Air China Sucks Customer Reviews and Feedback
Air China Limited (Chinese: 中国国际航空公司) is the flag carrier and one of the major airlines of the People's Republic of China, with its headquarters in Shunyi District, Beijing. Air China's flight operations are based primarily at Beijing Capital International Airport. In 2017, the airline carried 102 million domestic and international passengers with an average load factor of 81%.
In September of 2016 The BBC exposed a case in which Air China was accused of race slur:
The publisher of an Air China in-flight magazine has apologized after the airline became embroiled in a race row. The magazine warned passengers to take "precautions" when visiting parts of London mainly populated by "Indians, Pakistanis and black people".
It was distributed on Air China flights in September.
Air China Media, which publishes the Wings of China magazine, said it wished to apologize to "readers and passengers who are feeling uncomfortable".
It added: "This inappropriate description... was purely a work mistake by the editors and it's not the magazine's views.
"We will immediately recall this entire issue of magazines and draw lessons from this incident." The airline operates two flights per day from Beijing to London Heathrow The offending magazine article was noticed by Beijing-based producer Haze Fan, from US news channel CNBC.
It said: "London is generally a safe place to travel, however, precautions are needed when entering areas mainly populated by Indians, Pakistanis and black people." It added: "We advise tourists not to go out alone at night, and females always to be accompanied by another person when traveling."
Sales Representative (Former Employee) says"Relax job working in sales team. Have to finish the goals they gave to you to earn your fully bonus(mostly we can’t). Cons: Half hour lunch break"
Executive GSA (Former Employee) says"Providing service in a professional and prompt approach, handles all facets of work associated with ticketing, reservation and special assistance. Research and resolve traveler inquiries such as complaint, delayed flight, lost ticket, Work with local travel agencies and corporate travel department by providing technical assistances and precise air travel information"
Superviseur (Former Employee) says"- Journée de travail atypique"
Assistant Manager (Former Employee) says"This job was a great first starter job. Hours are crazy and the managers never understand if you have kids. They do expect you to leave your personal life behind and work their crazy hours. If you die I am sure they wouldnt care. Cons: they dont care about you as a person"
Pilots Training Manager & Supervisor (Former Employee) says"Not recommended. Air China is not an ideal place for young innovative people because it’s a state-owned enterprise in China. Like many other State-owned companies, Air China provides high job security but zero challenges at works, no innovation and extremely low salaries."
Airport Terminal Service Agent (Former Employee) says"Although your local management may care about you, the reality is they have little power in terms of determining your compensation and advancement, and even the most simple of decisions must be approved by headquarters. This can take months, like it was to fulfill the promised increase of hourly wage for working late-hours. Cons: Inadequate management, slow to make decisions, long hours, low wage."
Customer Service (Current Employee) says"It is a nice place to work at but very limited career advancement due to this is an overseas office. The branch was bought out by the Air China Cargo headquarter 2 years ago and had a large round of lay off to the older employee."
Customer Service Representative (Former Employee) says"Work hard with passengers that do not speak English"
Accounting Clerk (Current Employee) says"I had learned a lot about excel functions."
Station Rep (Former Employee) says"Pay and benefits are ok. Lots of overtime. Management is controlled by headquarter in Beijing, China. Raises are minimals, advancement is non existence. Great coworkers provided a fun and exciting working experience. Some dramas here and there, but that is to expected at any Asian cultured companies. Cons: Management, job advancement"
Trainee (Former Employee) says"The work is okay. Kinda hard if you can't speak Chinese. Very strict. The most enjoyable part about this job is when you get to know more people everyday. Cons: Graveyard Shift"
Sales Representative (Former Employee) says"The job itself is pretty easy, not much sales pressure. The salary is relativity low considering you need to have a bachelor degree for this job. The work hours are pretty stable and if you work at the Air China office, you would rarely have to do overtime. Overtimes are not paid but compensates with time off your other work days. Management is a mess because the HQ at China Beijing is always changing some policy or messing up which cause your job to be more difficult. The company provides you with bare minimum health insurance and benefits. Since it is a Chinese owned company you don't always get day off on national holidays. Cons: Little to no benefits, little vacation days, half hour lunch time"
Account Manager (Current Employee) says"Actually you can learn a lot of different knowledge in Air China. As a member in sales team, your job could be various. However, if you are a efficient person, then more job for you to do. Benefits are good enough for employee, but the compensation or salary is lower than the other companies in this industry."
