Air China

Negative experience: Their London office is absolutely useless. I get the impression that nobody even works there. We wanted to select our seats for a flight from London to Shanghai. We tried the website but it is not functional. We tried the app but because we had booked the tickets via an agency the flight did not come up on the app. After about 3 hours of trying this we realised our last resort was to call Air China or pay £200 to book seats via the agency we used (Flightcatchers). No one picked up at the London office so we attempted to call the HQ in China, which miraculously worked. What you want to do is call +86 1095583. There will be an automated message, but wait until you hear "press 4 for English". After about 4 minutes we were connected to a lovely employee who helped us select our seats for free.

Negative experience: The staff is lovely but this office no longer serves public. It is only an administrative office and Air China tickets in UK are sold online or through travel agents.

Negative experience: Am still trying to talk to someone about lost baggage, was in communication with someone on email but they have gone silent. Can someone PLEASE get back to me. Worst customer service ever.

Fantastic experience: I've flown on Air China from the UK to the Far East many times over the years and have always received great service both by telephone and in the air.

Negative experience: Never respond to emails, terrible communication when cancelling our flight and leaving us stranded in Manila. Chased and chased and chased a refund and still no luck getting back what we are owed. Terrible airline, even worse communication..... Will NEVER use again

Negative experience: Didnt answer the phone to me

Negative experience: The phone is not reachable

Negative experience: Not good refund policy nor is it easy to contact them.

Negative experience: WORST CUSTOMER SERVICE EVER !!!!

Negative experience: I called more than 30 times since yesterday and still calling but no bloody answer and keeps hanging up on me!!!!!!!!

Fantastic experience: This morning I spoke to miss Getter, (customer service staff) She is very nice, approachable person. All questions I asked she answered politely. Well done! Getter. You're asset to your company. Air China should proud of you.

Negative experience: Office doesn’t exist , customers service doesn’t exist , this company is a scam

Fantastic experience: Really I was very very pleasantly surprised! They answered immediately when I called (2 times) and dealt with my request very fast. I am very satisfied with the customer service indeed! Keep up your good work:)

Negative experience: Worst customer service ever

Fantastic experience: Excellent customer service. Friendly

Negative experience: Trash among trash

Fantastic experience: Phone answered within seconds by helpful lady. Booked tickets confirmed and Phoenix miles added.

Negative experience: Fake phone me. No chance to speak to somebody

Negative experience: The phone never gets through!!!!

Negative experience: dreadful customer service

Negative experience: never picked up the phone or just handle off

Negative experience: I’ve given Air China a star for just having a telephone number. However, it just cuts you off, I’ve spent a couple of hours trying to sort out 2 things but cannot get a clear answer from Web site. This is the first and last time I would fly with them as previous other Airlines I’ve had no trouble getting through for whatever reason either online or phone.

Negative experience: no answer on provided number

Negative experience: phone number provided on their webpage is a waste of money, got cut off every single time, no matter whatever options you choose. There is simply no one's there answering it.