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 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.After becoming a PhoenixMiles member, you can redeem mileage for non-flight rewards immediately. The qualification for flight reward redemption is the qualification for redeeming flight-related rewards, which varies depending on when you join. Member who join before June 1, 2024 can obtain qualification after accumulating four status segments. Member who join after June 1, 2024 can obtain qualification after accumulating four status segments and flying on four flights with accumulated status segments, where the number of status segments is not equal to the number of flights.
2. The same amount of mileage is required to redeem award flights for adults, minors and infants.
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. As award tickets and award upgrades are classified as special tickets and the rules for the use of award tickets and award upgrades differ from those of Air China Limited General Conditions of Carriage for Passengers and Baggage. If no part of your award ticket has been used, the validity period of your ticket is 365 days, starting from 00:00 (inclusive) of the next day following the date of purchase. If any part of the ticket has been used, the validity period is 365 days, starting from 00:00 (inclusive) of the next day following the date of your first flight. The validity period will remain unchanged, regardless of any subsequent changes to your ticket. For tickets including award upgrades, the validity period of the ticket is subject to the validity period of the original paid fare class on the flight date of the last upgraded segment.If all award upgrade segments have been used, the validity period of the ticket will be calculated according to the use rules for the paid fare class following the last award upgrade segment.
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. Class upgrades can only be used to upgrade a paid ticket purchase to the next higher class. Namely, having purchased an Economy class ticket (including Super Economy class) you can use mileage to upgrade to Business class on the same flight, or if you purchase a Business class ticket, you can then use mileage to upgrade to First class on the same flight. If the flight is divided into First and Economy classes, with no Business class, an upgrade from Economy class to First class is allowed; the redemption standard is the sum of the mileage required to upgrade from Economy class to Business class and 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.
Rebooking Fees for Award Tickets/Award Class Upgrades
| Payment method | Redemption flight scope | Conditions for changes | Domestic tickets | International and regional tickets | |
| Cash | Air China system | Award Ticket | Before ticket expiration | CNY 100 (or equivalent) per change | CNY 300 (or equivalent) per change |
| Star Alliance Carriers | |||||
| Star Alliance Connecting Partners | |||||
| Other Partner Carriers | |||||
| Air China, Shenzhen Airlines, Shandong Airlines, Air Macau, Tibet Airlines | Award Class Upgrade Segment | ||||
| 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%. | |
IV. 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.
( https://webresource.airchina.com.cn/en-US/content/travel_info/ )
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 – Pre-departure Notices.
( https://webresource.airchina.com.cn/en-US/content/travel_info/ )
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.
V. 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.
VI. 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.
