Air China Reviews 382

Incredibly bad website! The booking system is a nightmare, the app is not working, the all website is a joke. I tried 5 times to check in during the day, I had every time a new error message or just the page crashing. Error pop-ups in Chinese, I finally decided to give up.

Absolutely appalling food. The quality and choice was disgusting.

Check in online totally impossible as well.

5 different websites all of which did not let us checkin online :( there were points where it was almost comical (like go through 4 captures, enter your phone number, get a verification code to go to another screen that then asks you for your phone number and gives you more captions). Though one of the methods we tried to create an account with them and oh boy. They had a password filed that would only accept 6 digits... thats right, digits only, and none of the digits could be sequential i.e. 123345 is not allowed.... It is like the inverse of every other site trying to get to write a secure password and they are like naaa lets go for less than a million to brute force.

So after all these methods didn't work we tried their helpline 2hr without answer, the night before our flight because checkin only available 24hr before the flight... At some point I wonder if there some kind of inter-galatic sitcom we are secretly staring in. At least then an alian can have a laugh about all this.

Hopefully we will be let on the plane tomorrow.

I miss my luggage since 4 days. Called Air China customer support. After 15mins a person took the call. The only thing she said call not us, we are not responsible, call or write them. She gave me 3 email-adresses and one phone number, all not working.

If I could give 0 stars I would.

Air China cancelled my outward flight and had no intention of moving me to a new flight. They said as my flight wasn't within a week it wasn't a priority. I booked my ticket in plenty of time so it wasn't super expensive. I have now had to cancel that flight am I am trying to rebook with a new airline. I will now be paying double what I originally paid because I have already booked the hotels for the original dates.

The worst bit is that I can still see my original flight on Skyscanner and I have never been given a reason as to why they removed me from it.

Will NEVER use this airline again.

Staff on plain ignore call button but if chinese person press they rush to , told crew m6 wheelchair was on board from a connecting flight she said no I argued it eas she said ok walk then , can speak enough English to be rude.
Food good for flight inboard tv system hit and miss wont fly through China again absolutely no manners

Their online check in does not work. how can a big company like this have a website with so many errors. I would recommend everyone to stay away from them

Never use this airline no matter what.
We flew from London Heathrow to Beijing then onto Manila.
When we boarded the plane my wife went to use the toilet and they were absolutely disgusting 🤢. Not from previous passengers but because the plane was so dated and things not cleaned.

The most annoying part of our journey was that both our entertainment systems didn’t work. In a 10 hour flight it’s not acceptable. Complained but they did nothing.
Also only offered drinks before your meal so on a 10 hour flight two drinks is shocking.
We will never fly with them again.

I am writing to submit a formal complaint regarding Air China’s handling of my confirmed flight tickets, which were unilaterally cancelled without justification or proper resolution.

On 2 March 2025, I purchased four round-trip flight tickets (two adults and two children) between London, United Kingdom and Hong Kong, operated by Air China, through the online travel agency Gotogate. The booking was successfully confirmed, and a confirmation email was issued at the time of purchase.

However, on 14 January 2026, I was informed that these Air China tickets had been cancelled. No reasonable explanation was provided for this cancellation.

Since then, Gotogate has repeatedly followed up with Air China on my behalf. Unfortunately, Gotogate has consistently informed me that Air China failed to provide any response or meaningful feedback, resulting in a complete lack of progress. As a customer, I have been left in an unacceptable position where:
• The tickets were cancelled unilaterally by Air China;
• No alternative flights or rebooking options were offered;
• Only a refund was mentioned, despite the cancellation occurring close to the departure date; and
• Air China has not cooperated with Gotogate to resolve the issue or assist affected passengers.

The original departure date is 13 February 2026, and this last-minute cancellation has caused significant disruption to my family’s travel plans. Offering only a refund, without any alternative arrangements or assistance, is insufficient and unreasonable, particularly when the cancellation was not initiated by the passenger.

I consider Air China’s actions — cancelling confirmed tickets without explanation, failing to provide alternatives, and not responding to follow-ups from the issuing agent — to be highly unprofessional and unacceptable.

I hereby formally request that Air China:
1. Provide a clear written explanation for the cancellation of my confirmed tickets; and
2. Offer reasonable remedial options, such as rebooking on comparable Air China flights or other appropriate arrangements, rather than refund alone.

Should this matter remain unresolved, I will have no choice but to escalate this complaint to relevant consumer protection authorities and aviation regulatory bodies, and to pursue further action as necessary.

I expect Air China to take responsibility for this matter and respond promptly.

All their websites and app are rubbish. I cannot check in online. The website is so slow and has lots of error. I will not fly with them again!

