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Business Profile

Airlines

Xiamen Air

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:10/16/2024

    Type:Service or Repair 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 was flying from LAX to ***. I was taking three pieces of luggage with me. I went on the website and it said in my ticket which was economy flex I had two bags included. So I called them directly (Xiamen Air) to confirm that my ticket specifically had two bags included, they confirmed and said I would only have to pay for the additional piece of luggage. When I arrive to the airport the guy behind the counter told me something completely different and I had to pay $450 for all three pieces of luggage! So not one was included in the ticket, they directly lied to me on the phone and then obviously he would do nothing about it at the counter. So if I wanted my bags to go I had to pay the $450. My initial ticket was $387 so as you can imagine it was a big surprise to pay more than the actual ticket fare itself for only luggage! This was my first and last time flying with them. I always stick to ***** airlines as they are number one in my book. The best customer service and they don't tell you one thing on the phone then something else in person.

  • Initial Complaint

    Date:06/04/2024

    Type:Product Issues
    Status:
    Answered
    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 bought flight tickets from *** to CSX in Jan 11 with Booking reference: KR2RS1 Order number: ****************** for price $1660. The flight date is June 19. In March I found I am pregnant and doctor ***** a travel restriction for me. I am not able to take a international long flight at that time. Then I call XIAMEN AIR to cancel the ticket. They charge $600 for cancellation fee even if I keep telling them it's a medical reason and email them with the diagnose and travel restriction . The customer service refused our request and ask us to call ***** mainland to submit our request. However, there is no way for us to contact them.

    Business Response

    Date: 06/06/2024

    Xiamen Airliens've contacted passenger at the first opportunity. after we get their tkt info and has been initiate refund 300USD/pax total 600USD for complaint passenger. All information via by Email, the refund would be return passengers original payment cards in 7 days.

Xiamen Air is NOT a BBB Accredited Business.

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