ComplaintsforChina Eastern Airlines

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked the air flight ticket of China Eastern Airlines through Expedia on January 17, 2020. It's business class, and the round trip from ********* ** to ******** Pudong with departure on Feb 23, 2020, return on April 4, 2020. China Eastern Airlines charged $4,026.91 to my credit card.The first flight was cancelled by the airline due to COVID-19. It was rescheduled to April 14-June 6, 2020 by China Eastern Airline, but it was cancelled again because the close of border between and *** and China. Nobody with ******** passport has been able to travel to China without special **** ever since. Even today most ******* ********* couldn't go to China without special approvals by ******* Embassy.The airline issued the credit of $4,026.91 on April 9, 2021, because of its cancellation. However, I couldn't use the credit through Expedia or through the airline. The credit was no good, that's why I have called and contacted both China Eastern Airlines and Expedia more than 20 times for a refund. It was not successful. After I filed the complaint at the airline website, its customer service representative ****** (*************************************************************************) sent me a few emails but there's no refund.Now even the credit was gone in April 2022. I contacted them again on October 20, 2022. Expedia team have also contacted them recently. However, I have been told by Expedia that the money is gone, and no credit is available. I have called the airline more than 10 times through their contact number #************. Expedia has emailed me that they have contacted the airline and made efforts to get me the refund too.The ticket number at the airline is: *************.In this case, the airline (Stock "CEA") has treated its customers terribly. As an ******** citizen, with the money or credit gone like this, I have felt that China Eastern Airlines has robbed me so much money, that's much worse than the bank robbery, because I have used Expedia which is a big company, and I have done nothing wrong!

  Business response

  11/23/2022

  Thank you for contacting China Eastern Airlines (North America) regarding an issue from our passenger ************. We appreciate your letter brought to our attention.

   

  China Eastern Airlines (North America) is responding to the passenger complaint from *********************** (BBB case ID ********* regarding ticket number **************.

   

  We are conducting an investigation into this refund issue and follow up on this complaint case.

   

  We appreciate your letter brought to our attention. If your have any further questions or concerns regarding this matter, please feel free to contact **.

   

   

  Sincerely,

   

  China Eastern Airlines

  North America

  Customer response

  12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They haven't replied to my refund yet. Thank you very much.

  Best regards,

  *******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  01/10/2023

  Thank you for contacting China Eastern Airlines (North America) regarding an issue from our passenger ************. 

   

   

  We are working on this refund case, please provide the original purchase the ticket Credit Card number and Credit Card expiration date information and send it to our email address below in order to further process the refund.

   

  **************************************************************

   

  We appreciate your letter brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

   

  Customer response

  01/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased the round trip flight with China Eastern Airlines (ticket number **************) for $606.26. The returning flight was canceled by China Eastern Airlines. I called in and they changed the flight to 4/5/2020. By that day, they canceled the flight again. I called in again to request a fund. However till now I still haven't received my refund. I called in and they said they don't have the record of me requesting the refund and now the ticket is expired. I'd like to request my refund since they canceled the flights and never provide the returning flight service to me.

  Customer response

  04/27/2022

  At this time, I have been contacted directly by China Eastern Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  China Eastern Airlines had contacted me asking me the time and phone number I used when I called them to request the refund. I provided the phone number I used to call. Since I don't remember the exact time I called them, I provided an estimated time. 

  Nevertheless, China Eastern Airlines canceled my returning flight multiple times and they never provided the returning flight service to me, they should refund me. 

  Please let me know if you have any other questions. My number is ************. Thanks!

   In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************

*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. ↩