Air China's North America Call Center boasts a response rate of over 90%, with 80% answered within 30 seconds from the time the call is received. Premium passengers can count on a dedicated team of highly-trained professionals assigned exclusively to them for a satisfaction-guaranteed experience.
LOS ANGELES – To further improve customer service and respond to increasing demand, Air China has decided to extend the hours of operation on weekdays for its North America Call Center.
Monday through Friday the Call Center is now open from 6 AM to 9 PM, Pacific Standard Time (PST). Service hours during weekends and public holidays remain the same — from 7:30 AM to 4 PM PST. The customer service hotline is 800-882-8122.
With over 45 full time bilingual agents (English and Chinese), the Los Angeles-based call center also serves other English-speaking customers from other regions and countries, including Hong Kong, Australia, the Philippines and Singapore, in addition to the United States and Canada. More shall be added gradually, with four overseas destinations expected to be included in this growing list soon.
Bucking the trend of outsourced services, Air China supports its mission statement of putting its passengers first by providing them with prompt, highly personalized customer care. The airlines’ call centers in different parts of the world are strategically chosen to enable Air China to accommodate the demands of its local and international passengers and respond to them rapidly. The company’s call center in China is open 24/7. Air China’s other call centers are located in Japan and Europe.
A Star Alliance member, Air China operates daily nonstop flights to Beijing from its North America gateways in Los Angeles, San Francisco, New York and Vancouver. It offers double daily nonstop service between Los Angeles and Beijing, and it is the only carrier with nonstop flights between these two cities.
Luc Citrinot a French national is a freelance journalist and consultant in tourism and air transport with over 20 years experience. Based in Paris and Bangkok, he works for various travel and air transport trade publications in Europe and Asia.
