Air 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

✅ 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.

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.

✅ 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.

✅ Trip Verified | Sydney to Stockholm via Beijing. Really old and rugged airplanes and very little leg room. But the worst part is that the cabin crew makes constant in-flight announcement. Each time there is a little bump of turbulence there is an announcement in Chinese and English. It is impossible to make use of IFE system and I recommend a good pair of noise cancelling headphones. Cabin crew speaks poor English but are nice and let me change seats to the emergency seats without having to pay extra. (I am 192 cm tall so very worth while.) Lounge staff in Beijing were OK but one woman went out of her way to change our seats in the lounge making sure that we got better seats and even bumped us up to emergency row also on the second leg of our trip. Very appreciated. I have never had any issues flying with Air China but I know that Chinese ground services customer service can be very inadequate and unhelpful so happy I have not had to deal with that. Overall planes are quite old and dirty and food is poor but value for money is great and it got us to our destination back and forth without any mishaps.

✅ Trip Verified | London to Kathmandu via Chengdu. I enjoyed my flight. The staff were friendly and helpful, the food was good. I think the reason most people give bad reviews is because staff doesn't understand English and sometimes is difficult to communicate with them.

✅ Trip Verified | New York to Beijing. Air China cannot be trusted as a 1st World Airline. I purchased a refundable airline ticket and had issues with my connection to the Air China flight. My entire family was going to the Far East for my daughter's graduation. Our connecting aircraft was cancelled due to a maintenance issue and we missed our flights. When I tried to re-book the next day, I could not reach anyone in their US office. They were closed. Seriously! I had to call their China number to try and get service. I was told that I had to re-purchase the tickets. My ticket was refundable and so I simply cancelled it given I could not re-schedule my family's flights. I am still waiting on that refund. I have sent approximately 15 e-mails to Air China. I did receive one response that advised me that I had to go to their website and formally cancel my flight which I did on the phone with their service agents. I tried that several times but their site didn't work. My advice to anyone traveling to China, do not use Air China. They are not a professional airline and their service is the absolute worst that I have experienced in 30 years of travel. Fly any other airline but do not subject yourself to this company.

✅ Trip Verified | Montreal to Beijing. Worst airline company, this is the only Chinese airline which refused to provide full refund for tickets cancelled before Jan 28. The government set up policies about refunding but this firm is just playing word games.

✅ Trip Verified | Montreal to Manila via Beiijing. After the first flight from Montreal to Beijing they let us know just before boarding with 5 hours delayed that i can t get inboard because the govt of Philippines ban all the non Filipino transit in china airport. Staff of the airport didnt know what to do with all the banned travellers and they just sent from one counter to another one. We cant go out of the airport as we don t have visa and we dont have flight ticket to go out of the country. After 5 hours we finally talked with a manager who offer to us a ticket for Thailand to be out of the country ... they provided us a hotel for few hours and we left for Bangkok after they make us sigh a waiver. This was a very bad experience and obviously the peoples on the airport didn t know what to do. I paid business class to go Philippines and finally i reach Thailand without possibility to come back on track To my trip. The people on Air China spoke very low english and don't know how to manage this kind of situation.

✅ Trip Verified | Frankfurt to Bangkok via Beijing, returning from Singapore to Frankfurt via Beijingh. The positive was flat bed seat, the lounge in Beijing is ok, tried Chinese wine for first time. The negatives incude constant announcements interrupting sleep/entertainment. The sleeping and entertainment gear (duvet, pillow, sleepers and headphones) was constantly checked and taken off one hour before landing because "people steal them". Some staff were nice others not. I am a vegetarian, and while everyone was getting canape, starter, main, salad, bread, cheese selection and dessert. I was given one dish on most of the trays, no bread no butter. I was hungry in business class on Air China, first time I ever experience that in biz class. There was a lovely vegetarian menu in Business Class but I was not allowed to have it because I asked for vegetarian option during the booking - very puzzling. The entertainment system is 20 years old, the information is inaccurate. Not impressed. From and to Zurich they cannot emit boarding passes, so it was quite stressful to wait at the gate for someone to give us boarding passes specially the inbound. Information is limited and badly translated from Mandarin. Not impressed.