-
-
Check-in Counters and Boarding Gate Closing Time
-
-
Passenger Health Advisory for Air Travel
-
-
Information for Passengers with Visual or Hearing Impairments
I. Eligibility
We are committed to providing necessary assistance to passengers with visual impairments (including partial sight or blindness) or hearing impairments in both ears.
II. Applicable Routes
This service is available only on flights operated by China Eastern Airlines or Shanghai Airlines and bearing China Eastern or Shanghai Airlines flight numbers.
Special Notice: Due to policies issued by the U.S. Centers for Disease Control and Prevention (CDC), we have temporarily suspended the acceptance of dogs on flights to the United States. China Eastern will continue to communicate with the CDC in an effort to resume the above service as soon as possible. We sincerely apologize for any inconvenience caused and appreciate your understanding.
III. Application Channels
China Eastern ticket offices
Customer Service Hotline:
Official Website / Mobile App / Mobile Website
IV. Documents Required for Application
Application Form for Special Assistance Passengers
V. Documents to Be Presented at Check-in (Printed Copies Required)
Application Form for Special Assistance Passengers (two copies)
VI. Check-in
Passengers are advised to arrive at the departure airport and complete check-in procedures at least 120 minutes prior to the scheduled departure time.
VII. Other Requirements:
(1) Airport assistance
Assistance boarding and disembarking:
Our staff will be happy to assist you with boarding, disembarking, and transiting.
assenger seating arrangements:
We try our best to accommodate all seating arrangements. It is our responsibility to provide you with seats in the cabin class you have purchased.We will be happy to show you extra care in the following situations:
Passengers can be seated next to those accompanying them.
Passengers with limited mobility may be accommodated in any eligible seat or, if requested, in a seat better suited to their mobility needs.
Select your preferred seat through our online check-in.
(2) Specialized on-board services
Specialized services are provided on most of our aircraft. Depending on the aircraft type and age, we offer amenities such as movable aisle armrests, cabin wheelchairs and so on, and wheelchair-accessible washrooms on larger aircraft.
Movable aisle armrests:
We provide movable aisle armrests for some aircraft types to make it easier for passengers using cabin wheelchairs to get in and out of their seats. The number and location of seats with movable aisle armrests vary depending on the aircraft type. Link
If your seat armrest is not movable, boarding gate staff and aircrew will be happy to check if there are other seats on the aircraft to change to.
Storing assistive devices in the cabin:
You may bring the assistive devices listed in the table below into the cabin as carry-on items:
|
Category |
Assistive Device |
|
|
Physical disability |
Walking aid | Walking stick |
| 折叠轮椅（尺寸应不大于33×91×106厘米/13×36×42英寸） | ||
| Prosthetic limb | ||
|
Severe physical disability |
Assistance dog |
|
|
Deaf |
Hearing aid device | Electronic cochlear |
| Hearing aid | ||
| Hearing dog | ||
|
Blind |
Guide dog | |
| Blind cane | Multiple functions | |
| Simple | ||
| Vision aid | ||
| Glasses for the visually impaired | ||
Note:1. Storage and space in the cabin is handled on a first-come, first-served basis. Assistive devices must be stored in accordance with the relevant regulations on security and air transportation of dangerous goods;
2. In the event there are no storage facilities or space in the cabin, we will help you check your device free of charge;
3. Passengers with disabilities eligible to fly can check for free one assistive device other than those listed.
客舱轮椅
我们的大型飞机上都备有客舱轮椅。这些轮椅是为我们飞机上的过道专门设计的，可供旅客在飞机上进出卫生间时使用。我们的飞机乘务员都经过培训，他们会协助您使用轮椅，但他们不能对您进行抬高和移动。
Washrooms for persons with disabilities:
We have washrooms for persons with disabilities on many of our larger aircraft. However, the availability of this facility depends on the size and structure of the aircraft. Link
On-board assistance:
Our flight attendants are trained professionals and can ensure that you travel safely and comfortably. They can assist you with the use of a cabin wheelchair, in storing or retrieving carry-on baggage, introducing food on the plate and unpacking, and so on.
