✅ Trip Verified
| New York to Bangkok via Beijing. I've been traveling for years and this is the 1st and last time I will ever use them. I just got married and my husband and I planned a 2 month honeymoon to Asia. We purchased a round trip from JFK with a layover in Beijing before arriving in Bangkok. The return flight was from Hong Kong with layover in Beijing before landing in Newark, NJ. Our flight in April to Bangkok experienced multiple delays which caused us to miss our layover in Beijing by 5 minutes. We actually had a 75 mins layover in Beijing, but due to the delays, we and almost everyone else on our plane missed our transfers. They couldn't tell their other planes to wait 5-10 mins for everyone to make their flights?? Instead, we saw most of the fliers crowded around the Air China counter. Everyone had to get a temporary visa and herd onto their buses to spend a night in a disgusting, filthy motel because the next flights out were the following day. My husband and I missed our 1st night in Bangkok and of course weren't reimbursed in any way. Throughout the ordeal, we saw all of the passengers at the Air China counters and they, like us, were appalled and furious with their lack of customer service. They just don't care. Now for our flight returning back to NY from Hong Kong on 6/17. We received an email saying that Air China changed our flights so we called Chase Travel. We saw that they changed the planes, times and moved us from Premium Economy to Economy. Why? We paid the extra amount for Economy. Once on the phone with Chase, we selected another flight for 7:30AM that was Premium Economy. We even waited on the phone until we received the email confirmation from Chase for our new flights. So on 6/17 we get to HK airport to check in and they only have my husband's name and not mine. Air China said I was on a 11PM flight and that it was Chase's fault. That was not the case. My husband and I spent hours on the phone with Chase and Air China, and Air China were the ones to cancel my ticket (we have no idea why). Instead of just putting me on the 7:30AM flight, they kept my husband on hold for 50 minutes, then finally told him that they could change his flight for $4000 to be with me for the 11PM. How does that make sense? Why are we being punished for Air China's mistake? They changed our flights then split us up but putting us on different flights that land in different airports. Then they have the audacity to tell him to pay $4000 for him to be on the 11PM when they could've just put me on the 7:30AM which was confirmed. They could have even put us on the next Air China flight after that. My husband ended up purchasing completely new flights with EVA which was $2800 compared to the $2500 round trip with Air China! It's now 7/25 and I've been on the phone with Chase for almost 4.5 hours because the supervisor is trying to get Air China to give us a refund. Rather than admitting their fault and giving us the credit owed, they are trying to contest it. We, the passengers, mean nothing to them.