Notification for International Flight

Dear passengers,

According to the notice from Yantai Penglai International Airport, Yantai Airport officially open Terminal 2 at 0:00 Beijing time on June 28, 2024, and Terminal 1 will cease operations at the same time.

After the opening of Terminal 2, the flight cut-off time was adjusted from 30 minutes before departure to 35 minutes before departure; Hainan Airlines domestic flight check-in counters are located in the departure hall Island B and Island C areas, of which No. 01 to 04 are self-service baggage check-in counters, and No. 05 to 12 are manual check-in counters.

To ensure your smooth journey, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to complete the check-in procedures to avoid missing your flight. We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

When you find that you have booked any ticket incorrectly, the following rules will apply.

An incorrectly booked ticket means a ticket where the passenger's name, document information or flight information is entered incorrectly, or a repeatedly booked ticket on the same flight.

I. Scope of application

International and regional routes actually operated by Hainan Airlines as indicated on international transportation certificates issued by Hainan Airlines

II. Handling provisions

(I) Rules for handling incorrect passenger names and document information

Passenger names and document information entered incorrectly at the time of ticketing may be corrected according to the following rules.

1. Scope of free change of passenger names

The number of characters allowed to be changed in a Chinese pinyin or English name should not exceed three (English letters), but this restriction will not apply provided that the same passenger can be judged. This includes without limitation the following cases:

(1) There is a reversal in the Chinese pinyin or English first and last names (a reversal between the first and last names or in the first name);

(2) The English first and middle names are reserved, or the middle name is missing at the time of booking;

(3) The spelling in Taiwan or Hong Kong pinyin of a name differs from that in Chinese pinyin; for example, "LIQIAN" can be changed to "LEEQIAN";

(4) The name is repeated, including partial repetition of the first and last names or the first or last name, etc., such as CHENYI/CHENYI and CHEN/CHENYI;

(5) A "slash" is inserted into an English name incorrectly, or an integral name (not divided into first and last names) is divided at the time of booking; for example, the original name AUCHMANMODE is entered incorrectly as AUCH/MANMODE at the time of booking, which can be changed to AUCHMANMODE/MR;

(6) The gender designation is entered incorrectly; for example: "WANG/SHAN MR" is changed to "WANG/SHAN MISS";

(7) The former name is to be changed, where the passenger presents a reasonable and relevant evidentiary material between the new and old names.

2. Provisions on free name change for passengers

(1) Your ticket's document number has not been changed, and your ticket's status is "OPEN FOR USE". After the name is changed, the document number should not be changed.

(2) A ticket that falls within the above scope of name change may be subject to one free name change; for a ticket that has already undergone a name change, changing the name again will be handled as voluntary refund.

3. Provisions on change of part of passenger document information

If the passenger name of a ticket is correct, but the number or valid period of the document is incorrect, the passenger may contact Hainan Airlines for a change. Hainan Airlines may change the number or valid period of the document for free but only once after verifying that the new document number provided by the passenger is authentic and valid, provided that such change should not exceed three characters. After the document information of a ticket is changed, the passenger name should not be changed.

(II) Refund rules for tickets with incorrect flight information

If any flight information (e.g., flight voyage, flight number, flight date) provided at time of booking is incorrect due to the passenger's mistake, etc., and the following conditions are met, free refund may be handled for the incorrectly booked ticket:

1. The booked seat on the incorrectly booked ticket has been cancelled, and a correct ticket of a Hainan Airlines flight has been rebooked within 24 hours after ticketing.

2. The fare of the rebooked ticket should not be lower than that of the incorrectly booked ticket.

3. Only if the passenger has rebooked a correct ticket of a Hainan Airlines flight and started his/her itinerary can free refund be handled for the incorrectly booked ticket.

For any ticket that does not meet the above conditions, or any incorrectly booked ticket that has undergone a ticket change or check-in, or has been partly used, the voluntary refund rules will apply.

(III) Refund rules for repeatedly booked tickets

If a passenger books two or more tickets on the same flight of Hainan Airlines on the same date (including the case where the single-trip and round-trip tickets booked by a passenger have any identical flight and are both unused), one repeatedly booked ticket may be refunded for free according to the following provisions. If any other repeatedly booked ticket is to be refunded, the voluntary refund rules will apply:

1. For repeatedly booked tickets, one of them may be refunded for free 24 hours or more before the scheduled departure time of the flight. If the tickets have the same fare, the passenger may file a free refund application with the original issuer; if the tickets have different fares, the passenger can only file a free refund application for the last booked ticket with the original issuer.

2. After a passenger starts his/her itinerary, he/she can file a free refund application with the original issuer for any repeatedly booked ticket that is completely unused and meets the above requirements only.

III. Handling channels

Ticketing offices directly affiliated to Hainan Airlines, Hainan Airlines customer service hotline +86-898-95339, and original ticket issuing places.

IV. For tickets that do not comply with the above rules, the voluntary change or refund rules will apply.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

After booking a ticket, if you are unable to travel by the flight specified on the ticket for any health reason such as illness, you may apply for a change or refund according to the following rules.

I. Scope of application

International and regional routes actually operated by Hainan Airlines as indicated on international transportation certificates issued by Hainan Airlines.

II. Handling provisions

(I) Evidentiary materials to be provided and requirements

1. The passenger's valid identity document;

2. An authentic and valid medical certificate (e.g., diagnosis certificate, medical record, or hospitalization certificate) and payment invoices or a hospitalization deposit certificate issued by a medical institution.

Medical institution requirements

(1) Any hospital that can be found on the website of the National Health Commission or any of its affiliated medical institutions (excluding any institution not affiliated to a hospital, such as a school clinic or corporate clinic); The website of the National Health Commission is http://zgcx.nhc.gov.cn:9090/unit.

(2) Any medical institution affiliated to the military.

(3) Medical evidentiary materials out of China, or in Hong Kong, Macao or Taiwan should be issued by a regular hospital or practicing physician.

Requirements for medical certificate and invoice issuance

(1) Verifiable and authentic payment invoices should be provided.

(2) A hospitalization deposit certificate affixed with the official seal of a medical institution should be provided.

(3) If a serviceman receives medical treatment at a military hospital and is unable to provide any payment invoice, his/her appropriate evidentiary materials as a serviceman may be provided instead.

(4) In case of medical treatment at an overseas, Hong Kong, Macao or Taiwan medical institution, authentic and valid payment vouchers should be provided.

(5) Payment invoices include medicine, treatment, examination and hospitalization expenses, etc. Providing invoices of registration fees, examination expenses and medical service expenses only is regarded as providing incomplete materials.

(6) The issuance and printing dates of the relevant medical treatment vouchers should be on or after the actual ticketing date and before the scheduled departure time of the flight specified on the ticket.

(II) Ticket change and refund provisions

1. A passenger who makes a change due to illness is exempt from the change fee once. If any fare difference is to be collected subsequently, any further change will be handled as a voluntary change; refund due to illness will be handled as involuntary refund, and no refund fee will be collected.

2. Companions of sick passengers

A companion refers to a person whose flight segments, flight and travel date are exactly the same as those of a sick passenger.

1) If a companion of a sick passenger requests refund, refund should be handled at the same time and place as the sick passenger, and the booked seat should have been cancelled before departure. The ticket change and refund rules for them are the same as those for sick passengers. Each sick passenger can have at most two companions.

2) If any of the following conditions is met, the number of companions can be increased to five. For any such companion, refund should be handled at the same time and place as the sick passenger, and the booked seat should have been cancelled before departure. The ticket change and refund rules for them are the same as those for sick passengers.

(1) He/she is in the same PNR with the sick passenger.

(2) He/she has booked a ticket through any online channel of Hainan Airlines (official website, app, applet, WeChat official account, etc.), the customer service hotline +86-898-95339, or the Hainan Airlines group sales system, and such ticket is under the same order as the ticket of the sick passenger.

