main content
Customer Service Commitment

Info

 

Customer Service Commitment

Please visit www.rail-checkin.com from 72 hrs before departure and enter your name as well as your flight ticket number or booking code. After that, you can choose if you rather want to print your ticket or send it to a mobile device.
On the train it is necessary to carry your Rail&Fly ticket, your valid passport and the air travel plan/itinerary. Please note that the itinerary itself is not a valid ticket.
The journey times stated on your booking confirmation are no real train connections. Please visit www.bahn.com or the DB navigator app to check the times of train connections to your destination.
*China Eastern Airlines official website does not provide Rail & Fly ticket
The service hotline 1-626-583-1500 is a key sales and service platform of China Eastern Airlines for our customer’s information inquiries, ticketing, business consulting, travel advice, customer feedback and electronic direct sales. We also provide services such as business trip and tourism vocation.
 
Note: you can visit us.ceair.com for further information related to China Eastern Airlines.
We offer our customers the lowest released prices through www.ceair.com. If your travel time is flexible, we will help you choose the best flights for you according to your specific needs.
 
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 best price available.
Although delay is sometimes unavoidable, we will use our best endeavors to ensure that waiting times for check-in will not exceed 5 minutes for first-class cabin, 7 minutes for business class cabin, and 18 minutes for economy class cabin.
 
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 minutes.
Although delay is sometimes unavoidable, we will endeavor to ensure that for most flights, 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 and 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; and delivery of all baggage should be finished within 45 minutes after the opening of the cabin door.
The mission of the "Eastern Miles" Club is to create for its members a more attractive incentive scheme based on the bonus points gained. Members can earn "Eastern Miles" points when taking flights with China Eastern Airlines, Shanghai Airlines, China United Airlines and other partner airlines, as well as hotel reservations, financial services, catering services, car rental services, telecommunication services and relaxation and health services, and exchange points for passenger tickets, cabin upgrades, 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 hhttp://easternmiles.ceair.com/mpf/#/home/indexopen on new window.
We adopt the domestically cutting-edge electronic ticket selling system to offer our customers on-line sales service at www.ceair.com in Chinese for 24 hours a day. You could buy online tickets anywhere at any time 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.
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 a 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 some customers could obtain through tickets, receive the onward journey boarding card 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.
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 thereafter 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 thereafter 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:
  1. For detailed information on procedure handling, please call us at 1-626-5831500 or visit www.ceair.com. 
  2. When you make a ticket reservation, China Eastern will either hold your reservation at the quoted fare without payment for 24 hours or allow you to cancel your reservation without penalty for 24 hours, so long as you make the reservation at least one week prior to the flight’s departure.

We will try our best to deliver your baggage on time. In case of any delay, we will contact you after you fill in the baggage loss report and will keep in touch with you until the delivery of your 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 as possible 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 staff or call us at 1-626-5831500 .

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 trans-shipping, 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.
We will try to meet all of the needs of our customers, and offer special services to the VIP passengers, the elderly, young children, unaccompanied children, pregnant women, etc.
 
We will offer assistance to the customers with visual disorders, hearing disorders, dysgnosia or mobility impairment.
 
If you take air flights with 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.
For any complaints, please call us at 0044(0)20 7935 2676 at any time you like. We will endeavor to contact you within 1 working day after receiving your complaint and offer you 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.
In face of on-board delay, we will make arrangements as has been instructed below:
I. Update the passengers on the newest flight information regularly
When the on-board delay occurs, the cabin crew will stay in touch with the flight crew and report to passengers the flight information such as the reason for delay and predicted length of delay.
1. If the aircraft has not been pushed out 10 minutes after the cabin gate was closed, the cabin crew will contact the flight crew immediately to learn about the newest information and announce it to passengers accordingly;
2. While waiting on board, we will announce the flight information every 30 minutes;
 
II. Offer timely meal services to passengers
1. If the length of delay is over 2 hours (including), we will provide passengers with beverage and food provided that it does not affect the flight or cabin safety, or lengthen the delay. 
2. If the delay occurs when the aircraft is about to depart, and there have been no meal services arranged for the flight, we will ask the catering company to offer an extra meal to the passengers if possible, after consulting the meal arrangement schedule of the catering company and the predicted departure time of the flight. However, this will not be done if it will mean affecting the cabin safety and lengthening the delay.
3. When conditions do not permit the meal services, we will explain it to passengers.
 
III. While waiting on board, we will ensure that the washing rooms are available and functional provided that it will not affect the aviation safety.
 
IV. While waiting on board, we will take special care of the disabled, the elderly, expectant mothers, and unaccompanied children, and make them prioritized if necessary.
 
V. While waiting on board, we will arrange for more frequent cabin walk-arounds to offer answers to passengers’ questions and assistance to their needs.
 
VI. Conditions and limitations for passenger disembarking
1. Passengers will be allowed to disembark if one of the following conditions is fulfilled:
(1) When the aircraft is at the gate position, and the length of on-board delay is over 3 hours (inclusive) without specific departure time announced, we will contact the ground maintenance department to arrange for disembarking; if the aircraft has been pushed out, the passengers will be allowed to disembark only after the aircraft taxis back to the gate position with the prior approval of the aviation authority, and provided that this does not violate the aviation safety and security regulations.
(2) Passengers requesting disembarking due to their personal issues while waiting on a delayed flight will be satisfied as soon as possible provided that it does not violate the aviation safety and security regulations.
2. Your disembarking request may be declined or suspended for one of the following reasons:
(1) Air defense or security reasons.
(2) The airport customs and the border inspection department have specific restrictions for disembarking from international and regional flights.
(3) The operation order of the airport will be significantly impacted if the airplane taxis back for disembarking.
When the conditions do not permit disembarking, we will explain it to passengers.