Service and Sale Hotline:95583/4008-100-999  China |
Login | Sign Up
Home > Customer Service > Customer Support
FAQ
Booking & Ticketing
How to make a reservation?
To make a reservation on Air China, you will need to reserve a seat through the Air China website or by contacting an Air China local sales office. Once a seat is reserved, you will need to purchase your ticket within the specified timeframe required by Air China. If you fail to purchase your ticket within the specified timeframe, the seat reservations will be cancelled.
How to calculate the validity period of a ticket?
The validity period of a special fare ticket is calculated according to related regulations. The validity period of a normal fare ticket which includes a one-way, round trip or multiple segment trip is one year. The validity period of an open ticket (non-scheduled flight) is calculated from 00:00 (zero hour) of the day after the date of the ticket issuance. The validity period of a fixed time ticket (scheduled flight) is calculated from the date after the commencement of travel. For all unused tickets, the validity period is one year from the date of issuance.
How to make changes to a ticket?
If you would like to change the flight route, the date of the flight or the class of service, please contact Air China as soon as possible. Changes will be made depending on the type of ticket that was purchased and the seat availability. According to ticket regulations, you may be required to pay an additional fee for any ticket changes.
How to get a ticket refund?
If you would like to request a refund, it will be handled according to the terms and conditions of the ticket that was purchased. Refunds can only be handled within the validity period of the ticket at the original purchase place of the ticket. For electronic ticket purchases, refunds can be requested online at Air China’s website.
Why are there different fares for Economy Class tickets?
Economy Class offers different sub-cabin seat choices for different fares. If you visit Air China's official website,or dial the sales hotline 95583, we will introduce the best offer first.
Can I book children' or infants' tickets online?
Tickets for children between the ages of 2 and 12 who will be accompanied by an adult are available for online purchase through the Air China website. Tickets for infants who are less than 2 years old may be purchased through the Air China hotline,together with the ticket for the adult.
Can I change the name on my ticket if I find an error after the ticket has been issued?
E-tickets are issued to specific individuals and the passenger name can not be changed after the ticket is purchased. Please be sure that the passenger name is correct before you purchase your ticket.
Why is my ticket considered a special ticket even though it's rather expensive?
Special fares are those that are offered from time to time by Air China based on flight demand and market conditions. These fares are in addition to our regular published fares and their pricing may vary.
When is the best time to find low priced tickets?
Tickets are sold through a nationwide network that is continuously updated each time a ticket is purchased. Ticket prices fluctuate based on demand. Please check the Air China website or call the sales hotline for the most current pricing information.
Why must I provide a phone number when I book a ticket?
We recommend that you provide your phone number so that we can inform you if there are changes to your flights.
Can passengers with a Chinese passport purchase one-way tickets to Bangkok, Kuala Lumpur, Djakarta or Singapore?
Chinese citizens must have round trip tickets with definite dates and seat assignments in order to be admitted to these destinations. One-way tickets do not qualify passengers for entry with a short term visa. Please contact the countries' embassies directly for more information about visa requirements before you purchase your tickets.
How can I purchase a ticket if my name contains uncommon characters?
Use the Chinese phonetic alphabet starting from any uncommon characters that you can't type.
How can I purchase a ticket if my English name is too long?
You can abbreviate your middle name to its initial letter.
Why is there a "stu" logo after my name?
The "stu" logo identifies an overseas student ticket.
Can I reserve a ticket online and pay for it at the airport?
No. Online reservations are held for half an hour. Any reservations not purchased within that time will automatically be cancelled.
Can disabled soldiers or disabled police officers purchase tickets online with the proper credentials?
Disabled soldiers and police officers must bring their credentials to an Air China sales department in order to purchase special tickets.
How many tickets are required in order to qualify for group fares?
Ten tickets or more are required in order to qualify for group fares.
Which credit cards can be used to purchase tickets through the sales hotline (95583)?
Currently, the following credit cards can be used: VISA, MASTERCARD, AMERICAN EXPRESS, DINER'S CLUB and JBC credit cards issued by Industrial and Commercial Bank of China, Agricultural Bank of China, China Construction Bank, Industrial Bank, China Citic Bank, China Merchants Bank, Bank of Communications, China Minsheng Bank, Shanghai Pudong Development Bank, and Bank of China.
Is the letter of authorization required to use an overseas credit card to purchase tickets over the telephone?
Yes, Please note that overseas credit cards can only be used to purchase tickets for the card holder or for a group of passengers that includes the card holder.
What passport information is required in order to make a reservation on an international flight?
Passport number, expiration date and date of birth


Check-In
How to check-in for international and regional flights?
Passengers should arrive at the airport within the required time limit. Please bring your valid passport, necessary visas and other valid travel documents and complete all check-in and immigration requirements in advance.
What is the closing time for check-in on regional and international flights?