Administrative Assistant (Former Employee) says"• Processing cheques US / Canadian from clients. Handling accounts receivable."
Assistant Operations Manager (Former Employee) says"need more patient and careless with the work duty. and learned more industry policy and work skill. practice how to manage and cooperate with the handling agent."
Sales Agent (Former Employee) says"Reservation system of Air China is very old, every step required the signature from management, which was ineffective."
Former Employee - Office says"I worked at Air China full-time Cons: No growth opportunity. Dead end job. Poor management."
Former Employee - Analyst says"I worked at Air China full-time Cons: Culture, People, Leadership, work life balance"
Current Employee - Analyst says"I have been working at Air China full-time Cons: Everything else with this company"
Current Employee - Account Representative says"I have been working at Air China full-time for more than a year Cons: Low salary, no growth opportunities whatsoever for local hires, minimum benefits, management barely has conversational English skills"
Operation Supervisor says"I worked at Air China Cons: no benefits won't keep their promised benefits, salary increase, holidays etc. need to pick up the manager's dry clean and other his personal stuff."
Current Employee - Analyst says"I have been working at Air China full-time for less than a year Cons: work load is very much"
Former Employee - Analyst says"I worked at Air China part-time for more than a year Cons: more than 45 hours per week"
Current Employee - Analyst says"I have been working at Air China part-time for less than a year Cons: they punish uighur Muslims, yes"
Current Employee - Analyst says"I have been working at Air China full-time Cons: Salary is quite low for the amount of work"
Current Employee - Anonymous Employee says"I have been working at Air China full-time for more than 3 years Cons: only depends on relationship，no equal opportunity"
Ute Schwedes says"Air China has stolen 1350 € from us. We had to cancel our flight to Beijing because of the COVID-19 and asked for a refund, Air China did not provide any details, they decided to return 10% of 1500€ which was the total, so 150€ only and they are not even giving us a voucher for the rest! This is clearly a robbery and should not happen to anyone else. We will definitely never fly with this airline again."
Alex says"I've tried contacting the Company for any information on my pending flights, and there is zero feedback. It's contributing to stress and anxiety, and potentially to additional cost. Avoid this company! Edit: one star remains, but I would advise people to use email rather than phoning them. Yes, it takes a bit longer, but if you can repeat your emails daily or every two days, you will get a reply within a fortnight. Use Paypal to pay for flights (if you must travel with them) and take on insurance."
Rudy says"ABANDONMENT OF CUSTOMERS IN CAMBODIA. We send emails to the company every day to confirm our return flights to France on 03/23/2020. We are delivered to ourselves without any response. Rodolphe Poly & Margaux Tavernier."
Mel says"This travel company is the biggest scam!!!!! They have no problems taking your money, but should problems arise beyond your control with your travel plans they give you hell to get your money back. In fact, I was recently almost left stranded in Beijing due to a canceled flight by Air China (another scam company). My original return flight was MNL-PEK-IAD; however Air China tagged me as a “no-show” despite the fact that they canceled the second leg of my trip. Additionally, multiple attempts were made prior to the flight to get someone on the phone to discuss options or alternate plans, but were unsuccessful. Now both Just Fly and Air China are offering no resolution or refund in my travel interruption that was due them. Had I not been able to purchase a new return ticket home, I still be stranded in China somewhere. I WILL NEVER PURCHASE a ticket with Just Fly or Air China again!"
