Shenzhen Airlines

Serving as a vital bridge between the dynamic technological hub of southern China and the rest of the globe, Shenzhen Airlines stands out as a premier carrier in the region. Since taking to the skies in the early 1990s, the airline has evolved from a local operator into a significant international player, renowned for its distinctive service concepts and modern approach to air travel. With its logo representing the Roc—a mythical bird denoting a bright future—the carrier offers travelers a seamless blend of efficiency and hospitality, making it a top choice for navigating East Asia.

Established in November 1992 and commencing operations the following year, Shenzhen Airlines has grown to become one of the largest carriers in China. As a member of the prestigious Star Alliance since 2012, the airline offers passengers access to a vast global network, ensuring seamless connectivity beyond its primary Asian routes. The company operates with a strong backing as a subsidiary of Air China, combining regional expertise with international standards.

The airline maintains a modern fleet primarily composed of narrow-body aircraft, including models from the Airbus A320 family and the Boeing 737 series. This fleet is optimized for comfort and reliability on short to medium-haul flights. From its base, the carrier provides high-frequency connections to major economic and cultural centers. Popular routes include flights to Hangzhou, the historic city of Nanjing, and the bustling metropolis of Guangzhou. The network also features essential links to the capital, Beijing, and the financial hub of Shanghai, as well as regional international connections to cities like Hanoi.

Commitment to safety and service excellence is at the core of the airline's mission. Shenzhen Airlines upholds the philosophy of "Anytime, Naturally," aiming to provide considerate and instinctive service to every passenger. The carrier has been recognized for its rigorous safety management systems and has received various industry accolades for its service quality and brand value. Whether traveling for business or leisure, passengers can expect a professional experience focused on punctuality and comfort.

Contact Shenzhen Airlines in the United Arab Emirates

While Shenzhen Airlines does not currently maintain a standalone headquarters in the United Arab Emirates, travelers can access support through their 24-hour global service hotlines. As a subsidiary of Air China, local assistance in Dubai may also be available through the parent company's regional office for urgent matters or general inquiries.

Official Website

For ticket bookings, flight status updates, and managing your itinerary, visit the official international website:

global.shenzhenair.com

Contact Information

• Customer Service (International 24/7): +86 755 8881 4023
• Domestic Service Hotline (China): +86 755 95361
• Regional Support (via Air China Dubai Office): +971 4 271 8555
• Email (International Ticketing): ecommerce@shenzhenair.com
• Passenger Feedback: szaservice315@shenzhenair.com
• Mobile App: Shenzhen Airlines App (Available on iOS and Android - Note: Some features may require a Chinese mobile number)

Social Media

• Facebook: Shenzhen Airlines
• Instagram: @shenzhenairlines
• Twitter/X: @ShenzhenAir
• WeChat: ShenzhenAir (Primary channel for updates)

Local Office in United Arab Emirates

Shenzhen Airlines operates in coordination with its parent company, Air China, in the region. For physical inquiries, you may visit the Air China office, though it is recommended to call ahead to confirm specific services for Shenzhen Airlines tickets.

• Address: 177 Salah Al Din Street, Deira, P.O. Box 11275, Dubai, United Arab Emirates
• Office Hours: Monday to Sunday, 24 Hours (Call center support)

Emergency & 24/7 Support

For urgent changes, missed connections, or emergency assistance outside of standard UAE business hours, please contact the International Service Hotline directly at +86 755 8881 4023. This line is staffed 24 hours a day, 7 days a week.

Baggage Information

Understanding baggage regulations is essential for a smooth journey with Shenzhen Airlines. The carrier’s policies are designed to ensure safety and efficiency, adhering to the standards set by the Civil Aviation Administration of China (CAAC) and international regulations. Whether you are flying domestically from the hub in Shenzhen or connecting to an international destination, familiarity with these rules will help you avoid delays at the airport.

Carry-on Baggage Allowance

Passengers are permitted to bring hand luggage into the cabin, provided it fits in the overhead bin or under the seat in front. The allowance varies by travel class:

• Economy Class: Passengers are typically allowed one piece of carry-on baggage with a maximum weight of 5 kg (11 lbs).
• First and Business Class: Passengers may usually bring two pieces of carry-on baggage, with each piece not exceeding 5 kg (11 lbs).

The maximum dimensions for any carry-on item are generally 20 x 40 x 55 cm. Items exceeding these limits in weight, number, or size must be checked in. Additionally, small personal items such as a laptop bag, handbag, or camera bag are often accepted in addition to the standard allowance.

