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.
We flew from Singapore to Budapest, with two layovers in Ningbo and Kunming. After our flight was rescheduled, we had to depart earlier from Singapore, which was manageable since they covered two nights in a hotel. However, we still haven't received any information regarding our claim. Upon arriving in Budapest, we were notified via email that our flight had been rescheduled again, requiring us to stay an additional four nights. Since then, I have made numerous attempts to contact them through calls, messages, and emails over the past three weeks while we are here in Europe, but have heard nothing in response. To be fair, my experience with the flight attendants, especially on Shanghai Air, was satisfactory, but the overall experience has been truly frustrating. It’s hard to imagine if I were in a more precarious financial situation, as I could easily find myself struggling in the cold winter streets. As I write this review, I am still waiting for any communication from CE regarding compensation and solutions to our ongoing issues. Also , I am with a CHILD.
Complaint Regarding Poor Service on China Eastern Flight
Dear China Eastern Customer Service,
I am writing to formally complain about the disappointing experience I had during my recent flight with your airline, from Shanghai to London Heathrow. After spending a significant amount of money for what I expected to be a comfortable and well-served long-haul journey, I found the overall service to be extremely poor.
The issues began when a member of the cabin crew dropped a tray of food on my partner, which was both alarming and uncomfortable. This incident set the tone for the rest of the flight, as things only seemed to worsen from there. After receiving our meals, we were left waiting for the hot roll that was supposed to accompany the meal, but it was never brought to us, despite other passengers receiving theirs.
Additionally, the drinks service was inadequate. Throughout the flight, drinks were limited and rarely offered. I had to ask multiple times for something as basic as a refill of water, which should have been part of the standard service on a long-haul flight. When I finally requested to have my water bottle filled, it seemed there was an issue or reluctance from the crew, which added to the frustration.
Considering the high cost of the ticket and the length of the flight, I expected a much higher standard of service. The lack of attention to detail, the poor communication, and the overall experience were extremely disappointing. As a result of this, I am now hesitant to choose China Eastern for future travels.
I sincerely hope this complaint reaches someone in a position of authority and that these issues are addressed to prevent such negative experiences for future passengers.
Thank you for your attention to this matter. I look forward to your response and to hearing about the steps you will take to improve your service.
Sincerely,
Kamil
I had an extremely disappointing experience with China Eastern Airlines during my recent trip from Dubai to Tokyo via Shanghai. Our flight from Dubai to Shanghai was delayed by 3 hours, resulting in us missing our connecting flight to Tokyo.
The situation was handled very poorly. We were left waiting for 4 hours in Shanghai in their Customer Service to sort out our tickets, only to be informed that the next available flight was on the following day. Despite this significant disruption, the airline provided no accommodation, meals, or even basic refreshments. The lack of communication and assistance from customer service made an already stressful situation far worse.
This experience fell far below expectations for an international airline. I would not recommend this airline to anyone looking for reliability and good service.
First they lost our luggage and expected us to chase up every stop to see where it was. We returned after a 3 week holiday still without luggage or any help tracking it down. But before we left they canceled the first leg of our return journey which we had to rebook and pay for ourselves. No refund, no compensation.
The worst airline I have ever been on.
Never book with this company.
The WORST flight company I ever experienced - and I have travelled quite a lot. Never in my life I experienced such horrible service. Connecting flight from Osaka to Shanghai cancelled due to weather conditions, while all other flights were simply delayed a couple hours. No one told us it was cancelled, we found out just from the electronic table. Then we were left completely alone.
Incompetent staff with poor english gave us a piece of paper with a Chinese call center number - giving instructions in chinese - for rescheduling, and a QR code which wasn't working. Nobody answered that number for 3 days, and I can assure you, we tried all day long.
We spent so many hours at the airport complaining and trying to find a solution, and on their shitty website which never works in any part - login was broken, rescheduling always threw errors. It was literally impossible for us to reschedule any solution offered by them. We were even joked by the one guy at their checkin that ”other people managed to do it", like it was our fault, then told to ask full refund and rebook. This joke company will not do it for you on their own flights. Of course, all other flights were too expensive, so we were forced to stick to their crap service. First availability after 5 days, which destroyed all our return plans. We were enraged and desperate, but this didn't change their effort a single bit.
While their call center didn't work, we even try to buy it ourselves, using third party instead of their crap website. Purchase confirmation never arrived. After 3 days, we managed to speak to english operator on the call center and got the flight rescheduled.
Fast forward 5 days, we manage to finally board their aircraft. More than 1h delay due to some transfering of passengers from another flight. On board entertainment is poor and mostly in chinese, food was also sub-par compared to your average fast-food delivery. Shangai airport was also a bad experience, staff is rude, free internet didn't work. We managed to land safely and, as cherry on top, they lost one of my luggages, and returned it after 2 whole days.
