Air China
Reviews and Complaints

Please review your contract with SATS Permier Lounge Terminal 1. Just a disappointment overall. Food quality is poor and so is the choice. Could not have a decent breakfast. Hot and cold food looks really unappetizing. The salad bar is also poor with only watermelon cubes, beans, potatoes and plain yogurt. Hot food was bland and tasteless. Worst lounge probably in Changi at least for Star Alliance.

I travelled on November 28th 2018 from LAX to BOM via PEK, flight: CA 0988(LAX to PEK and Flight CA0889(PEK to BOM) I didn't get wheel chair at BOM, i had to fight and got it at last point at baggage arrival. So i got late in picking up my baggage, my prepaid was already there, wheel chair guy couldn't help me to find my Rollator with seat. After several attempts i found that it was at BOM airport. They want freight money from me! I spent $2500/- for business class and i get this service. Please do necessary to get my Rollator walker. Sincerely: Aruna Patel, [protected]@gmail.com, +91-[protected]

I was given a flight by Air China from Beijing to Vancouver that was supposed to leave at 15:20 to arrive at 11:00 am Vancouver time. The ticket I was given by an Air China staff member was departing at 17:20 and when I confronted the information desk to ask how to fix this because I would miss my 1:00 pm flight from Vancouver to Edmonton. Another staff member at the information desk she could not do and I would have to wait for the boarding time and the people at the gate would help me with the ticket. I walked around for five hours around gates to ask for actual help or advice but they all said they could not help me. I only got apologies and avoidance from most staff members. Finally I returned to the information desk and asked if I could speak to Air China through the phone and I spent more than an hour on hold and given false information. The false information was that the staff st the gate could cancel my next flight and get me a new one immediately. When it was boarding time they finally told me they could not do anything from the Beijing system and i would have to wait till I got to Vancouver. So they basically told me that I wasted my energy trying to get Air China to fix their mistakes and in the end no one could help me immediately. I now have a new boarding pass from Air Canada and they were far more efficient and quick to help me when I landed then the Beijing Air China airport. Never flying with them again.

My name is Pratibha singh and I was travelling from edmonton to Indian on 4th september 2018. My flight was air china 992 and 997 from Vancouver to India. When I got my bags in india, one bag was totally damaged. I was unable to claim at airport because there is no1 at the counter.
Now I got the way to complain.
I have all the pictures of my lugage bag.

On 9/18/2018, we travelled from Shanghai to Taipei via CA 195, (picture of the boarding pass is attached), in order to get on the plane, the airline chose to use shuttle coach to take us to board the plane.

The passengers (more than 60) were enclosed in the coach for more than 20 minutes with windows and doors closed while outside temperature was 87 degree, (picture is attached). Passengers were pounding and shouting on and through the glasses to ask the driver to turn on the air conditioner, The driver ignored us in the beginning, finally he turn the air on, after we were BAKED more than 20 minuets.

Luckily nobody fainted or had stroke, however THIS IS NOY ACCESSIBLE and insane.

Complaint Letter

To whom it may concern,

I am writing you to you today about how badly my cancelled flight (because of bad weather in South Korea, I understand that perfectly) on August 28th from Beijing to Seoul (OZ 6846/CA 137) was handled. I am not the type of person who writes a complaints letter, it is actually my first time to do so. However, I think the situation was unacceptable does not matter which airline company would that be. On Air China website it is stipulated that you are committed to providing your passengers with the "Four Cs" Credibility, Convenience, Comfort, Choice. As well as the Beijing Capital International Airport (BCIA) who says that they are " China's important window to communicate and exchange with the outside world ". But I can assure you that nothing in my case followed both your company values or said.

The staff was not able to give us clear and complete explanations in English. The staff will send us to different stations/desks without guiding us properly to the next step of this long process. Ideally, we should have the same person assigned to our group to reduce the confusion. Because that was not the case everything was very stressful.