Checked Baggage Policy

Shenzhen Airlines operates under two different baggage concepts depending on your route: the Weight Concept (mostly for domestic flights) and the Piece Concept (for international routes).

Domestic Routes (Weight Concept)

For flights within Mainland China, including popular routes to cities like Beijing and Shanghai, the free checked baggage allowance is determined by total weight:

• First Class: 40 kg (88 lbs)
• Business Class: 30 kg (66 lbs)
• Economy Class: 20 kg (44 lbs)

International Routes (Piece Concept)

For international and regional flights (e.g., to Hanoi), the allowance is based on the number of bags:

• Economy Class: Typically 1 piece weighing up to 23 kg (50 lbs).
• Business/First Class: Typically 2 pieces, each weighing up to 32 kg (70 lbs).

Note for Star Alliance Members: Gold members are generally entitled to an extra baggage allowance (often an additional 20 kg or one extra piece), providing greater flexibility for frequent flyers.

Excess Baggage Fees

Luggage that exceeds the free allowance weight or piece limits will incur excess baggage charges. Rates are calculated based on the flight distance and the weight of the excess luggage (often a percentage of the full economy fare per kilogram for domestic flights). It is highly recommended to purchase prepaid excess baggage online if available, as airport rates are typically higher.

Special Items

Travelers wishing to transport special equipment should plan ahead:

• Sports Equipment: Items like golf clubs, bicycles, or skis are counted towards your free baggage allowance. If they exceed the allowance or specific size limits, special handling fees apply. Bicycles must be properly packed with handlebars fixed sideways and tires deflated.
• Musical Instruments: Small instruments can be carried on if they fit within cabin baggage dimensions. Larger instruments (like cellos) may require purchasing an extra seat (Cabin Seat Baggage) or must be checked in as fragile luggage in a hard case.

Restricted and Prohibited Items

Security regulations in China are strictly enforced. Please pay close attention to the following restrictions:

• Lithium Batteries and Power Banks: These are strictly prohibited in checked baggage. They must be carried in your carry-on luggage. Power banks must be clearly labeled with their capacity (Wh).
  • Rated energy < 100Wh: Permitted.
  • Rated energy 100Wh–160Wh: Requires airline approval (limit 2 pieces).
  • Rated energy > 160Wh: Prohibited.
  • Important: Power banks without clear capacity markings are often confiscated by airport security.
• Lighters and Matches: These are generally completely banned on flights originating in China, in both carry-on and checked luggage. Do not pack them.

Tips for Packing Efficiently

To ensure a stress-free airport experience, consider these tips:

• Label Your Bags: Attach a sturdy name tag with your current phone number and email address to all checked luggage.
• Protect Fragile Items: Do not pack valuables, cash, important documents, or fragile electronics in checked baggage.
• Check Connection Rules: If you are transferring from an international flight to a domestic one (e.g., arriving in Guangzhou and connecting to Nanjing), you may need to collect your bags and re-check them at the domestic terminal. Always verify the procedure at the check-in counter.

Pet Travel Policy Overview

Shenzhen Airlines generally transports pets as checked baggage in the temperature-controlled cargo hold. While the airline traditionally restricted pets from the passenger cabin, a "Pets in Cabin" service has been introduced for select domestic non-stop flights originating from Shenzhen (and occasionally other specific routes). Safety and comfort are the airline's top priorities, and strict regulations apply regarding documentation, crate specifications, and breed restrictions.

Transport Options

In Cabin (Carry-on)

This service is subject to very limited availability (typically restricted to specific domestic routes departing from Shenzhen) and must be booked well in advance.

• Carrier Dimensions: Must fit under the seat in front of you. Typical maximum dimensions are approximately 35 x 28 x 24 cm (check specific aircraft limits upon booking).
• Weight Limit: Strict limits apply; often a maximum of 5 kg to 8 kg (11–17 lbs) including the carrier.
• Allowed Pet Types: Domesticated cats and dogs only.
• Limit per Passenger: One pet carrier per adult passenger.
• Flight Limits: A maximum number of pets (usually 2 to 4) are allowed per flight, so early reservation is critical.

In Cargo Hold (Checked Baggage)

This is the standard method for transporting pets on most Shenzhen Airlines flights.

• Container Requirements: Must be a solid, escape-proof, and leak-proof crate (fiberglass or hard plastic) with a metal door. Wire mesh cages are not permitted.
• Size & Weight Limits: The combined weight of the pet and crate must not exceed 32 kg (70 lbs). The crate must allow the animal to stand, turn around, and lie down comfortably.
• Crate Dimensions: The sum of the three sides (length + width + height) must be between 60 cm and 203 cm.
• Temperature Restrictions: Pets may not be accepted if the ground temperature at departure or arrival is extreme (below -12°C or above 30°C) to ensure animal safety.

As Cargo (Freight)

Animals that do not meet the checked baggage requirements must be transported as cargo.

• When Required: For animals and crates with a combined weight exceeding 32 kg, or for large shipments.
• Special Requirements: Requires booking through the airline's cargo department or a freight forwarder.
• Booking Procedure: Must be arranged separately from your passenger ticket, typically at least 24-48 hours in advance.

Required Documentation

Passengers must present valid documents at the check-in counter (at least 120 minutes before departure).

• Animal Quarantine Certificate: Issued by a verified animal health supervision agency (validity rules vary, often required within 7 days of travel for domestic flights).
• Vaccination Certificate: Proof of valid rabies vaccination.
• Veterinary Health Certificate: Confirming the pet is fit for travel.
• International Documents: For international routes (e.g., to/from Hanoi), additional entry/exit permits and customs clearance documents for the destination country are mandatory.
• Pet Transportation Application: A signed liability waiver form provided by Shenzhen Airlines.

Service Costs

• Checked Baggage Fee: Charged as excess baggage. The standard formula is typically 1.5% of the full economy class fare (Y fare) multiplied by the total weight (pet + crate) in kilograms.
• In-Cabin Fee: A fixed fee applies for the "Pets in Cabin" service where available (approx. 1,000–1,500 CNY, subject to route).
• Note: Pets are never included in the free baggage allowance; fees always apply.

Preparation Tips

• Acclimate Your Pet: Let your pet spend time in the travel crate weeks before the flight to reduce stress.
• Hydration and Feeding: Feed your pet a light meal 2–4 hours before departure. Do not feed them immediately before flying to prevent nausea.
• Absorbent Material: Line the bottom of the crate with absorbent pads or towels.
• Secure the Crate: Ensure the door is securely locked (zip ties can be used as a backup for the latch mechanism).

Restrictions

• Prohibited Breeds (Snub-nosed): Shenzhen Airlines generally does not transport brachycephalic (short-nosed) cats and dogs (e.g., Pugs, Bulldogs, Boxers, Persian cats) in the cargo hold due to respiratory risks.
• Prohibited Animals: Wild animals, reptiles, rodents, and aggressive breeds (e.g., Pit Bulls, Tosas) are not accepted.
• Condition: Pregnant animals, nursing females, and puppies/kittens under 8 weeks old are not permitted to fly.
• Service Animals: Guide dogs and hearing dogs may travel in the cabin free of charge with proper certification, but arrangements must be made in advance.

Important: Pet travel quotas are strict and rules can change based on aircraft type. You must contact Shenzhen Airlines directly at +86 755 95361 or visit a local ticketing office to confirm space and specific requirements for your route before purchasing your ticket.

Loyalty Program: PhoenixMiles

Shenzhen Airlines participates in PhoenixMiles, a shared frequent flyer program with its parent company, Air China. This comprehensive loyalty scheme is designed to reward frequent travelers with valuable mileage accrual and exclusive service privileges across a vast global network. Whether flying domestically or internationally, members can enjoy a seamless travel experience enhanced by a wide range of partners.

Membership Tiers

• Ordinary Member: The entry-level tier allowing immediate accumulation of mileage upon enrollment.
• Silver Member: Offers benefits like priority check-in, extra baggage allowance, and Business Class lounge access.
• Gold Member: Includes premium perks such as priority baggage delivery and access to Star Alliance Gold lounges.
• Platinum Member: The highest status providing guaranteed seat availability, highest upgrade priority, and dedicated support.

Earning Miles

• Flight Activity: Earn kilometers based on the distance flown and fare class with Shenzhen Airlines and Air China.
• Star Alliance Flights: Accumulate mileage when flying with any of the Star Alliance member airlines worldwide.
• Hotel Partners: Earn points for stays at participating international hotel chains and local resorts.
• Financial Services: Use co-branded credit cards to convert daily spending into travel miles.

