Version 2.0 2019 Welcome Address TABLE OF CONTENTS

Welcome Address Joining Our Program 2 · Ticketing 15 Welcome to join the PhoenixMiles frequent flyer program. · You can become a member through any of the · Use 16 PhoenixMiles is a frequent flyer program conceived by Air family carriers following approaches 2 · Flight irregularities or involuntary downgrade 17 including , , Airlines, Air , Managing Your Account 3 · Date changes 18 Airlines, Air China Inner Mongolia. PhoenixMiles allows you to earn mileage · Personal Information 3 · Rules on award tickets/ class upgrades on from all over the globe. · Password 4 Air China family carriers 19 · Alienees 4 · Mileage required for award tickets/ class upgrades This Manual provides an introduction to the PhoenixMiles program and · Membership Card 5 on Star Alliance carriers 23 outlines the terms and conditions for earning and redeeming mileage. Earning Mileage 6 · Receiving award tickets from other partner carriers 28 · About mileage 6 · Service charges 29 · Earning mileage from partners 8 · Redeeming mileage 30 · Earning mileage from non-airline partners 10 PhoenixMiles Junior Card 31 · Claiming mileage for past flights 10 Communications 32 Elite Membership Upgrade & Renewal 11 Important Information 32 · Qualifying Criteria 12 Data Protection 33 Redeeming Mileage 14 Legal Matters 34 · Account requirements 14 Attached Tables 35 · Provisional bookings 14 Contact Us 36 · Flights 15 HOENIXMILES MEMBER’S GUIDE

Joining Our Program Managing Your Account

If you often fly with Air China family carriers or purchase services from PhoenixMiles partners, Personal Information joining the PhoenixMiles program will allow you to enjoy a range of awards and benefi ts. Any person ● Your account will be created using the true and detailed personal information that you provide, including your name (both in Chinese aged 12 and over is entitled to become a PhoenixMiles member. Children aged between 2 and 12 can and English), ID number, date of birth, nationality, home and work address, post code, email address, landline number and mobile become PhoenixMiles Junior members. phone number. ● Your ID number and mobile phone number are important information for authentication to log in to self-service channels such as the PhoenixMiles offi cial website and the Air China APP. Correspondence from PhoenixMiles will be sent to your email address or You can become a member through any of the following approaches: mailing address. Please keep this information up-to-date to ensure that your account stays secure and that you can continue to 1. PhoenixMiles offi cial website htt p://www.phoenixmiles.com; htt p://ff p.airchina.com.cn; receive correspondence. 2. Air China APP; ● If you need to change your ID number, name or other important details, please contact a PhoenixMiles member services centre. All 3.Air China WeChat account; other personal details may be changed through the PhoenixMiles offi cial website or Air China APP. 4. Offi cial websites of Air China family carriers; ● When you purchase or fly on flights operated by Air China family carriers, if you have added your travel documents to your PhoenixMiles account, we will automatically identify your membership and provide you with the services at the corresponding level 5. Representative offi ces or ticketing offi ces of Air China family carriers; and automatic mileage accrual. The mileage credited to a PhoenixMiles account through the “Automatic Membership Identifi cation” 6. Non-airline PhoenixMiles partners. function may not be canceled. ● If you wish to accrue mileage to the membership account of another airline or no longer receive the membership service from PhoenixMiles, please turn off the “Automatic Membership Identifi cation” function through the PhoenixMiles offi cial website or Air China APP, and we will stop providing automatic mileage accrual and the services at the corresponding level from the next day. Please operate with caution. ● Each change made to the sett ing of “Automatic Membership Identifi cation” will take eff ect on the following day, and is inapplicable to the tickets that have already been purchased. ● If you fi nd the membership card number indicated on the boarding pass diff erent from your choice, please contact our check-in staff to make alternation.

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Password Membership Card ● Your initial account password is the last six digits of your membership card number. This password cannot be used to log in to your ● The PhoenixMiles membership card is a physical card featuring your membership details, including your card number and name account on the PhoenixMiles official website, change your personal information or redeem mileage. in English. The design of the card depends on your membership level. Membership cards are only provided to PhoenixMiles Elite ● If you registered on the PhoenixMiles official website and Air China APP, you may use the password that you entered during members and PhoenixMiles Junior members (not including PhoenixMiles Standard members). registration to redeem mileage. You can also change your password at any time. ● All members (including PhoenixMiles Standard members) can view or download an electronic membership card (e-card) via the Air ● To change or retrieve your password, visit the PhoenixMiles official website or use the Air China APP. China APP or the Air China WeChat account. Your e-card features your membership details, including your card number, name in ● If the information you provide does not meet the requirements or cannot be verified, you will not be able to change your password English and membership level. via the PhoenixMiles official website or the Air China APP. To change your password, take your PhoenixMiles membership card (or a photo of your membership card) and the original copy of your ID to your nearest representative or ticketing office of Air China (or Air China family carrier). ● For security reasons, do not choose a password with six consecutive or identical numbers (e.g. 123456 or 111111).

Alienees ● You can use your mileage to purchase award tickets and class upgrades for other people (alienees). ● You can appoint up to 8 alienees. Alienees cannot be companies or other legal entities. ● To purchase an award ticket or class upgrade for an alienee, the nominee must be added to your account at least 60 days in advance. No fee is charged for creating a list of alienees and deleting alienees. 300 kilometres will be deducted from your mileage balance for each subsequent addition of alienees. ● To avoid mileage being deducted from your account or alienees taking effect too late, we recommend that you add all of your alienees when you create the alienee list.

