PHOENIXMILES MEMBER'S GUIDE

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, Air

Macau, Dalian Airlines, Air China Inner Mongolia, and Beijing

Airlines.

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

Table of Contents

1. Joining Our Program 2

1.1 Joining 2

1.1.1 Membership Eligibility 2

1.1.2 How to Join 2

1.2 Managing Your Account 2

1.2.1 Personal information Management 2

1.2.2 Password Management 3

1.2.3 Nominees 3

1.2.4 Membership Card 3

1.2.5 Mileage Consumption Suspensions 4

1.3 Glossary 4

1.4 PhoenixMiles Junior Card 5

1.4.1 Joining Our Junior Program 5

1.4.2 Important Information 5

1.5 Communications 6

2. Earning Mileage 7

2.1 How to Earn 7

2.1.1 About Mileage 7

2.1.2 Earning mileage from airline partners 7

2.1.3 Earning mileage with non-airline partners 8

2.1.4 Claiming Mileage for Past Flights 8

2.2 Earning Junior Mileage 9

2.2.1 Earn by Flying 9

2.2.2 Earn by Transfer 9

2.2.3 How to Transfer Mileage 9

3. Elite Membership Upgrade & Renewal 10

3.1 Qualifying Thresholds 10

3.2 Requirements for becoming an Elite member 10

3.3 Requirements for retaining your Elite member 11

3.4 Equivalent Star Alliance Status 12

4. Redeeming Mileage 13

4.1 Redeeming PhoenixMiles Mileage 13

4.1.1 Account Requirements 13

4.1.2 Provisional Award Bookings 13

4.1.3 Flights 13

4.1.4 Ticketing Requirements 14

4.1.5 Ticket Issuance 14

4.1.6 Use 15

4.1.7 Voluntary Changes 15

4.1.8 Flight Irregularities or Involuntary Downgrades 16

4.1.9 Rules on Award Tickets/Class Upgrades on Air China family Airlines 16

4.1.10 Rules on Award Tickets/Class Upgrades on Star Alliance Airlines 19

4.1.11 Receiving Award Tickets from Other Partner Airlines 21

4.1.12 Service Charges 22

4.1.13 Redemption method 23

4.2 Junior members Redeeming PhoenixMiles Mileage 23

5. Privacy Policy 24

6. Legal Matters 25

7. Contact Us 26

Joining Our Program

Joining

If you oen ﬂy with PhoenixMiles 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 age 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 and other legal persons are not eligible to join the PhoenixMiles frequent flyer

program.

5) Each passenger may submit one application for PhoenixMiles membership. Joint applications are

not accepted.

How to Join

1) PhoenixMiles oﬃcial website: hps://www.phoenixmiles.com; hps://ﬀp.airchina.com.cn;

2) Air China App;

3) Air China WeChat oﬃcial account;

4) Non-airline PhoenixMiles partners;

5) Via one of the Air China family airlines.

Managing Your Account

Personal information Management

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

Club 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, ID number,

nationality, date of birth, home or work address, postal code, 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 official 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 via My

Account > Account Management, or use the Air China WeChat oﬃcial account applet to disable

the Automatic Member Status Identiﬁcation function. When you purchase tickets for ﬂights of Air

China family carriers the next day aer 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.

HOENIXMILES MEMBER’S GUIDE

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 aer having purchased a ticket, the

ticket record for that booking will be determined in accordance with the Automatic Member Status

Identiﬁcation seings 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 and ensure that mileage can be

successfully credited to your account.

Password Management

1) We will send you an initial password via SMS when you enroll via an oﬄine channel or by applying

for PhoenixMiles co-branded credit cards, or when you handle the password initialization. You

should change your initial password as soon as possible using one of the online self-service

channels.

2) If you join via the PhoenixMiles website, Air China app or Air China WeChat oﬃcial account, 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 our self-service channels.

3) After verifying your identity, you can change or retrieve your initial password or a forgotten

password via the PhoenixMiles website, Air China app or Air China WeChat oﬃcial account.

