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 firstname.lastname@example.org 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.
I’m dealing with a nightmare!!!!! I had a flight from Bangkok to Hawaii. With a connecting flight in Shanghai, I got home to Hawaii and went to pick up my bags from carrousel and NO BAGS! Lady said they never transferred my bags to my connecting flight. I’ve flown 100 times. Never ever have I had to worry about my bags not being transferred to my connecting flight. Now I can’t get anyone on the phone to help me. I was in Bangkok for 18 days getting married so I had a $1100 USD Ralph Lauren custom suit, all my nice clothes and all my nice shoes, gifts I bought.. 5-6 grand USD in clothes and 2 brand new Oakley suitcases. I can’t find my belongings and China Eastetn and Shanghai airport and Shanghai Air doesn’t seem to care and want to help me at all. My guess is someone at the airport steals luggage. My guess is lots of people there just takes nice luggage because by the time you find out.. you are already in another country. Insurance only pays $500 and the amount of paperwork you need to fill out isn’t worth my time. This is a nightmare and I will never fly this airline again and if my flight has a connection in China. I will only travel with carry on baggage