An outrage!

Review of emiliefle28 about the flight China Eastern Airlines between Chongqing and Paris Charles De Gaulle on 19/06/2013 in Economy
emiliefle28 MU / CES CKG / CDG
Note: This review is about an experience that happened more than 3 years ago.

I write you to let you know of my great dissatisfaction with your airline! Having bought a ticket for a Chongqing-Paris flight, I had to make a stopover in Shanghai. First of all, the plane departed three hours late! Then, during the flight, they told us that we would not land in Pudong, as originally planned, but in Hongqiao, which is 45 km from Pudong! Since I had a connection in Pudong, this seemed to be a big problem! Being the only foreigner on board, I asked a flight attendant, who reassured me by saying that there would be somebody waiting for me to take me to the airport! When I left the plane, I didn't find anybody! I walked and walked, and asked several people who were unable to give me any answers or help! After about half an hour, I started to lose patience and a man finally decided to help me! He told me that I should get my luggage! I hadn't expected this! Since I was going back to France after three years in China, my bags were not easy to transport! I finally got my luggage and then they told me to wait for a bus! This bus took 30 minutes to arrive! It was already past midnight! My plane for Paris had of course left and I had no idea what to do! One of the agents told me that I shouldn't worry, that somebody in Pudong would be waiting for me! I finally got on the bus, whose driver was very unpleasant! Arriving at Pudong, by time it took me to get a luggage cart he had literally thrown my bags on the ground! On the road! Fortunately, nothing was broken, but this gesture is unacceptable! I yelled at him and he answered that he had done his work and that I should handle things by myself! So I entered the airport and, tired but confident, headed to China Eastern Airlines’ office! Imagine my shock when I discover that there was absolutely nobody there! No telephone number and nobody waiting for me! I was out of money, hadn't eaten anything on the plane (the food on the national airplanes is absolutely disgusting), and also hadn't drunk anything because I had slept throughout my preceding flight! I called my students and colleagues (I am a French teacher, fortunately!), who tried all night to help me by calling the airline's hot line, all in vain! They told them that I had to wait until 6:30 a.m.! And so I had to spend the night alone at the Pudong airport, with all my luggage, without having had anything to eat or drink! Needless to say that I did not sleep!

The following day, or rather, in the early morning, I headed to the airline's counter, where they told me that I was not at the right place. After that, I finally went to find the office of the supervisor! I made a point of specifying that nobody, absolutely NOBODY was able to communicate clearly in English! In an international airport, I find that incredible! I had to repeat my story a good ten times in a mediocre Chinese! They assured me that they would give me a hotel room and meals paid by the airline, because it was impossible to put me in a flight other than the one at 11:50 p.m.! That meant that I still had to wait a whole day! The agent, who was more than unpleasant, made me go to the first floor, then back to the third, and then return to the first so that finally, after one hour searching everywhere for the bus to the hotel, a man was finally able to take us to the right bus!

Arriving at the hotel, I thought my problems were finally over! They were waiting for us us and there was nothing that I had to pay! Breakfast was generous, but apparently not fresh (I vomited everything on the plane!) and lunch was quite simply a shame! They gave me a 25-Yuan voucher to eat! And they knew that the least expensive dish, which consisted of some raviolis, cost 24 Yuan! So, I wasn't able to eat much!

Very well, I really expected a more pleasant and conscientious customer service. During my three years in China, I had bought many tickets with your airline! It's needless to say that you made a very bad impression and that I will never choose your airline again. Having arrived one day late, I lost my train ticket of 65 euros! And it was also impossible for me to go back home on Friday! It is unacceptable!

Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
Management of luggage
1 / 5
On board
1 / 5
Costumer service
1 / 5
Your opinion of security
2 / 5
1 / 5
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By emiliefle28, about China Eastern Airlines, , close to France
Posted online by Florian de What The Flight, on 8 July 2013
This review has been read 5489 times
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5 comments RSS Comments

liang-22 replied Translate

Votre incident ne m'étonne pas du tout, je suis passé très près de me retrouver dans les mêmes problèmes que vous à Dalian : avec 3h30 d'escale prévue, je me suis retrouvé à récupérer mes bagages 7 petites minutes avant la fin de l'enregistrement de ma correspondance pour Pékin. Sans mon sprint dans l'aéroport, je passais la nuit à Dalian ! J'ai également fait un rapport détaillé qui sera publié sous peu.

liang-22 replied Translate

Totalement d'accord avec vous, d'autant que l'on est pas seuls, les mêmes galères se répètent encore et encore... Je ne comprends vraiment pas comment cette compagnie peut avoir un partenariat avec Air France et faire partie de l'alliance Skyteam qui est très réputée. Une véritable honte.

Camille F. replied Translate

Je reviens à peine d'un voyage à Bali, nous avons fait l'erreur de prendre la compagnie China Eastern... à l'aller comme au retour, nos billets d'avions changent deux jours avant le vol, passant pour le vol retour de 2h45 de transit à Shanghai à 23h30 !

On a réussi à changer les billets à temps pour obtenir seulement 10h20 d'attente. Mais pareil: bagages à récupérer lors de notre changement d'avion a Shanghai, donc consigne puisque pas de possibilité de nous enregistrer avant 20h (il est 13h30). Mais le pire reste à venir : lorsqu'on tente de s'enregistrer, on nous annonce que le vol de China Eastern étant complet, nos billets sont valables pour un vol de la compagnie Air France. On s'enregistre donc au comptoir Air France. Sauf qu'Air France ne veux pas de nous, car les billets n'ont jamais été confirmée par China Eastern auprès d'eux. Ils nous invitent gentiment à revenir une heure avant le départ de l'avion afin de vérifier qu'il n'y ait pas de places disponibles. Seulement entre temps China Eastern les appelle et annule nos billets sur leur avion (nous l'apprendrons plus tard).

De retour devant le comptoir de China Eastern, nous tombons sur les deux hôtesses les plus désagréables possibles, qui nous disent que les deux vols sont complets, et qu'on a plus qu'à attendre de vérifier au dernier moment si une place se libère dans leur avion qui est pourtant blindé à craquer. En gros, ils préfèrent annuler notre chance de prendre l'avion sur lequel on est censé partir pour nous faire poireauter sur un qui ne partirait jamais avec nous dedans! On se fait rembarrer comme du poisson pourri, limite c'est de notre faute si l'avion est complet, et ne parlons même pas de repas, d’hôtel ou quoique ce soit, rien ne semble prévu. Pourtant il nous est vivement demandé d'envisager de partir le lendemain à 13H (donc on revient sur les 23h30 d'attente initialement prévu, ce serait on moqué de nous?).

Finalement on décide de s'accrocher au comptoir d'air France, très aimable et dont une femme parle français et nous explique alors que les billets sur leurs vols avaient en effet été annulé par China Eastern quelques heures avant... Un mystère! Mais après une vive discussion téléphonique avec China Eastern depuis le comptoir Air France, on négocie de partir dans cette avion. Plus qu'a courir d'un bout à l'autre de l’aéroport avec nos valises, (dire que j'ai toujours jugé avec mépris les gens qui arrivaient en retard pour des vols internationaux!) nos claquettes glissantes de vacanciers, avec les appels de fins d'enregistrement retentissant dans nos oreilles...

Air france nous a paru soudainement le paradis dans les airs...
J'essaye donc de faire une réclamation, mais là aussi, ça à l'air compliqué!

josephtoum replied Translate

Je n'ai jamais voyagé avec une compagnie aussi mauvaise.
Nourriture infect, refus de servir de l'alcool, écran qui ne marche pas pendant la moitié du voyage et cerise sur le gâteau : on me perd mon sac. Je compte bien me faire dédommager pour tout cela et invite tout le monde à boycotter cette compagnie d'attardé

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