Air China
reviews and complaints

I traveled lax usa to new delhi on 25 th april 2017, in air china. I lost my baggage n I make an complaint at delhi airport.
My ahl no is delca 15526,
Ohd no pekca 84028,
Tag no ca 651884,
As they told me after few days that there is a powebank in my luggage so I sent them a content mail to remove the power bank. after that I am waiting my luggage till today. my document n lots of precious thing are in it. I could not move any where. my large time of my visit to india get waist. pls compensates me for this.

I have big problem with getting refund from you. I purchase tickets more than 1 month ago, tickets was never confirmed so I purchase tickets for same flight one more time and it was confirmed, after when I checked my card I find out you charge me 2 times, you charge me for tickets what was not confirmed and I try to call you and and never was able to get refund, tickets numbers 999-[protected], 999-[protected]

I booked premium economic class of Air China CA986 from San Francisco to Beijing on April 8th. When I checked in, the ground staff told me that Air China changed airplane, so there is no Premium Economic Class. She asks me if I want to change my seat to first row of Economic class or refund. I want my refund, so Air China ground staff put a stamp on my boarding pass and signed it, and then asked me to find Air China staff for refund at Beijing airport.

I went to Air China Internal Ticket Counter at Beijing Airport for refund. However the staff said my ticket was issued at USA and they CAN NOT process the refund to me. The staff asks me to call Air China US office for refund.

I called Air China US customer service asks for refund when I back to US. Per Air China staff requested, I email my April 8th boarding pass photo.

On April 22nd, I got a phone call from Air China. The lady told me the ticket price of economic class on April 8th is EXPENSIVE than premium economic class. Therefore Air China has no refund to me.

What on the earth that economic class price is EXPENSIVE than premium economic class! I am extremely disappoint that Air China doesn’t want to face their mistake and gave out this ridiculous excuse!

Our flight was delayed leaving Beijing by approx 3 hours with no reason of why. No drinks supplied during that time. Then after an extra long flight my suitcase was not returned to me after having the delay we missed our transfer to our hotel - all other buses and services full for the night I had no choice but to pay out £140 from our wedding gifts fund for a taxi to reach our destination for the evening. I am still waiting for my suitcase. Not a happy customer and will never be using this airline again. Staff were of no use and didn't care about our situation. Biggest regret is booking our honeymoon & having this airline.

I flew round trip with Air China from Taipei to Warsaw. Outbound was smooth and on time. But the day after I arrived in Warsaw, I got email notification from Expedia (where I purchased my ticket) that my return flight was changed from 4/12 to 4/7!

After much headache and communication with Air China (I'll spare the lengthy and painful details which literally took me a whole day), I finally got my original booking back. But I am appalled by what had actually happened. I believe a passenger had requested to have his/her flight changed. CA obliged, but entered the wrong info and changed my booking instead. If I had no internet connectivity and wasn't able to check my email to find Expedia's urgent notification timely, I would have showed up on 4/12 at Warsaw airport, only to find that not only was my booking for 4/12 cancelled, I had missed my new booking for 4/7!

Air China only acknowledged this as "misunderstanding", and gave me a email address so that I can file my complaint. Needless to say, I am extremely furious and would urge anyone taking CA to check your booking regularly to make sure there are no surprises.

To Whom It May Concern;

I would like to complaint about my lost things in my baggages in your good office.. My flight travel from March 4 to 31 going to Philippines.. First when I arrived to Montreal from Toronto On March 4 they cancelled my flight in Montreal so they give hotel to stay in that night.. I flew to Beijing March 5 after I arrived there they moved my flight next plane because they can't find my luggages.. I went to baggages office they trying to find there but they said already in Philippines.. When I arrived in Philippines I didn't get my luggages then I reported to Philippine Airport complaint office.. After 5 days the Philippine airport staff called me already arrived my baggages so I need to pick up at the airport.. Then when I saw my luggage the big one have a big whole in it they cut it and took out the handle on top I was so mad and disappointed that time.. I went to office and complaint show to them my luggages big whole.. After a week they called me says when they receive my baggages there's already whole in it and said I need to complaint Air China office about this it is your obligation why my baggages is lost and delayed.. I lost my 2pcs original Ray ban sungglasses and 2 boxes Ferrero chocolates.. My big luggage is broken so I need to buy new one suppose to be your office will replace it for me.. Will send to you pictures of my broken luggage and my baggages number.. Then last thing I already pay my air ticket from Manila to Laoag that day I supposed to arrive but because my flight was cancelled so I can't refund it now..

