PHOENIXMILES
MEMBER'S GUIDE
Welcome to the PhoenixMiles frequent flyer program.
PhoenixMiles is a frequent flyer program designed with you
in mind. Earn mileage from all over the globe with Air China
family carriers including Shenzhen Airlines, Shandong Airlines,
Beijing Airlines, Dalian Airlines, Air China Inner Mongolia, and Air
Macau.
Get ready for an outstanding experience on every flight, with
more attentive services and eligibility for generous mileage
awards, from the moment you become a PhoenixMiles member.
You can redeem mileage for award tickets, class upgrades,
items from the PhoenixMiles online store, as well as a host of
additional online and offline offers specially designed for you.
Make the most of every trip with PhoenixMiles. Read this guide
for a detailed overview of the basic information on earning
mileage and redeeming awards.
Welcome
PhoenixMiles member services center (Beijing)
Tel: +86-10-95583 or 4006-100-666
Fax: +86-10-59281560
Email: ffp@airchina.com
Joining the PhoenixMiles program 2
Joining 2
Membership Eligibility 2
How to Join 2
Managing Your Account 2
Personal Information 2
Password Management 3
Assignees 3
Membership Card 4
Mileage Redemption Suspensions 4
Common Terminology 5
PhoenixMiles Junior Card 6
PhoenixMiles Junior Membership Application 6
Important Information 6
Communications 7
Earning Mileage 8
How to Earn 8
About Mileage 8
Earning Mileage from Airline Partners 8
Earning Mileage from Non-airline Partners 9
Claiming Mileage for Past Flights 10
Earning Junior Mileage 10
Earn by Flying 10
Acquiring Miles by Transfer 10
How to Transfer Mileage 11
Elite Membership Upgrade and Renewal 12
Qualifying Thresholds 12
Upgrades 12
Renewal 13
Corresponding Star Alliance Status 14
Redeeming Mileage 15
Redeeming PhoenixMiles Mileage 15
Account Requirements 15
Booking Award Tickets 15
Flight Requirements 15
Ticketing Requirements 16
Ticket Issuance 16
Ticket Use 17
Voluntary Changes 18
Flight Disruption or Involuntary Downgrades 19
Rules on Award Tickets/Class Upgrades on Air China Group Airlines 19
Rules on Award Tickets/Class Upgrades on Star Alliance Airlines 22
Receiving Award Tickets from Other Partner Airlines 25
Service Charges 26
Redemption Channels 26
Redeeming PhoenixMiles Junior Mileage 27
Privacy Policy 28
Legal Matters 29
Contact Us 30
Table of Contents
HOENIXMILES MEMBER’S GUIDE
32
Joining the PhoenixMiles program
Joining
If you oen fly with Air China Group airlines or purchase services from PhoenixMiles partners,
join the PhoenixMiles program for a range of awards and benefits!
Membership Eligibility
(1) Any passenger aged 12 and over is eligible for a PhoenixMiles membership;
(2) Any passenger aged between 2 and 12 is eligible for a PhoenixMiles Junior membership;
(3) Members who are under the age of 14 must be associated with their guardian's
PhoenixMiles club membership card number and will be automatically disassociated when
they reach the age of 14;
(4) Companies or other legal entities are not eligible for PhoenixMiles memberships;
(5) The PhoenixMiles program will not accept joint applications from multiple persons for
pooling purposes, nor will it accept multiple applications by a single person.
How to Join
(1) PhoenixMiles website://www.phoenixmiles.com or hp://ffp.airchina.com.cn;
(2) Air China app;
(3) Air China WeChat account;
(4) Non-airline PhoenixMiles partners;
(5) Via one of the Air China Group airlines.
Managing Your Account
Personal Information
Each passenger can only register one member account and fill in a mobile phone number,
for which only one PhoenixMiles frequent flier program member account can be registered.
PhoenixMiles program does not accept duplicate registrations and reserves the right to
merge or close duplicate accounts.
(1) The personal information contained in your account includes Chinese/English name,
contact phone number, valid ID information, country/territory, date of birth, home or work
address, postal code, and email address.
(2) If you need to make any changes to your account personal information, you should do so
via the PhoenixMiles website, Air China app or Air China WeChat account at your earliest
convenience, in order to ensure that your account stays secure.
(3) To help you accumulate mileage, we have launched an automatic membership number
identification service. When you purchase a ticket for an Air China-operated flight via the
TravelSky system and the passenger's name and ID number match the information registered
in your PhoenixMiles account, your membership number will be automatically identified and
the corresponding flight may be automatically added to your account. If you do not want to
use the automatic identification service, you can log into PhoenixMiles to enter your account
or use the Air China WeChat applet to disable the "Automatic Member Status Identification"
function. When you purchase tickets for flights of Air China family carriers from the day
after you disable the function, we will no longer recognize your membership status, we will
not be able to provide the appropriate level of membership services and you will no longer
automatically accumulate mileage. Please handle this service with caution. Any changes
you make to the "Automatic Member Status Identification" function will take effect from the
following day. If you make any changes to the function after having purchased a ticket, the
ticket record for that booking will be determined in accordance with the Automatic Member
Status Identification seings before your changes were made.
(4) If you discover that the membership card number on your boarding pass is incorrect,
please inform check-in staff of the mistake so that they can help correct it to prevent you
from missing out on earning miles due to the incorrect input of your information.
Password Management
(1) We will send you an initial password via SMS when you enroll via an offline channel or apply
for PhoenixMiles co-branded credit cards, or when you handle the password initialization.
Please change your initial password at your earliest convenience via a self-service channel
such as the PhoenixMiles website, Air China app or Air China WeChat applet.
(2) If you join via the PhoenixMiles website, Air China app or Air China WeChat applet, you can
redeem mileage by using the password entered at the time of registration. This password can
also be changed at any time via any of the self-service channels.
(3) After using the identity verification function, you can change or retrieve your initial
password or a forgoen password via the PhoenixMiles website, Air China app or Air China
WeChat applet.
(4) If your personal information is incomplete or you have not yet verified your identity, you
will be unable to change or retrieve your password via the PhoenixMiles website, Air China
app, or Air China WeChat applet. Please contact the Member Services Center to update your
personal information and change your password.
(5) To protect your account security, please do not use the last 6 digits of your card number as
your password. We recommend that you change your password regularly. Your card number
and password should not be disclosed to others or used for any applications other than those
specified by PhoenixMiles.
(6) Members can only redeem mileage rewards by using their card number and password.
Assignees
(1) When redeeming reward vouchers and reward upgrades, in addition to the mileage for
personal use, you can also redeem on behalf of assignee(s) that you have designated in
advance and who are eligible for the reward.
(2) Every member (including PhoenixMiles Junior members) can set up to ten redemption
HOENIXMILES MEMBER’S GUIDE
54
assignees (not including the member themselves). Assignees cannot be companies or other
legal entities.
(3) Aer successfully creating or modifying an assignee list, there is a validation period of 30
days before an assignee can redeem mileage.
