Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brief Description:My ASUS Chromebook was damaged on China Airlines flights CI920/CI032 (***-********* via ******). Screen cracked, casing dented. China Airlines denies responsibility, violating the Montreal Convention (liability for damage on board). Flight severely overbooked; carry-on re-arranged, likely contributing to damage. Seeking compensation.Details of the Dispute:Chromebook damaged on CI920 ******************** (******-*********), May 4-5, 2025. Damage: cracked screen, dented casing. Reported to staff (Ms. ***** ******; Madam **** *********) no assistance offered. Montreal Convention applies; carrier liable for damage occurring on board. China Airlines' denial, based on internal policy, is invalid. Flight overbooked, leading to carry-on re-arrangement (est. from 56C to 54C), increasing risk of damage.Desired Resolution:Full compensation for Chromebook repair or replacement. Reimbursement for any associated costs (data recovery, temporary device).Supporting Documentation:Photos of damage, China Airlines ticket, initial complaint email, any further communications.

  Business Response

  Date: 05/23/2025

  You have reached the wrong location and department. This is not the baggage department, nor are we in ******* 

  Please contact Vancouver office for your concern.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23365678
  
  I am rejecting this response because:

  China Airlines Canada Office has asked me to contact China Airlines ************************** to follow up. Baggage Department has asked me to talk to their ************ They are just bringing me around the park, wasting my time. 
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 31, 2024, I traveled on a China Airlines flight from ****** to *************. Upon arrival, I realized that I had accidentally left my AirPods Pro (2nd generation) in a pink protective case on the aircraft. The ground staff at *********************************** informed me that the item had been found by the cabin crew and was being kept securely.I arranged to collect the item on January 14, 2025, and was specifically advised by your ground staff that the office would open at 4:00 PM. I arrived punctually at 4:00 PM, only to find the China Airlines counter completely unattended. After waiting for approximately 1520 minutes, I had no choice but to leave. Unfortunately, I only received a phone call from your staff after I was already on the freeway, informing me that the correct opening time was actually 4:30 PM, not 4:00 PM as I had been told. By then, it was too late to return, and I had already wasted nearly two hours due to this misinformation.Even more unacceptable is what followed. When my parents attempted to collect the item on my behalf in March, they were informed that my AirPods were missing and were "most likely lost." This was deeply frustrating, especially considering that less than three months had passed since the item was found and I had made multiple efforts to follow up during that time. I was then told that the staff member who had contacted me originally had already retired, and there was nothing more your team could ***** make matters worse, I was handed a damaged, unusable pair of earphones that could not even be charged, with no proper explanation. This felt like a careless attempt to dismiss the issue, and I strongly suspect that my actual AirPods may have been mishandled or taken by someone, only to be substituted with this defective item.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made purchase online originally and the total price was $1610. We later made changes to the ticket through the phone and was charged $260 extra. The total came out to $1870. We later discovered that we had made the change and purchase the tickets from scratch online on our own, the total charge is only $1510. We agree to let them charge a change ticket fee of $100, and the total should have been $1610 ($1510 online cost + $100) but they ended charging us extra $260 ($1870-1610) by selling us some extra services that were not made clear to us on the phone. When we called back to request for a price-match for their online price, they refused and told us that the online price is discounted and is different from their "telephoned in" price. Also, they said that the tickets that were purchased during the adjustment is better than online ticket as the tickets allow me to pick seat, and I do not need to check in and check out our baggage during the transit. These additional charges were not made clear to us on the phone during the change request. We were disappointed with their service and unethical way of upselling through the phone. We regretted this purchase and would like to request for a full refund of $1870.

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight on March 15, 2024 for $814.55. I cancelled the flight immediately (within 15 minutes) as there was a discrepancy between the flight advertised on ****** and the time advertised on the flight confirmation. I received a refund of $586.12 that day. I did not know what the discrepancy was. I was later informed, two weeks later, that I needed to file for a refund on China Airlines site. I thought cancelling was sufficient. China Airlines has subsequently not given me anything at all in addition to the $586.12 I got when I initially cancelled. I have had repeated back and forths with them and they have not given me anything.According to transportation.gov (*******************************************************************************): For airline tickets that are purchased at least seven days before a flights scheduled departure date and time, airlines are required to either:allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours"It was completely unclear that you needed to file for a refund within 24 hours to get the whole amount back. I actually don't believe they would have given it even if I did. I am looking to get the $228.43 back so make me whole in accordance with DoT guidelines.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On my trip back from ******, I have my baggage with them. They damaged my Samsonite. I wrote to them via email, via social media. I also called them regarding this issue, they did not reply further. The initial reply from them is that they want to replace it with a non branded luggage with is not ******** even a half of my luggage. The luggage was purchased at at least $500 and they are not responsible on that. Please relay this issue with the company for a fair compensation or repair or replacement.

