Hainan Air Services General Conditions of International Carriage for Passengers and Baggage
1.1 Overview
To regulate public air transportation order, strengthen passenger service management, protect the legitimate rights and interests of passengers, and clarify the rights and obligations between passengers and Hainan Air Services Holding Co., Ltd. (hereinafter referred to as “Hainan Air Services”), these “General Conditions for International Transportation of Passengers and Baggage of Hainan Air Services Holding Co., Ltd.” (hereinafter referred to as “these Conditions” or “General Conditions”) are hereby formulated. These Conditions form part of the transportation contract between Hainan Air Services and the passenger, and the rights, obligations, and responsibilities of both parties are governed by these Conditions.
1.2 Basis for Formulation
These Conditions are formulated in accordance with the “Civil Code of the People’s Republic of China,” the “Civil Aviation Law of the People’s Republic of China,” the “Regulations on the Management of Passenger Services in Public Air Transportation,” the “Regulations on the Management of Dangerous Goods Transportation in Civil Aviation,” the “Consumer Rights Protection Law of the People’s Republic of China,” the “E-commerce Law of the People’s Republic of China,” the “Warsaw Convention,” and the “Montreal Convention,” and other relevant laws and administrative regulations.
1.3 Special Notice
Passengers are requested to carefully read all the contents of these Conditions in advance, especially the parts in bold font. If you have any questions about any of the clauses, or believe that some clauses need to be modified, you may submit them to Hainan Air Services in writing before purchasing your ticket. Any passenger who directly or indirectly submits a ticket purchase application to Hainan Air Services through a third party, or who actually travels on a Hainan Air Services flight without submitting a ticket purchase application to Hainan Air Services, shall be deemed to have accepted and agreed to abide by all the contents of these Conditions.
The following terms used in these Conditions, unless otherwise required or explicitly stipulated in specific clauses, shall have the following meanings:
2.1 “Convention” refers to the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in Warsaw on October 12, 1929 (hereinafter referred to as the “Warsaw Convention”), and the Protocol to Amend the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in The Hague on September 28, 1955 (hereinafter referred to as the “Hague Protocol”), and the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in Montreal on May 28, 1999 (hereinafter referred to as the “Montreal Convention”), which are applicable to the transportation in accordance with the contract.
2.2 “International Air Transportation” refers to transportation where, according to the air transportation contract concluded between the parties, the place of departure, the place of destination, or one of the agreed stopping places is not within the territory of the People’s Republic of China, regardless of whether the transportation is interrupted or involves transshipment.
2.3 “Hainan Air Services” refers to Hainan Air Services Holding Co., Ltd.
2.4 “Carrier” refers to a public air transport enterprise that uses civil aircraft to transport passengers and baggage for profit.
2.5 “Contracting Carrier” refers to the carrier that uses its own tickets and ticket numbers to conclude an air transportation contract with the passenger.
2.6 “Contracting Carrier” or “Issuing Carrier” refers to the carrier that uses its own tickets and ticket numbers to conclude an air transportation contract with the passenger.
2.7 “Marketing Carrier” refers to the airline whose two-letter English code is recorded as the transporting carrier on the electronic flight coupon or value coupon.
2.8 “Hainan Air Services Regulations” refers to all regulations published by Hainan Air Services for the performance of the transportation of passengers and their baggage, in addition to these Conditions, and effective on the date of ticket issuance, including applicable fares and conditions.
2.9 “Hainan Air Services Sales Agent” refers to a passenger sales agency authorized by Hainan Air Services to sell Hainan Air Services air transportation services within the scope of authorization. 2.10 “Hainan Air Services Ground Service Agent” refers to an enterprise authorized by Hainan Air Services to provide ground handling services for passengers and baggage within the scope of authorization, acting on behalf of Hainan Air Services.
2.11 “Passenger” refers to any person, other than a crew member, who is carried or to be carried on an aircraft in accordance with the transportation documents such as the ticket, and with the consent of Hainan Air Services.
2.12 “Child” refers to a person who is two years old (inclusive) but under twelve years old on the date of commencement of travel.
2.13 “Unaccompanied Minor” refers to a child who is five years old (inclusive) but under twelve years old on the date of commencement of travel, and is not accompanied by a passenger aged eighteen years or older with full legal capacity.
2.14 “Infant” refers to a person who is fourteen days old (calculated from the day after birth) but under two years old on the date of commencement of travel.
2.15 “X years old” means calculated according to the Gregorian calendar, starting from the day of the birthday.
2.16 “Flight” refers to a flight conducted by an aircraft according to the prescribed route, date, and time.
2.17 “Connecting Flight” refers to two or more flights listed in a single transportation contract.
2.18 “Code-Share Flight” refers to a flight where one carrier, through an agreement, allows another carrier or carriers to use its flight code on the flights operated by the former. In a code-share flight, the party actually operating the flight is called the operating carrier, and the other party is called the marketing carrier.
