Air China is the flag carrier of China.
How to reach a person at Air China
Main: +86-10-95583
Customer service: (212) 371-9898
Toll-free: (800) 882-8122
Air China Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List.
Customer service resources
U.S. address:
350 Fifth Ave., suite 6905
New York, NY 10118
What you need to know about Air China
The company responds to most customer complaints in a satisfactory manner.
How to resolve a problem with Air China
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Air China mailing address
Xidan Civil Aviation Building
Chang’an West Street,
No. 15
Beijing, China 100031
Air China executive customer service contacts
Primary Contact
Wang Xiaokang
Vice President
Xidan Civil Aviation Building
Chang’an West Street,
No. 15
Beijing, China
wang.xiaokang@airchina.us
zchi@airchina-americas.com
Secondary Contact
Feng Gang
Vice President
Xidan Civil Aviation Building
Chang’an West Street,
No. 15
Beijing, China 100031
feng.gang@airchina.us
Chief Executive
Song Zhiyong
Xidan Civil Aviation Building
Chang’an West Street,
No. 15
Beijing, China 100031
song.zhiyong@airchina.us
How can I reach Air China's customer service?
Call (800) 882-8122 or by email at airchina-us@airchina.com. Representatives are available from 6 a.m. to 9 p.m. Monday to Friday. China Standard time.
Does Air China offer refunds?
Refunds depend on the terms and conditions of the ticket. They are only processed at the original point of ticket purchase and must be requested within the ticket’s validity period.
How can I verify my Air China flight status?
Visit the airline’s website and use the Flight Status tool.
Do Air China staff speak English?
Yes. Air China’s cabin crew typically speak English, especially on international flights.
Does Air China provide baggage services?
Yes, Air China provides complimentary baggage allowances for both carry-on and checked baggage. For domestic flights:
- Economy Class passengers can check up to 20 kg (44 lbs) of luggage.
- Business Class passengers can check 30 kg (66 lbs).
- First Class passengers can check 40 kg (88 lbs).
Does Air China offer television screens?
Yes, Air China offers in-flight entertainment with high-definition, on-demand viewing. Passengers can enjoy a variety of films, TV shows, and music through the AVOD system.
Are Air China and China Airlines the same?
No, Air China and China Airlines are different airlines. Air China is based in the People’s Republic of China and headquartered in Beijing, while China Airlines is headquartered in Taipei, Taiwan.
What are the procedures if Air China cancels flights?
The airline typically offers rebooking options, alternative flights, or refunds. Passengers affected by flight cancellations should contact Air China’s customer service at (212) 371-9898 for assistance.
Can I receive a refund if I cancel my Air China flight?
Yes, Air China allows flight cancellations and refunds.
Does Air China provide meals?
Yes, Air China provides in-flight meals for passengers.
Is Wi-Fi available on Air China flights?
Air China offers in-flight Wi-Fi services on select aircraft.
What travel documents do I need for my Air China flight?
You will need a valid passport, visa (if required), and any other necessary travel documents for your destination. Always check the entry requirements for your destination country well in advance of your flight.
Are there special services for unaccompanied minors?
Yes, you can request special assistance such as wheelchair service, special meals, or other needs during the booking process or by contacting Air China customer service at (212) 371-9898 at least 48 hours before your flight.
What is the Air China PhoenixMiles program?
PhoenixMiles is Air China’s frequent flyer program, allowing members to earn and redeem miles for flights, upgrades, and other benefits with Air China and its partner airlines.
How can I join the PhoenixMiles program?
Register on the Air China website or mobile app. Membership is free.
Can I select my seat in advance?
Yes, you can select your seat in advance during the booking process or later by managing your booking online. Some fare types may charge an additional fee for seat selection.
How to get professional help with your Air China problem
If you need help with Air China, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
