China Airlines Customer Service Plan
(Apporved by 2011SZ10165)
Post date : Nov 16, 2011
 
The following contents are the most updated version : Last updated on Aug 23, 2011
China Airlines strives to maintain the highest standards of airline service in compliance with its internal customer commitment policies and international regulations. The following Customer Service Plan applies to scheduled and public charter flights operated by China Airlines to, from, and within the United States in accordance with U.S. Department of Transportation requirements set forth in 14 CFR section 259.5.
 
1. Disclosing Lowest Fare Availability.
Tickets for travel on China Airlines may be purchased via China Airlines’ website, by calling its Customer Service Call Center, or at its ticket counters and local ticketing offices.It is China Airlines’ policy to inform customers inquiring about fares or making reservations through any of these sales channels that the lowest fare offered by China Airlines may be available elsewhere, if that is the case.This commitment does not apply to lower fares that may be available via websites or other sales channels of travel agents or other third-party sources.
 
2. Notification of Known Delays, Cancellations, and Diversions

China Airlines’ flight status information is available in the boarding gate area (on the day of the flight), on the China Airlines website (www.china-airlines.com/en/index.htm at “Flight Status”), and via China Airlines’ Customer Service Call Center.With respect to each flight scheduled to depart within seven days, China Airlines will update the information provided via these channels no later than 30 minutes after becoming aware of a flight status change, such as a cancellation, a delay of 30 minutes or more, or a diversion.

In addition, if a passenger has subscribed to a flight notification service offered by China Airlines, we will provide notification of a change in the status of a flight via the selected notification service within 30 minutes after we become aware of the change.

Effective on Jan 24th, 2012
 
3. Delivering Baggage On Time

China Airlines strives to ensure the timely delivery of your checked baggage. Late baggage delivery is usually the result of a missed connection at a transfer point, in which case, the baggage is normally delivered on the next flight.

If your baggage is delayed, please report to the China Airlines baggage service agent or the handling agent in the baggage claim area or office before leaving the airport. We will ask you to complete a Property Irregularity Report, which will assist us in locating your baggage and providing you with the relevant service after it is located. We will input information concerning your delayed baggage into WorldTracer, which is a sophisticated computerized tracing system that has been adopted by many airlines. You may subsequently check the tracing and handling status of your delayed baggage record via the Internet.

China Airlines will make every reasonable effort to restore mishandled baggage to you within 24 hours. However, with respect to international and other long haul flights, it may take longer due to the frequency of flights, flight duration, and customs and security procedures at departure and/or destination airports. In such cases, we will make every reasonable effort to deliver your baggage within 24 hours after it arrives at the destination airport. If you intend to pick up the baggage at the airport after receiving confirmation that it has arrived, please contact our local airport office to facilitate the necessary customs formalities and other arrangements.

China Airlines will provide compensation for reasonable and necessary expenses associated with delayed baggage delivery to the extent required by applicable international agreements.In the event your baggage is lost, we will reimburse any fee you paid us to carry that baggage.
 
4. Cancelling Reservations Without Penalty

Tickets purchased via China Airlines’ website, its Customer Service Call Center, or its ticket counters or local ticketing offices one week or more prior to a flight’s departure may be cancelled without penalty for a full refund within 24 hours of the transaction.

Effective on Jan 24th, 2012
 
5. Providing Prompt Ticket Refunds
Please make sure to have all related articles (Credit card, Ticket number, Itinerary) ready when requesting a refund and be sure to cancel your reservation before requesting a refund. We will provide prompt refunds for eligible tickets, less the applicable fare of used portions (if any) and any applicable service fees, to the original form of payment once we receive your request attached with required documentation. We will also refund fees charged for optional services that the passenger was unable to use due to an over-sales situation or flight cancellation.

If you used a credit card to make your purchase we will submit the request for a refund to the credit card issuer within seven business days of receiving your completed request for refund. The credit card issuer will then refund the amount under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. For purchases made with cash, check or other forms of payment, we will issue your refund within 20 business days of receipt of your completed request for refund. China Airlines branch office contact information are on -
http://www.china-airlines.com/en/about/about-3-3.htm
 
6. Accommodating Passengers with Disabilities and Other Special Needs, Including During Tarmac Delays

Accommodating passengers with disabilities and other special needs is a top priority for China Airlines. We offer a variety of special services to such passengers, including:
- Transportation to, from, and between gates, either by wheelchair or, in several locations, electric cart.
- Enplane and Deplane assistance.
- Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane.
- Consideration of your needs during extended tarmac delays.
- Accommodation for certain medical requirements, such as use of an approved Portable Oxygen Concentrator by calling 1-800-227-5118/ HNL: 1-808-955-0088/ GUM: 1-671-649-0861.

To ensure high quality of these services and protection of customer rights, we have designated Complaint Resolution Officials (CROs) to assist passengers at each U.S. airport we serve. You may ask to speak with a CRO by contacting a China Airlines agent.

