Horrible IT systems, app, and customer service.
I'm still to actually fly with this mob, but so far the experience is disappointing. Their website is atrocious. Seems everytime you go from one screen to another you have to pass a security check. The puzzles are weird with some being more confusing than others. Then there's trying to find one's booking. Most times it can't find them. Each time I try to find it I end up with around 5 different screens open. I still haven't been able to check in online because their system can't find the booking even if I plug in the booking ID, ticket numbers, dates, flight information etc. This is ridiculous. I can't access anything via the app because the tool to scan my passport says my information does not match. The same thing occurs for my wife who has a passport from another country. I've tried contacting them via email for a number of reasons. If I do get a reply it's in Chinese. Yes, I realise it's a Chinese airline but besides not catering to the language of people in countries they fly from the email itself doesn't even look corporate. I'm hoping that the experience in the airport is going to be much better. If they can't make the experience before the flight easy and professional I'm truly fearful about the flight experience. Update as of July 11. The flights to Russia via Beijing were acceptable. The aircraft are well maintained but seem to be more noisy than what I'm used to. I've taken 1 star ⭐ away despite that as I had to return home earlier for an emergency. I went to the airport and spoke to a nice guy at the check-in counter who was unable to help, but gave me an email address to contact. On top of my email I was constantly messaging them via the app with no response. They still haven't. The phone number listed on their website must be in China because it doesn't work. I had no choice but to get to another airport at considerable cost and pay for an Emirates flight. They still say my name is incorrect on my passport and won't verify it so I can have better flexibility. Despite this they will let me buy tickets from them and have let me on two flights. Even though I've passed security twice that obviously means they have confirmed my identity they refuse to sort it out. Their emails are still as unprofessional as before.