For flights originating in Beijing: All of Air China’s domestic and international flights operate out of T3. Check-in counters for Air China flights will close 30 minutes before departure for domestic flights and 60 minutes before departure for international and regional flights. Boarding gates for all flights will close 10 minutes before departure. Customers connecting between Terminal 3 and Terminal 1 or 2 should plan for a minimum connecting time of 2-3 hours depending on the flight.
What types of identification are needed during check-in?
For international and regional flights, passengers will need to show a valid passport, necessary visas and other travel documents. Please be sure that these documents are in your carry-on baggage and not packed in your checked luggage.
Which types of travel documents are valid documents?
Valid travel documents include a resident identification card, a temporary identification card, a military ID card (officer, solider, trainee, civil service cadre, retiree, or staff), travel documents for residents in Hong Kong, Macau SAR and Taiwan, a passport and travel certificate for foreign passengers, a diplomatic identity card, a student identity card for a young person under 16 years old, and a household register or identification issued by the police authority where the household is registered.
What form of identification can a foreign passenger use to take a domestic flight if he or she doesn’t have a passport?
For domestic flights only, foreign passengers can use a photocopy of their passport and a certificate with a photo and seal issued by the Immigration Office.
What documents are required for foreign passengers or Taiwan residents to enter Tibet?
Foreign passengers should have a valid visa and tibet travel permits to visit Tibet. Without this documentation, foreign passengers may transit in Lhasa but can not stay overnight.
What form of identification can I use to check in for domestic flights if my ID card is lost?
You must obtain certificate of domicile from the local police station that maintains your record of permanent residence. Bring this certificate of domicile along with two one-inch ID photos to the airport police station to get a temporary flight ID that you can use to check in.
When is a transit visa required?
If you are departing from China, transferring to another flight in another country and then traveling to a final destination in a third country, please check with the governments of the countries you will transit to determine whether you will require a transit visa prior to your departure, to ensure that your trip will not be delayed.
What passport validity is required to purchase tickets for international flights?
Passports should be valid for at least six months after the date of the international flight, except for regional flights (Hong Kong, Macao and Taiwan).
Can mainland residents use a Hong Kong and Macao Pass to take domestic flights?
Yes
Can Hong Kong Identity Card be used to take mainland flights?
No
Can I check-in online if I'm taking a code share flight?
No. Only flights flown by Air China qualify for online check-in.
Can I check-in online if I have checked baggage?
Yes, but you still will need to check your luggage at the airport check-in counter. Please arrive at the airport with enough time before your flight to allow for checking in your luggage.
Can I check in using a first generation ID card?
Yes, but the card must be valid, not expired and not revoked.
If I have checked in online, can I cancel my check-in?
Yes. You can cancel your check-in through the Air China website up to two hours before the flight departure time. Check-in can be cancelled a maximum of three times
Is online check-in available for children, infants and passengers with special needs?
No. Children, infants and passengers with special needs must check-in at the airport service counter.
If I have already checked in online can I change my seat assignment?
Yes. You can cancel your original check in and check in again, up to two hours prior to your flight departure time.
I've checked in online. How can I find my boarding gate information?
Boarding gates may not be determined at the time you check-in online. Always confirm your boarding gate when you arrive at the airport on the date of your flight.
I'm traveling with a child. I can check-in online but my child can't. What shall I do?
If you can open the seating chart, you can call 95583 to request seats for yourself and your child. If this option isn't available, please check in at the airport service counter to make sure you and your child can sit together.
What is the check-in procedure for an international flight that has a domestic transit stop? For example a flight from Beijing to Sydney that transits in Shanghai?
Passengers can check-in at the city of origin and check their luggage through to the final destination, but at the domestic transit city, passengers will need to disembark the airplane with their carry on luggage to attend to exit formalities
What formalities should I attend to at the airport for an international flight?
Get a boarding pass, check your luggage, go through the health and quarantine inspection, the exit frontier inspection, the security check and customs inspection, then proceed to the gate area and wait to board your flight.
Where do I check-in for code share flights?
Go to the check-in counter of the airline that will operate the flight
What is Through Check In?
Passengers have tickets for two or more flights, or have two or more tickets with consecutive ticket numbers. The departure airport will route passengers' luggage through to their final destination airport and manage the check-in procedures for all transfer airports enroute for transit stops that do not exceed 24 hours.
What options does Air China offer for check-in?
Passengers can check-in at the airport service counter, the Air China website, by telephone or by mobile phone.
How does the website check-in work?
Log on to the official Air China website, select "Check-in", fill in your name, ID type, ID number, mobile phone number, departure city and other information as required.
When is online check-in available?
Online check-in begins at different times for different flights. Please check the website to see when online check-in begins for your flight. Online check-in for all flights ends two hours before departure time.
When is online check-in available for international flights?
Online check-in for international flights begins at different times for different flights. Please check the website to see when online check-in begins for your flight. Online check-in for all international flights ends three hours before departure time.
Under what circumstances can I check in by telephone?
If you have booked your ticket through 95583 and paid by mobile phone you can check-in by phone for domestic flights carried by Air China originating in Beijing, Nanjing, Hongqiao, Dalian and Harbin. Telephone check-in is not available for the domestic portions of international-domestic combined flights or for CA4188, or for infants, children, disabled passengers or passengers who require special services.
