Travel Services

China Eastern Airlines Corporation Limited has been always trying to provide the best customer-oriented service so as to ensure its customers “precise, delicate, careful and wonderful” service experience for the entire air travel. The following 14 commitments summarize our responsibilities and the way we perform them:

1 . Service hotline 95530Top

The service hotline 95530 is a key sales and service platform of China Eastern Airlines, through which we provide services including information inquiry, ticketing, business consulting, traveling opinions and suggestions acceptance, electronic direct sales, as well as service for members of the “Eastern Miles” Club in four languages including Chinese, English, Japanese and Korean for 24h every day. Meanwhile, we also provide services like business trip and tourism vocation.

Note: you can visit www.ceair.com and inquire further information related to China Eastern Airlines.

2 . Sales of tickets with discountsTop

We offer our customers the lowest released price through www.ceair.com, booking call system, ticket business counters at the airports, and the sales agent ticket office within the city according to the date, flight number and class in the application. If your time allowed for travel is flexible, we will choose the most preferential travel scheme for you according to your specific need.

Note: please get familiar with related restricted conditions on the use of passenger tickets before you decide to buy the above passenger tickets, so as to choose the most appropriate price available.

3 . Waiting time for check-inTop

Waiting time for check-in will not exceed 5 minutes for first-class cabin, 7 minutes for business class cabin, and 18 minutes for economic class cabin for 95% of the cases.

The waiting time it takes you to pay excess baggage fees, return a ticket and fill in a ticket will not exceed 5 minutes and the time for queuing will not exceed 10 minuets.

4 . Timely delivery of baggageTop

Upon domestic flight and international (regional) flight arrival, delivery of the first baggage should not be later than 15 minutes after the opening of the cabin door for 95% of the cases. For flights stopping at the apron, delivery of the first baggage should not be later than 20 minutes after the opening of the cabin door for 95% of the cases; delivery of all baggage should be finished within 45 minutes after the opening of the cabin door.

5 . Frequent travelersTop

The mission of the “Eastern Miles” Club is to create for its members a more attractive incentive scheme based on the bonus points gained. The members could gain the bonus points of “Eastern Miles” through traveling by flights of China Eastern Airlines, Shanghai Airlines, China United Airlines and other partner airlines, as well as hotel reservation, financial service, catering service, car rental service, telecommunication service and relaxation and health service, and exchange the bonus points gained for passenger tickets, cabin upgrading, excess baggage fees, gifts, etc. For total bonus points gained, exchange records, bonus tickets exchange, member information modification and the latest information, please visit the website of “Eastern Miles” at www.easternmiles.com.

6 . Electronic ticketsTop

We adopt the domestically edge-cutting electronic ticket selling system to offer our customers on-line sales service at www.ceair.com in Chinese for 24h every day. You could buy online tickets anywhere at anytime with payment made through China Unionpay and Master ICPAY. Meanwhile, the electronic tickets selling system and ticket reservation system are interlinked with the departure system, so as to provide you with the latest information on schedule, seats and price, and make it easier for you to check in.

7 . Fast transferTop

We offer our customers convenient, efficient and reliable transfer service with Shanghai being the hub. You could get to over a thousand destinations in almost 200 countries across the world using only one ticket through seamless transfer, and you don’t have to find and transfer the luggage yourself. We have started to provide the “through flight transfer and direct baggage transfer” service in some cities and the customers could obtain the through tickets, receive the onward journey boarding check and handle the baggage check-in procedures at the starting airport. No check-in procedures are required to be handled for flight transfer at the departure hall of Shanghai Pudong International Airport, and you may handle related customs procedures for baggage check-in at the transfer depot. This applies to transfer passengers taking international flights of China Eastern Airlines from Singapore, Inchon, Fukuoka, Osaka, Tokyo, Busan, Vancouver, New York, Sidney, Melbourne, Los Angeles, Paris, Frankfurt, London, etc. transferring to domestic flights of China Eastern Airlines on the current day at the departure hall of Shanghai Pudong International Airport, or passengers taking domestic flights of China Eastern Airlines from Fuzhou, Xiamen, Wenzhou, Qingdao, Chongqing, Guangzhou, Shenzhen, Kunming, Nanjing, Beijing, Tianjin, Changsha, Xi’an, Wuhan, Chengdu, Shenyang, Dalian, Harbin, etc. transferring to international flights of China Eastern Airlines on the current day at the departure hall of Shanghai Pudong International Airport.

Note:
1. Passengers taking the internal code-sharing flights of China Eastern Airlines are not included.
2. The departure hall refers to T1 Departure Hall at Pudong International Airport.
3. The minimum time required for transfer at other transfer depots should be in accordance with the regulations published by the transfer airports.

