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Business Profile

Airlines

China Eastern Airline

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2025

    Type:Product Issues
    Status:
    Unanswered
    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 round-trip tickets from China Eastern Airlines on February 27, 2025, paying $949.10 USD for flights that included a return journey from ********* (SIN) to ****** (VCE) via ******** (PVG).On March 12, 2025, my return flight (MU546) from ********* landed at *********************** at 23:45. My connecting flight to ****** (MU785) was scheduled to depart at 00:50, giving me approximately one hour for the connection.Upon arriving at the transfer desk, I informed the staff about my connecting flight. Despite having 15 minutes before the doors closed at 00:30, the staff instructed me to wait without providing any explanation. I repeatedly requested assistance and emphasized the urgency of my situation, but they refused to let me through. Eventually, they completely ignored me and stopped responding to my ************ a result, I was forced to miss my flight and was rebooked on the next day's flight from ******** to *********, then to ******. This unnecessarily extended my journey, wasted valuable time, and caused significant stress. Before rebooking me, the airline required me to sign a statement, which I have attached.The treatment I received was completely unacceptable and unprofessional. Being ignored by staff when seeking assistance and being denied boarding without any explanation constitutes a serious failure of customer service. I expect to be compensated for this ordeal, including but not limited to a partial refund of my ticket cost, additional compensation for the wasted time and stress caused, and reimbursement for any expenses incurred due to the forced overnight stay and ************ no point did any China Eastern staff provide an explanation as to why I was not allowed to board my connecting flight despite having sufficient time to do so according to their own policies.I filed a formal complaint with China Eastern Airlines immediately after this incident, but have received no response to date.

China Eastern Airline is NOT a BBB Accredited Business.

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