China Eastern Airlines Review

Beware of the Chinese Imperial Dragon and communism. The Chinese are not just about business and marketing, and martial arts. Brace yourselves for a Chinese ride, they strive to make their customer’s travel as smooth and as comfortable as possible. Let us see how cozy it is to be with China Eastern Airlines

When it started flying with a good pilot-leader
China Eastern Airlines (CEA) was founded on June 25, 1988, in February 2010 the merge between CEA and Shanghai Airlines was to lessen the competition.

The first few years of China Eastern Airlines didn’t go well. They filed bankruptcy with a debt-to-asset ratio of 115%. Even customers lost their trust to the airlines.

A 57 year old Chinese, Mr. Shaoyong Liu is the Chairman of China Eastern Airlines since 2008, he had been in civil aviation since 1978, this makes him a veteran in this kind of business.
He is the president of Guangzhou-based China Southern Airlines which he helped to get back on track in 2007 with net profit of RMB 1.85 billion (US$270 million).

China Eastern Airlines Review - Liu Shaoyong
Liu Shaoyong

China Eastern Airlines was in bad shape for losing RMB 13.9 billion while in debt of RMB 84.25 billion in 2008. Mr. Liu brought a big change to CEA since he was appointed Chairman, by getting a net profit of RMB 540 million in 2009 until now helps CEA to get back in shape.

Facts about China Eastern Airlines
China Eastern Airlines is one of the three main airlines in China, and the airline’s main hubs are at Shanghai Hongqiao International Airport and Shanghai Pudong International Airport with a fleet size of 396. It’s ranking up to the 85th spot from last years 94th in “The World’s Top 100 Airlines – 2015” according to Skytrax. China Eastern Airlines’ slogan: “Travelling the globe, making dreams come true”. The airline became the 14th member of the SkyTeam on the 21st of June 2011

In 2012, CEA received “Golden Ting Awards” during a China Capital Market Annual Conference 2012.

To improve their ability for market analysis. They have a project called “Data Mart”.
The Data Mart project is to learn more service business opportunities. This is possible by analyzing the enterprise database for scheduling, services and productions, with customer information collected. A storage platform with high performance and availability was asked to support effective data storage, analysis and application.

Services
The China Eastern Airline has three classes: The First Class, Business Class and Economy Class.

The First and Business Class passengers enjoy a personal television with films, TV programs, CDs, audio books, radio programs, games, and AC power outlets at their seats. While Economy Class passengers have shared video programming on overhead screens, and variety of music channels

The complimentary food and beverage are depending on the route and destination of the passengers. The First and Business Class passengers are allowed to carry up to two bags with maximum 32 kg per piece, wherein Economy Class passengers are allowed to carry the same quantity however with a maximum weight of 23 kg per piece.

China Eastern Airlines Review - Service

Official Website
As you take a look at the official website of China Eastern Airlines. It will show you a simple and non-user friendly website, the choice of colour is not that bright. The top right of the page provides you the option to select your country and language. The website will give you the option to book a flight either one way or roundtrip, check flight status, self-service check in and ticket verification, and a guide button that will lead you to detailed information about more of their pre-flight and in-flight services. To see more about it, click here.

China Eastern Airlines Review - Website

On the 14th of October 2012, China Eastern Airlines launched a new mobile app which allows their customers to use their mobile phone as a boarding pass, by receiving a barcode. The application is available in English and Chinese.

China Eastern Airlines Review - Mobile App
What people are saying
China Eastern Airlines customer reviews show a very poor in rating. Like 3/10. Almost all of the reviews are complaints. One of the reviewers put a heading “avoid China Eastern at all cost” and talked about their original flight being cancelled, when they boarded their next flight and arrived in Shanghai, customer’s luggage never appeared. He was able to get his delayed baggage report after repeated questions and prompting, that he noted the airlines being “reluctant” to help him out. After four weeks he only got one phone call saying his bag is still lost and he wasn’t offered any compensation. He ended his review saying “terrible airline, terrible service”.

And another reviewer said “the worst experience of my life”, he had a delayed flight and found his luggage nearly destroyed. He reported his concern and the Shanghai customer service refused to listen and was laughing with a sort of contempt. No one was able to accommodate him in English till one American who could speak Chinese helped him to voice out his concern. He was forced to sleep one night at the airport due to the missed next flight. He asked for compensation for the delay and  damaging but China Eastern Airlines never gave him a reply.

Customer Service
The China Eastern Airlines offers special services to their customers with disabilities, visually and hearing impaired, in need of wheelchair, oxygen, and escorts. To pregnant women, with babies, children travelling alone from age 5 to 12, and special order for meals.
They advise their customers in need of the following special services to contact their local reservation office 72 hours before departure so the airline will have ample time to make special arrangements for their flight and arrange assistance with connecting flights.

Contact information

  • Website URL:                   en.ceair.com
  • Contact number:              +86 (95530)
  • Contact Email:                  xyang@ce-air.ru
  • Fax Number:                    +68 21 6268 6116
  • Head Office Address:       2550 Hongqiao Road, Hongqiao International Airport, Shanghai, 200335, China


Conclusion
In this China Eastern Airlines review, the airline’s aim is to service their customer, not the best, only much better. They might not have the best service in terms of in-flight and customer service, however their optimistic attitude after all of those bankruptcies never stopped them from continuing their business, hopefully one day their patience, hard work and determination will pay off. As the saying goes “A wounded deer leaps the highest”.

I hope you enjoyed this review! Feel free to leave a comment below.

 

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1 COMMENT

  1. Good fare on the outbound leg had to pay 3 times the price for the return due to Chinese holidays. Both flights were A320 and looked rather tired & dated inside. Seat belt signs remain on at all times and the flight deck make no comments. Cabin crew efficient – but not over friendly. Reasonable free food and soft drinks. Return delayed 90 minutes with little information & last minute gate change. Luggage arrived before I did as it was placed on an earlier flight

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