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 oﬃcial account.

5) Please do not use the last 6 digits of the card number as your password. To ensure that your

account stays secure, we recommend that you change your password regularly and do not share

this password with anyone else. Your card number and password should not be disclosed to others

or used for any applications other than those speciﬁed by PhoenixMiles.

6) Members must use their card number and password to redeem mileage awards.

Nominees

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 eight redemption assignees.

Assignees cannot be companies or other legal entities.

3) Aer successfully creating or modifying an assignee list, there is a validation period of 30 days

before an assignee can redeem mileage.

4) In order to ensure timely assignee validation, you are advised to fill in and complete assignee

information as soon as possible.

5) Assignee deletion 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 official account. Your e-card features your membership details,

including your card number, name in English or Pinyin, and membership level. All members are

eligible to download and use an e-card, regardless of their membership level.

2) PhoenixMiles physical card: It is called physical card for short. For Gold and above VIP members

and PhoenixMiles Junior card members, we will send a physical card. Silver and regular members

do not have physical cards. Membership details, including card number, name in English/Pinyin,

and validity period are printed on it. Members can use the card to enjoy the 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.

Mileage Consumption Suspensions

To protect your mileage safety, PhoenixMiles can apply Mile consumption suspensions to your

account without notifying you in case of the following conditions:

● Abnormal account information.

● The password has not been changed for a long time.

● No mobile phone number.

● Abnormal account operation.

● Accounts signed up by others.

If mileage consumption has been suspended for your account, you can restore mileage

consumption permissions by confirming your identity. This can be done by logging into

PhoenixMiles via the PhoenixMiles official website or Air China App or Air China WeChat official

accountor, or by calling the member services center and submiing proof of your identity.

Glossary

● IATA: The International Air Transport Association is an international organization composed of

various airlines from around the world. The IATA is responsible for seing global aviation standards.

● Air China family Carriers: Refers to those airlines which form part of the PhoenixMiles frequent

flyer program. The Air China family currently includes Air China, Shenzhen Airlines, Shandong

Airlines, Air Macau, Dalian Airlines, Air China Inner Mongolia, and Beĳing Airlines. For the purpose

of this guide, Air China family carriers may also be referred to as "Air China family airlines" or simply

the "Air China family" depending on the context.

● Star Alliance Members: Refers to those airlines which form part of Star Alliance.

● Star Alliance Connecting Partners: Refers to Star Alliance airline partners.

● Other Partner Airlines: Refers to those airlines which do not belong to the Air China family 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 column of the ticket.

● Operator carrier: Refers to all air carriers that carry or undertake to carry the stated passenger

and their baggage.

● Issuing carrier: 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 family airline under a

Star Alliance member airline code or Air China family airline code, or any ﬂight operated by a Star

Alliance member and codeshared with another airline. Not including Star Alliance Connecting

Partners.

● Lifetime Platinum Mileage: "Lifetime mileage" for short. This refers to all mileage accrued by

traveling on ﬂights operated by an Air China family airline or codeshared with an Air China family

airline after joining the PhoenixMiles program. 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.

HOENIXMILES MEMBER’S GUIDE

Tibet Airlines was a member of Air China family from January 8, 2013 to August 31, 2019.

● Status segments: Segments accumulated while flying that are used to count toward your

membership upgrade and renewal. Eligible segments are those operated by an Air China family

airline under a Star Alliance member airline code or Air China family airline code, or select bookings

operated by a Star Alliance member airline under any airline code, depending on the 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 family airlines and partner airlines, making

purchases from non-airline partners (excluding special merchants), or participating in PhoenixMiles

promotions, events, etc.

● Redeemable Mileage Validity Period: "Mileage validity" for short. This refers to the term 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 aer it expires.

