Experiences on China Eastern vs. Delta
 

I had the "opportunity" to fly MU (China Eastern) and DL a few weeks ago in paid Business Class and wanted to share my experiences for those who might be considering accruing mileage with this "Tier 1" Delta partner.

Reservation / Seat Selection
MU: No issues with reservation. Used DL app to select seat, which upon calling MU, they apparently saw, but this caused issues with their system in "undoing" the seat selection. It was very confusing and took a lot of time on hold, but eventually the seat selection by MU held.
DL: No issues on DL metal.

Using Points to Upgrade to 1st class
MU: Technically one can upgrade a Business Class ticket to their First Class product with MU miles (no SkyTeam upgrade available on MU). After calling in multiple times, I can assure you that if you don't speak Mandarin, you don't want to attempt this.
DL: N/A (no 3-cabin 1st class)

Airport Experience
MU: No issues transitioning from DL domestic to MU international via the new airside tunnel to LAX's TBIT. No additional security and they were able to print out my MU boarding pass at the gate (bags were checked by DL earlier in the day). Not possible to use miles to upgrade at the gate, but they'll happily take $3000+ to go from J to F.
DL: Bag was tagged all the way through on both DL and MU segments without issue (single PNR)

On board experience
MU (New 777-300ER LAX-PVG and PVG-JFK):

• Juice offered as PDB. Meal service was odd - they brought nuts and a hot towel immediately, but then came by with drinks about 30 minutes later. That was the 1 and only time drinks were offered, with the exception of before landing where they came by 1 more time with breakfast. Food was passable on the outbound, inedible on the return. They ran out of my first choice both flights (was seated mid cabin). Menu was odd - they wouldn't let me keep it - they just handed it out, waited 30 seconds for my selection, and took back the menu. It was printed with menus for various times of year with tabs in the booklet. Another oddity: no dessert was offered on the LAX-PVG flight because it was a "night time flight" (a note printed in the menu indicated this point). On the return, they came by with random items in plastic wrap - some had cheese in it (inedible) and some had small desserts (inedible).
• IFE selection and screen size was great. However, every time they made an announcement (which would pause the IFE system), it would exit out of the movie you were watching, not save the spot, and you'd have to start from scratch and fast forward. Imagine this happening multiple times per flight - it was absurd. Was not an anomaly with 1 segment as it was the same thing on the way home and happened to all passengers.
• FAs were nice, but spoke very little English. Service was limited in general but they would accommodate requests if you asked. Cabin was new, but filthy (not properly cleaned between flights).
• Seats were lie flat and wider than DL, but hard as a rock. I needed to use a 2nd blanket as a cushion. Overall I slept well despite the hot cabin.

DL (A330-300 and 767-400):

• In general meals and wine were far better on DL, except on 1 leg where the food was inedible (I tried 2 choices). Usually DL is consistently above average but not great in this regard. Hard product is similar to MU on the DL A330 but I'd say MU has an edge compared to the DL 764.

Baggage Handling
I had the chance to deal with an baggage snafu that was entirely caused by DL not loading my bag on the domestic leg of my trip. At least I could use the DL App to track the situation. They re-routed the bag which arrived PVG 48 hours late and traveled exclusively on DL metal (even though I was on DL/MU)
MU: Their airport filing system in PVG was acceptable, though 100% paper based and manual. Calling for updates was also acceptable during the limited hours of operation, and they spoke sufficient English. I spent about $200 worth of clothing for a business meeting. MU offered to reimburse me $50 and only because I was in business class. Period end of story. They brought the cash in RMB currency along with my lost bag. I'd say 0% chance of getting money after the fact had I not arranged this with their office before the bag was delivered.
DL: I could track my lost bag the entire time with DL and the App, even though MU as the last operating carrier for ME (not my bag) was responsible for delivery to my hotel. I submitted a claim to DL for the remaining $150 and DL promptly issued a cheque to me (not sure if this was because the flight was on a 006 ticket and it was 100% DL's fault for losing my bag). But, they took care of me very efficiently after the fact.

Airport Experience
MU: PVG is a disaster. Total Disaster. Check in was a zoo (even in Sky Priority area). Immigration a zoo. Security a Zoo. And the transfer area was even worse. I missed my connection because MU's inbound aircraft was late, and despite 45 minutes to connect in PVG they wouldn't let me past the transfer desk. No English spoken. None. Was put on the next day's flight and offered a dumpy hotel, which they upgraded to a slightly less dumpy hotel when I complained via a fellow traveler I met in the same situation who was fluent in Mandarin. Ended up moving to my own hotel because their 2nd hotel was just terrible and haven't even wasted the calories trying to get reimbursed. To their credit, my bag was delivered to the bag claim area and I re-checked it the next day. Leave yourself a minimum of 4 hours to check in and go through immigration/security. You need at least 2 hours to transfer at PVG on MU to MU practically speaking.

MU lounges were odd, small, and filthy at PVG. Small lounge downstairs at each gate next to the jet bridge that you could access before boarding. Only you needed to walk back upstairs (no upward escalator) to scan your boarding pass to board, and then walk back downstairs to the jet bridge. Very odd and not sure how they prevent people from sneaking onto the wrong flight.

DL: Didn't try DL at PVG but I'll say part of the issue is PVG, not necessarily MU or DL. SkyClubs are >>>> compared to MU lounges at PVG.

Summary: I would consider flying MU again for a direct flight only, but never a connection, and only if I absolutely had no other reasonable choice. I'd book via DL even though you can maximize MQMs and MQDs by booking with MU directly in many cases. That way DL has skin in the game and may help you if you need it.

