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 were very reluctant to fly with China Eastern given the poor reviews however we were pleasantly surprised. No check in queue, both flights left on time with good hosting on the flight. We had entertainment systems, decent leg room and an acceptable amount of recline on the seats. We were able to get vegan food (albeit simple) without having pre-ordered and a range of alcoholic and non-alcoholic drinks. All of our luggage arrived unscathed and on time to the right destination, and 2x 23kg checked in baggage allowance is very generous. A wholly pleasant experience.
Purchased a premium economy ticket . Went to the airport and comunicate that the aircraft don’t have premium economy seat . Not effect to upgrade for inconvenience, they ask ne to fly economy but not chance to fly businesses.
I booked with this airline via the agency Mytrip. My return flight was cancelled and they were unable to book me in at another flight, which I consequently had to book a separate last minute flight (with another airline) and pay a little fortune, so I could return back home. To make things worse, they have never refunded me - this was in early December and I have been trying to chase via Mytrip unsuccessfully.
I booked flights from Melbourne to Amsterdam with a stopover in Shanghai. The flight I had booked would depart at 0:35 am. This flight turned out to no longer exist, and I was only able to join a flight at 12 noon during the (next) day. I did not receive a message that the flight would not operate, I found out at check in at the airport. Afterwards it turned out that the flight was canceled at the time I booked! But it was sold, so fraud.
This caused me to incur additional costs (hotel to sleep). I have sent several emails to the company, to several offices (both Melbourne and Amsterdam) but have not received any response. Since it wasn't flying from a European city, I don't seem to be entitled to compensation.
Never book with this company!!!
booked a return flight from Amsterdam to Tokyo and within a week the inbound flight was moved by two days. A month later all flights were cancelled due to "scheduling issues". Apparently reembursement will take 10-15 business days. Fun fact, when I go online to find new flights for the same dates I see plenty of offerings by the same airline. What a scam, never again.
Tried to reserve a flight for BKK-Gatwick direction and at the final page of payment due to an unknown error the system rejected my reservation but charged my card!!!
Have been trying to get through to all of their offices from Shanghai to LA to BKK. At the Shanghai office they said they can see the order initiated but that tkt has not been issued nor that amount has been charged-what a selective system.
They told me to contact the LA office since the order was made at their US website-I did not chose it I was directed there, having a Thai IP.
Luckily got through to them after having been on the line for almost 2 hrs. They told me that they CANNOT find my reservation by any of the details I provided-Passport nmr, pending order number from screenshot taken at rejection of payment.
They told me to contact the BKK office since the reservation was made in Thailand. The Thai office is unreachable in any of their supplied numbers. Only through FB messenger they are letting off a few snippets of responses, saying I have to talk to America.
Agents try to be helpful but a wrecked reservation and communication system.
AVOID!!!
On my return flight from Thailand BKK to Shanghai PVG on the 24th January at 01:50, I had an unpleasant 6 hour wait in a cold airport that is not customer friendly. Once back at Gatwick, I was aware that my luggage had not arrived and had to make a report (which I did). I have been informed that my luggage is still in Shanghai, and the Chinese government have requested permission for my belongings to be checked. I find this discriminatory, and unjust, there is nothing in my luggage that is illegal, or criminal in any way, and I have been targeted, most likely because I’m an English person, perhaps they think I’m a spy, I honestly don’t know 😂. All of my clothes are in the luggage, as well as Fairtex boxing gloves, shin guards and chargers for my iPhone. I understand that mistakes can happen, but contacting China Eastern is impossible, I have called all the UK numbers, as well as the UK customer service number at Gatwick with zero success. I was warned about stopping off in China and told not to take that risk, and I didn’t listen, it will not be a mistake I make again, as I do not intend to stop off in another Chinese airport. I will now struggle to visit China either through business or even on a holiday , because they don’t seem treat non-Chinese people like myself with respect or dignity, I WILL have to go and use the Montreal convention, and rely on my travel insurance to compensate me for the loss of sleep, money and untold stress that this has caused me. I have updated this review to 3 stars because I don’t believe Chinese Eastern have done this deliberately, it’s just unfortunate, and communication from China Eastern has room for improvement. I’m praying Shanghai airport do their security checks and send my clothes back to the UK asap.
I went out of my way to tell everyone that I had the best business class experience with this airline from London to Shanghai. Aircraft is very clean, food is fresh/ well presented and is constantly coming. Entertainment contains high culture movies. The staff is very caring and attentive. They even offer pyjamas to change into. It is Sky Team so it is possible to earn points. I will choose it again over BA with no hesitation.
Truly awful website (for a non-Chinese person).
Really important that I get an aisle seat (anxiety & claustrophobia) but have spent the last 2 hours trying to check in.