(3) The ticket numbers of such companion and the sick passenger are consecutive.

(4) He/she is a family member on the same document (household register, marriage certificate, birth certificate, only child certificate, or property ownership certificate).

III. Handling channels

Sales units directly affiliated to Hainan Airlines, Hainan Airlines customer service hotline +86-898-95339, and original ticket issuing places.

IV. Hainan Airlines will verify the authenticity and validity of materials for refund due to illness. If any material is falsified, Hainan Airlines reserves the right to hold the passenger specified on the ticket to be refunded or changed due to illness accountable. In addition, Hainan Airlines may ask a passenger to provide relevant supporting materials as necessary for material review. If the passenger refuses or is unable to provide such materials, the voluntary change or refund rules will apply.

V. For tickets that do not comply with the above rules, the voluntary change or refund rules will apply.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

To further enhance service experiences of international transfer passengers, the baggage through check-in equipment and facilities in Haikou will be upgraded and transformed from June 26, 2024 (with an estimated construction period of 35 days).

To ensure smooth travel during this period, if you are traveling from Melbourne to Haikou for transfer to a domestic flight by a Tuesday flight and want to check in your baggage to Haikou, you’re advised to claim your baggage and pass the customs inspection along the route instructed by airport signs after arriving at Haikou Meilan International Airport, and then handle the boarding procedure for the domestic flight at the domestic departure hall on Floor L3 of Terminal T2.

If you have any special difficulty and need to handle baggage check through, please inform the ground service personnel of Hainan Airlines at the check-in counter. The ground service personnel at the transfer airport will assist with baggage transfer by other means where possible, but the guaranteed time is uncertain. If your checked baggage cannot be transported through a given flight, we will transport it through a subsequent flight. Please also keep your reserved means of communication reachable during your transfer in Haikou, so that you can be contacted timely when your baggage has to be opened for inspection. In addition, as notified by the competent authority, if there is any fruit, fresh food, dairy or electronic product in your checked baggage, it cannot pass the customs inspection, and if there is any lighter, electronic product with a lithium battery, controlled knife or electronic cigarette in your checked baggage, it cannot pass the domestic security inspection. Please organize the items in your baggage in advance.

We apologize for any inconvenience this may cause you.

The flights expected to be affected are as follows:

Hainan Airlines Holding Co., Ltd.

Dear Fortune Wings Club Members：

From 1 July 2024, Fortune Wings Club will adjust standard for earning points and using points on flight. Please click on the link below to view the details.

New Points-Earning Standards

New Points-Earning Standards for Children

New Redemption Standards for flights

New Redemption Standards for Upgrades

Dear passengers,

I. Principle for overbooking handling

1. Hainan Airlines will notify overbooked passengers of their rights by means of this announcement, verbal notification, etc.

2. Volunteer solicitation procedure: If the actual number of passengers on board exceeds the number of seats due to overbooking by Hainan Airlines, Hainan Airlines or its ground service agent will inform the compensation method and subsequent service arrangements for passengers giving up their seats voluntarily through verbal notification by staff members at the check-in counters or boarding gate or by placing/posting a notice of volunteer solicitation for overbooking when the check-in procedure for the flight begins. In this way, it will look for passengers who give up their seats voluntarily and negotiate the conditions of giving up their itineraries voluntarily with them.

3. If there are not sufficient volunteers, the boarding priority rules are as follows:

(1) Elderly, young, sick, disabled and pregnant passengers, and unaccompanied children with special service needs who are approved by Hainan Airlines and for whom arrangements are made in advance;

(2) Holders of Fortune Wings Platinum, Gold and Silver cards;

(3) Passengers of subsequent connecting international and regional flights;

(4) Transit connecting passengers with a tight subsequent transfer schedule.

II. We will provide follow-up service support for passengers who are unable to travel.

1. We will arrange free flights with the earliest available seats for passengers to travel as soon as possible.

2. Alternatively, this will be handled as involuntary refund without collecting the refund fee.

3. Alternatively, this will be handled as involuntary rescheduling or transfer without collecting the ticket change fee and the fare difference.

4. During mealtime, we will provide free meals and drinks to passengers; if the original and subsequent flights differ by 4 hours or more in time, we will provide free hotel rest service to passengers.

III. In addition to the above service support, we will also provide cash compensation to passengers.

1. Compensation conditions

When all the following conditions are met, passengers who give up their itineraries voluntarily or are denied boarding will receive overbooking compensation.

(1) The passenger has booked a seat on the flight (including any passenger holding a point reward ticket), excluding passengers under various rewards and airline staff workers exempt from tickets or entitled to discount tickets.

(2) The passenger has arrived at the designated check-in counter to handle the check-in procedure before the check-in deadline.

(3) The passenger is not a passenger denied transportation by Hainan Airlines according to the General Conditions of International Passenger and Baggage Transportation of Hainan Airlines Holding Co., Ltd.

2. Compensation method

A passenger who gives up his/her seat voluntarily or is denied boarding due to overbooking will receive cash compensation of 200 yuan per capita. If any local law or regulation in the place where denial of boarding occurs due to flight overbooking, such law or regulation will apply.

IV. Passengers may get an overbooking certificate by logging into the Hainan Airlines app, WeChat official account, mini-program, etc.

The above procedure applies to international flights actually self-operated by Hainan Airlines (excluding charter flights). Code-share flights will be handled by the actual carrier according to the applicable provisions. Hainan Airlines is very sorry for any inconvenience to you arising from flight overbooking, and sincerely thanks every passenger for understanding and supporting flight overbooking.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

For international flights of Hainan Airlines, involuntary change or refund may be handled according to the following provisions in case of cancellation, a departure delay, ahead of schedule, a change of flight voyage, a change of cabin class, or the carrier's inability to operate the original flight:

I. Involuntary Change

1. If you are on an international/regional flight of Hainan Airlines, and your ticket is changed involuntarily for any reason not attributed to Hainan Airlines, the following provisions will apply during the valid period of your ticket:

(1) If a subsequent international flight of Hainan Airlines with the earliest available seat and the same service level as your original ticket is arranged for you, you will not have to pay the ticket change fee, fare difference and tax difference.

(2) If you change to a subsequent international flight with the earliest available seat and the same service level as your original ticket of a member company of Hainan Airlines Group with the consent of the relevant carrier, you will not have to pay the ticket change fee, fare difference and tax difference.

(3) If you need to change to a subsequent international flight of an airline company other than a member company of Hainan Airlines Group, we will handle it according to the general conditions of transportation and the conditions for ticket use applicable to your ticket, and the ticket change fee, fare difference and tax difference so incurred will be borne by you.

2. If you are on an international/regional flight of Hainan Airlines, and your ticket is changed involuntarily for any reason attributed to Hainan Airlines, the following provisions will apply during the valid period of your ticket:

(1) If a subsequent international flight of Hainan Airlines with the earliest available seat and the same service level as your original ticket is arranged for you, you will not have to pay the ticket change fee, fare difference and tax difference.

(2) If you change to a subsequent international flight with the earliest available seat and the same service level as your original ticket of any other airline company with the consent of the relevant carrier, you will not have to pay the ticket change fee, fare difference and tax difference.

3. If you request a further change or refund on your own account after confirming the new flight and completing the involuntary ticket change procedure, the provisions on voluntary change or refund will apply.

II. Involuntary Refund

If the international/regional flight of Hainan Airlines taken by you becomes irregular, you may apply for involuntary refund within the refund period. The following provisions will apply:

1. If your ticket is completely unused, the paid fare will be refunded to you in full without collecting the refund fee;

2. If your ticket has been partly used, the fare and taxes corresponding to the used segment will be deducted from the paid amount. However, the refunded amount should not exceed the paid amount, and the balance will be refunded to you without collecting the refund fee.

