Lost my suitcase, took 2 days to give it back to me, asked for a refund for the parking at the airport and some kind of compensation, they offered me to pay for the parking (8€), asked for all the details of my bank account and a photo of my passport when they already had it (all this contacting me from a non official domain, they were using qq.com). 3 weeks later still have nothing.
Never using this company again and telling everyone I know to avoid it, terrible customer support and really bad treat when they were the ones that did something wrong.
And all of this happened after cancelling my flight and taking 3 weeks to confirming me the new one (around 10 days before departure).
Update 30/08/2026:
They said they would pay me the 8€ for the parking, had to exchange more than 10 e-mails with customer support asking for my details and more and the money never came.
If I could give it zero stars I would. Did not make people aware the flight was cancelled. Completely uncontactable. Also not as comfortable as other flights. And no vegetarian option. It's awful. Will never ever book with them again
Website is a complete shambles.
The developer doesn't know basic prompt coding, a completely incompetent child could produce a better website for you, gosh you could even use AI and make something better than that slop. Shame on you and your awful service. I won't ever ever try and book here again, waste of time.
This has got to be one of the worst airlines or at least their customer service is so bad. Firstly, they kept changing my flight time then sending me these changes via email in a different language so I had to use google translate. For an international airline, it really blows my mind how they think it was alright to keep sending these emails in a different language? So obviously I wouldn't rely on google translate which is why I needed to get in contact with the airline itself. Secondly, when I found an email to contact them, my email could not be sent for some odd reason. Thirdly, their site is not loading for some very odd reason again. I ended up just cancelling my flight altogether via the third party provider as I could not get in contact with the airline itself. NEVER AGAIN.
I’ve been trying to create my account for 10 days to reserve my seats, but I keep getting an error. I only received one response by email, but the instructions provided didn’t work. The customer service is terrible, and the website works very poorly.
Worst airlines I have ever taken, they are owned by Air China. Luggage was delayed for 2 days and damaged, only willing to compensate 300RMB for delay and 300RMB for damaged luggage. WHAT A JOKE! JUST AVOID! You will end up lose more!!!
Awful!
Shenzhen cancelled my partner's flight back from Bangkok to Shenzhen to Heathrow without any explanation, refund or optional flight.
Since then we've been fighting with them constantly to get at least a refund, without sucess.
Avoid at all costs.
I booked a flight ticket with the above company called Shenzhen Airlines. I am not able to retrieve my ticket with the airline. Despite repeatedly contacting the company inviting them to deal with this issue, I was not supported at all, for which I did not sort out anything…AVOID!!!
Hainan Airlines
Csair
China Eastern
Shenzhenairlines
Trip.com
Air China
Flightcatchers
Air Arabia