Misleading customer service
My Air China flight was delayed due to bad weather in Shanghai, causing me to miss my pre-booked train in Italy. I understand weather is beyond the airline’s control. However, an Air China staff member told me to submit a claim for my train tickets. After waiting for days and providing all the documents, my claim was rejected because of the bad weather. I am disappointed that I was given hope instead of being told from the start that reimbursement was not possible. Better communication and consistent customer service are needed.