Great experience
I would once again like to express how extremely positive my experience with this airline has been. I had previously left a review regarding the assistance I received when I experienced difficulties accessing their website and app, but this time I would like to share my overall experience. Our journey was very pleasant from start to finish. We were travelling in Economy Class, and while, of course, the seats cannot be compared to those in Business Class, we still found them comfortable and perfectly adequate for the journey. The in-flight entertainment is available in English and Chinese. While the selection may seem somewhat limited to some passengers, there were still several enjoyable movies to choose from, so we had no problem finding something to watch. The food was also good. It was served hot and was quite enjoyable, which made the overall experience even more pleasant. What really stood out to us, however, was the staff. They were extremely friendly, helpful and professional, and were always ready to assist whenever we needed anything. The most impressive part of our experience came during our return journey. Our Osaka–Shanghai flight was delayed due to maintenance following a typhoon, which meant that we would no longer be able to catch our connecting Shanghai–Venice flight. Because we had originally booked our trip through an external travel portal, this situation was naturally quite concerning for us. However, the airline's customer service was absolutely outstanding. They made themselves fully available to us and handled everything themselves. We simply had to explain the situation, and they took care of the necessary changes, allowing us to choose a new flight. What impressed us even more was that they did not simply reschedule our Shanghai–Venice flight. They also arranged for our Osaka–Shanghai connection to be moved to the following day, which actually allowed us to spend an additional day in Osaka. The customer service representative assisting us then sent us an email containing all the updated information, making the entire process very clear and straightforward. They also made sure that we were once again seated together, with two seats next to each other. Considering the circumstances, I genuinely could not have asked for better assistance. Overall, we were extremely satisfied with both the flights themselves and, above all, the quality of the customer service we received. In a situation that could easily have become stressful and complicated, the airline made everything surprisingly simple and handled the entire process with professionalism and care. I genuinely believe this airline deserves much more recognition than some of the criticism and two-star reviews it has received. Of course, every passenger may have a different experience, but based on ours, we were extremely satisfied and would have no hesitation in choosing this airline again. A truly positive experience, and exceptional customer service when it mattered most.