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Service Commitment

As required by U.S. Department of Transportation (DOT)14 CFR section 259.5. , we make the following service commitments for customers to/from the United States.

Disclosure of the Lowest Fare Available

Tickets for travel on China Airlines (CAL) may be purchased via CAL website, customer service center, or ticketing counters. When you inquire about fares through any one of these sales channels, we will inform you of the lowest fare offered by other CAL sales channels. This commitment does not apply to fares that may be available via the websites or other sales channels of travel agents or other sources.

Timely Notification of Confirmed Delays, Cancellations, and Diversions

The latest CAL flight status information is available in the boarding gate area (only applicable to flights of the day), on the "Flight Status" of CAL website or via CAL customer service center. With respect to flights scheduled to depart within seven days, we will update the information provided within 30 minutes after we confirm flight irregularities (such as a cancellation, a delay of 30 minutes or more, or a diversion).  In addition, if you have subscribed to our flight irregularity notification service, we will notify you within 30 minutes after we confirm any flight irregularities.

Timely Baggage Delivery

We strive to ensure the timely delivery of your checked baggage.  Late baggage delivery is usually the result of a missed flight 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 CAL or the carrier airlines before leaving the airport and complete a Property Irregularity Report (PIR), so that the airline can locate your baggage by searching for it in the baggage location system using the baggage information you provide.   We will also make every reasonable effort to find your mishandled baggage back within 24 hours. However, it may take longer to deliver your baggage due to various factors (such as long haul flights, flight frequency, and customs and security procedures at airports). If you intend to pick up the baggage yourself at the airport after receiving a notification that your baggage has arrived, please first contact our local airport office so that we can go through necessary customs formalities and other arrangements as soon as possible.  CAL will provide compensation for reasonable and necessary expenses arising from delayed baggage delivery to the extent required by applicable international agreements. If your baggage is lost, CAL will reimburse any fee you paid us to carry that baggage.

Free Reservation Cancellation Within 48 Hours of Ticket Purchase

For tickets to/from USA, a full refund will be given if the refund request is submitted within 48 hours of ticket purchase and the ticket is completely unused and was booked one week or more prior to the flight departure. For tickets from Korea, a full refund without handling charges will be given if the refund request is submitted within 7 days after purchase and 10 days or more prior to the flight departure. All these applicable tickets shall be purchased through CAL website.

Quick Ticket Refund

Please be sure to have all related materials (credit card, flight ticket and itinerary) ready and cancel your reservation before requesting a refund. We will provide quick refunds through the original way of payment after deducting related fees (the fare and service fees for the used flight sectors). If you paid with a credit card, we will submit a refund request to the credit card issuer within seven business days after receiving your request. The actual date of refund still depends on the issuers' regulations and the credit card agreement; therefore, your credit card bill may not immediately reflect the refund amount.  If you purchase with cash or check, we will complete the refund procedures within 20 business days of the date receiving your refund request.

Taking Care of Passengers with Disabilities and Other Special Needs

In the event of a lengthy tarmac delay after boarding or landing, CAL will provide the essential services to all passengers on board in accordance with China Airlines' Contingency Plan for Lengthy Tarmac Delays.

Consistent and Fair Treatment in the Case of Oversales

If a CAL flight to/from USA is oversold, our airport staff will make sure every customer is treated fairly and consistently in accordance with the regulations of U.S. Department of Transportation regarding oversales. 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 CAL offers and the boarding priority and criteria.  In accordance with these rules, CAL airport staff will first ask for customers who voluntarily give up their reservations. Apart from offering reasonable compensation, we also provide a confirmed seat on a later flight to these volunteers.

If there are not enough volunteers, some customers who have selected seats may be denied boarding involuntarily in accordance with the established boarding priority. In this case, we will provide a written statement explaining the boarding principles for oversold flights and the rights of customers being denied boarding involuntarily. Usually, CAL will rearrange a flight for these customers and the new estimate arrival time to the destination (or the next transit point) will not be later than one hour of the original flight arrival time. Otherwise, CAL will provide compensation in addition to transportation on an alternate flight.

Disclosure of Cancellation Policies, Frequent Flyer Program Rules, and Aircraft Seating Plan

CAL website and customer service center provide important information on CAL policies and services, including cancellation policies, Frequent Flyer Program rules, aircraft seating plan and lavatory configurations.
•    Terms and conditions that apply to ticket purchases via China Airlines’ website, including cancellation and refund policies, are provided in the purchase procedure.
•    Membership Guide for Dynasty Flyers Program.
•    Cabin guide, including aircraft seating plan and lavatory configurations.

Notification of Flight Change in Customer Itineraries

CAL will disclose or timely notify flight changes in itineraries to customers through CAL website or customer service center. Customers who subscribe to "flight notification services" in their registration also will receive such information (including e-mail). If flight changes occur within seven days of departure, CAL will provide notification within 30 minutes after confirming the change. If flight changes occur more than one week before departure, CAL will provide notification no later than 48 hours after confirming the change.

Guaranteed Response to Customer Complaints

If you would like to submit any complaints in connection with a CAL flight, you can contact us online or send mails to the following address.  After receiving your written compliant, we will confirm with you within 30 days and send a written response within 60 days of receiving the complaint.
USA and Canada:
China Airlines CSS department 200 N. Continental Blvd. EL Segundo, CA 90245, U.S.A.

China Airlines Customer Relations Department, Q2F, No.1,  Hangzhan S. Rd., Dayuan Township, Taoyuan County

Services Provided to Mitigate Inconveniences Resulting from Flight Cancellations and Missed Transit

In order to mitigate inconveniences resulting from flight cancellations and miss transit, CAL will make every effort to offer you the following services depending on the circumstances:
•    Rearrange a flight to your destination as soon as possible.
•    Offer a full refund of the fare for the affected sectors.
•    Offer free telephone/fax service to your destination.
•    Provide refreshments, meals, and hotel accommodations, if necessary.