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Earning Mileage

You can earn mileage by purchasing products and services from our numerous partners. For example, you can earn mileage when ● Redeemable mileage: The mileage you have earned by taking flights operated by Air China family carriers, Star Alliance member you take a fl ight, stay in a hotel, rent a car, use your credit card, make phone calls or purchase a package holiday. You also earn bonus airlines or non-Star Alliance member airlines, purchasing at non-airline PhoenixMiles partners (excluding special merchants), or mileage by taking part in our promotional off ers. participating in the PhoenixMiles promotional off ers, which can be used to redeem awards. Please read the following section about earning mileage carefully. It contains important information on how to earn and use mileage. ● Validity of redeemable mileage: “Mileage validity” for short, it refers to the term from the month of departure or purchase to the month when the mileage expires. You can redeem your mileage at any time during this period. Mileage will automatically be deleted About mileage from your account aft er it expires. Glossary ● Qualifying mileage: Mileage earned through flying that is used to count toward your membership upgrade and renewal. Eligible General terms fl ights are those operated by an Air China family carrier under a Star Alliance member airline code or Air China family carrier code, or ● Mileage is calculated in kilometres. any Star Alliance member carrier’s operating fl ights codeshared with any other airline. Flights with Star Alliance Connecting Partners ● When purchasing a ticket, checking in for a fl ight, or using products and services from a non-airline partner, please present your are excluded. membership card or provide your membership card number. Always keep a photocopy of your ticket/ itinerary and the original copy ● Lifetime Platinum qualifying mileage: “Lifetime mileage” for short. This refers to all mileage accrued by travelling on fl ights operated of your boarding pass (or the receipt provided by our non-airline partners, excluding special merchants). by Air China family carriers and codeshared with any Air China family carrier aft er they joined the PhoenixMiles program. It is only ● You will receive a text message confi rmation when mileage is credited to your account (this service is only available for Mainland used for the assessment of upgrade to Lifetime Platinum Card and Annual Premium Lifetime Platinum Card. and China mobile numbers). You can check your mileage balance via the PhoenixMiles offi cial website, the Air China APP, the Air China joined PhoenixMiles on January 8, 2013. joined the PhoenixMiles brand on January 1, 2015. WeChat account or the member services hotline. has been a PhoenixMiles member carrier from January 8th,2013 to August 31st, 2019. ● Redeemable mileage is valid for 36 months from the month of departure or purchase. ● Qualifying segments: Segments accumulated while fl ying that are used to count toward your membership upgrade and renewal. ● Our airline and non-airline partners have diff erent policies on earning mileage that are subject to change from time to time. Changes Eligible segments are those operated by Air China family carriers under a Star Alliance member airline code or Air China family to these policies will be published on the PhoenixMiles offi cial website. carrier code, or some bookings operated by a Star Alliance member airline under any airline code, depending on the booking class. ● Only PhoenixMiles members can earn mileage by taking flights operated by Air China family carriers and partner airlines or Flights with Star Alliance Connecting Partners are excluded. purchasing at non-airline partners.

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Earning mileage from airline partners ● The mileage you earn for each flight depends on the distance between the origin and destination as calculated by the International Carrier shown on ticket ① Operating carrier Mileage earnings ratio Air Transport Association (IATA), as well as the operating carrier’s mileage earnings ratio for your booking class. Please note that

IATA distance figures are subject to change. Any carrier Star Alliance carriers ● For successful accrual, please make sure your travelling documents have been added to your membership account. Qualifying mileage and qualifying ②③ ● segments Air China family or Star Alliance Based on operating carrier’s Please provide your member number when booking flights and checking in. Your mileage and segments will be credited to your Air China family carriers carriers mileage policy for booking class account within two weeks after the flight is completed. ● Mileage can only be credited once the flight has been purchased and taken according to the itinerary and booking class listed on the Lifetime Platinum qualifying mileage Air China family Air China family ticket. The award, charter, designated flight and special offer tickets are not applicable to mileage accrual. ● Mileage is accrued based on the accrual ratio of the operating carrier on the date when the flight is taken. ● We do not accept mileage from other carriers’ frequent flyer programs. You cannot accrue mileage with more than one carrier for the ① The carrier shown on your e-ticket/ itinerary. If your flight is a code-share flight, the carrier code shown on your e-ticket will differ from the operating carrier code. same flight. The mileage cannot be removed from the account once credited. When purchasing a ticket or checking in, please specify ② Qualifying segments are applicable to some booking classes of Star Alliance carriers. the membership card number of the frequent flyer program from which you want to earn mileage. ③ This does not apply to Star Alliance Connecting Partners. ● In the event of an involuntary change to booking class, mileage will be calculated as per the original class. ● 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 policy. ● If any mileage is missing, please make a retro claim before the deadline to avoid missing out on redeemable mileage and membership level upgrades. ● Please note the code of the carrier/ operating carrier shown on your itinerary/ e-ticket. If the two codes are different, you may be not able to upgrade to PhoenixMiles Elite Member. Please see the table below for more information.

