AIR CHINA
Pathetic Service

I would suggest noone use Air China for Long Haul flights. They are exceptionally poor at deivering on the basics required by travelers especially with Children.

They received a brand new pram, failed to load it in Sydney and then delivered a smashed pram to use for our trip. They have no interest in guests satisfaction infact they have acused us of being responsible for the issues.
Furhermore, We were placed in unacceptable seating for overnight flights to ensure a baby may sleep.
o Emergency lighting set to shine directly onto our son for the duration of the trip from Moscow to Beijing.
o Eight requests to your cabin team to have this light switched off were refused until I demanded to see a sleeping manager.
o All previous requests were not fulfilled with staff on three occasions suggesting eye masks for our son as the only alternative.
o Dismissal of our request in favor of cleaning bathrooms on two occasions.
o Allocating a single man to travel beside me while I was seated two rows behind my wife ensuring I would not be of assistance.
• Furthermore when I advised his entertainment system was not operating due to a smashed controller your staff responded “Well I am not a technician. Find an empty seat and watch there”.
• Advising on each leg of our journey that our baby (who is 9.5 kilos in weight) was too big for a bassinet.
• Provided food after the remainder of the cabin was served.
• No blanket provided to our son when the basinet was fitted. Requiring me to do without a blanket from Moscow to Beijing and then a demand to Air China staff on the flight from Beijing to Sydney.
• Not having suitable restraints in place for our son sleeping in the bassinet. Turbulence was an issue on each of our flights. It was only that I devised a restraint that our son was able to sleep safely.
• Requirements for our pram to travel in Cargo as advised as a standard of Air China. In fact another passenger’s pram taken at the gate in Beijing had to collect their pram with their baggage due to AIr China placing the baggage in cargo.

In short we have been offered $50.00 and a half baked job on repairing our new pram. They are without a doubt the worst air line in the world. There is a reason they cant charge for service... They dont provide any! As a member of Star Allinace the Alliance has done nothing either. Seriously consider your endorsment of poor service by paying either the Alliance or Air China your hard earnt cash...

Company: AIR CHINA
Country: Australia
State: New South Wales
City: Sydney Metro Area

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