Boarding was a disorganized free-for-all. Complete chaos and the gate staff seemed unable to manage the situation. The plane itself was an aged 767 with uncomfortable, cramped seats and no entertainment options whatsoever. Haven't taken an international flight this bad in years. Entire cabin smelled like the lavatories for the duration of the flight.
When I had to change my wife's ticket due to an emergency, we were charged over $415.00. That is unfair.
Good boarding.Easy check in.
Food! Not appealing. Did not eat more than a few bites.
Entertainment system has a bunch of varieties to keep you entertained for a 12 hour flight.
The delays were horrible!!! Had 4 flights with them. Seattle to Vancouver, Vancouver to Beijing, Hong Kong to Vancouver, and Vancouver to Seattle. Seattle to Vancouver was delayed so long that we almost missed our connecting flight to Beijing. Because of that delay our baggage missed the Vancouver to Beijing flight and we had nothing for 2 days!!! It was a hassle to get some kind of compensation and just having to wear the same clothes for 2 days. Also the Hong Kong to Vancouver, and Vancouver to Seattle flights were also delayed
Crew was kind, entertainment and food were good
Seats are really tight
Staff not attentive to customer needs. I asked for a blanket and the stewardess never came back to me.
Flight crew was good, we arrived early on flight out and back! Feel like seats are tinier than ever, maybe it was just me. Food (water & pretzels) were OK, but nothing special (then again it was a short flight, so I didn't expect anything). Plane was small so we needed to gate check bags and the gate attendant came around and tagged everyone's bag for us, well before boarding which was hugely efficient - kudos to her on that!
Gate attendant's mic was broken (or she didn't know how to use) so she had to yell into the boarding area.
On time; safe flight
Service from boarding to landing was impersonal. No headphones etc. Etc.
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