Refund Policy
Refunds
1 Voluntary refund
1.1 If the flight coupons of the tickets are not used sequentially, the unused coupons will be refunded in the following way: The refund amount is the ticket price plus taxes actually paid by the passenger, deducted by the applicable prices and taxes of the physical seats (U/F/J/Y) on the used flight segments, and the refund fees.
1.2 For tickets used in the sequential order, the refund procedure is as follows:
1.2.1 Totally unused ticket: the amount refunded to the passenger is equal to the paid ticket amount minus the refund fee specified for the ticket fare.
1.2.2 Partially used ticket: the amount refunded to the passenger is equal to the paid ticket amount minus the one-way or round-trip fare applicable to the used flight segments (if there is no one-way fare, the lowest one-way fare higher than the original service class published by SITA AIRFARE will be calculated), and minus the relevant refund fee and the taxes and fees for the used flight segments.
1.2.2.1 If only the domestic and/or international interline portion remains: the amount refunded to the passenger is equal to the paid ticket amount minus the fare applicable to the used flight segments, and minus the relevant refund fee and the taxes and fees for the used flight segments.
1.2.2.2 If only the domestic and/or International interline portion (including code share flights operated by foreign airlines) is used: the amount refunded to the passenger is equal to the paid ticket amount minus the highest fare published by SITA AIRFARE in the actual service class for the used flight segments, and minus the relevant refund fee and the taxes and fees for the used flight segments.
1.3 Provisions for refund of group tickets
1.3.1 If a portion of the group ticket has been used then no refund is permitted; only the taxes for unused flight segments will be refunded.
1.3.2 If no portion of the group ticket has been used and the actual number of travelers in the group is greater than or equal to the specified minimum number, the refund will be made in accordance with Article 1.2.1 of these General Provisions.
1.3.3 If no portion of the group ticket has been used and the actual number of travelers in the group is less than the specified minimum group number, only the taxes for the unused portion will be refunded.
1.3.4 When a group ticket is refunded, if the actual number of travelers in the group is lower than the number specified for the free-ticket group concession, the corresponding free-ticket fares must be deducted from the refund amount.
1.4 If, after making voluntary changes to a ticket in accordance with Article 14 of these General Provisions, the passenger requests a voluntary refund of the ticket, the refund will be processed as specified below.
1.4.1 If fare differences were collected by completing an MCO, then the refund will be processed in accordance with the provisions for handling MCO refunds; at the same time, the refund will be processed based on Article 1 of these General Provisions in accordance with the fare rules for the original ticket.
1.4.2 If a ticket is changed through reissue (including multiple changes) and the first original ticket specifies that a refund is permitted, the amount refunded to the passenger is equal to the remainder after deducting the fare difference of the new reissued ticket, calculated in accordance with Article 1 of these General Provisions, and the refund fee charged in accordance with the provisions for the first original ticket. The remarks column on the refund application form must be filled in with all of the original ticket numbers.
1.4.3 If a ticket is changed using the reissue method (including multiple changes) and the first original ticket specifies that no refund is permitted, the amount refunded to the passenger is equal to the remainder after deducting the price difference of the new reissued ticket, calculated in accordance with Article 1 of these General Provisions, and the fare paid for the first original ticket. The remarks column on the refund application form must be filled in with all of the original ticket numbers.
1.5 When the refund amount calculated in accordance with the above provisions is negative, only the taxes for unused flight segments will be refunded, with no refund of the fuel surcharge for unused flight segments.
1.6 For domestic-international interline tickets with OD fares, if the booking class of the international segment is L or lower, once a portion of the ticket is used the refund will be made in accordance with the above provisions, with no refund of the fuel surcharge for unused flight segments.
1.7 For international-international interline tickets with 6th freedom fares, once a portion of the ticket is used the refund will be made in accordance with the above provisions, with no refund of the fuel surcharge for unused flight segments.
1.8 Voluntary refund of tickets marked "NON-REF" is not permitted; only the taxes for unused flight segments will be refunded, with no refund of the fuel surcharge for unused flight segments.
Refund terms and conditions
- Refund methods
Online refund: Passengers can request a refund online. China Eastern will validate requests and refund fares to the bank card used to make the booking. Mail refund: Passengers can mail their flight purchase invoice to: Refund team, Floor 3, No. 66, Jichang Avenue, Pudong New Area, Shanghai, 201202. China Eastern will validate refund requests upon receiving the invoice. - Definitions
Refund: If a passenger has not used the trips or services for all or some segments as indicated on an air ticket within the period of its validity, such passenger may request, within the applicable refund period, the refund for such unused trips or services, in accordance with the refund requirements applicable to the aforesaid ticket.
