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.
China Eastern ( and Air China ) really set a very high bar for supporting passengers with mobility issues.
Because of ill health I had the occasion to fly with China Eastern recently. I was travelling overseas to a world renowned hospital to have some medical investigations carried out. But because of my current health, and age I was obviously going to experience some difficulty during the journey, as nobody was available to assist me during the flights.
China Eastern were asked if they could give me any assistance, if needed. Their response was exceptional! They went way over and beyond what might be expected in those circumstances ( and at short notice ), and ensured that from start to finish, a journey of over 10 hours, I was completely looked after and cared for. The aircrew on both flights were really lovely, and although I did not need any extra help during the flights, they repeatedly came back to me to ask me if I was alright, or needed anything. They provided me with wheelchair support from the check-in desk to the aircraft door...and from the aircraft door to the terminal on first arrival, and the same on the second leg of the flight which was with their sister carrier Air China.
There is no other way to describe their 'total' care for passengers, than to say it was superb! It was literally seamless from start to end. I've travelled with them so often and will continue to do so whenever I have the opportunity. With very sincere thanks to China Eastern ( and their sister carrier Air China ).
I have just come off a China Eastern service from LHR (via Shanghai) to Melbourne and have nothing but good things to say about it. Both flights ran on time, polite service from staff and, although no alcohol served with meals, I feel I was fed and watered adequately enough. I wouldn't hesitate to book with them again. Shanghai is an excellent airport to stretch out and is not at all overcrowded.
The airline itself has been really good! Im a vegetarian and they catered for my prebooked meals with a huge variety on my tray. Staff were friendly to their best of the ability. Seats are comfortable on A330 & A320 (Seoul-Nanjing-Sydney). Though i must say, avoid Nanjing airport at all cost! Nothing works at this airport, staff are rude, slow transfer process. The China Eastern Airlines ground staff was very helpful and every step of the way.
Recently used August 2023.
Website:
Was unable to check in online. Website useless. All UK customer service numbers unobtainable/incorrect apart from a direct number to Shanghai.
Had two flights out and same back.
Wi-Fi:
Wi-Fi on all flights useless. Need an app called AliPay to access it but not told this on website.
Does not work anyway after getting app for return flights and was unable to pay for Wi-Fi on all flights.
Firefox browser on last flight stated Wi-Fi VERY insecure and strongly warned not to use as was set up incorrectly and to possibly accsss data from my phone.
Meals & drink:
Lukewarm coffee.
On flight out told all alcohol just in business class only! However one of crew got me one beer but said that was it!
On way back tried again and Asked for a beer and was poured from a can into tiny cup giving me about 2 inches! Asked for wine told none available. On a scheduled flight I paid good money for?????
Food was disgusting even for airline fare. Breakfast inedible, sausages white, chewy and scrambled egg stunk and tasted plastic.
Meal service slow and unorganised, staff brought hot bread buns around AFTER you finished your meal on all flights fgs.
Cabin crew:
Staff hardly spoke English however when did seemed to pretend they didn't understand when you asked for something. Appear to understand more than they let on, priority appeared to be given to Chinese passengers.
Not helpful at all, all crew were abrupt and disinterested.
Plane generally clean. On board entertainment sufficient but no new movies at all. Very random.
Unable to choose emergency aisle seats online or at check in however three seats were empty at the main emergency exit so moved there to be told I have to pay extra for those seats. Not told this anywhere else and was supposed to buy them at check in, check in staff said I couldn't book the emergency exit seats at check in and then on the plane crew said I couldn't sit there even tho seats were empty as it would've upset the passengers who had paid extra! No one really cared one way or the other, ridiculous, never heard of that before in my life.
Flights never left on time on average 30 to 45 minutes late on all flights.
Legroom sufficient in economy class.
No above individual air ventilation in aircraft cabin, very stuffy and too hot.
Officially the worst airline I have flown on and I've flown a quite a few. Makes even Ryan Air look good.
Travelled with china Eastern from london Heathrow to Melbourne Australia 25 hour stay over at Shanghai and 8 hours stay over on the way back. Myself and my 15 year old daughter had booked two seats tgere was no halal food or vegetarian options we went on the airline there and back and came back hungry. This airline does not cater to dietary requirements so if you have any do not use them
From a customer service perspective, this airline is up there with the worst! I would not recommend at all if you are looking for a stress free journey. Our flight was delayed at Heathrow without any explanation from the airline as to what was happening. As a result, we missed our interconnecting flight (also with Chinese Eastern Airway). Being in Shanghai, you'd expect the service to be better (given as it is one of their main hubs) but we were treated like cattle being moved around and shouted at with no clear instruction. The airline is a complete mess when it comes to organisation and customer assistance.
Was great from checking in too seat layout and space , only had beer 1 per person , but apart from that was great price and experience, and I've flown with most airlines , staff were happy helpful , quick on off plane and check in really was one best and price well happy 😊
The worst Airline i ever flew. Even their staff don't know about Airline's policies. Because of staff i lost too much money and they still not guilty. Bloody Chinese Sh**t.
It was a few years ago that I booked my tickets to Portugal with this airline.
On the outward journey, 20 hrs' delay.
