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Air China Customer FAQ

Top Answers & How-to Guides

What is Air China's Phone Number?

The question we are asked most often is about how to talk to Air China customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

What is Air China's refund policy for canceled flights?

Air China has a specific refund policy for canceled flights that is designed to provide flexibility and options for its passengers. If a flight is canceled, passengers may be eligible for a full refund of their ticket price. However, the specifics can vary depending on the fare class and the terms and conditions associated with the ticket purchased. In some cases, Air China might also provide alternative travel arrangements, such as rebooking on a later flight or offering credits for future travel. It is important to note that the refund process might take several business days to complete, and it usually requires the passenger to submit a request through the appropriate channel. If the flight cancellation occurs due to circumstances beyond the airline's control, such as political unrest or extreme weather conditions, the options available may differ. For detailed information regarding specific cases and the procedure for requesting a refund, it is advisable to check the official Air China website. The current webpage will have the most accurate and up-to-date information on refund policies as well as guidance on how to proceed under various circumstances. Understanding the terms associated with your particular ticket can also provide clarity on what options are available....
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Recent Air China Customer Questions

How do I add extra luggage? Booked through a third party and they can’t help me out.

If you have already booked through a third party and need to add extra luggage to your Air China flights, you can do this by directly contacting Air China. You can manage your booking online through the Air China official website by entering your reservation number and last name. Once you've accessed your booking, look for the option to add extra luggage. Please remember that adding excess baggage may incur extra charges and these charges can vary based on the weight and size of the luggage.
Asked Apr 11, 2024 1:02 PM

Je souhaite modifier mon billet d'avion mais impossible de joindre air china

Pour modifier votre billet d'Air China, vous pouvez essayer de le faire en ligne via leur site web si votre billet le permet. Connectez-vous sur la page 'Gérer mes réservations' et suivez les instructions pour apporter les modifications nécessaires. Si vous ne pouvez pas le faire en ligne ou si vous rencontrez des difficultés, vous devrez peut-être attendre pour joindre leur service clientèle. Vous pouvez essayer de les contacter à différents moments de la journée. Essayez également d'utiliser différents modes de communication, comme l'e-mail ou les réseaux sociaux, pour les atteindre.
Asked Feb 20, 2024 12:35 PM

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Flight Information

How Do I Track an Air China Flight?

The methods for tracking an Air China flight are easy and free. The airline's official website provides the most information. You can...
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Can I make changes to my Air China flight itinerary?

Yes, changes to an Air China flight itinerary are generally possible, but they depend on the specific fare class and the terms and Passengers can usually request changes through the Air China website, using their booking reference. It is advisable to review the current policies related to changes, as they may vary based on the type of ticket purchased. In addition, alterations made within a certain time frame before departure might incur different penalties compared to those made earlier. For those seeking the most current and accurate information regarding itinerary changes, visiting Air China's official website can be helpful. There, passengers can find guidelines and instructions tailored specifically to their booking....
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What should I do if my flight is delayed or canceled?

If a flight with Air China is delayed or canceled, there are several steps that passengers can take to address the situation. First, Next, if the flight is canceled, evaluate alternative options. Air China generally provides rebooking options for passengers whose flights have been canceled. This may include rerouting to the final destination on a later flight or receiving a refund for the original ticket. If the flight is delayed, travelers should stay close to the airline's departure gate for any announcements regarding new boarding times or gate changes. Additionally, depending on the duration of the delay, passengers may seek assistance at the airport. This assistance could include food vouchers or accommodation if the delay extends overnight. It is advisable for travelers to check the terms and conditions concerning delays and cancellations on Air China’s official website, as policies may vary. Lastly, keep personal belongings and important travel documents close. Patience and a proactive approach can significantly ease the stress of travel disruptions. For specific inquiries regarding compensation or other assistance, visiting the Air China website may offer relevant contact information and procedures for addressing any flight-related issues....
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How can I check in for my Air China flight?