What is the deadline for telephone check-in?
Two and a half hours before departure time
Can I check-in in advance in Lhasa?
No. Passengers must check-in at the airport service counter.
If I have checked in using 95583 can I cancel my check-in?
Yes, by calling 95583 at least one and a half hours prior to departure, or by going to the airport service counter.
Under what circumstances can I check in using my mobile phone?
You can check in using your mobile phone for domestic flights carried by Air China originating in Beijing. However, Mobile phone check-in service is not available for the domestic portions of international-domestic combined flights or for any flight from Beijing to Lhasa, or for infants, children, disabled passengers or passengers who require special services.
When is mobile phone check-in available?
From 24 hours prior to flight time until 90 minutes prior to flight time.
What are the procedures for checking in by mobile phone?
Log onto the Air China mobile check-in website WAP.AIRCHINA.COM, accept the terms of service, enter your passenger information, select your seats, check-in, and download the two-dimensional bar code.
Can I cancel a check-in I completed using my mobile phone?
Yes, by calling 95583 at least two hours prior to departure time or by visiting the airport service counter.


Baggage
Which routes have baggage restrictions by weight?
All domestic routes operated by Air China have baggage restrictions by weight.
Which routes have baggage restrictions on number of pieces?
International and regional routes operated by Air China have baggage restrictions by number of pieces.
What are the baggage restrictions by weight?
Passengers holding adult-fare or child-fare tickets are entitled to a free baggage allowance of 40 kilograms for First Class passengers, 30 kilograms for Business Class passengers and 20 kilograms for Economy Class passengers. Each piece shall not exceed the maximum dimensions of 100 centimeters (long) x 60 centimeters (wide) x 40 centimeters (high). Passengers holding adult-fare or child-fare tickets are entitled to a free checked baggage allowance of 20 kilograms for Economy Class passengers. Each piece shall not exceed the maximum dimensions of 100 centimeters (long) x 60 centimeters (wide) x 40 centimeters (high).
What are the baggage restrictions by piece for First Class and Business Class passengers?
First Class or Business Class passengers with adult-fare or child-fare tickets are allowed up to two pieces of checked luggage free of charge, each weighing no more than 32 kilograms with total linear dimensions of 158 centimeters or less per piece.
What are the baggage restrictions by piece for Economy Class passengers, child passengers and infant passengers?
For China - Japan routes and routes to/from America, Economy Class passengers with adult-fare or child-fare tickets are allowed up to two pieces of checked baggage free of charge, each weighing no more than 23 kilograms with total linear dimensions of 158 centimeters per piece. For routes other than China - Japan routes and routes to/from America, Economy Class passengers with adult-fare or child-fare tickets are allowed one piece of checked baggage free of charge, weighing no more than 23 kilograms with total linear dimensions of 158 centimeters or less; The infant-fare ticket passenger is allowed one piece of checked baggage free of charge, with total linear dimensions of 115 centimeters. In addition, a foldable baby stroller or bassinet may be checked in free of charge, or may be carried in the cabin if there is room, with approval from the chief flight attendant.
How does Air China find lost baggage?
When the bags are reported lost, Air China will enter the relative information to the "WT System", which does an automatic search for 24 hours. Our staff responds to requests anytime of the day. Any findings will be communicated immediately to the passenger. In addition, Air China will also contact the Air China office at the original departure location and any transit locations to begin searches through other channels.
What is the compensation policy if baggage is lost or damaged? How to calculate?
Compensation Limits for International Flights:
For flights qualifying the Warsaw Convention, the baggage compensation limit is 18 SDR* per kilogram. If the actual damage of the baggage is valued less than the limit, you will be compensated according to the actual damage. The baggage compensation limit for unchecked baggage is 332 SDR*.
For flights qualifying under the international transportation policies of the Montreal Convention, the baggage compensation limit is 30 USD (or equivalent currencies) per kilogram. The baggage compensation limit for checked and unchecked baggage is 1131 SDR* providing that proof is presented. If the actual damage to the baggage is valued less than the limit, it should be compensated according to the actual damage.
If the weight of the baggage cannot be confirmed, the compensation will be made according to the free baggage allowance entitled per class of service.
The one-time compensation for baggage delays are RMB300 (or equivalent currency) for Economy Class, RMB400 (or equivalent currency) for Business Class and RMB500 (or equivalent currency) for First Class.
*SDR (Special Drawing Right) refers to the artificial currency unit created by the INTERNATIONAL MONETARY FUND. One (1) SDR represents an equivalent of approximately US $1.37 and the exchange rate may fluctuate.
Is a small oxygen bottle allowed onboard?
All types of oxygen equipment are prohibited onboard all flights
Which cities allow baggage to be checked through to final destinations?
Europe: Baggage on flights to destinations via European cities can be checked through to the final destinations.
