Complaints

This profile includes complaints for China Eastern Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  China Eastern Airlines

  55 South Lake Avenue, Suite 120 Pasadena, CA 91101

• 

  China Eastern Airlines

  5781 West Imperial Highway Los Angeles, CA 90045

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:06/03/2025

  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.

  Hello. I tried to log into my account to complete this refund request. I was able to login finally but when i clicked refund, this is what came up and i got stuck **************************** and this sign **************************** I couldnt press anything else or submit an application or select. I emailed May 8th and May 18th of 2025 to ******************************************************* and ********************** I am writing to request a refund for my unused flights, which were affected by ****-related issues at the time of arrival.Outbound Flight: MU8586, ********* to ********, May 4th, 2025 Return Flight: MU8585, ******** to *********, May 13th, 2025 Booking Order Number: [1025041793377057]Booking Ticket Number: [ 781-2414184185]Passenger Name: [**** ********]Passenger ID Number [*********]********** Upon arrival in ********, I was denied entry by the Chinese immigration authorities due to **** complications. As a result, I was unable to continue my travel to China. I was subsequently escorted by your staff to the gate, where they arranged for me to board an alternative flight to ********* since I could not enter and had to leave immediately, which was also operated by China Eastern Airlines (This was flight was purchased cash by the China Eastern STAFF at the ****************, information here also attached is the boarding pass Flight MU543 Date 05 May 2025, Seat 36H, Class Z, Serial No 135, Gate G133, Boarding time ********** the exceptional circumstances surrounding my entry denial and the airline's support in arranging alternative travel, I am kindly requesting a refund for both the outbound and return flights, as I was unable to use these services due to factors beyond my control.I would greatly appreciate your prompt attention to this matter and look forward to your response, as phone calls and emails did not work. (Called May 29th, 4pm Pacific time, Spoke to ******** who said I had to pay $500 to process a refund, then sent a broken link by sms and hung up)

• Initial Complaint

  Date:03/24/2025

  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.

  I purchased a round-trip ticket from ***, ** to ******* China December 22nd, 2024, and Return January 14th, 2025, price $2081. I had to cancel my return ticket. China Easter airline is giving only $100 where the return ticket can't be less than $800. I purchased a return ticket $1200 one way. I tried to contact airline via complain and ******* didn't respond my request. The ticket was purchased via Scholartrip and They mentioned Airline made the decision. ************* has US leg from *** to ***********. I like to get a complete refund by the price what Airline is hiding from me.1. Round Trip Ticket: Departure ***, ** 12/22/2024, Return *******, China 01/14/2025 2. Ticket Price $2081 3. Canceled the Return ticket on time 4. Requested refund through Scholartrip and only offered $107 approx.5. Sent complains to Scholartrip and Airlines - Airlines didn't respond anything. I sent emails twice 6. To my judgment they are taking $310 cancellation fee, $75 processing fee where they are returning only $107.41. They considered return ticket $358 only. I am pretty sure return ticket should be $1000 or more. I paid $1200 to return/. One way to ******* can't be higher than $1000.7. I like to see ******* does fare business and return the fare amount they owe to me .

• Initial Complaint

  Date:12/13/2024

  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.

  Flight change creating 12 hour layover with rejected hotel coverage

• Initial Complaint

  Date:06/11/2024

  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.

  To Whom It May ********* am writing to express my dissatisfaction with the service I received from China Eastern Airlines at ***********. My complaint pertains to the handling of my inquiry about the unaccompanied minor service for my child who recently turned 12 years old.Before my flight, I contacted China Eastern Airlines customer service to inquire about the unaccompanied minor service since it was not available for selection on the website. The customer service representative informed me that children over 12 years old do not qualify for this service. She suggested that I visit the "Love Counter" at the airport for assistance. However, she also mentioned that there is no such counter at LAX and advised me to seek help from the ground staff instead.Upon arrival at the airport, I approached the ground staff to ask for assistance as suggested. I clearly stated that I was merely following advice and did not expect any special arrangements if they were not possible. Despite my polite approach, the ground staff responded with hostility, accusing me of passing the responsibility to them and refusing to listen to my concerns. Their aggressive demeanor not only upset me but also frightened my already nervous child, who repeatedly insisted that we drop the matter entirely.When a staff member responsible for handling complaints later contacted me, they did not offer any apology. Instead, they reiterated their stance without acknowledging the distress their colleagues had caused. This experience left me feeling deeply hurt and disappointed.I am requesting that China Eastern Airlines take this matter seriously and address the negative impact this incident had on us. I hope that future customers will not have to endure such treatment and that the company will ensure a more respectful and supportive approach from their ground staff.Thank you for your attention to this matter. I look forward to your response.Sincerely,*******************

• Initial Complaint

  Date:11/03/2023

  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.

  Airline attempts to charges storage for freight when freight has not arrived or is still pending break down so they can make money and charge customers large amounts Clerks claim it is ready and inform storage if not arrived by a certain time Once there freight is still not ready for pick up but without the exception storages are incurred They are doing a scheme