III. Ticket with Connecting Flight

1. For any ticket with connecting flight for two or more flights set out in a single contract of transportation, if any flight of Hainan Airlines among these flights becomes irregular, so that you are unable to complete the entire itinerary on schedule:

(1) For any irregular segment, the relevant change and transfer procedures will be handled according to the involuntary change rules specified in Section I above, or the relevant refund procedure will be handled according to the involuntary refund rules specified in Section II above.

(2) If your seat on a regular segment has been cancelled before Hainan Airlines releases irregular segment information on any flight delay, cancellation, etc., the relevant procedures will be handled for such regular segment according to your conditions for ticket use, and any expense so incurred will be borne by you.

(3) If your seat on a regular segment has been cancelled after Hainan Airlines releases irregular segment information on any flight delay, cancellation, etc., for such regular segment, the relevant change and transfer procedures will be handled according to the involuntary change rules specified in Section I above, or the relevant refund procedure will be handled according to the involuntary refund rules specified in Section II above.

2. Except connecting flight tickets mentioned above, if the segments of any other multi-segment ticket purchased by you are under different transportation contracts, when any flight of Hainan Airlines becomes irregular while the other flights are regular, for the ticket for such irregular flight of Hainan Airlines, the relevant change and transfer procedures will be handled according to the involuntary change rules specified in Section I above, or the relevant refund procedure will be handled according to the involuntary refund rules specified in Section II above. The relevant procedures will be handled for the tickets for the other regular flights according to the voluntary refund and change provisions, and any expense so incurred will be borne by you.

IV. Relevant Instructions

1. In this reminder, "flight cancellation", "flight departure delay", and "flight ahead of schedule" are defined as follows:

(1) "Flight cancellation" means that a flight plan is cancelled due to an expected flight delay or a delay.

(2) "Flight departure delay" means that the actual departure and unchocking time of a flight is over 15 minutes later than the scheduled departure time.

(3) "Flight ahead of schedule" means that the scheduled departure time of a flight after its schedule is adjusted is earlier than that specified on the ticket.

2. The member companies of Hainan Airlines Group refer to Grand China Air, Capital Airlines, Tianjin Airlines, Hong Kong Airlines, Lucky Air, West Air, GX Airlines, Fuzhou Airlines, Urumqi Air, Air Changan, and Suparna Airlines.

3. A subsequent flight means a flight with the earliest available seat.

4. We will handle any product ticket purchased by you according to the product rules, and the refund and change provisions for the product will be subject to the refund and change provisions agreed on in advance.

5. Unless otherwise specified, if you have cancelled your reservation voluntarily or missed a flight for any non-carrier reason before Hainan Airlines releases irregular flight information on any flight delay, cancellation, etc., the subsequent refund and change procedures will be handled according to the conditions for ticket use.

6. You may handle self-service ticket change through the official website of Hainan Airlines, the Hainan Airlines app, the WeChat official account of Hainan Airlines, the Hainan Airlines WeChat mini-program or an SMS link. If you have any question, please call the Hainan Airlines customer service hotline 95339 ext. 6.

7. Other matters will be handled according to the applicable provisions of the General Conditions of International Passenger and Baggage Transportation of Hainan Airlines.

Thank you for taking this flight of Hainan Airlines. Wish you a pleasant journey.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from June 5, 2024 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Grand China Air will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 30 per passenger; For segments exceeding 800 kilometers: RMB 50 per passenger.

2. For children (including unaccompanied minors) and disabled revolutionary servicemen and policemen disabled in the line of duty, who are eligible for a 50% discount on the adult published fare as per Civil Aviation Administration of China (CAAC) regulations, fuel surcharges will be halved as follows: For segments of 800 kilometers or less: RMB 10 per passenger; For segments exceeding 800 kilometers: RMB 20 per passenger.

3. Infant passengers will be exempt from fuel surcharges.

4. For international tickets, the fuel surcharges will be determined based on system-calculated results.

5. The collection of fuel surcharges will be based on the original ticket issuance date. For domestic tickets sold prior to June 5, 2024, if changes to travel dates are made on or after June 5, 2024, the fuel surcharges already collected will not be refunded or adjusted.

Grand China Air Co., Ltd

Dear passenger,

Effective from June 5, 2024 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines Air will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 30 per passenger; For segments exceeding 800 kilometers: RMB 50 per passenger.

2. For children (including unaccompanied minors) and disabled revolutionary servicemen and policemen disabled in the line of duty, who are eligible for a 50% discount on the adult published fare as per Civil Aviation Administration of China (CAAC) regulations, fuel surcharges will be halved as follows: For segments of 800 kilometers or less: RMB 10 per passenger; For segments exceeding 800 kilometers: RMB 20 per passenger.

3. Infant passengers will be exempt from fuel surcharges.

4. For international tickets, the fuel surcharges will be determined based on system-calculated results.

5. The collection of fuel surcharges will be based on the original ticket issuance date. For domestic tickets sold prior to June 5, 2024, if changes to travel dates are made on or after June 5, 2024, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Starting from 5 December 2022, Macao Airport Implementing "Regime of Tobacco Prevention and Control" : It is prohibited to manufacture, distribute, sell, import, export or otherwise bring in and out of the Macao SAR e-cigarettes and tobacco products intended for oral use or to be inhaled. Offenders are liable to a fine of MOP4,000; private entities or the tobacco industry that contravenes the law is liable to a fine of MOP20,000 to 200,000. To protect your properties from loss, Hainan Airlines requests you to read the notice carefully. Thank you for understanding and support.

Dear passengers,

According to the notice of Shanghai Pudong International Airport, starting from 0:00 on May 6, 2024, the check-in counter of Hainan Airlines will be temporarily relocated to counter L19-L32 (The expected adjustment time is 40 days).

To ensure your smooth journey, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to complete the check-in procedures to avoid missing your flight.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to relevant national laws and regulations, Hainan Airlines flight HU730 from Boston to Beijing requires a mid-flight fuel replenishment stop at Seattle Tacoma International Airport in the United States. During this stop, passengers are not permitted to board or disembark from the aircraft. We appreciate your understanding and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Hainan Airlines hereby announces the following regulations regarding passenger tickets for routes Tel Aviv routes, in order to assist passengers in making better travel arrangements under state of affairs in Israel:

I. Scope of Application

Tickets (including those redeemed with mileage) issued or exchanged before April 4, 2024 (inclusive), with ticket numbers starting with 880, for Hainan Airlines flights to and from Tel Aviv, and with travel dates falling between April 14, 2024 (inclusive) and May 14, 2024 (inclusive).

II. Regulations for Changing and Refunding Tickets

(1) Ticket Change

For flights operated by Hainan Airlines on the mentioned routes, the first change made on or before 1st July 2024 will be exempt from change fees. Any fare difference will be charged in accordance with the regulations. Subsequent changes will be subject to the terms and conditions of the passenger ticket.

(2) Refund

Passengers can request a refund free of charge by contacting the original purchasing channel within the ticket’s validity period. If a passenger modifies their ticket according to the above rules and requests a refund, it will be processed according to the terms and conditions of the ticket.

(3) Above changes and refunds can only be processed after the booked seat is cancelled before the flight departure.

III. Others

This provision does not apply to passengers who have already changed or refunded their tickets prior to the issuance of this notice.

Thank you for your support and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Hainan Airlines hereby announces the following regulations regarding passenger tickets for routes via Chinese Taipei, in order to assist passengers in making better travel arrangements during emergencies(Earthquake) in Chinese Taipei:

I. Scope of Application

Tickets (including those redeemed with mileage) issued or exchanged before April 3, 2024 (inclusive), with ticket numbers starting with 880, for Hainan Airlines flights and Code Share flights(Flights Number start with *HU) to and from Taipei, and with travel dates falling between April 3, 2024 (inclusive) and May 3, 2024 (inclusive).

