Air China
Reviews and Complaints

My name is john anthony.electronic ticket [protected]...airline confirmation KVBWVC...from manila to San Antonio tx..my connection fly whas very late to manila..I did go to the counter desk at manila international terminal 1 for air chaina..they infomercial the only office the change dates on ticket are in downtown .not airport...the problem the dowtown office opens Monday to Friday .no weekend or holidays😕😕😕..tray to call 800 number for customer service..they never.never answer...I finally give up and buy a new ticket from aciana airlines
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Dearest,

On 6th November passengers Yvan Meers and Lina Keil were flying with the delayed Air China flight CA 932 from Frankfurt to Beijing. Due to the delay both passengers missed their connecting flight CA 959 on 7th November from Beijing to Bangkok. Both were rescheduled on flight CA 757 the next day, being 8th November at 8.15 AM.

This resulted in a 19.45 hours delay and there for had an influence on their stay in Bangkok in different aspects.

There for both passengers claim a financial compensation.

With best regards.

please contact me on [protected]@hush.com

Dear Customer Support,

On November 5th at Beijing, China my flight CA817 was delayed from 12:40pm to 03:15pm.
Then boarding for said flight promptly started at 3:10pm and once onboard the plane waited on the tarmac for two and half hours making the flight departure at 5:40pm. Arriving to Washington D.C. at 6:45pm, I proceeded to my connecting flight to Minneapolis which had already departed at 4:10pm. United Airlines did not have any other flights outbound to Minneapolis that evening thus causing me to spend the night in the terminal. This overnight stay impacted my work contract, cab fare, extra day of airport parking, and meal purchase. Since I had unexpected expenses from this delay and rescheduling of my itinerary I would like some form of compensation. Please see below the breakdown of my expenses and my confirmation number for verification. Thank you for your time and cooperation with this matter.

[Receipts and documentation provided upon request]

Contract work 12hrs/$42 per hour: $504
Cab Fare: $16
Parking 1day: $15
Meal: $25
Total: $560

Cordially,
Scott Jacobs

I left my 1phone on a flight from China to London on 16th Oct and I have been trying all week to contact their lost property department. I was given a number by Air China London but no one answers it. I have sent six emails but no one responds. I was told by Heathrow customer services that property left on Air China planes is not left with heathrow but air china has their own service.
I have called air china customer services six times, only to be told by very surly staff members that the only way I can enquire about my phone is by email. Having sent six emails so far I have not even received an acknowledgement.
This is most unsatisfactory, the phone has over 700 photos on it and i would really like to get it back if possible. I hope you can help me.

Hello airchina (Or I should say an airlines with worst customer service and racist at the same time),

We booked a connecting flight from phoenix to los angles : log angles to beijing : beijing to new delhi : airline confirmation (Nc3r2q)

As per the schedule our flight in los angles was supposed to land at 9:55 am and we had to change our terminal to catch next flight. As duration was too short we took wheel chair assistance and by the
Time we reach air china boarding pass counter to collect the tickets, it was 10:35 am. We reached the counter along with one more chinese passenger who took the same flight from phoenix to los angles and were taking the same beijing flight as us. When we told the staff that we am late for the next flight they asked us to wait in the queue and started helping the other chinese passenger. By the time they were done with their tickets, it was 10:40 am and next thing we heard from staff was, you guys are late for the flight and we will not provide boarding pass as we are late as per norms. When we told them that we said the same thing 5 minutes back on that note you asked us to wait in the queue and wait for our turn and entertained other chinese passenger, after hearing this there wasn't any response by any staff, they were acting like silent spectator as we are some kind of joker. When we told them that we had the connecting flight and can you please provide tickets for the next flight on that they told me that it was entirely our fault. We tried telling them entire scenario about what happened but air china staff was so rude and they didn't give a damn about what we were saying. When we requested that can you please call your supervisor who has some authority and information. After 15 minutes they told us that they have informed the supervisor and their supervisor is busy at some other place and might take couple of hours to reach here. After hearing this my reaction was, are you guys really serious, to wait for couple of hours as we had a connecting flight from beijing to new delhi but nobody gave a damn, unless we agreed to buy ticket for next flight as we got to know that we can catch another flight in next 3 hours that way we will not miss beijing to new delhi flight, then only one other person came forward just to book the tickets. We waited for 2 hours on the counter along with my wife and 2.5 years old son and he was crying the whole time but deaf chinese staffs were mere spectators.
We had to pay $600 from my pocket for 3 tickets where as it was air china's responsibility to provide us tickets for next available flight.

