Avoid Air China at all costs! Customer service is horrible. They don't care about passengers.

Review of Roman about the flight Air China between New York Jfk and Beijing Capital on 02/03/2018 in Economy
Roman CA / CCA JFK / PEK

New York to Bangkok via Beijing. Air China cancelled our flight without providing any options. We were on the phone with them and our Travel agents full 3 days (several hours a days of conversations and hours waiting to get to an agent on the phone). They were not able to provide any reasonable options. We had to review all possible flights ourselfs and asked them to reschedule our flight. They were unable to do it over the phone (~20 calls) nor at the airport Air China counter (at JFK and EWR). They were dragging the time until all our other connecting flights and hotels reservation gone (since we were still staying at the New York waiting for their "decision" for 3 days.) They were pointing to each other (Air China agents and Travel Agents) asking to call airline or travel agent and vice versa. We even had 2 conference call with both AirChina and travel agents during which they were just blaming each other and not resolving the issue. So we could not stand this circus anymore and they offered our last option and only option: to get refund or they will not refund if we will not agree now. Rude, unprofessional agents, don't have any desire to do their work. Avoid Air China at all costs!

Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
On board
Costumer service
1 / 5
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By Roman, about Air China, , close to Montreal, Quebec, Canada
Posted online by admin, on 7 March 2018, view original version
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