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
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
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
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
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
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
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
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
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
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
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
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
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?
Can Hong Kong Identity Card be used to take mainland flights?
Can I check-in online if I'm taking a code share flight?
No. Only flights flown by Air China qualify for online
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
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
Yes. You can cancel your original check in and check
in again, up to two hours prior to your flight departure
I've checked in online. How can I find my boarding gate
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
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
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
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
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
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
Under what circumstances can I check in using my mobile
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
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.
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
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
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
Which cities allow baggage to be checked through to final
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
What are the restrictions for liquids and cosmetics for
passengers on domestic flights?
Each passenger can have only one of each type of cosmetic
The maximum capacity for individual container is 100
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
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
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
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
(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.
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
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
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
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
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
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
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
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?
General Passenger Transportation Information
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.
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
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
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
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
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.
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
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
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.
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
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
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
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/
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?
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
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
What can I do under other scenarios of payment errors or
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.
How many insurance policies can each passenger buy for each
flight through 95583?
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
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.