Club in order that I could accrue some points. I didn’t want the points so much as recognition for the flights. Because I am a westerner, I am almost always get placed up the back of the plane with the other westerners. So, I thought, if they recognise me after all these flights, I might move to the front. For the last 3 months, I have had a new passport (a renewal). We are not allowed to update our accounts with the passport number, we need to call the hotline. I called the hotline and they told me helpfully to email the details to their help desk. I emailed the help desk and they told me I need to call the hotline. And so it goes, back and forth, neither party willing to do anything at all beyond what they want to do or need to do. After 7 emails, with the same request, I am frustrated and stuck. They wont upgrade the passport number and they wont recognise the points. I cant “start again” because that would mean buying a new mobile phone number. When flying with them, could someone please advise the airline that airline issued earphones plugged into their entertainment system, does not affect flight controls. With religious fervor, literally 30 -40 mins before we land, everything is cleared and closed. No phones, no headphones, no entertainment, no kindles - nothing. Sit still and read Chinese Duty Free magazines. Ground staff at check in - very business like, process bound and perfunctory. They remind me every time, what I am about to face over the next few hours. Generally speaking, I have found cabin staff good. They just don’t enforce the rules, particularly as it relates to other passengers playing videos on high volume while we are taking off! I ended up fixing the problem myself. I wouldn’t recommend this airline to anyone.