Australia, Japan and Korea: Baggage cannot be checked through.It must be claimed and rechecked enroute.
America and Canada: Baggage must be claimed at the first point of arrival in North America for Customs inspection. Baggage check-in will be processed at the baggage transfer area without reissuing a baggage tag.
Flights transiting through Hong Kong: Baggage can be checked through to final destinations.
For combined domestic-international flights: For virtual flights and Through Check-In flights, luggage can be checked through to final destinations. For other flights, luggage must be claimed and rechecked.
What is the baggage allowance for domestic flights that are part of an international-domestic routing?
For flights flown by Air China as part of a combined route with international flights, each baggage allowance should not exceed 32 kg.
What are the restrictions on carry-on baggage allowances for domestic flights?
For flights flown by Air China, each First Class passenger can carry on two pieces of luggage weighing no more than 5 kg each; Business Class and Economy Class passengers can carry on one piece of luggage weighing no more than 5 kg. Maximum dimensions for carry on luggage are 55 x 40 x 20 cm. Baggage that exceeds these standards should be checked.
What are the restrictions for liquids and cosmetics for passengers on domestic flights?
Each passenger can have only one of each type of cosmetic product.
The maximum capacity for individual container is 100 ml
All items are placed in a single bag for inspection.
The total volume of all personal cosmetics should not exceed 1000 ml
What are the provisions for diabetics who require medication onboard domestic flights
When taking domestic flights, diabetics are allowed to carry sufficient supplies of insulin, hypodermic syringes with needles, liquid food (such as sugar-free juice) and other items, but they must have a medical certificate, doctor's prescription and documentation for the medicines, all of which must be inspected by security staff prior to boarding the aircraft.
Can I bring infant formula on board?
No, but you can bring powdered formula and mix it with water on the plane.
Can I bring musical instruments on board? Is there a size limitation?
If the size of the musical instrument exceeds the size of a standard carry on bag and you want to bring the instrument on board, you will need to buy a baggage seat ticket, which is priced the same as a passenger ticket.
Can passengers bring lighters or matches on the plane?
No. Lighters and matches are forbidden in both carry on and checked baggage.
What is the process for reporting lost or delayed baggage at the airport?
If your baggage doesn't arrive at the baggage claim carrousel, please register at the Air China service counter before you leave the airport. Tell the customer service agent that your luggage has been delayed and provide a description of your bag(s). The customer service agent will give you a baggage report number that you can use to check on the status of the bag any time.
Can I take edible oil on the flight?
No. Inflammable and explosive items are forbidden on all flights.
Can I take raw eggs on the flight?
No. Fresh and raw items are forbidden on all flights.
How can I check over-sized baggage?
If you need to check in overweight or oversized baggage, please arrive at the airport at least 120 minutes before the departure time to allow plenty of time to complete baggage check-in procedures.
How can I reclaim carry on luggage inadvertently left on board a plane?
Please inform the lost and found department at the arrival airport and file a report as soon as possible after you realize your carry on baggage is still on the plane.
How much cash can I carry on board?
Passengers may carry a maximum of RMB 20,000 or foreign currencies equivalent to US$5,000.
Why was there a difference between the free luggage allowance for my departure trip and my return trip?
This is because you chose different carriers for your departure trip and return trip and they have different policies for free luggage allowances.
Why is there no free luggage allowance for the XX segment in my itinerary?
This means the carrier does not permit free luggage check-in. A payment is required for checked luggage.
Why couldn’t the sales staff tell me the exact overweight luggage charge policies when I purchased my ticket?
Because the carrier of the XX segment in your itinerary hasn’t posted its policies on overweight luggage charges to the system, we can’t retrieve the overweight luggage charge rates for that carrier. We recommend that you contact the carrier directly for information on overweight luggage. Please arrive at the check-in counter at the airport early enough to allow time to complete luggage check-in procedures for the XX segment of your trip.
What does the abbreviation “NIL” behind the XX segment on the itinerary mean?
This means the carrier does not permit free luggage check-in. A payment is required for checked luggage.
Why did the free luggage allowance change when I rescheduled my flight?
(1) In cases where no ticket has been used: Because your ticket hasn’t been used for any flights, we will issue a new ticket after you apply for rescheduling. As a result, your free luggage allowance will be based on the free luggage policies that are in effect on the date of the re-issued ticket.
(2) In cases where a connecting point has been changed to a stopover point: If a connecting point (transfer within 24 hours) for your ticket has been changed to a stopover point (a stay of 24-hours or more) as a result of rescheduling, you will need to claim the checked luggage at the stopover point. Because the luggage claim location has been changed, the luggage policies applicable to your luggage will also change. As a result, the luggage policies of XX carrier will no longer apply to your itinerary and the free luggage allowance policies of YY carrier will apply.
Why do Air China’s free luggage allowance policies apply to my luggage even though I’m not taking Air China’s flights?
Since Air China is the leading carrier on the combined flights you’re taking, Air China’s free luggage policies apply to the entire luggage transport process from luggage check-in to luggage claim regardless of the actual carrier for each flight segment.
