We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

China Airlines

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2024

    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 want to report an egregious incident on 4/27/24 in *********** by a China Airlines employee. I flew on CI12 with a registered cat, and booked a shuttle bus from *** to ****************** with confirmation. One China Airlines employee, an older Asian man, refused to let me take my cat onto the bus, telling me 1) other passengers could be allergic, 2) I did not report this cat to the airline when I applied for the shuttle bus. To point #1, I told him to check with other passengers to see if anyone is allergic. After he went to "check," he returned dodging my questions, unable to answer if anyone was allergic. As such, I have grounds to believe this employee lied to me regarding checking allergies. Point #2, nowhere in the shuttle bus application allows declaring a pet, and the terms and conditions in the shuttle bus page did NOT say a passenger could be refused services for a pet. This employee told me in order for me to go on the bus I would have to leave my cat at the airport, did not offer any solutions, even actively thwarted any attempts at reconciliation. This situation caused me intense psychological distress, I had a breakdown on the bus witnessed by the bus driver and passengers (everyone on the bus agreed to have my cat on board).To summarize, I was being denied contracted services due a pet. I did my due diligence by contacting the airline to approve my cat on flight, there was nowhere in the shuttle bus form to inform anyone of a pet, nor was there any clause regarding pets in the terms and services of shuttle bus use. This horrendous employee and shameful human tried to put blame onto me, and tried to have me leave my pet at the airport, acting in an unprofessional, unempathetic, and inhumane manner. I demand financial compensation and a written apology for the psychological distress caused on me, as well as a statement on disciplinary actions against the employee.

  • Initial Complaint

    Date:12/18/2023

    Type:Service or Repair 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.
    On Nov 23, **** I arrived in *** from ****** flight CI012 seat 35C and found two of checked in luggages damaged. The first one has a huge dent and outer pocket zipper broken off. The second one, is a hard shell suitcase, top corner piece is broken off, and is dangling, rain or water can seep through the luggage. I have filed complaints CASE#*************** ************** on China airlines website and *** *********************************************************** but the airline regard the damages are minor according to the current luggages damage policy and refused to compensate. I am now left with two useless luggages because of the severity of the damages. China airlines is shirking their accountability by citing a policy helping them to get away with their responsibility.

    Business Response

    Date: 01/16/2024

    Upon checking, our records show the following: ************** filed a China Airlines ************************** Survey (CSS) case: ************** regarding this issue on Nov 28, 2023, at the time no resolution was made. On Dec 11, 2023 she filed another CSS case ************** in which compensation was offered and accepted by her. 

  • Initial Complaint

    Date:12/04/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    The return trip itinerary was changed by China Airlines. Since the trip was not what I paid for originally, so I cancelled the trip two days before departure. It's website says money will be credited back in 7 days, now 7 days has passed and I still haven't get the money back to my credit cards.

    Customer Answer

    Date: 12/10/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ****** ***



     

  • Initial Complaint

    Date:08/14/2023

    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 a ticket through the China Airlines website and attempted to cancel it within 48 hours. However, I was taken aback when I saw a cancellation fee of around $150. Perplexed by this, I reached out to their customer service at their US office. To my surprise, they informed me that only tickets to and from the US are eligible for a full refund. When I inquired about the discrepancy for other destinations, they mentioned that this policy is due to the rights afforded to individuals in the US. They explicitly referenced "human rights" during our conversation.This situation has left me feeling deeply unsettled and disheartened by what seems to be discriminatory treatment by the company. As a person *********** human rights, I believe I should receive a complete reimbursement from this unjustly discriminatory entity.

    Business Response

    Date: 08/29/2023

    ********,
    I am writing in response to the complaint you filed with BBB concerning your grievance with China Airlines regarding full ticket refund request and the possible discriminatory treatment you might have received.
    Upon receipt of your complaint an investigation was conducted, after listening to the recorded phone call and interview with the reservation agent it was determined that this was a case of misunderstanding and not discrimination. When the agent spoke to you in Mandarin which is not her primary language, she used the wrong wording which cause the misunderstand, she was trying to convey to you that ***************** government is serious about Consumer Protection Rights and instead of the word Consumer protection in Mandarin (??????), she accidentally used the word Human (??), it was an honest error and the agent has been reprimanded. We sincerely apologize that this mistake made you feel that you were discriminated against, it was not her intention to do so.

    As to your request of ticket refund, unfortunately, we are unable to ***** your request of a full ticket refund due your ticket does not qualify for the *** 24 hours full refund rule. In order to be eligible for the *** 24 hours refund rule, the flight itinerary you are refunding must show you are traveling to/from *****************, however, your ticket shows  it was issued by ***** (TYO) office  for travel between *************************** (***) and ************************************ (***), therefore if you are to cancel you trip and refund your ticket,there would be a cancellation fee as stipulated ticket fare rules.

    Attached for reference is China Airlines Service Commitment page- US section regarding 24hours refund rule.

    We apologize for the frustration and any inconvenience this occurrence may have caused you. We thank you for your time and consideration. We would be pleased to answer any additional questions or concerns you may have.


  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 3/26/2023 starting at 1:07pm Pacific time, I waited on hold to manage booking for 58 minutes. The call then began to ring twice before being disconnected.

    Customer Answer

    Date: 04/21/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding China Airlines has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    *******************************

China Airlines is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.