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Tips For Passangers

Air China PhoenixMiles Kilometers Redemption PlatformImportant Notice to Users



Dear passenger:

Welcome to Air China PhoenixMiles Kilometers Redemption Platform (hereinafter referred to as “Platform”) where you can shop around for award tickets/award class upgrades or items. To be in the know, please read carefully this “Important Notice to Users”.

I. Terms on Services

The ownership of, and the right to operate, the electronic services on Platform resides with Platform. The services provided by Platform will be strictly based on the published terms of service and operational rules. You need to carefully read and agree to all the terms of service before making any purchase decisions. These terms form the basis of your rights and obligations and those of Air China, and will remain effective unless they are in violation of the laws of the country. When making payment for your booking, you shall also confirm your acceptance of the regulations, rights and obligations related to the purchase of a specific product in your booking, and be responsible for the accuracy and authenticity of the information you provide in your booking.

II. Overview of the Services

Platform provides users with products and related services online. You are required to get ready the devices necessary for Internet access, including, not limited to, personal computer or other necessary equipment, and pay the telephone or Internet access fees arising from your using the services.

In view of the importance and special characteristics of the Internet-based services provided by Platform, you should agree to provide detailed and accurate personal information. Platform shall protect your personal information including ID number, email address, mobile phone number and other private information and promise not to intentionally disclose, lease or sell such personal information to any other third parties. If the information you provide contains turns out to be inaccurate or incorrect, Platform reserves the right to terminate your right to benefit from our services.

Platform will do its utmost to ensure that the price you pay for a specific product is the same as that displayed on Platform. But the price list and this statement do not constitute an offer. Platform has the right to unilaterally modify the price of a specific product after finding that the price is obviously wrong or a specific product is out of stock. At the same time, Platform reserves the right to limit the number of products to be booked.

The prices and availability of products are subject to change without prior notice. If the price of a product changes because tax has changed or because an error occurs to Platform, you can cancel your booking.

III. Accrued Kilometers for Revenue Tickets

Description

Usually, as our loyal customer, you are allowed to use your collected kilometers in exchange for award ticket of only our non-revnue seats exclusively reserved for such exchange. But now, in addition to non-revnue seats, you are also allowed to use your collected kilometers in exchange for award ticket of our revenue seats which would otherwise be sold to other passnegers. Therefore, you have more opportunities to get your award ticket.

So, with “Accrued Kilometers for Revenue Tickets”, you can use your accrued kilometers in exchanged for revenue tickets (hereinafter referred to as “Ticket”). The flights, classes of service, number of tickets available for such exchange and the prices of such tickets vary according to date of booking and travel and number of tickets you use exchange for. The related information shown on Platform is deemed final.

Rules

1. Ticket is applicable only to adults and children; it is not applicable to infants. Ticket can only be used by the name of the passenger shown on it; otherwise it is invalid and the number of kilometers already deducted will not be returned. The different segments of round-trip ticket must be flown in sequence. If you have any questions or requests, please call our Call Center at (008610) 95583.

2. You are allowed to rebook Ticket or get a refund on Ticket. You can also pay for class upgrade with money or kilometers. But with Ticket, you are not allowed to get endorsed onto and fly another airline. Request for refund can only the processed through Platform or Air China Hotline (008610) 95583.

3. In the case of voluntary refund, you can only get a refund on the taxes and fees already paid, but the number of kilometers already deducted from your membership account will not be returned. In the case of involuntary refund, the number of kilometers will be returned only to the PhoenixMiles membership account from which it once deducted, and the taxes and fees only to the bank account you used at the time of payment but not to any other bank account.