II. Regulations for Changing and Refunding Tickets

(1) Ticket Change

For flights operated by Hainan Airlines and Hainan Airlines' Code Share flights on the mentioned routes, the first change made on or before 30 June 2024 will be exempt from change fees. Any fare difference will be charged in accordance with the regulations. Subsequent changes will be subject to the terms and conditions of the passenger ticket.

(2) Refund

Passengers can request a refund free of charge by contacting the original purchasing channel within the ticket’s validity period. If a passenger modifies their ticket according to the above rules and requests a refund, it will be processed according to the terms and conditions of the ticket.

(3) Above changes and refunds can only be processed after the booked seat is cancelled before the flight departure.

III. Others

This provision does not apply to passengers who have already changed or refunded their tickets prior to the issuance of this notice.

Thank you for your support and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

For your safety in air travel with Hainan Airlines, please take carry-on baggage that complies with the following standards. Should your carry-on baggage exceed the stipulated limits in terms of number, weight, or size, there is a possibility of being denied boarding, or your baggage may not be transported on the same flight. Any delayed baggage must be personally claimed at the airport, and you will be responsible for any associated losses incurred.

Carry-on Baggage (Unchecked Baggage) Standards for Hainan Airlines are as follows:

Note: In compliance with the regulations of the United States Department of Transportation (DOT), passengers on U.S. departing flights are limited to one piece of carry-on baggage.

Additionally, passengers are permitted to bring a few small items free of charge. These items, including but not limited to handbags, briefcases, laptop bags, and other items of similar size, should fit under the front seat without occupying extra space in the cabin baggage compartment. Please ensure these items are well-packaged and secure. Reference size: Length, width, and height of the items should not exceed 30 cm (12 inches), 30 cm (12 inches), and 20 cm (8 inches), respectively.

Passengers travelling with infants may bring a portable collapsible baby stroller, and similar equipment into the cabin, provided that the stroller is no larger than 55 cm (22 inches) in length, 40 cm (16 inches) in width, and 20 cm (8 inches) in height when collapsed. Any strollers or equipment items that exceed these dimensions must be transported as checked baggage.

Please place carry-on baggage (unchecked baggage) that conforms to the above standards in the enclosed overhead baggage compartment or under the front seat. Personal belongings of passengers seated near emergency exits and their adjacent areas (including wing exit rows and the first row of seats in the cabin) must be stored in the enclosed overhead baggage compartment to ensure an unimpeded evacuation in emergencies.

For your in-flight safety and comfort, kindly familiarize yourself with the above information before purchasing your ticket. Additionally, please reconfirm that your carry-on baggage complies with the specified limits in terms of number, weight, and size before boarding, and refrain from bringing oversized, overweight, or excess baggage into the cabin. Thank you for your support and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the official notice issued by Beijing Capital International Airport, the West Satellite Terminal in Terminal 2 will be in operation on August 1, 2023. For passengers arriving or departing from the airport, the following guidelines for boarding and disembarking are as follows:

Travel Guide for Departures and Arrivals at Terminal 2 (T2) of the Airport

Domestic Departure Process at T2

Passengers check-in at T2 → Go through security check → Boarding at the gate.

Domestic Arrival Process at T2

Passengers disembark → Proceed to T2 baggage claim to claim luggage.

International Departure Process at T2

Proceed to Hainan Airlines' international check-in counters on the second floor of T2 → Go through customs check, border check, and security check → Wait in the boarding area for departure.

International Arrival Process at T2

Passengers arrive → Go through the border check on the third floor → Proceed to T2 baggage claim to claim luggage (first floor) → Go through customs check.

Guide for Departures and Arrivals at the West Satellite Terminal

Departure process for Hainan Airlines domestic flights at the West Satellite Terminal:

1. Business class, Platinum card, Flying Express Black Gold, and Platinum passengers departing:

Passengers check-in at T2 → Proceed to domestic gates 43 at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

2. Economy class passengers departing:

Passengers check-in at T2 → Proceed to domestic waiting areas A01-A16 at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

Arrival process at the West Satellite Terminal from a Hainan Airlines domestic flight:

Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim to claim luggage.

According to the operation mode of the satellite hall in the western area of Capital Airport, incoming flights are provided by Capital Airport with inter building shuttle buses to the domestic arrival hall of Terminal T2 (including Business class, Platinum card, Flying Express Black Gold, and Platinum passengers).

Transit process for passengers between T2 Terminal and the West Satellite Terminal

1. T2 Hainan Airlines Domestic Flight - West Satellite Terminal Hainan Airlines Domestic Flight

Passengers disembark → Complete transfer procedures at the transfer counter → Proceed to domestic waiting areas A01-A16 at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

2. West Satellite Terminal Hainan Airlines Domestic Flight - T2 Hainan Airlines Domestic Flight

①For connecting passengers (baggage through check or without checked baggage): Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Reach the second floor through the transfer channel → Proceed to the transfer counter on the second floor for transfer procedures → Boarding at T2.

②For connecting passengers needing to claim the checked baggage or non-connecting passengers: Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim to claim luggage → Proceed to E/F check-in counters on the second floor → Go through security checks → Boarding at T2.

3. West Satellite Terminal Hainan Airlines Domestic Flight - West Satellite Terminal Hainan Airlines Domestic Flight

①For connecting passengers: Passengers wait directly at the West Satellite Terminal for the connecting flight.

②For non-connecting passengers with no checked baggage: Passengers print the boarding pass at the transfer counter at the West Satellite Terminal → Wait directly at the West Satellite Terminal for the flight.

③For non-connecting passengers with checked baggage: Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passenger may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim to claim luggage → Proceed to E/F check-in counters on the second floor → Go through security checks → Boarding at domestic gates 43 (for business class, Platinum card, Flying Express Black Gold, and Platinum passengers) or proceed to domestic waiting areas A01-A16 (for economy class passengers) at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passenger may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

4. West Satellite Terminal Hainan Airlines Domestic Flight Transfer to T2 Hainan Airlines International and Regional Flight

①For passengers transferring from a Hainan Airlines domestic flight at the West Satellite Terminal to the international or regional flight at T2: Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim (first floor) to claim luggage → Arrive at the T2 international check-in counters (second floor) → Go through customs check, border check, and security check → Proceed to the T2 international boarding area and wait for departure.

②For passengers transferring from a Hainan Airlines international or regional flight at T2 to a Hainan Airlines domestic flight at the West Satellite Terminal: Passengers arrive at T2 → Proceed to the T2 arrivals hall to claim luggage → Proceed to check-in counters E/F at T2 domestic area → Go through security checks → Boarding at domestic gates 43(for business class, Platinum card, Flying Express Black Gold, and Platinum passengers) or proceed to domestic waiting areas A01-A16 (for economy class passengers) at T2→ Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from January 5, 2024 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines and Grand China Air will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 40 per passenger; For segments exceeding 800 kilometers: RMB 70 per passenger.

2. For children (including unaccompanied minors) and disabled revolutionary servicemen and policemen disabled in the line of duty, who are eligible for a 50% discount on the adult published fare as per Civil Aviation Administration of China (CAAC) regulations, fuel surcharges will be halved as follows: For segments of 800 kilometers or less: RMB 20 per passenger; For segments exceeding 800 kilometers: RMB 30 per passenger.

3. Infant passengers will be exempt from fuel surcharges.

4. For international tickets, the fuel surcharges will be determined based on system-calculated results.

5. The collection of fuel surcharges will be based on the original ticket issuance date. For domestic tickets sold prior to January 5, 2024, if changes to travel dates are made on or after January 5, 2024, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Affected by the earthquake in Japan, in order to provide better passenger services and support, relevant ticketing regulations are hereby issued. The specific content is as follows:

I. Applicable Conditions

(1) Applicable flights: Hainan Airlines' international self-operated flights to and from Japan.