PhoenixMiles Junior Card

Nowadays an increasing number of minors are traveling, so why not get your child their very own

PhoenixMiles Junior card? Using the PhoenixMiles Junior card, your child can earn mileage awards

every time they ﬂy or pay for services from a non-airline partner. In addition, a wide range of gis

are waiting to be redeemed by cardholders on the PhoenixMiles store. PhoenixMiles members can

even transfer a certain proportion of mileage to a connected PhoenixMiles Junior account. Read on

for more information on PhoenixMiles Junior membership!

Joining Our Junior Program

PhoenixMiles Junior membership is designed for children aged 2-12. Membership applications may

be submitted via the PhoenixMiles website, Air China app, or Air China WeChat official account.

Each Junior member card must be linked to the card number of an adult PhoenixMiles member. The

member linked to this Junior member card should be a guardian. Each Junior member account can

only be linked to one adult member.

Junior members cannot be upgraded to a higher membership level. When Junior members reach 12

years of age, they automatically become PhoenixMiles members. If the mobile phone number in the

Junior member's account is the same as the mobile phone number of the associated guardian, it

can no longer be used and must be changed to a new mobile phone number.

Important Information

1) Junior members cannot be upgraded to a higher membership level.

2) If a Junior has been registered as an adult member due to not filling in their date of birth, the

member must re-register using the correct personal information. Any accumulated mileage from

the adult account can then be transfered to the newly registered Junior account, and the original

adult account will be closed.

3) If there is no transfer relationship between the Junior member and the associated guardian's

account, the associated guardian can be changed aer it has 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: View information on mileage via the PhoenixMiles website, Air China app, Air

China WeChat oﬃcial account, Air China Alipay oﬃcal account, PhoenixMiles membership services

hotline,or the ticketing oﬃce of any Air China family airline.

2. PhoenixMiles website: Log in to view all of the latest PhoenixMiles news and make use of a range

of other functions and self-service options.

3. Mileage Statement: You can view your mileage bills by logging into the PhoenixMiles website, Air

China Alipay oﬃcal account, Air China app, Air China WeChat oﬃcial account.

4. E-magazine: E-magazine is an electronic magazine from PhoenixMiles, filled with the latest

information on the products and services from Air China family airlines, as well as special

promotions. E-magazine keeps you in the know, for an improved travel experience. You can also

download E-magazine by logging in to the PhoenixMiles website, the Air China app.

HOENIXMILES MEMBER’S GUIDE

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. For example, you

can earn mileage when you take a ﬂight, stay in a hotel, use your credit card. You also earn bonus

mileage by taking part in our promotional offers. Join PhoenixMiles now and have fun 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 oﬃcial account, or call a

PhoenixMiles member service center hotline for information on earning mileage.

4) The deadline for mileage usage is 36 months, which is taken from the month as per either the

ﬂight date, or from the purchase date for 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) Aer you have successfully registered as a PhoenixMiles member, you can earn mileage by taking

flights operated by an Air China family 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) Please provide your member number when booking flights and checking in. Your mileage and

segments will be credited to your account within two weeks aer the ﬂight is completed. The time

of mileage accumulation is the time when it 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. Award, charter, designated

ﬂight and special oﬀer tickets are not eligible for mileage accrual.

4) Mileage is earned based on the accrual ratio of the operating carrier on the date the flight is

taken.

5) 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 which you want to earn mileage.

6) In the event of an involuntary change to the booking class of a paid tickets, mileage will be

calculated as per the original class.

7) 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.

8) If any mileage is missing, please make a retro claim before the deadline to avoid missing out on

redeemable mileage and membership level upgrades.

9) 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 see the

table below for more information.

Ticket carrier

①

Actual carrier

Mileage accumulation

ratio

Qualifying mileage and

qualifying segments

②③

Any airline

Star Alliance Member

airlines

Based on operating carrier's

mileage policy for the booking

class

Air China family or

Star Alliance Member

airlines

Air China family

Airlines

Lifetime mileage Air China family Air China family

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.

10) Please check the mileage earning rate of each airline partner through the PhoenixMiles oﬃcial

website.

Earning mileage with non-airline partners

1) Policies relating to mileage accrual with non-airline partners are set by the relevant non-airline

partner. 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.