(4) Successfully added assignees will become effective immediately for Silver and above VIP
members who have not added assignees before. When adding multiple assignees for the first
time, please submit the information in one batch. If only one assignee is submied the first
time, subsequent assignees will not be effective immediately.
(5) In order to avoid attempting to redeem flight rewards when the assignee is not yet
effective, we recommend that you fill in all assignee information as soon as possible.
(6) Assignee deletion is effective immediately.
Membership Card
(1) Once a member, you can view or download an electronic membership card (e-card) via the
Air China app or Air China WeChat applet via electronic devices. Your e-card features your
membership details, including your card number, Chinese/English name, membership level,
and validity period. All members can download and use e-cards to access corresponding
services, regardless of their membership levels.
(2) The PhoenixMiles physical card is referred to as the physical card for short. For Gold and
above VIP members and PhoenixMiles Junior card members, we will send physical cards.
Physical cards are not issued for Silver and regular members. Membership details, including
card number, Chinese/English name, member level, and validity period are printed on the
card. Members can use the card to enjoy benefits and services. Please keep it in a safe place.
The physical card will be sent to the valid address you provided in your account information.
Physical card creation applications will not be accepted if there are less than 90 days
(inclusive) before the VIP membership expiration date or from the date of the PhoenixMiles
Junior member's 12th birthday.
Mileage Redemption Suspensions
To protect your mileage, your account will be prohibited from redeeming mileage under the
following circumstances:
• Abnormal account information;
• Password has not been changed for a long time;
• No mobile phone number;
• Abnormal account operation;
• Accounts signed up by others.
If mileage redemption has been suspended for your account, you can restore mileage
redemption permissions by confirming your identity. This can be done by logging into
PhoenixMiles via the Air China website, app or WeChat applet, or by calling the Member
Services Center and submiing proof of your identity.
Common Terminology
• IATA: The International Air Transport Association (IATA) is an international organization
composed of various airlines from around the world. The IATA is responsible for seing global
aviation standards.
• Air China Group Carriers: Refers to those airlines which form part of the PhoenixMiles
frequent flyer program. The Air China Group currently includes Air China, Shenzhen Airlines,
Shandong Airlines, Beijing Airlines, Dalian Airlines, Air China Inner Mongolia, and Air Macau.
For the purpose of this guide, Air China Group carriers may also be referred to as "Air China
Group airlines" or simply the "Air China Group" depending on the context.
• Star Alliance Members: Refers to those airlines which form part of Star Alliance.
• Star Alliance Connecting Partners: Refers to airlines having joined Star Alliance as a
connecting partner.
• Other Partner Airlines: Refers to those airlines which do not belong to the Air China Group
or Star Alliance, but have partnered with the PhoenixMiles frequent flyer program.
• Partner Airlines: Refers to those airlines which have partnered with the PhoenixMiles
frequent flyer program. These include Star Alliance Members, Star Alliance Connecting
Partners and Other Partner Airlines.
• Non-airline Partners: Refers to those non-airline companies and entities which have
partnered with the PhoenixMiles frequent flyer program. These include banks, hotel groups,
e-commerce websites, and special merchants.
• Ticket Carrier: Refers to the carrier as listed under the corresponding field of the ticket.
• Operator: Refers to air carriers that carry or undertake to carry the stated passenger and
their baggage.
• Issuer: Refers to the air carrier that issues the ticket.
• Status Miles: Mileage earned through flying that is used to count toward your membership
upgrade and renewal. Eligible flights are those operated by an Air China Group airline or Star
Alliance member and codeshared with another airline. Flights with Star Alliance Connecting
Partners are excluded.
• Lifetime Platinum Mileage: "Lifetime mileage" for short. This refers to all mileage accrued
by traveling on flights operated by an Air China Group airline or codeshared with an Air China
Group airline while a PhoenixMiles program member. Or, mileage accrued by traveling on
codeshared flights operated by Tibet Airlines with CA, ZH, SC, NX, and TV codes, or by Air
China, Shenzhen Airlines, Shandong Airlines and Air Macau with TV codes between January
8, 2013 and August 31, 2019. Only used to assess upgrades to the Lifetime Platinum Card and
Annual Premium Lifetime Platinum Card. Shenzhen Airlines and Shandong Airlines joined
PhoenixMiles on January 8, 2013. Air Macau joined PhoenixMiles on January 1, 2015.
• Status segments: Segments accumulated while flying that are used to count toward your
membership upgrade and renewal. Eligible flights are those operated by an Air China Group
airline or Star Alliance member and codeshared with another airline, depending on the
HOENIXMILES MEMBER’S GUIDE
76
booking class. Flights with Star Alliance Connecting Partners are excluded.
• Redeemable Mileage: Refers to the mileage which can be used to redeem awards that
you have earned by taking flights operated by Air China Group airlines and partner airlines,
making purchases from non-airline partners (excluding special merchants), or participating in
PhoenixMiles promotions and events, etc.
• Redeemable Mileage Validity Period: "Mileage validity" for short. This refers to the period
from the month of departure or purchase up until the mileage expires. You can redeem
your mileage at any time during this period. Mileage will automatically be deleted from your
account aer it expires.
PhoenixMiles Junior Card
More and more children in our PhoenixMiles families are traveling. Would you like your lile
travelers to have their own cards? Using the PhoenixMiles Junior card, children can earn
mileage awards every time they fly or pay for services from a non-airline partner. In addition,
a wide range of gifts are waiting to be redeemed by cardholders on the PhoenixMiles
online store. PhoenixMiles members can even transfer a certain proportion of mileage to a
connected PhoenixMiles Junior account!
PhoenixMiles Junior Membership Application
PhoenixMiles Junior membership is designed for children aged from 2 to 12 years old.
Membership applications may be submitted via the PhoenixMiles website, Air China app,
or Air China WeChat applet. Each Junior member card must be linked to a guardian's
PhoenixMiles member card. Each Junior member account can only be associated with one
adult member.
A mobile phone number must be filled in when applying for a junior membership. Aer a child
turns 12, the mobile phone number cannot remain the same as the associated guardian's.
Important Information
(1) Junior members cannot be upgraded to a higher membership level. When Junior members
reach 12 years of age, they automatically become PhoenixMiles members.
(2) If a Junior has been registered as an adult member due to not filling in their date of birth,
the membership must be re-registered using the correct personal information. According
to mileage earning policies, accumulated mileage from the original adult account can
be transfered to the newly registered Junior account. The adult account with incorrect
registration will be closed.
(3) If there is no transfer relationship between the Junior member and the associated
guardian's account, the guardian can be changed aer having been associated for 6 months.
(4) Before the Junior member reaches the age of 12, the guardian should check and correct
the contact details used in the Junior member's account. If the mobile phone number in
the Junior member's account is the same as the mobile phone number in the associated
guardian's account, it can no longer be used and must be changed to a new mobile phone
number in order to receive information.
(5) Unless otherwise specified, the rules that apply to PhoenixMiles members also apply to
Junior members.
Communications
To check any changes to your account mileage and for up-to-date information on all of the
latest PhoenixMiles updates and promotions, you can use one of the following methods.
