Useless in Beijing Airport when we desperately required urgent assistance.
We were instructed by Dena Travel AKA Skygate to have our tickets reissued because we had supposedly agreed to changes by the airline (We actually hadn't agreed to any such thing), just as we were boarding the plane from Melbourne Airport. When I asked for assistance to do this the representative was very sympathetic but kindly told me that he couldn't do that now because, in fact, the office in China would be closed so I would have no trouble having the tickets reissued at Beijing Airport where we had a 6 hour stop over. Upon arriving in Beijing, very tired I spent most of that time trying to have these tickets reissued, I was sent all over the place - even to the wrong airline only to be finally told that they couldn't help me I'd need to do this at Paris Airport, by then I gave up and had my 27-year-old daughter handle things via numerous emails back in Australia. When we finally made our return trip (which much trepidation), the issue of ensuring my 13-year-old son being on the same plane us had been resolved but they had messed up the baggage and seating arrangements. Thankfully, the staff in Paris were very helpful and on the ball and managed to rectify the situation - something that their Chinese could not comprehend or fix in Beijing. I lay most of the blame for our troubles at Dena Travel's feet but I feel that Air China could have rectified the situation in a much more timely and easier fashion. We had been trying to fix this problem for a number of months BEFORE we even left Australia.