(2) Applicable tickets: Hainan Airlines 880 ticket.

(3) Applicable ticket issuance date: before January 1, 2024 (inclusive).

(4) Applicable flight dates: January 1, 2024 (inclusive) - January 21, 2024 (inclusive).

II. Refund and Change Regulations

A. Ticket changes:

1. Within the validity period of the ticket, passengers can change their flight once free of charge to a flight before January 31, 2024 (inclusive) (including tickets that were originally not permitted to be changed under the original ticket rules), exempt from change fees and fare differences; Subsequent changes or refunds will be handled in accordance with the usage conditions specified in the ticket.

2. Our company allows for changes between the Beijing=Osaka routes and the Beijing/Xi'an=Tokyo Narita routes

B. Ticket refund: Within the ticket refund period, passengers can handle non-voluntary ticket refund business for unused tickets at the original ticket purchase channel without charging a refund fee.

C.In order to facilitate the free change and refund of tickets, please be sure to cancel the seat reservation before the scheduled departure time of the flight. You can cancel your seat reservation or make changes and refunds through the original ticketing location, Hainan Airlines customer service hotline (+86 898) 95339, direct ticketing offices, Hainan Airlines official website and other channels.

The above ticket regulations will take effect from January 3, 2024. If you have already requested a refund or made changes before the effective date, the handling fee charged will not be refunded or compensated. Please make travel arrangements before your trip to avoid unnecessary losses.

We appreciate the understanding and support of our valued passengers.

Hainan Airlines Holding Co., Ltd

Dear passengers,

In order to assist passengers in making suitable travel arrangements, we are now issuing special handling rules for domestic air tickets affected by the Gansu earthquake. The details are as follows:

Ⅰ. Applicable Conditions

(1) Applicable Flights: Domestic flights departing from or arriving at Lanzhou, Qingyang, Longnan, and Xining operated by Hainan Airlines (including code-share flights where Hainan Airlines is the marketing carrier).

(2) Applicable Dates:

1. Applicable Flight Dates: December 19, 2023 (inclusive) to January 8, 2024 (inclusive)

2. Applicable Ticket Issuance Dates: Before December 19, 2023 (inclusive).

(3) Applicable Seat Cancellation Time: Seats must be cancelled before the scheduled departure time of the flight.

(4) Applicable Tickets: 880 ticket; domestic BSP tickets confirmed by Hainan Airlines 880; tickets from airlines with interline agreements with Hainan Airlines.

(5) For tickets already refunded or changed, change fees and refund fees already collected will not be refunded.

　Ⅱ. Special Handling Rules for Regular Flights:

(1) Ticket Refund

1. Tickets with cancelled seat reservations before the scheduled departure time can be fully refunded without a refund fee at the original place of purchase within the ticket refund period.

2. When processing a full refund on the official mobile platform of Hainan Airlines (APP, mini-program, and mobile website), please submit the refund under the reason "Involuntary Refund".

3. Refund reason note: Gansu earthquake full refund.

(2) Ticket Change

Tickets with cancelled seat reservations before the scheduled departure time can be changed for free to flights on the same route operated by Hainan Airlines on the day of the original flight and within 3 days before or after. If Hainan Airlines has no available seats within this date range, changes can be made to the nearest available Hainan Airlines flight on the same route without change fees and fare differences. Please contact Hainan Airlines' ticket offices or call the customer service hotline at 95339 to process changes.

(3) Voluntary Ticket Endorsement: Processed according to the applicable conditions of the multi-class ticket at the time of purchase.

Ⅲ. For irregular flights, the current domestic irregular flight ticket rules of Hainan Airlines will be applied.

Ⅳ. Other:

(1) If seat reservations are not cancelled before the scheduled departure time or if requests for refunds or changes are made after free changes have been processed according to this policy, the ticket will be handled according to the conditions of ticket use.

(2) Other rules will be handled according to the current domestic irregular flight ticket rules and the applicable conditions of multi-class ticket use of Hainan Airlines.

(3) This rule is effective from December 19, 2023.

Hainan Airlines Holding Co., Ltd

Dear passenger,

Effective from December 5, 2023 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines and Grand China Air will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 50 per passenger; For segments exceeding 800 kilometers: RMB 90 per passenger.

2. For children (including unaccompanied minors) and disabled revolutionary servicemen and policemen disabled in the line of duty, who are eligible for a 50% discount on the adult published fare as per Civil Aviation Administration of China (CAAC) regulations, fuel surcharges will be halved as follows: For segments of 800 kilometers or less: RMB 20 per passenger; For segments exceeding 800 kilometers: RMB 40 per passenger.

3. Infant passengers will be exempt from fuel surcharges.

4. For international tickets, the fuel surcharges will be determined based on system-calculated results.

5. The collection of fuel surcharges will be based on the original ticket issuance date. For domestic tickets sold prior to December 5, 2023, if changes to travel dates are made on or after December 5, 2023, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

To cater to the travel needs of more passengers, Hainan Airlines apply overbooking on some flights with full consideration of the specific routes, flight schedules, times, aircraft types, and connecting flights. We are committed to minimizing instances where passengers are denied boarding due to overbooking.

I. Notice to Passengers and Request for Volunteers

(1) Hainan Airlines informs overbooked passengers of their rights through overbooking announcements on its official website and oral notifications.

(2) Request for Volunteers: If there are insufficient seats for all passengers scheduled to fly, Hainan Airlines or ground service agents will inform passengers verbally at the check-in counters or boarding gates, or display a request for volunteers on overbooking flights, before the check-in procedure begins. This notification will include details of compensation and follow-up service arrangements for those who voluntarily give up their seats. Hainan Airlines will then seek volunteers and negotiate the terms for their voluntary relinquishment of reservations.

II. Boarding Priority

If Hainan Airlines or the ground service agent cannot secure enough volunteers, boarding priority will be determined based on principles of public order and morality, as well as factors such as passengers’ connecting flights and the service needs of special passengers, including seniors, minors, patients, individuals with disabilities, and pregnant women.

(1) Senior citizens, young passengers, individuals with illness, disabilities, pregnant passengers, and unaccompanied children who have special service needs with the consent of Hainan Airlines and for whom arrangements have been made in advance.

(2) Active military personnel, police officers, and fire rescue personnel with valid identification documents.

(3) Fortune Wings Platinum, Gold, and Silver Card passengers.

(4) Passengers who require international flight connections.

(5) Passengers on connecting flights with tightly-scheduled subsequent connecting times.

III. Overbooking Service and Compensation

(1) Hainan Airlines offers the following services to passengers who voluntarily give up their travel plans or are denied boarding:

1. Arranging the earliest available seats on subsequent flights at no additional cost to allow passengers to travel as soon as possible.

2. Processing involuntary refunds of tickets without charge.

3. Processing involuntary changes or endorsements of tickets without charging rescheduling fees or fare differences.

4. Providing complimentary meals and beverages during meal times and offering free hotel accommodations for passengers to rest if the subsequent flight departs at least 4 hours later than the original flight.

(2) Hainan Airlines shall grant the affected passengers financial compensation in addition to the services specified in paragraph III (1) if the following conditions are met simultaneously:

1. Passengers who have already reserved a seat on the flight (including passengers with award tickets redeemed with mileage), excluding passengers holding various types of awards or discount or free tickets for airline staff).

2. Passengers must arrive at the designated check-in counter before the deadline for completing the procedures to check in for their flights.

3. The passengers should not have been refused transportation by Hainan Airlines according to the General Conditions for Domestic Transportation of Passengers and Luggage of Hainan Airlines Holding Co., Ltd.

(3) Compensation Standards

Provide cash compensation of RMB 200 per passenger for passengers who voluntarily give up their seats and to those who are denied boarding due to overbooking. Alternatively, compensation may be provided in the form of Fortune Wings Membership Points, proportional to the cash value.

