China Eastern Airlines

China Eastern
Flight # FM0866
From Krabi to Shanghai Pudong

While in Thailand, I was in a bad scooter accident which caused significant injuries to my lower left leg. After my first surgery from Dr. Anucha in Thailand (Krabi hospital) I was released to fly by Dr. Anucha. My employment provides me with Great west life insurance. (GWL) GWL has arranged for my new flight itinerary because I needed to be upgraded to business class, so I had room for my leg. GWL also provided me with a nurse to travel with me to Vancouver Canada so I had access to mobility assistance and wound treatment. GWL purchased new airline tickets for my nurse, my husband and myself with China Eastern.
The arrival at Shanghai airport.
The plane landed and parked on the tarmac. All passengers were ferried from the tarmac to the airport building by bus. I was told there was no wheelchair for me. GWL had pre-arranged this detail with the purchase of the tickets. The flight crew had me walk with crutches to a ramp which lowered me to the tarmac. It was pouring rain and I was offered no cover while I was left there to wait for any assistance. I was very unstable due to having to stand for that period. Finally, a ground crew staff member (Porter) arrived with a child’s wheelchair, I barley fit into it. I was wheeled to the airport building. The ground crew worker was yelling at me the whole way to the building saying this was not his job and that I would have to find someone else to help me when we got to the building. The porter took me without care, he was walking very fast, over bumps and narrowly missing other people. I was told to remove myself from the wheelchair and was placed in a office chair with wheels at the entrance doors. I was soaking wet and shivering at that point.
I was left there, with no help. My husband began asking the cabin crew staff for assistance. Every single crew member from our flight just looked at me, some of them pointed and laughed at me, but everyone of them just walked away without care. My husband wheeled me on the office chair away from the entrance door, as I was soaking wet from being left on the tarmac in the rain. The temperature was roughly 7 degrees.
My husband made several attempts to get help from any and all China Eastern staff members with no luck. Finally, after another 40 minutes, my frustrated husband went upstairs to find anyone to help me. My husband arrived 30 minutes later with a China Eastern staff member. This gentleman took me through customs, he took me to the front of the line bypassing roughly 450 people. The female customs agent started yelling at the porter who was helping me. They yelled at each other for about 15 minutes when the female agent got up and walked away and never returned, leaving only two customs agents to deal with the roughly 450 people. 20 minutes went by and a man came to take the female agents spot. Eventually we were passed through customs. We got to the security section.
The security agents were rude and physically aggressive. The security agent ran the scanner over every part of my body. They had the female agent run her hands down the back of my pants, feeling my bottom and my vagina, all in front all of the other passengers walking by. The male agent, who was also present during the physical examination started scanning my broken leg. He was hitting the seven-inch screws I had sticking out from my injured leg with no regard. After 15 minutes of the unnecessary and humiliating physical examination, we were sent through.
The porter took us to the VIP lounge to rest and wait for our connecting flight to Vancouver. Ten minutes later, a China Eastern staff member came and took the wheelchair away. A few minutes later, a staff member from the lounge provided us with a different wheelchair so I could access the restroom. They informed us that we were not allowed to take the wheelchair out of the lounge. Our flight was delayed until 3 pm. A porter arrived and said our flight was boarding. He took us to the area where they were loading passengers onto the bus to ferry us to the plane on the tarmac. A male passenger on the bus was having a full-blown seizure. Everyone on the bus was screaming for help and asking for an ambulance. A female agent went on the bus, did nothing and came back laughing. It took us several attempts to get any China Eastern staff member to listen to us and acknowledge that we had a registered nurse with us. Finally, our nurse just took her medical suite case and went to assist the man on the bus. The man was told he had to go to the hospital to get proper care.
The ground crew staff members of China Eastern allowed the man to board the airplane and said nothing to the cabin crew of his condition.
One hour before we landed in Vancouver, the same man suffered another seizer while in flight. This time, the man was acting very erratically on the plane and was extremely combative towards any person who attempted to offer him assistance. The cabin crew went to his aid and our nurse attended him as well. All parties were met with aggressive resistance. This man could have caused a catastrophe to all passengers on this flight.
Upon our arrival in Vancouver, they had a medical team board the plane and remove the man, in hand cuffs, as he was still very combative. They also had a medical team come to remove me from the plane and get me a wheelchair, as the China Eastern staff members told me I was not permitted to leave the plane because they had no wheel chair for me to use, again.
I am beyond unsatisfied with the treatment or care I received from the China Eastern staff from Shanghai to Vancouver. They were rude, socially abusive, morally abusive and physically abusive. I would not recommend this airline to anyone. This airline is the worst airline I have ever traveled with.
Lisa and Bill Jung.

china eastern does not handle anyone's complaints. They laught when u tell them what happened and say there is no one to talk to.I had issues with my seat being given away, forced to stand in the freezing cold, and damage to luggage and contents, They are nasty people as well. Extremely rude

Review: First, China Eastern Airlines broke purchase contract by canceling a confirmed flight on my return flight from Changsha to Honolulu without notifying me. Second they changed my final destination for my return flight from Honolulu to Shanghai. I made the same complaint to China Eastern Airlines against their office in LA on 10/** (Case # [redacted]) and they have until 11/** to respond to my complaint. But they did not respond. So I have decided to make another complaint against their headquarter in New York.

