We got ticket for flying from Seattle to Beijing from Jade, and had the worst customer service experience ever. They have lots of issues --
They don't listen to what you are saying, and don't talk properly at all. Most of all, they are irresponsible. We got our daughter's visa through them. They said they will let us know as soon as the visa arrives. For several weeks, we didn't hear back from them. So, we called them again. They said "Oh, it's lying here, you can pick it up". When we went there, they made us stand for 15 min and then handed over the visa. No sorry, nothing.
Forgot the service, they are even willing to humiliate their customers! I bought three tickets, but one of our fellow passengers had to stay back. I asked, "Can I cancel it ?" She said, "No." I asked, "Can use the third seat for our child ?" She said "No. If the plane is empty, use as many seats. Otherwise we only get two seats".
Then she suddenly started laughing and telling the story to others in Chinese (I could hear it on phone!). After a while she said,"You must be an Indian. They are laughing at you!" I got quite upset, but just tried to reason with her logically,"I paid for three seats and if you cannot refund me, I would at least like to use those three seats. Does this look like a laughing matter to you ?" She said "I don't want to argue with you." And put down the phone!
I later figured that this is the airline policy (and more a general airlines policy). But if that is the case, she can just explain to me in less than 50 words and 2-3 min. I don't know why she has to laugh at me, put down the phone on me, hint at my ethnicity, and keep me on hold for 10+ min.
Frankly, they are a bunch of bozons!