Attached herewith pictures for evidence and copy of my passport.

I hope you will solve regarding my complains to your good office waiting for your feedback..

Thank you for your kind consideration..

Yours truly,
Joy Duaso

I am traveling from Montreal to Islamabad and I have a transit from Beijing for 22 hours. During the reservation, air China provided me hotel to stay for one night and then fly to Islamabad next day (3 April). When I arrived at the airport, I received my transit, but, when I moved to immigration, they told me that I cannot go out with a Pakistani passport and put me in the airport for whole day. I tried many ways to contact a person from air china but failed. The main office of air china is out side and no one is responding to my phone call. My main concern is if there is any problem with a specific passport in china, then why air china promise for the services and then leave the passengers helpless in the airport.

I booked a flight with air china to depart from lax at 13:20 I arrived to lax from my tucson az to lax flight at 12:00 when I walked to the air china counter at alex 12:30 I was informed by the air china employee I was not allowed in even though I had just under an hour to get on the flight. She then proceeded to inform me that I was to late and continued to say i'm too late. She was not helpful inwlinv to take the time to explore additional travel options or communicate with the 1;20 flight to day a passenger is processing through security. I have flown internationally before with under an hour of departure to board and never been denied. The air vhina lady was inflexible and provided subpar customer care. I will never fly air vhina and express to my fellow travelers this air line is unhelpful. I have to now spend more money for a next day flight and with this said the air vjina employee wasn't even helpful in informing me what is the specific desired time prior to s flight that guarantees a boarding pass.

To whom it may concern,
I am writing to express my deep dissatisfaction with my recent Air China experience. I flew in Thursday afternoon from Incheon-> Beijing -> to Los Angeles, but my bag did not make it to Los Angeles. When I called Air China at the airport, Air China informed me that my bag will be delivered the following day. Ok, fine. One day. No big deal. At least they didn’t lose my bag.
The next day my bag was still not delivered. At minimum, I thought Air China would follow up to update me that I would not be receiving my bag as initially stated. However, I had to call to get an update on the current status. I spent hours on the phone calling since no one answered. Finally I got through and was notified that my bag “had not been located” and that they will “let me know.” I was shocked because this was the first time that I heard that my bag was lost. GREAT.
The next day no bag and no update AGAIN. I called and was informed that my bag “had still not been located” (read “lost”) and that they will update me.
On the third day, by some miracle, Air China called and said that my bag was found.
I am on vacation in Los Angeles. I spent a lot of money on the Air China airfare to be here, yet you ruined the first three days of my vacation. Do you know how it feels to be on vacation, 5, 000 miles away from home, without your clothes, makeup, shoes, and toiletries?
Perhaps I would feel better about it if your representatives followed up, diligently looked into where my bag was, and provided, at minimum, daily updates. Losing someone’s luggage is a BIG deal. Your representatives should at least act like they care.
I will not fly Air China ever again, and you can be sure I will be sharing my negative experience with my family and friends.

To whom it may concern:

I am emailing to issue a complaint. On February 16th I was checking in my bicycle box, I then proceeded to through to the security check. I suddenly remembered that in American airports, they open bike boxes in order to conduct a security check so I immediately turned back and returned to where I checked my baggage. I tried to explain to the staff member at Air China that the security in the airport might want to open my box, therefore they will need a key. I showed her my key and explained they can take my key to open it. She responded by telling me that I am not allowed to accompany one of the staff members to go to security. Rules must have changed because I remember giving the key to the person checking my bike box 3 years ago at SFO. So again I reiterated that I have the key and they can use it, she was confused and consulted somebody else. She then told me to wait around the airport for 30 minutes, they will go and check if the box is ok and they will let me know. The woman working for Air China also shouted at me saying "you don't trust anyone! right?! you don't trust anyone! so wait!" For some reason they did not want to take my key. So I assumed they must be putting it through an Xray. The worker who took my bike box did not want to take my key, ( he had a yellow shirt on, handling suitcases that get checked in). I was still a little confused and asked him what I should do, he told me just wait for 20 minutes.

I came back after 30 minutes, I approached the worker who took my bike box and he gave me the thumbs up sign. I asked him everything was ok, he gave me the the thumbs up again. i assumed everything was ok.