Claiming Mileage for Past Flights

Airline partner mileage

Non-airline

partner mileage

Air China family

carriers

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

PhoenixMiles website, Air China mobile app,

Air China WeChat oﬃcial account

Non-Airline

Partners

PhoenixMiles Platinum hotline: 95583

PhoenixMiles Gold hotline: 95583

PhoenixMiles Member Services Center

Application

period

5 days to 6 months

aer travel

14 days to 6 months aer travel

According to the

rules set by each

non-airline partner

HOENIXMILES MEMBER’S GUIDE

Earning Junior Mileage

Earn by Flying

Junior members earn 50% of the mileage earned by an adult account per ﬂight. Mileage is valid for

36 months.

Earn 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. Aer the application is successful, mileage can be transferred instantly to the

Junior member's account.

2) The mileage transfer is valid from the date of application. Canceling a transfer relationship or

changing the associated guardian's account can only be done through the "PhoenixMiles" website

aer the transfer relationship has existed for at least 12 months.

3) The guardian can check the transfer details by logging in on 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

stopped automatically.

Qualifying Thresholds

Requirements for becoming an Elite member

1) The upgrade criteria and assessment period for tiers of Silver, Gold and

Platinum

Level Silver Card Gold Card Platinum Card

Membership

Sample Card

Upgrade

assessment cycle*

The previous 12 consecutive months, including the month when assessment starts.

General Upgrade

Standards

40,000 km qualifying

mileage OR 25 qualifying

segments

80,000 km qualifying

mileage OR 40 qualifying

segments

160,000 km qualifying

mileage OR 90 qualifying

segments

Validity period

aer upgrade

24 months from the month you become an Elite member,

until the end of the 24th month

*On the date when flights are credited to your account, only check the flight records for the rating period that are

available in your account.

Elite Membership Upgrade & Renewal

You will gain your corresponding PhoenixMiles VIP membership status if the qualifying mileage

and qualifying segments in your account meet the upgrade or renewal standards on the day when

ﬂights are credited to your account. Except for the Lifetime Platinum Card and the Annual Premium

Lifetime Platinum Card, which may be upgraded directly after reaching the standards, the rest

Elite Membership statuses are upgraded level by level. To become an Elite Member (excluding

the levels above Lifetime Platinum), you are required to reach the standards corresponding to a

higher membership level and upgrade from your existing membership level. Prior to expiration, your

existing Elite Membership Level is subject to the membership renewal assessment in accordance

with the renewal standards for the existing level. Once you receive your new Elite card or e-card

for your upgraded or renewed membership, you may enjoy the Elite Membership services at the

corresponding level. Elite Member must be at least 12 years of age.

As a PhoenixMiles VIP 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.

HOENIXMILES MEMBER’S GUIDE

2) The upgrade criteria and assessment period for tiers of Lifetime Platinum

and Annual Premium Lifetime Platinum

Level Lifetime Platinum Card

Annual Premium

Lifetime Platinum Card

②

Membership

Sample Card

Upgrade Standards

1 million Lifetime Platinum

mileage

③⑤

/2 million Lifetime

Platinum mileage

④⑤

Annual 300,000 Lifetime

Platinum mileage

④

Upgrade

assessment cycle

①

From the date when the

membership takes eﬀect

From January 1 to December 31

of the previous year

Validity term

aer upgrade

Lifetime

From the date when the Annual Premium

Lifetime Platinum Card takes eﬀect to

December 31 of the same year.

①

On the date when ﬂights are credited to your account, only check the ﬂight records for the rating period that are

available in your account.

②

Assessment takes place on January 1 every year, and you must be a Lifetime Platinum Card member before the date

of assessment.

③

Since the date each carrier joined PhoenixMiles, members take ﬂights operated by each of Air China Family carriers

with its own code. Or, taking Tibet Airlines with TV code during the days from January 8th, 2013 to August 31st, 2019.