4. Sub-class changes in the same physical cabin: If you request a change from a higher class to a lower class, your request will be handled based on the rules on voluntary refund. If you request a change from a lower class to a higher class, the number of kilometers you need to spend will be calculated again, and you will be charged a ticket change fee and the difference between the kilometer fare of the old ticket and that of the new ticket. The kilometer fare of the new ticket shall not be lower than that of the old ticket. If you request a change from a sub-class to another exactly the same sub-class, the kilometer fare will be calculated again, and you will be charged a ticket change fee and the difference between the kilometer fare of the old ticket and that of the new ticket. If the kilometer fare of the new ticket is lower than that of the old ticket, you will be charged only the ticket change fee.

5. After you have changed your ticket once, if you request ticket change again or refund on your ticket, the rules of the new ticket on ticket change and refund apply. If you have changed your ticket and then request refund on the ticket, the ticket change fee you have already paid will not be refunded.

6. The kilometers will only be returned to the membership account from which such kilometers was deducted. The taxes and fees can only be returned to the bank account of payment and will not be returned to any other bank accounts.

7. The kilometers can only be used to pay for the ticket. Taxes and fees are not included. The fare shown on the ticket is the actual amount to be collected. The fare is the amount to be paid for the air transportation from the airport of departure to the airport of destination. It does NOT include the ground transportation between the airport and downtown.

8. Ticket qualifies for kilometers accrual based on the rules on kilometers accrual currently in force. The flown kilometers and flight segments can only be deposited in the membership account of the passenger. If the passenger is not a PhoenixMiles member or the correct and accurate information of the passenger is not provided in the booking, the kilometers and flight segments will not be deposited into the membership account.

9. The ticket exchanged for with the standard kilometer fare is valid for 1 year from the day of commencement of travel, but travel on the ticket must commence within 1 year after its issuance. If no portion of the ticket is used, the ticket is valid within 1 year from day of its issuance. The ticket exchanged for with standard kilometer fare will be invalided if the validity period of the ticket expires, and no refund on the ticket is allowed.。

10. Child Tickets

Child tickets in classes of F/J/G/Y purchased at 50% of the published kilometer fares can be changed within the validity periods of the tickets. When it comes to refund handling fee, the rules on adult tickets apply.

For child tickets in sub-classes purchased at fares of less than 50% off, the rules on rebooking, refund and endorsement related to the classes of service apply.

Refund/Rebooking/Endorsement

Calculation of the voluntary ticket change/voluntary refund handling fees in the case of domestic tickets exchanged for with kilometers
Classes of service First Class Business Class Full Fare Economy Class Discount fare ticket Special fare ticket
P/F/A J/C/D/Z/R G/E/Y B/M/U/H/Q/V W/S/T/L/N/K
Voluntary ticket change handling fee Before departure Free Free Free 10% 30%
After departure 5% 5% 5% 20% 50%
Voluntary refund handling fee Before departure Free Free 5% 20% 50%
After departure 10% 10% 10% 30% Only taxes and fees can be refunded
Involuntary ticket change handling fee 0%
Involuntary refund handling fee 0%
Endorsement Not allowed

IV. Accrued Kilometers for Award Tickets and Award Class Upgrades

Description

Award tickets (hereinafter referred to as “Ticket”) and award class upgrades are subject to the policies of different airlines. The classes of service and number of seats available for award tickets and award class upgrades as well as the kilometer fares vary according to your time and date of departure. The information shown on Platform is deemed final. If you have any questions, please contact the operating carrier.

Rules

1. Four qualifying flight segments or 3000 kilometers you earn from our non-airline partners qualify you to use your collected kilometers to request awards.

2. In the case where you use kilometers to request awards for child or infant as Kilometers Redemption Nominee, the number of kilometers you need to spend and the relevant rules are the same as those for adults.

3. You have to pay all taxes and fees arising from kilometers redemption.

4. Award ticket/award class upgrade must be on scheduled direct flights. Codeshare flights, charter flights and special flights do not qualify for kilometers redemption. Award ticket does not qualify for award class upgrade.

5. Travel on award ticket must commence within one year after its issuance. Award ticket is valid for transportation within 1 year from the date of commencement of travel. If no portion of the award ticket is used, it is valid within 1 year from the day of its issuance.

