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Reviewed Sept. 13, 2023
This company is extremely untrustworthy. Recently, when I was flying from Beijing to Taipei, I was informed at the boarding area that the flight had been canceled. They have arranged a hotel for customers and would fly the next day. When I inquired about how this would affect my flight to the US the following day, the airline staffs assured me that they will refund all losses, and even provided me a Certificate of Delay. The next day, at the China Airlines counter, the company's supervisor in Beijing was even more enthusiastic, welcoming, making phone calls and checking the computer, etc.
In the end, he said that since it wasn't a buy-together ticket, he couldn't directly handle it in their system. He suggested contacting United to handle the ticket first, assuring me that China Airlines would refund any extra costs incurred; I just need to claim it with the Certificate from the customer service of China Airlines. To show his authoritative, he handed me his business card.
The truth was that I had been completely fooled. When I contacted customer service later, they gave me the runaround, directing me to different places for reprocessing (without even forwarding the case). In the end, they simply stated that they couldn't provide a refund. As for the previous assurances and actions of those individuals, there was no explanation at all, as if they didn't belong to the same company.
The lesson here is NEVER TO TRUST the airport staff of China Airlines; they are only interested in resolving immediate issues and having you comply with their arrangements. Certificates and assurances, though well-written, have no effect at all. They know you won't bother to waste time to deal with it. If you have any issues, make sure to resolve them right there in the first place and never believe in any form of promises for later resolution, no matter how colorful it looks.
Reviewed July 12, 2023
Our China Airlines Adventure: Because we missed our JFK connection our incoming flight was late, so China Airlines suspended our tickets. What is "suspension?" a normal person might ask. Suspension is a special thing China Airlines does. It freezes your ticket so that not even the airline that delayed you can rebook you. Then, China Airlines' office doesn't open till 12 noon. This was sad news at 2am at JFK.
When they did open, they did not answer the phone. We were on hold for 2 hours 13 minutes before some Tool picked up to inform me that, because we failed to present ourselves, China Air was imposing a $150 per ticket fee to release the tickets. After over an hour and the usual escalation, the Tool gave me a phone number and email address to which Jet Blue must present evidence that their flight was late so they'd release the tickets graciously without the fee, like any normal airline would any day.
So, after 15 hours on nearly continuous phone calls in the airport, we got clearance to rebook, and Jet Blue put us on Cathay Pacific. On our return flight, we checked our bags through to Orlando, knowing we'd have to clear customs & recheck them in NY. Now China Airlines kindly explained that they don't think they can get our bags from one terminal to the next within the next 9 hours for our next flight. And the food was ghastly to boot. Never, EVER fly China Airlines.
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Updated review: Aug. 1, 2020
I got response that the 200$ was credited on 6/30/2020. So I double checked my last month statement and found the refunded is indeed there.
Original Review: July 31, 2020
Due to the pandemic, I canceled my ticket to Taipei and they should refund my 200$ cancellation fee. Here is my experience time line: Mar 24: Sent me the application form. I sent back filled form the next day. Mar 26: Asked me change the refund to credit card. I corrected the form and sent back the next day. April 8: I followed up and get responded on April 16 asking me fill the form again and I reminded I already sent to them then got response on April 20 telling me they will process the refund shortly. May 14: Followed up and got no response. June 13: Followed up and got no response.
Jun 29: Called their 800 number and was told I had to contact their SF office and asked me email to a new email address (email@example.com, previous it was sfosales@). I got called back and was told their ticketing office has already processed it last week, and after check with our accounting department it should credit back in July statement. July 29: Followed up again and I was told that the one who handled my case was off recently and me to give them my ticket number again so that then can check again.
HAVE YOU EVER HAD ANY THIS EXPERIENCE WITH AN AIRLINE COMPANY? Their customer service is not doing their job. The way they work is like 100 years ago small business owner who precious even dime for himself. I asked them do not hang me there month by month. If the worker have to refund out of their own pocket, please let me know. They just keep hang me there. The story is still keeping going...
Reviewed Nov. 20, 2019
I booked 3 flights with China Airlines via a third party website. The site had no space for a middle name. I then contacted China Airlines to inform them. They said I could pay $100 for a "name" change for my German ticket. However, for my two US tickets, I would have to rebook! What kind of airline is this? I have been on dozens of calls with very rude representatives. Some even laughed. Do NOT book China Airlines!!!! Save yourself money.
Reviewed Aug. 15, 2019
I booked round trip flight from LAX to Bangkok, Thailand. Since the time I booked the flight 5 months ago, the flight times were changed at least 5 times. The latest arrival time is much later than the original arrival time which created a problem for my plans. I cancelled the fight but was charged $200 cancellation fee ($100 for each person in the booking). Since my cancellation was due to China Airlines' change of schedule, the $200 cancellation fee should be waived. But China Airlines refused to refund. BEWARE!
Reviewed June 2, 2019
My first complaint is that I paid for premium economy but was forced to select regular economy tickets for my family. Second on this flight I had the most rude flight attendant I have ever dealt with. ** Jenny is the worst and most rude person to my wife and kids. We tried to use an inflatable pillow for my kids on the window seats and she made up her own rules of how to use it. Then when my 1 year old was asleep, she came over to argue with my wife waking up my son and continuing to tell us about the use of the pillow when we clearly did not use it. I have never had anyone so rude and ignorant to my family and myself. I hope action is taken place and she learns to treat paying customers with respect.
Reviewed May 17, 2019
China Airlines has horrible customer service! Just thought I would share my experience when you are considering who to fly home next time. It was super difficult to even find a phone number to call in the UK to ask about changing the flight. Even though we bought the higher class of ticket that should easy to change, they acted like they were doing a favor to cancel a return flight without charging extra. To get the tax money back they expect one to go to the downtown London Office! The actual flight was great though! Ha, but seriously, just use someone else.
Reviewed May 13, 2019
I was flying from Thailand to Canada. As a physically disabled person requiring mobility service dog I was denied access because China Airlines only accepts seeing and hearing service dogs. To add insult to injury, they do accept untrained Emotional Support dogs for flights to USA. Somehow these are more legitimate in their eyes.
Reviewed Feb. 9, 2019
Bought tickets for myself and a friend, made a mistake with her name. They have a policy that doesn't allow name changes and need a legal document to prove the misspelled name is in fact the same person as the person on the travel document. Basically made it extremely difficult/impossible to correct and forced me to buy another ticket for her. To be honest the policy of no name change is quite a sly tactic anyways, taking advantage of misfortunate situations where a person has last minute changes and can have another use the ticket they rightfully paid for. This combined with their unreasonable requests when trying to make a correction to typo is basically like they are using your mistake as an excuse to steal the fare for the service they won't provide. The feeling is basically like signing a contract that has unfair conditions and then being told you should have read the fine print.
Reviewed Dec. 21, 2018
I booked 2 tickets to fly from Vancouver-Taipei-Sydney online with China Airlines Website. The stopover time in Taipei was 3.5 hours. I received confirmation for my payment. A week later, I received an email to say that the flight I booked for had been rescheduled and my stopover time in Taipei was now 18 hours. China Airlines did not offer me any meal or accommodation to compensate for this inconvenience. I asked an Agent to speak on my behalf for a hotel room but was denied. I travel China Airlines each time I visit South East Asia. I had to pay out of my own pocket for a hotel room and meals. MY calls to the Taipei Office in Vancouver were ignored. I am really disappointed.
China Airlines Company Information
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- China Airlines
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