GetHuman:GetHuman-joannaki - pouvez-vous dire à nos autres Air China clients quand votre cas a eu lieu?
GetHuman-joannaki:Yes. C'était afternoon, le décembre 3.
GetHuman:Avez-vous contacté Air China, et si oui, comment?
GetHuman:Et lequel de ces problèmes clients Air China courants décrit le mieux la raison pour laquelle vous vouliez leur parler?
(Affiche GetHuman-joannaki une liste de problèmes Air China courants)
GetHuman-joannaki:"Baggage problem" était la raison pour laquelle j'essayais to call.
GetHuman:Alors, comment résumeriez-vous votre expérience pour la communauté de clients Air China de GetHuman? Nous censurerons tous les identifiants, numéros ou codes et tous les mots inappropriés ici par respect pour les millions d'autres clients utilisant cette ressource.
GetHuman-joannaki:Complaint for Air China
GetHuman:Pouvez-vous nous en dire un peu plus sur ce qui s'est passé le 12/03/17?
GetHuman-joannaki:Dear sir or madam,**I am writing to ask for $*** cash compensation or Air China voucher for the huge inconvenience I encountered during my recent trip from U.S. to China.**I was trapped in Beijing one day due to Air China's fault, and one piece of my luggage was broken by Air China (image attached). **I took Air China from SFO to Nanjing, has one stop in Beijing (CA***&CA****), on April **, ****. E-ticket number:*** **********. I bought the tickets from Air China official website, not from agent. The first flight, CA*** was delayed more than one and a half hours, and landed at Beijing at *:** PM, more than one hours later than the scheduled time. Moreover, my next flight, CA****, stopped boarding at *:**pm (this time has been confirmed by more than one representatives of Air China's customer service), which left me less than ** mins to catch the next flight, including the taxi time, waiting for people ahead of me taking off on the plane etc., which is impossible especially for a woman older than ** years who went to Beijing airport for the first time like me!! I still ran as fast as I can try to catch the next flight, and reached the gate around *:**pm out of breath. However, the Air China staff at the gate refused to let me board, saying it was too late -- there was still **mins before the scheduled time of taking off. Then, the Air China staff said all flights the next day were full that I had to wait for TWO days! Actually there were still many seats of coach class, business class and first class next day at that time, however, they refused to upgrade me to these class -- in U.S. for cases like this, the airplane company will give the customer the soonest next flight and upgrade them to whatever class available. Air China refused to do so. **What the worse was, the Air China staff refused to accommodate me, asking me to find hotel on my own! I am more than ** years old, didn't have cell phone nor computer with me, first time to be in Beijing airport, and it was late that day. I begged many people to help me to find a hotel in the airport, but no one helped. Almost after three hours, finally, a secure guy pitied me and used his cell phone to book a hotel for me. When I reached the hotel, it was almost midnight! I have many health problems like high blood pressure, headache and insomnia. I just finished a very long flight, almost ** hours. I must have a good rest which I had ZERO that day. **My daughter and my son in law found I was treated horribly and worried about my health, so they decided to contact Air China's customer service themselves to try to find a earlier flight to get me back to Nanjing, my home. She has a full time job as sr. software engineer, and my son in low is a lawyer. Their jobs are very demanding. However, contacting with Air China customer service in China is time-consuming. So my daughter had to take half day paid time off to do this -- which cost her $***.**, her paycheck is $***.** per day. You can check the phone call history regarding my ticket to see how many times and how long she called the Air China customer services -- BTW, the phone calls were cut off more than once when she called so she needed to call back and started over again many times! **After a couple of hours phone call, finally my daughter found me an earlier flight, and the only flight available the next day, which took off at *:**am. I literately sleep zero minute that day, and left the hotel *:**am in the morning to the airport. *When I reached home, I sadly found one of my luggage was broken (images are attached)**The whole experience was horrible. It was totally the Air China's falt to cause me missing my flight. It does not make any sense that Air China did not provide me any reasonable help and accommodation, but left me alone to suffer the whole thing, which also results in my daughter loosing her half day paycheck! In addition, Air China broke my luggage.**I am asking at least $*** cash compensation or Air China voucher.*Thanks,**Best,**Liyun Han
GetHuman:Quantifions votre expérience en contactant Air China. Sur une échelle de 1 à 5, est-il facile d'obtenir de l'aide sur un problème Air China?
GetHuman-joannaki:Je leur donnerais un one sur cinq pour faciliter la recherche de votre aide.
GetHuman:Qu'en est-il de la qualité de la communication. Comment évalueriez-vous cela sur une échelle de 1 à 5?
GetHuman-joannaki:Je leur donnerais un one sur cinq en communication.
GetHuman:Et qu'en est-il de la capacité de Air China à résoudre rapidement et efficacement votre problème?
GetHuman-joannaki:Pour cela, je dirais three sur cinq.
GetHuman:Et enfin, des conseils pour les autres Air China clients?
GetHuman-joannaki:Appelez-les tôt dans la journée ou tard. N'oubliez pas les informations personnelles ou de compte dont vous pourriez avoir besoin pour Air China pour savoir qui vous êtes.
GetHuman:Bien, tu l'as maintenant. Quelques commentaires utiles et mots de GetHuman-joannaki tirés de son Air China problème de service client survenu le décembre 3, 2017.