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Air China Customer Service Phone, Email, Contacts

Air China
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1.4 1 Review 164 Complaints
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Air China Reviews 165

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A
12:00 am EDT

Air China Avoid Unless Absolutely Necessary

After reading multiple reviews from customers, it's evident that Air China has significant room for improvement. One customer mentioned paying a premium for business class but receiving subpar service and staff attentiveness. Another customer highlighted issues with online booking, including difficulties with account login and lack of proper communication. Additionally, there are complaints about flight cancellations, refund issues, and poor customer service. It seems that unless it's absolutely necessary, it might be best to avoid Air China for a smoother and more reliable travel experience.

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  1. Pros
    1. Extensive route network in Asia
    2. Member of Star Alliance
    3. Competitive pricing options
    4. Modern aircraft fleet
    5. Frequent flyer program benefits
  1. Cons
    1. Limited route flexibility outside Asia
    2. Inconsistent in-flight service quality
    3. Occasional flight delays and cancellations
    4. Language barriers for non-Mandarin speakers

Air China Complaints 164

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10:39 pm EST
Verified customer The reviewer confirmed their account using Google. Learn more

Air China check in

I was on business class on CA3305 from Shezhen to Singapore on 23 NOV 2023. As I am 75 years old, I cannot carry heavy luggage. So I had one 24 inch bag and two small bags. Total weight is probably less then 32kg for all 3 bags. But I was told for business class I could only checkin 2 bags and have to pay extra for the third bag. My allowance is 32ks for 2 bags . It is silly and inconvenient to limit to 2 bags rather than limit according to the Weight. Two bags each W weighing 32kg is too heavy for older passengers to carry, In addition I may be ca rrying f ruits and Want then to be in a separate box. Please review this policy of having a 2 bags limitation Kee chin Swee

Desired outcome: change 2 bags policy

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6:18 am EST
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Air China Excess Luggage Fee

On February 7th I flew from Hangzhou to Beijing using Air China. My luggage had an access fee, Air China decided to charge me a excess fee for my entire trip ( Hangzhou - Beijing - Dubai - Johannesburg) instead of just Hangzhou to Beijing. In Beijing I was getting onto Emirates. I gave Emirates the proof of access payment from Hangzhou and it was never accepted. I proceeded to complain to Air China in Beijing and I was told it's a Hangzhou error. I was given a contact number that was no use to me to call Air China in Hangzhou. Which I did and the number was invalid. I did my research and finally got ahold of Air China in Hangzhou, I told them what had happened and they told me they will do an investigation. Fast forward a month later. I still done have my refund from Hangzhou. I have laid a lot complains and I'm not getting assistance with my refund. I had to pay Emirates a full amount or I would have missed my flight. The inconvenience cause by Air China in Hangzhou and the lack of assistance is really unprofessional.

Your urgent assistance on this query will be appreciated.

I have been in contact with the following person in Hangzhou which hasn't seemed to be any help either: [protected]@airchina.ae

I am still waiting for my refund. I need my refund I was charged 1450¥ for the entire trip. Every-time I I call the contact centre I am told they don't work with Hangzhou. I must call Hangzhou. I am really disappointed in the service receiver thus far from Air China. The error was on your side and I need my refund.

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5:51 pm EST

Air China ticket

Dear Sir/Madam,

I was traveling from ISB to NYC on Oct 20, I had layover in Beijing but I missed my connecting flight as I was sick and couldn't reach the gate on time and so I missed my flight and there were no announcement made at Beijing airport even though I was in the Terminal 3 departing area and looking for gate number.
Therefore, I would like to get refund for the amount I was charged to buy new tickets $1415.36 or my prepaid purchased tickets $1165. 2 passengers.

Flight/tickets are attached.
thank you.

Arooj Khan
[protected]@gmail.com
[protected]

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Update by Arooj Kausar
Nov 05, 2019 5:58 pm EST

Air China didn't acknowledge the negeligance on PEK Airport part since there was no annoucement. Also Boarding pass only starts 40 mins before departure time indicating there would be enough time to board but gate was closed 15 mins before leaving only 30 mins to board and made to the gate... Due to sickness and huge airport with lack of proper guidance to follow the gate, I took the long route and missed the flight.

