Air China Reviews 

I had a very bad experience with Air China.

I was flying from Japan to Geneva. During check-in, the staff first weighed my checked luggage, and everything was fine—it was under the 23 kg limit. Then the agent looked at my passport, and for some reason, decided to check my cabin luggage as well.

He asked me to put it on the scale and told me it weighed 10 kg, which he said was not allowed. I explained that there was no mention of a 5 kg limit when I booked my ticket through Trip.com. I even showed them proof, but they insisted it was their regulation.

They told me I had to reduce my cabin luggage to 5 kg immediately. I was very frustrated because if this rule had been clearly communicated beforehand, I could have prepared in advance. Instead, I had to reorganize everything at the airport under pressure, with little time before boarding.

It was a very stressful and embarrassing situation. I had to take items out of my bag in front of everyone, throw some things away, and try to rearrange everything like a puzzle just to meet the limit. It took me about 25 minutes.

Eventually, I managed to reduce my bag to 5 kg. After that, one of the staff members asked for my seat number, which I found strange.

Later, after passing security, I went to duty-free and bought a few items. While boarding the plane, the same staff approached me again. They took a picture of my luggage and said they wanted to check it again. I was shocked and asked why they were targeting me. I explained that I had only added duty-free items, which is normal.

I then asked them if they were checking other passengers as well. As soon as I questioned them, they stopped and said it was fine for me to board.

This made me feel like I was being singled out unfairly. Later, on the plane, I spoke with some Australian passengers and asked if their cabin luggage had been checked. They said no, which reinforced my feeling that I was being targeted.

Overall, I felt harassed and extremely uncomfortable during this experience. I am planning to file a formal complaint, as I still have all the flight details, including the date (February 22), flight number, and time.

No contact at all!

I bought a flight the only thing i got is the ticket number, because I made a screenshot at the payment page otherwise No mail received, No contact by phone, Nothing.

Then the flight changed deparure time twice and again, no contact at all.

It's like jumping in black water.

Do NOT pay for premium economy. All you get extra onboard is a bit of space. You get the standard meals and the extremely limited drink service. We were offered 3 drinks on a ten hour flight, one of which was the tiniest cup of wine. We asked for another, we were told only water available.
2 means offered- bland - first meal was pork or beef and second was chicken or pork. Veggie meal might be your best option if your fussy, this was omelette both times (be sure to pre order it)
No eye mask / amenity kit.
On board entertainment pretty poor.
Website and app are a trial. Hard work. Not user friendly.
No email confirmation of my booking ever received.
Wouldn’t be my first choice. Budget airline dressed up as a national carrier

Stranded six thousand miles from home forced by the Iranian débâcle to fly Aiir China it's abundantly clear from my indelibly memorable 'experience' that all their personnel passionately dislike people and if only there were no passengers they'd be estatic. I'll spare you most of the specifics - unchecked filthy toilets over a twelve hour period but one of the many other complaints I could list - confining my plethora of general criticisms to adding that cabin crew came across as arrogant, rude, disdainful and dismissive; breathtakingly unhelpful too. We passengers help pay staff their salaries (never again in my case) which in turn fund the cost of putting clothes on their backs and food on the table. These facts matter nothing to them, they project an image of near total indifference:

● NB give 'em your dosh and they'll earn your wrath ●.

I’d give 0 if I could - lost my luggage refused to pay up anything close to the value of- despite demanding itemised list of contents date I purchased and individual value ( very time consuming to do) absolutely disgusting ignored any emails after it got to agreeing compensation . I would NEVER use this airline again

Disgusting greedy company and poor service

Flight was alright, in stead staff members proper bullies, racists and horrible attitude! You feel the difference made by them between Chinese ppl and you as a foreigner . Cheap airplane ticket but them as a team horrible

I don’t know why air china has such bad ratings. I like this airline - and it is the first airline that has gained my trust a bit. I am from Denmark and a VERY nervous flyer. A special shoutout to flight attendant Liu su on flight CA184, haneda to Beijing 3rd of march 2026. She was sitting next to me in the emergency seat (which made me very comfortable). She also answered all my questions and even checked in to see if I was okay. She was very kind and deserves some praise. I flew with air china all the way from Copenhagen to Haneda and back again. There were never any problems. Service is good. For the people complaining about their English - they DO know enough for you to order, and you can’t expect more than that. Food is definitely higher standard than other airlines. Fruit tasted like it was freshly cut, crisp and flavorful. I had the beef rice, which I also happily enjoyed. They also serve you LOTS of food, and on one of the flights they also gave out high quality ice cream. The seats are fabric, which I like a lot better than leather. Movie selection is not huge, but it is good. Games are also fun. Landing, takeoff and flight vas VERY smooth I experienced little to no turbulence, so very friendly to me and skilled pilots. I like this airline.

Incredibly bad website! The booking system is a nightmare, the app is not working, the all website is a joke. I tried 5 times to check in during the day, I had every time a new error message or just the page crashing. Error pop-ups in Chinese, I finally decided to give up.

