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Business Profile

Airlines

China Eastern Airlines

This business is NOT BBB Accredited.

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Complaints

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

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China Eastern Airlines has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 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.

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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 inquiries. As 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 rerouting. At 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.

    • Initial Complaint

      Date:01/20/2025

      Type:Sales and Advertising 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.
      Was booked on a leg of a flight to go to China. There were no more economy seats so I paid for an upgrade to ensure I had a seat. Today had to cancel and they refuse to issue a credit or refund the upgrade amount.

      Customer Answer

      Date: 02/14/2025

      Better Business Bureau:

      At this time, I have not been contacted by China Eastern Airlines regarding complaint ID ********.

      Sincerely,

      ***** ***

    • Initial Complaint

      Date:11/14/2022

      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.
      I booked the air flight ticket of China Eastern Airlines through Expedia on January 17, 2020. It's business class, and the round trip from ********* ** to ******** Pudong with departure on Feb 23, 2020, return on April 4, 2020. China Eastern Airlines charged $4,026.91 to my credit card.The first flight was cancelled by the airline due to COVID-19. It was rescheduled to April 14-June 6, 2020 by China Eastern Airline, but it was cancelled again because the close of border between and *** and China. Nobody with ******** passport has been able to travel to China without special **** ever since. Even today most ******* ********* couldn't go to China without special approvals by ******* Embassy.The airline issued the credit of $4,026.91 on April 9, 2021, because of its cancellation. However, I couldn't use the credit through Expedia or through the airline. The credit was no good, that's why I have called and contacted both China Eastern Airlines and Expedia more than 20 times for a refund. It was not successful. After I filed the complaint at the airline website, its customer service representative ****** (*************************************************************************) sent me a few emails but there's no refund.Now even the credit was gone in April 2022. I contacted them again on October 20, 2022. Expedia team have also contacted them recently. However, I have been told by Expedia that the money is gone, and no credit is available. I have called the airline more than 10 times through their contact number #************. Expedia has emailed me that they have contacted the airline and made efforts to get me the refund too.The ticket number at the airline is: *************.In this case, the airline (Stock "CEA") has treated its customers terribly. As an ******** citizen, with the money or credit gone like this, I have felt that China Eastern Airlines has robbed me so much money, that's much worse than the bank robbery, because I have used Expedia which is a big company, and I have done nothing wrong!

      Business Response

      Date: 11/23/2022

      Thank you for contacting China Eastern Airlines (North America) regarding an issue from our passenger ************. We appreciate your letter brought to our attention.

       

      China Eastern Airlines (North America) is responding to the passenger complaint from *********************** (BBB case ID ********* regarding ticket number **************.

       

      We are conducting an investigation into this refund issue and follow up on this complaint case.

       

      We appreciate your letter brought to our attention. If your have any further questions or concerns regarding this matter, please feel free to contact **.

       

       

      Sincerely,

       

      China Eastern Airlines

      North America

      Customer Answer

      Date: 12/02/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      They haven't replied to my refund yet. Thank you very much.

      Best regards,

      *******

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 01/10/2023

      Thank you for contacting China Eastern Airlines (North America) regarding an issue from our passenger ************. 

       

       

      We are working on this refund case, please provide the original purchase the ticket Credit Card number and Credit Card expiration date information and send it to our email address below in order to further process the refund.

       

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

       

      We appreciate your letter brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

       

      Customer Answer

      Date: 01/16/2023

      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,

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



       

    China Eastern Airlines is NOT a BBB Accredited Business.

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