Contact Air China customer service
Contact Air China customer service. Find phone numbers, email, website and opening hours for the Chinese flag carrier.
Inside Air China customer service
Air China is the flag carrier of mainland China (not to be confused with China Airlines from Taiwan) and a Star Alliance member. The Beijing-based service centre handles bilingual Mandarin and English calls; English coverage outside Chinese business hours is limited.
Air China channels: which to choose
Picking the right channel for Air China significantly cuts wait time. This guide shows where to start for each type of request.
The Beijing service centre handles English calls during Chinese business hours. PhoenixMiles Platinum members get priority routing.
The Air China app handles seat selection and PhoenixMiles redemptions.
Frequent flyer programme
PhoenixMiles
Frequent flyerThe Air China programme with Silver, Gold, Platinum and Diamond (invitation-only) tiers.
Strengths and watch-outs
Works well
- Largest Chinese mainland network with strong international reach.
- Beijing hub access to most Chinese cities.
Watch out
- Often confused with Taiwan's China Airlines (CI) — verify before booking.
- English-language coverage limited outside Chinese business hours.
At a glance — Air China
Air China is the flag carrier of mainland China (not Taiwan) and a Star Alliance member, hubbed at Beijing Capital (PEK) and Beijing Daxing (PKX) plus secondary operations at Chengdu (CTU) and Shanghai (PVG). The fleet of around 480 aircraft (Boeing 737, 747-8, 777, 787, Airbus A320 family, A330, A350) covers around 200 destinations.
- HQ
- Beijing, China
- Primary hub
- Beijing Capital International Airport (PEK)
- Alliance
- Star Alliance
- Fleet
- ~480 aircraft
- Destinations
- ~200 destinations
Common Air China support topics
Most calls to Air China customer service fall into four categories: baggage (lost, damaged or delayed luggage), refunds (after a cancellation or schedule change), name and booking changes, and same-day disruption (delays, rebookings, missed connections). Each has a different best channel — phone is usually wrong for the first two, and the right channel for the last two.
For a detailed walk-through of each scenario — including timelines, what evidence to collect, and which jurisdictional rules apply — see our editorial guides:
- Airline baggage claims: lost, damaged and delayed luggage — the 7-day deadline, Montreal Convention limits, and how to file a PIR.
- Airline refunds and vouchers — when you're owed cash (not a voucher), how long the airline has, and how to dispute a refusal.
- How to reach airline customer service fastest — channel-by-channel playbook with IVR tactics.
Passenger rights when flying Air China in the EU
If your Air China flight departs from an EU airport — or arrives in the EU on Air China metal — you may be entitled to fixed cash compensation between €250 and €600 per passenger under EU Regulation 261/2004, separate from any refund. The threshold for the compensation right is a delay of 3 hours or more on arrival, a cancellation less than 14 days before departure, or denied boarding due to overbooking. The right to care (meals, accommodation during long waits) applies even when no cash compensation is owed.
Frequently asked questions about Air China
- What is Air China's customer service phone number?
- Air China customer service can be reached at +1 800 882 8122.
- What is Air China's customer service email?
- You can email Air China customer service at ca-europe@airchina.com.
- Where can I find Air China support online?
- Visit https://www.airchina.us/US/GB/contact-us/call-center/ for official support options.
- Does Air China customer service offer support in English?
- Yes, Air China offers English-speaking customer service. Call +1 800 882 8122 for support in English.
- How do I email Air China customer service?
- You can email Air China customer service at ca-europe@airchina.com. Chatbot, WhatsApp and a support form are also available if you need a faster reply.
- Is Air China customer service available 24 hours?
- Air China customer service is not always available 24 hours a day. Check the opening hours section on this page for the current schedule.