2.19 “Ticket” refers to a document sold or recognized by the carrier or its authorized sales agent, serving as preliminary evidence of the conclusion of the air passenger transportation contract and the terms of the transportation contract, including paper tickets and electronic tickets.
2.20 “Paper Ticket” refers to a document issued by the carrier or on behalf of the carrier, called a “ticket and baggage check,” including the terms of the transportation contract, declarations, notices, and passenger and flight coupons.
2.21 “Electronic Ticket” refers to a valid transportation document in electronic data form, sold by the carrier or sales agent, granting transportation rights, and is an electronic substitute for a paper ticket. 2.22 “Flight Coupon” refers to the portion of a paper ticket marked “Valid for Transportation,” or, in the case of an electronic ticket, the flight information stored as electronic data in the airline’s database, indicating the passenger’s right to travel on the flight between the specified locations.
2.23 “Passenger Coupon” refers to the portion of a paper ticket marked “Passenger Coupon,” which is always held by the passenger.
2.24 “Consecutive Tickets” refers to two or more tickets with consecutive ticket numbers issued to a passenger by the same carrier, collectively constituting a single contract of carriage.
2.25 “Connecting Tickets” refers to tickets that include connecting flights.
2.26 “Confirmed Ticket” refers to a ticket that specifies the flight number, travel date, and confirmed seat.
2.27 “Open Ticket” refers to a ticket that does not specify the flight number, travel date, or confirmed seat at the time of initial sale.
2.28 “Air Transportation Electronic Ticket Itinerary Receipt” (hereinafter referred to as “Itinerary Receipt”) refers to the document provided by Hainan Air Services or its authorized sales agent to the passenger as proof of payment or for reimbursement purposes for the purchase of an electronic ticket, and also serves to inform the passenger of their itinerary.
2.29 “Day” refers to a calendar day, a week includes seven days. When used for issuing notices, the day the notice is issued is not included; when used to determine the validity period of a ticket, the ticket issuance date or the flight departure date is not included.
2.30 “Fare” refers to the fares, fees, and related terms and conditions published by the airline. Approval from relevant departments may be required where necessary.
2.31 “Normal Fare” refers to the highest adult fare applicable to each class of service (business and economy) during the fare validity period, including child fares and infant fares paid at an appropriate percentage of the adult normal fare.
2.32 “Discounted Fare” refers to other fares that are not normal fares and are subject to usage restrictions.
2.33 “Ticket Usage Conditions” refers to the fare rules applicable to the specified seat class code or fare type.
2.34 “Reservation” refers to the reservation of a seat, class of service, or the weight and volume of baggage for a passenger. 2.35 “Cabin Class” refers to the service class divided according to the aircraft cabin layout, including business class and economy class.
2.36 “Ticket Change” refers to situations such as rescheduling, changing cabin class, or transferring tickets.
2.37 “Ticket Rescheduling” refers to changes to the flight time and date specified on the ticket for the same carrier.
2.38 “Ticket Transfer” refers to a change in the carrier specified on the ticket.
2.39 “Hainan Air Services Reasons” refers to internal management reasons of Hainan Air Services, including aircraft maintenance, flight scheduling, and crew scheduling.
2.40 “Non-Hainan Air Services Reasons” refers to other reasons unrelated to Hainan Air Services’ internal management, including weather, emergencies, air traffic control, security checks, and passenger factors.
2.41 “Voluntary Ticket Change” refers to a passenger requesting a ticket change due to their own reasons.
2.42 “Voluntary Ticket Refund” refers to a passenger requesting a refund due to their own reasons.
2.43 “Scheduled Departure Time” refers to the departure time approved by the flight schedule management department.
2.44 “Scheduled Arrival Time” refers to the arrival time approved by the flight schedule management department.
2.45 “Flight Cancellation” refers to the situation where a flight plan is stopped due to anticipated flight delays or due to delays that lead to the cessation of the flight plan.
2.46 “Flight Departure Delay” refers to a situation where the adjusted “scheduled departure time” or the actual departure time (when the aircraft leaves the gate) is more than 15 minutes later than the “scheduled departure time” listed on the ticket.
2.47 “Flight Advance” refers to a situation where the adjusted “scheduled departure time” is earlier than the “scheduled departure time” listed on the ticket.
2.48 “Stopover Point” refers to a location, other than the departure and destination points, listed on the ticket or in the carrier’s schedule as a planned stopover point on the passenger’s travel route.
2.49 “Intermediate Stop” refers to a planned interruption of the journey at a certain location between the departure and destination points, with the prior consent of the carrier. 2.50 “Overbooking” refers to the practice by which a carrier sells more seats on a flight than the actual number of available seats to avoid wasting capacity.
2.51 “Check-in Deadline” refers to the time when check-in procedures for a flight cease. The check-in deadline is determined by the regulations issued by each airport or Hainan Air Services.
