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Flight Cancellation Tickets Refund Information Q&A

Q:Will the refund fee be charged for the cancellation of an Air China flight?

A:The refund fee will be waived for all Air China tickets with a ticket number beginning with "999" (including mileage award tickets), ticketed either on Air China operated flights or on Air China (CA)-coded codeshare flights, and ticketed within the validity period of the ticket.

Q:What is the process to get a ticket refund?

A:

(1)For tickets purchased through a third party travel agency or a ticket sales agent, refunds must be handled by that agency or agent. Please contact the third party provider of your ticket directly to apply for an involuntary refund. The specific refundable amount needs to be confirmed with the third party agent.

NOTE: If the ticket has been partially used, the used portion cannot be refunded.

(2)For tickets that were purchased on the official Air China website, please log in to the official Air China website. Locate “Reservation Management - Online Refund”, and fill in the ticket information as prompted on the page:

The format of the ticket number:999 - ********

Reason for ticket refund: flight cancellation / delay

After submitting the refund application the system will automatically handle the involuntary refund (No refund fee will be charged)

(3)For tickets purchased through the Air China mobile app, log into the Air China mobile client – “My Order” and submit a refund application.

In case of technical problems, please contact Air China customer service Tel.: + 86-10-95583.

Q:How long will it take to receive my refund?

A:

(1)For tickets purchased through a third party travel agency or a ticket sales agent, the refund processing time is determined by that agency or agent.

(2)For tickets that were purchased on the official Air China website, due to the unique circumstances and anticipated high volume, refunds may be delayed. If you do not receive your refund within one month, or are mistakenly charged the refund service fee, please contact Air China for further action. Air China will assist with the refund process.

Q:What should I do if Air China's customer service phone cannot be reached?

A: Due to the unique circumstances and anticipated high call volume, the customer service hotline may have long wait times. We are sorry for any inconvenience. We recommend that you avoid peak call times and follow the steps below:

(1)Contact the ticket agent or cancel the reservation online as soon as possible.

(2)Try calling later if you encounter lengthy wait times. The refund application will be handled according to the above guidelines, and will be handled within the ticket validity period.

(3)Contact the local Air China sales department. Please refer to the official of Air China website – “Customer Support - Contact Us” for contact details.