Mark says"Classic situation of Air Canada blaming Air China and Air China blaming Air Canada for delayed baggage and no one willing to help. My son flew 20 hours from Toronto to Beijing (Air Canada), and Beijing to Yangon, Myanmar (Air China). It’s a special time at Christmas because his parents haven’t seen him for 5 months. He was bringing golf clubs to play golf with his dad and Xmas gifts for the family. Baggage (incl golf clubs) didn’t arrive and won’t do for more than 48 hours. No one wants to take responsibility or help. Air Canada blames Air China, Air China blames Air Canada."
Marco I. says"They broke my luggage, and they don't reply to emails. Worst experience ever... never again."
Capa says"A disaster, our flight was canceled at the last minute because a passenger disembarked for personal reasons. By the time they removed their baggage from the cargo bay (at least 1 hour), it was too late to take off because the Manila airport forbids traffic between midnight and 6am. We had to spend the night at Beijing Airport on a cold bench (after a stopover that had already lasted 7 hours) without any compensation, just some horrible biscuits and a bottle of water that we had to beg. The worst thing is that it made us miss another flight we had to take at 6am in Manila and we had to pay another 2 nights hotel and lost 3 days due to this "wonderful" company. Despite our travels to Manila headquarters and our multiple e-mails, we did not even have the alms of an answer ... I strongly advise anyone to fly with Air China which may have interesting rates at departure but which ultimately may cost you much more than with another company worthy of the name. TO FLEE !!!"
Stephen Bland says"Flight schedule change meant unable to make the connecting flight. New flight offered = layover increased from 90 minutes to 7 hours. Unable to get a room or a refund."
Kia Bonot says"Getting a hold of a customer service agent was a long, painful process. I was on hold for well over 30 minutes before anyone answered. My flight from LAX to MNL was changed twice (without my consent) and when I called to reschedule my flight, I was told my flight had already been changed so that was not an option. When I calmly tried to explain to the customer service agent that the flight was changed without me knowing, she continued to repeat her script not showing any concern for my issue. When I asked to speak to a supervisor, i was put on hold then she proceeded to hang up on me. My friend had called earlier and she experienced a similar situation with being hung up on as well. Our flight is in 48 hours and to have this happen has been stressful beyond words. I will honestly never fly with Air China again and am disappointed beyond words."
Julian H says"Had a horrible experience with Air China last week. Flight from Beijing to Sydney delayed for 6 hours which left me and my young family (with most of the rest of the plane) sleeping in the airport lounge overnight with no support whatsoever, no hotel offered, not even lounge access or a simple blanket (let alone a meal voucher!). Employee on gate just went home soon after delay announced and gave no useful information whatsoever. To ensure we got no sleep in the freezing, bright airport lounge, every half an hour the idiots announced 'Your attention please. Some flights have been delayed. Please contact your airline on nnnnn. We will keep you updated.' Of course, the phone number didn't work, no-one from Air China was available or interested, and they didn't keep anyone updated, just awake! Finally boarded at 7am next morning, exhausted, for a packed 12 hour flight, in which they made up no time at all and my eldest girl got sick between the turbulence and the food. We are experienced travellers: 60 unique countries, 200 cities, many hundreds of flights, and this would be the worst flight experience I've had in years, even worse than a selection of budget airlines. I thought this was China's 'international airline'. Oh dear. If you're on a tight itinerary or not prepared for staff who couldn't care less or are disinclined to suffer an airline that just does whatever it wants with very low standards, choose another airline. If you're up for an adventure in new airline experiences(!), don't mind sleeping in the airport, etc., go ahead with these guys."