2.52 “Missed Flight” refers to a passenger failing to complete check-in procedures within the specified time or being unable to board the flight due to invalid identification documents.
2.53 “Wrong Flight” refers to a passenger boarding a flight other than the one specified on their ticket.
2.54 “Missed Connection” refers to a passenger failing to board the flight specified on their ticket after completing check-in procedures or during a stopover.
2.55 “Baggage” refers to items carried by passengers during travel that the carrier agrees to transport, including checked baggage and carry-on baggage.
2.56 “Checked Baggage” refers to baggage entrusted by the passenger to the carrier for custody and transportation, for which a baggage claim tag is issued.
2.57 “Carry-on Baggage” refers to baggage for which the passenger is responsible, including: hand luggage, free carry-on items, and baggage occupying a seat.
2.58 “Baggage Ticket” refers to the part of the passenger ticket related to the transportation of the passenger’s checked baggage.
2.59 “Baggage Tag Identification Stub” refers to the receipt issued by Hainan Air Services to the passenger for identifying checked baggage.
2.60 “Small Animals” refers to small animals transported by passengers, including domesticated cats, dogs, or other types of small animals.
2.61 “Loss” refers to losses occurring during the transportation or other services related to transportation provided by the carrier, including death, injury, delay, loss, partial loss, or other damage.
2.62 “Force Majeure” refers to objective circumstances that are unforeseeable, unavoidable, and insurmountable, including but not limited to war, natural disasters (fire, drought, earthquake, windstorm, heavy snow, landslide, flood, etc.), government actions (government intervention, prohibitions, etc.), and social events (riots, strikes, epidemics, etc.).
3.1 General Principles
3.1.1 Except as otherwise provided in Clauses 3.2, 3.3, and 3.4 of these Conditions, these Conditions apply to international air transportation of passengers and baggage for which Hainan Air Services (HNA) receives remuneration.
3.1.2 Except as otherwise provided by government regulations and relevant contracts and tickets, domestic air transportation under special management between mainland China and the Hong Kong and Macau Special Administrative Regions, and between mainland China and Taiwan, shall be governed by these Conditions.
3.1.3 Except as otherwise provided in the terms and conditions of free and discounted tickets, contracts, and tickets, these Conditions also apply to transportation under free and discounted fares.
3.1.4 If any clause in these Conditions is inconsistent with the latest regulations issued by HNA, the latest regulations issued by HNA shall prevail; except for the inconsistent clauses, the remaining clauses of these Conditions shall remain valid.
3.2 Charter Transportation
For transportation provided under HNA charter contracts, these Conditions only apply to the scope covered by the terms and conditions of the charter contract and charter ticket.
3.3 Code Sharing
HNA’s General Conditions of Carriage also apply to code-sharing flights actually operated by other carriers. However, each actual carrier of a code-sharing flight has its own general conditions of carriage or terms of carriage for its flight operations, and some content may differ from HNA’s General Conditions of Carriage. These differing terms and conditions of the actual carrier shall be considered as part of HNA’s General Conditions of Carriage in code-sharing flights and shall take precedence over the corresponding content of HNA’s General Conditions of Carriage on code-sharing flights operated by the actual carrier. The terms and conditions that may differ between HNA and the actual carrier of the code-sharing flight include, but are not limited to:
(1) Check-in deadline;
(2) Refusal of carriage and restrictions on carriage;
(3) Baggage transportation rules, including but not limited to free checked baggage allowance, carry-on baggage allowance, and excess baggage charges;
(4) Flight overbooking handling rules, passenger services, and compensation for flight delays;
(5) Passenger conduct on board the aircraft;
(6) Liability for loss and compensation. 3.4 Priority of Laws
In case of any inconsistency between these Terms and applicable international conventions, national laws, administrative regulations, orders, or requirements, the provisions of the international conventions, national laws, and administrative regulations shall prevail. Except for the inconsistent provisions, the remaining terms of these Terms shall remain valid.
4.1 General Provisions
4.1.1 A ticket is a type of transportation document, including paper tickets and electronic tickets. A Hainan Air Services ticket is preliminary evidence of the air transportation contract between Hainan Air Services and the passenger whose name is listed on the ticket.
4.1.2 When a passenger purchases a connecting ticket, they enter into a single transportation contract with Hainan Air Services. When a passenger purchases multiple tickets, they enter into multiple independent transportation contracts with Hainan Air Services. According to relevant laws and regulations and the provisions of these Terms and Conditions, purchasing a single ticket or multiple connecting tickets will result in different legal effects. Unless otherwise specified, the rights and obligations between Hainan Air Services and the passenger stipulated in these Terms and Conditions only apply to a single transportation contract and do not extend to other transportation contracts. Passengers should be fully aware of this and choose their purchase accordingly.
4.1.3 Tickets are nominative and can only be used by the passenger whose name and identification information match those listed on the ticket.