④

Since the date each carrier joined PhoenixMiles, members take ﬂights operated by each of Air China Family carriers

with any carrier’s code. Taking Tibet Airlines with CA, ZH, SC, NX and TV codes during the days from January 8th, 2013 to

August 31st, 2019. Or, taking Air China, Shenzhen Airlines, Shandong Airlines and Air Macau with TV code to accumulate

mileages.

⑤

Shenzhen Airlines and Shandong Airlines joined PhoenixMiles on January 8, 2013. Air Macau joined PhoenixMiles on

January 1, 2015.

Requirements for retaining your Elite member

Level Silver Card Gold Card Platinum Card

Renewal

thresholds

35,000km qualifying mileage OR 23

qualifying segments

70,000km qualifying

mileage OR 36

qualifying segments

145,000km qualifying

mileage

OR 80 qualifying

segments

Renewal

assessment

cycle

①

12 consecutive months from the month prior to the one when the existing

membership expires.

Validity period aer

renewa

②

From the month following the one when the existing membership expires to the end

of the 12th month thereaer.

①

During assessment, only the existing ﬂight record in your account is checked, and the ﬂight dates must be within the

assessment cycle.

②

If Elite Membership still remains after downgrade, its validity period is the same as that of Elite Membership after

renewal.

It will be no longer expired once members reach to the Lifetime Platinum tier.

Equivalent 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

HOENIXMILES MEMBER’S GUIDE

Redeeming Mileage

You can use your mileage to purchase the following products:

● Tickets and class upgrades for ﬂights operated by Air China family carriers.

● Tickets and class upgrades for ﬂights operated by Star Alliance carriers.

● Tickets for ﬂights operated by Star Alliance Connecting Partners.

● Tickets for ﬂights operated by other partner carriers.

● Log in to the PhoenixMiles website, Air China app, or Air China WeChat oﬃcial account and ﬁnd

the PhoenixMiles online store to redeem products. 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 Airchina App for details on the rules and standards for redeeming

products.

Redeeming PhoenixMiles Mileage

Account Requirements

1) After becoming a PhoenixMiles member, you can redeem mileage for non-flight awards

immediately, but you must complete at least four qualifying ﬂight segments before you can redeem

mileage for award tickets/upgrades.

2) Mileage used to redeem awards must be accumulated on the same member account. You must

have adequate mileage to redeem the award.

3) Members must use their card number and password to redeem mileage rewards.

4) When redeeming a reward for an assignee, please note that an assignee is only eligible for

the reward provided that they were successfully added to your account at least 30 days prior to

redemption.

Provisional Award Bookings

When you redeem award tickets with Star Alliance carriers, you can reserve your seat in advance.

If your booking is made more than 96 hours before departure, the ticket must be issued within 72

hours. If your booking is made less than 96 hours before departure, the ticket must be issued within

24 hours.

Flights

1) Mileage can only be redeemed for award tickets or upgrades on scheduled non-stop flights

operated by PhoenixMiles member airlines and partner airlines. This does not apply to codeshare

and charter flights. You cannot request upgrades for award tickets/upgrades, regardless of the

payment method.

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 a class upgrade, the issuer, flight airline

code and operator code must all belong to the same airline. For accurate ﬂight information as per

PhoenixMiles member airlines and partner airlines, you can refer to the booking system and award

search results.

3) The number of award tickets/upgrades available on each airline's ﬂights is limited. Please redeem

your award ticket as early as possible.

Ticketing Requirements

1) When you redeem award tickets for ﬂights of Air China Group airlines or partner airlines via any

PhoenixMiles channel, you are required to pay all taxes.Aer 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 paid tickets. The mileage redemption rule is subject to the

data published by the Air Transport Association.

2) The same amount of mileage is required to redeem award ﬂights for adults, minors and infants.

3) When redeeming award tickets/upgrades, you must confirm the booking details (passenger

information, itinerary, ﬂight number, travel dates and booking class), and ensure that the status of

the booking record is "reserved."