Yes, it's the cheapest offer around; but what you think will be spared in terms of money is actually spent in time, additional nights at the hotel, and nervous brakedown.
This crap company should not be allowed to operate in any civilized country.
Avoid it at all cost.
Me destrozaron la maleta y dan la callada por respuesta
On September 11, I traveled with China Eastern Airlines and they broke my suitcase. Upon arriving at Barajas airport, I put the corresponding claim in AENA and processed it as I was told. To this day and after many calls to different phone numbers with changing opening hours and quite a few emails, I still have no answer. I think their way of acting is a lack of respect and responsibility and of course I will not travel with them again. Breaking a suitcase or causing problems but it could have been something more serious and their customer service gives the silence as an answer.
BEWARE!!! NOT FIT FOR PEOPLE WITH MOBILITY ISSUES.
I booked a return ticket from London to Shanghai in October 2024 for my father and myself. My father is 87 years old and has mobility issues. I tried calling China Eastern customer service number many times as soon as I booked the flight tickets to let them know that we would be taking our electric mobility scooter with us on the plane. However there was no one answering the call. In desperation, I completed a complaint form online and the sales team of China Eastern reached out to me. They told me in an email that I could bring the electric mobility scooter with me on the plane. It will need to be checked in. I have no problem with that. They also mentioned that the lithium battery should be below 300 Wh and would need to be carried on board the aircraft in my hand luggage. I also do not have a problem with that. On the departure date, we checked in at London Gatwick. The check in staff checked the battery and was satisfied that it was within the airline regulations and we were able to board the plane. On 30 October at Shanghai Pudong International Airport, when we checked in for our departure from Shanghai, we were not allowed to carry the lithium battery on board. I showed the check in staff the email from China Eastern stating that the battery can be carried on board as long as it is below 300 Wh and the label on the battery clearly states that the power was 269 Wh. The staff would not budge and was not interested in talking to me. They do not speak English. Their attitude was very rude. They took away the battery. We had to board the plane without the battery. At London Heathrow Terminal 4 where we landed, I went to their customer service desk (opposite carousel 5). I was asked to speak on the phone with a lady called Tina who promised to look into it but so far have not heard anything from China Eastern. I was not given any case reference. I emailed China Eastern again. They replied asking me to call their customer service line on +86 212 069 5530. I called the number but I get a recorded message in Chinese. There is no option for English Language. Customer service does not exist at China Eastern. Their website says one thing but the staff on the ground makes their own rules. This airline has failed people with mobility issues. So please think twice before travelling with China Eastern. The service on board is standard. It is a "budget" airline. The food is predominantly Chinese (to be expected). The entertainment on board is very limited. If I could give a negative rating, I would.
A piece of crap airline--the worst so far.
Booked and paid for a domestic flight for November and after being notified of the flight number change, today they are notifying me that the flight is cancelled and that I must rebook as soon as possible!!!
But that I have to rebook me?????
You cancelled the flight, you book me another similar flight!!!
Just sucks...by now I've planned vacations to China but never again let alone with this airline
I have asked for a refund but who knows if I will ever see it
You really suck... but from the Chinese what can you get....
Absolutely avoid if possible
My family of 4 flew from the UK to Korea. We have food allergies and informed the airline within 72 hrs of flying. Had reconfirmed at check-in. Check in was easy and had connecting flights in Shanghai. The staff were marvellous and couldn’t do enough for us. The food was as expected but as a seasoned traveller tolerated the meal as the price was super value for money. We booked the flight via booking.com and selected meals however, do be aware that your choice will not be registered with the airline. Would definitely recommend. The flight attendants were very pleasant and professional.
I won’t fly with this company again, not even under torture.
They are cheap but it’s not worth it.
The tv/pad in front of you on a flight of 11 hours it’s useless, just few bad and old movies, no games available, prehistoric audio files.
The “food” are meals that even pigs would say “no thank you”.
NEVERMORE
Charged twice for 1 ticket; nearly impossible to reach
For no reason, the airline charged me twice for the same ticket (identical amount, but only 1 ticket). The London office leaves you on hold for long periods then disconnects - spent 4+ hrs over 2 days, impossible to reach. Hong Kong Office denies knowledge of double payment. Seemed stressed/busy, not keen to discuss/look into. Also could not reach them today, after further long period on hold. Now raising a dispute with my bank. A huge amount of time/paperwork and unsure I'll ever get the extra payment refunded. I will try really hard to find any alternative, to choosing this airline in the future. I travel a lot. This is the worst airline experience I've ever had.
