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.
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