Dear passengers,

We would like to inform you the following notices about the check-in time and the handling of abnormal flights from Vietnam.

1. Check-in Deadline: Check-in counters open from 3 hours to 45 minutes before flights departure.

2. Abnormal Flight

1. Overview

1.1 Company’s reasons

(a) If a flight is advanced, delayed, or canceled due to reasons attributable to the Company, China Eastern Airlines and its agents shall assist to provide passengers with flight status information, transportation, meals, accommodation, and other services, or bear the direct costs of such transportation, meals, and accommodation.

(b) If a transfer passenger is unable to catch a subsequent flight due to Company’s reasons (excluding cases of insufficient MCT), regardless of whether the passenger holds a single ticket, China Eastern Airlines and its agents shall provide flight status information, transportation, meals, accommodation, and other services, or bear the direct costs thereof. Compensation shall be handled in accordance with the abnormal flight compensation standards.

1.2 Non-Company reasons

(a) If a flight becomes abnormal due to reasons not attributable to the Company or due to force majeure, China Eastern Airlines shall not be liable for the passenger’s losses incurred during transportation, nor shall China Eastern Airlines fulfill the compensation obligations of this manual.

(b) If a flight is advanced, delayed, or canceled for non-Company reasons, China Eastern Airlines and its agents shall provide passengers with flight status information services and assist in arranging meals, accommodation, and other services, but the costs shall be borne by the passengers themselves.

 

2. Scope of Application

2.1 Scheduled and extra flights operated by China Eastern Airlines (MU) and Shanghai Airlines (FM).

2.2 Charter flights: Services related to abnormal flights shall be provided only within the scope defined in the charter agreement and applicable charter ticket terms.

2.3 Codeshare flights

(a) Codeshare flights actually operated by the Company.

(b) Services shall be provided in accordance with the provisions related to abnormal flights as stipulated in the codeshare agreement between the Company and the other operating carrier.

 

3. Information Notification

3.1 During ticket sales, ticketing offices and their sales agents shall accurately input passengers’ contact details and other necessary information into the reservation system. China Eastern Airlines and its sales agents are responsible for promptly informing passengers of flight status, including departure delays or cancellations.

3.2 From the moment a departure delay is confirmed, China Eastern Airlines shall release flight delay information to airport management authorities, air traffic control departments, ground service agents, and airline sales agents, and update information until the aircraft departs and chocks are removed. Once a flight cancellation is confirmed, China Eastern Airlines shall notify the same parties of the cancellation; cancellation information only needs to be issued once.

3.3 In the event of a flight delay or cancellation, after becoming aware of a flight status change, company shall promptly and accurately inform passengers of flight status and related service information through the channels such as official website, SMS, phone calls, notices, in-flight announcements, radio, and departure lounge flight information display screens.

 

4. Abnormal Flight Handling

4.1 Change of Aircraft Type

If a large aircraft is temporarily changed to a smaller one, or a smaller aircraft is changed to a larger one due to Company’s reasons, company should promptly:

(a) Notify passengers of the temporary aircraft type change.

(b) Obtain passengers’ consent and handle involuntary ticket changes, endorsements, and cancellations.

(c) For a change from a small aircraft to a large aircraft, process passengers’ check-in or reissue boarding passes as usual.

(d) For a change from a larger aircraft to a small aircraft, passenger check-in procedures or boarding pass changes should be handled according to passenger priority based on their class, and the flight overbooking regulations should be followed.

4.2 Flight Delay

4.2.1 Definitions of various flight delays:

(a) Flight delay: The situation when a flight arrives at the airport more than 15 minutes later than the scheduled time of arrival.

(b) Flight departure delay: The situation when a flight’s actual departure is more than 15 minutes later than the scheduled departure time.

(c) On-board delay: The situation where passengers are waiting inside the aircraft after the cabin door is closed and before takeoff or after landing and before the cabin door is opened, exceeding the airport’s specified ground taxi time.

4.2.2 Check-in counter opening and closing times

(a) The Ground Service Department shall process check-in according to the opening and closing times of the check-in counters set by each airport and may appropriately extend the check-in time depending on the specific situation.

