Meal, Accommodation and Communication Service Standard for Abnormal Flights

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1. Meal and beverage service
1.1 Provision principle
1.1.1 In case of abnormal flights due to reasons attributed to Air China, we shall provide free meals to passengers;
1.1.2 In case of abnormal flights due to reasons attributed to any party other than Air China, passengers shall bear all expenses for meals and beverages;
1.1.3 In the event that Air China’s stopover passengers who have interline flight tickets fail to board their subsequent connecting flights at the stopover airport due to any reason, we shall provide free meals and beverages to them.
1.2 Serving time
1.2.1 In case of a flight delay of 2 hours or more, we shall provide drinking water to passengers.
1.2.2 In the event that the flight is delayed for 2 hours or more and the local time falls within the following time slots: breakfast: 07:00 – 09:00, lunch: 11:00 – 13:00, super: 17:00 – 19: 00, and night snack: 23:00 – 07:00, we shall provide meals to passengers who have checked-in.

2. Hotel accommodation service (including ground transport between the airport and the hotel)
2.1 Provision principle
2.1.1 In case of abnormal flights due to reasons attributed to Air China, we shall provide free hotel rest and accommodations to passengers;
2.1.2 In case of abnormal flights due to reasons attributed to any party other than Air China, we shall help arrange hotel rest or accommodations, but the relevant expenses are payable by passengers;
2.1.3 In the event that Air China’s stopover passengers who have interline flight tickets fail to board their subsequent connecting flights at the stopover airport due to any reason, we shall provide free hotel rest or accommodations to them.
2.2 Serving time
In case of flight delay of more than 4 hours (not accumulated), we shall provide free hotel rest or accommodations to passengers but the actual hotel rest time shall be no less than 2 hours.

3. Communication service standard
3.1 In case of abnormal flights due to reasons attributed to Air China, we shall provide no more than 5 minutes. of free phone call services to passengers who wait in the terminal and have communication needs.
3.2 We shall provide no more than 3 minutes of free phone call services to passengers who have been already arranged their hotels.