4) Award tickets/upgrades redeemed for yourself or a nominee may only be applied to individual

ticket purchases, not group tickets. If the original booking for you or your nominee is for a group

ticket, you must change your booking to an individual ticket purchases before redeeming the

award.

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.

6) When redeeming award upgrades for a ﬂight with an Air China family carrier, the ticket carrier, the

carrier of the upgraded segment, and the operator must be the same as stated on your purchased

ticket.

7) Passengers requiring special services (such as unaccompanied minors and ground wheelchair

services), also qualify for award tickets on ﬂights operated by Air China family 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. Aer purchasing a ticket,

contact the Air China sales oﬃce at the place of departure to inquire or book your desired service.

8) 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 can issue award tickets for ﬂights operated by the Air China family

with an Air China family code. This means that the ticket issuer may differ from the operator.

(Example 1: Shenzhen Airlines may issue the ticket for an SC-coded flight operated by Shandong

Airlines. OR Example 2: Air Macau may issue the ticket for an NX-coded flight operated by Air

Macau.)

2) An Air China family carrier 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. (Example 1: Shenzhen Airlines may process an award upgrade on a ZH-coded flight

operated by Shenzhen Airlines. OR Example 2: Air China is not able to process an award upgrade on

a SC-coded ﬂight operated by Shandong Airlines.)

3) Air China and Shenzhen Airlines can issue award tickets for flights operated by Star Alliance

carriers or connecting partners, coded as per the corresponding carrier. This means that the ticket

issuer may diﬀer from the operator. (Example: Air China may issue an award ticket for an LH-coded

ﬂight operated by Luhansa.)

4) Air China and Shenzhen Airlines 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. (Example: Air China may process an award upgrade for

ﬂights operated by Luhansa and ﬂights with an LH code.)

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. (Example: Air

HOENIXMILES MEMBER’S GUIDE

China may issue an award ticket for a TV-coded ﬂight operated by Tibet Airlines.)

6) Tibet Airlines can process award upgrades for ﬂights operated by Tibet Airlines, and coded as

Tibet Airlines, and the ticket issuer must be the same as the operator.

If a ticket is outside the scope of the above, the issuer and operator are unable to issue or change

the ticket for you.

Use

1) As award tickets and award upgrades are classiﬁed as special tickets and the rules for the use

of award tickets and award upgrades diﬀer from those of Air China Limited General Conditions of

Carriage for 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 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 use rules for the paid fare

class following the last award upgrade segment.

2) Aer purchasing an award ticket/upgrade, you cannot change the passenger name or route, or

rebook with another carrier.

3) Aer 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 order, as according to 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.

7) For any processing rules that were not addressed in this guide, bookings will be processed in

accordance with the ticket sales regulations of the corresponding carrier.

8) For other rules of carriage, refer to the carriage terms and ticket regulations issued by the

corresponding Air China family carrier.

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) An Air China family carrier can make changes to award tickets issued by the corresponding

carrier for ﬂights operated by an Air China family carrier and coded as per the same carrier.

Air China can make changes to award tickets issued by the corresponding carrier for flights

operated by Star Alliance carriers or connecting partners and coded as per the same carrier.

Air China can make changes to tickets issued by Air China for ﬂights operated by other partners

and coded as per the same carrier.

3) For award tickets/upgrades issued by a Star Alliance carrier or other partner, changes must be

made by the corresponding carrier. Air China family carriers are unable to make changes to tickets

issued by carriers under other frequent ﬂyer programs.

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.

5) Date changes are only applicable for award tickets or upgrades issued by an Air China family

carrier.

Payment

method

Redemption ight scope

Conditions for

changes

Domestic

tickets

①

International

and regional

tickets

Cash

Air China family

Award

ticket

Before ticket

expiration

CNY 100 (or

equivalent) per

change, per

ticket

②

CNY 300 (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

Upgrade

Mileage

Air China, Shenzhen

Airlines, Shandong

Airlines

Award

ticket

Tickets for

members and

valid assignees

are 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 date changes for award ticket or upgrades apply.

