BEWARE!!! NOT FIT FOR PEOPLE WITH MOBILITY ISSUES.
I booked a return ticket from London to Shanghai in October 2024 for my father and myself. My father is 87 years old and has mobility issues. I tried calling China Eastern customer service number many times as soon as I booked the flight tickets to let them know that we would be taking our electric mobility scooter with us on the plane. However there was no one answering the call. In desperation, I completed a complaint form online and the sales team of China Eastern reached out to me. They told me in an email that I could bring the electric mobility scooter with me on the plane. It will need to be checked in. I have no problem with that. They also mentioned that the lithium battery should be below 300 Wh and would need to be carried on board the aircraft in my hand luggage. I also do not have a problem with that. On the departure date, we checked in at London Gatwick. The check in staff checked the battery and was satisfied that it was within the airline regulations and we were able to board the plane. On 30 October at Shanghai Pudong International Airport, when we checked in for our departure from Shanghai, we were not allowed to carry the lithium battery on board. I showed the check in staff the email from China Eastern stating that the battery can be carried on board as long as it is below 300 Wh and the label on the battery clearly states that the power was 269 Wh. The staff would not budge and was not interested in talking to me. They do not speak English. Their attitude was very rude. They took away the battery. We had to board the plane without the battery. At London Heathrow Terminal 4 where we landed, I went to their customer service desk (opposite carousel 5). I was asked to speak on the phone with a lady called Tina who promised to look into it but so far have not heard anything from China Eastern. I was not given any case reference. I emailed China Eastern again. They replied asking me to call their customer service line on +86 212 069 5530. I called the number but I get a recorded message in Chinese. There is no option for English Language. Customer service does not exist at China Eastern. Their website says one thing but the staff on the ground makes their own rules. This airline has failed people with mobility issues. So please think twice before travelling with China Eastern. The service on board is standard. It is a "budget" airline. The food is predominantly Chinese (to be expected). The entertainment on board is very limited. If I could give a negative rating, I would.