Thomas says"I had a flight that goes from London to Hong Kong, with a return a few months later, with a connection in Beijing both ways. I called three times to ask if I can simply get on the plane at Beijing. I knew that new passengers do get on at Beijing because when I went from London to Hong Kong with a stopover in Beijing on Air China, the London to Beijing plane was significantly larger. However, every time I called I was quoted a ridiculous £230 to change the flight, simply to get on at Beijing, with no other options. Therefore I would never fly Air China in the future. What's also bad is I tried to call from the UK long before this trip, and the number was an international number and it was blocked from my house phone, and another house phone I tried. And there is no e-mail address to contact them on. A lesser problem was that when I arrived at Hong Kong on the way there, my bag was actually put on another flight and I wasn't told at all. It was tracked however, of course, and showed up two hours later In summary, Air China may be a bad idea, put simply."
Willem says"I was recently on some Air China flights from London to Tokyo via Beijing (and back). I have a few problems that I would like to bring to attention because there are really a few areas within the company's policy / website that could use some serious updating. 1) The Air China app makes it impossible for anyone without a +86 phone number to register/check in. I also never got a Phoenix Mile confirmation e-mail when I initially registered for it so I can't even log in even if I wanted to. I had to phone Air China to get the number and it still wouldn't help me log in to either App or website. 2) The website is extremely buggy and if you try to check your booking details, no matter what combination of information is put in, the web site displays an error message. 3) I know you can't check in up until about a day before your departing flight, but if you do try to do so, there is no message stating that you cannot. It just throws up another error message. It doesn't set the customer at ease if it feels like the flight doesn't exist. 4) When I finally was able to check in, the website was extremely slow and unresponsive, no matter what browser/device I tried it on. I'm not sure how fast the uplink speed is from the Air China servers, but this is appallingly slow. When I hit the NEXT button during the process, I'd have to wait upwards of 2 minutes for a response. This happened on both check-ins, a month apart. 5) I had two flights to get to Tokyo. London to Beijing and Beijing to Tokyo. When I tried to check in (even when I was withing the correct timeframe for both flights), I could only check in and select seats for the first leg of the flight. The other flight didn't even show up on the booking. So I had to go to Heathrow earlier than anticipated because I was scared that my second flight wasn't there. Even calling customer service didn't help and it cost me GPB £11.00 for a short phone call which is highly unfair especially when I was panicking that I may not have a second flight. When I got to Heathrow I was able to secure a seat on the second flight. I asked for a window seat, and in stead I got the seat that is directly in front of the emergency exit with my arm right by the flight attendant jumpseat. This is not a window seat. If there wasn't any available, the helpdesk staff should have told me, but according to them, I got a window seat. Bare in mind this seat doesn't recline either because of the emergency pathway behind it. So I had an uncomfortable 4 hour flight to Tokyo. 6) The same thing happened when I tried to check in for my flights back to London (Tokyo - Beijing - London); I couldn't select a seat for the second leg of the journey. I had to go to Haneda airport early and make sure that they can secure me a seat of my choice. Don't see what the point of checking in online is with Air China if I always have to go to the airport to check in all over again just so you can make sure they take you into account for the second leg of a journey. 7) The in-flight entertainment systems are not formatting videos and films correctly for the screen size. The screen sizes are most certainly a recent upgrade to a 16:9 high resolution aspect ratio and I can understand that older programming is still formatted to be in the 4:3 square ratio, but even the newest films like 'Finding Dory' as an example, was still pillarboxed and letterboxed on the screen and was in SD resolution. What's the point of having higher definition 16:9 screens if most of the content isn't even optimised for it? It's as if Air China ordered a film from the supplier and they just gave a standard SD 4:3 film without thinking about the plane's specs. It's unwatchable. I didn't use the entertainment system at all when I realised this because it just spoils the experience for me. And it might sound nitpicky, but some people choose their Airlines based on the in-flight entertainment quality. So it needs to be taken seriously. In-flight entertainment is usually bad enough, so this just made it even worse. 8) My BIGGEST problem is the policy on electronics when the flight has reached cruising altitude. I understand that all electronics must be switched off during taxi, take-off and landing and this is standard across the entire aviation realm. However I think the policies on certain electronics being used at cruising altitude is HIGHLY and embarrassingly outdated. When I was watching a film on my iPhone (with flight mode turned on) during my 11 hour flight from Beijing back to London (flight CA937), I was told by the attendant that I had to turn my phone off immediately. I tried to reason with her and that I didn't understand why but she insisted that I turn it off. What is mind boggling is that most leading airlines have allowed its customers to use their phones at cruising altitude for YEARS. Some airlines also supply Wi-Fi and some even supply a GSM mobile phone signal! So for me to not even be allowed to have a phone on in flight mode is absurd. I know that some companies do still enforce this policy though and I won't argue with policy. BUT, this is where it gets interesting. After I was told to turn my phone off, I could see, ALL AROUND ME, that people were watching content on their laptops, iPads, reading their Kindles, listening to music through wireless Bluetooth headphones, playing games on their hand-held consoles and videoing on GoPro cameras. But NONE of those people were told to turn their devices off. Meanwile, those devices have almost all of the same connecting capabilities as a mobile phone, if not ALL the same capabilities. A laptop can connect with Wi-Fi and Bluetooth, a Kindle can connect to Wi-Fi, an iPad can connect to 3G/4G, Wi-Fi and Bluetooth, a console can connect to Wi-Fi, some GoPro cameras have Wi-Fi/wireless capabilities - the list goes on and on. How is it that they were allowed to keep using their devices but a mobile cellphone wasn't allowed? I looked at the security leaflet in the pocket of the seat and it was severely outdated with policy and even pictures. It showed rules stating no electronics for take off and landing (understandable) and then for cruising altitude, mobile phones (ones that look like Nokias), portable TVs and boomboxes weren't allowed. But with no rules against laptops and other unmentioned devices. It's as if the staff are following an extremely outdated policy on electronics and are doing it by-the-book as opposed to using common sense. Why is it that a mobile phone in 2016 isn't allowed to be turned on in a plane (even in flight mode) but all other wireless-capable electronics are allowed? This is highly unfair and I feel like the rule should either be ALL allowed or NOTHING AT ALL allowed (even though the latter is ridiculous in this day and age). So I had to sit there for a remaining 8 hours of the flight doing absolutely nothing because I couldn't sleep and the in-flight entertainment was unwatchable. I had a terrible flight experience and couldn't even begin to plead with the flight attendant because her English was not fluent. I don't have a problem with limited English on an Air China flight but it just meant that I wasn't able to voice my concern. I would really appreciate if the company would be able to address these issues and take them seriously. I frequently fly with numerous airlines and I have to say, Air China's website, app and in-flight policies are tremendously faulty/buggy and outdated. I cannot believe a Star Alliance group member can perform this poorly in the most obvious of places."
Bernadette Mether says"We were instructed by Dena Travel AKA Skygate to have our tickets reissued because we had supposedly agreed to changes by the airline (We actually hadn't agreed to any such thing), just as we were boarding the plane from Melbourne Airport. When I asked for assistance to do this the representative was very sympathetic but kindly told me that he couldn't do that now because, in fact, the office in China would be closed so I would have no trouble having the tickets reissued at Beijing Airport where we had a 6 hour stop over. Upon arriving in Beijing, very tired I spent most of that time trying to have these tickets reissued, I was sent all over the place - even to the wrong airline only to be finally told that they couldn't help me I'd need to do this at Paris Airport, by then I gave up and had my 27-year-old daughter handle things via numerous emails back in Australia. When we finally made our return trip (which much trepidation), the issue of ensuring my 13-year-old son being on the same plane us had been resolved but they had messed up the baggage and seating arrangements. Thankfully, the staff in Paris were very helpful and on the ball and managed to rectify the situation - something that their Chinese could not comprehend or fix in Beijing. I lay most of the blame for our troubles at Dena Travel's feet but I feel that Air China could have rectified the situation in a much more timely and easier fashion. We had been trying to fix this problem for a number of months BEFORE we even left Australia."
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