IV. Affected passengers may obtain the Certificate of Overbooking Flight by accessing Hainan Airlines’ mobile application, WeChat subscription, or WeChat mini program.

The aforementioned provisions apply only to domestic flights operated by Hainan Airlines. In the event of overbooked domestic code share flights, the relevant regulations of the operating carrier shall apply. Hainan Airlines apologizes for any inconvenience caused by flight overbooking and sincerely thanks all passengers for their understanding and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Given the local security situation in Israel, in order to assist affected passengers in better arranging their travel, relevant ticketing regulations are hereby issued, with the specific content as follows:

I. Applicable Conditions

(1) Applicable flights: Hainan Airlines' international self-operated flights to and from Tel Aviv, Israel.

(2) Applicable tickets: Hainan Airlines 880 ticket.

(3) Applicable ticket issuance date: before October 7, 2023 (inclusive).

(4) Applicable flight dates: October 21, 2023 (inclusive) - December 31, 2023 (inclusive).

II. Refund and Change Regulations

(1) Ticket changes: Within the validity period of the ticket, passengers can change their flight once free of charge to a flight before March 31, 2024 (inclusive) (including tickets that were originally not permitted to be changed under the original ticket rules), exempt from change fees and fare differences; Subsequent changes or refunds will be handled in accordance with the usage conditions specified in the ticket.

Our company allows for changes between the Beijing/Shenzhen/Shanghai and Tel Aviv routes.

(2) Ticket refund: Within the ticket refund period, passengers can handle non-voluntary ticket refund business for unused tickets at the original ticket purchase channel without charging a refund fee.

(3) In order to facilitate the free change and refund of tickets, please be sure to cancel the seat reservation before the scheduled departure time of the flight. You can cancel your seat reservation or make changes and refunds through the original ticketing location, Hainan Airlines customer service hotline 95339, direct ticketing offices, Hainan Airlines official website and other channels.

The above ticket regulations will take effect from October 25, 2023. If you have already requested a refund or made changes before the effective date, the handling fee charged will not be refunded or compensated. Please make travel arrangements before your trip to avoid unnecessary losses.

We appreciate the understanding and support of our valued passengers.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

We have recently become aware of criminals impersonating Hainan Airlines customer service personnel and sending fraudulent text messages to travellers. These messages typically involves overcharging passengers for tickets and instructing them to call a phone number to obtain a refund. In some instances, passengers are informed that they can claim a free refund due to flight cancellations, but are required to pay a handling fee. Additionally, travellers are alerted to issues with their bank card and are instructed to contact a phone number to provide authorization, which allows the criminals to access their private information.

To ensure a smooth travel and to avoid unnecessary losses, Hainan Airlines would like to provide you the following tips:

1. Our 24-hour booking service hotline is 95339.

2. In the event of system upgrades or outages, Hainan Airlines will publish official announcements on our website. If the information you receive does not align with your details, please call the Hainan Airlines booking service hotline for guidance.

3. Hainan Airlines has implemented appropriate measures to safeguard passenger data confidentiality. If you suspect that your personal information may have been leaked, please contact the police immediately. We will actively cooperate with any investigation.

For any inquiries, please call the Hainan Airlines 24-hour booking hotline at 95339. Thank you.

Hainan Airlines Holding Co., Ltd.

Recently, there have been frequent incidents of online fraud, with criminals impersonating airline or agent staff to call passengers or send fraudulent information to passengers. The fraudster guided the passengers to cheat the passengers by obtaining Alipay verification code, downloading APP, clicking the link, etc., on the ground that the flight change required the passengers to return or change their tickets or issue compensation (The content mainly includes mechanical failures, flight cancellations, delays, etc.).

In order to avoid unnecessary losses and injuries to you, please be vigilant and not trust strangers to call. You can verify information through official and legitimate channels as soon as possible.

Hainan Airlines Reminder:

I. Hainan Airlines 24-hour booking service hotline: (+86 898) 95339.

II. Hainan Airlines' official website: https://www.hnair.com/ or https://www.hainanairlines.com/

III. If the Hainan Airlines system upgrades or malfunctions, Hainan Airlines will publish a notice on the official website. If the relevant information you receive does not match your information, please call the Hainan Airlines booking service hotline for consultation.

IV. Hainan Airlines has taken relevant confidentiality measures for passenger information. If you find that your personal information has been leaked, please contact the police immediately, and our company will actively cooperate with the investigation and handling.

If you have any questions, please call the 24-hour booking service hotline of Hainan Airlines (+86 898) 95339 for inquiries in a timely manner to avoid being deceived. Thank you.

Dear passengers,

Due to public safety reasons, Hainan Airlines has made a careful evaluation of safety risks and passenger travel demands and has decided to operate two round-trip direct flights between Shenzhen and Tel Aviv on Tuesdays and Fridays from October 12 to 31, with the Tel Aviv flights suspended between Beijing and Shanghai.

Meanwhile, we have already reserved seats on Shenzhen-Tel Aviv flights for affected passengers. Passengers can contact service hotline (+86 898) 95339 to check flight status and process free change requests. If you have any other requirements, you can reach out to flight change service through Hainan Airlines’ official website, APP, and WeChat official account, or send an email to the official flight change handling mailbox for processing.

In the future, our company will closely monitor the changes in the security situation in the overseas region and promptly announce the flight adjustment plans for the Israel route. We apologize for any inconvenience caused to our passengers. Hainan Airlines will continue to ensure the safe operation of flights and provide quality service. We appreciate the understanding and support of our valued passengers.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

In compliance with the Regulations on the Administration of Passenger Services in Public Air Transport (Order No. 3 of 2021) and the Management Regulations on Normal Flights (Order No. 56 of 2016) issued by the Ministry of Transport, as well as the General Conditions of International Transportation of Passengers and Baggage of Hainan Airlines Holding Co., Ltd., we would like to offer the following guidance regarding tickets for irregular flights.

I. Definitions of Terms Used for Hainan Airlines' Irregular International Flights:

(a) "Flight delay" refers to cases where the actual on-block time of the flight exceeds the planned arrival time by more than 15 minutes.

(b) "Flight departure delay" refers to cases where the actual off-block time of the flight exceeds the planned departure time by more than 15 minutes.

(c) "Flight advance" refers to cases where the actual off-block time of the flight is more than 15 minutes earlier than the scheduled departure time.

(d) "Flight cancellation" refers to the suspension of a flight due to an anticipated flight delay or the suspension of a flight as a result of a delay.

(e) "Tarmac delay" refers to cases where passengers are required to wait inside an aircraft for a duration exceeding the specified taxiing time by the airport. This waiting period starts from the moment the cabin door is closed before take-off or from the moment of landing until the cabin door is opened.

(f) "Carrier's reasons" refers to reasons related to the internal management of the carrier, such as aircraft maintenance, flight or crew deployment, and other similar factors.

(g) "Non-carrier reasons" refers to reasons unrelated to the internal management of the carrier, such as weather conditions, emergencies, air traffic control, security checks, passengers, and other factors.

II. Involuntary Changes:

(a) In cases where you are required to change your HNA international/regional flight ticket due to reasons beyond the control of HNA, we will consider your reasonable needs and provide one of the following options within the validity period of your ticket:

1. We will give priority to rescheduling your booking on the earliest available international HNA flight with the same class of service as your original ticket. There will be no additional charges for ticket changes, fare differences, or tax differences.

2. With your consent and that of the relevant carrier, we shall arrange for your transfer to the next available international flight operated by a member airline of the HNA Group, in the same class of service as your original ticket. There will be no additional charges for ticket changes, fare differences, or tax differences.

3. If you intend to transfer to a subsequent flight operated by a non-HNA-Group airline, we will handle the matter in accordance with the general conditions of carriage and the conditions of use specified in your ticket. Please note that any costs incurred, including ticket change fees, fare, and tax differences, will be your responsibility.