Can you guys return my $600 which we had to pay from my pocket and please make sure that your staff maintains some decency and empathy towards non-chienese passengers. We have traveled through many air lines in my life but this was my first time flying with airchina and seriously might be the last too. We have never seen and experienced such a pathetic customer service. We will never recommend air china to any of my friends and colleague. This is the impression we are left with one journey with air china. Any ways we are not expecting much from you guys as expecting anything from airchina will be a pain that much I understood as you guys are thief and mistreat your customers.

Waiting for prompt reply,
Saurabh gupta

This Air Line is a complete nightmare and could care less about you, the customer! This is the absolute worst air line I have ever flown. Due some research and look at customer reviews and you'll find I am not the only person to lodge a horror story like this. Never, I mean NEVER will I fly this air line ever again. They cancelled my flight, sent me to a hotel that charged me for the room and the food for 2 days! They lost my baggage and made me miss a domestic connection and could care less. In fact, their representatives at the airport in New York laughed at me! Star Alliance members beware of this air line! I am warning you not to fly this air line! BUYER BEWARE!

To air china ticket refund dept. (Beijing china)
I bought a ticket for my mother flying on jan.05, 2016 and return on march 25, 2016 paid on my credit card online on www.airchina.ca amounting $913.66.
Last sept. 2015 and on may 1, 2015 I received a change of itinerary from airchina-telling my mother will stay almost a day and will sleep overnight in beijing (my mother did not agree and does not want to stay that long) so when I call the customer service, they advise me to do online refund - on that day I submitted an online refund ticket with my ticket number 999-[protected] (zee5yv-refund code) I received an online reply for my submission. After few months of no reply from the company I called and submitted again-I did this almost 10 times, calling the customer service in vancouver (6 or 7 times) sending a fax to us airchina office and so on. Until now I am still not getting any reply from the company - when I called the customer service, they told me that my mother did not show up. I am really upset with what they are doing. Please help!

My baggage was delayed (bag tag number: ca057096, flight details ca822 / 24 mar ca855 / 24 mar, flight route hkt / pek / lhr, reference number: lhrca13464) when I arrived at london heathrow 18:45 on 24.03.2016. I did not receive any update on the whereabouts of my bag and had to consistently chase the information. I was informed that the bag tag had not been scanned at time during my journey and therefore the location of my baggage was unable to be tracked. the fact that my bag was not scanned the whole journey is unacceptable as this is a process put in place to ensure that the location of baggage is known. i'm sure you can understand not knowing the whereabouts of my luggage was a frustrating, distressing and inconvenient situation for me. it put me at a real disadvantage and I had to spend money, time and effort purchasing essential items which were in my bag. I was forced to purchase essential items in luggage, i. e. toiletries, shoes, items of clothing at a considerable cost and had to get an emergency appointment at my doctors for medication which was in my delayed bag.in addition to the missing items I had to spend a great deal of time and effort chasing information about the whereabouts of my baggage, and even had to provide information about the items in my bag as the bag tag had not been scanned. my bag was located and delievered, although I was not informed of this until I rang your company, 6 days after I landed in the uk. as im sure you can appreciate 6 days is a long time to be without my personal belongings, as well as the frustratrate, distress and inconvence caused by having purchase items, consistently check the whereabouts of my luggage and be told the whereabouts was unknown.