Worst airline I’ve ever travelled..cancelled return tickets so got separated from family to travel back home. Had to buy our own single ticket to get home. Flights cancelled with no details if we are on the connecting flights. Delayed luggage as misinformed of re-checking in at Shanghai due to visa and immigration. Bags arrived 10 days later. No way of compensation. Shocking service and flights are below average
Lost our luggage then made it seem that it was our fault. Was promised an upgrade on our return flights. This how ever never happened even after asking at the airports and in flight and showing the communication. Wouldn't use them again solely on the service.
ZERO! WORST AIRLINE EVER!
I had to arrange for my dad from Manila-Shanghai, Shanghai-London and vice versa to bring his own portable oxygen concentrator. As he has long Covid he needs oxygen and wheelchair assist due to shortness of breath.
NOTHING WORKS.
ONLINE WEBSITE: Does not always translate to English. Incapable of and inflexible with inputting English names or phone numbers so I was unable to submit the necessary documents online.
PHONE SERVICES UNAVAILABLE AND COSTLY: Phone branches in the Philippines and London no answer, or either the wait is too long and the cost of calling is too much what is wrong with your technology???
CUSTOMER SERVICE POOR: they have stupidly absurd strict policies that do not make sense such as the 48 hours time limit to submit these paperwork’s before the flight time. I CONTACT AND EMAIL YOU THROUGH ALL THE APPOINTED BRANCHES AND DUE TO YOUR INCOMPETENCE THIS HAS LEFT THE CUSTOMER BEGGING FOR CENTRAL OFFICE TO ALLOW THIS EXCEPTION BECAUSE OF THESE ANCIENT POLICIES AND PROCEDURES.
Other airlines that we have booked with have a a smoother experience when requesting for the allowance of bringing a POC on board the flight and wheelchair assistance these are: AIRCHINA, CATHAY PACIFIC, KOREAN AIR, BRITISH AIRWAYS.
The question is why is it more stricter and difficult with you???!!!
Worst customer service ever, if you are not chinese.
I made a mistake in my passport number during the booking process and realized once i had the confirmation.
Impossible to reach their customers services, by any means. Social media, email, wechat,anything.
I found a whatsapp number from their branch in Amsterdam (I am in Indonesia....) and got the worst treatment from the person in charge....ending by "if you dont agree with this, call this number....". Of course no one answer.
I prefered to cancel my flight and lose a bit of money than flying with them.
I was scared to fly this airline as I read so many negative views. This is my experience.
- I flew from Sydney to Rome
- Back from London to Sydney
- Could not beat the price for a full service flight
I was 10-15mins late for check in for my return flight from London (as my earlier connecting flight was delayed significantly which caused this) and the last two ladies remaining at the check in desk were MORE than accomodating!!! I couldn't be grateful enough!!!!!
Even though they had signed out of the computers, packed up the online check in and closed off the online roll call, the manager asked her co-worker to check if the passenger list had been submitted or if she could open it up and add me - they were unsure if they could if it was submitted. They managed to access the list and added me! They could have easily not helped me too as I was far past the check in time.
They told me I had to run for my flight as I might not have made boarding (I literally JUST made it running through security and the airport).
I had to sign a waiver that my bag may not arrive on the same flight (it did).
My bag was oversized too and I had no issues taking it (kite/golf bag).
Hot tips:
- They accept oversized bag
- I recommend booking directly with them (not through a third party website like booking.com like I did, so you can check in in advance, and deal with them directly if you need to change flights)
- their food is very mediocre, bring your own if you are fussy, or pay $1k more for the same flight with a Tier 1 aeroplane that serves better food
- If you are vegetarian or fussy I would recommend bringing your own food
- They serve Chinese food like noodles, rice, veggies and meat, red bean soup...may be unusual if you have not been exposed to real Asian food
- I'd recommend being certain when booking your seats and flight day/time as it may be hard to get a hold with them to confirm anything
- Note that the last row of seats do recline, however if you need to change your seats after choosing, go slightly earlier to the airport and request the change when checking in.
- The air hosts are lovely and professional.
- The economy seats were fine and standard per any aeroplane
- Limited Hollywood movies but you will find something
Couldn't be more grateful for being able to check in to my return flight. For this price and service would definitely fly again. Just make sure you're organised!!
Despite booking tickets and obtaining confirmation, the China Eastern counter did not allow us to board the flight, claiming they had no seats for my family and I. Worst of all, the airline refused to refund me the price of the tickets. Called the hotline and they just brushed it off. Absolute fraudsters!!
Absolutely terrible I was waiting in line for baggage check in and the lady at the business desk was blatantly rude to me she ignored me completely and when I finally spoke to her she was so snapy and dismissive, then when I went to ask her what her name was she said no I'm not telling you my name I wasn't being rude and lied then I told her I am going to go to go to the manager and left
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