Air China

✅ Trip Verified | Beijing to Shanghai. Worst experience ever had with an airline. Totally irresponsible and rude to customers! My hands are shaking so much now with anger. I purchased a ticket this morning from Air China counter for a flight going from Beijing to Shanghai this afternoon. From Shanghai onwards, I’m to catch an international flight booked with another Airline. I’ve booked my Air China ticket ensuring there is around 3 hours transit time in Shanghai. Having been to Shanghai Airport many times before, I know that 3 hours is more than sufficient time for transit even with one hour delay from previous flight. Firstly the attendant who sold me the ticket reassured me there will be no delay with the flight today. The flight was meant to depart 14:30pm, at 14:00pm there was an announcement saying the flight is delayed due to air traffic control and Air China staff refused to advise passengers the new flight time. At 17:00pm here I am sitting at the airport, flight is delayed almost 3 hours and flight still hasn’t departed. I contacted Air China, I asked them if there’s anyway they can compensate me because now I have definitely missed my next flight, as well as my hotel for the next night in Tokyo, the 3 day trip I booked from Tokyo. The answer is no, it’s your own fault, also reason provided now is that Air China won’t make compensation for weather related delays (how funny now they change the reason of delay from airport traffic to weather while it’s a clear sunny windless here in Beijing, they lied outright because they know they are not liable for weather related delays. Regardless of the fact many other similar flights by other airlines have departed on time today. So now I’m $2,000 out of pocket, tired, frustrated and angry and I need book another flight to Tokyo later which will add more to my expenses. I cannot believe the fact when they apologise for one minute delays in public transport in Japan while Air China lies to avoid responsibility of a delay from their own doing (who knows what the truth is). I’m absolutely done with this company and will never travel with them again.

✅ Trip Verified | Los Angeles to Bombay via Beijing. Worst airline ever. The flight from LAX to Beijing on July 11th 2018 at 2:30 PM was cancelled and I was ordered to wait 24 hours for next flight and sent to a motel in LA. Later in the evening a customer service representative from Air China called me to say that they cannot book me for next day instead I have to wait for three more days due to complications with my connecting flight from Beijing to Bombay. She refused to cancel my ticket asking me to talk to my ticket agent. She also refused to confirm the flight cancellation (from LA to Beijing on 7/11/2018) and the website was showing the flight to be regular and not cancelled (although, all 300 passengers were accommodated in motels, etc.). My travel agent tried to contact several times but no air-china customer was taking the call even after 40 minutes wait on the phone. My electronic complaint to air china was responded with a web address/phone-number to talk to where no one picks up phone. I spent another $1000.00 to purchase a ticket through Delta airlines to go to Bombay. I am travelling internationally for over 35 years now and have traveled in many airlines. Based on the customer service, stone-walling any questions and for pure lying on their website and information centers, no one can beat air-china for the worst airline award. It is now four weeks I am trying to connect to someone there who would at least apologize but hey they don't consider anyone humans. My advise, better spend extra $100+ and book in one of the reliable airlines.

✅ Trip Verified | Stockholm to Manila via Beijing. From Stockholm to Beijing with air China, the plane went almost on time. The inflight service was excellent, very friendly staff, good choice of food, and time for a pretty long sleep in between. The seat was made into a long enough bed. I really enjoyed this part of the trip. After a long wait in Beijing (the lounge was ok, but I miss chairs that you can lay down in), the flight to Manila went almost on time, it was a Boeing 737, with 2+2 seating, this flight was nice, but you just want to be finished with the long trip, so I do not remember much of this 4 hours flight. Air China had a nice special price for this trip, without the price I would have taken another option, with a much shorter transit stop.

Not Verified | Stockholm to Manila via Beijing. Worst customer service ever! Would not recommend this airline and will I never fly with Air China again! - lost our baggage and nobody cared to search for it - six months later we have not recieved the compensation (although it has been promised to sent to us months ago) Every little move and step with them takes months. Nobody did not care to call back and check if baggage was recieved or not. I have never seen this bad customer service.. this is definitely a next level for a bad customer service!! If you want to save your time and nerve cells just don't choose Air China!

✅ Trip Verified | New York to Delhi via Beijing. We flew business call on Air China, and they lost our bags for almost 1 week (which reported immediately) and did not help us find them. They lost track of them entirely, multiple bags. Furthermore, upon eventual return of the bags there was significant damage to the bags (again, which we reported), but the airline did not follow-up. We emailed and called customer service and they continued to give us the run around without any answers.