8 . Unaccompanied childrenTop

We allow the healthy children at age of (inclusive) 5 to (inclusive) 12 to check in. For more information, please visit www.ceair.com or call us at 95530. We have special workers both on the ground and in the air to offer seamless service for the unaccompanied children.

You need to handle the check-in procedures for your child in advance, and your child could take the direct or through flight of China Eastern Airlines after our confirmation and approval.

Note: your need to apply for this one week in advance. Please fill in the information about the child’s parents and guardian, as well as the name, address, certificate number and contact of the pick-up, so the workers may contact related persons in time.

9 . Ticket change and refundingTop

If you want to change the ticket due to non-voluntary reasons, we will handle the ticket change according to related regulations. Any balance of ticket fare, excess baggage fees and other service fees arising therefrom should be paid only to the customers.

If you want to change the ticket due to voluntary reasons, we will handle the ticket change according to related restrictions on use of the ticket. Any balance of ticket fare arising therefrom should be paid to either side as the case may be.

If you want to have your ticket refunded due to non-voluntary reasons, we will return the full fare of the unused ticket to you without any handling charge.

If you want to have your ticket refunded due to voluntary reasons, we will return the fare of the unused ticket to you with handling charge deducted according to related restrictions on use of the ticket.

For tickets of the policemen who are disabled while on duty, and disabled revolutionary servicemen in China, as well as the tickets of infants at the price being 10% of the published price, no refunding handling charge will be required; and for tickets of infants at the price of 10% of the published international price, no refunding handling charge will be required, neither.

Illness should be regarded as a reason for voluntary refunding. For free handling, diagnosis certification issued by the medical institution is required.

Note: for detailed information on procedure handling, please call us at 95530 or visit www.ceair.com.

10 . Irregular baggage transport serviceTop

We will try our best to deliver your baggage in time. In case of any delay, we will contact you within 24 hours after you fill in the baggage loss report properly. We will keep in touch with you till the delivery of baggage. In case of delayed arrival of the baggage, we will deliver the baggage to you at the airport or to the place agreed upon between us for free as you may require.

For unclaimed baggage, we will contact the owner as soon as possible if the names, addresses and phone numbers are available.

Note: We will try to avoid irregular baggage transport, and bring as little as inconvenience to you. However, damage to or loss of baggage is sometimes unavoidable. Therefore, please write your name, address, and telephone number on the registered baggage. For detailed regulations on baggage transportation, please refer to our workers or call us at 95530.

11 . Irregular flight serviceTop

We will inform you of any delay, cancellation or change of the flights in a timely and complete manner through the following means:

If you have provided your contact when making the ticket reservation, we will inform you of any delay or cancellation of your flight 4 hours or more ahead of the departure time specified on the tickets so that you will not get to the airport in vain.

In case of any delay or cancellation of the flight when you are at the airport or on the airplane, we will inform you of the delay time and estimated departure time in writing or through broadcast.

We will inform you of the latest dynamic information on the flight at an interval of 30 minutes if the time delay is not ascertained.

We will inform customers in the passenger cabin or in the VIP lounge at the departure hall of the latest dynamic information on the flight at an interval of 20 minutes if the time delay is not ascertained.

In case of any delay of flight when you are in the departure hall or the passenger cabin, you may refer to the workers at the boarding gate and the steward for the latest information on the delay and change.

You may also call us at 95530 for the latest information on flight delay or cancellation.

Note: please leave your contact when making the ticket reservation so that we could inform you of the flight delay as soon as possible.

12 . Carriage transportTop

We offer various service items including storage, transport, space booking, dispatching, loading and unloading. Our service products include transfer at a fixed time, transfer in a limited time, carriage of dangerous goods, carriage of live animals, fast freight, excess goods transport, special goods transport and air charter service. Meanwhile, we have differentiation special service products like full container transfer, door-to-door service, airport ramp transshipping, international fast freight, Europe and America service in a limited time, and direct customer service, thus ensuring you safe, impressive and comprehensive goods transport service.

13 . Cares for customersTop

We will try to know and satisfy all of the needs of our customers, and offer special services to the VIP passengers, the aged, the little children, unaccompanied children, pregnant women, etc.

We will offer assistance to the customers with visual disorder, hearing disorder, dysgnosia or mobility impairment.

If you take air flights of China Eastern Airlines or partners of Skyteam Alliance, we will exert to provide the best service for you and ensure the quality of customer service.

14 . Quick response to complaintsTop

For any complaints, please call us at 95530 at any time you like. We will contact you within 1 working day after receiving your complaint and offer you the treatment suggestions within 15 working days.

For a member of Skyteam Alliance, we will reply to you within 28 days (calendar days) upon your complaints.

For a super elite or elite member of Skyteam Alliance, we will reply to you within 9 days (calendar days) upon your complaints in writing.

Note: please leave the details of the issue and contact information so that we could conduct investigation, take treatment measures and offer you a reply in a satisfactory manner.