Absolutely appalling food. The quality and choice was disgusting.

Check in online totally impossible as well.

5 different websites all of which did not let us checkin online :( there were points where it was almost comical (like go through 4 captures, enter your phone number, get a verification code to go to another screen that then asks you for your phone number and gives you more captions). Though one of the methods we tried to create an account with them and oh boy. They had a password filed that would only accept 6 digits... thats right, digits only, and none of the digits could be sequential i.e. 123345 is not allowed.... It is like the inverse of every other site trying to get to write a secure password and they are like naaa lets go for less than a million to brute force.

So after all these methods didn't work we tried their helpline 2hr without answer, the night before our flight because checkin only available 24hr before the flight... At some point I wonder if there some kind of inter-galatic sitcom we are secretly staring in. At least then an alian can have a laugh about all this.

Hopefully we will be let on the plane tomorrow.

I miss my luggage since 4 days. Called Air China customer support. After 15mins a person took the call. The only thing she said call not us, we are not responsible, call or write them. She gave me 3 email-adresses and one phone number, all not working.

If I could give 0 stars I would.

Air China cancelled my outward flight and had no intention of moving me to a new flight. They said as my flight wasn't within a week it wasn't a priority. I booked my ticket in plenty of time so it wasn't super expensive. I have now had to cancel that flight am I am trying to rebook with a new airline. I will now be paying double what I originally paid because I have already booked the hotels for the original dates.

The worst bit is that I can still see my original flight on Skyscanner and I have never been given a reason as to why they removed me from it.

Will NEVER use this airline again.

Staff on plain ignore call button but if chinese person press they rush to , told crew m6 wheelchair was on board from a connecting flight she said no I argued it eas she said ok walk then , can speak enough English to be rude.
Food good for flight inboard tv system hit and miss wont fly through China again absolutely no manners

Their online check in does not work. how can a big company like this have a website with so many errors. I would recommend everyone to stay away from them

Never use this airline no matter what.
We flew from London Heathrow to Beijing then onto Manila.
When we boarded the plane my wife went to use the toilet and they were absolutely disgusting 🤢. Not from previous passengers but because the plane was so dated and things not cleaned.

The most annoying part of our journey was that both our entertainment systems didn’t work. In a 10 hour flight it’s not acceptable. Complained but they did nothing.
Also only offered drinks before your meal so on a 10 hour flight two drinks is shocking.
We will never fly with them again.

I am writing to submit a formal complaint regarding Air China’s handling of my confirmed flight tickets, which were unilaterally cancelled without justification or proper resolution.

On 2 March 2025, I purchased four round-trip flight tickets (two adults and two children) between London, United Kingdom and Hong Kong, operated by Air China, through the online travel agency Gotogate. The booking was successfully confirmed, and a confirmation email was issued at the time of purchase.

However, on 14 January 2026, I was informed that these Air China tickets had been cancelled. No reasonable explanation was provided for this cancellation.

Since then, Gotogate has repeatedly followed up with Air China on my behalf. Unfortunately, Gotogate has consistently informed me that Air China failed to provide any response or meaningful feedback, resulting in a complete lack of progress. As a customer, I have been left in an unacceptable position where:
• The tickets were cancelled unilaterally by Air China;
• No alternative flights or rebooking options were offered;
• Only a refund was mentioned, despite the cancellation occurring close to the departure date; and
• Air China has not cooperated with Gotogate to resolve the issue or assist affected passengers.

The original departure date is 13 February 2026, and this last-minute cancellation has caused significant disruption to my family’s travel plans. Offering only a refund, without any alternative arrangements or assistance, is insufficient and unreasonable, particularly when the cancellation was not initiated by the passenger.

I consider Air China’s actions — cancelling confirmed tickets without explanation, failing to provide alternatives, and not responding to follow-ups from the issuing agent — to be highly unprofessional and unacceptable.

I hereby formally request that Air China:
1. Provide a clear written explanation for the cancellation of my confirmed tickets; and
2. Offer reasonable remedial options, such as rebooking on comparable Air China flights or other appropriate arrangements, rather than refund alone.

Should this matter remain unresolved, I will have no choice but to escalate this complaint to relevant consumer protection authorities and aviation regulatory bodies, and to pursue further action as necessary.

I expect Air China to take responsibility for this matter and respond promptly.

All their websites and app are rubbish. I cannot check in online. The website is so slow and has lots of error. I will not fly with them again!

I had to fly home with a recently fractured foot, and this airline was incredible. Very supportive, wheelchair support given (including during a quick transit through China where I was rushed through security) and on both flights they moved my seat to allow me extra legroom. I am very grateful to have flown with such a great airline.

I left my earphones on the flight and have just been informed that nothing was reported and they haven’t been found. This means two very unpleasant possibilities: either the aircraft is not properly cleaned and checked between flights, or someone from the crew took them. Absolutely unacceptable either way.