Redeeming Miles

• Award Tickets: Exchange your accumulated mileage for free flights on Shenzhen Airlines and partner carriers.
• Cabin Upgrades: Use miles to upgrade from Economy to Business or First Class on eligible flights.
• Online Shop: Redeem miles for a variety of consumer products, electronics, and travel accessories.
• Partner Rewards: Convert miles into car rentals or hotel stays through the PhoenixMiles website.

Alliance Membership

As a member of the Star Alliance, Shenzhen Airlines connects its passengers to one of the world's largest airline networks.

• Global Recognition: Your PhoenixMiles status is recognized by over 25 member airlines globally.
• Key Partners: Enjoy seamless connections with major carriers like Lufthansa, United Airlines, ANA, and Singapore Airlines.
• Shared Benefits: Gold members enjoy lounge access and priority services across the entire alliance network.

How to Join

Joining PhoenixMiles is free and can be done easily through the official Shenzhen Airlines website or the PhoenixMiles portal. You can also enroll via the airline's mobile app or by completing a paper application on board; remember to provide your membership number at the time of booking to ensure your miles are credited automatically.

Service Classes and Comfort

As a full-service carrier, Shenzhen Airlines is dedicated to making every journey pleasant and relaxing, adhering to its service philosophy of "Anytime, Naturally." The airline combines modern fleet capabilities with traditional Chinese hospitality, ensuring that passengers across all cabins experience a high standard of care. Whether you are traveling on a short domestic hop or a longer regional route, the airline offers distinct cabin classes tailored to different travel needs.

Business and First Class

For travelers seeking luxury and efficiency, the premium cabins offer an elevated experience from the moment of arrival at the airport. Passengers enjoy priority check-in, lounge access, and expedited baggage handling. On board, the First and Business Class cabins typically feature spacious recliner seats arranged in a 2-2 configuration on narrow-body aircraft. These seats provide ample legroom, adjustable headrests, and generous recline, allowing passengers to work or rest in comfort. Guests are welcomed with refreshing towels and beverages, and the attentive cabin crew provides personalized service throughout the flight.

Economy Class

The Economy Class cabin is designed to maximize comfort without compromising on value. Seats are ergonomically designed with standard pitch and width, suitable for flights across the carrier's extensive network. On most aircraft, the configuration is 3-3. Passengers can expect a clean and bright cabin environment, with complimentary blankets and pillows often provided on longer sectors to ensure a cozy journey.

In-Flight Dining

One of the highlights of flying with Shenzhen Airlines is the culinary experience. The airline takes pride in offering high-quality meals that showcase authentic Chinese flavors alongside international options. Depending on the flight duration and time of day, passengers in all classes are served hot meals or light snacks.

The catering often reflects the culinary traditions of the destination. For instance, flights departing from the hub in Shenzhen may feature Cantonese-style dim sum or rice dishes, while routes to Chengdu might offer spicy options to prepare your palate for the local cuisine. A signature feature beloved by many frequent flyers is the airline's famous "Spicy Beef Sauce," which can be added to rice or noodles for an extra kick of flavor. A selection of beverages, including soft drinks, juices, coffee, and premium Chinese tea, is available to complement the meal.

Entertainment and Connectivity

To keep passengers entertained, Shenzhen Airlines offers a variety of media options. While seatback personal screens are available on select wide-body aircraft, the majority of the narrow-body fleet is equipped with overhead screens broadcasting movies and lifestyle programs. Additionally, the airline is progressively rolling out in-flight Wi-Fi and wireless entertainment systems. Passengers can connect their personal smartphones, tablets, or laptops to the onboard network to stream movies, music, and games directly to their devices. In-flight magazines and newspapers are also available for those who prefer to read.

Special Services

Shenzhen Airlines is committed to making air travel accessible and safe for everyone. A comprehensive range of special services is available upon request:

• Unaccompanied Minors: The "Phoenix Little Birds" service provides dedicated supervision for children traveling alone, ensuring their safety from check-in to handover at the destination.
• Special Assistance: Wheelchair services and assistance for passengers with reduced mobility or visual/hearing impairments can be arranged. It is recommended to book these services at least 48 hours in advance.
• Infant Care: For those traveling with babies, bassinets may be reserved on eligible aircraft, and special infant meals can be requested to ensure the youngest travelers are well-fed.

