Air China’s cancellation policy offers flexibility for passengers, with conditions varying by fare type, timing, and booking method. Below is a concise overview based on available information:
24-Hour Risk-Free Cancellation: You can cancel any flight within 24 hours of booking for a full refund, provided the flight departs at least 7 days later (168 hours). This applies to all fare types (Economy, Premium Economy, Business, First Class) for bookings made directly through Air China’s website, app, or call center. No cancellation fees are charged, and refunds are processed to the original payment method within 7–10 business days.
Cancellations After 24 Hours:
- Non-Refundable Fares: These are not refundable after the 24-hour window, except for unused taxes and fees. A cancellation fee (typically USD 100–500, depending on fare type, route, and timing) is deducted, and the remaining value may be issued as an electronic voucher for future travel, valid for one year.
- Refundable Fares: Cancellations are allowed with fees based on fare rules and the time between cancellation and departure. Fees range from USD 100–500, and refunds are issued to the original payment method or as vouchers. For partially used tickets, the used segment’s fare is deducted, and fees apply to the unused portion.
- Special Fare Products: These have unique rules, which take precedence over general policies. Check specific fare conditions at booking.
Airline-Initiated Cancellations: If Air China cancels your flight (e.g., due to technical issues, weather, or schedule changes), you’re entitled to a full refund to the original payment method or rebooking on the next available flight at no cost. If no flight is available, Air China may arrange accommodations. For flights departing from EU airports, EU Regulation EC 261/2004 may provide compensation up to €600 if notified less than 14 days before departure and the cancellation is within Air China’s control (e.g., not due to extraordinary circumstances like weather). Compensation depends on flight distance:
- Up to 1,500 km: €250
- 1,500–3,500 km: €400
- Over 3,500 km: €600
Special Circumstances:
- Medical Emergencies or Death: Full refunds are available without fees for cancellations due to serious illness or death of a passenger or immediate family member, provided documentation (e.g., medical certificate, death certificate) is submitted.
- COVID-19 Cancellations: If Air China cancels due to COVID-19 restrictions, a full cash refund is provided, regardless of fare type. Vouchers should be declined in favor of cash refunds.
How to Cancel:
- Phone: Call Air China’s customer service at +1-877-240-6770, or regional numbers. Provide booking details.
- In-Person: Visit an Air China ticket counter or sales office at the airport with your booking reference and ID.
- Travel Agents: If booked through a third party (e.g., travel agency, Expedia), contact the agent directly, as Air China cannot process these cancellations. Agency policies may apply, potentially with additional fees.
Refunds:
- Refunds for eligible cancellations are processed within 7–10 business days to the original payment method or as e-vouchers for non-refundable fares. Non-refundable tickets canceled after 24 hours receive only tax refunds or vouchers after fees.
- PhoenixMiles members may receive a no-questions-asked refund voucher via the Air China app, subject to fare rules.
- Refund requests must be made within the ticket’s validity period (one year from issuance for normal fares).
- For group bookings (10+ tickets), contact a local Air China sales office for specific refund rules.
Additional Notes:
- Always check fare rules at booking, as fees vary by fare type, route, and class. Discounted tickets may have stricter policies, with higher fees or no refunds.
- EU/UK EC 261/2004 applies only to flights departing from EU/UK airports or arriving on EU/UK carriers. Flights from non-EU airports (e.g., Beijing) are not covered unless operated by an EU airline.
- Some sources report inconsistent refund processing or communication issues, suggesting persistence or services like AirHelp (98% success rate for claims).
- Online cancellations are unavailable for unaccompanied minors, infants, or passengers with special needs; these must be handled via the call center or in-person.
