I would like to file a complaint against your airline company Air China for making my wife and I miss our connecting flight in Beijing to Hong Kong. Our flight CA0880 from Montreal on May 19th departed at 4:00pm, 10 minutes earlier than the set departure time of 4:10pm. We had a connecting flight in Beijing on May 20th scheduled at 6:30pm on flight CA107 and was supposed to be landing at 5:00pm however the plane only landed at 5:50 pm in Beijing. Due to this delay we missed our connecting flight to due the poor customer service from Air China at Beijing airport. When we arrived at the Beijing airport we were able to see that the were doing a last call however nothing was done to communicate to hold the plane for us and for other passengers that were supposed to be on that flight as well. This was the first time that we had flown with Air China and was the worst experience ever compared to other Airlines that we have flown with in the past. We had stayed in Beijing airport trying to figure out what to do until 9pm where we were told that we are getting a hotel to stay for the night with a meal included and will be catching a flight the next morning at 8am. We had taken a bus that brought us to a hotel which was the worst hotel ever in my life. Is this how you treat customers? We went into the restaurant hoping for a good meal after all of this terrible customer service and making us miss our flight. We were presented with a buffet that was the most disgusting food ever and with nothing to drink. Once we got into our room it smelled rotten and the bed was like sleeping on a piece of wood. The next day we went back to the airport to catch our flight and arrived in Hong Kong only to find out that one of our luggages is missing and that it was still in Beijing and the other luggage was damaged with one of the wheels broken which I had to purchase another luggage ($150). We ended up getting the missing luggage delivered to us 12 hours later and found out that the luggage was damaged as well with the handle on the side ripped off. The exact same situation happened to my mother in-law and brother in-law on May 22nd with the exact same flights and had to spend a night in Beijing to catch a flight the next morning. Can you explain why do you make connecting flights when nobody can even make them? This is ridiculous and the customer service that Air China provides is way below standard and is a joke. On our way back from Japan on June 7th at Haneda airport, when checking in, we had asked for an upgrade to Premium economy for the flight CA879 from Beijing to Montreal and they agent had told us that the do not do upgrades and we would need to do it in Beijing when we catch our connecting flight. Once we got to gates in Beijing they told us that they do not do upgrades either. Customers looking to upgrade their seats and give Air China more money are turned down. I have a back problem where I needed extra space for the long flight and now my back is worse. That being said, overall this is the worst experience I have ever witnessed from an airline company and I have flown many times with many different airlines. I am demanding for a refund and a compensation for everything that happened and with the damaged luggages. Here are the flight tickets numbers: -999 [protected]/57 -999 [protected]/54 -999 [protected]/66 -999 [protected]/68