For more information: Please CLICK HERE

 
7. Meeting Customers Essential Needs During Lengthy Tarmac Delays

In the event of a lengthy tarmac delay after an airplane has been boarded or has landed at a U.S. airport, China Airlines will meet the essential needs of all passengers on board in accordance with China Airlines’ Contingency Plan for Lengthy Tarmac Delays.

Please CLICK HERE

 
8. Treating Passengers Fairly and Consistently in the Case of Oversales

If a China Airlines flight originating at a U.S. airport is oversold (i.e., more passengers hold confirmed reservations than there are seats available), our gate agents follow specific procedures to make sure passengers are treated fairly and consistently in accordance with U.S. Department of Transportation regulations addressing oversales (14 CFR part 250). A written statement setting forth these procedures is available at each U.S. airport we serve, specifying the terms, conditions, and limitations of denied boarding compensation we offer and our boarding priority rules and criteria.

Under these procedures, no one will be denied boarding against his or her will until our gate agents have first asked for volunteers who are willing to give up their reservations in exchange for compensation of our choosing and a confirmed seat on a later flight.

If there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with our written policy on boarding priority. If you are involuntarily denied boarding and have complied with our check-in requirements and other rules, we will provide you with a written statement that explains your rights and how we determine boarding priority for an oversold flight, and you will generally be entitled to compensation and transportation on an alternate flight. However, you may be denied boarding without compensation if you do not check in on time, you do not meet certain other requirements under our rules, or we offer you alternate transportation that is planned to arrive at your destination or first stopover point not later than one hour after the planned arrival time of your original flight.
 
9. Disclosing Cancellation Policies, Frequent Flyer Rules, and Aircraft Configurations.
China Airlines provides important information regarding our policies and services on our website (http://www.china-airlines.com/en/index.htm) and, upon request, from our Customer Service Call Center (1-800-227-5118/ HNL: 1-808-955-0088/ GUM: 1-671-649-0861), including cancellation policies, frequent flyer program rules, and aircraft seating configurations and lavatory availability.
a. Terms and conditions that apply to your ticket purchases via China Airlines’ website, including cancellation and refund policies, are provided at the time of purchase and may be found at http://www.china-airlines.com/en/en_def.pdf.
b. The Member Guide for our Dynasty Flyers Program (our frequent flyer program) may be found at http://www.china-airlines.com/en/dfpen/dfpbook_en.pdf.
c. Our Cabin Guide, which includes seating configurations and lavatory availability on the aircraft we operate, may be found at
http://www.china-airlines.com/en/check/check_boeing747_first.htm.
 
10. Notification of Changes in Travel Itineraries
China Airlines will provide timely notification of changes in travel itineraries to passengers who register for notification services (including e-mail) to the extent such services are offered by China Airlines, through China Airlines’ website and through its Customer Service Call Center in the United States. If such an itinerary change affects a flight that is scheduled to occur within seven days, China Airlines will provide notification within 30 minutes after it becomes aware of the change. If such an itinerary change affects a flight that is scheduled to occur more than a week in the future, notification will be provided as soon as practical and generally no later than 48 hours after China Airlines becomes aware of the change
 
11. Ensuring Responsiveness to Consumer Problems
If you would like to report a difficulty or problem you experienced in connection with a scheduled flight operated by China Airlines, please contact us via the china-airlines.com website by clicking on “Customers Voice” or go directly to http://www.china-airlines.com/en/check/check_feedback.htm.

If you would like to contact us by mail, please address your correspondence to the address shown below. This contact information is also provided on all e-ticket confirmations and is available at each China Airlines ticket counter and boarding gate upon request.

We will acknowledge in writing receipt of each written complaint regarding our scheduled service within 30 days of receiving it and will send a substantive written response within 60 days of receiving each complaint.

United States and Canada
China Airlines CSS department
200 N. Continental Blvd. EL Segundo, CA 90245, U.S.A.

TEL: 1-310-615-3890

Taiwan R.O.C.
China Airlines
Customer Relations Department
Q6F, No.1, Hangzhan S. Rd., Dayuan Township
Taoyuan County 33758, Taiwan R.O.C.

 
Passengers may also submit complaints about air travel service problems (other than those related to safety or security, which should be submitted to the Federal Aviation Administration or the Transportation Security Administration, respectively) to the US Department of Transportation€s Aviation Consumer Protection Division via its website (http://airconsumer.dot.gov) or by mail to:

Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave., S.E.
Washington, D.C. 20590

 
12. Services Provided to Mitigate Passenger Inconveniences Resulting from Flight Cancellations and Misconnection.
In order to help reduce inconveniences resulting from flight cancellations and misconnections, China Airlines will offer you or arrange for appropriate remedies which, depending on the circumstances may include the following:
- Re-route you to your final destination as soon as possible or at a later date that is convenient for you.
- Offer a full refund of the fare for the affected segments, without penalty or refund surcharge.
- Offer free telephone/telex/fax service to your destination.
- Provide appropriate refreshments, meals, and hotel accommodations, if required.
 
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