Not Verified | Montreal to Hong Kong via Beijing. Our flight from Montreal on May 19th departed at 4:00pm, 10 minutes earlier than the departure time of 4:10pm. We had a connecting flight in Beijing on May 20th at 6:30pm on flight and was supposed to be landing at 5:00pm however the plane only landed at 5:50 pm in Beijing. Due to this delay we missed our connecting flight to due the poor customer service from Air China at Beijing airport. When we arrived at the Beijing airport we were able to see that the were doing a last call however nothing was done to communicate to hold the plane for us and for other passengers that were supposed to be on that flight as well. This was the first time that we had flown with Air China and was the worst experience. We stayed in Beijing airport trying to figure out what to do until 9pm where we were told that we are getting a hotel to stay for the night with a meal included and will be catching a flight the next morning at 8am. We had taken a bus that brought us to a hotel which was the worst hotel ever in my life. Is this how you treat customers? We went into the restaurant hoping for a good meal after all of this terrible customer service and making us miss our flight. We were presented with a buffet that was the most disgusting food ever and with nothing to drink. Once we got into our room it smelled rotten and the bed was like sleeping on a piece of wood. The next day we went back to the airport to catch our flight and arrived in Hong Kong only to find out that one of our luggages is missing and that it was still in Beijing and the other luggage was damaged with one of the wheels broken which I had to purchase another luggage($150). We ended up getting the missing luggage delivered to us 12 hours later and found out that the luggage was damaged as well with the handle on the side ripped off. This is ridiculous and the customer service that Air China provides is way below standard and is a joke. On our way back from Japan on June 7th at Haneda airport, when checking in, we had asked for an upgrade to Premium economy for the flight CA879 from Beijing to Montreal and they agent had told us that the do not do upgrades and we would need to do it in Beijing when we catch our connecting flight. Once we got to gates in Beijing they told us that they do not do upgrades either. Customers looking to upgrade their seats and give Air China more money are turned down. That being said, overall this is the worst experience I have ever witnessed from an airline.

✅ Trip Verified | Beijing to San Francisco. Worst customer service ever. We were told that there were business class seats available for upgrade purchase but they kept on telling us that we had to wait for people to come to our gate. When someone finally came to the gate. She was very unpleasant and didn’t even acknowledge us and just gave us this dirty look as if we were bothering her. Never again will we fly with this airline again. Everyone does not know how to help people that do not speak their language and they have a whole lot of attitudes. They shouldn’t work in a customer service based job if they don’t know how to deal with customers. If I was able to rate it a 0 out of 10 I would have

✅ Trip Verified | Newark to Singapore via Beijing. This was a business trip. Picked air china because of the timing/schedule of dates worked well with my needs and it was very cheap. My trip was all business class from Newark to Singapore via Beijing. Outbound My flight had a long long layover to begin with, on my way to the airport my travel called me and informed me that my connection flight in Beijing departure time was changed by 6 hours later! Worst layover of my life! Service was ok on the flight, food so so. Entertainment selection for western audience is minimal. Seats are ok as far as incline etc. The lounge was packed and chairs were not comfortable for long haul seating. Food tasted like mediocre Chinese restaurant food. After 48 hours of ordeal I got to Singapore 6 hours late. Return flight supposed to leave at 11:30 at night was delayed by 3 hours and I had a connection in Beijing leaving me just an hour to connect! While waiting in the lounge I got a call from Air china that they booked me on an earlier Singapore airline flight (only best thing the did!) in order to make the connection. what a difference of service in Singapore air! Made it to Newark and my luggage didn't after all this. Lessons learned - you get what you pay for. Expected Air china to be a flagship airline with China being a global power, but not so. Would I give them a try again - no.

✅ Trip Verified | The flight was pleasant. Boarding was in order with Mandarin and English. Waiting area was clean and spacious. Plane interior clean and comfortable. Spacious seat for average size persons. Flight attendants are helpful. Food was good and adequate. Touched down to LAX was the perfect. I see no problem with AQir China and will take this airline again if the price is right. This ticket was 20% cheaper than other airlines.

✅ Trip Verified | I have flown Air China about 3 times now. This airline does provide a cheaper price compared to other companies. Yet, the type of service I’ve received on past experiences was not worth the price I paid. I understand that I chose an economy seat and I was not expecting any kind of first class treatment. However, this company’s overall customer service is poorly managed. From checking-in to flight attendants, including any department that has the name “Air China”, I’ve seen and had only rude experiences from employees. Employees are very impatient with questions that you asked and raising their voices at you being very disrespectful. Although I’ve decided to come back to this airline after every disappointing experience for its cheaper price tag, this will be my last time boarding with this airline. Even with it’s cheaper flights, I strongly agree that it is not worth the money for such customer service.