4.1.4 Tickets are non-transferable.
4.1.5 If a ticket is presented by someone other than the person entitled to travel or receive a refund, and Hainan Air Services, without intent or negligence, provides transportation or a refund to the person presenting the ticket, Hainan Air Services shall not be liable to the person originally entitled to travel or receive a refund.
4.2 Ticket Usage Requirements
4.2.1 Each passenger should hold a separate ticket.
4.2.2 When boarding, passengers must present valid identification documents consistent with those used at the time of purchase.
4.2.3 Passengers holding electronic tickets will be transported by Hainan Air Services after their electronic ticket status has been verified as valid by Hainan Air Services or its ground service agent.
4.2.4 Passengers holding paper tickets who fail to present a valid ticket issued according to Hainan Air Services regulations, including the flight coupon for the flight and all other unused flight coupons and passenger coupons, are not entitled to travel. Passengers presenting incomplete tickets or tickets altered by parties other than Hainan Air Services or its sales agents are also not entitled to travel.
4.2.5 Each flight coupon or electronic flight coupon must specify the booked class, travel date, and flight number, and the seat must be confirmed on the flight and accepted for carriage by Hainan Air Services. For flight coupons or electronic flight coupons without confirmed seats, Hainan Air Services will reserve a seat for the passenger upon request, based on the terms and conditions of the ticket and the availability of seats on the requested flight.
4.2.6 Passengers must complete all segments of the journey specified on the ticket within the ticket’s validity period. If the discounted ticket has special provisions regarding travel dates, the entire journey specified on the ticket must be completed within the time period stipulated by the applicable fare.
4.2.7 Regular tickets are only valid for the carrier, travel date, flight, and class of service specified on the ticket.
4.2.8 Open-date tickets can only be used after a seat has been confirmed, based on the ticket’s terms and conditions and flight seat availability; if a regular ticket’s reservation is canceled, it can only be used again after a seat has been confirmed, based on the ticket’s terms and conditions and flight seat availability.
4.2.9 Passengers must travel according to the itinerary specified on the ticket and may not terminate their journey prematurely at a stopover point without the consent of Hainan Air Services.
4.2.10 On the ticket, Hainan Air Services’ name is abbreviated to the two-letter airline code “HU”. When Hainan Air Services is the issuing carrier, the first three digits of the ticket number are Hainan Air Services’ ticket settlement code “880”.
4.3 Ticket Validity
4.3.1 Unless otherwise specified on the ticket or in the applicable ticket terms and conditions, the ticket validity period is as follows:
4.3.1.1 When the ticket is partially used, the ticket validity period will be calculated from 00:00 on the day following the first travel date (inclusive) and is valid for one year. The validity period remains unchanged regardless of any subsequent changes to the ticket.
4.3.1.2 When the ticket is completely unused:
(1) The ticket validity period will be calculated from 00:00 on the day following the purchase date (inclusive) and is valid for one year.
(2) If the ticket is changed and a new ticket number is generated, the ticket validity period will be calculated from 00:00 on the day following the issuance date of the new ticket (inclusive) and is valid for one year. 4.3.2 Calculation of Ticket Validity Period
The validity period starts from 00:00 (inclusive) on the day following the first travel date, ticket purchase, or reissuance, until 24:00 (exclusive) on the expiration date.
4.3.3 For tickets with discounted fares whose validity period is specified on the ticket or communicated at the time of sale, passengers must complete their travel within the fare validity period. For tickets exceeding the fare validity period, the fare must be recalculated within the ticket validity period or the ticket must be refunded within the ticket refund period.
4.4 Extension of Ticket Validity Period
4.4.1 Unless otherwise stipulated by Hainan Air Services, if a passenger is unable to travel within the ticket validity period due to the following reasons, the ticket validity period will be extended until the first flight on which Hainan Air Services can provide a seat according to the fare class paid for the ticket:
(1) Hainan Air Services cancels the flight for which the passenger has a confirmed seat;
(2) Hainan Air Services cancels a scheduled stopover point, and this stopover point is the passenger’s departure point, destination, or intermediate stopover point;
(3) Hainan Air Services fails to operate the flight according to the schedule within a reasonable time;
(4) Hainan Air Services causes the passenger to miss a connecting flight for which they have a confirmed seat;
(5) Hainan Air Services changes the passenger’s class of service;
(6) Hainan Air Services fails to provide a seat that was previously confirmed.
4.4.2 For passengers holding tickets with regular fares or discounted fares with the same validity period as regular fares, if they are unable to travel within the validity period because Hainan Air Services failed to provide a flight seat according to the passenger’s ticket class at the time of booking, the validity period of the passenger’s ticket may be extended until the first flight on which Hainan Air Services can provide a seat according to the fare class paid for the ticket, but the extension period shall not exceed 7 days.
4.5 Ticket Sequence and Use
4.5.1 The ticket purchased by the passenger is only valid for transportation from the departure point, through the agreed stopover points, to the destination as specified on the ticket.
