FAQ
Before Booking
Searching for Flights
Billing and Confirmation
Post-Booking
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How do I view my flight booking records?
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What do I need to check in to my flight?
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What is the latest check-in time?
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What types of identification can be used for boarding?
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What should I do if the airline has no record of my booking
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What items will be checked for outbound passengers?
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What are the carry-on baggage regulations for domestic flights?
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What are the free baggage allowances for domestic flights?
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What are the baggage compensation rules?
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What are the free baggage allowances for international flights?
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What happens if I need to change my flight arrangements?
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Are electronic tickets changeable, endorsable or refundable?
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What should I do if my paper tickets are lost or stolen?
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What are my options if the airline moved my flight to a time that is not
convenient for me?
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What should I do if my flight is cancelled, delayed, or overbooked?
Post-Booking
Booking records, flight check-in, luggage allowance
1. How do I view my flight booking records?
Once you have successfully signed in, click My eLong along the top of any page
on the eLong website. Simply click on the flight booking records link to review
your itineraries.
2. What do I need to check in to my flight?
To check in to your flight, you must present your valid ID and paper ticket. If
your ticket is an e-ticket, simply show your valid ID at the designated
e-ticket counter of the airline. Valid IDs include People's Republic of China
Resident IDs, Passports, Home-Visiting Certificates for Compatriots from Hong
Kong and Macao, Taiwan Compatriot Travel Certificates, Residence Permits, and
Travel Permits. When buying infant or child tickets, a valid certificate with
the birth date of the infant or child must be provided. Passengers with serious
illnesses are required to present the written permission of his/her physician
for the airline boarding approval. Please check with the airline for policies
on special requests.
3. What is the latest check-in time?
The check-in process of most airlines stops 45 minutes before departure. eLong
strongly advises passengers to arrive at the airport at least 90 minutes before
departure. For international roundtrip tickets, passengers should contact the
airlines to confirm the return flight 72 hours before take off. Allow more time
if you have special requirements.
4. What types of identification can be used for boarding?
Valid IDs that can be used for boarding are the same valid IDs used for
checking in. These include People's Republic of China Resident IDs, Passports,
Home-Visiting Certificates for Compatriots from Hong Kong and Macao, Taiwan
Compatriot Travel Certificates, Residence Permits, and Travel Permits.
Passports, departure cards and other related documents may also be required for
international flights.
5. What should I do if the airline has no record of my booking?
Please call us at 400-810-1119 (in Mainland China) or 0086-10-58299309
(in other areas around the world) to verify that all the flight information you
have on record are correct. We advise you to keep the details of your booking
and double-check the dates of your departure to ensure you have the correct
flight and departure time.
6. What items will be checked for outbound passengers?
Outbound passengers or passengers leaving Mainland China are required to
present their passports, departure cards and other related documents.
7. What are the carry-on baggage regulations for domestic flights?
For domestic airlines, First Class passengers can take 2 pieces of carry-on
baggage. Business Class and Economy Class passengers can take 1 piece of
carry-on baggage. Each carry-on baggage should be no larger than 20*40*55cm and
no heavier than 5kg.
8. What are the free baggage allowances for domestic flights?
For adult and child passengers, the free baggage allowance for each passenger
is 40kg for First Class ticket holders, 30kg for Business Class ticket holders,
and 20kg for Economy Class ticket holders. There are no free baggage allowances
for infant tickets.
9. What are the baggage compensation rules?
The maximum compensation rate for lost or damaged baggage is RMB 50/kg.
If the baggage value is lower than RMB 50/kg, the compensation will be made
according to the actual loss.
If the baggage value is higher than RMB 50/kg, passengers need to claim the
baggage value (up to RMB 8,000/kg). The compensation will be made according to
the claimed value deducted by 0.5% of the amount over the maximum compensation.
The complete amount of overweight fees will be returned.
10. What are the free baggage allowances for international flights?
There are two common standards of free baggage allowances for international
flights. Standard 1: First Class 40kg (88 lb.), Business Class 30kg (66 lb.),
Economy Class 20kg (44 lb.).
Standard 2: Each passenger may have 2 pieces of free baggage. For First Class
and Business Class, the weight of each piece should be less than 32kg and the
dimensions (LWH) of each piece should not exceed 158cm. For Economy Class, the
LWH of the 2 pieces of baggage cannot exceed 273cm.
For both standards, no free baggage allowances are given for infant tickets.
Please use these regulations as a guideline only. Airlines may decide to change
their regulations as they see fit.
Changes, cancellations, refunds, lost tickets
1. What happens if I need to change my flight arrangements?
To change or cancel your flight, please call 400-810-1119 (in Mainland China)
or 010-6432999 ext.6 (anywhere else in the world). The change or cancellation
is free of charge if your tickets have not yet been issued. For tickets already
issued, fees may be incurred according to applicable airline regulations and/or
ticket policies. The policies for reroutes and refunds differ among airlines
and classes. We advise you to understand the terms and conditions of your
tickets before making the purchase.
2. Are electronic tickets changeable, endorsable or refundable?
The terms and conditions of your tickets are not dependent on whether these are
paper tickets or e-tickets. The restrictions apply according to the ticket
price and ticket type you purchased.
3. What should I do if my paper tickets are lost or stolen?
Passengers can report lost tickets at the original ticketing agency, another
agency authorized by the airlines, or any airline ticket office. When you
report a lost ticket, you need to submit your valid ID. If the claimer is not
the passenger, the passenger's written authorization and the valid ID of both
the passenger and the claimer are required. The claim should be in written form
with a detailed description of the loss. You also need to fill out the Lost
Ticket Form and present a certificate issued by the local Public Security
Bureau.
Airline schedule changes, delays, airline cessation
1. What are my options if the airline moved my flight to a time
that is not convenient for me?
We strongly recommend that you contact the airline directly on the day of
departure to verify the status of your flight. In case of flight change, check
your ticket policy and find out if you can choose another flight by the same
airline at no additional cost. The airline offerings may depend on the reason
of the flight change. As a rule of thumb, airlines bear no responsibility for
weather changes, political uprisings, and other situations beyond their
control.
2. What should I do if my flight is cancelled, delayed, or
overbooked?
In the event of a flight disruption on the day of the flight, see an airline
representative for instructions immediately. Each airline has its own policies
for handling disruptions. If you wish to change your flight to another day, you
may call us at 400-810-1119 (in Mainland China) or 010-58299309 (anywhere
else in the world) to seek other viable options.
