Tima

Aug 25, 2023

Don’t respect customer and irresponsible for their mistakes

We had been chosen hnair for twice and every time it was a disaster. General experience: First time, it was during covid, Hainan Airlines had three flights during that time: one direct flight and two connecting flights to Brussels. The original plan of my friend and I was that the two of them bought a direct flight to go there first, and then I would transfer there. The two tickets has a 7000CNY price difference. And then, before the day they leave, they receive the text message that their flight are cancelled. They can either rebook for free or return full price. The staff highly recommends us to rebook so we did. After we rebook, they then told us the price difference is not refundable. 7000CNY is approximately $1000 and they just took the difference. Later we realized that they did this trick to lots of their route BECAUSE THEY DIDN’T SOLD ALL TICKETS! The reason they give was because of oil problems but later a travel agent told us it is all nonsense. They just want more money and we lost $1000with them! Second time it is today. First they did all same as the last time so my friend’s flight was delayed for four day. And later in 24th August we realized my friend’s brp is in UK and custom may need it. But we have our visa and all other references. So we called the customer service line and asked “I don’t have brp but I have share code, can I board on plane?” And the response was yes, as long as we have student card. So when my friend went to the counter with his student card, he expected that he can get on board. But this time the staff at the counter told him that it’s still not possible for letting him in. Cause they might face a £10000 penetration. They give us a solution that we bring the brp to their staff in Manchester so then my friend can get onboard but it’s already 19:00 and we can not grad that card then! BECAUSE OF THEIR WORDS WE MISSED THE BEST TIME FOR MAKINGS UP. We understand their difficulties so we decided to rebook again, but we also stated that this is not out fault, Hainan airline need to compensate for this. We rebooked first and then we started to talk about compensation, where this is the hell. We have prompted two things as compensation: 1. Upgrade to business class, 2. Cover all cost generated during this delay. Initially they said they are NOT RESPONSIBLE FOR ALL THIS SINCE THEY MISUNDERSTOOD OUR WORD AND WE DIDN’T CORRECT THEM! They only want to offer us coupons for this and said no word about any financial compensation! I couldn’t believe, so I keep arguing. Their staff was really tough: it’s your responsibility that you didn’t check, if you said more we won’t make this mistake, we are not going to upgrade your seat… after a day of argue we still only got our hotel and taxi during this process covered which is 1500CNY. Hainan airline, in the simplest word to describe, is a bunch of jerk. They don’t care their customers and they never give compensation for their mistakes. I would never recommend anyone to book flights in this company and never book their flights again