Contact China Eastern customer service
Contact China Eastern customer service for booking changes, refunds, baggage claims, delayed flights and EU 261 compensation on EU departures. Phone numbers, opening hours and support channels for the Shanghai-based SkyTeam carrier.
What China Eastern customer service is like in practice
China Eastern is one of the "Big Three" mainland Chinese carriers (Air China and China Southern being the others) and a SkyTeam member. The Shanghai-based service centre handles bilingual Mandarin and English calls. Eastern Miles is the SkyTeam-cross-creditable FFP.
Which China Eastern channel to pick
Some China Eastern channels are far better than others for specific problems. Use this as a quick reference for which channel to start with.
The Shanghai service centre handles English calls during Chinese business hours.
The China Eastern app handles routine changes.
China Eastern frequent flyer notes
Eastern Miles
Frequent flyerThe China Eastern programme with SkyTeam tier equivalences.
The China Eastern verdict: what to know
Works well
- Shanghai dual-hub strategy gives flexibility for international and domestic passengers.
- Large fleet enables route density across China.
Watch out
- English-language coverage limited outside Chinese business hours.
At a glance — China Eastern
China Eastern is one of the three major mainland Chinese flag carriers, hubbed at Shanghai Pudong (PVG) and Shanghai Hongqiao (SHA). The fleet of around 600 aircraft makes it one of the world's largest by fleet count. Network covers around 250 destinations.
- HQ
- Shanghai, China
- Primary hub
- Shanghai Pudong International Airport (PVG)
- Alliance
- SkyTeam
- Fleet
- ~600 aircraft
- Destinations
- ~250 destinations
Common China Eastern support topics
Most calls to China Eastern 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 China Eastern in the EU
If your China Eastern flight departs from an EU airport — or arrives in the EU on China Eastern 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 China Eastern
- What is China Eastern's customer service phone number?
- China Eastern customer service can be reached at +1 626 583 1500.
- What is China Eastern's customer service email?
- You can email China Eastern customer service at customercare@ceair.com.
- Where can I find China Eastern support online?
- Visit https://us.ceair.com/en/ for official support options.
- Does China Eastern customer service offer support in English?
- Yes, China Eastern offers English-speaking customer service. Call +1 626 583 1500 for support in English.
- How do I email China Eastern customer service?
- You can email China Eastern customer service at customercare@ceair.com. Chatbot, WhatsApp and a support form are also available if you need a faster reply.
- Is China Eastern customer service available 24 hours?
- China Eastern customer service is not always available 24 hours a day. Check the opening hours section on this page for the current schedule.