To check in for an Air China flight, travelers can utilize several convenient options. First, online check-in is available through Another option is to use the Air China mobile app, which provides a user-friendly platform for check-in. After downloading the app, passengers can follow similar steps to check in electronically. For those who prefer in-person assistance, check-in can also be done at the airport. Travelers should arrive well in advance, allowing ample time for checking in their baggage and passing through security. To find further details, including any specific requirements and times, it is advisable to consult the current Air China website, where additional information and guidance can be found....
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Baggage Policies

What is Air China's baggage allowance policy?

Air China has specific baggage allowance policies that can vary based on several factors including the class of service, route, and In terms of carry-on baggage, Air China generally permits each passenger to bring one piece of hand luggage, not exceeding five to eight kilograms in weight, depending on the flight. Additionally, the dimensions of the carry-on bag must fit within specified limits, which is often around fifty-six centimeters in height, thirty-six centimeters in width, and twenty-three centimeters in depth. Frequent flyers and passengers with premium status may receive additional baggage allowances, so it is advisable for those individuals to check their respective benefits. For dimensions, weight restrictions, and potential special allowances, passengers should consult the relevant sections on the official Air China website or the current flight booking information. It is also wise to review the specific baggage policies prior to travel, as changes may occur based on circumstances such as route changes or updates in airline policies....
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Are there any restrictions on carry-on baggage?

Air China has specific guidelines regarding carry-on baggage that travelers should be aware of to ensure compliance and a smooth travel It is important to note that certain items are prohibited or restricted in carry-on baggage. These may include sharp objects, flammable materials, and liquids exceeding the allowed volume, which is usually limited to containers of no more than 100 milliliters each, all contained within a clear, resealable plastic bag that does not exceed one liter in total capacity. Travelers should also keep in mind that special items such as sports equipment or musical instruments may have different regulations. For detailed and updated information regarding carry-on baggage policies, travelers are encouraged to check the current web page of Air China. This will ensure they have the most accurate details prior to their journey....
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What is Air China's policy on lost baggage?

Air China has a comprehensive policy regarding lost baggage, aimed at assisting passengers during such unfortunate situations. When After the report is filed, Air China will provide the passenger with a unique reference number, which can be used to track the status of the lost baggage. The airline strives to locate the lost items and return them to the owner as swiftly as possible. Generally, passengers are advised to keep a record of their baggage claim tags and any receipts related to travel expenses that may arise as a result of the baggage loss. If the baggage remains unlocated for an extended period, Air China may initiate compensation procedures based on their policies and relevant regulations. For the most accurate and up-to-date information regarding lost baggage policies, as well as specific steps to take in such situations, it is best to refer to Air China’s website or check the current policies listed there....
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Seating and Special Requests

Can I choose my seat in advance?

Yes, Air China does offer passengers the option to select their seats in advance. This service allows travelers to choose their preferred Seat selection may be complimentary for certain fare classes, while for others, there might be an additional fee involved. It is worth noting that the availability of specific seats can vary, and popular choices may be taken quickly. To ensure you get your desired seat, it is advisable to check the seat map during the booking process or the online check-in. For the most accurate and up-to-date information regarding seat selection, passengers should consult Air China's official website, where detailed information about seat choices and any applicable fees can be found....
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Does Air China offer special meals for passengers with dietary restrictions?

Air China does provide special meal options to accommodate passengers with various dietary restrictions. The airline understands the To take advantage of these options, it is advisable for travelers to indicate their specific meal preference when making their flight reservation. Generally, it is recommended that special meal requests be made at least twenty-four to forty-eight hours prior to the flight to ensure that the meal is prepared and available on the day of travel. For detailed information about the types of special meals offered and the procedure for making meal requests, passengers may find it useful to refer to the official Air China website. This will provide up-to-date information and guidance that can help in ensuring appropriate meals are available....
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What are the requirements for traveling with pets on Air China?