• Initial Complaint

  Date:03/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the evening of Feb 8, 2024, I booked traveling for 2 passengers on the website of China Airlines (www.china-airlines.com/us/en/).Within 24 hours, I cancelled the itinerary, and set up full refunds on the airline's website. The airline's website forces customers to go through cancellation and refunds as separate steps. The first, last names, as well as the 13-digit ticket number must be typed in - for each passenger. If there are more than 1 passenger on the Passenger Name Record, this process must be repeated for each passenger. By the end of the convoluted process I received the refund confirmation emails. Towards the end of Feb I noticed in my credit card app duplicate charges from China Airlines: 2 separate charges on Feb 8, 2024, for the same amount of $2508. There was only 1 refund from the airline for $2508.We called China Airlines and found out that the airline's website made duplicate bookings, for the exact 2 passengers, with the exact same itinerary: ************* ************* April 6, CI0003, CI0501; April 14, CI0502, CI0016 The airline's website generated 2 PNRs: 6GLG9Y, 6GQK2X. I asked China Airlines for a full refund on the duplicate. This was around Feb 29.About March 6, we called again and learnt that their ************* office had refused the full refund. Their ** office said that they would charge me $440. We will not travel with China Airlines. They will charge me $440 for nothing.I filed a complaint on the airline's website, the case number was 2024CIWEB02991. We followed up with many calls. Each time it took a long time to reach an agent. I wrote several emails to follow up and only received form replies.March 19 I received an email about 2024CIWEB02991. They refused the full refund request. Their message was addressed from their ** office. China Airlines's website caused a duplicate booking. They provided us no service but charged me $440.

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was deplaned from the flight from *** to *** on Dec 26. The scheduled take-off time was around midnight, and we were deplaned around 5am. When we were getting off the plane, I was told that there was no hotels arranged, and we need to contact hotels ourselves, but each person will receive $200 of reimbursement for the hotel. As we waited to claim our luggage, I contacted 4 hotels around the area and none could take us before 3pm that same day. It didn't make sense as I was told we'd need to be back at the airport by 6pm that day. I asked the staff again if they could help since I really needed some rest with pregnancy and recent surgery; alternatively, they could arrange a sooner flight. The staff said that there's nothing they could do. When we were about to leave the area, I saw people moving to the exit of the airport, so I asked the staff again if they have accommodation or alternative flights, I was still turned away. I had to purchase a different flight given the situation with an additional USD ****** out-of-pocket. China Airlines refused to provide any assistance, and claimed that I am not *********** the hotel reimbursement. Later on, customer service told me over the phone that they actually had 300 rooms available that day; however, they chose not to help me.

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an airfare to fly from ** to ****** ****** in July 2023. Soon after I purchased the airfare, I had also created a *** Membership, my member ship number is WF7919662. The *** membership allows customers to accumulate air mileage for rewards. However due to the China Airlines poor website design, customer cannot link the plane ticket to their *** membership if name is not perfectly matching. To complicate the matter, the website does not allowed customer to update the membership name to match the name of the plane ticket. I had tried to email their customer service a couple of times, but gotten no response. I am about to loose ****** air miles. It is very unfair practice. Customers are not getting support from China Airline. Thanks

• Initial Complaint

  Date:09/13/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  China Airlines mishandled my father *********************** baggage from ******** *** to ************** Airport on 9/3/23 (Flight # CI011; Lost Baggage Case # AHL TPECI *****). Its been almost ten days and the airline has NOT provided any helpful information about the status of the baggage. Because this was a leisure trip, we had to buy a new luggage in ******, along with new clothes, accessories, toiletries, etc. This greatly inconvenienced our trip and cut into our itinerary. China Airlines has not provided any form of compensation to mitigate the harm caused by its mishandling of my father's baggage. Moreover, the airline has not provided any timeline for declaring the baggage lost, or information about how the airline intends to compensate us for not only the lost baggage and all of its contents, but also the additional cost we incurred as a result of the lost baggage. Each time we speak to an agent, we keep getting the runaround and redirected to someone else in China Airlines' baggage department. Please help.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was very disappointed with my flight from *** to ******. I stated in ********* to flight C19113 on Monday April 17, 2023 at 12:59p.m. to ***. I arrived in *** at around 2:00 p.m. I had a connecting flight 5 from *** to ****** leaving *** at 3:40 p.m. confirmation 2B9CHJ. The initial boarding was fine and we were taxing to the runway and then the piolet announced that something was wrong with the plane. The plane then went to an area with all the passengers on the plane and sat there for around two hours. Then we were all de-boarded off the plane and put on buses to an area attached to the airport but far from the main airport. The communication about our situation was very bad. They stated we hope to leave by 12:00 a.m. almost 8 hours after the original departure time. I never left this staging area and around 8:00 p.m. they stated that they were going to re-board the plane. We were all shuttled on buses to the plane and by around 9:00 p.m. we were almost ready to go. Then I found out we were waiting for 4 passengers to board the plane. Then at 9:40 p.m. they announced that they were canceling this flight. We were all shuttled on buses back to the holding area and it was a cluster to find our way to a shuttle to the ********** for our hotel rooms for the night. By 10:48 p.m. I was on the shuttle to the hotel and it wasnt until 12:45 a.m. I was in my hotel room. The commutation with your airlines was terrible and the reason for the late check in to the hotel was because there were around 250 passengers coming off this plane to get a hotel room. At the point I was in the hotel room I had been traveling almost 12 hours. I was exhausted and hungry. I just went to bed. I did get a free hotel room and breakfast and my new flight left at 12:30 p.m. the next day April 18, 2023. What bother me was the waiting in the plane twice only to turn into a canceled flight and I lost a day traveling in *****.