Luggage held over a week, no clear website information about submitting claims, (never received that information to reimburse items I had to pay out of pocket), the reference number did not work on the website so you cannot track your baggage. I spoke to one helpful person by phone at 00 86 21 6833 5040 email email@example.com this is the Shanghai ofc. but they generally don't check their emails to respond to inquiries about baggage, you may need to email a signed authorization form and email it back to them. Two different staff members lied to me about what day they shipped the luggage. Don't do it guys, save your money there are better airlines. The flight itself was ok. However, the lack of accountability outweighs that experience.