China Eastern (ceair.com) has a 1.9 out of 5 rating on OK.one, based on 294 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 66% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 140 of them were added in the last 12 months. Last updated 2026-10-25.
Most reviewers were unhappy with their experience overall. Travelers frequently mentioned that customer service was completely non-existent, making it nearly impossible to reach anyone by phone or email to resolve urgent booking issues. Consumers also complained about poor meal choices during long flights, noting that they received very little food or options that failed to meet their specific dietary requirements. Some reviewers were happy with the remarkably attentive staff and found the overall travel journey very comfortable and smooth. Passengers additionally appreciated seamless airport transfers, modern airplanes, and friendly crew members who provided professional care during specific trips.
Auto-generated from all reviews of this business. For reference only.Lots of complications and poor service. China Eastern Airlines doesn't have an app that works and web site is hard to follow. I did get lactose free meal via email request. The air craft is tight and food was tasteless. There were no snacks and wine option was removed on return journey. Eventhough the flights were punctual I would never use again.
We travel around the world with all kinds of airlines, but so far, not a single airline has cancelled a flight when the exact same flight is still being offered for sale — just at a higher price. This experience has seriously undermined our trust. In the future, we will no longer fly with Chinese airlines.
1,000 yuan for just 1 kg of excess baggage. Seriously, China Eastern? I was flying from Beijing to Moscow on a premium fare, with an allowance of two checked bags weighing up to 23 kg each. One of my suitcases weighed 24.3 kg. For just 1.3 kg of excess baggage, the airline demanded 1,000 yuan (approximately $140)! The most absurd part? It’s a flat fee. You pay the same amount for 1.3 kg of excess baggage as you would for 9 kg. I understand that rules are rules, but is this charge really reasonable? A premium fare, yet the airline’s attitude toward its passengers leaves a lot to be desired. Think twice before choosing China Eastern. Even a tiny amount of excess baggage could cost you a fortune.
They should do repairs on their planes when they are in the hangar, not leave them for after the passengers have already boarded the plane (been sitting here for 3h here already). Btw their flight entertainment system is very suboptimal: I wanted to watch the movie Predator Badlands and it only has Chinese subtitles! Imagine trying to watch a movie where they only speak in Klingon... Last but not least: they ran out of the meal alternative and just served us the only option left without warning.
Horrible, horrible experience with this airline. The customer service is extremely frustrating, and dealing with the bots/humans feels like talking to aliens, you get no sensible or useful responses. Even something as basic as communicating vegetarian meal preferences is made unnecessarily difficult and eventually rejected, with the excuse of limited meal options. The entire process has been incredibly disappointing, from the staff and customer service to the overall experience. I would definitely never even think of flying this airline again. After this experience, I honestly wonder how they continue to operate with such poor customer service. I wanted to give negative rating!
Really the last company I wish to flight in !
AVOID THIS AIRLINE AT ALL COSTS. Spend the extra hundred bucks or whatever to fly with a better airline. Singapore Airlines, Korean Air, WHATEVER, just avoid China Eastern
I had an extremely disappointing experience with China Eastern Airlines regarding severely damaged luggage on my recent flight (Flight：MU7363 on 13th August]. Upon arrival, my RIMOWA luggage was completely destroyed. RIMOWA’s official service center inspected the suitcase and issued an official "Unrepairable Certificate (Total Loss)", confirming that the item was damaged beyond repair during transit. Despite providing official proof from RIMOWA, China Eastern Airlines' baggage department completely dismissed the extent of the damage. They offered an insulting compensation of just RMB 500 (around £55), claiming internal limitations and demanding original purchase receipts for an item bought years ago. They have shown a total disregard for passenger rights and their legal obligations under Article 22 of the Montreal Convention, which sets liability limits up to 1,288 SDRs (approx. £1,350) for destroyed luggage. Their customer service is rigid, uncaring, and completely unhelpful. I have now escalated this matter to the Civil Aviation Administration of China (CAAC), the UK Civil Aviation Authority (CAA), and consumer protection bodies. Avoid flying with China Eastern Airlines if you value your belongings. Absolutely terrible service and customer support.
I’m leaving this review so other travellers can hopefully avoid the experience I had with China Eastern. I booked a flight from Auckland to Paris, and it was cancelled the night before departure, with only an email saying it was due to weather. No real explanation, no useful instructions, and no assistance with alternatives. I had connecting flights and a four-hour drive to reach the airport, so I immediately contacted Flight Centre NZ. Over the following two days, I spent around 10 hours on the phone trying to get information, rebook or obtain a refund. Communication between the airline and agency was extremely poor. I was eventually offered another flight, but it sold out before it could be confirmed. I asked for a full refund and had to book another airline myself, losing time and money and having to rearrange accommodation and other plans. What made the situation even worse was being charged NZ$400 for the refund, despite the fact that China Eastern had cancelled my original flight. Unfortunately, I still had to use China Eastern for our return journey because of other bookings. Even the VIP lounge experience in Shanghai was frustrating: after waiting around 1.5 hours for a shower, I was told I had to pay again because my two-hour lounge allowance had expired. They eventually let me use it after I complained. I understand that bad weather and cancellations can happen. What matters is how an airline handles the situation afterwards, and in my experience, China Eastern handled it extremely poorly. After 12 years of travelling, this was one of the worst airline customer-service experiences I’ve had. I will never fly with China Eastern again and would not recommend them.
very bad experience, staff was unhelpful to say the least, no customer service, no reply to email, phone number keeps ringing no reply...