However, flight attendants cannot feed passengers or help with personal hygiene or the use of the washroom. They cannot lift or move you, or provide medical services such as injections. For this type of care, you must be accompanied by the relevant personnel during the flight.
For any questions, please consult our customer service hotline 95530.
2. Passengers who need to bring a service dog into the cabin are asked to refer to the Information for Air Transportation of Service Dogs
For a flight on a US route, please be mindful of the following:
1. Passengers who must be accompanied by safety assistance personnel
We believe assistance personnel are essential to the safety of passengers under certain circumstances. China Eastern requires passengers with disabilities to be accompanied by safety assistance personnel before providing transportation services if:
The passenger is unable to understand and respond to safety instructions due to severe intellectual or mental impairment;
The passenger has severe hearing and visual impairments and is unable to communicate with employees to obtain simple safety instructions;
The passenger lacks vital mobility and would be unable to move away from the aircraft in an emergency.
Special service application time limit:
If you have the following special requirements, please notify us in advance according to the following time limits and check in at least 2 hours in advance on the day of departure:
If medical oxygen is required during the flight, please notify us 72 hours in advance.
To check an electric wheelchair, please notify us 48 hours in advance.
If you are traveling with 10 or more passengers with disabilities, please notify us 48 hours in advance.
If you require a cabin wheelchair, please notify us 48 hours in advance.
If you have severe visual or hearing impairment, please notify us 48 hours in advance.
If you are traveling with a service dog, please notify us 48 hours in advance.
Passengers using stretchers must notify us 72 hours in advance.
3. Onboard wheelchair storage:
Passengers with folding wheelchairs may apply during advanced boarding on routes to the United States (as these routes use larger aircraft) for onboard storage of their chairs, provided they meet the specified size and weight requirements (must not exceed 33×91×106 cm or 13×36×42 inches without wheels or other components removed). (Not all flights can accommodate every type of wheelchair.) Passenger wheelchairs have priority over other carry-on items.
Each flight accommodates one personal wheelchair on a first-come, first-served basis.
For more information, please refer to theNondiscrimination on the Basis of Disability in Air Travel document (PDF) created by the Transportation Department of the United States.
VIII. Important Notes
If you require any of the following services or equipment, please submit your request no later than 48 hours prior to the scheduled departure time. Subject to aircraft type and airport resources, we will respond within 24 hours regarding availability.
Use of a portable oxygen concentrator during the flight.
Service for a group of passengers with disabilities (more than 10 passengers).
Checking in an electric wheelchair (refer to “Information for Passengers with Wheelchairs”).
Provision of a cabin wheelchair (refer to “Information for Passengers with Wheelchairs”).
If you have any of the following conditions, please inform the airline when purchasing your ticket and provide a valid Certificate of Diagnosis.
You require oxygen service (refer to “Information for Passengers Requiring Portable Oxygen Concentrators”).
You have an infectious disease (refer to “Information for Passengers with Medical Conditions”).
Your medical condition may prevent you from completing the flight safely if the required medical equipment is not available onboard.
If you have an infectious disease, the Certificate of Diagnosis must specify the preventive measures required and confirm that the disease does not pose a risk of transmission to other persons onboard.
China Eastern Airlines and Shanghai Airlines will review the application based on the scheduled departure date and contact the applicant between 09:00 and 19:00 daily. Please keep your phone accessible after submitting the application. If you do not receive a confirmation call or message within 4 hours (excluding non-working hours), please resubmit your application or contact 95530.
If you are unable to complete the Application Form for Special Assistance Passengers, please contact 95530 for assistance. Our staff can help complete the form and send it to you via fax or email. If you cannot access fax or email, airport staff may assist you in completing the form on the day of travel.
Submission of the online application indicates receipt of your request by China Eastern Airlines; however, it does not constitute approval. Your requested flight may not be available due to service limits, seat availability, or airport operational constraints. We will contact you to offer alternative flight or date options. Approval is subject to our final confirmation.
IX. Sample Forms:
Application for Special Passengers
Note: For iOS devices, press and hold the document link, select “Share,” and save it to the Notes app to download the form.