(b) In cases where you are required to change your HNA international/regional flight ticket due to reasons caused by HNA, we will consider your reasonable needs and provide one of the following options within the validity period of your ticket:

1. We will give priority to rescheduling your booking on the earliest available international HNA flight with the same class of service as your original ticket. There will be no additional charges for ticket changes, fare differences, or tax differences.

2. With your consent and that of the relevant carrier, we shall arrange for your transfer to the next available international flight operated by other airlines, in the same class of service as your original ticket. There will be no additional charges for ticket changes, fare differences, or tax differences.

(c) Upon confirmation of the alternative flight and completion of the necessary formalities for an involuntary ticket change, any requests for changes or refunds due to personal reasons will be handled by Hainan Airlines in accordance with the ticket usage conditions of the alternative flight.

III. Involuntary Refunds:

If any irregularities occur during your HNA international/regional flight, you may request an involuntary refund within the ticket refund period. This will be processed in accordance with the following regulations:

(a) If the ticket has not been utilized, a full reimbursement of the ticket price will be issued without any refund charges.

(b) If the ticket has been partially utilized, the fare and taxes for the flight segment that has already been used will be deducted. The remaining portion of the ticket price will be refunded; however, the refund amount will not exceed the original amount paid and no additional refund charges will be imposed.

IV. Multi-Segment Tickets

(a) For a combined ticket encompassing two or more flight segments under a single carriage contract, if an irregularity occurs during one of the HNA international flight segments and results in the inability to complete the entire journey within the agreed-upon time-frame:

1. The irregular flight must adhere to the relevant change and transfer procedures specified in Section II of this article, or follow the relevant refund procedures detailed in Section III of this article.

2. If you intend to cancel your seat reservation prior to HNA's announcement of irregularities, such as flight delays or cancellations, it will be processed as a normal flight in accordance with the usage conditions specified in your ticket, and any expenses incurred will be your responsibility.

3. If you intend to cancel your seat reservation after HNA's announcement of irregularities, such as flight delays or cancellations, it will be processed in accordance with the change and transfer rules specified in Section II of this article, or follow the relevant refund procedures specified in Section III of this article.

(b) In addition to the combined flight tickets mentioned above, if you have purchased multi-segment tickets where each segment falls under a different contract of carriage, and if one of the HNA flights is disrupted while the other flights remain unaffected, the rules for involuntary changes and transfer procedures will apply to the disrupted HNA flight ticket as per Section II of this article. Additionally, the rules for involuntary refunds will apply as per Section III of this article. Please note that any costs incurred for voluntary refunds or changes to the tickets for the unaffected flights will be your responsibility.

V. Related Notes

(a) The carriers affiliated with the HNA Group include Capital Airlines, Tianjin Airlines, Hong Kong Airlines, Lucky Air, West Air, GX Airlines, Fuzhou Airlines, Urumqi Air, Air Changan, Air Guilin, and Suparna Airlines.

(b) A subsequent flight refers to the earliest flight with an available seat option.

(c) For special tickets that do not allow for any involuntary changes under any circumstances, we will handle the formalities in accordance with the regulations that apply to the product.

(d) Unless otherwise specified, in cases where you have voluntarily cancelled your seat reservation or missed your flight due to non-carrier reasons prior to HNA's announcement of flight delay, cancellation, or other irregularities, your subsequent requests for changes or refunds will be processed in accordance with the terms and conditions specified in your ticket.

(e) You can manage your booking via HNA's official website, APP, official WeChat, or SMS link. If you have any inquiries, please contact HNA's official hotline at (+86 898)95339, extension 6.

We appreciate your choice to travel with Hainan Airlines and wish you have a pleasant journey.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Effective from October 5, 2023 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines and Grand China Air will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 70 per passenger; For segments exceeding 800 kilometers: RMB 130 per passenger.

2. For children (including unaccompanied minors) and disabled revolutionary servicemen and policemen disabled in the line of duty, who are eligible for a 50% discount on the adult published fare as per Civil Aviation Administration of China (CAAC) regulations, fuel surcharges will be halved as follows: For segments of 800 kilometers or less: RMB 30 per passenger; For segments exceeding 800 kilometers: RMB 60 per passenger.

3. Infant passengers will be exempt from fuel surcharges.

4. For international tickets, the fuel surcharges will be determined based on system-calculated results.

5. The collection of fuel surcharges will be based on the original ticket issuance date. For domestic tickets sold prior to October 5, 2023, if changes to travel dates are made on or after October 5, 2023, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passengers:

According to the notice from Hangzhou Xiaoshan International Airport, the functions of Hainan Airlines check-in counters have been adjusted starting from September 28, 2023, with the specific distribution as follows:

H02: Accessible check-in counter

H03-H04: Special check-in counter for the Asian Games

H05: Chief on duty

H06: Business Class, Fortune Wings Premium Members

H07: Care counter

H08-H10: Economy class

H11: Group Passengers

To ensure your smooth journey, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to complete the check-in procedures to avoid missing your flight.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear Passengers,

On August 28, 2023, the spokesperson of the Chinese Ministry of Foreign Affairs announced that, from August 30, 2023 (local time), personnel going to China do not need to conduct pre entry COVID-19 nucleic acid or antigen testing. Chinese embassies in various countries have successively issued notices, and details can be found on the official website of Chinese embassies in various countries.

Due to the possibility of adjustments to entry and exit policies at any time and to ensure smooth travel, please carefully review the entry and exit regulations of the flight's origin, stopover, transit, and destination countries and regions before traveling, and prepare relevant documents in advance as required.

Thank you for your cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

From August 5, 2023 (issuing date of tickets), the fuel surcharge collection standard of Hainan Airlines and Grand China Air Domestic Flight (including the domestic leg of the international ticket) will be adjusted as follows:

1. Fuel surcharge charging standard for Domestic flights: RMB30 per passenger for flights below 800 km (inclusive); for flights over 800 km, RMB 60 will be charged for each passenger.

2. Half of the fuel surcharge will be charged for children (including unaccompanied children), revolutionary disabled soldiers, and people's police passengers who are entitled to a 50% discount on adult published ordinary fares according to the regulations of the Civil Aviation Administration, i.e., RMB 10 per passenger will be charged for flights below 800 km (inclusive); For flights over 800 km, RMB 30 will be charged for each passenger.

3. Baby passengers are free from fuel surcharge.

4. International tickets are subject to the actual calculation results of the system.

5. The collection of fuel surcharge shall be subject to the original ticket issuing date. If domestic tickets sold before August 5, 2023, are changed to after August 5, 2023 (inclusive), the collected fuel surcharge shall not be refunded or supplemented.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the official notice issued by Beijing Capital International Airport, the West Satellite Terminal in Terminal 2 will be in operation on August 1, 2023. For passengers arriving or departing from the airport, the following guidelines for boarding and disembarking are as follows:

Travel Guide for Departures and Arrivals at Terminal 2 (T2) of the Airport

Domestic Departure Process at T2

Passengers check-in at T2 → Go through security check → Boarding at the gate.

Domestic Arrival Process at T2

Passengers disembark → Proceed to T2 baggage claim to claim luggage.

International Departure Process at T2

Proceed to Hainan Airlines' international check-in counters on the second floor of T2 → Go through customs check, border check, and security check → Wait in the boarding area for departure.

International Arrival Process at T2

Passengers arrive → Go through the border check on the third floor → Proceed to T2 baggage claim to claim luggage (first floor) → Go through customs check.

