China Eastern Airlines’ cancellation policy offers flexibility depending on the ticket type, fare rules, and timing. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy: You can cancel your flight within 24 hours of booking without a fee and receive a full refund, provided the ticket was purchased at least seven days before departure. This applies to all fare types, including non-refundable tickets
After 24 Hours:
- Cancellations: If you cancel after 24 hours, a fee may apply based on the fare type, destination, and time of cancellation. Non-refundable tickets may only have taxes refunded, while refundable tickets may incur a penalty. First and Business Class tickets may be canceled for free if done at least 6 hours before departure.
- No-Show Policy: If you miss your flight without canceling in advance, you’re ineligible for a refund, and cancellation fees will apply.
Special Circumstances:
- Illness or Death: If you or up to two co-passengers cannot travel due to serious illness, you can request a penalty-free refund with a medical certificate from a Grade II, Class A Hospital (or higher) issued within 48 hours of departure. In case of a death, a refund can be issued to an immediate family member with a death certificate.
- Airline-Canceled Flights: If China Eastern cancels your flight, you’re entitled to a full refund or rebooking on the next available flight at no extra cost. If notified less than 14 days before departure, you may also claim compensation up to €600, unless the cancellation is due to extraordinary circumstances (e.g., weather, strikes not caused by airline staff).
- Delays: For delays of 4–8 hours, you may receive CNY 200; for 8+ hours, CNY 400. EU flights delayed over 3 hours may qualify for up to €600 compensation.
- Overbooking: If denied boarding due to overbooking, you can choose a refund, rebooking, or compensation, with amounts depending on the flight and delay caused.
How to Cancel:
- Phone or In-Person: Call customer service +1-877-240-6770 or visit an airport ticket counter/kiosk.
- Third-Party Bookings: If booked through a travel agent or third party, cancellations and refunds must be processed through them.
Refund Process:
- Refunds are processed within 7–20 business days, depending on payment method. You must provide proof of payment (e.g., invoice, credit card details).
- For paper tickets, submit the unused flight and passenger coupons. Refunds are issued to the original payer or a trustee with a valid power of attorney.
- Group tickets: If partially used, only taxes for unused segments are refunded. If unused and the group size meets the minimum requirement, a full refund may apply.
- Refunds for tickets purchased with miles are returned as miles, not cash.
Additional Notes:
- Non-refundable fares are restrictive, but taxes and fees can often be refunded.
- Recent policy updates (as of 2024) allow free cancellations for domestic flights if the ticket price drops, provided the itinerary remains the same. This doesn’t apply to group tickets or those redeemed with points.
- EU/UK regulations (EC 261/2004, UK 261) apply for flights departing from or arriving in the EU/UK with specific compensation rights. Non-EU flights may have limited compensation unless the airline is at fault.
- Tickets have a one-year validity for refund requests from the issuance date, though some regions may enforce shorter deadlines (4–6 months).
