Air China Customer Service Issues

Subject: Urgent: Luggage Missing on Flight CA115 Dear Customer Service Team, I am writing on behalf of my parents, J. and G. Curran, regarding their recent experience with flight CA115 being cancelled without notice while waiting in the Business Class lounge. Despite their efforts, they were rebooked on flight CA107 to Hong Kong, but unfortunately, they were informed that their luggage would not be on the same flight. Given the inconvenience and the significant cost of their Business Class tickets, I kindly request confirmation that their luggage will be delivered to flat 19, [redacted] Tung Lo Wan Road, Hong Kong Island tomorrow. This address is also clearly labeled on their luggage tags and landing documentation. As elderly passengers, it is important to me that their journey stress ends upon arrival. Having their luggage delivered to their residence would greatly improve their overall experience and allow them to begin their holiday without further delays. I appreciate your prompt attention to this matter. Sincerely, Brett Curran

Upon arrival at Air China check-in, the two premium economy seats I paid for had been reassigned to the regular economy section due to a change in planes. Despite expressing my concerns, the check-in representative claimed no business class seats were available on the full flight. However, upon boarding, it was evident there were open seats in business class. Ultimately, we were forced to settle for economy seats. I am disappointed with the miscommunication and would like a refund for the premium economy upgrade that was not honored.

Hello, I purchased an airline ticket for my son to travel from Vietnam to Zurich with Air China. Unfortunately, I made an error in his second surname. His correct name should be Sebastian Solano Hernandez, but the ticket shows Sebastian Solano Alpizar. I have been trying to reach Air China's call center for assistance with no luck. My son urgently needs this surname corrected, as he must present the ticket to enter Vietnam for his connecting flight from Hanoi to Zurich. The Air China confirmation number for the booking is MHFMSR, my son's passport number is [redacted], and the invoice ticket number is [redacted][redacted]. The flights involved are CA [redacted] from Hanoi to Beijing and CA [redacted] from Beijing to Zurich on October 5, [redacted]. I would greatly appreciate a prompt response to address this matter. Thank you.

Subject: Ticket Name Correction Urgently Needed Dear Customer Relations Team at Air China, I am reaching out to address a critical issue with the flight tickets my elderly parents purchased to visit me and my family in Australia. The tickets, bought through a German online travel agency, have been incorrectly issued in the name of only one parent, my father, Charles. Regrettably, my mother Chantal's name is missing from the bookings. The situation is particularly distressing as my parents are retirees who have saved up diligently for three years, facing multiple challenges along the way including my mother's recent health struggles. The upcoming trip to Australia to see their grandchildren is of immense emotional significance to them. After consulting with Air China staff in Australia, it was clarified that this is a genuine human error, and they offered to assist by refunding the ticket if a new one is purchased. However, due to the tickets being issued in Germany, local authorities were not as accommodating, citing policy restrictions. I implore you to show compassion and understanding in this matter. Surely, there must be a way to rectify this oversight without causing financial strain on my parents. I am willing to pay any necessary administration fees to resolve this promptly. I come from a travel background myself and appreciate the importance of adhering to regulations, but this case calls for flexibility and empathy. My mother's well-being and peace of mind are at stake, and a swift resolution would mean the world to our family. I eagerly await your prompt response and kindly request your urgent attention to this matter. Sincerely, Natascha C.

Name: Aruna P Patel Travel Date: November 28th LAX to BOM Ticket No: [redacted] Missing Item Tag No: CA [redacted] Flights: CA0889 (PEK to BOM) & CA0988 (LAX to PEK) Issue: I did not receive a wheelchair upon arrival, faced delays, and lost my rollator walker. Filed DF-[redacted] form with Air China Bombay office but no response. Mumbai office located item but demands shipping charges. Paid for business class & received no service. Requesting assistance to ship my item to provided address: Aruna P Patel c/o Asmita Vikas Kendra AT/POST: TRALSA TAL/DIST: BHARUCH State: GUJARAT ZIP: [redacted] Contact: +91-[redacted] Email: [redacted] Appreciate your assistance.