First of all, we were guided to the customs area/service uselessly because the people, like me who were in Beijing for a connecting flight had to go back and wait for more instructions. After been sent back we learned that we need to go at this other desk to get a new boarding pass that did not really need it because they printed back the same old ticket and only scratched the new information on it. After waiting for all the passengers to get their new boarding pass we were instructed to wait at this other desk to apply for a visa to be able to leave the airport.

Afterward go back to the customs area, get check again. But the staff and/or airport staff did not have the brilliant idea to let me know that I had to leave my duty-free bag from Canada at the airport. So lost everything when I had to enter the airport back in the morning.

After that, we had to individually find the Air China desk to leave with the bus. But again had to wait at least half an hour for the bus to be there for us. That whole process took us at least 4 hours. When we finally left the airport for our hotel we learned that the hotel is 40 minutes away by shuttle bus. So that will only be left us only 3 hours in our room. That really does not makes sense, there is nothing CONVENIENT with that scenario.

And what is the less acceptable of all, is that I had to share my room with another passenger, a stranger and we did not have the CHOICE to be by yourself. That does not make any sense. You are probably trying to save some money (CREDIBILITY ZERO)by doing that but how can you think your clients will be comfortable (NO COMFORT) to sleep and shower with a total stranger! Plus the wifi did not even work correctly at the hotel that you picked for us!

After resting for only 3 hours in our shared room we left the hotel by bus at 3:30 am for our new flight at 7:00 am (CA 137A).

In conclusion, I can definitely tell you that your credibility and reputation are. Everyone I talked about my experience said it does not make ANY sense and they are shocked by it! And after this terrible experience, I will make sure to not transfer to Beijing airport and choose Air China as my airline company.

I am writing in regards my luggage lost. We flew with Air China from Vancuver to Dubai through Beijing. My luggage appeared to be lost when we arrived to Dubai and we have made report at the airport on arrival which take us a few hours to complete the process. We have not had any clothes so I had to buy new. We had our suits in the luggage because we came to Dubai for business purpose. Unfortunately because of Air China fault lost luggage, we had no choice but to buy a new for important business meeting. The meeting was on 5th September 2018. I have received luggage too late just yesterday- 6.09.2018. I would like to request to compensate my damages. Regarding Montreal Convention I am eligible to get compensation for lost luggage, huge delay and my expenses that I was force to pay. i have sent an email to customer relationship and I have been contacting Air china in Dubai.

I am Parul Bali I was traveled threw air China on 06 sep 2018 Delhi to Montreal.i have two complaints one I was recived my luggage after three days my hole tour was only for ten days & due to cloths problem me & my family suffers a lot second when I received my luggage is damaged & it is anew purchased luggage I want to get complsation about three days as well as my bag.

Yesterday I came back to Vancouver from a long connecting Air China flight CA946/27Aug/CA991/27Aug from Karachi - Peking-Vancouver, my overall flight experience was satisfactory but after a long flight one of my luggage was damaged. The lock and the zipper ends are gone and there are some obvious signs of damage. I reported at the Air china desk, the agent inspected the luggage and filed the complaint, he gave me the repair shop address which is located far from my place of residence, I have to spend more money going to the shop, dropping the luggage and going another time to pick it up. As I work in Surrey, British Columbia, it is very hard for me to take it to Vancouver, when I asked the agent about missing contents from inside, he said I have to go to the police and they can help me find my lost things, it does not make sense to me. Luckily, nothing is missing from inside the bag, but why it was opened and then damaged, there should be investigation about this matter and I should be informed about it, I would request Air China to make the repair process easy for me either by reimbursing the money or sending me another suitcase of same value. I am attaching the necessary details about the damage.

Thank You

Ayesha Saeed

Dear Air China,

Tan Jie Ying Eunice, CA125 on 19 August 2018

Delay during the Transport of Baggage

Compensation according to Regulation (EC) No 889/02 and to the Montreal Convention.

With this letter I would like to report the delay of my baggage during the flight CA125 from Beijing Capital Airport to Seoul Incheon Airport on 19 Aug 2018.

In the airport of Seoul Incheon Airport where my flight landed, I noticed that my luggage was not available.

