Very unfortunate experience with this company. On our flight from London to Beijing, the luggage did not arrive. Since we were in Beijing for just one night, they did not know when they could deliver the luggage to our next destination, so we had to agree to pick them up at another airport ourselves. We only got the luggage 3 days later. To make the story short, the staff does not speak (or speak very very limited) English in China. We asked locals to communicate with the company, and it was also very confusing and difficult to come up with solutions. We had to detour and lost time and money to pick up the luggage at another airport (1h-1:30h from our original destination). Upon our return home in the EU, I contacted the company to ask for compensation, and they refused, stating that more than 21 days had elapsed for the claim (note: contacting the company is an adventure because if you email them, they ask you to call. When you call, they say they cannot handle your complaint and will send it to another person, maybe returning the call later...). However, we were not informed of this 21-day restriction when we filled the complaint at Beijing airport. Furthermore, it's not possible to send emails and find information while in China due to online restrictions/ban on standard emails/services used in the West. The company should have more understanding of the situation and willingness to compensate for costs. They gave us 600 CNY at the airport, but we had to spend more than 2000 CNY on transportation and basic clothes. Not to count the amount of time lost of our trip.As a side note, we were in two in the same booking, but we could not change the separated allocated seats via the call centre or online during check-in. The flight itself was OK, but this whole nuisance with the luggage was a nightmare. The customer service is very bad...
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