Traveling on a quality airline is important, especially when abroad. However, many factors play into the choice of airline such as price, availability, and even partnership for miles. When in China, finding a good airline can be described as difficult by those who have had to make the choice. The worry of safety, comfort on board, and major delays may weigh heavily on the traveler. Due to miles, I decided to take a ride on a major airline in the Star Alliance: Air China.
Booking
The flight was booked through a third party website, so I have no prior experience booking directly with Air China. However, when I had to talk to a booking representative about a problem in a previous flight with Air China, it was very difficult to find a representative who understood English. Once a representative was informed of my problem, she seemed indifferent to my needs.
Rating: 2 out of 5
Check-in
Upon check-in in China, I had to show my passport and a credit card for proof of purchase. The process was quite lengthy, and again it was difficult to communicate with the man behind the desk. Being the guest of a star alliance gold member, I was able to move to the front of the line, so that part was nice. Overall, no one was overly friendly, but no one was overly unfriendly either. I felt like the check in process could have been much more organized and efficient.
Rating: 2 out of 5
Lounge
The lounge in Shenzhen had an array of typical Chinese items such as dumplings, noodles, soup, and fried rice. Wine and beer are served as well. The major complaint is that there is no bathroom in the lounge in Shenzhen; instead, I had to use the regular airport squatters outside. In addition, there is a smoking room which is heavily used and emits toxic fumes between visitors.
Rating: 3 out of 5
Boarding process
Boarding an Air China plane reminds me of hide and go seek. Everyone scrambles to find luggage overhead space and has no regard for your presence. If you have ever dreamed of what it may be like to have the talent to make yourself invisible, you will get your chance on Air China. The mightiest of heels and other extremities have a difficult time during this drill. Even the flight attendants were in on the chaos and “swimming up stream” as we were trying to board. I am not a salmon. I am a paying customer trying to get to her seat.
Rating: 1 out of 5
Crew
The crew was largely indifferent about our presence; in fact, many members seemed annoyed that we, English speakers, were on board. With a lack of smiles and no personal touch, I felt as though I had boarded a plane to prison. Warden, can I go to the bathroom? I feel that Air China should train flight attendants on “bedside manner” to make people feel more welcomed and comfortable.
Rating: 1 out of 5
Comfort
As I settled into my seat, the right arm rest tried to escape the plane and caused me to almost fall out of my chair. The chairs had nice recline, but overall the area seemed that it had not been properly cleaned in quite some time. The ceiling had grease stains and the carpet was very scruffy. As far as personal comfort, I was flashed by a camera several dozen times, (at one point, I thought there was lightning) a man blasted his IPad with no headphones, people were up out of their seats or turned around in their seats at all times (even take off and landing), and I was near the bathroom so took on waves of nausea from the smells and rear ends invaded my personal space as people formed a giant line to use the toilets.
Rating: 1 out of 5
Food
A meal was served on our flight from Shenzhen to Beijing. It was actually edible! There was a strange fatty meat in a small dish on my tray that I dared not touch, but the pork and rice were very tasty.
Rating: 4 out of 5
Bathrooms
I do not want to see crusted seven-year-old urine from every passenger who has ever boarded the airplane when I visit the toilet on board. In fact, I would rather smell a pleasant, clean smell when visiting the restroom. But, that is not the case on Air china planes. The bathrooms had urine both on the toilet seats and the floor and were in a very unclean condition. I really am not sure if they ever clean them.
Rating: 0 out of 5
Communication on board
I could barely hear the pilot when he came on the intercom, which I feel to be an important thing to be able to hear. The flight attendants largely did not speak English, so it was difficult to make requests. In general, communication was very poor onboard.
Rating: 1 out of 5
Flight experience
This may be unrelated to the company, but we had some of the worst turbulence I have ever experienced that actually made me wonder if we would make it. We also landed so hard I thought the wheels were going to bust off, along with my kidney. Aside from that, it seemed like the pilots were trained. However, I do question their training with the way our aircraft seemed to perform circus tricks in the air.
Rating: 3 out of 5
Delays
In a previous flight with Air China, our flight was delayed until the next day. After wandering around asking for help for over an hour, we determined that they were putting us in a hotel. This was by no means 3-star quality, 1-star at best. Upon check in, it was a bedlam of people pushing and shoving to get to the desk. When we finally arrived to the front of the line, the clerk asked who I was staying with. Yep, they were going to make me share a room with a total stranger or pay extra. Luckily my husband was there, so I did not have to visit that horrifying thought. We were able to sleep for 3 hours by the time we checked in before we got up for our early morning flight.
Rating: 1 out of 5
As an American, Air China was disappointing. The service was below average, arguably bad. If trying to acquire sky miles, you may want to weigh your options here. Unfortunately, part of the problem flying Air China is their lack of respect from fellow passengers who seem to do whatever they want to do on board, no matter how much it inconveniences others. As a frequent traveler, I know I would appreciate it if Air China put a bit of TLC into their company and enforce rules for passengers.
Overall Rating: 2 out of 5
Reviewer's Statement: Author flew Air China on four separate flights to compile this review.
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