1. How can I book a flight?

To book a flight on Air China, you can make a reservation through the CITS website,
by contacting an CITS sales office or by calling CITS Global Call Center Hotline at 800--880-3080. 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.

2. How do I calculate the validity period of the ticket?

The validity period of a special fare ticket is calculated based on the fare rules of the ticket. 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 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 is calculated from the date of the commencement of travel. For all unused tickets, the validity period is one year from the date of issuance.

3. How do I change my airline 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 the fare rules of the ticket, you may be charged an additional service fee for any ticket changes.

4. How can I request a ticket refund?

If you would like to request a refund, it will be handled according to the terms and condition 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 Chinas website.

Check-In

1. How do I check-in for international and regional flights?

Passengers taking international and regional flights of Air China should arrive at the airport within the required time limit. Please bring your passport, necessary visas and other valid travel documents and complete all check-in and immigration requirements in advance.

2. What is the closing time for check-in on regional and international flights?

For flights originating in Beijing, New York, Los Angeles, San Francisco and Vancouver, the check-in counter closes 45 minutes before the flight departure time which appears on your ticket. For flights originating from any other cities, please consult the ticket office, the local sales office or an Air China agent.

3. Which types of identification documents shall be presented during check-in?

For international and regional flights, passengers must show a passport, any necessary visas and other valid travel documents. Please be sure that these documents are carried with you and not packed in your checked baggage.

4. 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.

Baggage

1. On which routes does the baggage weight concept apply?

The weight concept applies on all worldwide routes except for US-China, Canada-China and Sao Paolo-Madrid.

2. On which routes does the baggage piece concept apply?

The routes between the US-China, Canada-China, and Sao Paulo-Madrid have baggage restrictions by number of pieces.

3. What is the free checked baggage allowance according to the weight concept?

For international and regional flights, the free checked baggage allowance for adults and children are 40kg for First Class, 30kg for Business Class, and 20kg for Economy Class. If the baggage exceeds the weight limit specified above, an excess baggage fee of 1.5% of the fare for a one-way non-stop economy class ticket will be charged for every kilogram overweight.

4. What are the baggage requirements for First and Business Class passengers according to the piece concept?

First and Business Class passengers are entitled to check two bags per passenger free of charge. The maximum dimensions of each piece should not exceed 158cm (62 inches) and the maximum weight of each piece should not exceed 32kg (70 lbs).

5. What are the checked baggage restrictions for Economy Class passengers, child passengers and infant passengers according to the piece concept?

For adults and children in economy class, two bags per passenger may be checked free of charge. The maximum dimensions of each piece should not exceed 158cm (62 inches) and each piece should not weigh more than 23kg (50 lbs). The maximum dimensions of two pieces combined should not exceed 273cm (107 inches). Infant passengers paying 10% of the adult fare are allowed to check one bag free of charge and the maximum dimensions should not exceed 115cm (45 inches). A collapsible baby stroller may be checked free of charge.

6. How does Air China find lost baggage?

In case of a baggage loss, Air China will immediately enter the baggage details into the World Tracer tracing system. The system automatically traces the baggage around the clock and results are monitored by Air China 24 hours a day. Any findings will be communicated immediately to the passenger. Air China will also contact the Air China offices at the original departure location and any transit locations to begin searches through other channels.

7. What is the compensation policy if baggage is lost or damaged on the international flight of Air China?

For flights qualifying under the Warsaw Convention, the baggage compensation limit is 17 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 Montreal Convention, the baggage compensation limit is 30 USD per kilogram. The baggage compensation limits for checked and unchecked baggage are 1000 SDR. If the actual damage of the baggage is valued less than the limit, you will 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 for Economy Class, RMB400 for Business Class and RMB500 for First Class.
A SDR refers to the special drawing right regulated by the International Monetary Fund and one (1) SDR is valued at about 1.37 US dollars of which the exchange rate is floating.

8. Is a small oxygen bottle allowed to be carried when taking a flight?

Any oxygen equipment is not allowed when taking a flight.

9. Which cities are eligible for baggage to be checked through?

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 and will need to be picked up.
America and Canada: Baggage needs to be picked up at the first stop point in America and Canada for customs. Baggage check-in will be processed at the baggage transfer area without reissuing a bag tag.
Hong Kong: Baggage can be checked through.

Special Services

1. What is the age limit for the unaccompanied children service?

The unaccompanied children service is for children who are above the age of 5 and under the age of 12 that will be traveling without an adult (at least 18 years old with civil capability). If desired, the unaccompanied children service is available for travelers over the age of 12 and under the age of 18.
At present Air China does not offer transit service for unaccompanied minors. If the connecting or return flights are operated by other airlines, please contact related airlines for information.

2. What is the service charge for the unaccompanied children service?

For international and regional flights, a service charge of RMB 260 or equivalent currency will be charged for a one-way direct flight.

