[xfactor]

We were looking forward to a resent trip to China with Hainan airlines.
Had thought it would be a great flight as they were a five star airline on Skytrax.

We were thoroughly disappointed.

1. No leg room in economy class for a 14 hour flight
2. Two meal servings in this long flight which were inedible and very limited choice.
3. No refreshment service between meals. It was serve yourself from a
plastic bottle which were handled by everyone. This was very
unhygienic. Also observed cabin staff filling water bottles from jugs of
galley water.
4. Cabin Staff also argued with Canadians that they didn't need a customs
form. Everyone entering Canada is required to submit said form.
5. On the return flight most of the in seat entertainment system was not working.
6. Cabin staff were rude and totally lazy and not interested in serving passengers.

We do not understand how this airline ever received a five star rating.
It was the worst airline with which we have ever flown.

Hainen Airlines HU7976 Toronto to Beijing 15th October 2011
Hainan Airlines HU7975 Beijing to Toronto 29th October 2011

[Ombudsman]

The economy class seat rating, which you have as your #1 complaint, was only rated by one person on Skytrax. Hardly a reliable source and could possibly be from an insider. TripAdvisor also had one rating and it was 1/5 stars.

Do you know if you were on the Airbus A340 or the Boeing 767? The ratings for comfort on the 767 were considerably lower on other websites.

[xfactor]

I must point out that all 6 issues in our complaint about Hainan Airlines are just as important, not just the first one.

Hainan Airlines uses an Airbus 340 for their flights between Toronto and Beijing.