I immediately contacted the complaints desk and filled in the PIR (Property Irregularity Report) form, a copy of which is added to this letter.

According to Regulation (EC) No 889/02 and to the Montreal Convention the liability of air carriers I ask you to compensate for my expenses of USD $200 for the inconvenience I had to go through before they safely reached me in the wee hours on 20 Aug 2018.

Please refund the above mentioned amount within 10 days after receipt of this letter on the bank account below.

I reserve all rights to take further legal action.

Yours faithfully,

Eunice Tan

Bank details: POSB Savings [protected] (Singapore)

Enclosed please find:

Copy of the Flight Ticket

Copy of the PIR

after completing my booking for a flight from bangkok return for two people i noiced a minor error when i typed my partners name. one additional letter.
i contacted customer service who said i needef to oay 1000 baht to correct.

i have paid this amount but quiet disappounted with the excessive fee and feel as a one off the fee should have been waived

The joininfg flight with THAI AIRLINES was zero as under three letter change

booking reference and name. RF85MV david castagnini

david castagnini
@ [protected]@gmail.com

hi i am aaron brassinne on the date of 07/29/2018 my flight number CA982 coming from New York was late for my connection number CA821 so i had to take a plane on the next day, 24 hours later, so i had to warned the persons, organized again my meeting etc. As you can imagine, several problems. For a compagny like you, i think with a huge delay like that a commercial gift would be really welcom.

thank you

My flight CA956 -3 Aug 2018/ CA979 - 4 Aug 2018. My bag tag CA261579. I arrived Bangkok on 4th Aug 2018, unfortunately my luggage wasn't found on the belt. When I checked the status in Lost& found, they found out that my luggage is still in Beijing. How come? I checked with CA staff on the counter in front of the airplane gate, they confirmed that my luggage was on the same flight with me. However, I understand something wrong could be happen. But this is 2 days already, there are many flights from Beijijng to bangkok everyday, why can you just send my luggage back safely to my home?

I am writing to inform you of my very stressful experience with your airline. My flight, CA 820, scheduled to depart Newark Liberty Airport 7/16/18 at 12:40 pm, was delayed 9 hours. My brother, who I was travelling with, and I were told that the aircraft had not arrived yet and we did not take off until 9 pm. Originally, we were supposed to arrive at Beijing International Airport at 2:30 pm on Tuesday, 7/17/18. Instead we arrived at 11:10 pm that same day. Needless to say, we missed our connecting flight, CA 179, which departed at 6:15 pm and was due to arrive in Manila at 11 pm. As a result, we were directed to the transfer desk and tried explaining to the counter person that it was imperative for us to get to Manila as soon as possible as this trip was a family emergency. We were burying our mother on Wednesday, 7/18/18. We lost our cushion of time because of the delay in Newark. We actually suggested that they put us on a Philippine Airlines flight which was departing at 2:35 am. Taking this flight would have gotten us to Manila on time to attend the funeral. We reiterated that it was urgent for us to get to the Philippines but you did not accommodate us. We asked for any seats, even business class, given our circumstances, but they said there was nothing available. So, they ended up putting my brother and me on two separate flights. He took CA 975 to Singapore, and a connecting flight, PR 508 to Manila on Wednesday, 7/18/18. He arrived in Manila 8:30 pm that same night. My flight was CA 111, headed to Hong Kong, with a connecting flight, PR 307, departing 5:15 pm Wednesday, 7/18/18. I arrived 10:30 pm in Manila that same night.
This trip was already difficult. These failures were compounded by Air China employees being curt, insensitive, and ineffective. As a result of all these failures, my brother and I did not make it to my mother's burial on Wednesday, 7/18/18. We lost one full day because of travelling that we did not anticipate. The employees found no sympathy in our situation and the outcome was devastating. This is beyond lack of customer service, it profoundly affected us negatively.
Considering the distressing events of this trip, I believe that compensation is only fair. I would appreciate it if your company would reimburse me $700, a portion of my $1876.49 ticket. Anticipating your response.