6. Award ticket does not qualify for passenger name change, route change and endorsement onto another airline. Rebooking and refund are allowed. Its loss can be reported, but a new ticket will not be issued. For other rules, see “China Civil Aviation Rules on Domestic and International Carriage of Passenger and Baggage”.

7. In the case of voluntary refund, only the taxes and fees already paid will be refunded, but the number of kilometers already deducted will not be returned. In the case of involuntary refund, the rules of Air China on involuntary ticket change apply. The kilometers to be refunded will be credited only to the PhoenixMiles membership account from which the kilometers came from, and the taxes and fees will be credited only to the bank card previously used for payment but not to any other bank card.

8. Rebooking of award ticket in low seasons and high seasons: The award tickets paid for with the kilometer fare of low season CANNOT be rebooked to a flight of normal season or high season; those paid for with the kilometer fare of normal season or high season can be rebooked to a flight of low season, but the difference between the number of kilometers already deducted for the old ticket and that of the new will not be returned.

9. The kilometers can only be used to pay for the ticket. Taxes and fees are not included. The fare shown on the ticket is the actual amount to be collected. The fare is the amount to be paid for the air transportation from the airport of departure to the airport of destination. It does NOT include the ground transportation between the airport and downtown. Award tickets do not qualify for any other special fare policies.

10. For other rules on carriage, see “Air China General Conditions of Domestic Carriage for Passenger and Baggage”, “Air China General Conditions of International Carriage for Passenger and Baggage”, “Shenzhen Airlines Passenger Services Guide”, “Shandong Airlines General Conditions of Domestic Carriage for Passenger and Baggage”, and “Shandong Airlines General Conditions of International Carriage for Passenger and Baggage”.

11. If on a flight only First Class and Economy Class are available, you can be upgraded from Economy Class to First Class, and the number of kilometers you need to spend is the sum of the number of kilometers required for upgrade from Economy Class to Business Class and the number of kilometers required for upgrade from Business Class to First Class.

12. After class upgrade is granted, the number of kilometers to be earned is still based on the original class. In the case of voluntary endorsement after class upgrade is granted, the rules on endorsement before class upgrade is granted apply. However, the number of kilometers already deducted for class upgrade will not be returned. In the case of voluntary rebooking after class upgrade is granted, rebooking is allowed within the validity period of the ticket, and subject to seat availability, the rebooking fee applicable to the new class of service after class upgrade is granted will be collected.

Refund and Rebooking Fees for Award Tickets/Award Class Upgrades

Methods of payment Fligths good for awards Rebooking period Domestic flights International/regional flights
Cash Air China system Award Ticket Rebooking is allowed only within the validity period of ticket. 100 RMB (or equivalent of foreign currency)/rebooking 300 RMB (or equivalent of foreign currency)/rebooking
Star Alliance partner carriers
Non-Star Alliance partner carriers
Air China, Shenzhen Airlines, Shandong Airlines, Air Macao Award Class Upgrade
Kilometers Air China, Shenzhen Airlines, Shandong Airlines Award Ticket Rebooking is allowed before flight departure and only once. For each flight segment, the rebooking fee is half of the round-trip kilometer fares (applicable to normal seasons) of the award class multiplied by 10%.

V. Dynamic Package Product

Description

The flights, classes of service, product types, maximum number of tickets in a specific product allowed on a specific flight and prices vary according to the date of booking, date of departure, number of passengers and product selected. The information displayed on Platform is deemed final.

Rules

1. Dynamic package products are jointly offered by Air China and Air China’s qualified partners. Partners take responsibility for the issues related to the services they actually provide.

2. Dynamic package products are applicable to only adults and children, but are not applicable to infants. The prices for children are subject to the rules on tickets and the services offered by partners. Only the passenger whose name is shown on the ticket qualifies to use the ticket and the services provided by partners. Otherwise, the ticket will be invalidated and the number of kilometers used to exchange for the package product will not be returned. In the case of a round-trip ticket, the flight segments must be flown in sequence.

