[Gio]

Will post the same email I sent to customer service of Air China without any reply, but basically, it was a nightmare, and I'm not the complaining kind!

Hope this helps someone (this happened last month between June 11 and 29th).

I write to you with regard to my last trip with your airline and the awful experience I had (passport number: XXXXXXXXX).

First of all, I had to cancel one of my trips because my schedule was canceled and I couldn’t take the connecting flight with the new schedule you were suggesting. I managed to arrange my schedule for the second ticket, but the schedule change was extenuating, originally arriving at Bangkok 6:00pm, was changed to 11:20pm, making my layover in Beijing way too long.

But that’s not all, my first flight from Tokyo to Bejing, had a delay of more than 3 hours for technical problems, and I had a technician fixing a door right in front of me, which doesn’t give me much confidence in the quality of the maintenance, in the check-in for that flight the personnel at the gate asked me to move some stuff from one of my bags to the other to make the weight more even and informed me that I could have any number of bags as far as it didn’t exceed de 46kg allowance I had, will comment more about that later.

My second flight from Beijing to Bangkok had a delay of more than 2 hours, also for technical problems and traffic at the airport, making my already 11:20pm arrival to Thailand even longer, don’t remember the arrival time, but it was way passed 1am.

In my third flight, problems started at the gate, I decided to divide my luggage to 3 bags, following the advice from the agent in Tokyo, 3 bags of around 12kg each, but there, the agent informed me I had only a 2 bag allowance and charged me USD200 for a 12kg bag, USD200 is roughly what I paid for the tickets originally, which I find excessive and even more, because my decision came from the advice given by the agent in Tokyo. This flight was also delayed for technical reasons for a little over an hour, that made me run through the airport in Beijing and I was very close to miss my connecting flight to Tokyo. In this flight, also, the most ridiculous thing happened, the person next to me started bumping me and hitting me with her elbow speaking to me in Chinese to what I could understand was that she wanted me to move to a different seat so she could have my seat and more space, after long time of this happening, I had to call a flight attendant to ask her if she could assign me a different seat, which she did, but at this point, my patience was really running low.

At this point I was also very worried, because, after my last leg wit Air China to Tokyo, I had a connecting flight to the Atlanta, USA, 4 hours later, my last flight also had a delay of about 2 hours but I managed to take my connecting flight with Delta without too much trouble, but once again delayed flight. The reason for this delay I am not aware.

In conclusion, the service given, the charge for the extra bag and in general all the problems I had forced me to complain about this, please I need an explanation for the charge of my extra bag, why the information on one place was different than the other? Why the excessive charge for that bag? Are all these delays and changes in flights often?

I’m a frequent flier and this was my first time with Air China, I demand as a minimum an apology and an explanation and/or deduction/devolution of what I had to pay extra for my luggage.