4.5.2 The flight coupons of the ticket must be used in the order of the itinerary specified on the ticket and cannot be used in reverse order. The first segment of the itinerary must be used first; otherwise, Hainan Air Services will not accept the passenger for carriage. The first segment of a journey refers to the first segment of a single transportation contract sold with one ticket or multiple consecutive tickets.
4.5.3 If tickets are not used in sequence, and the passenger requests to begin travel at an intermediate stop, agreed-upon layover point, or turnaround point, Hainan Air Services has the right to refuse transportation.
4.5.4 The fare paid by the passenger is related to the transportation sequence specified on the ticket. If the tickets are not used in sequence, Hainan Air Services will recalculate the fare, fuel surcharge(s), and government taxes and fees based on the passenger’s actual itinerary. If this amount is higher than the amount the passenger has currently paid for the ticket, the passenger shall pay the difference. Hainan Air Services will provide subsequent transportation services to the passenger after the passenger pays the difference, and the segments of the ticket that were not used in sequence will no longer be valid.
4.5.5 If a passenger does not board a confirmed flight and does not notify Hainan Air Services in advance, Hainan Air Services may cancel the reservations for subsequent connecting flights listed on the passenger’s ticket.
4.6 Lost and Damaged Paper Tickets
4.6.1 If a passenger’s paper ticket is lost or damaged in whole or in part, the passenger should apply for a loss report in writing to Hainan Air Services within the ticket’s validity period.
4.6.2 Hainan Air Services is not liable if the ticket is misused or fraudulently refunded before the loss report is filed.
4.6.3 After a paper ticket is reported lost, if the passenger requests to continue traveling on the flight or subsequent flights listed on the lost ticket, a new ticket must be purchased. Provided that it is verified that the ticket has not been misused or fraudulently refunded, a voluntary refund can be processed within 30 days after the ticket’s refund deadline.
4.7 Itinerary Receipt
4.7.1 The itinerary receipt is a type of electronic ticket invoice for civil aviation, which is included in the scope of invoice management and is uniformly managed by the State Administration of Taxation, bearing the official seal of the State Administration of Taxation. Only one invoice is provided for each electronic ticket.
4.7.2 Paper itinerary receipts should be printed no later than 28 days after the ticket is fully used.
4.7.3 If a refund is required, the printed itinerary receipt must be provided to process the refund. 4.7.4 If a printed electronic ticket itinerary is lost due to reasons attributable to the passenger, it will not be reprinted, in accordance with the “Regulations on the Management of Electronic Ticket Itineraries for Air Transportation.”
4.7.5 The “Issuance Date” in the lower right corner of the itinerary refers to the actual date the passenger printed the electronic ticket itinerary, and is not related to the validity period of the ticket itself.
5.1 Applicability of Fares
5.1.1 The passenger fare (hereinafter referred to as “fare”) refers to the price of air transportation for passengers from the departure airport to the destination airport, excluding ground transportation costs between the airport and the city center or between airports in the same city, and various taxes and fees.
5.1.2 The fare is the valid fare applicable by Hainan Air Services at the time of ticket purchase. This fare applies to the specific date and route of transportation specified on the ticket. After the ticket is sold, the fare will not change even if the price is adjusted. Voluntary changes to the ticket by the passenger or changes to the ticket due to reasons other than Hainan Air Services may affect the applicable fare.
5.1.3 Tickets using regular fares and discounted fares must comply with the ticket usage conditions stipulated for that fare. Tickets sold at discounted prices are subject to special refund, change, and endorsement policies, including refunds only for a portion of the ticket price or no refunds, and restrictions on changes. Passengers should choose the fare that best suits their needs.
5.1.4 Child and Infant Tickets
5.1.4.1 Children can purchase tickets at child fares or adult fares, both providing seats and subject to the corresponding fare rules.
5.1.4.2 Unless otherwise specified, infants purchase infant tickets at 10% of the adult fare, and Hainan Air Services does not provide a seat; if a separate seat is required, a ticket should be purchased at the child fare under conditions acceptable to Hainan Air Services.
5.1.4.3 Children and infants accompanied by an adult should purchase tickets in the same cabin service class as their accompanying adult.
5.2 Routes
Fares only apply to the routes published in relation to the fare. If the fare applies to multiple travel routes, the passenger can specify the route before ticketing. If the passenger does not specify a route, Hainan Air Services will provide routes for the passenger to choose and confirm.
5.3 Taxes and Fees
Taxes or fees levied by governments, relevant authorities, or airport operators for providing services and facilities to passengers are not included in the published fares. These taxes or fees should be paid by the passenger at the time of ticket purchase and collected by the airline on behalf of the relevant authorities. 5.4 Currency
Passengers shall pay the fare, taxes, and fees in the currency of the country where the ticket is issued, unless Hainan Air Services or its sales agent agrees to or designates the use of another currency before or at the time of payment.