I request that this is taken as a formal complaint and I would like to be advised about comprensation I will receive for my delayed baggage and associated problems as outlined above. I would like it raised that the service in relation to not scanning the luggage tag is unacceptable, and should this have been used correctly I would have known the whereabouts of my luggage which would have signficantly reduced my level of distress

Dear Air China,

I have bought a flight operated by Air China for the 6th of March from Oporto to Bangkok returning on 19th of March through an e-travel agency (mytrip). The airline booking reference is NCX0PD (CA). The E Tickets are 999-[protected] and 999-[protected]. I have been notified that one of the segment flights (the first flight from Oporto to Rome in 6th of march), was cancelled by Air China and no reason was given. Just to wait until an alternative was given. But until the day before the beginning of the trip, no solution was given. After all my calls to mytrip agency (that implicated an expensive cost), they only gave me an answer (with no solution to the problem) on March 5th (less than 24hours before the trip). Plus, they have told that I should contact air China my self to solve the question. What i did. I contacted Air China and the solution was to cancel the flight or to book for another date which was impossible because i needed to be in bangkok that date, 6th of march. I asked if i could embark in Rome due to the cancelation of the first flight but it was said i couldn't. In consequence, I have had to book another flight (Double price compared to the Airchina one) to get to Bangkok on March 6th. Mytrip agency have sent me an email notifying me that they tried to resolve this issue and contacted all EU offices of Air China in order to reprotect me. Unfortunately the airline never authorised rerouting(Lisbon, Frankfurt) nor reprotection on Lufthansa flights. The only option was if the passenger goes at the airport and demand reprotection on Tap Portugal flight. Which I contacted Tap Portugal to give me an answer and they have said that the problem should be solved by Air China because it was an Air China flight. So, no solution and no alternative was found until the end and I have had to manage myself and find a solution which forced me to an extra and a very expensive cost. In order, I would like to request a repair for compensation for my extra costs. Looking forward to hearing from you,

Best Regards,

Joao Dias

we will never fly air china again! they have lost all 5 of our bags. no one ever answers the phone or calls back. then when i call all over and finally reach someone on the phone, i get a different story each time. first they tell me all 5 bags will be on tomorrow's flight. then they tell me the next day flight. then they tell me all 5 are here in ny jfk. then only 4 bags are here. they give me tracking numbers that don't work in any system. they tell me fed ex has 4 bags, but no one at any fed ex office has any record of my bags or our address. someone says they'll call me back in an hour and no one ever calls. i am so frustrated with air china! their customer service is horrible and no one seems to know anything! we have lots on friends that were interested in flying with air china to mumbai b.c it was cheaper, but we will be sure to spread the work in the indian community to stay away from air china forever! oh, and aside from the incredibly nasty food that even many fellow chinese passengers said was horrible, THE BLANKETS WERE INFESTED WITH BUGS! the blankets in the flight were infested with fleas or chiggars or bed bugs or something, i was itching for 10 hours and was covered with bite marks! when we landed at jfk i went to the bathroom and took off my clothes only to discover red bug bites all over my knees, thighs, elbows, kneck, armpits and under my breasts! it was a miserable flight! how disgusting! i still had a 2 hour flight to nc and another 1 1/2 hour drive to my home in NC and it made me miserable even more because i couldn't stop itching the whole way home. my kids were sickened with the chinese airport with the nasty brown water coming out of the faucets. so gross. worst travel experience ever! we arrived monday dec 28, and 4 days later we still have no idea where our luggage is! FedEx is closed tomorrow for the holiday, so we won't be getting our luggage for minimum 2-3 days-if it's even found and coming to us! a refund from this horrible experience would be wonderful! as well as to pay for our items of clothing, christmas presents, personal items, etc. that were in our bags. it's one thing to lose 1 bag...but 5 bags! that is completely unacceptable! we've lost bags with other airlines before but they were always found and delivered to us within 2-3 days...this flight is 5 bags and minimum 6-7 days delivery...maybe even more...horrible service! Original flight reservation details: MJKY6L 4 tickets: Lionel Raviraj Alva 999 [protected] Cindy Lyn Alva 999 [protected] Sophia Leslie Alva 999 [protected] Olivia Isabel Alva 999 [protected] we flew: A990 New York, New York John F Kennedy Intl APT (JFK) 12:50 Beijing, China Capital Intl APT (PEK) 15:40 Arrives next day S 09-DEC-2015 CA889 Beijing, China Capital Intl APT (PEK) 19:40 Bombay, India Chhatrapati Shivaji APT (BOM) 01:00 Arrives next day S 10-DEC-2015 CA890 Bombay, India Chhatrapati Shivaji APT (BOM) 02:30 Beijing, China Capital Intl APT (PEK) 10:45 S 28-DEC-2015 CA981 Beijing, China Capital Intl APT (PEK) 13:00 New York, New York John F Kennedy Intl APT (JFK) 13:30 S 28-DEC-2015 i can be contacted at Cindy Alva [protected]@aol.com [protected] cell phone [protected] home phone home address: Cindy Alva 3996 Poindexter Ave. Winston Salem, NC 27106