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Is Air China Legit?

Air China earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds Air China to be a trustworthy company. Although there's a 9% resolution rate for customer complaints, which deserves attention, Air China is known for their high standards and safety. If you're thinking about dealing with Air China, it's wise to check how they handle complaints.

We found clear and detailed contact information for Air China. The company provides a physical address, 21 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Air China's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

We looked up Air China and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Air China has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 164 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the airchina.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We detected that airchina.com is missing an SSL certificate, which is a cause for concern. Without an SSL certificate, the website may not be taking adequate steps to protect users' sensitive information. This can increase the risk of intercepted data being used for malicious purposes.
  • We conducted a search on social media and found several negative reviews related to Air China. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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12:41 pm EDT

Air China luggage/baggage damage

After my long flight from HND Tokyo 08:30 Friday 1st of November to PEK Beijing 11:40 and transfer flight PEK Beijing same date at 14:30 to LHR London Friday 1st of November 17:50. Went to the baggage claim area to claim my luggage, as soon as I saw my luggage I still recognised it despite seeing it was deformed and ripped at the rear top and left a massive hole and scratches and the zippers are damaged as well. Despite all the damages, all my belongings were still in there. I just couldn't understand why a checked in luggage that was labelled as fragile object being handled with this kind of manner, it's like they didn't even care what could've happened, one more slight damage and my luggage would be torn apart. I'm reporting this incident as I'm very disappointed about the outcome and would like to request if it's possible to claim a refund for my luggage.

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4:09 am EDT

Air China extra baggage fees for 360 euros

Hi,

I had a return flight from Paris to Auckland yesterday and I have not been allowed to board the flight unless I pay 360 euros extra fees (400 USD) for my baggages (receipt attached).

I got very disapointed because my check-in baggage was 19kg and I was allowed to 2 baggages of 23 kg each (as written on my booking confirmation e-mail attached). I respected all the rules for those baggages and got forced to pay otherwise I would miss my flight.

Can you please offer refund as soon as possible for those fees that I have paid?

If you do not do so, I will:
1) never fly again with Air china
2)never recommend Air china to friends and family (most of them often travel like me)
3) I will write negativ comments and tell what happened on your social media pages

I did make sure my travel would go fine and called the customer service before my flight from Auckland to Paris and they said everything was fine.

There has been a mistake about my baggages on this return trip.

If you need any further documents, ask me and I will be happy to help.

Best regards,

Guilhem Vasserot

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5:45 pm EDT
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Air China items were stolen

My transfer flight from Hong Kong to Beijing was delayed and allowed less than 10 minutes to get to my transfer flight from Beijing to Washington DC. As we were rushing through the security gate, through the scanning process the security guard had stolen a Coach purse with tag, a souvenir mug (Starbucks), a brand new vast with tag, and an Apple back up the battery charger. Because we did not allow enough time to go through security and everything was done in a rush, we had allowed the Beijing Airport guard to steal our belonging without realizing until we landed in DC. For this instance, I believe Air China should take some responsibility for reimbursement or credit to the next travel at the minimum.

Date: October 18, 2019
Itinerary Number: [protected]
Flight number: CA118
email address: [protected]@aol.com

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12:22 pm EDT
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Air China mooney was stolen out of my luggage and my bags were illegally searched

I recently took a trip to Beijing where I took an Air China flight (ca-976) on Wed 10/16 from Singapore to Beijjing in which i had $300 in my luggage. Upon my Beijing arrival, I noticed the contents of my bags were tampered with. The airline went through my luggage, did not leave any sort of notification that they in fact did search my bags but then to realize the money i had tucked away in my bags was gone. I reached out to the airline that same day to make a complaint an was given the run around. I would like to file a formal complaint and get my hard earned money back. Very dishonest, rude and nasty staff. It is completely unprofessional and disgusting to treat your paying customers this way.