Yes, that's right. I'm a former Tech Support guy & I couldn't work out how to do it.
Have to take pot luck at the airport.
LHR-PVG-SHE
I echo Acer Ventura's review below.
The website is appauling. I'm frightened to use it! Seemingly one section does not accept data if you have not bought a ticket directly with the airline.
The only seats I could book cost me £5.50 on this return flight - yet free outbound (as stated on ticket). And, yes, the little animated plane rotates endlessly - with the awaited webpage faintly in the background.
Then you are asked to "register" and, that page is all in Chinese!
I was a little scared by the reviews and the low price paid for London to Tokyo, however it was a positive experience. The seats are comfortable even in economy, the food was plentiful and good. They fed us continuously, they provided comfortable pillows for sleeping. I will definitely fly with this company again.
Airbus 320-300 nice aircraft, legroom OK, in flight entertainment a bit dated, food OK, bring a bottle of water with you, drinks are small, friendly and helpful staff, easy check in
Value for money, yes
Would use again
Hi everyone Just a word about the china eastern shop in George st W1 London well from the picture it looks like a shop .So off I go on a 180 mile round journey to buy my Australian flight I get there only to be told Oh no we don't sell tickets here we only do back room stuff. But I must say the 2 ladies that helped me with this were very apologetic & even offered me a cup of coffee so its NOT a shop
Thank you, China Eastern, you did a great job!
I'm very pleased with China Eastern, as they made my trip possible. They transported me halfway around the World, and back, for less money than it would cost to drive halfway across the EU, one way.
I wanted to get to Taiwan, from London. The only direct flight was prohibitively expensive on the days I wanted to travel, but China Eastern offered a great price via Shanghai.
I tried it and I was pleasantly surprised. Some of the negative reviews I read about the airline have a point, but overall, especially for the money, I can't complain.
Negative:
- website: couldn't book without all kinds of technical error messages. But I could through booking.com. So not really an issue
- food: I guess this depends on taste, but Chinese food is not my favourite
Positive:
- as a Chinese carrier, they're still allowed to fly over Russia: way less time, way less CO2 emission
- legroom: seat pitch ~33 inches
- entertainment: available on short-haul leg too, Chinese movie for a change, I enjoyed the Sunshine of My Life (2022) 一路瞳行
Not easy to deal with! Tried phoning the London number, rang 9 times, selecting option 4, and after 10 rings it disconnects. Tried a 'Z' and 'Messenger' but no immediate replies.
Their web site is totally unfriendly! They ask for Last name / Middle name / First name. However, on anything to do with the booking, where you enter your First name, it actually expects to see the First name and Middle name joined together without a gap!!! EG Frederick John Smith would be entered as First name: FrederickJohn Last name: Smith Crazy! 😒
In another place ther ask for ticket number and show an example as xxx-xxxxxxxxxx. However, it won't accept it if you put the '-' in! 🤷♂️
Try and join their Airmiles? Give up! It asks for your phone number but however you put it in, it won't accept it, to send you a verification code! I think it will only accept Chinese numbers! ???
China Eastern cancelled our flight from AMS to PVG. We got message from Whatsapp of all places and told us they could only offer us an alternative with an overnight layover, which they would not pay for lodging.
We called them to ask for other alternatives, they kept saying it's our fault and we just accept the overnight alternative. We said that's not possible because we're traveling with young children. The staff was super rude to us and saying it's not their problem. Take it or leave it. We were lucky that they were offering the alternative instead of taking the refund
They change flights without informing you, login on their website with your ticket is no use. Information is invalid. My first flight was 2 hours early ( no notification) but I made it. My connecting flight didnt exist. At Shangai Aiport they scream at you instead of helping: be -very- persistent and keep calm, in the end they re-rout me. One extra flight, 6 hour delay. Twice trough migration to get the bag myself Seats are too small for a long flight. Personal try their best, but seem stressed. This company is no good. Avoid
Business Class LHR - PVG - SYD | MEL - PVG - LHR
Can't manage booking on the website. After entering details many times, all you get is an endlessly circling animated aircraft.
Can't register for Eastern Miles membership - hoping to manage booking there. After many attempts, the most recent error is invalid.channel.
Heathrow phone number doesn't exist.
Eventually get an email reply that says I have to ring a Shanghai number. The email signature includes the Heathrow phone number that doesn't exist
Laughably incompetent, frustrating, and awful experience so far.
My wife took the Sydney Nanjing flight and became ill during the flight and after. The staff on the flight and especially the Nanjing airport staff were extremely helpful, courteous, kind and their standard was of the highest caliber. This standard shine well on China Eastern and their staff. What they did was higher than other western mainstream airline would have done and we will show our appreciation by China Eastern being our first airline choice. Well done and thank you
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