3. The tickets in dynamic package products are subject to the rules on revenue tickets exchanged for with accrued kilometers, and the services provided by partners are subject to the rules of the partners in question. For details, see the notes on the product. When tickets (including those that have been changed) involve fares which do not allow rebooking and refund, regardless of whether or not the package product has been used, ticket rebooking is not allowed. In the case of voluntary refund, only a refund on taxes and fees is granted; in the case of involuntary refund, the rules on involuntary ticket refund apply.

4. In a dynamic package product, the information on the services provided by partners is displayed on Platform only for your reference. To make things easier for you, we only collect the related fees associated with the services on behalf of the partners. You can select, at your own discretion, the partners contained in a specific dynamic package product. If service defects occur or you suffer from personal injury and/or loss of/damage to your property, you can seek solutions with the partners directly or by law.

5. The ticket and services provided by partners must be used at the same time. In the case of hotel stay, the stay must be continuous and shall not be an interrupted one.

6. When you book a dynamic package product, you must make sure that all the information you provide is correct and accurate. Once the information provided is confirmed, no change will be allowed. You are entitled to use the third-party product by providing your name and valid ID.

VI. Fixed Package Products

Description

The flights, classes of service, product types, maximum number of tickets in a specific product allowed on a specific flight and prices vary according to the date of booking, date of departure, number of passengers and product selected. The information displayed on Platform is deemed final.

Rules

1. Fixed package products are jointly offered by Air China and Air China’s qualified partners. Partners take responsibility for the issues related to the services they actually provide.

2. Fixed package products are applicable to only adults and children, but are not applicable to infants. The prices for children are the same as those for adults and cannot benefit from the discounts exclusive for children. Only the passenger whose name is shown on the ticket qualifies to use the ticket and the services provided by partners. Otherwise, the ticket will be invalidated and the number of kilometers used to exchange for the package product will not be returned. In the case of a round-trip ticket, the flight segments must be flown in sequence.

3. A fixed package product does not qualify you to rebook your ticket, get endorsed onto another airline or get an upgrade using your accrued kilometers/money. In the case of voluntary refund, only the taxes and fees already paid will be refunded, but the number of kilometers already deducted will not be returned. In the case of involuntary refund, the rules of Air China on involuntary ticket change apply. The kilometers to be refunded will be credited only to the PhoenixMiles membership account from which the kilometers came from, and the taxes and fees will be credited only to the bank account previously used for payment but not to any other bank account.

4. In a fixed package product, the information on the services provided by partners is displayed on Platform only for your reference. To make things easier for you, we only collect the related fees associated with the services on behalf of the partners. You can select, at your own discretion, the partners contained in a specific dynamic package product. If service defects occur or you suffer from personal injury and/or loss of/damage to your property, you can seek solutions with the partners directly or by law.

5. A fixed package product must be purchased at least 7 days in advance.

6. In a fixed package product, some services provided by partners could be conceived for two people traveling together. If you travel alone, it is likely that you need to pay the price difference.

7. The ticket and services provided by partners must be used at the same time. In the case of hotel stay, the stay must be continuous and shall not be an interrupted one.

8. When you book a fixed package product, you must make sure that all the information you provide is correct and accurate. Once the information provided is confirmed, no change will be allowed. You are entitled to use the third-party product by providing your name and valid ID.

VII. Services

Check-in Deadlines

For the deadlines for check-in at the airport, please head to Air China’s website and view Information-Airport Guide or call our Call Center at (0086 10)95583.

( http://www.airchina.com.cn/cn/info/airport-guide/counter-check-in/domestic-deadline/domestic_deadlines_c3.shtml )

Payment

1. After payment is made successfully, it will be considered that a transaction is completed. In the case of rebooking or refund, relevant rules apply. In special situations where transaction cannot be completed, taxes/fees and the number of kilometers already deducted will be automatically refunded/returned to the accounts of payment. For specific information on ticket issuance, you can check out in your personal package product bookings on Platform.