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1:13 pm EDT
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Air China airline flight #7422 (september 22, 2019) and flight 981 (october 13, 2019) confirm # nt180j

On the flight from EWR TO PEK (Sept 22) I was assigned to a seat which did not have a working entertainment system. No other seat was available. I was very unhappy.

On the return flight on October 13 from PEK TO JFK I was asked to move to another seat due to a passenger who had a medical problem and needed an aisle seat. I did move. Then I was asked again to move to another different seat due to a passenger who had a headache! I then asked if I could sit at the very rear which had an unoccupied seat.They said that that was for crew. Later I saw a passenger sitting in that last seat. I asked if he was crew. He said that he was just a passenger.
I was very unhappy with the disrespectful treatment and lack of concern for myself. I am 75 years old and have severe arthritis.

I would appreciate appropriate compensation for the terrible experiences on the flights. In view of the facts, I request a 50% return compensation for the cost of the flights. Thank you.

Tel 321.751.0847

Email: [protected]@yahoo.com

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3:49 pm EDT
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Air China no confirmation from air china

My flight locator is MHVS43. I am flying from Los Angeles to Beijing on October 11. My flight no is CA888. My economy class ticket was confirmed.
I requested for a upgrade to business class two weeks ago.
No information was received from the airlines so far. I see that I have changed for $ 800.00 already on October 7 th. Called Air China several time and after every time waiting for more than an hour got hold of some customer service who couldn't help me. This is not the way to do business.
Please find and inform me by today what's going on.
Geetimala Mukherjee
Phone [protected]

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7:30 am EDT
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Air China wrong information about the reimbursement.

On 25th September at 16.09H (Madrid time) I called to the Air China Call Centre to change my flight (Madrid-Pekin-Madrid). The agent proposed me different flight options which were all inconvenient. Alternatively, the agent proposed me to cancel my ticket and request for reimbursement. The agent checked in the system and she confirmed that by cancelling the ticket I would get 520 EUR back. I agreed with this so I claimed reimbursement through the website of Air China. As soon as I cancelled my ticket and request for reimbursement, I bought a new ticket with different airline, bearing in mind that I will receive 520 eur back from Air China. However, today I have received an email from Air China saying the reimbursement is only 66.39 EUR.
I have contacted the customer service and they have listened the call recording. They confirmed that the agent provided a wrong information. However, Air China doesn't compensate or provide a new ticket.

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12:52 pm EDT

Air China about refund after cancellation

We booked two two way tickets through sawera travels Vanshika Mahajan and ritvik Mahajan dated 24.10.19 from Saskatchewan to New Delhi.Agent told us that flight is cancelled and you can travel on 23.10.19. we agreed. But due to some unavoidable circumstances we have to cancel tickets of ritvik Mahajan. We informed a month before to agent. But agent is not providing any refund. Please do the needful and convey your answer at [protected]@gmail.com

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Update by Gupta seema
Oct 06, 2019 12:53 pm EDT

We are waiting for Ur quick response

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7:32 am EDT
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Air China unauthorized baggage check and removal of stuff

Request to re-fund/return of my stuff
Dear, my name is muhammad aamir khan. I was traveling from beijing to islamabad on 11th september, via air china flight number ca945, etkt [protected]/1101. At airport my baggage was opened without my presence and few things were removed which were not meant to be removed. My 2 new e ciggrates were removed which were clearly without battery and reason was written in letter that they are with battery but they were not as it was written on box.
I am attaching letter put in my luggage by unpacking inspector (staff id) id9636 in baggage number [protected]
My boarding card is also attached with other documents
Please I want my things. Thank you

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3:40 am EDT

Air China non issuance of boarding pass as result could not board the flight from islamabad to beijing

Reference GHANI/CHOUDHRY SAAD:ticket #999-[protected] 

china flight CA-946 from islamabad to beijing to depart at 8 30pm yesternight
On arrival at boarding counter 7 25pm the counter was closed and told boarding closed half hour ago .
asked to wait by the crew but after wasting 45 mins wastold flight is about to take off at 8 pm and they cant do any thing about it, and told me to go to my ticket issuing agent for ticket renewal.

As a result of above i couldnot board the flight. On my contact to air china office in islamabad i am been told that its all my fault and i shall ask my agent who purchased this ticket to pay for additional charges too.