Why is the free luggage allowance for my new ticket different than it was at the time I first inquired?
As various airline companies adjust their free luggage allowances and overweight luggage charge policies from time to time according to market conditions, luggage policies of the carrier you contacted may have changed before you purchased your ticket. Free luggage allowances and overweight luggage charge rates are based on the luggage policies shown on your itinerary effective on the date of purchase.


Special Services
What is the age limit for services to unaccompanied children?
Services to unaccompanied children are available for children between the ages of 5 and 12(inclusive) who will be traveling without an adult (over the age 18 years old with full capacity for civil conduct).
Services to unaccompanied children may also be available to travelers between the ages of 12 and 18. Currently, Air China’s unaccompanied children service is not available for passengers at connecting flights. If the connecting flight or return flight involves other airlines, please contact the actual carrier.
What is the service charge for services to unaccompanied children?
For international and regional flights, RMB 260 or the equivalent in foreign currency for a one way direct flight will be charged for services to unaccompanied children.
What documents need to be provided when requesting service for unaccompanied children?
To request service for unaccompanied children you will need to provide your ID and passport and the travel documents for your child. You will also need to provide the names, addresses and telephone numbers of the persons who are bringing your child to the airport and picking up your child from the airport at his or her destination so that we can contact them if necessary.
What documents need to be provided if my child is flying by himself or herself?
Your child should hold all valid travel documents including tickets and receipts and the application for the unaccompanied children service. Please be sure that all of the documents are safely packed in your child’s carry-on baggage.
How does Air China assist my child during check-in and security screening?
During departure and arrival, we will appoint a special customer service person to assist your child with all check-in procedures, customs, security checks and baggage retrieval. The special customer service person will also look after your child and their travel documents while waiting for the flight. Once on the plane, we will introduce your child to the chief purser who will make sure the flight is enjoyable for your child. To ensure a smooth check-in for your child, the persons who are bringing your child to the airport are recommended to confirm the departure of the flight before leaving the airport.
What services does Air China provide to my child to ensure security when a flight is cancelled or delayed?
If the flight is delayed, we will appoint someone to look after your child and arrange for accommodation and transportation if needed. We will also contact the person picking up your child and any other Air China departments that might be affected. If the flight is cancelled, we will contact you and return your child safely.
How does the person picking up my child at the destination meet my child when the plane arrives?
We will inform the person picking up your child of all flight information in advance. When the flight arrives, we will appoint someone to meet your child and complete all arrival formalities with the chief purser. Once the person picking up your child shows proper identification, a ground handling person will release your child.
How far in advance do I need to contact Air China if I need stretcher service?
Please contact Air China at least 72 hours before the flight departure if a stretcher service is needed.
What are the regulations for transporting a wheelchair?
Both manual and electric wheelchairs are transported as checked baggage. They qualify as free checked-baggage so they are not included when calculating baggage allowance limits. If Air China approves the use of a wheelchair during check-in and boarding, it can be checked at the departure gate after boarding.
If an electronic wheelchair is checked, the packing should be as follows:
● Wheelchair with leak-proof battery – Ensure the battery does not have a short circuit and it should be securely installed on the wheelchair.
● Wheelchair without leak-proof battery – The battery should not be installed on the wheelchair and should have protective packaging. It should be leak-proof and fixed with a belt, fixture or bracket on the pallet or in the cargo compartment. Ensure the battery does not have a short circuit and it is filled with suitable absorption material to absorb any leaked liquid.
● The packing will be marked as either "BATTERY, WET, WHEELCHAIR", or "BATTERY,WET,WITH MOBILITY AID".Additional labels will be added saying "CORROSIVE" and "UPWARD".
Under what conditions can customers request cradle service for infants?
Cradles are available for infants between 14 days old and two years old, who are no more than 75 cm long and weight no more than 10 kg.
Which cabins provide cradles?
Economy Class accommodates requests for cradles; First Class does not accommodate cradles. Business Class may accommodate cradles if a request is made and approved in advance of the flight.
What is the procedure for requesting an infant cradle?
For routes other than Sao Paulo, passengers requesting an infant cradle should go to Air China's designated ticket offices in the departure city at least 48 hours prior to their flight departure time to request a cradle; For the Sao Paulo route, passengers should go to Air China's designated ticket offices at least 72 hours prior to their flight departure time to request a cradle. Remember to bring all travel documents for the adult passenger and the infant when you purchase tickets. Because the number of aircraft with cradles is limited, advance consultation with an Air China business department representative is recommended.
Restrictions on flying for pregnant women
Women who are 35 weeks or more into a pregnancy, or who have an expected date of childbirth less than four weeks away, or who are approaching the date of childbirth without a confirmed date, or who are known to have multiple births or are expected to have birth complications, or women who are within seven days after giving birth may be denied boarding.
If I have been approved for wheelchair service at my departure airport, do I need make a separate application for wheelchair service at my destination airport?
