This week the Civil Aviation Administration of China (CAAC) released a report regarding problems in China's aviation industry in the third quarter of the year.

The report shows that Air China received the most complaints during this period.

CAAC's report is based on three indices, namely, irregular flights, incorrect luggage transfer and passenger complaints.

Of the three indicies, Air China ranked first on both irregular flights and passenger complaints, which numbered 13511 and 35, respectively.

The report also says in the third quarter, 80.29% of China's flights ran on-time; the rate for luggage transfer mistakes was 2.04 per 10000; and for passenger complaints the rate was 0.025 per 10000.

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1. By PK Ong – March 14th, 2007 at 9:10 pm

   Air China is not sincere nor honest when dealing with their customers. We supposed to get our luggage on 13 March 07 from Beijing. Unfortunately there are excess luggage from others and due to the bad communications internally, our luggage have been put into another flight the next day and we have to wait for additional 1 hour to make a complaint when we arrived in Kuala Lumpur International Airport. After that we were told to wait for the delivery personnel to send in the next day from KLIA at 5 p.m., unfortunately we are still waiting for him after 9 p.m.
   This shows how bad Air China treated their customers. I will try not to take Air China if I have a choice. I am wondering how can they handle Olympics visitors in 2008???

2. By Charles Noland – May 27th, 2011 at 5:16 am

   Please help me, I sent the below to Complaint@airchina.com on 2/17/2011 and have followed up since and have never received a response.

   Air China San Franciso representative Mimi Lui will not help me in any way, she says my case is closed. I believe this is a violation of the law…Air China is required under the law to provide consideration for the 11 day I spent in India without my luggage.

   I am filing a complaint with the FAA.

   Charles R. Noland
   339 Clarkin Ct
   Walnut Creek, CA 94596

   925.923.0918

   Dear Customer Complaints,

   I planned a vacation to tour India and choose to fly Air China as a trusted Star Alliance member. This turned out to be the worst vacation/airline travel of my life and I have traveled millions of miles. I arrived in Dehli at 2:00 AM on 10/31/2010. After waiting at the luggage station until 4:00 I was informed my luggage was lost in Beijing and if it could be located it would be on the next days flight and it would be delivered to me wherever I was in India and I signed the proper customs forms providing agency to pick up and deliver my luggage to Air China.

   I left the airport at 5:00 AM without assurance on where my lugguge was. I called repeatedly the next day to see if Air China had found my luggage….they told me repeatedly they wouldn't know until the flight came in the next day 11/01/2010. I told Air China, Delhi repeatedly my tour was leaving the morning of 11/02/10 and I must have the luggage delivered to my hotel. They told me not to worry, if they didn't deliver the luggage by 11/02 AM they would deliver it to wherever I would be touring. I spent the next day in Pushkar and then the next 3 days in Uodapur.
   Unfortunately Air China Delhi did not deliver my luggage AM on 11/02….although I had left my mobile phone number they did not call….so I left on my journey buying clothes and toiletries and other items required for survival. I call Air China New Delhi daily from Pushkar, fro Uodapur, Air China New Delhi never returned my call when they said they would and I always initiated the contact. On my second day in Uodapur 11/04/2010….I was told 4 days into my journey that customs would not release the luggage to them….4 days later and I am halfway through my India vacation. I did not get my luggage until my return to the New Delhi airport on 11/10/2010. This was the worst travel of my life and my health was at extreme risk due to my inability to replace some medicines that were in my suitcase. I spent thousands of dollars on this trip and my camera, clothes, medicines and other life necessities were in my luggage and I was not told until 4 days into the trip Air China would not deliver.

   Upon return to the US, I complained to the Air China San Francisco Office (Mimi Lui, who reports to Sun Ying) and although Mimi was polite and understanding she told me it was up to Air China New Delhi. After almost two months of iterations regarding compensation….the final offer from Air China New Delhi was $75. US and an upgrade to business class between Beijing and New Delhi. The $75. does not begin to compensate for my out of pocket costs…..the upgrade between Beijing and Delhi is absurd, we live in the US and may not take that flight again for many years. This take it or leave it offer is insulting.

   I think at a minimum Air China should provide a round trip business class ticket between SFO and Beijing as appropriate compensation….this is an Air China issue not a "Air China New Delhi" issue….the bags were mishandled in Beijing. The abusive and incompetent treatment in New Delhi is also an Air China problem.

   I want to resolve this issue quickly as we are now in the third month since I returned and complained. If I do not received adequate consideration from Air China I will pursue the complaints through the Aviation Consurmer Protection and Enforcement, US Department of Transportation. I will also address my complaint against Air China to the Star Alliance.

   Please respond to me promptly.

   Thank you,

   Charles R. Noland

3. By Kay – September 29th, 2011 at 4:26 pm

   Was your issue ever resolved? I had a bad experience with this airline as well, and they are not responding to my complaints. Please let me know what action you took, if any.

4. By T WU – November 26th, 2011 at 4:17 pm

   Issues: We booked the ticket online with right passenger name. Somehow, between the online agent and air china, the passenger's first name got totally wrong. At the check in desk, we can see the notes with right name.

   I know that air China can issue the boarding pass as long as the manager manually correct the first name with her signature and air china stamps. However, She insisted that she cannot correct the name.

   Finally, waited about 3 hours, we have to buy a ticket which is about 400 dollar more and to cancel our original ticket. Under time pressue and because the passenger is 70 years old, we paid for this expensive ticket. However, this is really not a right way to run business.

5. By Ramone J – December 11th, 2011 at 11:06 am

   I too am having CONSIDERABLE AMOUNT of problems with Air China in Beijing. They are obstinate and are not listening to our problems. I have visited their bureaus in Dongcheng and Wangjing districts and receive the same very bad information about using my FFP frequent flyer miles. I have been a very loyal client of theirss for 6 years, but Air China still makes me using their FFP IMPOSSIBLE!!! They are like a typical Chinese cheat company and they have poor customer service and I really wish this was a free market system so we could get better quality.

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