(1) Mileage information: Access information on mileage via the PhoenixMiles website, Air
China app, Air China WeChat account, Air China Alipay applet, PhoenixMiles membership
services hotline, mileage statements, or the sales office of any Air China Group airline.
(2) PhoenixMiles website: Log in to view all of the latest PhoenixMiles news and to make use
of a range of other functions and self-service options.
(3) Mileage statements: You can check the mileage statement by logging in to the
PhoenixMiles website, Air China app, Air China WeChat applet, or Air China Alipay applet.
(4) E-magazine: E-magazine is an electronic magazine from PhoenixMiles, filled with the
latest information on the products and services from Air China Group airlines, as well as
special promotions. Sent directly to your e-mail, the e-magazine keeps you in the know, for
an improved travel experience. You can also download the E-magazine by logging in to the
PhoenixMiles website or Air China app.
HOENIXMILES MEMBER’S GUIDE
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Earning Mileage
How to Earn
PhoenixMiles has long been committed to providing customers with the best travel
experience. With our specially selected partners you can earn even more mileage even faster.
In addition to flying, you can easily earn miles by spending with a PhoenixMiles co-branded
card or staying in a non-airline partner hotel. You also earn bonus mileage by taking part in
our promotional offers with partners. Join PhoenixMiles now and make the most of earning
mileage!
About Mileage
(1) Mileage is calculated in kilometers.
(2) When purchasing a ticket, checking in for a flight, or using services from a non-airline
partner, please present your physical or electronic membership card or provide your
membership card number. Always keep one of the following on your person: ticket, electronic
itinerary, original boarding pass, proof of purchase issued by a non-airline partners (excluding
special merchants).
(3) You will receive a text message confirmation when mileage is credited to your account.
You can also log in to the PhoenixMiles website, Air China app or Air China WeChat applet, or
call a PhoenixMiles member service center hotline for information on earning mileage.
(4) Redeemable mileage is valid for 36 months. Mileage earned on a flight is valid for 36
months from the month of the flight date or 36 months from the month of the purchase date
for mileage earned through non-airline partners.
(5) Our airline and non-airline partners have different policies on earning mileage that are
subject to change from time to time. Please refer to the PhoenixMiles website at any time,
where we aim to publish the latest policies as soon as is possible.
(6) Aer you have successfully registered as a PhoenixMiles member, you can earn mileage by
taking flights operated by an Air China Group airline or partner airline, or by making purchases
from a PhoenixMiles non-airline partner.
Earning Mileage from Airline Partners
(1) The mileage you earn for each flight depends on the distance between the origin and
destination as calculated by the International Air Transport Association (IATA), as well as the
final calculated operating carrier's mileage earnings ratio for your booking class on the day of
travel. Please note that IATA distance figures are subject to change.
(2) You must provide your membership card number when booking flights and checking in.
Your mileage and segments will be credited to your account within two weeks aer the flight
is completed, the date of mileage accumulation is when the mileage is actually recorded in
your account.
(3) Mileage can only be credited for the paid class once the flight ticket has been purchased
and taken according to the itinerary and booking class listed on the ticket based on the
carrier's prevailing mileage earning rate. Award, charter, designated flight and special offer
tickets are not eligible for mileage accrual. Reward upgrades are accrued according to the
original booking class of paid tickets prior to upgrade.
(4) We do not accept mileage transfers from other frequent flyer programs. You cannot earn
mileage with more than one carrier for the same flight. Mileage cannot be removed from an
account once credited. When booking tickets or checking in, please provide staff with the
membership card number of the account for which you want to earn mileage.
(5) In the event of an involuntary change to the booking class of a paid tickets, mileage will be
calculated as per the original class.
(6) In the event of a voluntary or involuntary carrier change, and when the new carrier is a
PhoenixMiles partner airline, mileage will be calculated according to the operating carrier's
mileage accrual policy.
(7) If any mileage is missing, please make a retroactive claim before the deadline to avoid
missing out on redeemable mileage and membership level upgrades.
(8) Please note the code of the carrier/operating carrier shown on your itinerary/e-ticket. If the
two codes are different, this may affect upgrades to PhoenixMiles Elite membership. Please
refer to the table below.
Ticket carrier
①
Actual carrier
Mileage accumulation
ratio
Qualifying mileage and
qualifying segments
②③
Any airline
Air China Group or Star
Alliance Member airlines
Based on operating
carrier's mileage policy for
the booking class
Lifetime mileage Air China Group Air China Group
Notes:
①
The ticket carrier is the carrier shown on your e-ticket travel itinerary. For codeshare flights, the ticket carrier and
operating carrier may be different.
②
Qualifying segments are applicable to some booking classes of Star Alliance Carriers.
③
This does not apply to Star Alliance Connecting Partners.
(9) Please check the mileage earning rate of each airline partner via the PhoenixMiles website.
Earning Mileage from Non-airline Partners
(1) Earning mileage by making purchases at non-airline partners is subject to their existing
rules. Please check the PhoenixMiles website.
(2) You can submit a request to non-airline partners to convert purchase points earned with
non-airline partners into PhoenixMiles mileage.
(3) You cannot earn mileage by making purchases at special merchants of non-airline
partners.
(4) Mileage earned through non-airline partners is collected and transmitted by each non-
Airline partner and will be added to your account within 2 months of the date of your
purchase/application for redemption, unless otherwise specified.
HOENIXMILES MEMBER’S GUIDE
1110
Claiming Mileage for Past Flights
Airline partner mileage
Non-airline
partner
mileage
Air China Group
Star
Alliance
carriers
Other
carriers
Star
Alliance
connecting
partners
Required
documents
E-ticket
Boarding pass (original or photocopy)
Proof of
purchase
Membership card number
How to apply
Phoenix Miles website, Air China app,
Air China WeChat applet
Partners
PhoenixMiles Platinum hotline: 95583, PhoenixMiles Gold
hotline: 95583, PhoenixMiles Member Services Center
Application
period
5 days to 6 months
aer travel
14 days to 6 months aer travel
According
to the rules
set by each
non-airline
partner
Earning Junior Mileage
Earn by Flying
Junior members earn 50% of the mileage earned by an adult member per flight. Mileage is
valid for 36 months.
Acquiring Miles by Transfer
(1) Valid mileage can be transferred to a PhoenixMiles Junior member account from the
associated guardian's PhoenixMiles account.
(2) In order for mileage earned from a flight to be transfered in this way, transfers from the
associated guardian's account to the Junior account must have been enabled and the
transfer relationship must not have been terminated prior to the flight.
(3) The transferred mileage is 10% of mileage accumulated on CA-coded flights operated by
Air China and credited to the account of the associated guardian. The transferred mileage is
not rounded up to the nearest whole number.
(4) Once credited to the associated guardian's account, the corresponding mileage is
automatically transfered to the Junior account.
How to Transfer Mileage
(1) The guardian of a PhoenixMiles Junior member can log into the PhoenixMiles website and
apply for mileage transfer. After the application is successful, mileage can be transferred
instantly to the Junior member's account.
