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

"has to be the worst airline"

(Australia)

Trip Verified | Sydney to Beijing. This has to be the worst airline in the world! After herding us (pensioners) into a huddle at Sydney airport they left us like that for 6 hours and then tell us the plane is technical and go get a hotel and come back tomorrow (after 2 weeks they gave us AUD200 each). when we did they had cancelled us out of all our flights to Portugal and we had to get Flight Center to re-book us, they hadn't even booked us on the new flight. The staff couldn't give a monkeys about its pax and treated us like animals and were so arrogant. The queue even had a fight as people were so tense and the police were called.
AircraftBeoeing 777-300er
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Beijing
Date FlownDecember 2019
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

"worst airline of all time"

(Germany)

Trip Verified | Sydney to Moscow via Beijing. The worst airline of all time! Website and App are horrible, making online check in not possible. For example, on app, you cannot check in if you do not have a Chinese phone number. When you enter a code of a different country, it defaults back to Chinese. For long flights it is so crucial to be able to select a seat before all the good ones are taken. After 2 hours of trying and multiple customer care calls which brought zero result, I have last row middle seats on both of my flights (24+ hours journey time). Unbelievable! Customer care is useless as well: they cannot do anything about not working online check in and are not even able to tell at what time airport check in closes. This is the very least they should be able to advise. On the flight there is very little leg room (even for me with 165 cm highly), the wine they serve is of very poor quality, the meals are rather small. I will never fly with them again!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Moscow via Beijing
Date FlownJanuary 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
8/10

"aren’t any WiFi"

(Italy)

Trip Verified | Beijing to Rome. I like Air China, but at this trip I don’t like, because the plane is very old. Air China’s A330 this plane is very old. A lot of Air China’s aircraft there aren’t any WiFi other Chinese airlines have more airplanes have a WIFI, I don’t know why Air China hasn’t got a WIFI on his aircraft and it was a one of the most important airlines in China.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBeijing to Rome
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Rubbish airline"

(United Kingdom)

Not Verified | London to Beijing. Rubbish airline, they changed flights 5-6 times and the final change the day before departure. Unable to make change, so they cancel whole booking. They shift the responsibility to the booking agent despite the booking being with them and them making the change.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon to Beijing
Date FlownDecember 2019
Value For Money 12345
no
1/10

"Staff not helpful and friendly"

(Canada)

Not Verified | Montreal to Bangkok via Beijing. Late (1 hour). Food not good. Staff not helpful and not friendly. Not able to get boarding pass electronically so had to wait 90 minutes in line at Bangkok. Had to wait in line another 90 mins to pass through various levels of security in Beijing. Staff yelled with a scary voice to buckle up when there was only a small wind blow and stopped movies at least 20 times per hour for the same reasons (very annoying) in a 13 hours flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMontreal to Bangkok via Beijing
Date FlownNovember 2019
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

"Very poor customer service"

(New Zealand)

Not Verified | Auckland to Beijing. Very poor customer service. My husband and I were not seated together for a 13 hour flight. When asked if we could be seated together we were refused. I was also flying with a sprained knee and had asked for an isle seat. I was again refused and placed in a middle seat which made it really difficult to to stand up and get in and out. Staff were unwilling to help and really didn’t care
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Beijing
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"crew were cold and abrupt"

(United States)

Trip Verified | Newark to Mumbai via Beijing. The seats are small. On one flight if you had empty seats next to you , you couldn't move the arm rest to recline. Most of the crew were cold and abrupt. It seemed if I asked for something I was bothering them. You would think the food would be good. It wasn't, no frills. Cheap cold sandwiches, and rice and meat, with seaweed and imitation fish? I was seated next to a male that wanted to flirt it seemed. Since I was very uninterested, he just leaned and leered the whole flight instead. I moved to the 2 empty seats next to me, and a stewardess can over and told me the seats were for the crew, which they didn't use. Halfway through the 13hr flight a couple attempts to use the seats. They saw me alert the flight attendant, and then change their story saying she was sick. She was allowed to stay there, which was rubbish. On my first leg of me trip I had to stand for most of my 13hr flight. The price was good, and you get what you pay for! Next time I will afford better.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNewark to Mumbai via Beijing
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"one of the nicer flights"