Voluntary refund: If a passenger has not used the trips or services for all or some segments as indicated on an air ticket within the period of its validity as a result of his/her own reasons, such passenger may request, within the applicable refund period, the refund for such unused trips or services, in accordance with the refund requirements applicable to the aforesaid ticket.
Non-voluntary refund: If a passenger has not used the booked trips or services for all or some segments as indicated on an air ticket within the period of its validity as a result of the factors attributable to CEAIR or any other insurmountable events, such passenger may request, within the applicable refund period, the refund for such unused trips or services. - Refund time limit
For regular tickets, the refund application shall be made within 13 months of the initial travel date. For non-standard tickets, the refund application shall be made within 13 months of the date of issuance. Overdue applications shall not be processed. - Ticket validity
Validity of ticket: (1) for the partially used ticket, the departure date of the first international trip as indicated on an international ticket will be the start of the ticket's validity, and the departure date of the first trip as indicated on a domestic ticket be the start of the ticket's validity period. The validity period will run for one year. (2) for the unused ticket, its validity will start with the date on which the ticket is printed and will run for one year. In case of exchange of a ticket that has been partially used, the validity period of the new ticket will be the same as that of the exchanged ticket. In case of exchange of a ticket that has not been used at all, the validity period of the new ticket will prevail. For the special fare that applies to all or some segments as indicated on a ticket within the validity period of less than one year, such validity period only applies to the transportation of relevant segments and is irrelevant to the validity period specified on the ticket. - Fee schedule for voluntary changes and refunds
Note: When refunding return, multi-leg and discounted tickets issued on or after July 22, 2013, if all portions of the ticket are unused, the passenger will be refunded the full fare minus the applicable processing fee. If some portions of the ticket have been used, the passenger will be refunded the full fare minus the published fares for used portions, and the applicable processing fee for unused portions. - Refund for repeated purchase
Repeated purchase means the act in which an individual passenger buys, with the same ID card, two tickets for the same flight on the same date, as a result of such passenger's own fault.
Procedures of refunding for repeated purchase: the passenger shall contact the ticketing office to request a refund for his/her ticket within 24 hours upon the issuance of the second ticket and 24 hours before the departure of airplane. To facilitate the passenger with travel, the ticketing office should keep the higher-price ticket and booking record and cancel the booking record for the repeated ticket 24 hours before the departure of airplane. After the passenger has finished his/her travel, the repeated ticket whose segments are not used at all may be fully refunded by the ticketing office. The ticket number of the higher-price ticket that has been used and a photo that captures the used coupons shall be provided by the passenger as an appendix when the repeated ticket is refunded. The service charges will be exempted. - Refund attributable to personal illness
If the passenger who is unfit for air travel due to his/her health problem requests a refund for ticket, such passenger shall file an application for refund prior to the departure of airplane and provide either of the following two types of documents that are issued by a domestic Grade II Class A hospital or above (or a foreign hospital, clinic or medical center).
1）The certificate of diagnosis that shows the passenger's unfitness for travel within the flight duration specified on his/her ticket.
2） The original and photocopied medical certificates or proofs (including certificate of diagnosis, medical record and hospitalization certificate) that show the passenger's unfitness for air travel during the flight duration specified on the air ticket, and the original and photocopied charge bills (including the evidence relating to registration fee, outpatient and emergency treatment service and hospitalization).
When a sick passenger requests a refund for ticket, the voluntary refund regulations will apply and service charge for such refund will be exempted. If the travel companions (up to two) of such sick passenger request ticket refund at the same time, they must provide the photocopied ticket or itinerary receipt of the sick passenger and other relevant proofs. The refunding for the tickets of these travel companions will subject to the voluntary refund regulations and the service charges will be exempted.
If the travel companion of a deceased passenger requests a refund for the ticket of the deceased passenger, the photocopied certificate showing the death of the deceased passenger needs to be presented. The refund will be subject to the voluntary refund regulations and the service charge will be exempted. If such travel companion requests a refund for his/her own ticket at the same time, such request will be treated as a voluntary refund and service charge will be exempted.
If the above-mentioned special passengers (including their travel companions) request refunds for the tickets that are not qualified for refund, the service outlet directly under CEAIR will treat such tickets as the ones that are qualified for refund and such refunds will be governed by the voluntary refund regulations, with service charges exempted.