No. If you have successfully applied for wheelchair service, you will receive the service at both your departure and destination airports.
Is there a limit on the number of infant passengers allowed on each flight?
To ensure flight safety, each aircraft on each route has a specified regulation regarding the number of infant passengers to be allowed on the flight.  If you plan to fly with a baby, please notify us about the baby at the time of ticket booking or seat reservation to avoid any flight delays that might result from exceeding the number of infant passengers allowed per flight. We will issue a ticket for you and your accompanying baby as long as doing so complies with the corresponding flight limits on baby carriage.


General Passenger Transportation Information
If I've purchased an Air China ticket, can I change the date using 95583?
If your ticket contains a provision that allows you to change the date, and you can provide your name, ID number, ticket number and flight information, you can request a change of date through 4088. Any costs associated with the change can be paid by credit card.
If I booked my ticket from an agency, can I confirm it through 95583?
Yes. You must provide the passenger's name, ticket number and ID number.
Can I extend the validity of my ticket? If so, how can I request an extension?
The validity of domestic tickets can not be extended. Whether international tickets can be extended is determined by the company that issued the ticket. Please check about validity periods prior to purchasing a ticket from an international carrier.
If I miss a scheduled flight, do I need to cancel my seat in advance?
There is no penalty for missing a domestic flight, but we suggest that you cancel your seats in advance, in order to make them available for other passengers. For international flights, passengers should inquire prior to the date of the flight whether there is a penalty for missing a scheduled flight.
If my flight is canceled, what should I do?
If you are informed in advance that your flight will be canceled, Air China will change or refund your ticket at no cost to you. We suggest that you contact us as soon as possible, so that we can quickly rebook your ticket on the next available flight.
How can I check the flight status?
You can dial 95583 or log on to Air China's official website for updated flight information.
Can I change the date of a ticket I bought using mileage by calling 95583?
Yes, but you will need to pay any costs associated with the change at an Air China sales office.
How can I reserve a seat in the emergency exit row?
Seats in emergency exit rows can not be reserved in advance.
Is there an escort service available for senior citizens?
At present Air China doesn't offer special services for senior citizens.
Is there an age limit for senior citizens to fly?
Air China has no age limit for senior citizens, as long as the physical condition of the passenger is suitable for air travel. We suggest that senior citizens should be accompanied by healthy adults.
Is there a limit to the number of infants or children that one adult can take on board?
One adult can take at most three children or one infant and two children, or two infants (one of the infants should buy a children's ticket).
Do I need to pay special attention to infants when the plane is taking off, landing or during the flight?
Because there will be pressure in the cabin caused by the change in altitude when the plane is taking off or landing, your infant may cry because of discomfort in the ears. This is a normal situation. During these times, you can give the infant a nursing bottle or feed it, which will help relieve the pressure in the ears. If your infant has special needs, you can bring your own infant foods or snacks.
After I have purchased a ticket, how can I verify it?
You can dial 4008158888 or log on to Air China's official website (ticket authentication under customer service).
After I have bought insurance, how can I confirm it?
If you've bought insurance through Air China's official website or 95583, you can see confirmation on the lower right corner of your itinerary page.
I've already purchased a ticket, but now the fare is lower, will Air China refund the difference to me?
It is common practice for airlines to adjust fares according to market demand. The fare for your ticket was determined at the time you bought it. Air China will not refund the difference in price.
What types of aircraft does Air China have?
Boeing 767, 777, 747, and Airbus 330, 340.
I haven't received the itinerary page for my e-ticket. Will that impact my trip?
No. However, the itinerary is used to apply for reimbursement. You should keep it in a safe place. If you need to apply for a refund, you will be asked to return the itinerary.
How can I obtain a copy of my itinerary?
If you bought your ticket through Air China's website, you can choose either online access or calling the Air China service hotline 95583 to apply for the service. If you've bought your ticket through other channels, please go to the place where you purchased your ticket and ask for a copy of your itinerary.
If I changed the date of my ticket, what documents will I need to apply for a refund?
You will need two itineraries to request a refund. One is the itinerary for your original ticket, showing the fare that you paid. The other is the modified itinerary showing the fees charged for the changes.
Must I print my itinerary at the departure airport?
No, you can print it at either the departure airport or the destination airport.
After I have booked my ticket, can I change my ID number.?
The ID number. on the ticket should be the same as that on the passenger's ID card.. If they are different, you should contact the place where you bought your ticket to change it before you check in.
Where is the Air China check in counter at Shanghai Pudong Airport?
Air China's check-in counters are located in the No. 2 Terminal. Check-in procedures are stopped 45minutes before departure time.
Do code share flights earn Air China mileage credit?
If the airline that operates your flight is a member of the Star Alliance, you can earn mileage credit for the flight. If the airline that operates your flight is not a member of Star Alliance but is a cooperative partner of Air China, you can still earn mileage. If the flight is operated by an airline that isn't a partner with Air China or a member of the Star Alliance, you will not earn mileage credit for the flight.