To whom it may concern, I traveled from Mumbai to San Francisco on December 24, [redacted], with a layover in Beijing. My e-ticket number is [redacted][redacted], and my baggage tag numbers are CA [redacted] & [redacted] (see attached image). The flight details were CA [redacted] from Mumbai to Beijing, and CA [redacted] from Beijing to San Francisco. One of my checked bags contained a valuable family artifact that was severely damaged. Despite being carefully packaged with fragile stickers, multiple layers of packaging, and sealing, the box was mishandled, resulting in the complete damage of the metal artifact. I contacted Air China Customer Support on December 25 and spoke to Isabella from the Los Angeles Call Center, who provided me with this email for filing a Damaged Baggage Claim. I have attached images of the broken artifact for reference. Please let me know if further information is required. I look forward to a prompt resolution to this matter. Thank you, Mukund Wadekar [redacted] [redacted]

I have a flight reservation from a third-party website and I need access to the main website to select my seat and verify the accuracy of my ticket. Despite numerous attempts, the system does not recognize my ticket. I have tried reaching customer service via phone for seven days without success, as it only directs me to an email option that is hard to understand due to audio quality. There's a limited time to press a button or the call disconnects. I am frustrated and eager to resolve this. I would appreciate help in obtaining a contact to speak with a customer service representative directly.

I would like to file a complaint and request compensation for the extended delay in receiving my luggage when returning from Delhi to Montreal on February 22, [redacted]. My baggage arrived 77 hours later on February 25 at 7:35 pm at my Quebec home. Upon my arrival in Montreal at 2:15 pm, my luggage was missing at YUL Airport, containing my winter clothes. I had to endure -15 degrees Celsius weather in only a t-shirt and thin coat. I attempted to contact the Montreal office for transportation assistance without success. I had to purchase necessary items before taking the VIA Rail train home. I am requesting monetary compensation for the significant delay in receiving my luggage. Air China confirmation number: PLSH10 Ticket number: [redacted][redacted] Air Canada Aeroplan number: [redacted]22 Thank you for your understanding. Michel D. [redacted] Niverville Avenue, Apt. 12 Quebec City, Canada G1J 5A1 Phone: [redacted]

I encountered an issue when booking a flight from Houston IAH to Nanjing NKG as I was directed to an error page. I waited to confirm if the reservation went through but received no email confirmation. Assuming the first attempt failed, I proceeded to book again successfully. My second booking has PZYK2L confirmation number and [redacted][redacted] ticket number. I noticed that I was charged for both reservations on my credit card, despite the lack of information on the supposedly unsuccessful first attempt. I am unable to process a refund for the initial ticket due to the absence of details like reservation or ticket numbers, as well as not being able to refund the second ticket as I lack information from the first booking, which I could not utilize for travel.

My friend from Fuzhou is soon traveling to Australia, and I will be picking her up at Brisbane airport. She is nervous about the flight and wants my contact information on her booking. She goes by the name Wang Zhenxin, which is on her passport and tickets. Please include my email as her contact at Brisbane airport and my phone number in her booking. Her name may be in your system since she owns Fuzhou Zhenixing building and steel factory. Wang Zhenxin lacks English fluency and won't travel until she has my contact details on her booking. My phone number, +[redacted]7, can receive SMS. I hope for your help with this matter. I am Peter Moses, and my Australian passport number is N[redacted].

Help needed urgently! I booked a flight ticket for my fiancé through kiwi.com with the reservation code PZWSD4. I accidentally entered his name incorrectly as Robert L Meyers Jr instead of Robert Leslie Meyers Jr, with a double typing error and an abbreviated middle name, and his birthday is 7 April [redacted]. Kiwi mentioned they do not usually allow changes, but this trip is essential as he is coming to meet my family, register our marriage certification, and celebrate our wedding party. We cannot afford to purchase a new ticket. If he cannot travel, it will be hard to explain to our families. I have attempted to contact your office without success. Please consider our situation and allow us to make the necessary alterations this one time. Thank you.

Hi, I require assistance with my flight itinerary due to a recent change. My confirmation number is NLBR9E, and the ticket number is [redacted][redacted]. I received an email notifying me of a departure time change to 14:50 on 4/19 instead of 1:30. Unfortunately, this change will cause me to miss my connecting flight in Beijing to Tokyo. Urgent help is needed to explore my options and potential flight rescheduling. Please contact me at [redacted]. I have attempted to reach your customer service team multiple times but have been unsuccessful due to high call volume leading to disconnections after long holds. Your prompt assistance would be greatly appreciated. Thank you, Sam

Dear Air China, I am writing to address a flight change that affected our trip on May 21, [redacted], from Beijing to Heathrow. Our original flight, CA787, was canceled and we were rebooked on flight CA937. This change has caused inconveniences as we had specific work commitments the following morning. The increased layover time at the airport has resulted in additional expenses for meals, accommodation, and transportation adjustments from Heathrow to Bristol. Due to these unforeseen changes, we may need to take unauthorized leave from work. We had carefully chosen the more expensive CA787 flight to accommodate our schedules. Additionally, the extended layover has disrupted our planned itinerary, leading to unexpected costs and time constraints. As our holiday plans are already in place, we seek compensation for the added expenses and inconveniences caused by this change. Your prompt assistance in resolving this matter would be greatly appreciated. Best regards, Tibor Gergely