Melissa Rosillo

The treatment by Air China with my wife Mrs. Pinky Mehta and my 2 years old son Master Jiaan Mehta was horrible during their Journey from Tokyo to Mumbai.

1) At Haneda, Tokyo Airport:
a) The staff did not inform about the delay of flight until all process of immigration and security was completed.
b) The delay of 6 hours was informed in piecemeal and not at once, like delay by an hour and after an hour like delay by another hour and so on until in total these delay went to as much as 6 hours.
c) Frequent Gate changes: The staff were unprofessional. They just kept informing of gate changes from one gate to other and in total they made changes as many as 5 times. Some of these gates were at all together different ends.
d) Meal coupons: The flight was delayed by 6 hours and during these long duration, Air China offered just a meal coupon of 1000 Yen per passenger which is pathetic specially considering the higher than usual meal cost at Haneda Airport.
e)False commitment: The connecting flight (CA889) was after 3 hours. We expected it to be missed so my wife informed and followed-up with Air China staff of Haneda. She was assured that the information of passengers who has connecting flight is passed on to Air China Beijing Airport and they will be taken care off at Beijing, which turned out to be false commitment.

2)At Beijing Airport: The treatment at Beijing Airport was worst of all airports.
a)Forced to take baggage: As expected, the connecting flight CA889 left before CA182 can reach Beijing.
Originally, our luggages were to be collected directly at Mumbai Airport, But since the connecting flight left, my wife was forced to collect the Bags.
b) China Visa: Since to take luggage it was required to leave the premises of Airport, my family was asked to take China Visa.
c) Long time for baggage: It took several hours to get the luggage bag even though baggage description along with receipt was shown to staff, the local staff was very reluctant to get up from their seat and search by themselves. They just said "we dont know".
Please note that all these things were happening in middle of the night.
d) Air China Staff gone, their office shutters closed: With Luggage bags and 2 years Child with her, my wife was searching for Air China Staff but there were none.
e) No meal, no lodging: The next connecting flight offered by default was at 1 p.m Beijing time bound for Hongkong. Air China did not have the basic human courtesy to offer lodging or arrange meal for a women and a baby and my family was just left stranded at Airport.
f) Requst for early exit out of Beijing: The way the treatment was done to my family (at an unknown and unfamiliar location to them), it was best to leave Beijing Airport as soon as possible. At around 5 a.m Beijing time, my wife kept requesting for alternate flight to Hongkong. She was asked to go from one counter to another and this is when she had baby with her along with 2 luggage bags plus handbag and purse.
Finally after repeated persistence, they got 8.05 a.m flight (CA101) bound for Hongkong with connecting flight to Mumbai CX699 after layover of 6 hours at Hongkong

3) At Hongkong Airport:
a) Lounge arrangement: Since it was a long and tiring experience by my family, I arranged for Airport lounge for them at Hongkong airport so that they can rest for few hours and have some meal and freshen up.
b) Non-registeration of Complaint: With the trouble that my family faced, my wife tried to register written complaint at Air China, Hongkong office counter near Gate 20 at Terminal 1.
The staff just rudely replied that they dont take any complaint in writing and neither will they offer a complaint paper to write anything on it. But rather just suggested to e-mail the complaint to Air China office.

In short, my family was harassed by Air China. Since, the lack of professionalism and compassionate behaviour happened at all the levels, it is clear that non-professional approach is encouraged (or no accountability for indiscipline) right from the top level of Air China.
This got more clear from the fact when my flight agent company Goibibo forwarded the complaint on my behalf but the Airline rudely rejected to register the complaint.

Regards,
Tejas Mehta
[protected]@yahoo.co.in

My booking mhhd5y, ticket 999-[protected]. Leaving lax to xian, los angeles to shenzhen ca770 then ca3511 shenzhen to xian.
For over 5 hours we were constantly on hold, [protected], trying to cancel or change the flights going to china because our flight got delayed getting to los angeles. Not once did we ever have a real person answer the phone! 5 hours...25 minutes, try again 34 minutes, on and on for over 5 hours... Nothing... Can't even change online. We called the just fly agency, they said only air china can change flights... But we cannot get anyone to answer the phone! For over 5 hours!-! What is wrong with you? You bring shame on china.
We had to call our bank, they have filed a complaint against china air as well a d will dispute the ticket and the money... This was a business class ticket... And this is how you treat your customer.. Shame shame shame.