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10:49 pm EDT

Air China ticket refund

Good morning,

I bought two tickets online, and I send the request to cancel the reservation and refund my money, but it has been three months and I haven't received response.

I need to have an answer because I need my money back and also I need you to change the credit card number, because the one that I made the pay was cancel yesterday.

So I need that the money be refund to my new credit card:

Bancolombia
# [protected]
Julian Arango A
GOOD THRU 07/24
Visa
Credit card

Im sending my credit card support for you to see that the money of my ticket was charged to my old credit card.
Im also sending the screenshot of the message, when I asked to the refund online, three month ago.
And im also sending the tickets reservation were you can see the confirmation number and the online refund reference.

Confirmation number: PV3DPF
Online refund number: UMHUGV

Please im waiting for a timely response.

Regards,

Julian Arango
Cellphone number: [protected]
Cali-Colombia

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1:42 pm EDT
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Air China lost baggage

I am trying to track my son's bag 'he flew from Lusaka, Zambia on Ethiopian airline on September 2, 2019 on flight Et 873 to Addis Ababa from where he connected to Guangzhou on Ethiopian airline flight 0606.
In Guangzhou he was supposed to board air chine ca 1722 to Hangzhou but this flight was cancelled and was instead put on flight CA1726 to Hangzhou.
The bag was checked in in Lusaka to Hangzhou but it could not be traced when he arrived at Hangzhou. He said the boarding passes were collected at Guangzhou and issued with new ones but he was not advised to collect the bag and check in afresh.
He is student and first time visitor to china, all his clothes are in the bag.
It looks like it remained at Guangzhou.
How can you help. This was September 3, 2019.
His name is Kachinga Ngónga c
Reservation code jtxvxp
Airline service code nxqocb(ca)_

My email address is [protected]@gmail.com

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5:46 pm EDT

Air China Request for refund in rebooking my flight

To Whom It May Concern,

The Air China Limited (CA) 0179 on July 9-10-2019 - Beijing to Manila was delayed from Beijing for 4 hours. The reasons I missed my connecting flight to Cagayan de Oro City. The Air China should be responsible for the payment in re-booking my plane ticket to Cagayan de Oro City? I spend 7, 233.00 pesos re-booking my flight in the said destination. Is not my fault that I missed my flight because of the delayed arriving Air China into Manila. I try to settled the issues in Manila, but did not happened. I am requesting for a full refund for the money that I spent re-booking my flight to Cagayan de Oro City? The Air China did not get to Manila at that time until almost 6 am. My connecting flight to Cagayan de Oro City was 1st flight 4:15 am (Philippine Airline) as you can see in my itinerary.

Attachment is my Itinerary.

Please advice where I go from here.

Thank you,

Elsie Minton

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11:40 pm EDT

Air China did not let me check in

My name is Archa Neelakandan Girija. I booked a flight with Airchina (through flighthub) from Vancouver to Delhi and Delhi to Vancouver (via Beijing). On 12th August, the Air China officials in the Delhi Airport refused to check me in due to the reason that they could not find my reservation. I find it strange that, I flew with the same confirmation number and same airlines the outboard journey. The Delhi Airport officials were highly unhelpful and I missed that flight. I had to book another ticket for the next day as I had to be back in Vancouver. That costed more money than the round trip ticket and I was stranded in Delhi. I tried to contact Air China for refund but they were not responding.

I want to file compensation for the last minute ticket and my stay in Delhi and the mental stress I faced. I had a very very bad experience with Air China and I would never want to travel with them again.

The Air China confirmation number PBTD5M

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2:27 am EDT

Air China service/ staff

A bad experience about this air plane. I had around trip from Vietnam to Newark airport and back. The problems was happened when I came back 8/04/2019 at 12;40 pm.ticket;ca/etkt 999 [protected]-82 and they refused us (I and my kid) because our name in their system was incorrect, first name been last name and last name been first.
The Air China manager in Newark, her name is LINA ZHANG was terrible she told me "you have go online and solve it by yourself". She refused gave us any contact that I can solved my (or their?) problems. When I have a question why no one in Air China told me any about that trouble at my first trip when I fly to Newark? she said to me that she did not care. That was unbelievable
I and my kid she is 7 years old missed that fly, we had to pay over $100 for a taxi to JFK airport and got the other plane.