Today I wanted to open my bicycle box, however I have noticed that the locks have been damaged. It is so damaged that I can't fit my key through, I tried with one of the locks and it has broken my key. I really have no idea or why a savage style of opening and closing the bike case was done. The baggage handler was suppose to come back to me and take the key if it was necessary, why did they not take my key? Especially when I showed it to them? More importantly when did the airport hire such incompetence?

Now I will have to take my bike box to a specialised shop that can deal with this matter and pay for it! If i can find one!

I have never experienced such unprofessional treatment. I did everything correct on my side, I explained to them the procedure, I offered my advice. It was ignored, they clearly did not know what they were doing in terms of the how to do their job. They should be telling me about how the security might open the box, not the other way round! I know, because every time i travel from America, they will ask you if the box is locked.
The attitude, behaviour, disrespect and ignorance by the staff members involved has left me vexed, frustrated and terribly annoyed.

If you require photos of the damage, please let me know.

Kind regards

Gheis Ameri

The phone manners of Air China operators is very rude and unhelpful. I was willing to upgrade to BUSINESS CLASS and they wanted $5000! The airline is not worth that amount for business class. I then requested my seats and never got an email confirmation. The staff is quite rude at the Beijing airport as well. Du Peng, gate agent, is awful. I will stay with air canada from now on.

My flight was first delayed by more than 12 hours and I was made to miss my connecting flight from beijing. I was still asked to board this flight from india by air china staff even though they knew that they wont be able to provide me connecting flight. So they lied to me.

After reaching china the rude staff again told me that we don't know which your next flight will be, and I have to go and talk to the ticket office in the morning, and it was 11.30 in night. I was sent to a hotel whose staff was very rude and denied to help or cooperate. Once somehow after managing to reach to the airport in the morning (I had no china money) I had to run around the ticket office so I can find the flight for us. I was left stranded in another country just like that with no further information. I cried in front of the staff but they didn't help.

After fighting at ticket office for long time, I was given next flight for 8 hours later, and I had to spend entire day on beijing airport and my luggage was also not transferred to the next flight. I had to stand 3 hours in front of lost and found to pick my luggage for next check in. And staff didn't speak english.

Hi. My name is john cage. I was flying with you fro chiang mai to london heathrow. The first flight from chiang mai to beijing flight number ca824 on 18th jan was ok. But the 2nd flight from beijing to london heathrow flight number ca937 on 19th jan. Was delayed by 4 hours. Which we had to sit on the plane even tho we could not go anyware. This delay the made me late for my coach in london. And when I explained this to the cabin crew, they said this was not their problem. So when I finally got to london, I had to pay for a new ticket for my coach. When I finally got home to my house. I opend my luggage bag, and had found a that you had been in my bag and had taken a present that I had given to me. It was a zippo lighter, but all boxed away. So was no harm to anyone. And just left me a bit of paper to say u had took it. So I would like to know ware this lighter is please. As I want it back, because it is my property. And also want to be reimbursed for the coach ticket that I had to buy

My family travel from edmonton to delhi in air china
In journey plan has 2 stop one in vancouver
And second in Beijing china
But before take of in beijing plan already 4 hour late
But when plane enter delhi terriotary captain of air china moved plain to ahmedabad
And plain land ahmedabad
In ahmedabad airport all the passenger in the plain
In plain there is no water, no juice, nothing to serve any thing to passenger
I request to all plzzz plzzzz not travel in AIR CHINA
MY CONTACT NUMBER [protected]

My name is eddie maie I traveled with air china from sydney australia [protected] to sweden. I arrived [protected] in stockholm sweden, my bag was missing when arrived in stockholm I did contact the arlanda airport in sweden but couldnt help me so they gave me some phone numbers to contact later it took 4 days to get my bag back and when I opened my bag I found out that some of my things were missing. The weight of my bag was 23kilo in sydneys airport and in stockholm was 20kilo. The missing things were 10pieces 100ml each perfumes bought them from sydney as presents to my family and a digital hd video cam and a gift box of jewllery.
I sent so many emails to [protected]@airchina.com and made a lot of phone calls to air china in europe but no response
I am wondering is that the way you treat your customers
And when someone responsible from air china will solve this issue
My email: [protected]@hotmail.com
Sydney australia
19/01/2017