5.5 Payment of Fares
Passengers shall pay the fare using a currency acceptable to Hainan Air Services and through the prescribed payment methods. Unless otherwise agreed between Hainan Air Services and the passenger, all fares shall be paid in cash.
6.1 General Provisions
6.1.1 Passengers can inquire about, reserve, and purchase tickets through Hainan Air Services’ official website (www.hnair.com, www.hainanairlines.com), Hainan Air Services APP, Hainan Air Services WeChat official account, Hainan Air Services WeChat mini-program, Hainan Air Services customer service hotline, or Hainan Air Services ticket offices, as well as through Hainan Air Services sales agents and online platforms.
6.1.2 When purchasing tickets, passengers must provide their valid identification documents or other valid identification documents issued by the public security authorities, and ensure that the documents used for purchasing tickets and checking in are the same, and provide accurate and valid contact information.
6.1.3 When purchasing child tickets or infant tickets, valid documents or certificates containing the child’s or infant’s date of birth must be provided.
6.1.4 When booking connecting flights, passengers must understand and comply with the minimum connecting time requirements stipulated by each airport. If the connecting time of the connecting flights booked by the passenger does not meet the minimum connecting time standard, Hainan Air Services has the right to refuse the booking.
6.1.5 Special passengers such as infants, pregnant women, unaccompanied minors, and seriously ill patients must meet Hainan Air Services’ transportation standards for ticket purchase. The specific transportation standards are displayed in the travel information section of the Hainan Air Services official website, along with the general conditions of carriage.
6.1.6 For passengers who are not suitable for air travel, Hainan Air Services has the right to refuse to sell tickets and refuse carriage. Passengers with restricted transportation must meet certain requirements and obtain the consent of Hainan Air Services and other relevant carriers before they can book and purchase tickets.
6.1.7 Passengers must independently check the relevant regulations regarding entry and exit, health quarantine, and customs at the departure, transit, or destination airports. Hainan Air Services is not responsible if the passenger is unable to complete the journey due to failure to comply with these regulations.
6.1.8 For passengers who maliciously occupy seats or make fraudulent bookings, Hainan Air Services has the right to restrict their booking and ticket purchase as appropriate.
6.2 Ticket Purchase Deadline
When passengers make a reservation, Hainan Air Services or its sales agent will inform the passenger of the ticket purchase deadline. Passengers should purchase tickets and pay the applicable fare and taxes within the time limit stipulated or agreed upon by Hainan Air Services. Otherwise, Hainan Air Services has the right to cancel their reservation. 6.3 Information Disclosure
6.3.1 When Hainan Air Services or its sales agents sell tickets through online channels, they will inform passengers of the main service information of the selected flight, including but not limited to the following:
(1) Carrier name, including the contracting carrier and the operating carrier;
(2) The airports and terminals of the flight’s origin, transit points, and destination;
(3) Flight number, flight date, class of service, scheduled departure and arrival times;
(4) When booking two or more flights simultaneously, it should be clearly indicated whether they are connecting flights;
(5) The applicable fare and ticket conditions for the flight, including ticket change rules and refund rules;
(6) Whether meals are provided on the flight;
(7) Taxes and fees collected in accordance with national regulations;
(8) Applicable baggage regulations for the flight, including baggage size, weight, and free baggage allowance.
6.3.2 When Hainan Air Services or its sales agents sell tickets through ticket offices or by telephone, they will inform passengers of the above information or instruct them to obtain the above information from the Hainan Air Services official website. After purchasing a ticket, the passenger is deemed to have read and agreed to this information.
6.3.3 To facilitate passengers’ better understanding of relevant service standards, when Hainan Air Services or its sales agents sell tickets through online channels, the complete content of Hainan Air Services’ General Conditions of Carriage has been included as mandatory reading for passengers during the ticket purchase process, ensuring that purchasers are aware of this information during the booking process. When Hainan Air Services or its sales agents sell tickets through ticket offices or by telephone, they must remind purchasers or passengers to read the Hainan Air Services General Conditions of Carriage on the Hainan Air Services official website. 6.3.4 To inform passengers of their selected flight information and boarding instructions, Hainan Air Services or its sales agents will provide passengers with important itinerary details in electronic or paper form after issuing the ticket. This includes, but is not limited to, the following information. Passengers should carefully verify the information to ensure its accuracy:
(1) The main flight service information as stipulated in Article 6.3.1 of these conditions;
(2) Passenger name;
(3) Ticket number or contract number and ticket validity period;
(4) Travel tips, including the time requirements for stopping check-in procedures at the flight’s departure point, prohibited or restricted items, etc.;
(5) How to obtain the applicable Hainan Air Services General Conditions of Carriage free of charge.
6.3.5 When passengers purchase code-share flight tickets operated by Hainan Air Services’ market partners, Hainan Air Services or its sales agents will inform the ticket purchaser or passenger of the actual carrier of the code-share flight, and check-in procedures will be handled at the actual carrier’s counter. The rules for ticket refunds and changes, baggage, ground and in-flight services, and irregular flight service standards for code-share flights will be handled in accordance with the code-share cooperation agreement and relevant regulations between the contracting carrier and the actual carrier.