This is definitely the worst airline I have ever had the displeasure of booking a flight on. They changed the timing of a connecting flight to 24 hours later and so I had to cancel the ticket. Went to their Singapore office and lady there refused to help; said we had to do it ourselves online. Went back and tried to do that but didn’t work. So I called them, and after 30 minutes of waiting on the line I finally managed to speak to a live agent. She took in all my details and assured me that I will receive an email in the next one to two days to confirm my cancellation. It’s been more than a week and nothing came through. I sent them two emails, no response. Tomorrow I’m going to the police station to lodge a crime report against the airline for cheating.
I am a REGISTERED BLIND customer using Business class, for the 1st time ever, to travel to Japan courtesy of my son-THANK YOU BOUY :) Tbe China eastern airlines staff were ABOVE & BEYOND service satisfaction because I felt SAFE & COMFORTABLE every step of our journey. Our return trip ended up being 30 hours plus an hour delay BUT this DID NOT bother us in the slightest, infact, it made our trip that much more BETTER! The BEST travel experience I have ever had Thank you China eastern airlines, THANK YOU :)
we reserved seats online, however seats got cancelled so we checked in at the desk and the guy literally put me and my wife apart, while some friends groups were check in next to each other when mentioning the staff was not helpful at all and just said "it's not my fault" never booking again this airline old uncomfortable seats, movie options have a small variety
Genuinely the worst experience with an airline I've ever had, and that includes having my flights cancelled day of with EasyJet. Their customer service is literally non-existent. The UK team doesn't pick up the phone or reply to emails. The Global Live Chat tells you to call the Global Helpline which is £4 per minute. If you opt to call the helpline, you are placed on hold for two minutes before being told by a pre-recorded voice that all assistants are busy and that you should call later. Genuinely mental how an airline can be this unhelpful.
the website is extremely outdated. the registration process takes too much time, changes are hard, the site looks old fashioned. taking the app i actually thought it was a fake app
My GF and I decided to do a Euro trip. With all the issues going on with the middle east, we decided to go via Asia. Well I wish I never did that. Our agent messed our meal requirements up. So we tried to get in touch with China Easter. They finally got back to me the day of flying out, which took me to a website where I got blocked cause China has banned anything Google. Tried to download the App, apprently even doing that is impossible. So we pretty much sat on a plane for 28hrs with little to no food and the entertainment system didn't even work on 2 flights. I know you get what you pay for, but seriously. If you are going to offer International services, please beware that the rest of the world uses google and there needs to be a better form of services where customers can actually communicated to your staff. At the end of the day we got where we need to go, but very exhausted and hungry. I will never book with China Eastern again its too much effort for saving a couple hundred dollars. I would have book Cathy Pacific if I could go back in time.
Very upsetting experience with China Eastern Airlines I travelled with my 9-year-old son on China Eastern flight MU213 from Shanghai to London Gatwick on 31 August. While we were waiting on the ground before take-off, my son developed stomach cramps and urgently needed to use the toilet. I explained this to a cabin crew member twice, but he was not allowed to go. What upset me most was that I was then told that my 9-year-old son could urinate into an emergency sick bag at his seat. He was extremely embarrassed and refused because we were surrounded by other passengers. Eventually, he became so desperate that he had to urinate into a drinking cup at his seat because he could no longer hold it. I completely understand that airlines have strict safety procedures before take-off, and I would never expect cabin crew to compromise passenger safety. However, I believe an urgent situation involving a young child in pain should have been handled with much more compassion, sensitivity and dignity. I later raised the matter with the cabin manager, but I was particularly disappointed that we did not receive a meaningful apology for the distress caused to my son. I have made a formal complaint to China Eastern and hope they will investigate what happened, explain whether the situation was handled according to their procedures, and ensure that another child is not put through a similar experience. Safety is extremely important, but so are compassion and the dignity of a 9-year-old child.
No refund, no contact, no flight, nothing; just stealing money.
The worst of the the worst! Customer service told you that they had no access to email of complaints, and they could not find your ticket because of some reasons. The onboard agent refused to follow policy on China Eastern Website, insisted that they had their own rule at the airport ( wth?). In short, run away from this airline!
Website format doesn’t let you tick terms and conditions. Everything is so poorly made. The whole experience is bad.
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