LOST IN TRANSLATION

I have to say, Xiamen Air is the most frustrating airline I’ve come across. I have a medical device called a CPAP machine, which I use for sleeping. When I called to ask if there were plug outlets on board for my long-haul flight from Seattle to Xiamen – they didn’t know.

To be honest, I’m not sure they understood the question, as everyone seemed to speak only broken English, and they kept asking me if I had a doctor’s release to fly with the medical device.

Xiamen Air – train your people a little better please! This is a regular device that thousands of people fly with all the time. And no, I never got an answer about whether there are any outlets available for the device…

Also, with other carriers I have always been able to see what seats are available before purchasing tickets. Not with Xiamen Air: there is no place online to select a seat. I have a disability and really needed a seat with the extended legroom. After several dead-end phone calls, I was told the seats for my Monday flight would be assigned the preceding Friday, and I should call again at 1pm.

When I looked online at the configuration of Xiamen Air’s B787 planes, I saw that rows 10 and 23 had the extended legroom that I wanted to reserve. But the Xiamen Air staff said I must be wrong because economy doesn’t start until row 48 and up… But there is no 787 aircraft that has a configuration like this!

So, my advice: 1. Train your people to have a better understanding of aeroplanes and onboard products, ie are there power outlets? 2. Set up the website so a person can select their seat online when they book. James Bryan, Seattle

BUSINESS TRAVELLER ASIA-PACIFIC CONTACTED XIAMEN AIR FOR A RESPONSE, BUT DID NOT RECEIVE A REPLY.