Booking and pre-flight experience very poor
Booked LHR to Auckland. Booking, checking-inand anything conducted online was a nightmare. The English website and App are useless. Constantly falling over. I could not manage any aspects of my booking (seats, meals etc) online. No facility to check in online. Calling their help line is impossible. Just sit and hear repeated music loop for long enough to make you upset, but no reply. At the check-in desk they still use a pen and paper to document passengers. Not possible to check baggage on to Auckland from LHR even though I only have 3hr transit in Hainan. It's all looking very bleak. Currently sitting in a BA lounge in LHR. I'm wondering if the plane will have propellers or a jet? Disappointing that Hainan do not reply to all these poor reviews. It says a lot about their respect for it's customers.