(United Kingdom)

Trip Verified | Beijing to Phnom Penh return on an A321. The flight pushed back 10 minutes ahead of schedule. This was one of the nicer flights I've experienced on a narrow-body. First a few negatives - This is an old style Business Class seat (2x2) with no seat back monitors - just the overhead drop down TV which was useless, despite headphones supplied. Safety announcements were made by one crew member reading out from her note book (turning the pages swiftly) and the other demonstrating. However, the seat was comfortable with plenty of leg room. The cabin crew were just fantastic. Slippers were opened and handed to each passenger and informed of the flight time and seemed genuinely happy to serve. Hot towels were provided on boarding followed by a welcome fruit cocktail. I was then offered a second drink of Champagne. Drinks menus were handed out but no food menu. It was a choice of Western or Chinese main course and I opted for the Chinese meal. I was then offered a choice of drinks from the bar (a single malt whisky for me), and Chinese White Wine to go with the food. 20 minutes into the flight the bar service began. Dinner was served and the main fish course was very tasty. I was able to taste the wine first before pouring the rest. Again, refills followed. The desert was a strange cake like thing which I was not keen on. Later it was coffee and Cognac, and more refills followed! After the meal, I asked if I could keep the nice red chopsticks. They took the used ones away and returned with an unopened pair plus a souvenir Panda gift. As it was a night flight, the cabin was dimmed, but the crew checked on the passengers if there was anything else we wanted. During the 5 hour flight despite the little recline on the seat, I was able to nod off to about an hour. On the return flight, which also left on time, a Chinese breakfast was served with Dim Sum and Congee - very tasty. Even though the hard product was out of date, the cabin crew were pleasant and engaging.
AircraftA321
Type Of TravellerBusiness
Seat TypeBusiness Class
RoutePhnom Penh to Beijing
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

Air China customer review

(United Kingdom)

Trip Verified | London to Beijing return. Boarding was smooth and on time. I was welcomed and shown to my window seat. These are the old style (2x2x2), with the window seat having no direct aisle access. The small fixed partition between the seats offered a little privacy, but only when full flat. The seat itself was very comfortable and the adjustments were easy to operate. Following a welcome Champagne drink and hot towel, the menus were handed out. The announcements included a clear warning/advise for passenger behaviour on board. The cabin was half full. While taxing, a crew member came to take my dinner order. Although there was a choice of three main courses, I was told they had only one choice for dinner and breakfast left! For dinner, small appetisers were served, followed by a seafood starter, salad and hot breads. The main fish course was OK but a little bland. However, a desert trolley came along and I was able to choose what I liked, and settled for cheese/crackers and ice cream. Plenty to eat, but not that great. The wine served was good, and topped up several times, before coffee and cognac. One of the crew came to apologise for the lack of choice in the food, but it was not a major issue. What impressed me was the smiling and attentive attitude of the crew. I have read negative reviews about Air China complaining about the lack of English spoken. But for me, that is the charm of communicating with others who may not be so perfect in other languages. I really enjoyed my flight, especially the friendly cabin crew. A large pillow and thick blanket was provided for sleeping. The IFE was not fantastic, with a very limited number of English movies. The L'Occitane amenity kit was also basic. On the 10 hour flight, I managed about 4 hours sleep. On my return flight, the sound quality of the announcements was poor, and I could hardly understand a word spoken. Yet it didn't deter me from enjoying a relaxing time. Considering Air China's low pricing in Business Class, I would fly them again. Lovely cabin crew and comfortable seat, overcame the minor shortcomings.
AircraftBoeing 777
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLondon to Beijing
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"does not have personal IFE"

(Singapore)

Trip Verified | Hong Kong to Beijing. The ground handling and boarding process wasn't the smoothest - the flight was delayed, and Air China tends to operate out of remote terminal boarding gates which require a shuttle ride or extensive walking times. Everything was fine once we were airborne. The staff were attentive and the seats offered a reasonable amount of legroom, even though they seemed narrower than usual. The Air China A321 does not have personal IFE, they still use the archaic communal IFE systems. Food was average at best. Keep your expectations in line with prices paid, and you should be fine.
AircraftA321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHong Kong to Beijing
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes