Air China

Review: We flew from Beijing to JFK on August **. We checked in a baby stroller at the gate at Beijing. After we arrived at JFK, we cannot find the stroller at the gate and were told to pick it up at the baggage claim area. We waited at the baggage claim area with two kids for more than two hours and were not able to find it. We were not even able to find an Air China representative to help us. I called Air China customer service on August ** and was told they found the stroller. I asked them to ship it to us but was told I have to pay the shipping cost. I request they pay the shipping cost since the delay was caused by Air China. Unfortunately they insisted I need to pay for the shipping.Desired Settlement: I request they ship the stroller to us at their expense.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We bought China air connecting flight JFK-Beijing-Manila roundtrip. Our flight from JFK-Beijing flight#[redacted] August *, 2013 was delayed resulting us to stay overnight in Beijing and also resulting delayed arrival in Manila in which also delayed us in our domestic flight in Manila to Davao City and causes us to buy another domestic flight ticket for my family vacation. I already submitted email complaints to China air. They declined my refund complaint because according to them the delayed was caused by the weather. I checked and responded to them in email that there was no bad weather that time of our flight either in New York or Beijing. I also responded to them in my email that bad weather happened in Beijing, was days after our flight. There second response e-mail was, the delay was due to air traffic.

However, in Beijing we informed the China air manager that we have a domestic flight to catch in Manila. The China air manager offered and issued us 4 certificates or notification for each of us travelling to [redacted] (our domestic airlines in the Manila) the manager also told us that there would not be problems at all because China air and [redacted] are friends but the certification was not honored by [redacted]. We were forced to buy another domestic air ticket due to China air delayed.

My point is whatever did caused the delay, we could of rescheduled our domestic flight in Manila in that very night in Beijing through online but we did believed the China air manager and the notification/certification issued.

It is not fair for us paying twice for our domestic flight caused by China air. I hope you can help us. We already sent all supporting documents and receipts. China air have not responded my email anymore.Desired Settlement: $ 510.73 for 4 family members

Business

Response:

[redacted]

Complaint ID *

Company Name *

air china

Contact First Name *

Contact Last Name *

Title *

supervisor

Contact Phone Number *

###-###-####

Contact Email Address *

Name of Complainant

Complaint Information (Please provide a brief and factual response to the complaint that you received.)

Your initial response and your final response to the complaint will be made public in the Revdex.com Business Review for your business on www.newyork.Revdex.com.org. Please be careful to make statements that are correct and not likely to create liability for you when they are published. *

We are very sorry for the inconvenience. My name is [redacted] from Air China New York and I am writing to let you know that this complaint via a letter from the Revdex.com has just recently come to my attention and I will be needing more time to look into the original cause of the delay. Once found, I will be able to determine whether Air China can issue some form of reimbursement or not. Until then, please be patient as things have been hectic over the past two weeks. I will do my best to resolve this issue as soon as I can. Thank you for your patience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted]

According to the email, there was no definite response on my problem, or any form of answer. All that is stated that the matter will be further investigated therefore I consider this issue still open.

Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]

Review: 03/**/2015 I purchased round trip tickets for three people from Air China website, from [redacted]) to [redacted]), Departure 4/**-Return 5/*. Confirmation number [redacted]. Total cost for the tickets $2464.64.

03/**/2015 I called (**###-###-####) to change the travel dates due to personal reasons. I talked to [redacted] (not 100% sure about the name since we just talked on the phone), and she added a new itinerary (Departure 5/* Return 5/**, same flights) to our reservation, telling me that a total $1100 would be charged for the change. I agreed with the new itinerary. She said that in case I didn't want to change anymore, I could call in the next 24 hours. After our phone call I checked the website using my confirmation number, and verified that the changed itinerary appeared on my reservation.

04/**/2015 I realized that the extra $1100 charge did not appear on my credit card statement. So I checked the Air China website under the same confirmation number [redacted]. ONLY the old itinerary was there; the new one disappeared. I called them right away, and this time I talked to [redacted]. She checked in their system and told me that the new itinerary was cancelled somehow. She could not assist me further and suggested to call back the next day (Monday) when the supervisor would be present at the office.

04/**/2015 I called back and talked to another customer service agent. I explained again the issue and he said he would have to talk to the supervisor and call me back shortly. I have not received any call back from him or anyone from Air China as of today, 04/**/2015.

04/**/2015 In the evening, I decided to request the online refund for my tickets anyway since we cannot travel on the original dates. I tried to submit the online refund form on their website many times, but it always showed me that it was unsuccessful and asked me to try again later. I emailed to [redacted] to check my refund status, the reply was "please call our sales office."

04/**/2015 I tried to submit the refund form again in the morning. This time it went through. I got a confirmation page, which said I would receive an email confirmation shortly. Nothing has been received as of today, 04/**/2015. I emailed them later that day to ask about the confirmation email, and did not get a reply.

Due to their mistake, we are not able to travel on the desired dates anymore. Also, our [redacted] Visa will expire, and we will need to re-apply. I'm asking to refund my full tickets price and the visa application fee ($200 for all three of us). I'm not willing to pay any refund fee since this was solely caused by their mistake and unprofessional behavior.Desired Settlement: Tickets ($2464.64) + Visa Fee ($200) = $2664.64

Consumer

Response:

At this time, I have been contacted directly by Air China / Air China International Corp. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The company has refunded the air tickets, but they charged a $600 cancellation fee. I do not agree on the fee since my request to cancel the flight was due to their mistake.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Greetings,

My name is [redacted] i'd to start off by stating that when booking with your Air China it should be written in bold big letters for people to plainly see that you must show up 2 hours before take off. I showed up with an hour to spare to make my flight 0990 only see no one manning the air china station. There was but one employee there who informed me I had to show up 2 hours before and that there was no customer service representative I could talk to which was nerve racking. I then had to call customer service and speak to a representative which was very inflexible with my situation and over charged me 400$ rebooking fee for my return flight. He processed to tell me couldn't give me the same return flight so I had to take a flight from Narita airport 2 hours away from the location I was staying in Tokyo it was a hassle but I dealt with it at that point. I later decided I didn't want to have to travel 4 hours early to make my flight so I tried to call the costumer service to rebook I asked about the options to rebook the same day and was giving no information just told to call back in a hour(note that the Japanese customer service office is closed on weekends so I had to call the American one which is quiet the time difference). I called back not pleased with the options for the same day so I asked about flights for the next day once again I was told nothing but to call back in a hour, when I called back again I didn't like the options either so I asked about another day. Yet again was told to call back in an hour, it being 3am my time l was tired and decided to give up with the terrible customer service and just deal with the flight I had. I am normally not to irritated with moderately delayed flights. However seeing as it happened on multiple occasions it does become a hassle especially when I paid such a high rebooking fee. My first flight, flight 0168 from Tokyo to Beijing was delayed an hour and a half. I got to Beijing finally and had to wait on long customs lines making me even later for my check in for my hotel. I thought about canceling because I would only have 4 hours to spend there due to being late but then I'd lose my deposit. I got to the hotel and decided not to sleep seeing as I would have to leave in 4 hrs to catch my next flight. Fast forward several hours, I'm on my flight 0989 waiting yet again an hour and a half to take off this to time find out there are mechanical malfunctions, everyone one is then crammed into one bus with barely any seats, exhausted and frustrated I then had to wait 2 more hours for a new plane. I then was once again crammed into one of these buses to get onto another worn looking plane. I nuzzle my way into the cramped seat with the malfunctioning entertainment system and wait to be served a small portion of food with a dismal taste, not to mention that I don't eat meat and there is no vegetarian option so I barely ate the food. I tried to contact Airchina through their customer service email, I got a reply telling me to contact a customer complaint hotline, which was a Chinese number making me unable to call. The only customer complaint office they have is in china so I decided to call the American customer service hotline and was told to email [redacted], only to get a reply telling me to contact the customer service hotline. I am fed up with the run around Air China has given me I decided to contact the Revdex.com. This was my first time flying air china and it was my worst flight experience ever, I normally never write complaint letters but I felt the need to speak up about this, I hope that the Revdex.com can help to make this company implement the mandatory changes to make it a much more pleasant flight experience.Desired Settlement: I am looking for some kind financial retribution, whether it be a voucher, a full or at least partial refund on the rebooking fee and an apology letter.

Review: I booked a flight to Manila via air china and had a printout of the itinerary and status the flight was 'paid' for. I never received an email with my ticket or confirmation number the flight was completely confirmed. I called and spoke with an employee of air china who informed something went wrong in the process of booking my ticket and the purchase did not go through even though the status said 'paid.' The employee confirmed I did not have a flight and I needed to book an entire new flight and I would not be charged for the original one. I did as I was told then was charged and booked for 2 different flights. When I tried to call and resolve the issue I was denied when asked to speak to a manager/supervisor several times and was told I had to file a refund form via the internet and had to wait 6 days for a response. I was leaving the country in less than that and after my refund had been processed (if it was accepted) it would take an additional 2 weeks for the refund. I was also required to pay a refund fee even though this was a mistake made on their part. I tried several times (called different days and different offices and sent an email to the corporation) to get this matter resolved and the money refunded before I left the country. An answer was never received and I am still waiting.Desired Settlement: I would like for the company to refund the entire amount of the first ticket I was told I never purchased. I would like the refund fee waived as this was a mistake on part of the company.

Review: On ** January 2015 I was referred to go to the [redacted] in Beijing because the reservations agent that I spoke to on ** January 2015 prior to my departure from San Francisco said I would be put in the Transit hotel in Beijing and placed in business class on my return flight on ** January 2015. Unfortunately, I was told in Beijing no reservation for the Transit hotel exsisted. The [redacted]) was rude and would not listen to what I had to say or help me with my problem. He was disrespectful and did not want to deal with me because I was a woman. I would like to be contacted regarding this matter to discuss it further. I hope that the matter could be resolved by removing him from his position at as an [redacted] since he his not able to interact and provide customer service to all international passengers. [redacted]

China Air e-ticket number: [redacted]Desired Settlement: I would like the [redacted]) to be removed from his position. I would like to be compensated for the hotel fees I incurred and upgraded to business class for a future flight.

Consumer

Response:

At this time, I have not been contacted by Air China / Air China International Corp. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I booked Air China's connection flight from Houston to Los Angeles, and then Beijing. I took UA1956 flight from Houston(IAH) to Los Angeles(LAX) on Dec [redacted], 2015, which delayed for three and half hour and caused I missed my international flight. I asked the UA representative to gave back my two checked baggage after I arrived at LAX, but they refused and told me my baggage was picked up by Air China. I really need my personal belongings since I have to stay overnight in LAX, but they said they can't find my baggage because they don't know where they are. After I request several times and waited for hours, both UA and Air China refused to give my baggage back, and told me that they have retagged my baggage and my baggage would fly with my new, rescheduled flights. However, my baggage are not there after I arrived at my final destination. After I request Air China checked for me, they said my baggage can't be tracked and they maybe still in LAX. It has been three days after I filed the report, Air China didn't find and deliver my baggage, and told me my baggage maybe "lost" and they can do nothing about it. The Air China telephone baggage service didn't help at all and very rude! Their disregard and rude really shocked me! It looks like I am the one who did everything wrong! I can't believe Air China lost my two big luggages after I did all I can do to track my baggage multiple times during my journey!They keep telling me, they can't track my baggage and they have to wait the response from Air China in LAX, or I have to check with UA by myself because they don't know where my baggage are! They just treat me as a football, and kick me between them and UA!Desired Settlement: I request Air China find and deliver my baggage! As a considerate customer, I can understand the aircraft maintenance caused my flight delayed, but I can't understand why Air China can disregarded customer and their property's security so much! I asked and tracked my baggage heaps of times during my journey, but I still can't get any information about my baggage! In result, Air China eventually lost my baggage! And, Air China customer service is rude and disregarded! They said they can't locate my baggage and ask me check with United Airline by myself! It has been five days sicen my baggage were lost in LAX, I can't get any help and response from Air China! I call the Air China customer service, and was told that they can't help and let me call the Air China in LAX! I tried multiple times to contact with Air China in LAX but their phone can never be connected! I can't believe Air China is so irresponsible to their loyal customers! I require Air China response my inquiry, and deliver my lost baggage!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,