Cancel my flights will never fly china air and we travel to and from many times every year... Shameful.

I was suppose to fly from Montreal to Ho Chi Minh on July 16th at 4pm. My flight was delayed to 8pm. Because of that i missed my connection in Beijing. I had to spend one night in Beijing. When i got off the plane i needed to have a exit visa. This took me more then an hour. Then i had to wait another hour and a half to collect 200 yuans. The chaos to find a hotel was incredible. I have never seen such a disorganized bunch. Lucky for me we got a place for 480 yuans witch is 280 more then what you gave me. I left for Ho Chi Minh the next day at 8pm. I had a connection to Nha Trang and of course because of the delay i missed it and had to buy another ticket from Vietjet. You can only change the same day. When i got my suitcases in Ho Chi Minh one suitcase had been broken and open (they where wraaped in plastic). A wheel was taped back to the suitcase and someone had stolen 10 micro SD Cards inside the suitcase. Totally unacceptable. I want to get reimbursed for 1- my hotel bill, 2- my Vietjet flight 3- my broken suitcase 4- my 10 SD cards. I think it's the least the Airline can do.

We travelled from Newark Airport on 9 July 2018 to Singapore Changi Airport via Beijing on flight CA820 and CA969. Our luggages did not reached Singapore. We do understand that sometimes the flight transfer time is short and rush, hence the luggages were delayed.

What upsets us was when we received the luggages the next day, one luggage which was new was broken and another has many luggage identification tags on them that seemed like an act of mischeviousness.

I don't think this is an acceptable act by your staff worker who was trying to be funny.
Having to remove these sticker is a chore and some remnant sticker marks required chemicals to get rid.

I hope you investigate this matter so that it would not happen to anyone again as this incident had dampen our impression of Air China tremendously. Our experience with you has so far been very good but it just take an unhappy staff of your company to ruin it.

My email is [protected]@apu.com.sg should you need to contact me for more information or for verifications.

The baggage was left behind the transit airport and it took 4 days for them to return it to me. And they returned entirely broken luggage.
I am contacting you as my luggage was damaged on december 31st, 2017, this has great value to me. I am looking for your assistance in helping me resolve this frustrating issue. The safe transportation of luggage is an essential part of your service, therefore I feel that you have failed to deliver your core responsibilities and would like to raise this as a formal complaint.

To explain the incident in more detail my flight is from incheon to dusseldorf via beijing. The layover was more than 7 hours and despite the long layover, they were not able to send my luggage on the same flight. I waited in the airport more than an hour and found out from carriage counter than my luggage was left in beijing. She told me it will take 2-3 days to deliver it to my home. It came after 3 days and it was ripped apart and they wrapped to cover the broken luggage

As a customer facing organisation I feel that provision of these basic functions is not unreasonable to expect, therefore I would appreciate a response to my correspondence within three days with the offer of a resolution. To rectify this matter I would like you to they must refund my broken luggage and inconveniences it caused me without having my necessities from the luggage in the new years.

The bag number is [protected]. The website to the baggage is
http://smartstore.naver.com/wlwhwj/products/642121091?NaPm=ct%3Djh6boeko%7Cci%3D9e0796c9dccef1546434b674dfc72d9675175a35%7Ctr%3Dslsl%7Csn%3D442254%7Cic%3D%7Chk%3D2ec6fe2ed0df8cf509350eeb6c8a1d21ab3811a6

Please refund me 200 eur which is the amount of baggage and the goods which was damages as well.

We had booked a flight (with a connection in bejing) through air China from singapore to London with our connection in Beijing. You changed our flight time from Beijing to London meaning we only had 1 hour 5 minutes to catch the CA855 flight from the CA976 flight, therefore we missed our connection and had to stay a whole night in China. I want a full refund and compensation.