3. What documents need to be provided when requesting the unaccompanied children service?

To apply for the unaccompanied children service, you will need to provide your identification and passport as well as 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 your child up from the destination airport so we can contact them.

4. What documents need to be provided if my child is flying by himself/herself?

Your child should hold all valid travel documents including tickets, receipts and the application for the unaccompanied children service.

5. How does Air China assist my child during check-in and security check?

During departure and arrival, we will appoint a ground handling person to assist your child with all check-in procedures, customs, security checks and baggage claim. The ground handling person will also look after your child and their travel documents while waiting for the flight. Once onboard the airplane, we will send your child to the chief purser who will make sure the flight is enjoyable for your child. In order to ensure a smooth embarking for your child, we recommend that the person bringing the child to the airport wait until the flight has taken off, which is confirmed with the airport staff.

6. What services does Air China provide to my child to ensure his or her safety when a flight is cancelled or delayed?

If the flight is delayed, we will appoint someone to take care of your child and arrange for accommodations 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.

7. 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. Once the person picking up your child shows proper identification, a ground handling person will release your child.

8. How far in advance do I need to contact Air China if I need stretcher service?

Please contact the local office of Air China at least 72 hours before the flight departure if stretcher service is needed.

9. What are the regulations for transporting a wheelchair?

Both manual and electronic wheelchairs are transported as checked baggage. They qualify as free checked-baggage so they are not included in baggage allowance limits. If a wheelchair is needed during check-in and has been given the consent of Air China, it will be delivered at the departure gate before boarding.
If an electronic wheelchair is checked, the packing should be as follows: Wheelchair with leak-proof battery C Ensure the battery does not have a short circuit and it should be securely installed on the wheelchair. Wheelchair without leak-proof battery C 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.

Special Meals

1. How early 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 is needed.

2. How early do I need to contact Air China if I need a kosher meal?

Please contact Air China at least 72 hours prior to departure if a kosher meal is needed.

3. If I requested a special or kosher meal from an agent ticket office authorized by Air China, do I need to confirm at the local Sales Office of Air China?

Yes, even if you requested a special or kosher meal from an agent ticket office authorized by Air China, we recommend that you dial 800-880-3080 or contact our local sales office to ensure the request has been processed.

Online Booking

1. 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 making the reservation, another passenger might be checking the seat availability of the same flight. The first passenger to make the reservation request will get the seat, so you may have to try to book 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 response to your booking request may not work.
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 CITS Call Center Hotline 800-880-3080 for further information.

2. Do I need to pay for the ticket right after the reservation is made?

Yes. This is a two step process. You need to both book your seat reservation and buy your ticket 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.

3. Can I change my tickets with a confirmed reservation?

Currently, e-tickets are only eligible for online changes for the date of the flight and the departure time. You cannot make online changes for the class of service, the fare, or departure and destination cities. If you need to make these types of changes, please call the local sales office or go to the airport stand-by counter of Air China.

4. What is the use of the Itinerary/Receipt of E-Ticket for Air Transportation?

Itinerary/Receipt of E-Ticket for Air Transportation is an electronic file that we provide to you showing your itinerary and ticket information. This is in PDF format and can be downloaded and printed out as a reference to your travel itinerary.

5. How can I request a refund?

A refund request for an issued e-ticket can be processed online. You may check your reservations via My Booking and apply for a refund. Air China will verify your refund application according to related policies. If a refund is granted, your money will be returned to the bank account you used to pay for the ticket (less a service charge). For financial security reasons, we never give cash refunds for e-tickets paid online. For updates on your refund, you can visit the Refund Receipt section under My Order online.
The Itinerary/Receipt of E-Ticket for Air Transportation which is issued under the supervision of the State Administration of Taxation can be collected at the airport, sales agent, or local ticket office of Air China. It can serve as the certificate for a refund. The travel itinerary printed on A4 paper should not be used as a certificate for an e-ticket purchase but only as a reference.

6. How do I check-in?

If you have an Air China e-ticket, you may check in one of the following ways:
1) Check-in at the airport with a valid ID (the ID number that you entered when making the reservation): Our staff will verify your e-tickets with your ID number or name and your flight number. You will receive a seat allocation, a printed boarding pass and you may check your bags if needed. With your boarding pass in hand, you will need to go through the security check and the boarding gate to board the airplane. To ensure a smooth travel experience, we recommend you arrive at the airport 90 minutes prior to departure.
2) Check-in online at Air China's website: When your itinerary and check-in time limit qualify for online check-in, you can proceed with self check-in online by selecting the seat you prefer and printing out your boarding pass. Upon arrival at the airport, you can go through the security check with your self-printed boarding pass.
3) Check-in at the airport self service kiosk: You can use the Common Use Self-Service (CUSS) at the airport for check-in with a valid ID (ID used when booking your flight). As you check-in, you can select your seating and print out your boarding pass on your own.