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

"worst company I have ever dealt with"

(Russian Federation)

Trip Verified | Bought tickets from this company. I received a letter to my mail that my flights were rescheduled for another date. Transfers on these tickets are simply not possible. I've been trying to contact the airline for four days now. I called the phone but the call does not go through, I write to the mail but no one answers. It turns out that I just lose my money. This is the worst company I have ever dealt with. If you want to lose money buy a ticket from this company.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Moscow via Beijing
Date FlownApril 2023
Seat Comfort 12345
Value For Money 12345
no
7/10

"price of the ticket is very cheap"

(China)

Trip Verified | Beijing to Shanghai in October 2020. When getting on the plane, the steward is efficient and fast in guiding passengers. After closing the cabin door, through a very short taxi into the runway ready to take off, without any delay, even in the National Day holiday. But the food is really average, economy class only porridge and pickles, and can't choose anymore. It provides free WiFi, but it can only watch some documentaries and movies, and can't contact the ground. Although the seats of Air China 77W are not very comfortable, the space between the seats is very large and comfortable. PTV is slow to respond, but it contains a lot of films. The landing was very smooth. When we got off the plane, every steward warmly expressed thanks and said goodbye. The price of the ticket is very cheap, only 500 yuan.
AircraftBoeing 777-300ER
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteShanghai to Beijing
Date FlownOctober 2020
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

"still have not received my refund"

(Tanzania)

Not Verified | Worst airline and horrible refund policy. I was to fly from Beijing Capital to Dubai, but they cancelled the flight. I applied for a refund and it’s been 4 months and I still have not received my refund.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBeijing to Dubai
Date FlownJuly 2020
Value For Money 12345
no
2/10

"loop hole to screw me over"

(United States)

Trip Verified | I requested a refund to my flight because of COVID-19 which was supposed to be a full refund. However what I learned after calling is in order to get refunded for the flight I can not file for a refund online, it had to be a phone call in order to get a refund. Is this confusing? That's because it is, I did an online 'request to refund' and received no refund. So Air China canceled my flight and took my money! How does that make sense at all? I tried calling them several times and their answer was always different, they canceled the flight and I am out of my money for a flight they never flew all because some side loop hole to screw me over. Seems this is common place for this company and I am personally avoid them for all my future flights, while they are cheap you get what you pay for obviously and the last thing I need when I am trying to take a vacation is dealing with this nightmare of a company.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York JFK to Beijing
Date FlownApril 2020
Value For Money 12345
no
3/10

"the worst unhelpful airline"

(United Kingdom)

Trip Verified | I flew to Thailand but with the Corona virus they cancelled the flight from Bangkok to London and wouldn't help to bring people back or give a refund so that we can take alternative flights. They were the worst unhelpful airline. Once they get your money they don't care about the customers.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Bangkok via Beijing
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
6/10

"plane brought back memories"

(Canada)

Trip Verified | Vancouver to Guangzhou via Beijing. On my Boeing 744 trip, the plane brought back memories. Normally, I like a updated and brightly lit cabin, but the Boeing 744 really brought something special. Their food is questionable and their inflight was entertainment system can have more selections. They also have good value of money as my round trip costed just over $500CAD. Overall, they have great crew and value but can improve on the food and IFE.
AircraftB777-300ER/747-400/787-9/A330-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVancouver to Guangzhou via Beijing
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Refund policy is ridiculous"

(China)

Trip Verified | Guangzhou to Vancouver via Beijing booked for mid-April. The worst airline I have ever seen. Air China doesnt care their customers and just want to get money from their customers. Refund policy is ridiculous and try to cheat customers. When you call customer service, the only thing they said is there is nothing I can do. Will 100% not to choose this airline ever again
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGuangzhou to Vancouver via Beijing
Date FlownApril 2020
Seat Comfort 12345
Value For Money 12345
no
3/10

"an unpleasant experience"

(South Africa)

Trip Verified | Tianjin to Johannesburg via Shenzhen. Had an unpleasant experience flying with Air China. No service to speak of, the ground staff are content just speaking at you and not listening to what you have to say or are asking. I had to wait for a long time to check in, because my bag was overweight even though I said immediately that I would pay the fee. I ordered the vegan option: I was given a bun smothered in mayonnaise three cucumber slices, some lettuce and an orange wedge. This I did not eat of course. I informed the cabin crew who were polite but unfortunately were unable to help. Could you please enlist the services of a nutritionist and have them review and train your food and beverage department on what constitutes a complete and healthful vegan meal. Do not mislead customers by saying you cater to all dietary requirements when you do not.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTianjin to Johannesburg via Shenzhen
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"Utterly shocking service"

(United Kingdom)

Not Verified | My infant daughter and I flew from Cape Town to Xi'an via Johannesburg and Shenzhen. Firstly I was told our baggage would go all the way to Xi'an (which it did not), but that is the fault of the rude check-in counter rep in Cape Town. My daughter and I arrived in Johannesburg and had to check in our luggage onto our connecting Air China flight to Shenzhen. In Shenzhen I was told to check my luggage in again for the last leg of our journey to Xi'an. However my one suit case and my daughters stroller never arrived, and I later learned that it never left Johannesburg airport. I arrived home having none of my daughters clothes, all her clothes at home were too small for her and to add insult to injury we are now in a 14 day quarantine. We arrived on Tuesday afternoon and were told that on Saturday it would arrive. It is now Saturday evening and still no word on its expected arrival. Utterly shocking service. On a more positive note, cabin crew were friendly and helpful.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteJohannesburgh to Shenzhen
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"response to COVID-19 is criminal"

(United States)

Trip Verified | Los Angeles to Kansa via Beijing booked for March 2020. I've had great experiences flying Air China. Attendants are friendly and food is decent. However their response to the COVID-19 outbreak is criminal. They lied repeatedly about issuing a refund. I had to file a credit card dispute to get my money back.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Kansa via Beijing
Date FlownMarch 2020
Value For Money 12345
no