This is in regard to my recent travel to the Philippines on September 17, 2015. My booking number is [protected]. I would like you to know the inconvenience that I encountered flying through Air China. It started in Las Vegas Nevada Flight # 1635 departing at Noon and we didn’t take off until 12:45pm. When we arrived in San Francisco Airport, my connecting flight to Beijing China had left and there’s no available flight that day. So, I have no other option but to stay overnight in San Francisco and was not given a voucher to stay in a hotel. I was told to come back the following day for my flight to Beijing China. When I got to San Francisco Airport, the plane was there but the flight was canceled due to engine problem. Again, I have to stay overnight in San Francisco and was not given a voucher to stay in a hotel. All hotel accommodations were paid out of my own pocket. The fact that I already lost 3 days of my vacation. Before we left San Francisco Airport, Air China Agent provided me a voucher in the amount of $500, Ticket no. [protected] to compensate for the delays but I can only use the voucher if I use Air China Airline again. With my experience dealing with your agents, I will not and I don’t intend to go back to any Asian country. So please send me a check in the amount of $500 payable to me, Enrique G. Santos in compensation for all the trouble I encountered. Kindly mail the check to my address which is 7742 Bear Ridge St., Las Vegas, Nevada 89113.

I don't know how many people they have working in the call center, but they never answer the call. and They have this crazy system that you must press 1 every 20 seconds or the phone just hang up on you. so while you are on hold, you can not do anything else. After 3 days of calling, I still haven't been able to get through. this is the absolute worst airline call center I have ever experience. I tried calling Air China at LAX, but always get recording. I don't know how Star alliance and specially United Airline would allow this level of service to be associated with them... and most importantly, I don't know how the company executive do not realize the problem with call center. I feel as if they purposely made it difficult to connect so customer would just go away.

Horrible customer service. Horrible doesn't even explain how terrible their customer service was. Not only do you wait a very long time on the phone to get to a customer representative who doesn't give squat about what you are calling... Their tricky call system is that you must press '1' every 30 seconds to stay connected or else they'll hang up on you. I purchased a ticket to see my sick relative and even called them before I pressed confirm to make sure there were 'changes' allowed in case anything happens before hand. Yes it was an online deal they had and that's why I called them to make sure. And of course, they said "changes are allowed to be made as long as you read through the refund policy". I read through all the pages of the refund policy and did not find a single line that said changes were not allowed. I told the representative online and she said "just read the policy and if it doesnt say anything, then okay". I went ahead and booked my ticket. 20 minutes later we got a call that my relative had past away so I immediately called back and said I needed to change my flight so I can fly sooner to make it for the funeral. This time, a different representative said because its an online deal, I cant make changes or refunds. What on earth! I called before hand just to make sure I was allowed to make changes and nothing was mentioned, and now this representative is sure I cant make changes or refunds. I explained to her what was happening and just repeated over and over "there's nothing I can do. That's the policy". It was so emotional and frustrating talking to someone who's voice didn't even change when you tell them your relative had past away and you just wanted to make it to their funeral. She asked me to call back on a weekday to speak to a manager. And so I did. Except the manager wasnt working on the monday I called. The amount of time I tried calling back to talk to staff and manager was likely over two hours... Worst customer service alive. I don't know how they are still running...

Dear Air China, I must admit that I am very disappointed with the service I have received with your company. Not only you have cancelled my flight without informing me, but your only answer is to book me on another flight 3 days later without even looking at my connexion with you. As a flight company, part of an alliance, you must understand the importance of timing, preparation and customer care. Sadly, NONE of it has been part of your service so far. We have booked our flight in advance to secure our date for an important event and paid extra for that specific flight. You have another flight available for the same day with one of your partner. I feel sorry that you have never offered me that flight instead of trying to book me on another empty flight. I can't express how frustrated and sorry I am about this experience. We have called more than 5 times, nobody wants to help, even Star Alliance. It's almost like we have no choice, but to book another flight just to change Air line- Which is for us- Unbelievable AND Unacceptable. We want to leave the country and come back the SAME day as we have booked, pretty simple no? Thanks!

