Question 1

How can I contact Shenzhen Airlines customer service from outside mainland China?

Accepted Answer

For international inquiries, including from Hong Kong, Macao, and Taiwan regions, you can call +86-755-88814023, which operates 24/7. For specific regions, there are dedicated hotlines: Australia at 1800929166, Kuala Lumpur Office at +603 2166 1999, Ho Chi Minh Office at +84-8-9106440, and Osaka Office at +81-6-62676777.

Question 2

What is Shenzhen Airlines' policy on flight cancellations and refunds?

Accepted Answer

Passengers can typically cancel their flight within 24 hours of booking for a full refund, provided the departure date is at least 7 days away. For non-refundable fares, voluntary cancellations may only result in a refund of airport taxes and fees. If Shenzhen Airlines cancels a flight, passengers are entitled to a refund or re-routing. Compensation may also be applicable if the cancellation notice is given less than 14 days before departure, subject to specific regulations.

Question 3

What is the checked baggage allowance for Shenzhen Airlines flights?

Accepted Answer

For international flights (excluding special routes), the free checked baggage allowance is generally one piece up to 23 kg. For domestic flights within China, it is typically one piece up to 20 kg. First Class passengers usually have a higher allowance of 40 kg, Business Class 30 kg, and Economy Class 20 kg on domestic routes. The sum of length, width, and height for international/regional checked baggage should not exceed 158 cm (62 inches), and the maximum weight per piece is 32 kg (70 lbs).

Question 4

What are the carry-on baggage rules for Shenzhen Airlines?

Accepted Answer

Economy Class passengers are generally allowed one cabin bag (55 x 40 x 20 cm) and one small personal item (like a handbag or laptop), with a combined weight not exceeding 5 kg. First Class passengers may carry two pieces of carry-on baggage, each with a maximum weight of 5 kg, while Business and Economy Class are permitted one piece up to 5 kg. The total volume of cabin baggage should not exceed 20×40×55 cm.

Question 5

How can I check in for my Shenzhen Airlines flight?

Accepted Answer

Passengers can utilize web check-in through the official Shenzhen Airlines website, which is available starting 1 day prior to the scheduled departure time. Alternatively, airport check-in counters open 180 minutes before the scheduled flight departure.

Question 6

What happens if my Shenzhen Airlines flight is delayed?

Accepted Answer

Shenzhen Airlines may offer refunds for significant delays, such as an entire ticket refund for delays longer than 8 hours, or a 30% refund for delays between 4 and 8 hours, depending on the cause (e.g., mechanical issues, flight planning, or airline staff problems). However, weather-related delays are generally not refundable. Under EU 261 Regulation, passengers might be eligible for compensation if their flight arrives 3 or more hours late at the final destination due to reasons within the airline's control.

Question 7

Can I change my Shenzhen Airlines flight booking?

Accepted Answer

Flight changes are generally permitted up to 24 hours before departure. These changes are subject to the specific fare rules of your ticket and may incur applicable change fees. If the repriced total amount for the new flight is higher than your original booking, you will be required to pay the difference in fare along with any change fees.

Question 8

How do I request special assistance (e.g., wheelchair, special meals) with Shenzhen Airlines?

Accepted Answer

For special assistance requests, such as wheelchair services or special meals, it is recommended to contact Shenzhen Airlines directly, as online booking platforms may not always offer these options. Passengers requiring special services, even after pre-selecting seats online, should proceed to a manual check-in counter at least 2 hours before flight departure for assistance.

Question 9

How can I provide feedback or suggestions to Shenzhen Airlines?

Accepted Answer

Passengers can submit their feedback and suggestions regarding Shenzhen Airlines flights by sending an email to szaservice315@shenzhenair.com.

Question 10

How can I call Shenzhen Airlines customer service from another country?

Accepted Answer

If you need to call Shenzhen Airlines 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
Customer Service
Customer Service	+86 755 95080 Call now
Customer Service (Australia)
Customer Service	+61 1800 929 166 Call now 7*24 hours
Ho Chi Minh Office
Office	+84 89106440 Call now
Kuala Lumpur Office
Office	+60 3 2166 1999 Call now Monday - Friday: 9:00 am - 5:00 pm, Saturday: 9:00 am - 1:00 pm, Closed on Sundays and Public Holidays
Osaka Office
Office	+81 6 6267 6777 Call now
Sales/ Reservations
Sales/ Reservations	+86 755 8881 4023 Call now

Shenzhen Airlines Customer Service Number, Support Phone & Contact Info

About Shenzhen Airlines & Customer Service

Shenzhen Airlines's Customer Service Phone Numbers

Frequently Asked Questions (FAQ)