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Earning mileage from non-airline partners Elite Membership Upgrade & Renewal ● Our non-airline partners have their own mileage earnings policies. PhoenixMiles checks every day the qualifying mileage or segments in your fl ight record for the past 12 consecutive months. When ● To convert the purchase points you earn from our non-airline partners into mileage, please submit an application to the non-airline the qualifying mileage or segments reach our standards, you will become the Elite Member of PhoenixMiles at the corresponding partner. The mileage will be credited to your account within two months aft er your application. level. Except for the Lifetime Platinum Card and the Annual Premium Lifetime Platinum Card, which may be upgraded directly after ● You cannot earn mileage by purchasing at our special merchants. 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 Claiming mileage for past flights existing membership level. Prior to expiration, your existing Elite Membership Level is subject to the membership renewal assessment Airline partner mileage in accordance with the renewal standards for the existing level. Once you receive your new Elite card or e-card for your upgraded or Star Alliance Air China family Star Alliance Non-Star Alliance Non-airline partner mileage renewed membership, you may enjoy the Elite Membership services at the corresponding level. Elite Member must be at least 12 years of Connecting carriers carriers carriers Partners age. E-ticket; Boarding pass (original or photocopy) Proof of purchase As an Elite Member, you are entitled to exclusive benefi ts and services when fl ying with Air China, Air China family carriers and Star Required Alliance carriers, such as bonus mileage, priority on standby and reservation waiting lists, and access to airport lounges. documents Membership card number

PhoenixMiles offi cial website, Air China APP ① , Air China WeChat account ② , representative offi ces or ticketing offi ces of Air China —— How to apply family carriers ③ Partners PhoenixMiles Platinum hotline: 95583, PhoenixMiles Gold hotline: 95583, PhoenixMiles Member Services Centre 5 days to 6 months aft er Up to 12 months aft er the date of When to apply 14 days to 6 months aft er travel travel purchase NOTES ① Mileage for CX (), KA () and VS () flights cannot be claimed via the Air China APP. ② Mileage for Star Alliance carriers and NX (Air Macau) cannot be claimed via the Air China WeChat account. ③ Representative/ ticketing offices are only responsible for collecting required documents.

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Qualifying Criteria Level Silver Card Gold Card Platinum Card Level Lifetime Platinum card Annual Premium Lifetime Platinum Card ⑥

Sample Sample

Corresponding Star Alliance Star Alliance Silver Star Alliance Gold Corresponding Star Alliance Status Star Alliance Gold Status 1 million Lifetime Platinum mileage ③ / 2 million Upgrade Standards Annual 300,000 Lifetime Platinum mileage 40,000 qualifying mileage/ 25 80,000 qualifying mileage/ 40 160,000 qualifying mileage/ 90 Lifetime Platinum mileage ④ General Upgrade Standards qualifying segments qualifying segments qualifying segments From the date when the Annual Premium Lifetime Platinum Validity term aft er upgrade Lifetime Card takes eff ect to December 31 of the same year. Silver status for fi ve full years in Gold status for fi ve full years in Upgrade assessment cycle ⑤ From the date when the membership takes eff ect From January 1 to December 31 of the previous year Special Upgrade Standards ① — a row, and in compliance with a row, and in compliance with corresponding fl ight standards. corresponding fl ight standards. NOTES 35,000 qualifying mileage/ 23 70,000 qualifying mileage/ 36 145,000 qualifying mileage/ 80 Renewal Standards ① The Special Upgrade Standards take effect from April 1, 2014. If you are qualified for the same membership level for four full years in a row, and meet 70% of the qualifying segments qualifying segments qualifying segments upgrade2 threshold from January to December in the fifth year, you are eligible for a membership upgrade in March of the sixth year. Example: A member who retains the Silver status from January 2015 to December 2019 and accrues 70% of the mileage or segments required for a Gold upgrade from January to December 2019 will be upgraded to Gold member in March 2020. Validity term aft er upgrade From the month of the upgrade to the end of the 24th month thereaft er. ② If Elite Membership still remains after downgrade, its validity period is the same as that of Elite Membership after renewal. ③ From the date when Air China family carriers joined PhoenixMiles, take the flights operated by them using their own codes. Shenzhen Airlines and Shandong Airlines Validity term aft er renewal ② From the month following the one when the existing membership expires to the end of the 12th month thereaft er. joined PhoenixMiles on January 8, 2013. Air Macau joined the PhoenixMiles brand on January 1, 2015. Tibet Airlines has been a Air China family carrier from January 8th,2013 to August 31st, 2019. ⑤ Upgrade assessment cycle The previous 12 consecutive months, including the month when assessment starts. ④ From the date when Air China family carriers joined PhoenixMiles, take the flights operated by them using the code of any carrier in the family. Shenzhen Airlines and Shandong Airlines joined PhoenixMiles on January 8, 2013. Air Macau joined the PhoenixMiles brand on January 1, 2015. Tibet Airlines has been a Air China family Renewal assessment cycle ⑤ 12 consecutive months from the month prior to the one when the existing membership expires. carrier from January 8th,2013 to August 31st, 2019. ⑤ During assessment, only the existing flight record in your account is checked, and the flight dates must be within the assessment cycle. ⑥ Assessment takes place on January 1 every year, and you must be a Lifetime Platinum Card member before the date of assessment.