E-ticket # [redacted]99 On March 31, [redacted], I traveled from Shanghai to Beijing en route back to Los Angeles post my trip in China. Due to a delay, I missed my connecting flight. The Beijing Airport staff provided a complimentary hotel room during the night; however, I was denied a room as a solo traveler since the airline does not cover single occupancy. Feeling weary and let down by Air China's service, I reluctantly shared a room with another female traveler who also missed the flight. The night was disrupted by her late-night phone argument with her husband, leaving me disappointed. I am seeking compensation for this inconvenience from Air China.

Subject: Change of Departure Date Inquiry for Flight from San Francisco to Manila Dear Customer Service, I am writing to request a change of departure date for my upcoming flight from San Francisco to Manila, Philippines. My name is Liza Macapayad and my ticket number is [redacted][redacted]. The original departure date was scheduled for September 25, [redacted], at 10:45 a.m. I would like to change it to June 20, [redacted], for the 14:50 flight. I am requesting this change because my daughter is expecting a baby around the original departure date. I have a few questions in relation to this change: 1) Will there be a fee for changing the departure date? 2) If I take the changed flight on June 20, [redacted], at 14:50 from San Francisco, could you please provide the arrival date and time in Manila? This information is needed for coordinating another domestic flight from Manila. 3) What is the carrier for the flight from San Francisco to Beijing on June 20? For my original departure date, the connecting carrier was United Airlines. I appreciate your assistance in providing the information needed to finalize these changes. Thank you for your help. Sincerely, Liza M.

My recent travel experience with Air China was extremely disappointing. I was flying from Los Angeles to Hangzhou with a layover in Beijing on April 2nd. Flight #[redacted] arrived around 6:25, and I found myself in a rush to catch my connecting flight. Despite my efforts, the process was chaotic, with long lines and language barriers adding to the stress. Unfortunately, I missed my connecting flight and had to endure a series of delays and confusion before being offered a hotel room for the night. The lack of clear guidance and communication only added to the frustration. On my return journey from Hangzhou to Beijing on April 8th, I encountered further delays and challenges. The overall experience left me feeling let down and inconvenienced. I hope to discuss compensation for the issues I faced during my travels with Air China and the airport staff in Beijing. Thank you.

My friend and I arrived on our first flight via Bangkok Airways at 11:40 a.m. We were scheduled to take a connection with Air China at 1:00 a.m. We reached the gate early but didn't have our boarding passes issued. We were told to go back to get them, but by the time we did, they stopped issuing passes. Returning to the gate at 12:40, we were denied boarding despite being early and having all necessary documents. Our names are T. Williams and T. Walker. Confirmation numbers are KaxQsr and MHQ0LN.

Hello, I have recently made a reservation with Air China for a flight from Delhi to Vancouver departing on August 11, [redacted]. My itinerary includes a flight with CA [redacted] from Delhi to Beijing (booking reference: CA/MJKXKE, aircraft: Airbus A330-[redacted]) followed by a connecting flight from Beijing to Vancouver with CA [redacted] (booking reference: CA/MJKXKE, aircraft: Boeing [redacted]-300ER). As a student traveling to Vancouver for educational purposes, I am carrying a significant amount of luggage, including books and personal belongings for a two-year stay. I kindly request information about the permitted baggage allowance in terms of dimensions, weight, and quantity. Since this is my first solo trip and I am relocating as a student for an extended period, I would like to inquire if there is a possibility of carrying an extra piece of baggage beyond the standard allowance at no additional cost. Best regards, Anureet K. S.

My checked baggage from my flight UA89 to PEK on Sat May 11 hasn't arrived yet. It was last seen at EWR airport with United using tag [redacted]. After that, I connected through NKG airport with Air China on Sun May 12 on flight CA1503. I've already filed a delayed baggage report with reference number NKGCA19623. United told me that Air China needs to handle the recovery, but I can't find Air China at EWR. Is there any way to confirm if my baggage is with Air China now? Could I get more detailed information on its locations as the online tracking tool is not providing clear updates?

Hello, I am Théo D., and I have contacted your call center numerous times. I need to change my flight from Taipei to Paris scheduled for the 21st of May. According to your agent on the phone, this change was confirmed, but it has been 5 days, and we have not received any further information. My reservation number is: [redacted] My name is Théo D. Email address: [redacted] Thank you for a prompt response as this is becoming an urgent situation due to the delay in communication. Regards