[barry4400]

Hello everyone, this is my first post here. I have post this on PissedConsumer and SkyTrax as well (but SkyTrax don't accept any complaint related to luggage issue). Hope it could give you some idea about airline carriers based in mainland China.


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It has been a while ago. Back in March 2012 I reserved a one-way flight from Guangzhou (CAN) to LAX, stopover at Beijing (PEK) since it is the hub for Air China. CA1316 CAN-PEK / CA983 PEK-LAX. Arrived at airport a bit late and had to re-arrange my suitcases because of overweight. The regular check-in counter staff refers me to the emergency counter. Everything was fine until the guy at the counter told me only one luggage can be checked. I was confused since the itinerary clearly says I can check 2 bags for international flight even there is a stopover at PEK. He was impatient and saying that "the system said you could only check one bag in", did not even bother to read the itinerary I showed him. I didn't bother to argue with him since the time is running late, I re-arrange my suitcase again and did not verify the name on baggage tag (this is where the nightmare starts). Then I rushed to the security check.

The flight is delay about 30 to 40 mins at CAN. I flew with Air China several times before but this is the first time got delay like this. After boarding I start organizing my stuff, then realize sth is wrong with the bag tag.. It shown a completely different person's name on there, and the destination shown IST(Istanbul, Turkey) instead of LAX. It reminds me that there were 2 people in front of me they spoke Turkish, so very high possibly the guy at emergency counter should be messed up my freaking luggage. I was stoned there for a while because there are many important documents and expensive stuff in the suitcase and they are going to a entirely different direction after this connection flight (IST is westbound for PEK departure, while LAX is eastbound).

Got less than 1.5 hours stopover time to get it fixed at PEK. So I went straight to the Air China bag claim office hope they could retrieve my suitcase from the wrong plane. It was a large room and well staffed there. I
explained my situation to a mid-age guy there, he asked me to provide the bag tag to him. I hold it in my hand and show him. Then he asked he need to take it in order to check with the system. I have no choice and gave it to him. The first thing he did is tearing off the bag tag sticker from my boarding pass then went into backroom. I know there is sth wrong with that move but I don't know what to do since this is the first time I encounter this kind of situation. "You need to go to deputy manager counter on 3rd floor and they might be able to help you" He said after he came back, gave me back the already teared-off bag tag and boarding pass.

Then I went up there with my heavy backpack(that it should be able to check at CAN). There were 2 staff there, one poker-faced old lady (the deputy manager) and a young man. Explain entire story to them again and provide my passport and IDs. "Well we can't be sure this is your bag tag since it is not your name on it, people can pick this up anywhere and claim the luggage is theirs" she said that in a doubtful face feels like she think I am some kind of swindler. I told her the staff in bag claim office on 1st floor teared it off, and I don't know why the name is different and it is not my fault that your company's staff at CAN messed up with this. "Well it is not our fault either, their staff don't work for Air China, we can't make sure they don't make mistakes" she literally just said that and do nothing about it. I looked at the clock is already 8:20 sth and I am still at the landside, flight to LAX depart at 9.

Eventually the young man managed to call the luggage belt staff and located the suitcase, he said they found it and they will bring it to the boarding gate. I thanked him for his effort, but both of them did not feel bad for me in any way, not even a facial expression. By the time I leave, the old lady (so-called manager) has no facial expression at all times (except for her doubtful look and glared at me). I re-check in my heavy backpack at the check-in guy told me I should be able to check 2 bags at CAN. He is not sure what was wrong with that.

Then I rushed to security check, immigration, ran to the other side of Terminal 3 (T3 is new at PEK and huge). When I saw the gate number they were already final calling my flight and my name. There was another female staff who was very nice (shocked by her friendly smile since I don't get any entire time) and tell me to write down address and name on bag tag. I was the last 4 to board the freaking plane, which means if the young guy do nothing back there I am definitely missed the flight and have to spend another $800 to book another ticket!


Air China is a nation-owned company and funded by Chinese government. These titles probably make them feel superior in some ways. I do admit that I should have arrived at the airport early and verified everything that the checkin counter gave me. But the way Air China treat their customers, try to get rid of their responsibilities, and the staff at bag claim office tear off my bag tag (that was a really nasty move), which it really disgust people.

I fly at least 30,000 miles annually and have never seen any airline like Air China before. They are really unprofessional and no customer service at all.



A few TIPS:

1. Avoid flying with any Mainland China carriers for international travel, if there is a choice ;

2. If there isn't, read all the terms before booking tickets, ask the airline to email you the copy of e-ticket confirmation (Not the itinerary), print it out and bring it with you ;

3. Leave enough time for getting to airport and check-in, especially when you have a good amount of luggage (it should apply to most circumstances) ;

4. VERIFY the info on the boarding pass and bag tag before leaving the check-in counter ;

5. If any reasons you did not verify and has incorrect info on it, take a picture of the bag tag along with the boarding pass before give it to anyone, especially the staff ;

6. Avoid flying with Air China within Mainland China as well, since they has a well known reputation that screwing their clients over, even to those first-class/business class passengers ;

7. There are many transportation options within Mainland China except taking constant delay flights, taking the CRH high speed train is a less-hassle, eco-friendly way to get around.


Feel free to reply your experience with airline carriers based in mainland China. Thanks!