2. After confirming your booking, you need to complete the payment and follow-up actions as soon as possible. Platform does not guarantee the validity of your bookings if you fail to make payment successfully.

3. You need to make payment through the bank you select. The safety of your bank account number and password will be protected by the bank. For the specifics on the payment through your bank, please refer to the rules released by the bank.

4. When making online payment, please do not refresh or close the browser window. If any problem occurs, please contact our online customer service agent or call our Call Center at (008610) 95583.

5. Kilometers overdraft is not allowed. If you do not qualify for first-time kilometers redemption, or if your membership account is frozen, closed or abnormal, you cannot use your kilometers in exchange for the product. For details of your PhoenixMiles membership account, you can check “My Account” on Platform or call our Call Center at (0086 10) 95583

Kilometers Accrual

For all tickets in the products, the current rules on kilometers accrual or flight segments accrual apply. The flown kilometers and flight segments can only be deposited into the PhoenixMiles membership account of the passenger. If the passenger is not a PhoenixMiles member or the correct and accurate information of the passenger is not provided in the booking, the kilometers and flight segments will not be deposited into the membership account. If accurate and correct information about the passenger/PhoenixMiles member in a booking, it would be impossible for the kilometers/flight segments to be deposited into the membership account of the passenger. If the services provided by partners provide bonus kilometers, such bonus kilometers will be deposited into the membership account of the passenger.

Special Services

PhoenixMiles kilometers cannot be used to purchase tickets for passengers with special service requests and tickets involving special baggage allowance requests. Passengers with special service requests include VIP passengers, unaccompanied minors, infants with infant bassinet, wheelchair passengers, stretcher passengers, passengers traveling with pets, pregnant women and vision/hearing-impaired passengers. Passengers with special baggage allowance requests include overseas students and new immigrants.

SMS

1. After transaction is completed, the relevant information on your booking will be sent to the mobile phone number you have provided in the booking. Please check message carefully. The SMS message is just a reminder, and the status of your booking shown on Platform is deemed final. If you fail to receive the message, you can check out on Platform, on Air China APP or our Call Center (008610) 95583.

2. We will inform you by sending you an SMS message to your mobile phone if your flight changes. So, please make sure that you provide your correct mobile phone number when booking a ticket. You will be held responsible if you fail to receive an SMS message because you did not provide your precise or correct mobile phone number.

Information Services

If you have any questions on tickets, products and services, please check with our representative office nearest to you or call our Call Center at (0086 10)95583.

For other ticket rules and what you need to know before travel, please visit our official website and view Information – Travel Preparations – What you need to know before travel.

( http://www.airchina.com.cn/cn/info/travel-prep/travel-notice/passengers-info/passengers_info.shtml )

If there are any discrepancies between what’s stated here and what you read on the website, what’s stated here prevails.

Receipt

If you need a receipt for reimbursement purposes, please make a request with our customer service on Platform or call our Call Center at (0086 10) 95583. We will mail the receipt to you within 10 days after your travel. We can mail the Itinerary/Receipt of e-Ticket for Air Transportation or receipt for free to Lifetime Platinum/Platinum/Gold members.

VIII. Interpretation

Air China Limited reserves the right to put the final interpretation on the products sold on Platform. If you have any questions, please call our Call Center at (0086 10) 95583.

IX. Modifications/Revisions

Platform will modify/revise the relevant terms contained in this “Important Notice to Passengers” on an irregular basis. Your decision to continue to use Platform will be considered that you accept all and any modifications/revisions to the relevant terms. Platform reserves the right to modify/revise or terminate/suspend its services without prior notice. Platform is not held responsible for users and any other third parties when exercising its right to modify/revise or terminate/suspend its services.

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