3.7/10

    From 125 passenger reviews

    Daniel

    from United States - October 14, 2019

    Flew Business Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    We traveled to Beijing from Houston late October with tickets bought in May.
    We arrived at the airport to be told the flight was canceled due to aircraft problems to be told the following day that was a lie. Apparently, air China canceled both Friday and Sunday flights months ago but didn’t tell everybody.
    Now changing a very long, costly international flight is already a very poor customer service, but not making absolutely sure everyone realizes such a major change has happened is the worst I have ever seen in an airline.
    To make matters worse we had to fight to get a hotel and were sent to a very very poor, dirty one. Food was promised to be included but we got there only the buffet consisting of cold chicken nuggets and old eggs were included. Real food had to be paid.
    They also have no wi fi available.
    I travel a lot, have used multiple American and European airlines, being frequent flyer on several.
    Air China is the worse. Ever.

    ChenMing

    from China - July 25, 2019

    Flew Economy Class

    Overall Score

    6/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      Yes

    I am a 100% local China citizen, I took a flight Kunming to Beijing
    The flight delayed 1 hour because Beijing Air is busy, But that is acceptable
    Then on the flight, they give me a “fancy” breakfast a Porridge yes a Porridge,
    Water+Rice=Porridge why? low-quality food detected.
    Also their entrainment it’s just an MP3 Music player, and their freaking headphones are can not use with phones. But other things are perfect.

    Aakansha

    from India - April 26, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    I took my flight from New York to Bombay via Beijing.
    First the flight got delayed for 4 hours at Beijing airport stating the reason that there is no fuel in the plane.
    This is very negligence on a part of international airline that they didn’t check for fuel, it’s like keeping the life of customer at risk.
    When I reached Mumbai Airport, I didn’t get my baggage there and airline employee informed me that my baggage is at Beijing airport, they forgot to transfer my bag to the connecting flight.
    I got my bags after 4 days at my home with my expensive items missing from my bag. AirChina’s customer service is very bad and they take no responsibility for their customer’s safety and product security.
    I have contacted them several time but got no proper response.
    Since my bags was with AirChina entire time it was their responsibility to deliver my bags on time, but it didn’t occur and when I got my bags my items were missing.
    AirChina is taking no responsibility to help me find my items or compensate me for the loss.
    Worst service when it comes to safety and security.

    Joel

    from United States - March 30, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Customer service is non-existent, they do not know what they are doing
    I am not sure why they are still allowed to operate in the united states

    My luggage was cut open with a knife and items were stolen while my luggage was in their case.
    Air china will not replace the luggage or the items, instead telling me that I should have used my common sense to know that I should not put “items of value’ in my luggage.

    Take another airline on any trip – It is not worth the time and money. Spend a little more and have comfort and safety and most of all peace of mind

    Lien

    from Japan - February 17, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Due to the airline delaying a flight, I missed my transfer (even though the ground staff assured me that I would not), and had to spend 26 hours travelling instead of 9. I spent 9 hours freezing in Beijing airport with no accommodation offered and another 4 hours in Incheon. Staff were extremely unprofessional, preferring to chat among themselves rather than helping a customer in need. Food was terrible. Luggage was handled haphazardly. Terrible experience.

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