(2) The mileage transfer is valid aer the date of application. Canceling a transfer relationship
or changing the associated guardian's account can only be done via the PhoenixMiles website
aer the transfer relationship has existed for at least 12 months.
(3) The guardian can check the transfer details by logging in to the PhoenixMiles website. The
details are recorded on the account statements of both the Junior and associated guardian
accounts.
(4) When the PhoenixMiles Junior member turns 12 years old, the transfer relationship will be
automatically ended.
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Elite Membership Upgrade and Renewal
You will gain your corresponding PhoenixMiles VIP membership status if the qualifying mileage
and qualifying segments in your account meet the upgrade criteria on the day when flights are
credited to your account. Elite membership is upgraded level by level, except for the Lifetime
Platinum Card and the Annual Premium Lifetime Platinum Card, which upgrades directly once
the criteria have been reached. Before your current VIP level expires, you will be assigned a
retention rating based on the qualifying mileage and segments already in your account and the
current level's retention criteria. Elite Members must be at least 12 years of age.
You will be eligible for the benefits that come with your corresponding membership status
once you have confirmed receipt of your upgraded or renewed Elite e-card or physical card.
As an Elite member, you are entitled to exclusive VIP services when flying with Air China,
Air China family carriers and Star Alliance members, such as bonus mileage, priority on
reservation waiting lists, and access to airport lounges.
Your use of VIP services must be in compliance with the laws, regulations and rules on the
use of public facilities in airports. If your behavior is found to pose a risk to staff or other
passengers, airport staff reserve the right to withhold your access to the services.
Qualifying Thresholds
Upgrades
(1) Silver, Gold, and Platinum Upgrade Rating Period and Thresholds
Level Silver Card Gold Card Platinum Card
Rating
Period*
The 12 consecutive month period prior to the current month.
General
Upgrade
Criteria
40,000km qualifying mileage OR 25
qualifying segments
80,000km
qualifying mileage
OR 40 qualifying
segments
160,000km
qualifying mileage
OR 90 qualifying
segments
Membership
Level Validity
Period
24 months from the month you become an Elite member, until the end of the
24th month.
*On the closest date when flights are credited to your account, we only check the flight records for the rating period that
are available in your account.
(2) Lifetime Platinum and Annual Premium Lifetime Platinum Card Upgrade Rating
Period and Thresholds
Level Lifetime Platinum Card
Annual Premium Lifetime Platinum
Card
②
Upgrade Thresholds
1 million miles ③⑤ OR 2
million miles ④⑤
Annual 300,000km Lifetime Platinum
mileage ④
Upgrade Rating
Period
From becoming a member
①
From January 1 to December 31 of the
previous year
Membership Level
Validity Period
Lifetime
From the date on which the Annual Premium
Lifetime Platinum Card comes into effect
until December 31 of the same year.
①
On the closest date when flights are credited to your account, we only check the flight records for the rating period that
are available in your account.
②
Assessments are conducted on January 1 every year, you must be a Lifetime Platinum Card member before the
assessment date.
③
From carriers joining the PhoenixMiles program, each up to 1 million kilometers can be calculated for a carrier for flights
operated and codeshared by Air China, or codeshared flights operated by Tibet Airlines with TV codes between January 8,
2013 and August 31, 2019.
④
Flights operated by Air China Group carriers under any Air China Group carrier code since the airline joined the
PhoenixMiles program. Between January 8, 2013 and August 31, 2019, mileage accrued by passengers traveling on
codeshared flights operated by Tibet Airlines with CA, ZH, SC, NX, and TV codes, or by Air China, Shenzhen Airlines,
Shandong Airlines and Air Macau with TV codes.
⑤
Shenzhen Airlines and Shandong Airlines joined PhoenixMiles on January 8, 2013. Air Macau joined PhoenixMiles on
January 1, 2015.
Renewal
Level Silver Card Gold Card Platinum Card
Renewal
thresholds
35,000 km qualifying
miles OR 23 qualifying
segments
70,000km qualifying
mileage OR 36 qualifying
segments
145,000 km qualifying
miles OR 80 qualifying
segments
Maintenance
rating period
①
The 12 consecutive months preceding the month in which the Elite
membership expires.
Membership
Level Validity
Period ②
From the following month aer which the existing membership expires to the
end of the 12th month thereaer.
①
Only flights that have been accrued in your account will be viewed at the time of assessment and flight dates must be
within the assessment period. The assessment period shall be when the Elite membership expires.
②
If a member is downgraded, but remains an Elite member, the member's Elite membership validity and renewal validity
will be calculated in the same way.
HOENIXMILES MEMBER’S GUIDE
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The Lifetime Platinum card remains permanently valid and does not expire. It does not need
to be maintained and will not be downgraded.
If you are unable to enjoy the corresponding benefits in this manual because your Elite
membership level has not been updated in our system, please show your new e-card or have
a staff member help confirm your level.
Corresponding Star Alliance Status
PhoenixMiles status Corresponding Star Alliance status
PhoenixMiles Annual Premium Lifetime
Platinum
Star Alliance Gold
PhoenixMiles Lifetime Platinum
PhoenixMiles Platinum
PhoenixMiles Gold
PhoenixMiles Silver Star Alliance Silver
Redeeming Mileage
You can use your mileage to purchase the following products:
• Award tickets, reward seat upgrades, and first-time change fee payments using mileage for
flights operated by Air China family carriers under their own codes (excluding Air Macau).
• Award tickets and class upgrades for flights operated by Star Alliance Member carriers
bearing the airline code thereof.
• Award tickets for flights operated by Star Alliance Connecting Partners bearing the airline
code thereof.
• Award tickets for flights operated by other partner carriers bearing the airline code thereof.
• Log in to the PhoenixMiles website, Air China app, or Air China WeChat applet and navigate
to the PhoenixMiles online store to purchase products using mileage. Online orders can only
be delivered to addresses in Mainland China.
• In some online channels, mileage can be spent to purchase tickets and related travel products.
• In some offline stores, mileage can be spent to make purchases.
Visit the PhoenixMiles website or Air China app for details on the rules and standards for
purchasing products using mileage.
Redeeming PhoenixMiles Mileage
Account Requirements
(1) After becoming a PhoenixMiles member, you can redeem mileage for non-flight rewards
immediately. However, you must complete at least four qualifying flight segments before you
can redeem mileage for reward tickets/upgrades.
(2) Mileage used to redeem rewards must be accumulated in the same member account. You
must have adequate mileage to redeem the reward.
(3) Members must use their card number and password to redeem mileage rewards.
(4) When redeeming an award for an assignee, please note that the assignee must be eligible
for the award.
Booking Award Tickets
When you redeem award tickets with Star Alliance carriers, you can also reserve flights. If
your reservation was made more than 96 hours before departure, the ticket must be issued
within 72 hours; if your reservation was made less than 96 hours before departure, the ticket
must be issued within 24 hours.
Flight Requirements
(1) Mileage can only be redeemed for award tickets or upgrades on scheduled non-stop flights
operated by PhoenixMiles member airlines and partner airlines. Codeshare and charter flights
do not qualify. You cannot request upgrades for award tickets/upgrades.
