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:07/11/2023

  Type:Sales and Advertising 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 have tried calling and emailing china airline to settle our dispute with them but not heard back at all. We purchased these tickets in March for 7 of my family members: my wife, 2 year-old son, mother-in-law, and father-in-law. All of us not only bought tickets but purchased specific seats to be able to sit next to each other and help with the 2-year old during a 13 hour long overnight flight. My grandfather is bedridden from a brain bleed and we were planning on visiting. We were planning on visiting ****** in July for 2 weeks after my graduation before I start work and having another baby. At the time of purchase in March 2023, ****** was still issuing ****s and allowing Chinese nationals to enter for personal reasons. We have now since have to cancel our trip because ****************** randomly started in May 2023 to not issue visitor ****s to Chinese nationals. My wife and my mother-in-law are US Green card holders but still Chinese nationals and thus, unable to enter ******. We reached out to China Airlines customer service requesting for a full refund but we have only gotten a partial refund of our money back. With 7 tickets, we are out nearly $1,400 and hours of our time because of this debacle. We would like the rest of our money back, $810 to credit card ending in **** and $560 to credit card ending in ****. I have thoroughly read the terms and conditions. According to **** of the General Transportation Clauses, we are entitled to a full refund of our airplane tickets due to these unfortunate circumstances that were completely out of our control. In addition, at the time of booking, we were allowed to get ****s and we had already applied for ****s. Our **** was NEITHER denied NOR rejected, so it is not our fault.

• Initial Complaint

  Date:07/07/2023

  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 entrusted China Airlines with the responsibility of safely transporting my beloved cat. However, upon arrival in ******, I was told that my cat could not continue to our final destination, and that she had only been let on the plane due to human error. This caused distress and anxiety for both myself and my cat, as we were forcibly kept apart for an agonizing period of over 12 hours. Moreover, this separation was compounded by the fact that my cat had already endured a strenuous 13-hour journey underneath the plane.To make matters worse, China Airlines failed to take prompt and appropriate action to rectify the situation. Instead of assuming responsibility for their error, I was forced to purchase an additional ticket from ****** back to *******, resulting in a substantial financial burden for me. This burden, coupled with the emotional distress caused by the separation from my cat and extended travel duration, has left me deeply disappointed in China Airlines.Furthermore, it is worth noting that upon my return to *****************, China Airlines exhibited a ***** contrast in their behavior. They expressed extreme apologetic sentiments, indicating their awareness of their liability and the magnitude of their oversight in handling my cat's travel. However, it is disheartening to witness such a significant discrepancy between their post-event remorse and their lack of proactive measures during the incident itself.As a responsible pet owner, the well-being and safety of my cat are of utmost importance to me. I entrusted China Airlines with the responsibility of ensuring her well-being during the journey, and I believe that they failed to meet the necessary standards and obligations that come with that responsibility.

• Initial Complaint

  Date:06/21/2023

  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.

  Our connecting flt JetBlue384 6/20/23 was late; we missed connecting with China Airlines 11 ***-TPE 1:35 am 6/21/23. Since then, China Airlines has answered no phone calls (during their business hours) nor e-mails from us, our travel agency, or JetBlue. Also, China Airlines has frozen our tickets so that neither our travel agency nor JetBlue can use them to re-book our flight.

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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 booked my flight with five tickets, I am traveling with four of my little kids. I called China Airline, hoping to get five of us sitting together, China Airline asked me to pay additional fee to give me seats that's together. I told them I already paid more than $4500 for tickets, I think it's reasonable to give me seats that's together without paying additional fee. Plus, I am traveling with small kids, my kids are 9, 7, 6 and 3 years old. China Airline still wants money from me and doesn't care if my small kids would be seperate with me. China Airline is careless for their customers' need and careless for customers with small children.

• Initial Complaint

  Date:04/10/2023

  Type:Order 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 booked round trip business class ticket with China Airline back in Jan 2020. Due to pandemic, I have been stuck in ****** for the past 3 years. As a loyal *******************, I've complied ********************** Airline's policy and paid $50 (NT$1,500) last year to extend my return flight. However, upon calling both ****** and LA office, they are unwilling or unable to confirm my return trip in April 2023. Their customer service representative even asked me to down grade to economy plus or change the flight to **** or August in order to return home. This is absolutely ridiculous. I am here to request FULL refund (No Penalty due to China Airline's default) + the $50 extension fee that I paid for. I spent hours waiting on the line (both LA and ****** office) to seek assistance, but as you can tell it is effortless.

• Initial Complaint

  Date:01/01/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 originally booked a round trip ticket from ONT to TPE for 11/21/22 and from *** to *** for 2/28/23 (Booking reference: ******** Plans had changed and so I needed to return home sooner than expected and changed my return ticket date. I was expecting to only pay $150 USD for this change as previously indicated when I first purchased the ticket. However, I was unable to change my flight through the airline website and had to go to a physical office, where the staff suggested I change the dates at the airport. When I went to the airport and inquired about a date change, the staff member told me that it would cost $22,660 NTD to change dates and that the only available date was for 12/29, unless I wanted to wait a month until the end of January. The staff member also stated that the price increase was because there were no seats on the plane, which I later found to be entirely untrue after boarding as there were plenty of empty seats behind me. I would like to request a refund for the additional monies paid beyond $150 USD. While I completely understand that I should pay a fee for switching my flight date, I feel as though it was dishonest and against policy to charge me a price equivalent to me booking an entirely new, separate trip with ***** ********* If this is really the case, then everyone would just book an entirely new ticket on the airlines website instead of being falsely told it would only cost $150 USD to change their flight dates. Plus, at least that way, passengers ***** have more options in terms of which dates to choose, instead of being limited to only 2 options at the counter.

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/17) */
  Ms. *** filed a BBB complaint case and also a Customer Service Survey (CSS) complaint with China Airlines. Our CSS department already emailed Ms. *** with reply regarding her request, granting her request for a refund. Funds have been credited back to her Credit card account, which might take a few days to complete process.
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The response was satisfactory as they upheld policy on pricing to change my flight ticket. I hope this instance can be avoided in the future for other China Airline consumers. Thank you.

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 June 7, 2022, I purchased tickets to fly China Air from *** ********* to ******* on January 4, 2023, reservation ID ******* I paid an additional fee for each leg of the flight to select seats for my wife and I. One leg of the journey is from *****************. China Air notified me on 12/6 that they changed our seats on that leg from those I selected at the front of the plane on the aisle **** and **** to seats at the back of the plane in the middle of the row **** and **** due to a change in aircraft. That is fine, but they did not provide the service for which I paid (selecting my seats), so I emailed their customer service and requested a refund **** I believe, though I am not certain as the receipt I have only has the total amount for all flights). Their reply was that they changed the seats due to an aircraft change with no mention of compensation. They could resolve this by either allowing me to again select my seats at no additional charge (since I already paid) or refunding the fee I paid to select those seats. Please see supporting
  attachments: The additional fees for seat selection are
  ********************** and *********************** the ticket
  purchase is ****************************** the emails about the
  changes are ************************
  ************************ and the response from customer
  service is ********************************

  Business Response

  Date: 12/23/2022

  Consumer Response /* (2000, 6, 2022/12/15) */
  Air China has resolved this issue by reassigning us to equivalent seats to those we selected. They reached out to us as soon as they received the *** complaint, thereby verifying the tremendous value of the ***!