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Redeeming Mileage Flights ● Mileage can only be redeemed for award tickets or upgrades on scheduled nonstop flights operated by PhoenixMiles member You can use your mileage to purchase the following products: airlines and partner airlines. Codeshare and charter fl ights do not qualify. You cannot use mileage to redeem an upgrade on an award Tickets and class upgrades for fl ights operated by Air China family carriers. ticket. Tickets and class upgrades for fl ights operated by Star Alliance carriers. ● When using mileage to redeem award tickets/ upgrades, the fl ight airline code must be consistent with the operating airline code. Tickets for fl ights operated by Star Alliance Connecting Partners. The correct fl ight information of PhoenixMiles member airlines and partner airlines is shown in the booking system and in the award Tickets for fl ights operated by other partner carriers. search results. Products from the PhoenixMiles online store. Online orders can only be delivered to addresses in Mainland China. ● The number of award tickets/ upgrades available on each airline’s flights is limited. Please redeem your award ticket as early as Visit the PhoenixMiles offi cial website for details on how to spend your mileage. possible and avoid making changes.

Ticketing Account requirements ● You are required to pay all taxes and surcharges for award flights of Air China family and partner carriers, including any fees for ● You are entitled to redeem for non-fl ight awards once you become our member. However, you must complete at least four qualifying changing your booking. segments before you can redeem your mileage for fl ight tickets/ upgrades. ● When using mileage to purchase an award fl ight for children or infants, the required mileage is the same as for adults. ● Mileage used to purchase fl ight tickets/ upgrades must belong to the same account and be adequate for redemption. ● When redeeming award tickets/ upgrades, you must confi rm the booking details (passenger information, itinerary, fl ight number, ● Alienees will become valid aft er 60 days from the date of addition. travel dates and booking class), and ensure that the seat has been booked successfully. ● Award tickets and class upgrades cannot be requested by passengers of group tickets and their alienees. Provisional bookings ● Mileage fares may vary depending on peak and off -peak seasons, routes, carriers, dates and booking classes. ● You can make a provisional booking when redeeming mileage for fl ights on Star Alliance carriers. If the booking is made more than ● Passengers requiring special services (such as unaccompanied minor and wheelchair services) also qualify for award tickets (except 96 hours before departure, the ticket must be issued within 72 hours. If the booking is made less than 96 hours before departure, the passengers requiring a stretcher). Please ensure that you read the carrier’s requirements on special services before using your ticket must be issued within 24 hours. mileage to purchase award tickets. Aft er purchasing a ticket, contact the carrier’s local ticketing offi ce to book your desired service. ● We will provide carriage only to the passenger named in the ticket. All passengers must present a valid form of identification indicated in the booking.

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Use Flight irregularities or involuntary downgrade ● After purchasing an award ticket, travel must commence within one year. After travel commences, the ticket is valid for one year. ● For an award ticket/ upgrade (excluding the upgrades on flights operated by Star Alliance members) for flights carried by Air China or Unused tickets are valid for one year from the date of issue. Requesting a class upgrade does not affect the validity of the ticket. partners redeemed through your account, if the passenger receives a notice of early departure, delayed departure and cancellation ● When you request a class upgrade, mileage is earned based on the seat class that you purchased before the upgrade. of the scheduled flight, the passenger or you may request for involuntary refund of unused segments and mileage refund with a proof ● After purchasing an award ticket/ upgrade, you cannot change the passenger name or route, or rebook with another carrier, of flight irregularity issued by the airline. The mileage used to purchase the unused segments of the ticket will be refunded. including any Star Alliance and Air China family carrier. Mileage used to purchase an award ticket/ upgrade cannot be refunded to ● For an award ticket/ upgrade (excluding the upgrades on flights operated by Star Alliance members) for flights carried by Air your account. China or partners redeemed through your account, the passenger travels on the scheduled flight date. However, under involuntary ● Tickets must be used in order. Itineraries cannot be abandoned or used in reverse order. circumstances where the passenger flies in the class lower than the awarded class indicated on the ticket, the passenger or you may ● PhoenixMiles cannot change award tickets/ upgrades issued by airlines under other frequent flyer programs. request for the refund of mileage corresponding to the downgraded segments with a proof of downgrade issued by the airline after ● If a PhoenixMiles member changes the date of an award ticket flight with an Air China family or partner airline during the ticket all the tickets are used. validity period, the change will be processed in accordance with PhoenixMiles’ rules applicable to the date change of award flights. ● In the above case, the mileage is refunded to the account used for redemption, and the refunded mileage is valid from the date of For more information on charges, see the content under Date Changes. refund to the end of the 36th month thereafter. ● Taxes for unused flight segments can be refunded provided that the ticket is still valid. The mileage used cannot be refunded. ● If you are forced to change your travel plans due to the fault of the carrier, please contact any of Air China’s (or Air China family ● The tickets of award flights are sales tickets as well, which are processed as per the rules applicable to general sales tickets of each carriers) representative offices, ticketing offices or airport ground staff for assistance. airline, unless otherwise specified herein. ● For other rules of carriage, refer to the ticket regulations issued by Air China family carriers, including “Air China General Conditions of Domestic Carriage for Passengers and Baggage”, “Air China General Conditions of International Carriage for Passengers and Baggage”, “Shenzhen Airlines Passenger Services Guide”, “Shandong Airlines General Conditions of Domestic Carriage for Passengers and Baggage”, and “Shandong Airlines General Conditions of International Carriage for Passengers and Baggage”.

