China Airlines
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Not for non Chinese speaking international customers
An attempt to claim mileage for a past trip was denied due to a discrepancy between the name on the ticket (including a middle initial) and the frequent flyer account (where the middle initial was missing). The process to adjust the mileage account to include the middle initial was followed. This request was then denied because the submitted documentation (the passport) showed the full middle name instead of just the initial. This circular logic, where a name change was first required and then denied based on the document that clarified the name, is an example of a rigid and unhelpful approach. Broader Issues Reflecting Poor International Customer Service: This experience aligns with numerous online reviews that detail frustrating encounters with China Airlines regarding name discrepancies on tickets and accounts. This indicates a systemic issue with how they handle common international naming formats, where customers may have multiple names or names with different structures than typically found in Chinese names. The representatives appeared more focused on enforcing strict policies than on understanding and resolving the customer's issue. Gate agents also cannot answer “what is the customer service line number you are asking me to call?” When confronted with this simple ask they say “go look it up online”. This is reflective of their attitude to paying customers who spend thousands of dollars with them. Refusing to accept a passport as verification of a name when a name change is requested reflects a lack of critical thinking and a willingness to be flexible. Conclusion: This experience and numerous online reviews from other international travelers suggest that China Airlines falls short in providing effective and empathetic customer service to non-Chinese speaking customers. While they may be responsive to feedback on their official channels, their handling of issues like name discrepancies on mileage claims reveals a deeper problem with understanding and adapting to the complexities of the international travel market. The airline could significantly improve its reputation by training staff to be more flexible, empathetic, and knowledgeable about international naming practices