My sister left Auckland 19.12.16 on this flight with the connecting CA937 to take her on to London, name Maria Mills. The flight hasn't made it to Beijing. The plane diverted to Hung Zho due to fog in Beijing. The passengers have been left locked on the plane for over 8 hours and are still there as I am typing thism After almost 8 hours they have only now been offered water and a bread roll. The pilot plus the cabin crew have left leaving all passengers on board with no information on how they are to continue their onward journey.
To say this is a disgraceful service is an understatement. Please esculate this situation to the General Manager and sort it out immediately. What compensation are you offering for treating your customers in this way! Please reply asap. Thank you
Teresa Miles

We have recently used your airline to travel from Heathrow England to Bangkok Thailand. We specifically chose the flight that we did (flight number 938) (on 5.12.16) because we have a four year old child who has never flown before and we knew it would coincide with his bed time.
We arrived at 14.00hrs to discover our flight had been delayed from 17.40 to 21.00hrs.
We waited in a queue to be told someone would give us some information and to get a drink and sit down. 2 hours later we had no more information and rejoined the queue to be informed our flight was delayed which we already knew.
We finally checked in and went to the baggage drop where our baggage tags were hand written.
We were offered refreshments of a drink of water and some biscuits at 20.40hours at our gate we were boarding from.
We then finally boarded the plane at around 21. 30 hours. As you can imagine all this waiting around not only made our son and us over tired but also cost us a small fortune in food and drink whilst waiting to board.

Our stop over in Beijing was only meant to be 1.5 hours but as we were delayed we missed our connecting flight. Our stop over was now 6 hours which cost us more money and made us all even more fractious.
When we finally boarded from Beijing we discovered that they had seated all three of us (A FOUR YEAR OLD CHILD) separately! We were thoroughly disgusted! We sat in three empty seats thinking that someone would accommodate us which never happened.

We arrived in Bangkok very late approx 02.00 hours and went to reclaim our baggage to discover it was still in Beijing! We had missed our transfer to our hotel by hours so had to get a taxi that night and then a return taxi journey the next morning to collect our baggage.

This cost us more money and also waisted a whole day of our holiday and ruined our itinerary.

My husband and I are frequent flyers and have never experienced any service as terrible as this before. As a gesture of goodwill we will be expecting a full refund for the disastrous journey and an upgrade to first class for our return journey to the UK on the 2nd of January 2017.

We look forward to your response and hope for a amicable resolution.

Regards

Mrs Phillippa Farmer

My flight was CA996, from Huston to Beijing, on Dec.10, 2016. I simply asked for some water, but for 4 times, the flight attendants either refused me directly (saying that dinner will be provided soon which wasn't!), or asked me to wait (but never get me the ####ing water!).

For God's sake, it's just some ####ing water! What exactly does air china flight attends do?!