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Date changes Rules on award tickets/ class upgrades on Air China family carriers Payment Domestic International and The mileage required to purchase an award ticket or class upgrade depends on the flight distance. For domestic travel within Flight Change condition method tickets ① regional tickets Mainland China, there are four different zones based on the distance between the origin and destination released by the International Air China family carriers Air Transport Association (IATA). For international travel, there are 12 zones. Any changes made to these zones will be updated in our system and in the award search results. For more information on mileage fares, visit the PhoenixMiles official website. Star Alliance carriers 100 RMB (or 300 RMB (or foreign Award tickets foreign currency currency equivalent) Cash Star Alliance Connecting Partners Before the ticket expires equivalent) per per change and per change and per ticket ② Non-Star Alliance partner carriers ticket ② Zones for domestic flights within Mainland China Zones for Air China’s domestic routes Air China, Shenzhen Airlines, Shandong Class upgrades Airlines, Air Macau, Tibet Airlines Flight distance (km) Example routes Region Provinces/ cities

Before flight departure For each flight segment, the change fee is Northeast Liaoning, Jilin, Heilongjiang Air China, Shenzhen Airlines, Shandong and the ticket expires; -Baotou, Beijing-Weihai, - Mileage Award tickets 10% of the mileage required for a 1/2 roundtrip (A1) 0-800 Airlines only one change is flight in your booking class permitted. North Beijing, , Hebei, , Inner Mongolia Beijing-, Beijing-, Shanghai- (A2) 801-1,200 East Shanghai, Shandong, , Jiangxi, Anhui, 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 change for award tickets/ Beijing-, Chengdu-Shanghai, South , , Hunan, , , Guangxi (A3) 1,201-2,000 upgrades apply. Chengdu- ② Each ticket is distinguished by a ticket number. For multiple tickets with consecutive numbers, each ticket number is considered a ticket. Northwest Shaanxi, , , Xinjiang,

(A4) Above 2,000 Beijing-, Beijing- Southwest , , , , Tibet

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Zones for international and regional flights Award tickets

Zone Region Major countries/ regions/ cities ● Open-jaw tickets (the destination and/or the origin are not the same in both directions) are permitted for domestic and international round-trips with the same carrier. However, the destination and return origin must be in the same country A Mainland China Beijing, Shanghai, Guangzhou, Qingdao, Xi’an, etc. (except Hawaii). For domestic travel, the destination and return origin must be in the same zone (see “Zones for Air China’s domestic routes” for details). For example, you can use your mileage in exchange for a round-trip award ticket from Beijing- B , Macau, Hong Kong, Macau, and Taiwan of China San Francisco/Los Angeles-Beijing or Beijing-Harbin/Dalian-Beijing. C North Asia , , North Korea, Mongolia ● If a round-trip contains flight segments across different zones or with different seat classes, the total mileage required to purchase an award ticket is half of the sum of the round-trip mileage fares for each of the flight segments. If a round- D Southeast Asia , , Myanmar, Indonesia, Vietnam, etc. trip contains flights on different carriers, the total mileage required to purchase an award ticket is the sum of the one-way E South Asia mileage fares for each of the flight segments. ● For a round-trip award ticket on Air China family carriers, up to 8 flight segments are allowed. If the award ticket contains F Europe Russia, France, UK, Germany, Italy, etc. two flight segments, the destination city of the first segment must be the departure city of the second segment. G Oceania Australia, New Zealand ● Mileage fares may vary depending on peak and off-peak seasons, routes, carriers, dates and booking classes. ● For more information on mileage fares, visit the PhoenixMiles official website. H North America US, Canada

I South America Brazil

J Central America, Caribbean Cuba

K Hawaii Hawaiian Islands, US

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

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Mileage required for award tickets/ class upgrades on Star Alliance carriers

Class upgrades Star Alliance zones ● You can only upgrade to the next available class. That is, Economy Class (including Super Economy Class) can be upgraded to Zone Range Major countries/ regions/ cities on the same flight, or Business Class may be upgraded to First Class on the same flight. If a flight only has Economy and First class seats, you may upgrade from Economy to First class. The mileage required for such an upgrade is the number of A Mainland China kilometres required for an upgrade from Economy Class to Business Class plus the number of kilometres required for an upgrade from Business Class to First Class. B Hong Kong, Macau and Taiwan ● For a ticket with more than one segment, please purchase a class upgrade for each segment respectively. C North Asia Japan, North Korea, South Korea and Mongolia ● If there are 2 or more passengers in the same booking record, all passengers will be upgraded by default. ● After receiving an award upgrade, the mileage you earn is based on the class you booked when you purchased your ticket. The D Southeast Asia Brunei, , Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand, Vietnam ticket expires on the date indicated on your original booking. If you reschedule your flight with another carrier, you will be seated Armenia, Azerbaijan, Bangladesh, Bhutan, India, Kyrgyzstan, Maldives, Nepal, Pakistan, Sri Lanka, Tajikistan, E South Asia in the class you booked when you purchased your ticket. Any mileage deducted for class upgrades will not be refunded to your Uzbekistan account. Date change after receiving an award class upgrade is permitted within the validity period of your original ticket (provided Albania, Andorra, Austria, Belarus, Belgium, Bosnia, Herzegovina, Bulgaria, Croatia, Cyprus, Denmark, Estonia, that seating is available). Change fees are charged based on your upgraded class. You are required to pay any additional taxes and Finland, France (excluding Guadeloupe and Martinique), Macedonia, Georgia, Germany, Greece, Hungary, Ireland, Italy, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands (excluding surcharges arising due to class upgrades. F Europe Netherlands East Indies), Norway, Poland, Portugal (excluding Madeira), Romania, Russia, Serbia, Slovakia, ● Mileage fares may vary depending on peak and off-peak seasons, routes, carriers, dates and booking classes. Slovenia, Spain (excluding Canary Islands), Sweden, Switzerland, Turkey, Turkmenistan, United Kingdom, ● For more information on mileage fares, visit the PhoenixMiles official website. Ukraine

Australia, Cook Islands, Fiji, French Polynesia, New Caledonia, New Zealand, Papua New Guinea, Norfolk G Oceania Available seat classes Island, Samoa, Tonga, Vanuatu ● Seat classes available for upgrade vary among Air China family carriers. For more information on class upgrades, please visit PhoenixMiles official website.

