Air China is the official flag carrier of the People’s Republic of China. Whether you’re flying for business, vacation, or any personal reason, getting in touch with the airline can sometimes be a challenge—especially if you’re dealing with an issue. That’s why we created this simple yet detailed guide to help you reach the right person at the right time.

Contents
  1. How to Contact Air China Customer Service
  2. Air China Mailing Addresses
  3. Regional Office Directories
  4. Customer Responsiveness Score
  5. Executive-Level Contact Information
  6. Helpful Online Services
  7. Social Media Channels
  8. Final Thoughts
  9. FAQs

How to Contact Air China Customer Service

Having direct contact information makes all the difference when you’re stuck with a delayed flight, missing luggage, or refund concerns. Here’s how to get in touch with Air China:

General & Regional Contact Numbers

Service TypeContact Information
Main Hotline (China)+86-10-95583 (News)
U.S. Toll-Free(800) 882-8122
U.S. Customer Service(212) 371-9898
U.S. Call Center+1-310-322-1133
Mon–Fri: 6 AM–9 PM PT
Sat–Sun/Public Holidays: 7:30 AM–4 PM PT
Americas Offices – Air China, Call Center – Air China
Customer Relations (Email)customer.relations@airchina.us (Americas Offices – Air China)
Additional Supportcustomer_relations@airchina.com
Official Websiteairchina.us

Air China Mailing Addresses

Sometimes, sending a formal letter works best. Here are the two main mailing addresses:

United States Regional Office

350 Fifth Ave., Suite 6905
New York, NY 10118
United States

Corporate Headquarters in China

Xidan Civil Aviation Building
Chang’an West Street, No. 15
Beijing, China 100031

Regional Office Directories

Depending on where you’re located, Air China has dedicated contact information by region:

Customer Responsiveness Score

According to third-party customer feedback, Air China scores 3 out of 5 in customer responsiveness. This means they usually respond in a reasonable timeframe and offer satisfactory support in most cases.

For those trying to handle a complaint, check this helpful resource on how customers can deal with customer service. It includes easy strategies to solve your issue without unnecessary stress.

Executive-Level Contact Information

If your issue hasn’t been resolved through regular customer service channels, you can reach out to Air China’s executive team. Use this responsibly and only after trying the usual support steps.

NameRoleEmailLocation
Wang XiaokangVice Presidentwang.xiaokang@airchina.us
zchi@airchina-americas.com		Beijing
Feng GangVice Presidentfeng.gang@airchina.usBeijing
Song ZhiyongChief Executivesong.zhiyong@airchina.usBeijing

Helpful Online Services

Air China’s website has multiple self-service features to make your travel easier:

Social Media Channels

Air China is active on several social media platforms. These are often good options for quick questions, flight updates, or promotional content:

Final Thoughts

When dealing with customer service, being polite, clear, and prepared with your booking details can lead to a much faster resolution. And if you’re facing trouble getting responses from the usual channels, Air China’s regional offices and executive contacts are there to support you further.

Make sure to double-check contact details on the official Air China website before reaching out, as they may update over time.

FAQs

1. How can I reach Air China’s customer service?

You can contact Air China’s customer service through their Contact Us page. Additionally, for inquiries related to the PhoenixMiles program, you can visit their PhoenixMiles Contact Center.

2. Does Air China offer refunds?

Yes, Air China provides refunds under certain conditions. For detailed information on refund policies, please refer to their Frequently Asked Questions.

3. How can I verify my Air China flight status?

You can check your flight status through Air China’s Flight Status page.

4. Do Air China staff speak English?

Yes, Air China staff are trained to assist passengers in English.

5. Does Air China provide baggage services?

Yes, Air China offers comprehensive baggage services. For detailed information on baggage policies, please visit their Baggage Information page.

6. Does Air China offer television screens?

Air China provides in-flight entertainment, including personal television screens, on select flights. For more details, please refer to their In-Flight Entertainment page.

7. Are Air China and China Airlines the same?

No, Air China and China Airlines are separate entities. Air China is the flag carrier of the People’s Republic of China, while China Airlines is the national carrier of Taiwan.

8. What are the procedures if Air China cancels flights?

In the event of a flight cancellation, Air China will notify passengers and provide options such as rebooking or refunds. For detailed procedures, please consult their Notice to Passengers.

9. Can I receive a refund if I cancel my Air China flight?

Refund eligibility depends on the ticket type and fare conditions. For specific information, please refer to Air China’s Refund Policy.

10. Does Air China provide meals?

Yes, Air China offers in-flight meals. For more information, please visit their In-Flight Services page.

11. Is Wi-Fi available on Air China flights?

Air China offers Wi-Fi services on select flights. For availability and details, please check their In-Flight Wi-Fi page.

12. What travel documents do I need for my Air China flight?

Required travel documents vary based on your destination. For specific information, please consult Air China’s Travel Document Requirements.

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Customer Service Contacts