Special Meals
How long before my flight do I need to contact Air China if I need a special meal?
Please contact Air China at least 24 hours prior to departure if a special meal (other than a kosher meal) is needed. We do not accept requests for special meals within 24 hours of a flight’s departure time.
How long before my flight do I need to contact Air China if I need a kosher meal?
Please contact Air China at least 48 hours prior to departure if a kosher meal is needed. We do not accept requests for kosher meals within 48 hours of a flight’s departure time.
If I requested a special meal from an Air China Ticketing Office or an authorized agent, do I need to re-confirm with Air China before check-in?
Special meal requests made at the time of booking through Air China Ticket Offices or authorized agents are subject to confirmation from the seat reservation system, which shows the request as "accepted" or "rejected". If your request has been confirmed as accepted, there is no need to re-confirm before check-in.
If flying on a code-share flight or a charter flight, should the passenger contact the actual carrier or the code-share carrier to request special meals?
For charter flights and code-share flights operated by any Air China code-share partners, passengers should contact the actual carrier to request special meals and must follow the special meal standards of the actual carrier.  For charter flights and code-share flights operated by Air China with code-share partners' codes, Air China will confirm special meal requests in accordance with Air China's rules for special meals, if the passenger made the special meal request at the time of booking.
How many special meals can one passenger request for one flight?
Each passenger may request only one special meal per flight. In cases of passengers flying with a baby, in addition to the special meal for you, you can also request one baby meal (BBML) for the infant passenger included in your reservation record.


Online Booking
Why might I have trouble booking my seat online when there are seats available?
On Air China’s website you are able to check the seat availability for particular flights within a year timeframe. The website will display the fares and seats available for different classes of service on the flight that you have selected. You are able to book a seat by choosing the flight and class of service and entering the required passenger information. The reservation request will be sent by the website to the airline reservations system and you will receive a reservation confirmation and a request to purchase the ticket. If you do not see this page or receive error information, the reason might be one of the following:
A. While you are making your reservation, another passenger might be checking seat availability on the same flight. The first passenger to make the reservation request will have access to the seat, so you may need to select another seat. Hopefully there will be another seat available in the class of service that you choose on a particular flight.
B. The website may experience trouble if there are internet problems. In case of a system failure on the internet, the website may not respond to your booking request.
C. Other undefined factors might cause the failure of your booking. Please try again after a few minutes. If you continue to have trouble and there is no update of a system shutdown on the Air China website, we recommend that you call the Air China Call Center Hotline 95583 for further information.
Do I need to pay for the ticket immediately after making the reservation?
Yes. This is a two step process. You need to both reserve your seat and purchase your ticket in order for the ticket to be issued. If you book your seat but fail to pay for the ticket online within 30 minutes, your seat reservation will automatically be cancelled and we will re-sell the seat to another customer.
Can I make changes to my ticket if I have a confirmed reservation?
Currently, online rescheduling is available for e-tickets (you can make changes to the flight date and the departure time, flight class and fares for the same departure and destination cities). If such rescheduling service does not meet your needs, you may proceed to an Air China office or Air China's stand-by counter at the airport to request the services you need (change to another carrier, etc.)
How can I request a refund?
Refund requests for issued e-tickets can be processed online. You can locate your reservation via “My Booking” and apply for a refund there. Air China will verify your refund request according to related policies. If a refund is granted, the amount of the total fare, after deducting the refund service fee, will be returned to the bank account you used to pay for the ticket. For financial security reasons, we never give cash refunds for e-tickets purchased online. For updates on the status of your refund application, you can visit the “Refund Management” section under “My Order” on Air China’s website.
How do I check-in?
When you have an Air China E-ticket, you can check in using any of the following ways:1. Check in at the airport with your valid travel documents. (These documents must be the same as the documents you used when making the reservation): Proceed to a designated Air China counter at the airport to check in for your flight, select a seat and get a boarding pass. The Air China staff will confirm that your e-ticket matches the ID number/name you used to purchase the ticket and will confirm the flight number and time of your flight, print your boarding pass, and show you where to check in your luggage. After you have checked in your luggage and picked up a boarding pass, proceed through the airport security checkpoint with your boarding pass, and go to your departure gate to wait for your flight. To avoid delays, we recommend that you arrive at the airport 90 minutes prior to your scheduled departure time to allow enough time to reach the gate in time to board your flight.2. Check-in online at Air China’s website: When your itinerary and check-in time allow for online check-in, you can check-in online, select your seat and print your boarding pass. Upon arrival at the airport, you can go directly through the security checkpoint and board the flight using the A4 boarding pass you printed. 3. Check-in at an airport self service kiosk: You can use the self service kiosk at the airport to check-in using valid travel documents (These documents must be the same as the documents you used when making the reservation). At the kiosk, you can select your seat and print your boarding pass by following the on-screen instructions. 4. Check-in using your mobile phone: When your itinerary and check-in time allow for mobile check-in, you can use your mobile phone to check-in, select your seat and receive a unique 2D-barcode that will serve as your electronic boarding pass. When you arrive at the airport, you can go directly through the security checkpoint and board the flight using your electronic mobile boarding pass. For flight changes, rescheduling or class upgrades, please visit an Air China standby counter at your local airport.Send text messages to 95583 via mobile phone to check in: You can send "5" or "Check In" to 95583 and the Air China Secretary will instruct you to transmit the flight date, your flight number and ID number. For example: "2011,09,22, CA123, 110101190001011234", then follow the SMS instructions. The system will automatically help you with seat selection and check in formalities. If you have travelling companions, you can also transmit the date, flight number, your ID number and your companions' ID number. By following the SMS instructions, you can use the Air China system to help you check-in your companion and select a seat adjacent to your seat.