On return, 24 hrs.
Never once had such long delays and never once seen such irresponsible, unprofessional handling of the delays.
I'll never forget the long, cold night hours I had to spend at the pudong airport not knowing when I would ever get on the plan. Only a tiny, thin blanket was given out and it was too cold to sleep.
I'll never forget the exhausting early morning hours when the staff just sent us to random directions and we had to wander off here and there not knowing what was happening.
Eventually, the staff told us we would get a hotel room but the long cue for hotel taxis were appalling. Got to the hotel so late that I had only two hours' sleep and had to head back to the airport. And the plane got delayed again.
After so many delays, it felt like a miracle just to be back home.
We used China Eastern for our holiday to Australia, the tickets were much cheaper than its competitors, plus we got to spend the day in Shanghai between flights. The service on board was excellent, the crew are really helpful and more than happy to provide extra food and drinks if you’re still hungry after they’ve handed out the meals. I enjoyed most of the food provided, it was a bit strange having noodles for breakfast but it’s ok, also unlike western airlines the bread rolls are warm and fresh which was much nicer.
When flying with China Eastern not only are they often the cheapest but they don’t charge for seats which saves a small fortune as you’ll know if you’ve ever flown with BA. China Eastern also offer lots of incentives to its regular economy passengers who are booking a flight which has a stopover such as free airport lounges, free shuttles and free food vouchers at the airport.
I highly recommend China Eastern and I’d happily fly with them again in the future.
China Eastern Airline Policy is above the Australian Government Order!
I bought the ticket on 14/03/2020 for my mum travelling back to China on 01/04/2020 on China Eastern Airlines MU562 flight. In the evening of 24/03/2020, PM Scott Morrison announced travel restrictions on Australian Citizens and Australia Permanent Residents from 12pm on 25/03/2020. Once I knew the news, I started to contact Trip.com and China Eastern Airlines, to try to get my mum’s ticket refunded. I even made multiple international phones to call China Eastern Airlines, try to get the ticket refund in full, as it is not my fault to cancel the trip for my mum. China Eastern Airlines staffs repeatedly told me it is not their problem, and their company doesn’t have the policy to provide the full refund due to corona virus special circumstances. One of its supervisor (staff #711018) even told me on the phone that my mum can leave Australia, as long as she is willing to give up her Australian Permanent Residency visa, therefore it is not their problem, and won’t offer the refund in full. My mum is almost 70 years old, I am her only carer. We definitely need to keep my mum’s permanent residency Visa, therefore it is mission impossible for mum to travel on that flight. It is Australian Government Travel Restriction order! China Eastern Airlines has put its policy above Australian Government order! What a shameless response I got from the Airline!
Really the worst experience i had with a airline. a flight was changed by time and the further cancelled.
So i had to wait 34 hours for another flight, costs for the hotel i didn't receive from the airline.
in general a very low service and unflexible if there comes problems.
it is not a restaurant, i know, but the food is a disaster, also the board service.
Better choose air china, there i had never problems.
please don't book this incompetence !!!
Like others I had been seduced by the low price but had second thoughts after reading reviews of the airline.
This is how it actually went.
The flight was Gatwick to Bangkok via Shanghai in economy class with a 4 hr layover each way..
My plane took off on time & was quite new, the food served was quite adequate if bland (I’m traveling to get somewhere, not for a gastronomic experience). The same could be said for the in-flight entertainment - enough English movies to keep you occupied.
At Shanghai, transfer was a little more bureaucratic than elsewhere but went quickly & smoothly.The final leg to Bangkok was on time, it had no entertainment but as it was only a 4hr flight didn’t really matter. My checked-in luggage was waiting for me after I cleared immigration.
The return trip was pretty much a repeat of above - although on check-in I was told I would need to go through immigration at Shanghai & check-in again for the final leg to London.
When I tried to do this I was told it was not necessary & directed to the transfer counter. My plane left & arrived on time.
Looking at other reviews it seems that the bad experiences come when there is a “hiccup” in the schedule (transferring between terminals, late or cancelled flights etc). At Shanghai very little English is spoken so it is easy to see how communication difficulties lead to frustration & hostility.
Would I fly with them again ?.
Yes, the main negative (which has nothing to do with the airline) is that the first leg to Shanghai “overshoots” most far-eastern destinations, not only giving a long journey time but the first leg to Shanghai is a brutal 12 hrs.
If there was only a few pounds in it I would choose a middle eastern airline but for the £250 I saved it was a no-brainer.
Just flew a return from London to Singapore via Shanghai, 2x adults and a kid for £850! £500 cheaper than anyprice we have had before. Wasn't expecting the best for this price and reading some of these reviews but was absolutely fine for us. New, clean aircraft with attentive, friendly crew. Very happy and would recommend
Paid a Business Class Ticket but have been downgraded because of over booking.
I was said I would get reimbursed for the difference between Business Class and Eco and it has now been 2 months I am chasing them to receive the payment.
The funny thing is that when exiting the airplane I noticed (and got confirmation from the staff) that there was a remaining seat in Business.
This is unfortunately only one of many issues I have been facing with China Eastern Airlines over the last few years. Like I usually say: avoid at all cost
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