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Award tickets Zone Range Major countries/ regions/ cities ● For travel within one zone, open-jaw itineraries (the destination and/or the origin are not the same in both directions) are permitted, H North America Canada, United States (including Guam and Mariana Islands) but the destination and return origin must be in the same country. For travel between zones, one stopover is allowed in the zone of the origin and the zone of the destination in each travel direction. Open-jaw tickets are also permitted, but the destination and return I South America Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela origin must be in the same country. 10,000 kilometres are deducted from your account for each stopover or transfer, regardless of your seat class. Antigua, Barbuda, Aruba, Bahamas, Barbados, Belize, Bermuda, Cayman Islands, Costa Rica, Cuba, Dominican ● After purchasing a round-the-world award ticket, you may only travel across three IATA zones (TC1, TC2 and TC3) in the same Central America, Republic, El Salvador, Grenada, Guadeloupe, Guatemala, Haiti, Honduras, Jamaica, Martinique, Mexico, the J direction. You can include up to two stopovers (including transfers) in each zone, up to a maximum of five stopovers (including Caribbean 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 transfers) for the entire journey. Up to eight flight segments are allowed for the entire journey. Open-jaw itineraries are permitted, but the destination and return origin must be in the same country. If your itinerary contains different booking classes, the mileage K Hawaii Hawaiian Islands deducted from your account is based on the highest booking class. ● Award tickets are not available on the flights operated by the following aircrafts of : B777-300ER, A-380 and A340- Angola, the Gulf of Benin, Botswana, Burkina Faso, Bahrain, Burundi, Cameroon, Canary Islands, Cape Verde, 500. Central African Republic, Chad, Cote d’Ivoire, Congo (Kinshasa), Djibouti, Equatorial Guinea, Eritrea, Ethiopia, ● For more information on mileage fares, visit the PhoenixMiles official website. Egypt (Arab Republic of Egypt), Gabon, Gambia, Garner, Guinea Bissau, Iran, Israel, Jordan, Kuwait, Kenya, L Middle East, Africa Lebanon, Lesotho, Libya, Madagascar, Madeira, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Oman, Rwanda, Qatar, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, Sultan, Syria, Tanzania, Togo, Tunisia, Uganda, United Arab , Yemen, Zambia, Zimbabwe

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Class upgrades ● You can use mileage to obtain an upgrade for you and your alienee on some Star Alliance-coded, Star Alliance- ● In the same booking record, up to four PhoenixMiles members may apply for a class upgrade at the same time. operated flights. After receiving an upgrade, you are entitled to the benefits applicable to the new travel class, Mileage can be deducted from up to four accounts, but the number of accounts from which mileage is deducted including check-in priority, lounge access and free baggage allowance. cannot be larger than the number of members who apply for an award class upgrade. The redeemable mileage in ● Award class upgrades are not available on the flights operated by the following aircrafts of Singapore Airlines: B777- each account shall be adequate to purchase an upgrade for at least one passenger. A separate upgrade request 300ER, A-380 and A340-500. must be submitted for each flight segment. All passengers in the same booking record must be upgraded. If there ● Group discount tickets, award tickets and AD/ID tickets do not qualify for award class upgrades on Star Alliance are more than 4 passengers in a booking, or some passengers do not request an award class upgrade, the operating flights. carrier will place the passenger(s) requesting an award class upgrade in a separate booking. ● To request an award class upgrade on Star Alliance flights, visit the PhoenixMiles official website. ● To make changes to your booking after receiving an award class upgrade, please contact the operating carrier. If ● The deadline for requesting an award class upgrade on Star Alliance flights is subject to the rules of the operating the carrier makes changes to your booking or downgrades your booking class, the mileage deducted from your carrier. Usually, you are expected to make the request at least 24 hours or 7 days before departure. Visit the website account for award upgrades will be refunded. of the operating carrier for details. ● The eligibility of infants, passengers with pets and unaccompanied minors for class upgrades depends on the ● The booking classes available for upgrade from Economy Class is subject to what is displayed on the website of the regulations issued by the operating carrier. operating carrier. ● Special requests (such as choosing a seat or requesting a wheelchair or special meal) must be made again after ● Award class upgrades are subject to the availability of award seats on the operating carrier. Wait list is not provided receiving your award class upgrade. for award class upgrades. You can only be upgraded to the next higher class of service. If your flight only has First ● After receiving an award class upgrade, mileage is earned based on your original booking class. The seat reservation class and Economy class seats, you can be upgraded from Economy class to First class. in your original booking class will be canceled. ● You must pay any additional taxes and fees arising from class upgrades. Examples of such taxes and fees include Air Passenger Duty collected from passengers departing from British airports and Air Passenger Solidarity Tax collected from passengers departing from French airports. ● For more information on mileage fares, visit the PhoenixMiles official website.