I had to fly home with a recently fractured foot, and this airline was incredible. Very supportive, wheelchair support given (including during a quick transit through China where I was rushed through security) and on both flights they moved my seat to allow me extra legroom. I am very grateful to have flown with such a great airline.

I left my earphones on the flight and have just been informed that nothing was reported and they haven’t been found. This means two very unpleasant possibilities: either the aircraft is not properly cleaned and checked between flights, or someone from the crew took them. Absolutely unacceptable either way.

HORROR- plane broke down when we start from (04.01.2026) CA941-Beijing to Dubai and they start fixing the plane when this was full of people ,they turned lights and ventilation off and dont let us out-then people gets mad and start panicing then they let us out-later they find new plane and we flew to Dubai 5-6h later.They give us paper and told we get refund-but only chinese nationals can get refund:)They threated us like animals and didnt give us any food coupons -NOTHING! So i never choose this airline company agan-and it is not cheap at all!

Air China's web check-in process has been the most disgusting in years.

We travelled from London to Shanghai and from there to Tokyo, then from Tokyo to Beijing and then to London. The seats of the plane were very small especially when you are travelling for up to 11 hours one flight, the food was prison food although you do get to choose between chicken/beef/fish. The staff on board was as helpful as possible hence the two stars instead of one. I would have not write a review cuz it wouldn't have been the worst flight I ever had, HOWEVER, when I got back to London I was patiently waiting for my check-in luggage to arrive and I was told that mine plus probably like 10+ people our luggage is still in Beijing, it did not board with our flight. Then on the desk we were met with members of staff being super smiley and acting as if it is not a big deal that my luggage has not arrived. I was told that it will arrive the next day in London, but because I live up north it will take longer. Yes, but this longer turned out to be 8 days later. I was extremally annoyed and I was trying to get in touch with someone from the team through email and phone and they kept sending me to different departments. At the end, when I finally got my luggage, I wanted to apply for compensation as I never asked for the stress I went through. After numerous email from my side I started received answers with very non-human like tone saying I should not use gmail. Finally, I received an email saying they will be happy to refund my purchases of cosmetics and clothes that I bought in the time I was waiting for my luggage. I did not buy anything, so my time and nerves were for nothing. Well, all I know is I will avoid airchina in the future as firstly it was not a comfortable flight, and then with the stress I went through I prefer to pay slightly more but to be sure my luggage will arrive with me wherever I go. Imagine this happening the other way around, when I landed for my holiday?

The baggage allowance of 50 pounds is not used to calculate overweight. You pay the entire amount of the bag's weight. What is the point of providing a baggage allowance if it is not used to calculate the overcharge fee???

Choose another airline, they are completely hopeless and not solution-oriented. We are a family of 3 from Denmark to Vietnam. They lost a wheelchair and a suitcase on the way down here. The wheelchair arrived after about 3 days, where we had to find alternatives ourselves. They only found the suitcase after 11 days, we will pick it up on the way home at the airport. We are on an island, which is why we cannot pick it up sooner. In the meantime, we have acquired new clothes and other things as well as a new suitcase to transport it during our internal flights in the country. On our return flight, we have 4 suitcases instead of 3, Air China will not allow that, even though they are the reason we had to spend days getting the ones we needed. Really bad and uncomprehending customer service, without a doubt choose another company. We will never fly with them again!

Our first time flyng with Air China, and it will definitely be the last. A couple of months before we were due to fly, they cancelled our second leg, from Beijing to HCMC, so after conversations with our booking agent, they added another leg so we could get there on the same day. Then just as we got in the taxi to head to Heathrow, we had an email to say they had cancelled our second leg. We managed to get through to their customer service, who then re-routed our middle leg to Shenzhen, with an arrival at our final destination 4 hours late, which then ended up at 5 hours with some delays.
On our return we have started to make a compensation claim, but it is a complete nightmare. We spoke to their European Customer services, who directed us to the London office. Their phone permanently says they are not taking calls, so I emailed them, and they said they don't deal with claims and directed me to 3 other offices via 3 different emails addresses. No response as of yet from my emails and no one wants to take ownership, I suspect they just want be to give up.

The food during the flight was decent and the cabin crew very attentive and pleasant which is why I give them a 2 star. But the rest was horrible. Their booking system is a joke and their staff by check in is terrible. We had paid extra for seat reservations and when we get to the airport they give us other seats than the ones we had booked. When we brought this to their attention and showed our receipt, they refuse it because they claim it's not in their system and give a very poor attitude and service to their customers. Never flying with Air China again.

I had a great flight. Thank you to Mrs Tang Zitian 唐子添. She welcomed us very well. Help us with resolving our seats problem. She showed genuine interest to us, provided a top excellent professional service. She learned that we just got engaged she gave us both a treat. We were very touched by her kindness. Air China can only be proud to have such high value employee. We highly recommend Mrs Tang Zitian.