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Air China reviews and complaints
Recent traveler stories about Air China flights, connections, baggage, schedule changes, and customer service.
A gate agent saved the connection
I was already stressed when the inbound aircraft reached New York JFK late on Jan 3, 2026. Renee at the gate checked the Air China app, moved me to an earlier boarding lane for CA304, and called ahead so the crew knew I was coming. I made the Toronto Pearson connection with only a few minutes to spare. It was the kind of calm help that changes the whole trip.
Baggage updates stopped after the first claim
My suitcase did not arrive at Paris Charles de Gaulle on Apr 3, 2026. The first agent filed claim CA-7836 and sounded confident, but after that the online tracker barely changed. I called twice, got two different answers, and bought basic clothes without knowing what would be reimbursed. The bag eventually appeared, but the silence was more frustrating than the delay itself.
Refund request kept getting closed
I cancelled within the permitted window and uploaded the receipts for Air China CA378. The refund case showed as closed even though the $202 credit never posted. Each chat agent told me to wait another billing cycle. I do not mind a process, but I do mind starting from zero every time I contact support.
Boarding group treatment felt unnecessary
At Madrid Barajas on Oct 21, 2026, our boarding group 4 was called and then held to the side while several later passengers were allowed through. No one explained the change. The flight was fine once we sat down, but the tone at the door made the start of the trip feel disorganized and dismissive.
Family seats were split after payment
We paid to keep our family together on Air China CA452 from SIN to SYD. At check-in, two of the 2 children were assigned several rows away. The airport team fixed one seat but not all of them, so another passenger had to trade. Families should not have to negotiate at the cabin door after paying for seats.
Clean cabin and a crew that noticed details
The cabin on Air China CA489 was clean, and the crew noticed small things without being asked. On Apr 13, 2026, a passenger near me was nervous during turbulence, and a flight attendant checked back twice with water and a quiet update. Nothing dramatic happened, which is exactly why the trip felt professional.
Could not reach anyone during a schedule change
Air China changed my departure from Tokyo Haneda by several hours. The email said I could choose alternatives online, but every option ended with an error. I waited 95 minutes on the phone and then the call dropped. By the time I reached an agent, the better connection was gone.
Wheelchair assistance was handled with care
My mother needed wheelchair assistance for Air China CA563. At Terminal 4, the escort arrived before boarding, stayed with us through security, and made sure the destination team at Dubai knew where to meet her. It made a difficult travel day feel manageable.
Seat fee was charged twice
I selected a standard aisle seat for Air China CA600 and saw two separate $76 charges on my card. The website showed only one seat purchase, so I had to send bank screenshots to prove the duplicate billing. The duplicate was corrected, but only after three messages.
App boarding pass disappeared at security
The mobile boarding pass for Air China CA637 loaded fine at home, then disappeared at Delhi security on Apr 3, 2026. The kiosk printed a new one, but I had to leave the line and start over. The staff helped, but the app made a simple trip more stressful than it needed to be.