26 27 HOENIXMILES MEMBER’S GUIDE

Receiving award tickets from other partner carriers Cathay Pacific/ Cathay Dragon zones Region Country Tibet Airlines award tickets Asia Philippines, Malaysia, Singapore, Thailand, Indonesia, India, Pakistan, Sri Lanka (excluding China, Japan and South Korea) Applicable routes: Award tickets are available for all scheduled flights operated by Tibet Airlines, including one-way and round-trip award tickets, and class upgrades. Middle East United Arab Emirates, Bahrain, Saudi Arabia For more information on mileage fares, visit the PhoenixMiles official website. Southwest Pacific Australia, New Zealand

Europe United Kingdom, Italy, France, Germany, Netherlands Cathay Pacific/ Cathay Dragon award tickets North America US, Canada Applicable routes: Award tickets are available for all scheduled flights operated by Cathay Pacific and Cathay Dragon, including one-way and round-trip award tickets. award tickets Cathay Pacific and Cathay Dragon code-share flights with other carriers are not included. Applicable routes: Round-trip itineraries on B7-coded, UNI Air-operated flights. Class upgrades and Elite Member services are excluded. For more information on mileage fares, visit the PhoenixMiles official website. For more information on mileage fares, visit the PhoenixMiles official website. Virgin Atlantic award tickets Applicable routes: One-way or round-trip itineraries from London Heathrow (LUR) to Shanghai Pudong (PVG) on VS-coded, Virgin Atlantic-operated flights. For more information on mileage fares, visit the PhoenixMiles official website.

Service charges Service Lifetime Platinum/ Platinum/ Gold Silver Junior Card replacement Free 800 km

28 29 HOENIXMILES MEMBER’S GUIDE

Redeeming mileage

PhoenixMiles Representative offices PhoenixMiles Junior Card Award PhoenixMiles official Air China APP or ticketing offices of Eligibility Redemption method hotline website Air China family carriers ● PhoenixMiles Junior membership is designed for children aged 2-12. Membership applications may be submitted through the PhoenixMiles official website or Air China APP. Each Junior member card must be linked to the card of an adult PhoenixMiles Award tickets of Air China family Air China fl ights √ √ carriers √ member, who is also the child’s guardian. Each Junior member can only be linked to one person. Class upgrades on Air China ● Junior members earn 50% of an adult’s mileage for each fl ight. Mileage is valid for 36 months aft er the date of departure or date of —— —— √ √ family carriers purchase. Award tickets of Star Alliance Award tickets for —— √ √ ● Mileage can be redeemed for award tickets, class upgrades and products in the PhoenixMiles online store. carriers eligible fl ights ● Valid mileage can be transferred to a Junior member account linked to an adult account. The mileage will be valid for 12 months from Class upgrades on Star Alliance Guidance provided You or your valid √ —— —— carriers by Air China staff alienees the date when it is transferred. You can cancel the mileage transfer aft er the 12 month validity period via the PhoenixMiles offi cial Award tickets of Star Alliance website. —— —— √ √ Connecting Partners ● When a Junior member reaches 12 years of age, he/ she will no longer be linked to an adult account and mileage cannot be Award tickets of other partner transferred. —— —— √ √ carriers ● The adult account linked to a Junior member account can only be changed once such linkage lasts over six months. If mileage has Date changes to award tickets ③ —— —— √ √ been transferred from the adult to the Junior account, the adult account can only be changed once the mileage transfer is canceled. Products from PhoenixMiles √ √ —— —— No restrictions ● The rules on mileage redemption are the same as for adult members. online store ④ ● Junior members cannot be upgraded to a higher membership level. When Junior members reach 12 years of age, they will NOTES automatically become PhoenixMiles members. 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 ● If a child is registered as an adult member due to the failure to fi ll in date of birth at the time of registration, the child must re-register password. When appointing a third party to redeem mileage on your behalf, the appointee must present the original copy of his/ her ID. with his or her personal information. The mileage earned may be transferred to the newly registered Junior account, and the original 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. adult account will be closed. 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 ● Unless otherwise specifi ed, the rules that apply to PhoenixMiles members also apply to Junior members. only be delivered to addresses in Mainland China.

