China Eastern worst customer care in the Asia , or the world ?
Mar 10, 2017, 6:57 pm
#1
Original Poster
Join Date: Oct 2015
Location: Cape Town
Programs: BA Exec Gold , Qatar Priviledge Club Plat
Posts: 1,584
China Eastern worst customer care in Asia , or the world ?
Okay so i have been trying for the last 20 days to cancel a passenger in my booking , which is myself in this context. I have called and called every single number listed on MU website and they either do not work, hang up , ring forever or call agent doesn't speak english. I decided today to stay up to 3am so when the call centre opens up at 9am i can hopefully get it all sorted , surprise surprise held for 60mins +. If i do not cancel my ticket i will be charged a no show fee, this has really really annoyed me to the point where i have sworn allegiance to the ," i hate MU club." If this is just the customer service now , can you imagine the flight !
Last edited by Flame3601; May 6, 2017 at 2:28 pm
Mar 12, 2017, 4:33 am
#3
FlyerTalk Evangelist
Join Date: Feb 2003
Posts: 10,224
I lost my bag recently due to a BA delay that caused me to miss my connection in Heathrow. Rather than wait until the next day to get on the BA flight I asked them to transfer me to the MU flight that evening. They did this and I had a great flight in business class with better seats and service than BA on the way over. He only problem was once in Shanghai my bag didn't show due to BA not transferring it to MU properly at LHR.
I went to the MU baggage center and the guys there were polite and professional, told me their computer showed the bag was still in London and that they'd put a request in to get it and call me when it arrives. They called me the next day and delivered the bag to my office. I was very impressed both with the MU seat and service and also the help with the bag.
Im not by any means saying they are the best, but with a bit of patience they can be helpful. All the Chinese airlines are much better than even 2-3 years ago. I'd say that MU doesn't have the world's or Asia's worst service. You've just been unlucky.
I went to the MU baggage center and the guys there were polite and professional, told me their computer showed the bag was still in London and that they'd put a request in to get it and call me when it arrives. They called me the next day and delivered the bag to my office. I was very impressed both with the MU seat and service and also the help with the bag.
Im not by any means saying they are the best, but with a bit of patience they can be helpful. All the Chinese airlines are much better than even 2-3 years ago. I'd say that MU doesn't have the world's or Asia's worst service. You've just been unlucky.
Mar 12, 2017, 10:50 am
#4
Join Date: Nov 2006
Programs: MPC,CA,MU,AF
Posts: 8,171
I lost my bag recently due to a BA delay that caused me to miss my connection in Heathrow. Rather than wait until the next day to get on the BA flight I asked them to transfer me to the MU flight that evening. They did this and I had a great flight in business class with better seats and service than BA on the way over. He only problem was once in Shanghai my bag didn't show due to BA not transferring it to MU properly at LHR.
I went to the MU baggage center and the guys there were polite and professional, told me their computer showed the bag was still in London and that they'd put a request in to get it and call me when it arrives. They called me the next day and delivered the bag to my office. I was very impressed both with the MU seat and service and also the help with the bag.
Im not by any means saying they are the best, but with a bit of patience they can be helpful. All the Chinese airlines are much better than even 2-3 years ago. I'd say that MU doesn't have the world's or Asia's worst service. You've just been unlucky.
I went to the MU baggage center and the guys there were polite and professional, told me their computer showed the bag was still in London and that they'd put a request in to get it and call me when it arrives. They called me the next day and delivered the bag to my office. I was very impressed both with the MU seat and service and also the help with the bag.
Im not by any means saying they are the best, but with a bit of patience they can be helpful. All the Chinese airlines are much better than even 2-3 years ago. I'd say that MU doesn't have the world's or Asia's worst service. You've just been unlucky.
I am uncertain about their phone service though. I never called them.
Mar 12, 2017, 12:47 pm
#6
Join Date: Mar 2014
Posts: 546
MU has some of the best hard products in the sky: double bed in F, reverse herringbone in J, so on, but its soft product is inconsistent compared to some of the top Asian carriers. Its customers are mainly mainland Chinese whose expectations are different from typical Westerners.
Mar 12, 2017, 3:27 pm
#7
Original Poster
Join Date: Oct 2015
Location: Cape Town
Programs: BA Exec Gold , Qatar Priviledge Club Plat
Posts: 1,584
Thanks everyone for their contribution , but seriously waiting 60mins at 3 am to get something sorted via the phone , in addition waited 2 and half hours waiting to get it changed today via the HKG office .... nothing !
What a waste of time
What a waste of time
Mar 26, 2017, 7:56 am
#9
Join Date: Dec 2004
Location: ATL
Programs: DL SkyMiles PM/2MM, AA Plat, IC Diam. Amb., Peninsula regular, amanjunkie
Posts: 5,848
How are operations with MU at PVG these days? Delays, cancellations, diversions? Weather?
Suffered a horrific weather-induced diversion on MU last time. Anxious about the upcoming return.
Suffered a horrific weather-induced diversion on MU last time. Anxious about the upcoming return.
Mar 26, 2017, 1:24 pm
#10
Join Date: Jun 2004
Location: ATL
Programs: Delta PlM, 1M
Posts: 6,363
MU has some of the best hard products in the sky: double bed in F, reverse herringbone in J, so on, but its soft product is inconsistent compared to some of the top Asian carriers. Its customers are mainly mainland Chinese whose expectations are different from typical Westerners.
But to call these soft issues on res/ticking/seats/checkin "inconsistent compared to some of the top Asian carriers" is being generous. They are at best somewhat challenging, and at worst a complete pain.
I put my cash into the seat, so I will fly them. But I do know others will avoid for exactly these reasons.
A modest improvement in these areas would provide a significant bang for the buck to the average non Chinese customer.
Mar 26, 2017, 1:56 pm
#11
Join Date: Mar 2014
Posts: 546
I do not at all disagree that they have good hard product on ling haul fligfhts, particularly when you factor in price. At this moment in time, it is IMO the best TPAC value.
But to call these soft issues on res/ticking/seats/checkin "inconsistent compared to some of the top Asian carriers" is being generous. They are at best somewhat challenging, and at worst a complete pain.
I put my cash into the seat, so I will fly them. But I do know others will avoid for exactly these reasons.
A modest improvement in these areas would provide a significant bang for the buck to the average non Chinese customer.
But to call these soft issues on res/ticking/seats/checkin "inconsistent compared to some of the top Asian carriers" is being generous. They are at best somewhat challenging, and at worst a complete pain.
I put my cash into the seat, so I will fly them. But I do know others will avoid for exactly these reasons.
A modest improvement in these areas would provide a significant bang for the buck to the average non Chinese customer.
May 5, 2017, 7:33 pm
#12
Original Poster
Join Date: Oct 2015
Location: Cape Town
Programs: BA Exec Gold , Qatar Priviledge Club Plat
Posts: 1,584
Round 6
Round 6...
3am
I have been on hold for the last 30 mins to HK call centre , Shanghai's " 24/7" call centre doesn't even work or connect, all i get is the engaged tone. All i want to do is cancel a ticket , honestly never had such poor CS in my life and thinking the hold music is making me insane
It is really starting to piss me off
3am
I have been on hold for the last 30 mins to HK call centre , Shanghai's " 24/7" call centre doesn't even work or connect, all i get is the engaged tone. All i want to do is cancel a ticket , honestly never had such poor CS in my life and thinking the hold music is making me insane
It is really starting to piss me off
May 10, 2017, 1:53 pm
#14
Original Poster
Join Date: Oct 2015
Location: Cape Town
Programs: BA Exec Gold , Qatar Priviledge Club Plat
Posts: 1,584