Air China has specific guidelines for travelers wishing to bring pets on board. First and foremost, it is essential to understand that For travel in the cabin, pets must weigh no more than five kilograms, including their carrier. The carrier must adhere to specific dimensions, typically around 40 cm x 30 cm x 20 cm, and it should be well-ventilated to ensure your pet's comfort throughout the journey. Air China recommends that pets are wearing a collar, and it is advisable to include important information such as the owner's contact details. When traveling with pets as cargo, Air China requires that pets be placed in an IATA-approved crate. The crate should be well-ventilated and secure, allowing the pet enough space to stand, turn around, and lie down comfortably. Additionally, health certificates from a veterinarian may be required, confirming that the pet is fit for travel and up-to-date on vaccinations. Travelers should also consider that certain routes may have restrictions related to specific animal breeds or species. Therefore, it is recommended to verify any regulations related to destination countries or regions, which can be found on Air China's official website. This resource should also guide travelers to current contact information for more specific inquiries....
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What are the requirements for making special meal requests on Air China?

Air China offers a variety of special meal options for passengers with specific dietary needs or preferences. To make a special meal Passengers can choose from several meal types, including vegetarian, vegan, halal, kosher, and gluten-free options, among others. It is advisable for passengers to consult the specific meal offerings available on Air China's website or during the booking process, as the exact types of special meals may vary depending on the route and flight duration. When making a special meal request, travelers typically have the option to indicate their preference during the online booking process or by updating their preferences through their reservation details. For those already booked, modifying meal preferences can often be done by accessing the respective booking management page. The current webpage of Air China can provide additional clarification on the specific requirements and options available for special meal requests....
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Payment and Refunds

What are the accepted forms of payment for Air China tickets?

Air China generally accepts a variety of payment methods for purchasing tickets. Typically, passengers can use major credit and debit When purchasing tickets, guests are usually guided through the payment process on the official Air China website, which provides secure payment options to ensure the safety of financial information. It is important to note that payment availability may vary by country or region, so it is advisable for customers to check the specific payment methods accepted when booking their tickets online. For the most accurate and up-to-date information regarding payment options, visiting the current official Air China website is recommended....
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What is Air China's refund policy for canceled flights?

Air China has a specific refund policy for canceled flights that is designed to provide flexibility and options for its passengers. If a flight is canceled, passengers may be eligible for a full refund of their ticket price. However, the specifics can vary depending on the fare class and the terms and conditions associated with the ticket purchased. In some cases, Air China might also provide alternative travel arrangements, such as rebooking on a later flight or offering credits for future travel. It is important to note that the refund process might take several business days to complete, and it usually requires the passenger to submit a request through the appropriate channel. If the flight cancellation occurs due to circumstances beyond the airline's control, such as political unrest or extreme weather conditions, the options available may differ. For detailed information regarding specific cases and the procedure for requesting a refund, it is advisable to check the official Air China website. The current webpage will have the most accurate and up-to-date information on refund policies as well as guidance on how to proceed under various circumstances. Understanding the terms associated with your particular ticket can also provide clarity on what options are available....
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In-flight Services

What are the options for in-flight entertainment on Air China flights?

Air China offers a variety of in-flight entertainment options to enhance the travel experience for its passengers. On most long-haul Passengers can also choose from a rich array of music channels, which allow them to listen to different styles and genres throughout their journey. For those who enjoy interactive experiences, Air China provides games that can be played on the seat-back screens, adding an element of fun to the flight. On newer aircraft, Air China has upgraded its in-flight entertainment systems to include high-definition screens and more user-friendly interfaces. This means that travelers have an easier time navigating through the entertainment options. In some cases, Wi-Fi might be available for passengers to access online content or connect with their devices. For the most up-to-date information regarding specific routes, available movies, and additional entertainment features, it is advisable to visit Air China's official website....
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Are there any frequent flyer programs offered by Air China?

Yes, Air China offers a frequent flyer program known as Phoenix Miles. This program is designed to reward loyal customers for their The program has several membership tiers, including base, silver, gold, and platinum levels, each providing increasing benefits. These benefits may include priority boarding, additional baggage allowance, access to lounges, and more. Customers can also earn miles not only through flights but also through various partners, such as hotels, car rental services, and retail stores, which enhances the earning potential for members. For those interested in the specifics of how to join the program or detailed information about the benefits offered at different tiers, it is advisable to visit the official Air China website. There, one can find up-to-date information, including terms and conditions, as well as how to manage their Phoenix Miles account effectively....
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