Review Time
Following a delay with another airline that caused me to miss my connecting flight, I booked this airline from Beijing to London Heathrow. Onboard, the passengers in front reclined their seats fully, making it impossible for me to fit my legs underneath. I was forced into an uncomfortable position for most of the flight. Despite speaking to several cabin crew members, the issue was not resolved. Customer service's response was dismissive, stating that reclining seats is allowed. As a tall person, I found the seat design inadequate. I experienced physical discomfort as a result. The cabin crew seemed untrained in managing such situations, and I'm still trying to resolve this issue. Be wary if you encounter problems; their customer service lacks support.
After a delay with another airline that caused me to miss my connecting flight, I booked a flight with this airline from Beijing to London Heathrow on December 19, 2025. Once on board, the passengers in front of me reclined their seats fully, making it impossible for me to fit my legs underneath. I had to twist uncomfortably for most of the 10.5-hour flight, with the empty middle seat being my only relief. I spoke with several cabin crew members who tried to address the issue, but the passengers in front ignored their requests. When I reached out to customer service, their response was dismissive, stating that passengers can recline their seats and that my request was unreasonable. They suggested I should have booked extra legroom or requested a seat change at check-in, despite no such options being available when I booked. This response felt discriminatory and completely unacceptable. Being 6 feet tall, the seat design clearly lacks consideration for taller passengers. The discomfort resulted in a bruised knee and a stiff back days later. The cabin crew seemed untrained in managing inconsiderate behavior from passengers, as my complaints went unaddressed even at higher levels. I'm still trying to resolve this issue after receiving such an unsatisfactory reply to my complaint. Be cautious if you encounter problems with this airline; their customer service is unhelpful.
This was an incredibly disappointing experience, and I will not fly with this airline again. I booked three tickets in April for a trip to China in October, with outbound flights on another airline and a return flight with this airline. In the meantime, my flights were completely altered, preventing us from sitting together. Online check-in was impossible due to website issues. The 10-hour flight was uncomfortable, and upon returning home, two of our three suitcases were delayed, although they were delivered later. If this had happened on the outbound flight, it would have been catastrophic since we were traveling onward. I've never encountered such poor service and strongly advise others to avoid this airline.
A big thank you to the staff member at the North Terminal. I was worried about a potential issue with my son's date of birth on our tickets. He reassured me that it wouldn't be a problem, as they could simply amend the month when processing the passport.
The customer service has been extremely unhelpful; they are trying to withhold my money unjustly. It's very frustrating. Additionally, if you need to speak with a manager, they only communicate in Mandarin, which makes it difficult for non-Mandarin speakers. Booking with this airline has been one of my worst decisions.
I missed my flight, and when I attempted to change just one leg of my journey, they informed me that my entire round trip would be canceled, including my connecting flights. They quoted me an exorbitant rebooking fee. Upon researching, I found a much cheaper fare for the same route, and I had to endure a long wait on their customer service line. I doubt I will use this airline again and have asked my travel agency to cancel my booking.
This airline has been the worst I have ever encountered! My luggage was delayed for two days and damaged, and they offered only minimal compensation for both issues. It's unacceptable! I highly recommend avoiding this airline to prevent further loss.
I had a very disappointing experience. I paid extra for 'extra legroom seats' and selected the front row, but they changed my seats to the last row without any notification. When I contacted customer service, they were unhelpful and refused to assist.
I've been trying to add an extra piece of baggage to my booking for over three weeks. I can't log in to their website, and verification through their app has been pending for weeks. Their hotline is unreachable, and my emails remain unanswered. This airline's service has been an absolute nightmare!
I love traveling to China, but not with this airline. This has been one of my worst experiences. Their customer service is nearly non-existent; any ticket changes are a hassle, and my emails have gone unanswered. The airport office staff were unhelpful, and the business lounge was overcrowded with outdated facilities. Overall, this airline does not meet the standards expected.
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