PhoenixMiles

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Membership

1. How can I join Air China’s frequent flyer program?
To apply for membership, please fill in the Online Enrollment Application Form which you can find here. You can also fill in the membership application form at Air China’s ticketing offices, on Air China’s flights and at the airport.

2. When will I receive my membership card after I’ve submitted my application?
Once your application has bee n submitted, we’ll create your personal data bank. When you have completed two flights that qualify for mileage accrual or have accrued 5,000 km on Air China, we’ll send you an official membership card in the mail. Before you receive your official membership card, please use your temporary member card to earn mileage.

3. Does my membership card qualify me for other services?
PhoenixMiles members are grouped into different levels, and special benefits and services vary depending on what level you are. If you are an elite member, you may be entitled to mileage bonuses, priority on the waitlist and access to airport lounges.

PhoenixMiles member cards are grouped into different levels, and members at different levels are subject to different service charges. If you are an Ordinary Card member or a Silver Card member, you’ll be charged 800km for card reissue and 500km for account consolidation.

4. How can I have my password changed?
You can call our member service hotline at 4006-100-666 to have your password changed. To ensure the safety of your mileage account, we’ll verify with you relevant information in your account, and we’ll accept your new password if we’re sure everything is correct.

You can also have your password changed at any of Air China’s ticketing offices. Be aware that you need to produce your original ID and your original member card. You may ask someone else to have the password changed. That “someone” must also provide your original ID and your original member card and identify himself/herself with his/her own original ID.

5. How can I know the details of my account?
You may find the details of your account by contacting local Air China office.

6. When should I produce my membership card?
In make sure that mileage is credited to your account, you should produce your membership card when booking a flight, collecting your ticket, checking in or using the services of any of Air China’s partner.

7. What should I do if my card is damaged or lost?
If your card is damaged or lost, please call us at 0086 4006 100 666/0086 10-84597799 to have your card reissued. We’ll reissue a new card for you within a month, and your membership number will not change. If you are a Platinum Card member or a Gold Card member, the service is free of charge. If you are a Silver Card member or an Ordinary Card member, the cost is 800km which will be deducted from your mileage account.

8. What should I do if I have more than one account? Can I consolidate my accounts?
Owning many card numbers results in mileage accrual in different mileage accounts, and that makes it difficult for you to benefit from your mileage accrual. Accounts can be consolidated. If you are a Platinum Card member or a Gold Card member, the service is free of charge. If you are a Silver Card member or an Ordinary Card member, the cost is 500km which will be deducted from your mileage account.

 

Mileage Accrual

1. How can I accrue mileage?
Please produce your membership card when booking and checking in for a flight of Air China or any of its partners. Keep a copy of your ticket and the original copy of your boarding pass until you are sure that your mileage has been credited to your account. When booking a flight and check in-through the Air China’s website, or if you check-in through the self-service kiosks at the airport, please enter your card number. The mileage will be credited automatically to your mileage account.

2. How can I have my mileage credited for past flights?
If the mileage is not credited to your account within 2 weeks after your travel, please send by email or fax a copy of your ticket, the original copy of your boarding pass and your card number to our Members Services Center, or have the documents delivered to any of Air China’s ticketing offices or Air China PhoenixMiles counters at Beijing airport’s Terminal 3. Once this information is received and validated, your mileage will be credited to your account.

3. How far back can I get flights credited to my account
Mileage can be credited to your account within 6 months from the day you fly or use the services of any of Air China’s partners. Any mileage that’s beyond 6 months will not be credited.

4. Can my family or friends contribute to my mileage account when they fly?
No, only you can accrue mileage in your account when you fly.

5. Can I accrue mileage when flying with any of the Star Alliance carriers?
Yes, since Air China is a member of Star Alliance, you can accrue mileage when flying on a Star Alliance operated and coded flight. Please note that the mileage counts towards your status in the program, but the number of flight segments does not.

6. When I use the services of any of Air China’s partners, when will the mileage enter into my account? If my mileage is missing, how can I get it credited?
Qualifying mileage will be entered into your account within 2 months after you use the services. If your mileage is missing, please contact the partner in question to have your mileage credited to your account.

 

Award Request

1. What qualifies me for my first award request?
If you have flown a cumulative total of 4 flight segments (on flights operated by Air China) or a cumulative total of 20,000km within 2 calendar years, you can request your first award.

2. How can I request award travel?
Check to make sure that an award seat is available on your desired flight of a Star Alliance carrier. You can get your award ticket at any of Air China's ticketing offices. You need to produce the original copy of your valid ID and the original copy of your membership card, and enter your password. If you ask someone else to do this for you, in addition to the original copies of your valid ID and your membership card, that person must produce the original copy of his or her own valid ID.

3. When can I request an award with my mileage?
If you have flown a cumulative total of 20,000km or a cumulative total of 4 flight segments (involving CA-operated and CA-coded flights), you can request your first award. An award can take the form of free travel, free class upgrade or products from the PhoenixMiles Shopping City.

4. Can I get free tickets from the Member Services Center?
Yes. If you have a credit card from Bank of China, Merchants' Bank of China, CITIC Bank or Minsheng Banking Corporation, and the credit card does not have a password, call us at 400-6100-666. Press key 1 and then key 4. This process allows you to request an award ticket on domestic flights (excluding flights to and from Lhasa) operated by Air China, Shandong Airlines and Shanghai Airlines (only round trip).

5. What number should I dial if I have any questions about ticketing?
Call us at 0086 4008-100-999.

 

Elite Member Status

1. How can I be upgraded to the Elite Member status?
You will be upgraded to a higher status in the program provided that you meet certain requirements within 12 months. Once you have accrued 40,000 kilometers or 30 flight segments, you will be automatically upgraded to Silver. Once you have accrued 80,000 kilometers or 50 flight segments, you will be automatically upgraded to Gold. Once you have accrued 160,000 kilometers or 90 flight segments, you will be automatically upgraded to Platinum.

2. I have been upgrated to a new status. When can I get my new membership card?
You will receive your Elite Membership card by mail within 2 to 3 weeks after the day of your upgrade.

 

Contact the Member Service Center

How can I contact the Member Services Center?
You may reach us via any of these methods:

1. Member Service Hotlines
   Tel: 86-10-84597799 or 4006-100-666
   Fax: 86-10-84798686
   Business Hours (Staff): 8:00AM - 6:00PM (PEK Time)
   
   
2. E-mail
   ffp@airchina.com
   
   
3. Post
   Beijing P.O.Box: 100071-666 P. R. China
   Postal Code:100071
   
   
4. Phoenixmiles Website
   http://www.phoenixmiles.com
   http://ffp.airchina.com.cn