Absolutely horrid customer service. So I booked a flight and called to confirm the flight status. I was told my ticket was cancelled. I asked when, the customer rep said he didn't know when (Red flag #1). Obviously stunned as i'm scheduled the flight out the follow day, I press for more info and I was flatly told the have no flight for me and I need to rebook. The cost would be $198.20. This is in addition to the $100 I paid for the first booking. I ask again, in dismay, when the flight was cancelled, I was told june 3rd. Maurico or maricio said he didn't know a few minutes ago... So now I know he's lazy and dismissive.

Anyway, I check a few things and call back with a new set of numbers. He tells me my flight is confirmed. And then I calmly ask him if I had booked this additional flight, would I have been refunded my money. He nonchalantly says no. At this point, I blew a lid. He proceeds to say, 'well we don't have a name and or passport number on flight for that seat'. I can't express how bizarre that sounds. Granted, perhaps you have no passport info... Maybe you have no name... But I would imagine you would have one of the two.

So at this point, i'm I a complete rage with mauricio. Mauricio seemed to be annoyed with the fact that I was annoyed as he proceeded to say, "ma'am, I know you probably have a lot of time on your hands and you want to argue with me". What!?... Mauricio needs to lose his job, and I mean that. I'm reasonably mad because had I not called again, I would have been out $200 and he says to me what I just mentioned? I flight regularly between the us and china and I would never and I mean never fly with air china again.

Firstly, the company needs a verification process to check booked and confirmed flights so that people don't book twice. I suspect you do. I also suspect that mauricio was, as he said, busy with all the calls coming in. I highly doubt that. I called twice. He picked up on the first ring twice. After he hung up on me, yes you read that right, he hung up on me - he opted not to take my calls again. I called and spoke with another rep, ben - that was nice.

Secondly, if someone double books bc air china's system is so antiquated that you can't cross check booking info, there is no reason why air china should pocket both fares. Is that even legal? That sounds like a scam.. Seriously.

Thirdly, mauricio... Smh... I honestly wouldn't have been pissed with him under the circumstances but when I asked him if he knew when the flight was cancelled, he quickly told me no and only checked after I asked him again... I believe I asked him 3 times actually. Listen to the call air china. He claims to be a manager and I respect that but weekdays aren't his bag, seriously. Sounds like he's extra lazy and just wanted to get me off the phone.

I'm disgusted with this airline right now. I'm furious. I was told not to fly with your airline but I figured it would be fine for such a short trip. If I knew what I was dealing with, I would cancel and just take the g train to beijing airport.

I have sent numerous email and more than 40 calls to Air China in regards of baggage damaged by Air China flight CA947 from Vancouver to Delhi dated 19th June 2014 .

I hope that some courtesy should be shown to email being sent to their offices .

If Air China is going to maintain these level of standards in customer service then hopefully and Consumer court would be a appropriate platform for this interaction.

I have traveled from houston to beijing (ca 996) and beijing to delhi (ca 947) on air china on 22nd and 23rd dec respectively.
The checking baggage when I receive it at delhi airport was badly damaged and more than 3 kg of goods were stolen.
Despite repeated follow-up the air china team is not responding and they have stopped taking calls.
Please escalate the problem for speedy resolution.
While I travelled using same airline and forgot my htc mobile in the front pocket of beijing houston sector on 29th nov, they have not even responded to my numerous mails.

Wednesday August 28th- Air China Flight 982 departed JFK late causing missed connection in Beijing to Air China Flight 979

Air China staff in Beijing were shockingly rude. No apology for the missed connection and they sent passengers to a dreadful airport hotel and would only pay for SHARED rooms. They expected passengers to share rooms! Unbelievable! If I wanted a single room I would have to pay for it myself, which I did.

Air China is a member of Star Alliance and I expected a hotel room and for them to re-book on the first available flight, which would have left at 6am the next morning, but they would only rebook on the next Air China flight which did not depart until the next afternoon. I arrived at my destination almost 24 hours late and paid for lodging and food in Beijing out of my pocket.