6.4 Personal Information
6.4.1 Passengers shall ensure the authenticity and accuracy of the personal information provided to Hainan Air Services and shall bear all consequences arising from inaccurate information.
6.4.2 The personal information provided by passengers to Hainan Air Services is intended for reservation, ticketing, and arranging related transportation services. Once a passenger submits a reservation or ticket purchase application, they authorize Hainan Air Services to retain their personal information for the purpose of fulfilling the air transportation contract and to transmit it to relevant departments of Hainan Air Services, other relevant carriers, government departments, and providers of related services.
6.4.3 Hainan Air Services will not disclose, sell, illegally use, or provide passenger personal information to others in accordance with national regulations on personal information protection.
6.5 Onboard Seat Assignment
6.5.1 Hainan Air Services will endeavor to meet passengers’ requests for pre-assigned seats, but cannot guarantee any specific seat, and is only responsible for providing seats according to the passenger’s ticket class. For operational, safety, or security reasons, the carrier always reserves the right to assign or reassign seats on board, even after boarding. 6.5.2 Seats at emergency exits on the aircraft must be assigned by Hainan Air Services, and passengers occupying these seats must be capable of performing emergency evacuation procedures.
7.1 Flight Schedule
7.1.1 Hainan Air Services will endeavor to transport passengers and their baggage in a timely manner according to the published flight schedule valid on the date of travel.
7.1.2 The times or aircraft types listed in the flight schedule or other locations are for reference only and may change between the date of publication and the actual date of travel. Hainan Air Services does not guarantee the times or aircraft types listed in the flight schedule or other locations, and these flight times or aircraft types do not constitute part of the transportation contract between Hainan Air Services and the passenger.
7.1.3 Hainan Air Services shall not be liable for any errors or omissions in the flight schedule or other published flight times unless the loss is caused or contributed to by Hainan Air Services’ willful misconduct or gross negligence. Hainan Air Services shall not be liable for any interpretations made by its employees, agents, or representatives regarding departure or arrival times, dates, or any flight operations.
7.1.4 Before accepting a passenger’s ticket purchase, Hainan Air Services will inform the passenger of the currently valid booked flight schedule and list it on the passenger’s ticket. After the ticket is sold, Hainan Air Services may change the flight schedule. Hainan Air Services will notify passengers of flight schedule changes using the valid contact information provided by the passenger. If Hainan Air Services changes the flight schedule after the passenger purchases the ticket, involuntary changes or involuntary refunds of tickets may be processed in accordance with Clauses 8.2 or 9.3.
7.2 Flight Cancellation and Changes
7.2.1 Hainan Air Services may, without prior notice, change the aircraft type or route, cancel, interrupt, postpone, or delay flights under any of the following circumstances, without incurring any liability for compensation:
(1) To comply with national or regional laws, regulations, government rules, and other normative documents;
(2) To ensure flight safety;
(3) Force majeure or unforeseen circumstances.
7.2.1 Resulting in the airline being unable to provide the passenger with their confirmed seat (including class of service), or unable to stop at the passenger’s intermediate stop or destination, or causing the passenger to miss a connecting flight with a confirmed seat, Hainan Air Services will consider the passenger’s reasonable needs and process involuntary changes or involuntary refunds for the passenger in accordance with Articles 8.2 or 9.3 of these conditions.
7.2.2 If a Hainan Air Services flight is canceled or delayed due to one of the circumstances listed in Article
7.3 For flight changes, delays, and cancellations, Hainan Air Services will take all necessary measures to avoid losses caused by delays to passengers and their baggage. Hainan Air Services will not be liable if it has taken all necessary measures or if it was impossible to take such measures.
7.4 Services for Irregular Flights
7.4.1 If a flight is delayed or canceled at the departure airport due to reasons such as Hainan Air Services’ aircraft maintenance, flight scheduling, or crew issues, Hainan Air Services will provide passengers with meals or accommodation services according to its regulations.
7.4.2 If a flight is delayed or canceled at the departure airport due to reasons beyond Hainan Air Services’ control, such as weather, air traffic control, activities of other airspace users, public safety, airport issues, customs and immigration, fuel supply, departure systems, or passenger reasons, Hainan Air Services may assist passengers with providing information on meals, accommodation, and flight information, but the costs incurred will be borne by the passenger.
7.4.3 If a flight is delayed or canceled at a stopover point or diverted, regardless of the reason, Hainan Air Services will provide meals or accommodation services to stopover and diverted passengers according to its regulations.
7.4.4 When a flight is delayed or canceled, Hainan Air Services and its sales agents and ground service agents should prioritize providing services to passengers requiring special care, such as passengers with disabilities, elderly passengers, pregnant women, and unaccompanied minors.