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(2) When using mileage to redeem an award ticket, the flight airline code and the operating
airline code must be the same. When using mileage to redeem an award upgrade, the paid
ticket issuer, flight airline code, and the operating airline code must be the same carrier. For
accurate flight information as per PhoenixMiles member airlines and partner airlines, please
refer to the booking system for the actual number of miles deducted.
(3) The number of award tickets/upgrades available on each of an airline's flights is limited.
Please redeem your award ticket as early as possible.
Ticketing Requirements
(1) When you redeem an award ticket from an Air China Group carrier or partner via any
PhoenixMiles channel, you are required to pay all taxes. Aer you redeem your award tickets,
you are responsible for making up any tax and fee differences caused by changes to your
booking. Your payment is non-refundable and any excess will not be reimbursed. The tax for
the award tickets is charged based on the normal fare tax for the redemption class of your paid
tickets. Flight distance of the mileage redemption rule is subject to the data published by IATA.
(2) The same redemption criteria and rules apply to children or infant assignees as for adults.
(3) When redeeming award tickets/upgrades, you must confirm the booking details (passenger
name, itinerary, flight number, travel dates and redemption class), and ensure that the status
of the booking record is "reserved."
(4) Award tickets/upgrades redeemed for yourself or an assignee may only be applied to individual
tickets, not group tickets. If you or your assignee booked or purchased a group booking or ticket,
you must change your booking to an individual ticket before redeeming the award.
(5) Please note that mileage redemption rates may vary depending on differences in routing,
travel type, travel direction, carrier, travel dates, and redemption class, and also vary between
the peak and off-peak seasons. For the final mileage fare, please refer to the mileage reduction
rate at the time of redemption.
(6) Passengers requiring special services (such as unaccompanied minors and ground
wheelchair services), also qualify for award tickets on flights operated by Air China Group
carriers, except for those requiring a stretcher. Please ensure that you read the specific
carrier's requirements on special services before using your mileage to purchase an award
ticket. Aer purchasing a ticket, please contact the sales office at the place of departure to
inquire or book your desired service.
(7) We will provide carriage only to the passenger named on the ticket. At the time of
departure, you must present the valid form of identification indicated in the booking.
Ticket Issuance
(1) All Air China family carriers (excluding Air Macau) can issue award tickets for flights
operated by the Air China Group with an Air China Group code. This means that the ticket
issuer may differ from the operator. For example, Shenzhen Airlines may issue the ticket for
an SC-coded flight operated by Shandong Airlines.
(2) An Air China family carriers can process award upgrades for flights operated by the
corresponding carrier, and coded as per that carrier. In these cases the ticket issuer must
be the same as the operator. For example, Shenzhen Airlines may process upgrades for ZH-
coded flights operated by Shenzhen Airlines, but Air China cannot process upgrades for SC-
coded flights operated by Shandong Airlines.
(3) Air China can issue award tickets for flights operated by Star Alliance carriers or
connecting partners, coded as per the corresponding carrier. For example, Air China may
issue an award ticket for an LH-coded flight operated by Luhansa.
(4) Air China can process award upgrades for flights operated by Star Alliance carriers or
connecting partners, coded as per the corresponding carrier. In these cases the ticket issuer
must be the same as the operator. For example, Air China may process an award upgrade for
LH-coded flights operated by Luhansa.
(5) Air China can issue award tickets for flights operated by other partners, coded as per the
corresponding carrier. This means that the ticket issuer may differ from the operator. For
example, Air China may issue an award ticket for a TV-coded flight operated by Tibet Airlines.
(6) Air Macau can issue award tickets for flights operated by Air Macau or Air China, coded as
per the corresponding carrier. For example, Air Macau may issue the ticket for an NX-coded
flight operated by Air Macau.
If a ticket is outside the scope of the above, the issuer and operator are unable to issue or
process the ticket for you.
Ticket Use
(1) Due to the special nature of award tickets/upgrades, the rules for ticket use are different
from those listed in the
Air China Limited — General Conditions for International Carriage of
Passengers and Baggage.
If no part of your award ticket has been used, the validity period of your ticket is 365 days,
starting from 00:00 (inclusive) of the next day following the date of purchase. If any part of the
ticket has been used, the ticket validity period is 365 days, starting from 00:00 (inclusive) of
the next day following the date of your first flight. The validity period will remain unchanged,
regardless of any subsequent changes to your ticket.
For tickets including award upgrades, the validity period of the ticket is subject to the validity
period of the original paid fare class on the flight date of the last upgraded segment. If all award
upgrade segments have been used, the validity period of the ticket will be calculated according
to the rules for ticket use for the paid fare class following the last award upgrade segment.
(2) When using an award ticket/upgrade, you must travel using the passenger name, route,
flight and actual carrier as stated on the ticket.
(3) Aer purchasing an award ticket/upgrade, the airline cannot be changed.
(4) Once mileage has been used to redeem an award ticket/upgrade, it cannot be refunded.
(5) Award tickets/upgrades must be used in the order in which they are listed on the ticket.
Itineraries cannot be abandoned or used in reverse order.
(6) Taxes for unused flight segments can be refunded provided that the ticket is still valid.
Mileage is non-refundable.
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(7) For any processing rules that were not addressed in this manual, bookings will be
processed in accordance with the ticket sales regulations of the corresponding carrier.
(8) For other rules of carriage, please refer to the relevant conditions of carriage and ticket
regulations for Air China Group and its partner airlines.
Voluntary Changes
(1) Passengers are only eligible to make changes to flights and flight dates for award tickets/
upgrades within the validity period of the ticket.
(2) Each Air China Group carrier can change the award tickets/upgrades issued by it.
(3) Air China Group carriers are unable to make changes to tickets issued by carriers under
other frequent flyer programs. For award tickets/upgrades issued by a Star Alliance carrier or
other partner, changes must be made by the corresponding carrier.
(4) Changes must be made within the validity period of your ticket and in accordance with the
corresponding PhoenixMiles regulations on award tickets redemption and rescheduling. Only
applicable to tickets issued by Air China Group carriers, fees for rescheduling are as follows:
Payment
method
Redemption flight scope
Conditions for
rescheduling
Domestic
tickets
①
International
and regional
tickets
Cash
Air China Group
Award tickets
Within the
ticket validity
period
CNY100 (or
equivalent)
per change,
per ticket ②
CNY300 (or
equivalent) per
change, per
ticket ②
Star Alliance
Carriers
Star Alliance
Connecting
Partners
Other Partner
Carriers
Air China,
Shenzhen Airlines,
Shandong Airlines,
Air Macau, Tibet
Airlines
Class
upgrades
Mileage
Air China,
Shenzhen Airlines,
Shandong Airlines
Award tickets
Tickets for
members and
valid assignees
being changed
voluntarily for
the first time
within the
validity period
and before the
flight takes off.
For each flight segment,
the change fee is 10% of
the mileage required for a
1/2 round trip flight in your
booking class.
Notes:
①
If your flight departs from a city in Mainland China with more than one airport and you wish to change the departure
airport, the rules on rescheduling for award tickets or upgrades apply. Not applicable to international and regional routes.