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1:42 am EDT
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Air China flight canceled

Hi,

this is Emanuele Contini. I was supposed to fly from Nanjing to Madrid on July 6th, 2019 via Beijing, but the flight CA1504 from NJ to BJ was canceled. Air China tried to
put me on another flight (an earlier one in the same day) but it was canceled as well
and I didn't have enough time to reach Beijing with train or other transports. They
provided me a solution which made me lose a lot of money. I flew 2 days later and arrived in Madrid on July 9th (instead of 7th). This made me lose around 450 euro because I was supposed to go to Tenerife for a conference, but I lost the flights, the hotel, and more importantly I lost the conference! I would like to have some refund, at least for the flights and hotel, if possible.
My email is: emanuele.[protected]@gmail.com

Best,
Emanuele Contini

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5:37 am EDT

Air China flight delay, lack of information and baggage damage

Hello, I returned home from China yesterday on flight CA855 however my flight was delayed by 3 hours. I understand this was due to a mechanical error however I believe the situation should have been resolved faster and there definitely should have been more information available as we were not told anything that was happening other than there was no time estimate. Only occasional announcements were in English and those were quiet and difficult to understand so we kept having to go to the desk to find out what was happening to be told nothing but to wait.

There was also a lack of information about how to request a vegetarian meal. I assumed if I needed to ask for a special meal it would have been made clear when I checked in online but it was not and therefore I could not eat on the flight.

To make matters worse once we eventually arrived back in the UK I found my suitcase lined up not on the conveyor belt and the wheel was badly damaged to the point where the bottom of the case was actually smashed. It was a sturdy case and cost me £60, the case was fine when I dropped it off and it is only the second time I have used it abroad so you can understand I am extremely upset about it as I could barely even get the case out of the airport and now need to buy a new one unnecessarily.

Regards,
Kiera Smith

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About Air China

Screenshot Air China
Air China is a major airline headquartered in Beijing, offering passenger and cargo transport. It operates a fleet of various aircraft, serving domestic and international routes, including Asia, Europe, and North America. Additional services include frequent flyer programs and in-flight amenities.
How to file a complaint about Air China?

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue you have with Air China in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Air China. Include key areas of concern, relevant transactions, steps taken to resolve the issue, the company's response, and the personal impact of the issue.

5. Attaching supporting documents:
- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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Follow these steps to effectively file a complaint with Air China on ComplaintsBoard.com.

Overview of Air China complaint handling

Air China reviews first appeared on Complaints Board on Mar 2, 2009. The latest review Avoid Unless Absolutely Necessary was posted on May 22, 2024. The latest complaint baggage damaged was resolved on Sep 05, 2014. Air China has an average consumer rating of 1 stars from 165 reviews. Air China has resolved 16 complaints.
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  1. Air China Contacts

  2. Air China phone numbers
    800 8610 0999
    800 8610 0999
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    25%
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    Europe & Asia
    1800 860 999
    1800 860 999
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    Australia
    +86 105 928 1588
    +86 105 928 1588
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    China
    +852 39 709 000
    +852 39 709 000
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    Hong Kong
    +81 570 095 583
    +81 570 095 583
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    Japan
    +86 400 610 0666
    +86 400 610 0666
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    Members Hotline
    +27 110 814 102
    +27 110 814 102
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    South Africa
    +1 (800) 882-8122
    +1 (800) 882-8122
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    Customer Service
    +1 (310) 322-1133
    +1 (310) 322-1133
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    Customer Service
    +1 (310) 335-0088
    +1 (310) 335-0088
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    Customer Service
    +1 (310) 215-1188
    +1 (310) 215-1188
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    Airport Office
    +1 (718) 751-2263
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    More phone numbers
  3. Air China emails
  4. Air China address
    2131 E Maple Ave, El Segundo, California, 90245, United States
  5. Air China social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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