Wilhelm L.
1/5
Avoid this airline. It is a desaster. Everythings starts with the fact that the website is completely broken. It is not possible to create an account because the SMS verification code does not arrive. So I had to book as guest. Upon check-in, the next problem occurred: the website did not allow me to continute because "I did not select a seat". The thing is just: I did, and the selected seat was even colored. It turned out that the website just does not recognize the seat selection as soon as you try to check-in for multiple flights at once. The website explicitly supports checking in multiple flights at once, but actually trying to do so breaks the website.
Next, on-board Wi-Fi did not work "due to technical problems". Well, at least better than a broken engine. But still I paid for a service that I did not receive. Inflight Wi-Fi was a major criterion for me to choose this flight.
But everything is topped by a delayed return flight and a missed connecting flight. While the cause was the weather and is not the airline's fault, the management of the delay was a huge mess. Nobody at Air China and an international airport speaks English. They did not manage to find a single person within 3 hours. But this was not the only problem. I managed to organize an English/Chinese translator by myself and handed a phone to the staff. Even then they barely gave any information and the little information I received was wrong. The staff could not say how rebooking will work, wrongly claimed that they can only rebook to other Air China flights (but not to other Star Alliance airlines), and that I need to organize a hotel by myself. Luckily this was not true at the end. Still, in a situation where passengers need to inform relatives, employers and customers about a delay, it is inacceptable that nobody is willing to talk to passengers and provide correct information.