②
Each ticket is distinguished by a ticket number. For multiple tickets with consecutive numbers, each ticket number is
considered a ticket.
Flight Disruption or Involuntary Downgrades
(1) After redeeming an award ticket or award class upgrade (not including Star Alliance
class upgrades) issued by an Air China Group airline or partner through your account, the
passenger will receive a notification if the flight is delayed, canceled, brought forward, or if
there are changes in itinerary/fare class service,etc. Please request involuntary refund and
mileage refund through your original ticket purchase channel. You will need to provide proof
of the carrier's flight disruption. Mileage used to purchase the unused segments will be
refunded according to the quantity used at the time of redemption.
(2) After the redemption of an award ticket/upgrade for a flight operated by an Air China
Group airline or partner, if you proceed to the scheduled flight as per the booking date and,
for involuntary reasons, you are required to travel in a lower class than is stated on the ticket,
you will be eligible to request an involuntary refund for the downgraded segments. Aer all
tickets have been used, please request a mileage refund through the original ticket vendor.
You must provide proof of the downgrade, as issued by the airline. Please note that this
service is not applicable to award upgrades for flights operated by Star Alliance members.
(3) Each operator has its own criteria for determining flight disruption. The corresponding
proof required for your refund is provided by the operating carrier.
(4) Under the circumstances indicated above, when mileage is refunded to the account used
at the time of redemption, the validity of the refunded mileage will be until the end of the
36th month following the refund date.
(5) If you are forced to change your travel plans due to the fault of the carrier, please contact
an Air China Group representative office, ticketing office or airport ground staff to request
assistance with your ticket.
Rules on Award Tickets/Class Upgrades on Air China Group Airlines
The mileage required for the purchase of an award ticket or a class upgrade depends on the
flight distance. For domestic travel within Mainland China, there are four different zones
based on the distance between the origin and destination released by the International
Air Transport Association (IATA). Redeemable award tickets/upgrades on international and
regional routes are divided into 12 zones. Zone changes are subject to system searches and
actual mileage deduction.
(1) Region division
Zones for Domestic Routes
Flight distance (km) Example routes
(A1) 0–800 Beijing-Baotou, Beijing-Weihai, Hangzhou-Qingdao
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(A2) 801-1,200 Beijing-Harbin, Beijing-Shanghai, Shanghai-Shenyang
(A3) 1,201-2,000 Beijing-Chengdu, Chengdu-Shanghai, Chengdu-Guangzhou
(A4) Above 2,000 Beijing-Haikou, Beijing-Lhasa
Zones for Air China's Domestic Routes
Zone Provinces/cities
Northeast Liaoning, Jilin, Heilongiang
North Beijing, Tianjin, Hebei, Shanxi, Inner Mongolia
East Shanghai, Shandong, Jiangsu, Jiangxi, Anhui, Zhejiang
South Henan, Hubei, Hunan, Fujian, Guangdong, Guangxi
Northwest Shanxi, Gansu, Ningxia, Xinjiang, Qinghai
Southwest Chongqing, Sichuan, Yunnan, Guizhou, Tibet
Zones for International and Regional Flights
Area code Region Countries/regions/cities
Zone A Mainland China Beijing, Shanghai, Guangzhou, Qingdao, Xi'an, etc.
Zone B
Hong Kong (China),
Macau (China), Taiwan
(China)
Hong Kong (China), Macau (China), and Taiwan (China)
Zone C North Asia Japan, South Korea, North Korea, Mongolia
Zone D Southeast Asia Singapore, Thailand, Myanmar, Indonesia, Vietnam, etc.
Zone E South Asia India
Zone F Europe Russia, France, UK, Germany, Italy, etc.
Zone G Oceania Australia, New Zealand
Zone H North America US, Canada
Zone I South America Brazil
Zone J
Central America,
Caribbean
Cuba
Zone K Hawaii Hawaii
Area code Region Countries/regions/cities
Zone L Middle East, Africa South Africa, Pakistan, Kuwait, UAE, Ethiopia, etc.
(2) Award tickets
①
Provided that the same carrier is used, award tickets can be used to redeem tickets for
domestic, international, and regional round trip open-jaw journeys, i.e. where the departure
point of the return journey is different from the destination of the outbound journey, or
the departure point of the outbound journey is different from the destination of the return
journey. International and regional open-jaw trips must be within the same country or region;
this rule does not apply to Hawaii. For domestic routes, the destination and return origin must
be in the same zone (see the "Zones for Air China's Domestic Routes" table for details). For
example, to redeem a Beijing - San Francisco/Los Angeles - Beijing award ticket; or to redeem
a Beijing - Harbin/Dalian - Beijing award ticket.
②
When the round trip award ticket includes one carrier but different regions and classes,
the redemption standard is calculated based on the sum of 1/2 of the round-trip fare for
the different regions and classes. When the round trip ticket includes different carriers, the
redemption standard is calculated based on the one-way fare for the different classes for
each flight segment.
③
A maximum of 8 flight segments is allowed when redeeming award tickets on flights
operated by any Air China group airline. The redemption standard is calculated based on
the sum of 1/2 of the round-trip fare for the different regions and classes. For example, for an
award ticket with two segments, the destination city for the first segment must be the same
as the departure city for the second segment.
④
Please note that mileage fares may vary depending on differences in routing, travel type,
travel direction, carrier, travel dates, and redemption class. Mileage fares also vary between
the peak and off-peak seasons. For the final mileage fare, please refer to the mileage
reduction rate at the time of redemption.
(3) Award upgrades
①
Class upgrades can only be used to upgrade a paid ticket purchase to the next higher
class. Namely, having purchased an Economy class ticket (including Premium Economy class)
you can use mileage to upgrade to Business class on the same flight, or if you purchase a
Business class ticket, you can then use mileage to upgrade to First class on the same flight. If
the flight is divided into First and Economy classes, with no Business class, an upgrade from
Economy class to First class is allowed; the redemption standard is the sum of the mileage
required to upgrade from Economy class to Business class and Business class to First class.
②
When processing a class upgrade for multiple flight segments on a ticket, the upgrade
must be processed separately for each segment.
③
For bookings with two or more passengers, in order to avoid incorrect upgrades, if you do
HOENIXMILES MEMBER’S GUIDE
2322
not wish to apply the class upgrade to each passenger in the booking, please provide the
names and information of the specific passengers you wish to upgrade.
④
Aer redeeming an award upgrade, miles will be accumulated for said flight segment based
on the class paid for before the award upgrade; the ticket validity period following an award
upgrade shall be the same as the validity period for the class prior to the seat upgrade. If a
member voluntarily endorses their flight to another airline aer an award upgrade, they will
be allocated a seat in the original booking class of their paid ticket. Mileage redeemed for the
award upgrade will not be refunded. In the event that a voluntary date change is proposed
following a seat upgrade, date changes are allowed within the validity period of the purchased
ticket, and providing that it is possible to book seats, date change fees will be charged based
on the standard for the class following the reward seat upgrade. Any change in the taxes and
fees arising from the seat upgrade must be compensated.
