GetHuman: GetHuman-joannaki - can you tell our other Air China customers when your case took place?
GetHuman-joannaki: Yes. It was afternoon, on December 3rd.
GetHuman: Did you reach out to Air China, and if so, how?
GetHuman: And which of these common Air China customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-joannaki a list of common Air China problems)
GetHuman-joannaki: "Baggage problem" was why I was trying to call.
GetHuman: So how would you sum up your experience for GetHuman's Air China customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-joannaki: Complaint for Air China
GetHuman: Can you tell the rest of us a bit more from what happened on 12/03/17?
GetHuman-joannaki: Dear sir or madam,**I am writing to ask for $*** cash compensation or Air China voucher for the huge inconvenience I encountered during my recent trip from U.S. to China.**I was trapped in Beijing one day due to Air China's fault, and one piece of my luggage was broken by Air China (image attached). **I took Air China from SFO to Nanjing, has one stop in Beijing (CA***&CA****), on April **, ****. E-ticket number:*** **********. I bought the tickets from Air China official website, not from agent. The first flight, CA*** was delayed more than one and a half hours, and landed at Beijing at *:** PM, more than one hours later than the scheduled time. Moreover, my next flight, CA****, stopped boarding at *:**pm (this time has been confirmed by more than one representatives of Air China's customer service), which left me less than ** mins to catch the next flight, including the taxi time, waiting for people ahead of me taking off on the plane etc., which is impossible especially for a woman older than ** years who went to Beijing airport for the first time like me!! I still ran as fast as I can try to catch the next flight, and reached the gate around *:**pm out of breath. However, the Air China staff at the gate refused to let me board, saying it was too late -- there was still **mins before the scheduled time of taking off. Then, the Air China staff said all flights the next day were full that I had to wait for TWO days! Actually there were still many seats of coach class, business class and first class next day at that time, however, they refused to upgrade me to these class -- in U.S. for cases like this, the airplane company will give the customer the soonest next flight and upgrade them to whatever class available. Air China refused to do so. **What the worse was, the Air China staff refused to accommodate me, asking me to find hotel on my own! I am more than ** years old, didn't have cell phone nor computer with me, first time to be in Beijing airport, and it was late that day. I begged many people to help me to find a hotel in the airport, but no one helped. Almost after three hours, finally, a secure guy pitied me and used his cell phone to book a hotel for me. When I reached the hotel, it was almost midnight! I have many health problems like high blood pressure, headache and insomnia. I just finished a very long flight, almost ** hours. I must have a good rest which I had ZERO that day. **My daughter and my son in law found I was treated horribly and worried about my health, so they decided to contact Air China's customer service themselves to try to find a earlier flight to get me back to Nanjing, my home. She has a full time job as sr. software engineer, and my son in low is a lawyer. Their jobs are very demanding. However, contacting with Air China customer service in China is time-consuming. So my daughter had to take half day paid time off to do this -- which cost her $***.**, her paycheck is $***.** per day. You can check the phone call history regarding my ticket to see how many times and how long she called the Air China customer services -- BTW, the phone calls were cut off more than once when she called so she needed to call back and started over again many times! **After a couple of hours phone call, finally my daughter found me an earlier flight, and the only flight available the next day, which took off at *:**am. I literately sleep zero minute that day, and left the hotel *:**am in the morning to the airport. *When I reached home, I sadly found one of my luggage was broken (images are attached)**The whole experience was horrible. It was totally the Air China's falt to cause me missing my flight. It does not make any sense that Air China did not provide me any reasonable help and accommodation, but left me alone to suffer the whole thing, which also results in my daughter loosing her half day paycheck! In addition, Air China broke my luggage.**I am asking at least $*** cash compensation or Air China voucher.*Thanks,**Best,**Liyun Han
GetHuman: Let's quantify your experience contacting Air China. On a scale of 1 to 5, how easy is it go get help on a Air China problem?
GetHuman-joannaki: I'd give them a one out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-joannaki: I'd give them a one out of five on communication.
GetHuman: And what about Air China's ability to quickly and effectively address your problem?
GetHuman-joannaki: For that I would say three out of five.
GetHuman: And finally- any advice for other Air China customers?
GetHuman-joannaki: Call them early in the day or late. Don't forget any personal or account information you might need for Air China to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-joannaki taken from his Air China customer service problem that occurred on December 3rd, 2017.