Question 1

How can I check in for my Air China flight online?

Accepted Answer

You can check in online via Air China's official website or mobile app. For most domestic flights, online check-in is available from 8 PM two days before departure until 1 hour before departure. For international flights, it's generally available from 36 hours before departure until 2 hours before departure, though times may vary by route.

Question 2

What is Air China's carry-on baggage allowance?

Accepted Answer

Economy Class passengers are permitted one piece of carry-on baggage weighing no more than 5 kg (11 lbs) with dimensions not exceeding 55cm x 40cm x 20cm. First and Business Class passengers may bring two pieces, each weighing no more than 8 kg (17 lbs) and adhering to the same dimensions.

Question 3

What are the checked baggage allowances for Air China flights?

Accepted Answer

For domestic flights, Economy Class passengers can check 20 kg, Business Class 30 kg, and First Class 40 kg. Each item must not exceed 100 x 60 x 40 cm. For international flights, Economy Class typically allows one piece up to 23 kg, while Premium Economy, First, and Business Class allow two pieces, each up to 23 kg or 32 kg depending on the class, with total dimensions not exceeding 158 cm. Infants are generally allowed 10 kg or one extra 23 kg piece depending on the route.

Question 4

How can I request a refund for my Air China ticket?

Accepted Answer

For tickets purchased on Air China's international sites, you can submit an online refund request. For tickets purchased through a Call Center or ticketing office, you should contact the nearest Air China representative office. Refunds for tickets purchased directly from Air China within 24 hours of booking typically qualify for a full refund.

Question 5

What is Air China's policy on flight cancellations and changes?

Accepted Answer

Air China's cancellation and change policies depend on the fare type and route. Cancellations made within 24 hours of booking usually qualify for a full refund if purchased directly from Air China. After this period, cancellations and changes must be requested before the scheduled departure to avoid forfeiture of the ticket value, and fees may apply.

Question 6

How do I contact Air China for special assistance (e.g., wheelchair, unaccompanied minor)?

Accepted Answer

You should make a reservation for special assistance services, such as wheelchairs, through the Air China official website, Air China APP, Air China hotline, or a ticket office/sales agent. For stretcher service on US/Canada routes, requests must be made at least 48 hours before departure, and 3 days before departure for other routes.

Question 7

How can I manage my Air China booking online?

Accepted Answer

You can manage your booking by logging into the Air China app or website using your PhoenixMiles card number, email address, or mobile phone number. This allows you to view your itinerary, reserve seats, and sometimes add extras like special meals.

Question 8

What should I do if my baggage is delayed, damaged, or lost?

Accepted Answer

If your checked baggage is damaged, you should file a claim with Air China within 7 days of receiving it. For delayed baggage, claims must be filed within 21 days of delivery. For further details or compensation claims, you can call the Air China hotline 95583-1-6.

Question 9

Can I select my seat in advance with Air China?

Accepted Answer

Yes, you can reserve a seat in advance through the Air China website, app, or service hotline (95583-1-2) when booking an Air China-operated international flight with a ticket number preceded by "999".

Question 10

How can I get help if I have issues logging into my PhoenixMiles account?

Accepted Answer

If you have trouble logging into your PhoenixMiles account, you can try resetting your password or contacting the PhoenixMiles member services center. You can log in using your Mobile/Card Number/ID Number and password.

Question 11

How can I call Air China customer service from another country?

Accepted Answer

If you need to call Air China from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Americas Customer Service
Toll-free	8008828122 Call now 24/7 Pacific Time
Australia Customer Service
Toll-free	1800860999 Call now 10:30-20:00 7 days a week
Europe Customer Service
Toll-free from landlines (multi-language)	+800 8610 0999 Call now Chinese, German, Spanish, French, Italian, Russian service: Monday-Sunday 06:00-22:00 (GMT); English service: 24/7
India Customer Support
Toll-free	0008000501566 Call now 08:30-18:00 7 days a week
PhoenixMiles Member Hotline (Beijing)
Member Hotline	4006100666 Call now
PhoenixMiles Silver Card Hotline (Beijing)
Silver Card Hotline	+40 610 066 612 Call now
Service Center
Domestic Hotline	+86 10 95583 Call now 24/7 CST
International Support	+86 10 5928 1588 Call now 24/7 CST
UK Customer Service
Reservations, Customer Service, Special Assistance	02032750200 Call now

Air China Customer Service Number, Support Phone & Contact Info

About Air China & Customer Service

Air China's Customer Service Phone Numbers

Frequently Asked Questions (FAQ)