7.4.5 In case of flight delays or cancellations, Hainan Air Services and its ground service agents should provide explanations and promptly notify passengers of flight delays or cancellations. Passengers can download the “Irregular Flight Certificate” through the Hainan Air Services APP, Hainan Air Services WeChat official account, or Hainan Air Services WeChat mini-program. 7.5 Flight Delay Compensation
Due to flight delays caused by Hainan Air Services (including aircraft maintenance, flight scheduling, and crew issues), Hainan Air Services will provide financial compensation to passengers based on the actual duration of the flight delay:
7.5.1 For flight delays of 4 (inclusive) to 8 hours, each passenger will receive RMB 200 in compensation.
7.5.2 For flight delays of 8 hours (inclusive) or more, each passenger will receive RMB 400 in compensation.
7.5.3 Passengers holding infant tickets are not eligible for the above financial compensation.
7.5.4 Hainan Air Services may provide compensation in cash or through equivalent amounts of Fortune Wings Club points, vouchers, etc.
7.5.5 If the above compensation standards are inconsistent with applicable local laws and regulations, the local laws and regulations shall prevail.
8.1 Voluntary Changes
8.1.1 If a passenger wishes to voluntarily change their flight, date, route, or class of service after purchasing a ticket, Hainan Air Services and its sales agents will process the change according to the ticket’s terms and conditions, provided there are available seats on the desired flight and time permits. When making voluntary changes, the fare will be recalculated. If the new fare is higher, the passenger must pay the difference in fare and other related fees. If the new fare is lower, the passenger can choose to process a voluntary refund and then purchase a new ticket, or they can choose to maintain the original fare and continue their journey.
8.1.2 If a passenger wishes to voluntarily change the carrier after purchasing a ticket, Hainan Air Services and its sales agents may process the ticket endorsement, provided there are no transfer restrictions in the ticket’s terms and conditions, and the requested carrier has a reciprocal sales or settlement agreement with Hainan Air Services. The passenger must bear the resulting fare difference and other related fees. If the ticket does not meet the above requirements for endorsement, it will be handled according to the voluntary refund regulations.
8.1.3 Hainan Air Services sales agents are not authorized to process endorsements for passengers without special authorization.
8.1.4 Unless otherwise specified, children using child fares or infants occupying a seat will be charged change fees according to adult standards, while infants not occupying a seat and using infant fares will not be charged change fees.
8.2 Involuntary Changes
In cases of flight cancellation, flight departure delay, flight advancement, route change, class of service change, or the carrier’s inability to operate the original flight, involuntary changes will be handled according to the following regulations:
8.2.1 For passengers on Hainan Air Services flights, if the involuntary change is due to reasons attributable to Hainan Air Services, Hainan Air Services will consider the passenger’s reasonable needs and take one of the following measures:
8.2.1.1 Change the passenger’s flight to the nearest available Hainan Air Services flight free of charge;
8.2.1.2 With the consent of the passenger and the endorsed carrier, process a free endorsement for the passenger.
8.2.2 For passengers traveling on Hainan Air Services flights, if involuntary ticket changes occur due to reasons not attributable to Hainan Air Services, Hainan Air Services will consider the passenger’s reasonable needs and take one of the following measures:
8.2.2.1 Rebook the passenger free of charge to the nearest available Hainan Air Services flight;
8.2.2.2 If permitted by the ticket conditions, and with the consent of the passenger and the transferring carrier, process the transfer according to the ticket conditions. Any fare difference and tax difference will be borne by the passenger.
8.2.3 After the passenger confirms the new flight and completes the involuntary ticket change procedures, if the passenger requests further changes or refunds due to their own reasons, Hainan Air Services or its sales agents will process the request according to the ticket conditions.
8.2.4 Unless otherwise stipulated, if a passenger voluntarily cancels their reservation or misses their flight due to reasons not attributable to the carrier before Hainan Air Services announces flight delays, cancellations, or other irregular flight information, Hainan Air Services or its sales agents will process subsequent ticket changes, refunds, or rebookings according to the ticket conditions; for passengers who have already processed voluntary changes or refunds before Hainan Air Services announces flight delays, cancellations, or other irregular flight information, the change fees and refund fees paid by the passenger will not be refunded.
8.2.5 In the case of connecting flights, if one or more segments are changed, preventing the passenger from completing the entire journey as scheduled, Hainan Air Services, as the contracting carrier, will assist the passenger in reaching their final destination or intermediate stopover point.
8.2.6 In the case of connecting flights, involuntary ticket changes will be handled according to Section 8.2 of these conditions.
8.2.7 For multi-segment tickets purchased separately for non-connecting flights, each segment’s ticket constitutes a separate transportation contract. If one or more segments of Hainan Air Services flights are irregular, the Hainan Air Services ticket for the affected segment(s) will be handled according to Section 8.2 of these conditions; changes to other normal flight tickets must be handled by the contracting carrier according to the ticket conditions, and any resulting costs will be borne by the passenger.