Popular Destinations & Route Network

Shenzhen Airlines operates a robust route network primarily focused on connecting its main hub in Shenzhen with major economic and cultural centers across China. With a high frequency of flights to key metropolises like Hangzhou, Nanjing, and Guangzhou, the airline serves as a critical link for business and leisure travelers alike. In addition to its extensive domestic coverage, the carrier also offers select regional international connections, such as flights to Hanoi, enhancing its reach within Asia.

Planning a trip with Shenzhen Airlines can be a smooth and enjoyable experience if you know the right tips and tricks. As a major full-service carrier based in Shenzhen, the airline connects travelers to a vast network of destinations. To ensure you get the most out of your journey, consider these practical booking strategies and travel advice.

Securing the Best Fares
To find the most competitive prices, it is generally advisable to book your tickets well in advance. For domestic flights within China, such as popular routes to Hangzhou or Nanjing, booking 3 to 4 weeks ahead is often ideal. For international itineraries, aim to secure your seats at least 2 to 3 months prior to departure. Be mindful of major holidays like Chinese New Year or the Golden Week in October, as demand surges and prices rise significantly; traveling during shoulder seasons can result in substantial savings.

Finding Deals and Promotions
Keep an eye on the airline's official website and social media channels for seasonal promotions. Frequent flyers should consider joining the PhoenixMiles loyalty program, which allows you to earn and redeem miles on flights to major hubs like Guangzhou and Beijing. Additionally, flight comparison tools can help you track price drops for high-frequency routes, including connections to Wuxi or Shanghai.

Digital Tools and Check-in
Maximize convenience by downloading the official mobile app. It is a powerful tool for managing your itinerary, checking flight status, and accessing digital boarding passes. Online check-in is highly recommended to avoid long queues at the airport. It typically opens 24 to 48 hours before departure. Using the app or website for check-in also gives you a head start on seat selection, ensuring you can secure a spot that suits your preferences before arriving at the terminal.

Seat Selection and Comfort
As a full-service carrier, the airline offers various seating options. If you value extra legroom, especially on longer flights like those to Hanoi or Chengdu, look for "Comfort Economy" or exit row seats during the booking or check-in process. For shorter hops, such as flights to Hefei or Xian, standard seat selection is usually sufficient, but choosing a window seat can offer great views of the diverse landscapes below.

Travel Insurance Considerations
Regardless of your destination, purchasing comprehensive travel insurance is a smart move. It protects you against unexpected cancellations, flight delays, or lost luggage. This is particularly important when connecting through busy airports or traveling during seasons with unpredictable weather. Ensuring you are covered adds an extra layer of peace of mind to your trip to Chongqing, Jinan, or any other exciting destination on their network.

History and Corporate Development

Founded in November 1992, Shenzhen Airlines emerged during a pivotal era of economic reform in southern China. Operations officially commenced in September 1993, establishing the carrier as a key transport link for the burgeoning Special Economic Zone. Originally created to connect Shenzhen with other parts of the country, the airline began with a modest fleet but possessed a clear vision for growth, mirroring the rapid development of its home city.

A defining chapter in the company's history unfolded in 2010 when Air China acquired a controlling interest. This strategic acquisition provided the airline with substantial backing and resources, stabilizing its operations and fueling further expansion. The partnership allowed for better integration of route networks and management systems, positioning the carrier as a heavyweight in the domestic aviation market.

In November 2012, the airline reached a major international milestone by officially joining the Star Alliance. This accession was a transformative event, integrating its route map with the world's largest airline alliance and enabling seamless global connectivity for its passengers. The membership not only validated the airline's safety and service standards but also opened up travel opportunities beyond Asia, linking regional travelers to the wider world.

Throughout its nearly three decades of operation, the carrier has continuously upgraded its hardware. The fleet has evolved from a handful of aircraft to over 200 modern jets, primarily consisting of Boeing 737 and Airbus A320 series aircraft. This expansion facilitated the launch of high-frequency "express" routes to major political and economic centers, such as Beijing and Shanghai, as well as the strengthening of regional connections to hubs like Guangzhou.

In recent years, Shenzhen Airlines has focused on modernization and innovation within the Greater Bay Area. The airline has pioneered the "Anytime, Naturally" service philosophy, emphasizing distinctive and attentive hospitality. Today, with its logo of the mythical "Roc" bird symbolizing a bright future, the company continues to enhance its digital services and expand its international footprint to destinations like Hanoi, maintaining its status as a modern, forward-looking aviation group.