How do I get reimbursement using an E-ticket?
The Itinerary/Receipt of an E-Ticket for Air Transportation which is issued under the supervision of the State Administration of Taxation can be obtained at the airport, a sales agent’s office, or any Air China ticket office. It can serve as a payment or reimbursement voucher. You may verify your e-ticket information via “Ticket Authentication” at the e-ticket homepage of Air China's website http://www.airchina.com.cn/www/html/index/customerService/support/validate/


Online Payment
Can the security of an online payment be ensured?
When you start to make a payment online, the transaction is transferred from Air China’s website to the newly opened webpage of the bank (please make sure that the original e-ticket webpage of Air China is not closed, otherwise a payment error will occur). At this time, the security and technical reliability for your online payment will be ensured by the bank. You can refer to the detailed information about online payments at the official bank website.
What should I do after the payment is made?
If the transaction goes smoothly, the website will receive confirmation from the bank (as long as the Air China e-ticket webpage is not closed during the online payment process) and generate an e-ticket number (different from the serial number on the website, the ticket number relates to a passenger, while the serial number relates to an order) for you after verifying your payment. You may use the e-ticket number, along wth your identity documents to check in at the airport. At the same time, for your travel convenience, we provide you with an "Email Itinerary Copy", a summary of your flight itinerary emailed to your designated mailbox. When you check your booking information in the “My Order" section of the website, you will see the status of your booking as “ticket issued”.If you check the status of your booking and find the status is “wait for ticketing (ticketing failed)”, that indicates that although you’ve made the payment, the website failed to issue you the ticket automatically for certain reasons, and you will need to contact Air China staff for assistance (Air China sales service hotline: 95583)
Why the website did not generate a confirmation after I paid for the ticket, while my bank account has been debited? (Payment Errors)
This may be caused by the internet. On rare occasions, the information required by the system for a successful payment is not sent from the bank to our website, so the website cannot confirm that your payment has been made even though your bank account has been debited. In this case, we call it a “payment error” and you will need to contact Air China staff for assistance (Air China sales service hotline: 95583)
What should I do if I happen to close the bank payment webpage? (Or in the case of an unexpected power shutdown or internet access problems)
Whether or not your payment is completed, please log onto the bank website again to check whether your account has been debited. You also need to log onto Air China’s e-ticket website and check the status of your booking by checking the "My Order" section:If your bank account has been debited and the booking status is "ticket issued", no further actions are needed as your e-ticket has been issued;If your bank account has been debited and the booking status is "wait for ticketing (ticketing failed)", you have to contact Air China staff for assistance (Air China sales service hotline: 95583).If your bank account has been debited and the booking status is "booked", it indicates a payment error occurred and you need to call Air China to solve the problem according to the related instructions stated above in "Payment Errors".If your bank account has not been debited, you only need to find your reservation under "my booking" and click on "View Order" in the itinerary information page, then click the "Pay Now" button to continue your transaction.
Can I repeat my payment for one booking?
No. You should not repeat your payment when you find your ticket has already been paid for. (It excludes the situation that your account is not debited with the payment.)
What can I do under other scenarios of payment errors or failures?
Following the principle of "checking the account first and then your booking", you need to verify whether your account has been debited or not and to check the status of your booking. Then you will need to provide all the related information to the service department of Air China by calling 95583 and we will help to solve the problem as soon as possible.


Insurance
How many insurance policies can each passenger buy for each flight through 95583?
A maximum of four
What coverage is provided by the air travel insurance offered by 95583 and what does it cost?
The coverage is 600,000 RMB. Each policy costs 20 Yuan.
If I keep the passenger ticket, can I request a refund for the air travel insurance policy I purchased through 95583?
Yes, a separate refund application for air travel insurance can be made any time prior to flight departure.
If I request a refund of the return portion of a round trip ticket, can I also get a refund of the air travel insurance I purchased with the ticket through 95583?
No. you can request a refund of the return trip ticket price but the insurance premium can not be refunded
Can I buy air travel insurance by telephone or through the website?
Yes,you can buy air travel insurance at the time of booking for your flight by telephone or through the website, but you have to proceed to the airport to buy air travel insurance if your ticket has been issued.


 
京ICP证 030872号-1 Copyright 2012 Air China, All Rights Reserved