ComplaintsforAir China International
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My carry-on luggage as well as my brother who was with me was weighed TOGETHER with our personal item. It was over the limit because CHINA AIRLINE EMPLOYEES weighed our carry-on luggage TOGETHER with our PERSONAL BAG. So of course the total weight is going to be over the weight limit. According to their website the carry-on luggage and personal bag are two separate item. I do not understand why the bags were weighed together when they are 2 different bags with 2 different weight limits. We were wrongfully charged a $220 for the two of us. Please help. We want our money back. Thank you.Initial Complaint
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 7, 2022, I purchased tickets to fly China Air from ************************ on January 4, 2023, reservation ID ******* I paid an additional fee for each leg of the flight to select seats for my wife and I. One leg of the journey is from *****************. China Air notified me on 12/6 that they changed our seats on that leg from those I selected at the front of the plane on the aisle ************* to seats at the back of the plane in the middle of the row ************* due to a change in aircraft. That is fine, but they did not provide the service for which I paid (selecting my seats), so I emailed their customer service and requested a refund ($40 I believe, though I am not certain as the receipt I have only has the total amount for all flights). Their reply was that they changed the seats due to an aircraft change with no mention of compensation. They could resolve this by either allowing me to again select my seats at no additional charge (since I already paid) or refunding the fee I paid to select those seats. Please see supporting attachments: The additional fees for seat selection are ******_China_Airlines1 and ******_China_Airlines2, the ticket purchase is china_air_travel_confirmation, the emails about the changes are Seat_assignment_change1, Seat_assignment_change2, and the response from customer service is china_air_cust_service_response.Business response
01/13/2023
Business Response /* (1000, 5, 2022/12/27) */ Dear passenger, We recently received your complaint from ***. By reviewing your case, we found that we Air China don't have direct flights from *****************. You probably complain about a different airline. I assumed the airline you complained is China Airlines not Air China. And your ****** payment was Charged by China Airlines. Air China (we) and China Airlines are two different airlines. Please ask *** to address your case to the right airline. Best regards, Air China North America Call CenterInitial Complaint
10/28/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
See attached screenshotInitial Complaint
09/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
we booked four round trip tickets for May 2021 travel *********************************. We found the fare through *******. Covid came and cancelled all flights. Air China advised us to work with *******.com to get our refunds. ******* looked into the issue and finally told us that it's up to Air China to initiate the refund. The going back and forths with Air China, ******* and us took several months until today when Air China said that no refund will be given since the tkts had expired on Jan 2022. All tickets had to rescheduled or used by Jan 2022. Problem with this that 1. Air China failed to notify us about the ticket expiration 2. Flights ***************** were still closed as of Jan 2022. Air china confirmation ******, (Air China). *** can you please help us in getting our flight refunds? Shame on you Air China for all the misinformation and lack of basic customer service. All of your US based reps were unpleasant and unhelpful.Business response
07/20/2022
Business Response /* (1000, 5, 2021/10/15) */ Dear passenger, By checking in our system, all 4 tickets were refunded and we refunded the money to your **** ending with **** on October 6 2021. Please check your bank statement. Best regards, Air China North America Call Center
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.