Extremely disappointing customer service for cancelled flight
Hainan cancelled my Dublin–Beijing flight, part of a Dublin–Beijing–Hong Kong itinerary, and automatically moved me from 23 to 27 October — four days later. I immediately tried to find an alternative, but customer service was incredibly slow and difficult to reach. Online chat worked once and then stopped responding, the Dublin number went unanswered, and both customer service and the rescheduling department largely ignored my requests. On one occasion they replied only to ask for information I had already provided, then disappeared again. The international freephone number doesn't work from Ireland, leaving expensive international numbers as the alternative. Their rescheduling website was also extremely frustrating and largely in Chinese. Do not rely on browser translation, as I found it incorrectly translated important confirmation messages. After repeated attempts and no timely solution, I lost confidence and requested an involuntary refund. I then had to book alternative flights myself at approximately twice the original cost. In my experience, Hainan's communication, response times and disruption support were completely inadequate.