1. I purchased a multiple destination ticket from China Eastern Airlines at Expedia on 9/*/2015 and it was confirmed on the same day. On 10/**/2015 I found out from my Expedia account that my return flight was rescheduled by China Eastern without notifying me. The worst part is they changed my return flight from Changsha to Honolulu to from Shanghai to Shanghai, a final destination not intended by me at all and gave me a flight schedule that is absolutely impossible to fly.

My original return itinerary on 10/**/2015 is like below:

The first flight depart Changsha @12:45PM and arrive at Shanghai @2;35PM

Layover time is 1hour 45 minutes

The second flight is depart Shanghai @4:20PM and arrive at Honolulu @8:10AM

But the flight schedule change initiated by China Eastern for my return itinerary on 10/**/2015 is like below, which is a totally out-of-mind and impossible-to-fly flight schedule, in addition to the absurd fact that they change my final destination from getting Honolulu to getting to Shanghai.

The first flight departs Shanghai @4:20 and arrive at Honolulu @8:10

The second flight departs Changsha at 6:05PM and arrive at Shanghai @7:50PM

2. I tried to contact China Eastern through Expedia customer service and by myself calling them multiple times on 10/** and 10/**, but no one answers our calls. I emailed China Eastern multiple times before I flew to China on 10/**/2015 and always got machine generated repines. After I got to China, I got an email from China Eastern asking for my cell # in USA and I gave them my cell #(which is also my house phone#) in China on 10/**/2015 and told them to call me on 10/**/2015. But they sent me an email on 10/**/2015 saying the number does not work while in fact I had cell all the time and got no call from them.

3. Then I tried to make China Eastern to correct the mistakes they made to my return flight schedule at their Changsha office. The customer service personnel made the correction and gave me another flight which made my layover time at Shanghai increased from 1 hour 45 minutes to almost 7 hours. The worst is they did not input the E Ticket number in the airport system. The result is I had to go to talk with their customer service people at 6:00a.m. on 10/**/2015, the day I had to fly back to Honolulu.

4. China Eastern's irresponsible way of serving their customers, unprofessionalism of changing flight even without notifying its customer, and their bad attitude of serving the customer at Changsha airport ruined my fall break trip back to China to visit my family and friends, putting me in constant worries, anxiety and uncertainty. They did not even tell me they cancelled the flight departing Changsha at 12:45PM and arriving at Shanghai at 2:35PM. It was found out that they did so by myself. Until today they still have not informed me that flight was cancelled. They provided no explanation for why they changed my return flight schedule.

5. Another worst part was when I finally got to Shanghai after unwillingly accepting the flight they gave me, my layover time was not only almost 7 hours, but almost 8 hours because the flight to Honolulu was delayed to take off by one hour and China Eastern at that time did not even make announcement.

6. A confirmed purchased air ticket is a business contract between airlines and passenger. Even of a business company wants to change some part of that a contract, they need to negotiate and inform the passenger. By business standards and laws, what China Eastern Airline did is definitely breaking a contract.

7. No Airlines has the right to change a customer's destination, which totally violates consumer laws and it is a terrible practice against consumer rights. The schedule change made by China Eastern for my return schedule is such a case.Desired Settlement: I request that China Eastern Airlines pay back half of my purchased ticket to China on this trip, which half of $985, for their breaking the contract with me and for their changing my flight schedule without notifying me, for not approaching me to correct their mistakes and for their bad service even after I approached them requesting them correct their mistakes, and the most important for trying to send me a place which is not my destination at all.

Consumer

Response:

At this time, I have not been contacted by China Eastern Airlines regarding complaint ID [redacted].Sincerely,[redacted]

Review: We purchased China Eastern airline tickets via Priceline. However, we had to cancel our itinerary in advance of the trip due to a death in the family. We provided proof of documentation (death certificate), however, China Eastern was unwilling to refund us, and was also unwilling to provide a voucher to change the flight for a future trip, despite the advance cancellation given the circumstances.Desired Settlement: We would like either a refund, or, if a refund is not possible, at least a voucher for future travel.

Consumer

Response:

I am currently exploring alternative options with the business in reference to complaint ID [redacted]. [redacted].

Sincerely,

Review: They have lost my baggage on my flight from JFK-MNL it took them 5 days to find it and after they have found it my baggage was ransacked and the tapes are detached and was clearly opened. I have lost my newly purchased ipad and the 2 signature belts along with my important stuffs. I haven'y heared anything from them and was never helpful for the compensation. They even forgot to say sorry for my lost baggage and for me without clothes for several days. I was never compensated and ignored by unhelpful customer service in the airport in manila, airport in new york and the hotlines. They were even cleaDesired Settlement: I want to get compensated with the lost items on my baggage.