(b) At stations where flights are delayed, the Ground Service Department shall adjust the check-in counters’ closing time according to the delayed flight’s estimated time of departure (applicable to delayed flights for domestic transportation), and close the counters according to the respective airport’s regulations.

4.2.3 In the event of an abnormal flight, the Ground Service Department shall be responsible for retrieving, transferring, and safekeeping passengers’ checked baggage.

4.2.4 In the event of an abnormal flight, the Ground Service Department shall pay special attention to and provide special services for special passengers such as important passengers, the elderly, infants, unaccompanied minors, persons with disabilities, pregnant women, and passengers carrying donated human organs.

4.2.5 Services for Platinum members during abnormal flights

(a) Platinum member service hotline

(1) For planned delays or cancellations: consult with the passengers and process rebooking.

(2) For temporary delays or cancellations: according to relevant business rules (based on the timeline on the Abnormal Flight Information Management Platform), contact passengers before they arrive at the airport to process rebooking, supporting full-time passenger notifications at unmanned terminals.

Note: As this service requires the development of a supporting system, before the system goes online, the Customer Service Center of the Service Management Department shall ensure follow-up services for Platinum members on abnormal flights by tracking cases following a passenger’s phone inquiry.

(b) After passengers arrive on-site to handle procedures, the Ground Service Department shall consult with the passenger and proceed with rebooking and subsequent services.

(c) If a temporary aircraft type change occurs due to the Company’s reasons, the Ground Service Department shall prioritize handling relevant procedures for Platinum members based on passenger value ranking.

(d) When a long delay or cancellation qualifies for compensation, meals/food and beverages and accommodation shall be arranged according to the standards for first class and business class passengers, while compensation standards shall follow the cabin class indicated on the ticket.

4.2.6 Services for transfer passengers during abnormal flights

(a) If a delay of the departure flight results in through-checked passengers potentially missing their subsequent flights, the departure airport must proactively gather information on such transfer passengers and formulate a service guarantee plan. The principle of "confirming the subsequent itineraries before allowing travel" should be followed. Special attention must be paid to Transit Without Visa (TWOV) passengers to ensure they meet transit and border inspection regulations before they are accepted for travel. Rebooking information must be communicated to the passenger at check-in.

(b) If a passenger is dissatisfied with the rebooked itinerary and chooses to cancel or change their travel plan, staff should assist in processing subsequent services such as cancellations or rebooking.

(c) The departure airport must promptly notify the transfer station of the consolidated information of transfer passengers and interline flights. If the subsequent itinerary cannot be confirmed, the departure airport should escalate the issue to the transfer department and the Ground Service Support Desk at non-base airports, and report it to the Company Service Assurance Manager.

(d) The transfer station must monitor transfer passenger information and provide comprehensive service guarantee and service recovery to passengers on interline flights.

4.2.7 Flights delayed for less than 4 hours

(a) Standards for providing beverages, snacks, and main meals (breakfast, lunch, and dinner) during delays are as follows:

(1) Each station shall distribute beverages, snacks, and main meals according to applicable standards, based on the actual number of passengers on the delayed flight.

(2) Some stations may issue meal coupons for use at designated restaurants. The coupon amount should follow local station standards.

(3) SkyTeam Elite Plus and SkyTeam Elite members shall receive meals according to the corresponding standards of the physical cabin class of their ticket.

(b) If the delay occurs during a main meal period, meals should be provided. Meal service should be arranged from the first outbound flight of the day: Breakfast shall be provided for flights departing before 09:30; lunch for flights between 11:00–13:30; and dinner for flights between 17:00–20:00. All times are local. See the table below:

Note: “*” refers to the departure time of the first outbound flight of the day.

(c) If the time remaining before boarding is less than one hour, no meals shall be provided at the station.

(d) According to the flight delay duration, stations shall provide the following meal and beverage options:

Delay Duration	Meal and Beverage Options
1–2 hours (inclusive)	Beverages
2–4 hours (inclusive)	Snacks and beverages
Over 4 hours	Main meals and beverages

Note: Meals shall be provided during designated mealtime periods.

4.2.8 Flights delay for 4 hours (inclusive) or more

(a) If the flight is delayed due to reasons attributable to the Company, the Ground Service Department should provide beverages, snacks, or main meal services according to the standards outlined in 4.2.7, and assist to arrange for passengers to rest at a hotel. If the flight is delayed for reasons not attributable to the Company and the delay is expected to last for 4 hours (inclusive) or more, or the flight is canceled, the Ground Service Department should assist in handling relevant procedures based on passenger needs.