Never to fly air china airlines again!
I had a horrible bad experienced with the air china airlines. My name is fer querol and my son name is rielver querol, we are from holiday, florida. On november 5, 2016 (Flight confirmation number jet blue mthpsr and air china mdnb7c), our flight origin was in tpa to naia manila, philippines. Me and my son was travelling to philippines to visit my sick mother, diagnosed with a liver cancer. We had four check in baggage, the jet blue associate weighted our baggage, there are excess weight from our checked in baggage, the jet blue associate told us to put in to our carry on, and she advised me to get the other boarding pass in beijing, china. Our connecting flight was in jfk, when we arrived in jfk, the air china associate told us to get another boarding pass in jfk, i showed the air china associate that i have already boarding pass printed from jet blue tpa, the air china associate said that is not valid and i need to get another boarding pass in jfk. The worst thing now our carry on is over weight because it was told by jet blue to put the excess from our checked in baggage to our carry on . My personal back pack is very small also and it wont fit the extra weight from carry on and those on carry on are very important documents and some are gifts to my sick mother, the only option is to check in those carry on and charge us $110 each, its cost me $220 dollars. I was very upset, for me its like an scam because jet blue associate told us to put in to our carry on the excess weight from our check in luggage, but when we get to air china jfk we need to check in our carry on because it was over weight, if jet blue only told me that your carry on weight limit will not exceeded by 8kgs then i should leave some of the stuffs here in tampa which my wife with me during the check in process in tpa. The air china insisted that it is my fault and i should know the air china policy, the truth i dont know, even the jet blue dont know their policy too, because jet blue told me to put in the excess weight to carry on. Air china airlines have no consideration, because we are connecting flight from tpa to jfk, then jfk to beijing, then beijing to naia and is not my fault, what if we also purchase inside the airport here in tampa and will add more extra weight. They dont consider and realized that we already checked in here in tpa and air china airlines want more money for sure from us, that's the truth, they should allowed our carry on or check in with no charge because its not my fault. The air china jfk associate said, you need check in this and pay $110 each or leave that carry on here in usa or dont go to the this flight. They dont consider i have a 7 years old son with me, they gave me hard time. They are very rude.
The flight from jfk to beijing was delayed and also the flight from beijing to manila was delayed too, for any reason i dont know the only thing i heard from them was, sorry for the inconvenience. We suppose to land in manila by nov 7, 2016 (12:55am) but due to the delays of the flight, we arrived at manila by past 5:am.
Finally, for a long flight from tampa, florida to manila, philippines we arrived at manila but the worst thing and very frustrating, two of my baggages it was checked in here in tpa did not arrived at naia on the same flight. Air china manila make a report that two of my baggages not arrived, the associate said they will do their best to make sure my baggage will be delivered within 24 to 48 hours. We got in manila by nov 7, 2016 (5am +). I got an emailed by nov 9, 2016 that one of the baggage already arrived in manila and will be deliver that day, i been waiting the whole day but no one informed me what is the exact time i did emailing them but no one responding me, but they delivered around 8pm november 9, 2016.
On november 10, 2016 i did emailed air china manila what happening with the other baggage, and it was my son luggage and of all his personal belongings in that luggage, his briefs, pants, shirts, pajamas is in that luggage. Very frustrating because no one care to answer my email. My son have nothing to use, i need to buy his briefs, shirts pants for atleast for his 2 days to use only, because we are expecting 48 hours to be delivered, but the luggage took 6 days to arrived in manila. All of his personal stuffs was in that missing luggage. How can you imagine a kid going vacation and he dont have anything to use, very depressing. I was very upset because the air china associate said atleast 48 hours, but the other baggage was 6 days to arrived in manila. We have several plans too, my son suppose to go with my wife's side on november 8, 2016 but his luggage was not arrived same flight, we supposed to visit the province and its 8 hours drive, we can not go anywhere because all my son personal stuffs was in that luggage. Our vacation plans was change and it was end of terrible situation because of air china fault and no consideration. We don't go to a vacation to experience this terrible situation like this, waiting every single day when will be this luggage arrives. It was november 12, 2016 when i heard again from air china manila that my missing luggage was already arrived in manila. They said that my other luggage was already arrived in manila they delivered around 10pm nov 12, 2016. That other luggage took 6 days before finally delivered to us. Do you guys understand that this situation was very frustrating for us spending vacation to see our family. I been traveling many times and using other airlines and i dont have any issue like this. Never again to fly with air china airlines!
With all those frustration i was experienced with this air china airlines what will be your response? Sorry for your inconvenience is not enough! The two carry on was not my fault and i paid $110 each cost me $220 dollars and air china had no consideration, air china associate said its my fault. The 6 days delayed of my baggage. Air china airlines, said ' sorry for inconvenience'. The delay of our flight, air china airline said sorry for inconvenience. My 3 weeks vacation, i was sleepless and frustrated for a week because of air china airlines inaccuracy operating of this business. What is you explanation about my bad experienced at air china airlines? Sorry for inconvenience only.
God bless air china airlines!
​
Fer querol [protected]@hotmail.com
3739 fox dale ln, holiday fl 34691
Tel [protected]
​

When I purchased this ticket I was told if i wanted to change the date I would pay
1 - the difference in price plus
2 - a 50.00 change fee
I have and am trying to change the date where the price of the ticket as shown on there website is less than the flight i alreay have.

First they sent me an itinerary which is much much worse start 1am with a 9 hour layover and charge me 99us.

When I asked for the same itinerary the sent me a quote of 523.00 us even though t clearly shows on their website that the flight i want is cheaper than the one I have.

When asked for a refund I am told there is 150 cancel fee and that would leave me with 0.00 refund

So on one hand they are saying the flight I have is not worth as much as the one I want to change to (even though it shows on there website it isnt. On the other hand when I ask for arefund they say the flight I already have is worth much much less (nothing after fee)

Secondly there is now way to change this on their website. When I telephone there is extremely long delays. first time nearly 2 hours on hold. Currently I am on hold now for over 1 hour. When I finally did get through they will not tell me the price to change but say they will give it to the "Calculator Department" and get back to me. It is evident that they make it extremely difficult to communicate with them other than the original purchsase of the ticket which i contrast is very easy.