②

Each ticket is distinguished by a ticket number. For multiple tickets with consecutive numbers, each ticket number is

considered a ticket.

Flight Irregularities or Involuntary Downgrades

1) Aer the redemption of an award ticket/upgrade for a ﬂight operated by an Air China family airline or partner, should

you receive a notice regarding an issue such as an early departure, delayed departure, or ﬂight cancellation, you are

eligible to request an involuntary refund for the unused segments. To receive your mileage refund you must provide

proof of the ﬂight irregularity, as issued by the airline. Please note that this service is not applicable to award upgrades

for flights operated by Star Alliance members. Mileage used to purchase the unused segments will be refunded

according to the amount used at the time of redemption.

2) Aer the redemption of an award ticket/upgrade for a ﬂight operated by an Air China family airline or partner, if you

proceed to the scheduled ﬂight as per the booking date and, for involuntary reasons, are required to travel in a lower

class than is stated on the ticket, you are eligible to request an involuntary refund for the downgraded segments. Aer

all tickets have been used, to receive your mileage refund 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 irregularities. 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 extends 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 family

representative oﬃce, ticketing oﬃce or airport ground staﬀ for assistance.

Rules on Award Tickets/Class Upgrades on Air China family 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). There are 12 zones for international travel. Any changes

made to these zones will be updated in our system and award search results.

HOENIXMILES MEMBER’S GUIDE

Zone

Zones for Domestic Flights within Mainland China

Flight distance (km) Example routes

(A1) 0–800 Beĳing-Baotou, Beĳing-Weihai, Hangzhou-Qingdao

(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 Domestic Routes

Zone Provinces/cities

Northeast Liaoning, Jilin, Heilongiang

North Beĳing, Tianjin, Hebei, Shanxi, Inner Mongolia

East Shanghai, Shandong, Jiangsu, Jiangxi, Anhui, Zhejiang

South Henan, Hunei, Hunan, Fujian, Guangdong, Guangxi

Northwest Shaanxi, 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

Zone L Middle East, Africa South Africa, Pakistan, Kuwait, UAE, Ethiopia, etc.

Award Tickets

①

Provided that the same carrier is used, award tickets can be used to redeem tickets for both

domestic and international 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 open-

jaw trips must be within the same country; this rule does not apply to Hawaii. For domestic travel,

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 eight ﬂight segments is allowed when redeeming award tickets on ﬂights operated

by any Air China family airline. 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 at the time of

redemption.

Class 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 Super 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 more than two passengers, in order to avoid any unwanted upgrades, if you do

not wish to apply the class upgrade to every passenger in the booking, please provide the names

and information of the speciﬁc passengers you wish to upgrade.

④

Aer 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. In the event that a

voluntary endorsement is proposed following a seat upgrade, the endorsement will be processed

based on the class paid for before the seat upgrade, but the miles used for the seat upgrade will

not be refunded. In the event that a voluntary date change is proposed following an award 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 award 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.

⑥

Eligible classes vary among Air China family airlines. For more information on class upgrades,

please visit the PhoenixMiles website.

HOENIXMILES MEMBER’S GUIDE

Rules on Award Tickets/Class Upgrades on Star Alliance Airlines

Star Alliance Zones

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

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

Award Tickets

①

Redemption of 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, the ﬂight must be across diﬀerent

Star Alliance zones, with no intermediate stopovers at the transit destination.

②

For round-trip travel redemption within the same IATA region, an open-jaw is allowed at the

turnback point; however, the open-jaw must occur within the same country. For redemption for

round-trip travel across diﬀerent Star Alliance zones, one intermediate 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. 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. 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.

Class Upgrades

①

Passengers can use their PhoenixMiles mileage to redeem class upgrades for personal use or

use by nominees 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

(agency discount)/ID (industry discount) tickets.

③

Star Alliance award upgrades must be redeemed on 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 on the

websites of each actual ﬂight operator.

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 earned 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 aributable to the airline,

the miles should be returned to the account.

HOENIXMILES MEMBER’S GUIDE

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-submied to the operator aer the Star Alliance award upgrade

has been requested.