⑤
Please note that mileage fares may vary depending on differences in routing, travel type,
travel direction, carrier, travel dates, and redemption class. Mileage fares also vary between
the peak and off-peak seasons. For the final mileage fare, please refer to the mileage
reduction rate at the time of redemption.
⑥
Eligible classes vary among Air China Group airlines. For more information on class
upgrades, please visit the PhoenixMiles website.
Rules on Award Tickets/Class Upgrades on Star Alliance Airlines
(1) Region division
Area
code
Scope Countries/regions/cities
Zone A Mainland China
Zone B Hong Kong (China), Macau (China), and Taiwan (China)
Zone C North Asia Japan, North Korea, South Korea and Mongolia
Zone D Southeast Asia
Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar,
Philippines, Singapore, Thailand, Vietnam
Zone E South Asia
Armenia, Azerbaijan, Bangladesh, Bhutan, India, Kyrgyzstan,
Maldives, Nepal, Pakistan, Sri Lanka, Tajikistan, Uzbekistan
Zone F Europe
Albania, Andorra, Austria, Belarus, Belgium, Bosnia,
Herzegovina, Bulgaria, Croatia, Cyprus, Denmark, Estonia,
Finland, France (excluding Guadeloupe and Martinique),
Macedonia, Georgia, Germany, Greece, Hungary, Ireland,
Italy, Kazakhstan, Latvia, Liechtenstein, Lithuania,
Luxembourg, Malta, Netherlands (excluding Netherlands
East Indies), Norway, Poland, Portugal (excluding Madeira),
Romania, Russia, Serbia, Slovakia, Slovenia, Spain (excluding
Canary Islands), Sweden, Switzerland, Turkey, Turkmenistan,
United Kingdom, Ukraine
Area
code
Scope Countries/regions/cities
Zone G Oceania
Australia, Cook Islands, Fiji, French Polynesia, New
Caledonia, New Zealand, Papua New Guinea, Norfolk Island,
Samoa, Tonga, Vanuatu
Zone H North America
Canada, United States (including Guam and Mariana
Islands)
Zone I South America
Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana,
Paraguay, Peru, Suriname, Uruguay, Venezuela
Zone J
Central America,
Caribbean
Antigua, Barbuda, Aruba, Bahamas, Barbados, Belize,
Bermuda, Cayman Islands, Costa Rica, Cuba, Dominican
Republic, El Salvador, Grenada, Guadeloupe, Guatemala,
Haiti, Honduras, Jamaica, Martinique, Mexico, the
Netherlands East Indies, Nicaragua, Panama, Puerto Rico,
St. Louis, St. Lucia, St. Vincent and the Grenadines, Trinidad
and Tobago, Turks and Caicos Islands, U.S. Virgin Islands
Zone K Hawaii Hawaii
Zone L Middle East, Africa
Angola, Bight of Benin, Botswana, Burkina Faso, Bahrain,
Burundi, Cameroon, Canary Islands, Cape Verde, Central
African Republic, Chad, Côte d'Ivoire, Congo (Kinshasa),
Djibouti, Equatorial Guinea, Eritrea, Ethiopia, Egypt (Arab
Republic of Egypt), Gabon, Gambia, Ghana, Guinea-Bissau,
Iran, Israel, Jordan, Kuwait, Kenya, Lebanon, Lesotho, Libya,
Democratic Republic of Madagascar, Madeira, Malawi, Mali,
Mauritania, Mauritius, Morocco, Mozambique, Namibia,
Niger, Nigeria, Oman, Rwanda, Qatar, Saudi Arabia, Senegal,
Seychelles, Sierra Leone, Somalia, South Africa, Sudan,
Syria, Tanzania, Togo, Tunisia, Uganda, United Arab Emirates,
Republic of Yemen, Zambia, Zimbabwe
(2) Award tickets
①
Award ticket redemption is applicable for one-way tickets with only one flight segment
within a single Star Alliance zone or across different Star Alliance zones. Redemption of
award tickets is applicable for one-way tickets with a maximum of two flight segments. For
award ticket redemption on a one-way ticket with two flight segments, one of the flight
must be across different Star Alliance zones, with no intermediate stopovers at the transit
destination.
②
For redemption for round trip travel within the same IATA region, an open-jaw is allowed
at the turnback point; however, the open-jaw must be within the same country or region.
For redemption for round trip travel across different Star Alliance zones, one intermediate
HOENIXMILES MEMBER’S GUIDE
2524
stopover is allowed in each of the departure regions or destination regions in both directions
of travel, and one open-jaw is allowed for each, but the open-jaw must be within the same
country or region. Mileage of 10,000 km will be added for each intermediate stopover (or
transfer), regardless of class.
③
When redeeming a round-the-world journey, sequential travel is only allowed by IATA
regional breakdown in one direction and in three Star Alliance zones; the three Star Alliance
zones crossed must fall within IATA Zones 1, 2 or 3. Two intermediate stopovers or transfers
are allowed in each Star Alliance zone, and up to a maximum of five free intermediate
stopovers or transfers throughout the journey; the journey must not feature more than eight
flight segments. Open-jaw segments are allowed on round-the-world journeys, but the open-
jaw must be within the same country or region. If there are different cabin classes on a single
journey, the redemption standard for the entire journey must be calculated based on the
highest cabin class.
(3) Class Upgrades
①
Passengers can use PhoenixMiles mileage from their account to redeem class upgrades
for personal use or use by assignees on select paid tickets issued and operated by the same
Star Alliance member and coded as per the same carrier. Passengers can only upgrade to the
next available class. Check-in procedures, use of the lounge, and free baggage allowance are
subject to the standards following the seat upgrade.
②
Star Alliance award upgrades will not be issued for group discount tickets, award tickets or
AD/ID tickets.
③
Star Alliance award upgrades must be redeemed via the PhoenixMiles website.
④
Time periods for the redemption of Star Alliance award upgrade requests are subject to the
regulations of the airline actually operating the flight, with flights departing in less than 24
hours or 7 days generally excluded. Refer to the website of the airline actually operating the
flight for details.
⑤
Class upgrades are allowed in Economy class, and are subject to the classes displayable of
each actual flight operator on the PhoenixMiles website.
⑥
Requests are processed based on the availability of award upgrade seats on the airline
actually operating the flight; no wait-listing is allowed. Award upgrades can only be to the
next higher class; cross-class requests are accepted when a flight is divided into Economy
and First classes.
⑦
A maximum of four award upgrades on the same booking record can be processed for
PhoenixMiles members; mileage can only be deducted from four accounts simultaneously,
and the number of accounts used must not exceed the number of seat upgrades. The mileage
used in each account must be sufficient to process redemption for a single person. Each
award upgrade can only be performed for a single flight segment; all passengers on the
same booking record must upgrade seats. If there are more than four people on the original
booking record or not all of the passengers upgrade their seats, the operating carrier must
first separate the booking record before seat upgrades are requested.
⑧
Please contact the operator directly should any changes be required once the award
upgrades have been confirmed. In the event of an involuntary change or downgrade
aributable to the airline, the mileage will be refunded to the account.
