✅ Trip Verified
| Hong Kong to Taipei. I had an extremely bad experience with China Airlines, and request some answers from them. We bought tickets mid February for return tickets : Hong Kong – Taiwan (flight CI 922). At check-in, the morning of the flight, the staff simply told us that we couldn’t take our flight. Besides generating a huge frustration feeling before our holidays even start, the fact that she didn’t propose any solution or even look for solution is simply astonishing. So the reason she gave us is that our names on the booking didn’t match our passports. To be precise, our First Name was correct, and our Family Name was also correct. BUT, she told me that we had to put all our middle names as well with our First Names. Apparently, this is a change in the policy that was pushed before, but she was not able to tell us how recently. And as we did not put our middle names, our tickets were unusable, we couldn’t take the plane. Everything else was correct : passport number, dates, etc. No solution proposed, no real help, nothing… Oh wait, actually yes, she proposed us a solution : buy new tickets, obviously ! In my country, the middle names are absolutely never used. Moreover, every time I didn’t put our middle names in the booking, all the companies let us go on the plane. But China Airlines only decided not to. So I tried to find a solution, any action we could do to amend it. Of course, modifying the booking online by myself was prohibited by China Airlines website. I went back on the website to check the display of the booking page, and where this rule is written. So actually there is now a mention in brackets to put middle names (which I don’t remember to see last time, anyway). However, there are only 2 boxes called “Last Name” and “First Name”. If you require middle names too, add a dedicated box, it is clearer. On top of that, my first name contains an hyphen, but the website does not accept it. Moreover, I have commas between my middle names, but as the website does not accept special characters neither, how to input them ? Finally, where there is a change in policy, you should make it more obvious ! The technical limitations of the website make everything even more confusing. So at the counter I asked her to amend our booking; not possible neither. How come ?? Wait, actually, yes, she could modify the booking, but ONLY 3 LETTERS… What ? yes, 3 letters. So she managed to amend our son’s booking as the middle name was only 3 letters long (of course, with a fee), but not ours… What of a rule is this ? So actually, China Airlines CAN amend booking. Technically and regulatory, it is possible(I presume China airlines will use some kind of dark regulation to explain that only 3 letters can be changed for security purposes…) They just didn’t for us. So we finally bought new tickets, with fees, more expensive of course. I made reimbursement request for the old ones, and of course, no answer yet. And I don’t expect any. Better have customers paying twice and not losing money, right China airlines ? At Taipei counter, I told China Airlines staff my story, and ask them if they could amend our names, they replied “yes it should be possible to amend”, “hum, I don’t understand why they told you that in Hong Kong, I am not sure why”.