Once a member redeems an award upgrade, mileage will continue to be accrued based on the

class purchased prior to the upgrade, and the originally reserved class seats will be canceled.

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.

For more information on redemption criteria, visit the PhoenixMiles website.

Receiving Award Tickets from Other Partner Airlines

Tibet Airlines award tickets

Award tickets are available for all TV-coded scheduled ﬂights operated by Tibet Airlines, including

one-way and round-trip tickets, as well as class upgrades.

For more information on redemption criteria, visit the PhoenixMiles website.

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

Class upgrades and Elite Member services are not included.

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

US, Canada

UNI Air award tickets

Round-trip award tickets can be redeemed for all B7-coded ﬂights operated by Uni Air.

For more information on redemption criteria, visit the PhoenixMiles website.

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 oﬃcial account. Card replacements incur

a service fee in the form of a set mileage deduction from your account.

Service Lifetime Platinum/Platinum/Gold Junior

Card replacement Free 800 km mileage

HOENIXMILES MEMBER’S GUIDE

Redemption method

Award

Redemption

method

Award

PhoenixMiles

ocial

website

Air China

WeChat

ocial

account

Air

China

app

PhoenixMiles

hotline

Representative

offices or

ticketing

offices of Air

China family

carriers①②

Eligibility

Award tickets of Air

China family carriers

√ √ √ √ √

You or

your valid

alienees

Class upgrades on Air

China family carriers

—— —— —— √ √

Award tickets of Star

Alliance carriers

√ √ √ √ √

Class upgrades on

Star Alliance carriers

√ —— ——

Guidance

provided by Air

China staﬀ

——

Award tickets of Star

Alliance Connecting

Partners

√ √ √ √ √

Award tickets

of other partner

carriers

⑤

√ √ √ √ √

Date changes to

award tickets

③

√ √ √ √ √

Products from

PhoenixMiles online

store

④

√ √ √ —— ——

restrictions

Notes:

①

When redeeming your mileage, please present your PhoenixMiles membership card, valid ID and the ID of any

alienees. 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 with a number

starting with 675.

③

Mileage can be used to pay for date changes to ﬂights operated by Air China, Shenzhen Airlines or Shandong Airlines.

④

For more information on how you can use your mileage to purchase products from the PhoenixMiles online store,

visit the PhoenixMiles oﬃcial website. Orders can only be delivered to addresses in Mainland China.

⑤

You may go to the oﬃcial website or the branch oﬃces in Tibet to complete ticket redemptions. If you want to redeem

for the cabin class upgrade, you need to go to the branch oﬃces in Tibet.

Junior members Redeeming PhoenixMiles Mileage

● PhoenixMiles Junior mileage can be redeemed for award tickets/upgrades and products in the

PhoenixMiles online store.

● When using mileage to purchase an award ﬂight for children, the required mileage is the same as

for adults.

Please refer to the Air China Privacy Policy on the oﬃcial website.

HOENIXMILES MEMBER’S GUIDE

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 that a member abuses the PhoenixMiles mileage rewards or membership beneﬁts,

including selling mileage, providing false documentation (such as flight records or card numbers

of other people), making profit with the membership status, and any actions violating the terms

and conditions of this program, PhoenixMiles reserves the right to take the following measures at

its own discretion, with or without giving prior notice to the member: request compensation for

losses incurred by Air China; terminate membership; revoke mileage credits; require the member

to reimburse the full cost of used award tickets (Economy class, Business class and First class),

relevant legal and court fees, etc.; and require the member to compensate for the resources used

during the period of improper proﬁt-making according to the current price. 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 consumption in the member account is six

months. If members have any questions about mileage accumulation and consumption in their

accounts, please contact us within six months of the transaction date. After this period expires,

such requests will not be accepted by PhoenixMiles.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.

● 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 guide is found to be in conﬂict with any applicable law, the

applicable law shall prevail.

● The original version of this guide 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 guide 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 September 23, 2022.

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