Does not take responsibility for damaged luggage
One of the pieces of luggage got extremely badly damaged on the flight out, to the point of being unusable. We got in touch with customer service, where they offered either a PIR form or less than £10 in compensation. We took the PIR form and went through their compensation claim system as required. At first they were slow to respond, but did at least ask for details from time to time, but they eventually stopped responding at all. Attempts to email their luggage service directly were likewise fruitless. I then went to their customer service system to raise a formal complaint, where once again they were initially slow to respond, but then stopped entirely. At this point I had exhausted what methods of contact they provided, so I submitted a complaint to the CAA, who informed me that over the course of their investigation, China Eastern had not responded to any of their inquiries. My only advice I can provide in light of this is that if you do fly with them, be ready to be out of pocket if anything goes wrong with your luggage.