Overall DL is a better well rounded airline, though their business class hard product is getting a little dated. Service is infinitely better on DL. If given the choice, DL would be my go to carrier compared to MU any day.

MU has got to improve their ground service if they want to be taken seriously. And English needs to be a mandatory common language given their membership in SkyTeam.

Wow, can't wait for this to replace NRT for connections. :rolleyes:

Delta will have to pour some serious money into PVG is they truly want to make it their new Asian hub.

Too bad there isn't another SkyTeam airline nearby with a major, modern hub airport and efficient operations. Oh wait...

Thanks for the detailed report. Validates keeping MU on my "no fly" list.

^

DL will need to train its agents to use TIMATIC properly and insist that they follow the correct TWOV rules.

MU all the way on MU stock
 

My experience is a bit different
I flew SIN-KMG-PVG-JFK-PVG-SIN in economy.
Bought my tickets through Expedia on MU stock.
Seat selections made by calling in as their web page always ends up in error.
Outbound, the SIN-KMG-PVG-JFK was ok.
As KMG-PVG was considered domestic transfer, I had to pick up the baggage at KMG and re-check through to JFK.
Luggage was broken when I picked it up. Mine was a hard case and the were huge cracks in many places. Would not have survived another leg to anywhere. Made a report to MU and they quickly produced a similar sized luggage, (soft sided) from their storage. Swap bags and quickly check-in.
Check-in at KMG can be tricky as there is only 1 international counter amidst many many domestic counters.
Lounge at KMG as a SkyTeam Elite Plus was ok. I gave the hot meal a pass though. Not very appetizing.
The lounges at PVG are indeed small rooms and the furnitures are in dire need of replacement. Some of the seats are real lumpy. I did not have to go back up to scan my boarding pass. I (and other pax at the various lounges) were told to go direct to the get bridge and board.
On the return trip, the flight from JFK lands at PVG sometime around 4+ but the international transfer desk only opens at 5.30am. No seats around so one just sit on the floor. The staff encourages those with longer layovers to exit the custom area and check-in again later. Some took the offer. In the morning, only 1 lounge seems to be opened and all pax are directed to this lounge. It is bigger and more 'welcoming'.
Other observations. In economy, only red wine (bottled) and a single type of beer is offered. Meals are fine by me. Sky Priority baggage tags are largely ignored and my bag comes out late (KMG,JFK,SIN). It was an average 20-30 minutes wait at the collection. And No C+, exit rows options but I did get aisle seats on all the flights. The different IFE are refreshing. Say lots of Asian productions. While I also experienced the booting out of video issue, I was able to resume play for my videos. MU staff are very particular on all flights about using mobile phones or even charging them. They made explicit announcements to off phones totally and not to leave them even in flight mode. Saw many pax told to power down their phone as they stand there until the instruction was complied. All.The.Flights.

I speak mandarin but still had trouble communicating with MU. No one seems to be able to select seat for they "couldn't load the seat map on a 006 ticket" although it was a code share with them.

I went through transfer and the immigration in 45 mins, but spent a whole hour trying to check in for a Chinese domestic flight. They recheck the boarding passes at the gate so that no one sneaks in a wrong flight. Hint: go to the No. 10 lounge if possible. It is the nicest in PVG T1, or just fly though SHA, which is 20 miles away.

OP good report. Your comments about a zoo remind me of everything when I lived in China.

Delete - wrong thread.

Flying MU is quite ok in my opinion. If the fare is right, it is.. They're not a really good carrier but totally flyable. PVG is rather a disaster - PEK (T3 especially) and CAN are miles ahead. Not that much that MU can do here - maybe they should move more flights to NKG which has a fancy new terminal (and nice lounges, even domestic) - more central in Jiangsu anyway :p

Best takeaway from the post - PVG is an unmitigated mess.
Also, don't expect much help from agents... if you miss your connection, you're screwed.

+1. That is the most important thing to keep in mind.

Make sure to book a connection with enough time to get through the mess that is PVG and to allow for incoming flight delays.

I've had to fly to PVG a couple of times over the last two months. While I can't comment on MU onboard products, I didn't find the airport THAT bad. We had one ATC delay of about an hour (that is par for the course for ANYWHERE in China). While the MU lounge (below gate 21) is dated and the furniture is definitely lumpy, there was an average amount of food there. Breakfast offered eggs, sausage, small sandwiches, 2 types of congee and fruit.

I got a bus gate with the 747 one time and while it seemed chaotic (there were two other widebodies leaving from the SAME gate), the staff got the plane boarded on time.

I agree NRT is nicer (ICN would be awesome if KE and DL could get along), I think the issues with PVG are overblown.

I flew MU last week transiting 2x through PVG. I can't comment on biz as all my flights were in Y, one of them a codeshare on AF. My onboard experience was ok, food not really good, but service by FAs good and well english or french spoken. Transfer in PVG on my outbound was very smooth and quick. Took me maybe 20 minutes from deplaning by bus until arriving at the new departure gate. Lounge staff were very friendly and as my flight was leaving from a bus gate, they organized a private bus from the lounge to the plane. Never got this somewhere else! Flight was an hour late however.

On the other hand MU was not able to get me the BP for the AF operated segment on my return, had to get it in PVG from AF. This time I exited the airport, no zoo, rather well organized and very quick (2 min to pass immigration and customs). Some more folks to leave China, about 10 min wait. From lounge you can directly walk into jet bridge of your plane without regaining boarding area. Rather nice.

All in all rather positive experience which I would repeat. More integration with other skyteam airlines is however needed.