30 31 HOENIXMILES MEMBER’S GUIDE

Communications Data Protection

● For up-to-date information on mileage, visit the PhoenixMiles official website or use the Air China APP and Air China WeChat ● Your personal data (membership data) includes: data on your membership; data on mileage accrual or mileage redemption in your account. You can also contact the PhoenixMiles hotlines, or any of the representative/ ticketing offi ces of Air China family carriers, member account; data you voluntarily provide; data collected when we provide you with membership services; data collected at the or refer to the mileage bill. time when you contact with the partners of Air China family carriers in other ways. ● PhoenixMiles offi cial website: Log in to manage your account and view our latest news and off ers. ● In this Manual, your personal data is processed for the following purposes: to provide you with membership services, including ● Mileage bill: You can view your mileage bill via the PhoenixMiles offi cial website or the Air China APP. You will also be sent a monthly but not limited to lounge services, mileage accrual and redemption; to comply with laws and regulations, and the requirements mileage bill detailing your balance, transactions and our latest promotions, provided that you’ve registered a valid email address. of all regulatory/ law enforcement agencies; to carry out system testing, development and maintenance; to maintain customer ● E-magazine: It is an electronic magazine prepared by PhoenixMiles, off ering the latest information on the products and services of relationships; to perform personal data analysis, marketing and market research; other purposes permitt ed by laws and regulations Air China family carriers, as well as special promotions, for easy and diverse travels. Aft er registering on the PhoenixMiles website, or with your consent. E-magazine will be sent to you every month via email. You may also log in to the PhoenixMiles offi cial website or the Air China APP to ● To achieve the purposes above, you will agree that: download our E-magazine. Your membership data may be provided to the partner airlines and other partners, data processors of Air China family carriers and other third parties; your membership data may be transmitt ed to other countries/ regions, where there may be no legislation for data protection. Important Information ● When registering as a PhoenixMiles Member, you have the right to choose whether you agree to accept the membership inquiry services such as mileage bill and E-magazine mentioned herein. Aft er giving your consent, you still have the right to revoke it through Each passenger is allowed to apply for one PhoenixMiles account only, which is used for mileage accrual, redemption and the PhoenixMiles offi cial website - My Account - Account Management. Aft er revocation, you will no longer receive membership membership upgrade. Always ensure that your account information is up-to-date and keep your password confi dential. inquiry services such as mileage bill and E-magazine. ● Furthermore, you have the right to cancel your personal PhoenixMiles account through the PhoenixMiles official website - My Account - Account Management - Permanently cancel my account. Upon cancellation, your membership will be terminated and you will no longer enjoy any membership benefi ts and services as prescribed by the PhoenixMiles frequent fl yer program. ● You may check the privacy policy through the offi cial websites of Air China, Shenzhen Airlines and Shandong Airlines.

32 33 HOENIXMILES MEMBER’S GUIDE

Legal Matters Attached Tables ● PhoenixMiles reserves the right to terminate or change the terms of this program at any time without prior notice, even if such Star Alliance carriers Non-Star Alliance partners changes or termination may aff ect your right to earn mileage or receive awards. ● Please let us know as soon as possible if you change your mail/ email address. Air China shall not be held responsible for any loss, Logo Code Name in English Logo Code Name in English Logo Code Name in English delay or expiration of correspondence arising from your failure to provide the correct address. A3 LO LOT Polish Airlines B7 UNI Air ● You are responsible for keeping your password confi dential. We shall not be liable for any losses that arise if your account is compromised. AC LH Luft hansa CX Cathay Pacifi c ● In the event that you violate the terms or rules of this program, including selling mileage, providing false documentation (such as fl ight evidence or card number of others) or taking advantages of the membership of others to make profi ts, PhoenixMiles reserves CA Air China Limited SK KA Cathay Dragon

the right to take the following measures at its own discretion: request compensation from you for any losses incurred by Air China, AI ZH Shenzhen Airlines VS Virgin Atlantic terminate your membership, cancel the mileage accrued, ask you to reimburse the cost of any used award tickets and any other associated legal and court fees, and to compensate for the resources used at the time of illegal profi t-making at current prices. In NZ SQ Singapore Airlines TV Tibet Airlines addition, if you violate any of the rules and regulations listed herein, Air China reserves the right to take legal action against you, NH ANA SA request compensation, and terminate your membership. OZ LX SWISS Air China family carriers ● PhoenixMiles strives to ensure that members can enjoy all disclosed member benefi ts but reserves the right to suspend or withdraw benefi ts due to limited availability or changes. OS TP TAP Portugal Logo Code Name in English ● In the event that any content herein is found to be in confl ict with any applicable law, the applicable law shall prevail. AV and TACA Airlines TG International CA Air China Limited ● The original version of this Manual is published in Chinese. In the event of any discrepancies between the Chinese version and this version, the Chinese version shall prevail. SN TK ZH Shenzhen Airlines ● Any dispute arising out of or in connection with this program shall be resolved through arbitration by the Beijing Arbitration CM UA United SC Shandong Airlines Committ ee (BAC) under BAC rules in accordance with the laws of the People’s Republic of China (excluding the laws of the Special OU NX Air Macau Administrative Regions of Hong Kong and Macau or the provisions in the region of Taiwan). ● This Manual replaces all previous versions. If information herein conflicts with information on the PhoenixMiles website, the MS EGYPTAIR Star Alliance connecting partners CA information on the PhoenixMiles website shall prevail. ET Logo Code Name in English CA Inner Mongolia Airlines ● This Manual enters into eff ect on October 1, 2019. BR EVA Air HO Juneyao Airlines CA Beij ing Airlines Version No. on Back Cover: Version 2.0 2019

34 35 Contact Us

PhoenixMiles PhoenixMiles Member Services Air China Call Center official website Center Beijing Tel: +86-10-95583 htt p://www.phoenixmiles.com Tel: +86-10-95583 or 4006-100-666 Fax: +86-10-95583-1-0 htt p://ff p.airchina.com.cn Fax: +86-10-59281560 Email: ff [email protected] Air China Call Center Europe PhoenixMiles Member Services Center Shenzhen Tel: +800-86-100-999 (from landlines) Fax: 0049-52-418-089-888 Tel: +86-10-4008-808-666 Fax: +86-755-86335468 Air China Call Center Email: [email protected] North America

PhoenixMiles Member Services Tel: +1-800-882-8122 Center Fax: +1-310-322-1133

Tel: +86-531-95369-3

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