⑨
Operator regulations determine whether passengers with infants or pets, as well as
unaccompanied minors, etc. can request Star Alliance award upgrades.
⑩
Seat number reservations and other special service requests such as wheelchairs, special
meal requirements, etc., should be re-submied to the operator aer the Star Alliance award
upgrade has been requested.
⑪
Once a member has redeemed an award upgrade, the original paid cabin seat will be
canceled and the mileage will still be accumulated according to the paid class before the
upgrade.
Any taxes and fees arising from the award upgrade must be paid by the member. For example:
a passenger departing from a UK airport is required to pay a British Air Passenger Duty;
similarly, passengers departing from a French airport are required to pay a Solidarity Tax on
Air Tickets.
Receiving Award Tickets from Other Partner Airlines
(1) Tibet Airlines award tickets
Award tickets are available for all scheduled flights operated by Tibet Airlines, including one-
way and round trip tickets, as well as class upgrades.
(2) Cathay Pacific award tickets
①
Award tickets are available for all scheduled flights operated by Cathay Pacific, including
one-way and round trip tickets.
②
Cathay Pacific code-share flights with other carriers are not included.
③
Redeeming award upgrades are not included.
④
Cathay Pacific zones
Region Country
Asia
Philippines, Malaysia, Singapore, Thailand, Indonesia, India, Pakistan, Sri
Lanka (does not include China, Japan, South Korea)
Middle East United Arab Emirates, Bahrain, Saudi Arabia
Southwest Pacific Australia, New Zealand
Europe United Kingdom, Italy, France, Germany, Netherlands
North America United States, Canada
(3) UNI Air award tickets
Round trip award tickets can be redeemed for all B7-coded flights operated by UNI Air.
HOENIXMILES MEMBER’S GUIDE
2726
Service Charges
Should you lose your physical card or find that the card has been damaged to an extent that
you are unable to read the information on the card, you can apply for a card replacement via
the PhoenixMiles website, Air China app, or Air China WeChat applet. Card replacements
incur a service fee in the form of a set mileage deduction from your account.
Service PhoenixMiles Junior card
Card replacement 800 km
Redemption Channels
Redemption
channel
Award
Phoe-
nixMiles
website
Air China
WeChat
applet
Air China
app
Phoe-
nixMiles
member
services
centers
Repre-
sentative
offices
or sales
offices of
Air China
Group
carriers
①②
Scope
Award tickets
(Air China Group
carriers)
√ √ √ √ √
For personal
use or use
by a verified
assignee
Award upgrades
(Air China Group
carriers)
Air China
only
—— —— √ √
Award ticket (Star
Alliance Member
carriers)
√ √ √ √
Air China
only
Award upgrade (Star
Alliance Member
carriers)
√ —— ——
Guidance
available
——
Award ticket (Star
Alliance connecting
partners)
√ √ √ √
Air China
only
Award ticket (other
partner airlines) ⑤
√ √ √ √
Air China
only
Award ticket date
change ③
√ √ √ √ √
Award upgrade date
change ③
—— —— —— √ √
Product from the
PhoenixMiles online
store ④
√ √ √ —— ——
Unlimited
Notes:
①
When redeeming your mileage, please present your PhoenixMiles membership card, valid ID and the ID of any
assignees. You must also provide your account password. When appointing a third party to redeem mileage on your behalf,
the appointee must present the original copy of his/her ID.
②
Air Macau can only issue and process award tickets/upgrades for Air Macau or Air China tickets starting with 675.
③
Each Air China Group carrier can change the award tickets/upgrades issued by it.
④
Visit the PhoenixMiles website for details on how to spend your mileage. Delivery is only available to Mainland China
addresses.
⑤
Award tickets for Tibet Airlines may be redeemed on their website or at the representative offices or sales offices. For
Tibet Airlines award upgrades, you may visit their representative offices or sales offices to handle your upgrade.
Redeeming PhoenixMiles Junior Mileage
• PhoenixMiles Junior mileage can be redeemed for award tickets/upgrades and products on
the PhoenixMiles online store.
• Award thresholds for junior mileage redemption are the same as those for adult
PhoenixMiles members.
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Privacy Policy
Please refer to the Air China Privacy Policy on the official website.
Legal Matters
• PhoenixMiles reserves the right to terminate or change the terms of this program at any
time without prior notice, even if such changes or termination may affect your right to earn
mileage or receive awards.
• You are responsible for keeping your password confidential. We shall not be liable for any
losses that arise if your account is compromised.
• In the event of a violation of the mileage award or membership terms of this program,
including through the sale of mileage, providing false documentation (such as flight evidence
or card numbers of other members), or making illegal profits through the use of another
person's membership, PhoenixMiles reserves the right to take the following measures at its
own discretion with or without notifying the member in advance: request compensation
from you for any losses incurred by Air China, freeze your membership, terminate your
membership, cancel your accrued mileage, ask you to reimburse the cost of any used award
tickets at Economy, Business or First class, and any other associated legal and court fees,
and to compensate for the resources used at the time of the illegal profit-making at current
prices. In addition, if a member violates any of the terms and conditions specified in this
manual, PhoenixMiles reserves the right to take legal action against the member, request
compensation and terminate the member's membership.
• The retroactive period for mileage accumulation and spending in the member account is
six months. If members have any questions about mileage accumulation and spending in their
accounts, please contact us within six months of the transaction date. PhoenixMiles will not
process any requests outside the above time limits.
• PhoenixMiles strives to ensure that members can enjoy all disclosed member benefits, but
reserves the right to suspend or withdraw benefits due to limited availability or changes.
• In the event that any content in this manual is found to be in conflict with any applicable
law, the applicable law shall prevail.
• The original version of this manual is published in Chinese. In the event of any discrepancies
between the Chinese version and this version, the Chinese version shall prevail.
• Any dispute arising out of or in connection with this program shall be resolved through
arbitration by the Beijing Arbitration Committee (BAC) under BAC rules in accordance with
the laws of the People's Republic of China (excluding the laws of the Special Administrative
Regions of Hong Kong and Macau or the provisions in the region of Taiwan, China).
• This manual replaces all previous versions. If any information included in this version
conflicts with information on the PhoenixMiles website, the information on the PhoenixMiles
website shall prevail.
• This guide is effective as of November 25, 2023.
30
Contact Us
PhoenixMiles member services center (Beijing)
Tel: +86-10-95583 or 4006-100-666
Fax: +86-10-59281560
Email: ffp@airchina.com
PhoenixMiles member services center (Shenzhen)
Tel: +86-10-4008-808-666
Email: phoenixmiles@shenzhenair.com
PhoenixMiles member services center (Jinan)
Tel: +86-531-95369-3
Air China call center (Mainland China)
Tel: +86-10-95583
Fax: +86-10-95583-1-0
Air China call center (Europe)
Phone: +800-86-100-999 (from landlines)
Fax: 0049-52-418-089-888
Air China call center (North America)
Phone: +1-800-882-8122
Fax: +1-310-322-1133
