Customer Commitment

Hainan Airlines is committed to making your travel experience with us as safe, comfortable and hassle-free as possible to the best of our abilities. We take this commitment to you very seriously, and to that end, we have developed the following key points.

Customer Service Plan

For Flights To, From or Within the U.S. Only

1. Offering the lowest available fare

We will offer on our website or via our U.S. call centers or ticket counters the lowest published fare for which you are eligible for the date, flight, and class of service you prefer. Our representatives, upon request, will suggest lower cost alternative itineraries or dates if your travel schedule is flexible.

2. Notifying customers of known delays, cancellations, and diversions

We will do our best to get you safely to your destination on time as scheduled. There may be times when weather conditions, air traffic congestion, operational or service considerations may lead to flight delays, cancellations or diversions. Should this occur, we will provide you notice of any delay of more than thirty (30) minutes, cancellation or diversion within thirty (30) minutes of becoming aware of such delay, cancellation or diversion in the following manner:

Providing real-time flight status information via telephone number to our call center, 1-888-688-8813 (English), 1-888-688-8876(Chinese), on the Flight Status page of our website, and via airport departure screens.

Providing updates on the status of delayed, cancelled or diverted flights through announcements by our airport agents and flight crews.

Contacting you about cancellations when the event is known at least two (2) hours before departure, provided you have supplied us with accurate contact information in your reservation

Passengers may [hold reservations without payment for / cancel a reservation without penalty within] 24 hours, if such reservation is made more than 7 days prior to the scheduled departure date.

3. Delivering baggage on time

We will do our best to ensure your baggage accompanies you on the same flight. If, in the unlikely event, you are unable to locate your checked luggage at your destination airport, please inform the Hainan Airlines passenger service agent and complete a tracing form before leaving the airport. We will endeavor to locate and return your baggage within twenty-four (24) hours. In accordance with our Contracts of Carriage You are entitled to claim compensation for delayed or lost baggage and Hainan Airlines will reimburse passengers any fee charged to transport a bag that has been lost or delayed.

4. Providing prompt ticket refunds

We will provide prompt refunds for eligible tickets and optional services once we receive your request accompanied by any required documentation. If you used a credit card to make your purchase we will process and forward the request for a credit to your bank payment provider within seven (7) business days. For purchases made with cash or check, we will issue your refund within twenty (20) business days of receipt of your completed request for a refund.

5. Properly accommodating passengers with disabilities and/or other special needs, including during tarmac delays

Accommodating the special needs of passengers with special needs and/or disabilities is a top priority for Hainan Airlines. A number of special services are available to accommodate such passengers, including:

Boarding assistance

Careful attention to passengers with special needs during extended tarmac delays Information for passengers with disabilities or special needs can be found in our Contracts of Carriage.

6. Meeting customers' essential needs during lengthy tarmac delays

We have developed a Tarmac Delay Contingency Plan to ensure that our passengers' essential needs, such as food potable water, basic medial services and lavatory access, are met during lengthy tarmac delays. Additional information regarding our Tarmac Delay Contingency Plan is provided below.

7. Handling passengers with fairness and consistency in the case of oversales

We provide information to you about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight.

In the event of an oversold flight, Hainan personnel will first solicit volunteers who agree to compensation or alternate flight arrangements as determined by the airline policies.

In the event there are no volunteers, we will deny boarding to passengers involuntarily and provide compensation according to Hainan Airlines and U.S. Department of Transportation involuntary boarding regulations.

8. Disclosing cancellation policies, frequent flyer rules, aircraft seating configurations and lavatory availability on our website.

On our website, we provide information about various Hainan Airlines service policies that may be important for you. These include policies pertaining to the following:

Cancellation Policies

Frequent Flyer Rules

Seating And Lavatory Configuration

These policies are also available on request through our call centre and our representatives at the airport.

9. Notifying customers in a timely manner of changes in their travel itineraries.

We will notify ticketed passengers promptly of any changes to their travel itineraries, provided accurate contract information is provided in their reservation record.

10. Ensuring responsiveness to customer complaints

We will acknowledge receipt of written customer complaints within thirty (30) days of their receipt, and will send a substantive response within sixty (60) days of receiving the complaint. Information about how to file a complaint is available on the Contact Us page of our website or via our call centers

11. Identifying the services provided to mitigate passenger inconveniences resulting from cancellations and misconnections.

In order to mitigate inconveniences to you resulting from cancellations and misconnections, we will:

Attempt to contact you, via contact information provided in your reservation, about cancellations when the event is known at least two hours before departure.

Attempt to accommodate you on the next available flight or offer alternative transportation.

Provide meal allowances and hotel accommodations, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, missed connection, or cancellation within Hainan Airlines’ control.


Tarmac Delay Contingency Plan

For Flights To, From or Within the U.S. Only

DOT Part 259 Plan

Hainan Airlines is committed to the safety and comfort of our passengers, crew and aircraft. In furtherance of our commitment, we have designed Tarmac Delay Contingency Plan, dedicated sufficient resources to implement this plan, and coordinated with local airport authorities, U.S. Customs and Border Protection and the Transportation Security Administration at each airport we serve, including our diversion airports to minimize lengthy delays while passengers are onboard our aircraft.

While we do our best to prevent lengthy onboard delays, circumstances occasionally make such delays unavoidable. In the event that a lengthy onboard delay occurs, we have taken steps to ensure that:

1、No aircraft will remain on the tarmac at a U.S. airport for more than four (4) hours before allowing passengers to deplane, unless safety or security concerns are present;

2、Passengers will be provided food and water no more than two (2) hours after the aircraft leaves the gate (for departures) or touches-down (for arrivals), unless safety or security concerns are present;

3、Passengers will have access to lavatory facilities and basic medical services at all times;

4、Passengers will receive delay status notifications, including the reasons for the delay (if known), every thirty (30) minutes;

5、For any aircraft that remains at the gate with its doors open after boarding, passengers will be provided delay status notifications and an opportunity to deplane every thirty (30) minutes, beginning thirty (30) minutes after the last announced departure time.