(b) After passengers check in at the hotel, the Ground Service Department should promptly inform the hotel of the flight status, and the hotel should notify passengers via phone or notice boards.

4.3 Flight Cancellation

4.3.1 For passengers who arrive at the airport according to the original flight schedule without receiving the flight cancellation notice, the Ground Service Department should arrange dedicated personnel to handle post-incident services.

4.3.2 For transporting passengers and their baggage to the location specified on the ticket, the following methods can be used:

(a) Obtain passenger consent to process ticket changes, endorsements, or cancellations.

(b) Arrange the earliest available China Eastern Airlines flight.

(c) If there are no subsequent China Eastern Airlines flights available or if the subsequent flights have no available seats, transfer to another carrier’s flight, with priority given to flights from SkyTeam member airlines.

(d) Arrange road transportation or other transportation methods.

(e) If the aircraft type change for the subsequent flight results in a change in cabin class, process involuntary ticket changes, endorsements, or cancellations.

4.4 Ticket Cancellation, Change, and Endorsement

4.4.1 If a flight is abnormal or the originally scheduled seat is unavailable, the passenger should be arranged on a subsequent flight or endorsed to another carrier’s flight. For passengers with interline or round-trip tickets, changes or endorsements for both interline and round-trip flights should be processed.

4.4.2 If a flight is abnormal due to the Company’s reasons, the ticket cancellation, change, and endorsement should be handled according to the involuntary change, endorsement, or cancellation rules. If there is a schedule adjustment, and China Eastern Airlines cannot provide an acceptable alternative flight for the passenger, the passenger may proceed with an involuntary cancellation. However, if the passenger accepts the alternative flight provided by China Eastern Airlines, any subsequent change or cancellation requested by the passenger shall be processed under the voluntary change or voluntary cancellation rules.

4.4.3 If a flight is abnormal due to reasons not attributable to the Company, the ticket cancellation, change, and endorsement procedures should follow the involuntary change and cancellation service procedures.

 

5. Compensation

5.1 Principles

5.1.1 Compensation location: the Ground Service Department at the departure or arrival airport shall handle compensation and as for the compensation period, passengers would be completed within 7 working days. in accordance with the compensation standards.

5.1.2 When flights are merged, rescheduled, subject to alternative landing, or returned to origin, and passengers are arranged to wait in the terminal, those on the merged flight who have already experienced delays shall be provided with the appropriate services and/or compensation under the regulations. Passengers on merged flights who have not experienced delays shall not be provided with such services and/or compensation.

5.1.3 Forms of compensation include: vouchers, cash, Miscellaneous Charges Order (MCO), or crediting points to "Eastern Miles." Vouchers may be used to offset the cost of purchasing China Eastern Airlines tickets, cabin upgrades, excess baggage fees, or mileage redemption. Vouchers, MCOs, and "Eastern Miles" points are not redeemable for cash. Compensation standards (Currency: RMB; Eastern Miles points: in points).

5.1.4 Contact information: passengers can get further support by visiting China Eastern’s official website, APP, or dialing customer service hotline +86-21-20695530.

5.2 Compensation Standards

5.2.1 In the event a flight has been delayed or canceled due to reasons attributable to China Eastern, China Eastern will provide one-time compensation to passengers for the resulting losses incurred. For flights delays of 4 hours (inclusive) to 8 hours, the compensation rate is RMB 200; for flight delays of 8 hours (inclusive) or more, the compensation rate is RMB 400; passengers holding infant tickets will be compensated at 10% of the above rate.

5.2.2 China Eastern will negotiate with the passenger to provide compensation in a mutually acceptable manner by cash, vouchers, travel expense certificates, or Eastern Miles points of corresponding value.

5.2.3 China Eastern will provide services in case of flight delay, cancellation, or diversion in accordance with this manual. Beyond this, China Eastern will not bear any additional liability. China Eastern will provide services in accordance with the mandatory provisions of the applicable international conventions, laws, and administrative regulations should they exist.

 

China Eastern Airlines Corporation Limited

Jul 10,2025