China Eastern Airlines is claiming your FAQ information is incorrect

Hello. Thank you for your helpful FAQ page on the 72-hour visa free policy. I have a stopover in Shanghai next month for 12 hours, so I want to go outside the airport and see Shanghai for a few hours instead of sitting in the airport. Your FAQ #2 states: "You can put forward your request for transit to your airline in advance, so that the airline can declare this to the Immigration Inspection prior to your visit. You will be granted a transit permit at the airport if you meet all requirements." However, I called China Eastern Airlines (Los Angeles office) and they said "No, that is wrong. We don't have anything to do with that. We don't declare anything to Immigration Inspection for you. You must handle this matter yourself." Since China Eastern is directly contradicting you, can you please comment? Thank you!