✅ Trip Verified
| Rome to Bangkok via Beijing. We had 2 problems with this airline, and recommend you to try to fly with another company. Beijing to Bangkok with scheduled departure at 2:15 PM; when we reached the gate, nothing was written about a potential delay; after 1 hour (at 3:20 PM) I went to the desk, and the girl said to me these words: “flight is in delay, no more info available”, so we didn’t know when it was going to depart, and not even the cause. Long story short, after going several times to the gate desk with nothing or poor answers given, the flight departed at 6:50 PM, and landed at 11:50 PM (scheduled at 6:35 PM). Had the most terrible Customer Care Assistance experience: return flight from Bangkok to Rome, we had a transfer of 7,5 hours at Beijing, and reading at the company’s policy we saw that we had the right to have an hotel room. I tried multiple times to book it via web site, but it always crashed (I tried something like 50 times in 2 weeks); called the hotline, and after 6 minutes it always would go down (payed money for every call); at Bangkok, we asked for help (before doing the check in), and they said that they couldn’t do anything, and that at Beijing for sure they would’ve fixed. Landed at Beijing, we went to the Lounge, cause Air China Desks were not present (as in Bangkok), and the only thing that the girl at the desk did was call the hotline (really, I am not joking); at the hotline, they said 3 different things: 1) first, that we needed to book the hotel at least 2 weeks before 2) then, that we had to book the hotel at least 24 hours before 3) in the end, that their policy is to book at least before checking in after a 1,5 hour call, in the end, I even tried to ask if it was at least possible to stay in the lounge, and they said: “sure, but you’ll have to pay”. One last thing, the girl's supervisor at the hotline didn't speak English, only Mandarin. After what I’ve been through, I will stay as much away as possible from this company, and I advise all of you to do the same. Embarrassing company.