Guide for Departures and Arrivals at the West Satellite Terminal

Departure process for Hainan Airlines domestic flights at the West Satellite Terminal:

1. Business class, Platinum card, Flying Express Black Gold, and Platinum passengers departing:

Passengers check-in at T2 → Proceed to domestic gates 43 at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

2. Economy class passengers departing:

Passengers check-in at T2 → Proceed to domestic waiting areas A01-A16 at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

Arrival process at the West Satellite Terminal from a Hainan Airlines domestic flight:

Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim to claim luggage.

Transit process for passengers between T2 Terminal and the West Satellite Terminal

1. T2 Hainan Airlines Domestic Flight - West Satellite Terminal Hainan Airlines Domestic Flight

Passengers disembark → Complete transfer procedures at the transfer counter → Proceed to domestic waiting areas A01-A16 at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

2. West Satellite Terminal Hainan Airlines Domestic Flight - T2 Hainan Airlines Domestic Flight

①For connecting passengers (baggage through check or without checked baggage): Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Reach the second floor through the transfer channel → Proceed to the transfer counter on the second floor for transfer procedures → Boarding at T2.

②For connecting passengers needing to claim the checked baggage or non-connecting passengers: Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim to claim luggage → Proceed to E/F check-in counters on the second floor → Go through security checks → Boarding at T2.

3. West Satellite Terminal Hainan Airlines Domestic Flight - West Satellite Terminal Hainan Airlines Domestic Flight

①For connecting passengers: Passengers wait directly at the West Satellite Terminal for the connecting flight.

②For non-connecting passengers with no checked baggage: Passengers print the boarding pass at the transfer counter at the West Satellite Terminal → Wait directly at the West Satellite Terminal for the flight.

③For non-connecting passengers with checked baggage: Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passenger may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim to claim luggage → Proceed to E/F check-in counters on the second floor → Go through security checks → Boarding at domestic gates 43 (for business class, Platinum card, Flying Express Black Gold, and Platinum passengers) or proceed to domestic waiting areas A01-A16 (for economy class passengers) at T2 → Take the shuttle bus → Arrive at the West Satellite Terminal (passenger may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

4. West Satellite Terminal Hainan Airlines Domestic Flight Transfer to T2 Hainan Airlines International and Regional Flight

①For passengers transferring from a Hainan Airlines domestic flight at the West Satellite Terminal to the international or regional flight at T2: Passengers disembark at the West Satellite Terminal's airbridge → Proceed to the pick-up point for arrivals at the West Satellite Terminal (passengers may use escalators or elevators to reach the first floor of the terminal) → Take the shuttle bus → Proceed to domestic arrivals at T2 → Enter the T2 baggage claim (first floor) to claim luggage → Arrive at the T2 international check-in counters (second floor) → Go through customs check, border check, and security check → Proceed to the T2 international boarding area and wait for departure.

②For passengers transferring from a Hainan Airlines international or regional flight at T2 to a Hainan Airlines domestic flight at the West Satellite Terminal: Passengers arrive at T2 → Proceed to the T2 arrivals hall to claim luggage → Proceed to check-in counters E/F at T2 domestic area → Go through security checks → Boarding at domestic gates 43(for business class, Platinum card, Flying Express Black Gold, and Platinum passengers) or proceed to domestic waiting areas A01-A16 (for economy class passengers) at T2→ Take the shuttle bus → Arrive at the West Satellite Terminal (passengers may use escalators or elevators to reach the second floor of the terminal) → Boarding at the gate.

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice of Guangzhou Baiyun International Airport, the operation area of Hainan Airlines international and regional flights will be moved to Area A of Terminal T1 from August 1, 2023. After relocation, the check-in counter will be a shared counter with the airport. Please refer to the on-site signage for specific locations. The international first-class lounge is located 50 meters behind the exit border inspection point on the East Corridor 1.

Tips：On August 1, 2023, Hainan Airlines HU7981 (from Guangzhou to Taipei) still operate in T2 Terminal, and Hainan Airlines HU7982 (from Taipei to Guangzhou) arrive at T1 Terminal.

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice of Ningbo Lishe International Airport, Hainan Airlines flights will be adjusted to Terminal 1 for operation from August 1, 2023. The adjustment information of check-in, boarding and high-end passenger rest areas is as follows:

Check-in counter information: Counter B01 is the first class, business class counter / military priority counter, fire rescue personnel, and medical personnel priority counter, Counter B02 is the check-in director counter/love counter and disabled counter, Counters B03-B18 are public check-in counters, and Counters B19-B20 are self-service checked baggage counters.

High-end passenger lounges: The locations of the business class passenger lounges in Terminal 1 of Ningbo Airport are opposite Gate 105 (second floor) and Gate 114 (far berth on the first floor).

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice of Jinan Yaoqiang Airport, since July 18, 2023, Hainan Airlines economy class check-in counters will be arranged at the exclusive counters 47-52 in Zone C, and the common functional counters 33-36 in Zone C (including director counters, business class counters, military counters, etc.). Check-in counter are located directly opposite Gate 5 on the second floor of the terminal building.

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers:

We would like to inform you that due to the ongoing construction of the closure operation project at Terminal 2 of Haikou Meilan International Airport and the requirements for the closure of Hainan Free Trade Port in 2025, additional customs inspection equipment needs to be installed at the check-in counters of Terminal 2 of Haikou Meilan Airport. During the renovation period, the check-in counters will be unavailable. In order to cooperate with the hardware and software engineering renovation work of Meilan Airport, Hainan Airlines provides the following travel tips for passengers traveling on Hainan Airlines flights:

1. International and regional flights

From 08:00 on July 1, 2023, the check-in area for international and regional flights will be relocated. The international business class counter will be adjusted from the former counter B11 to A11, and the international economy class counters will be moved from the former B7-B10 to A7-A10. The specific counter information is as follows:

2. Domestic flights

From 00:00 on July 5, 2023, the check-in area for domestic flights will be relocated. The premium passenger counters for domestic flights will be adjusted from the former C19-C22 to B15-B18. The economy class counters (including functional counters) will be adjusted from the former C01-C11 to B01-B11. The specific counter information is as follows:

To ensure your smooth journey, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to complete the check-in procedures to avoid missing your flight.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Welcome to Hainan Airlines. Your flight HU758 from Paris to Shenzhen is scheduled to take off at 11:10 (Paris time). Due to the impact of airport morning rush hour, it is recommended that you arrive at check-in area 2 of T1 terminal at Paris Charles de Gaulle Airport as early as possible.

The check-in time of Hainan Airlines is 07:30. Tax reimbursement service at airport open at 05:30. The boarding gate is expected to close 15 minutes before the departure time of the flight.

For your smooth travel, please make a travel plan and preparation in advance.

Wish you a pleasant journey.

Hainan Airlines Holding Co., Ltd

Dear passengers,

According to the requirements of the Announcement on Tax-free shopping Policy for Hainan Island Outbound Passengers issued by the Ministry of Finance, the General Administration of Customs and the State Administration of Taxation, when you take flight HU421 from Haikou to London, the departing passengers cannot buy duty-free goods at Haikou Meilan International Airport.

For your smooth travel, please be informed in advance and arrange your itinerary and shopping plan reasonably.

Hainan Airlines Holding Co., Ltd

Dear passengers,

Recently, it has been discovered that illegal individuals impersonating Hainan Airlines customer service personnel have sent fraudulent SMS messages to passengers, the fraud methods are as follows:

Airlines have overcharged passengers' ticket fees to lure them into making fake phone calls for refunds;

Falsely claiming that flight cancellation requires a free refund, but requires payment of relevant handling fees;

Falsely claiming that there was a problem with the passenger's refund card, requiring phone contact to send authorization and obtain passenger privacy information.

In order to make your travel smoother and avoid unnecessary losses and injuries, Hainan Airlines kindly reminds you:

1. The 24-hour booking service hotline of Hainan Airlines is: 95339

2. If the Hainan Airlines system upgrades or malfunctions, our company will publish a notice on the official website. If the relevant information you receive does not match the information you know, please call the Hainan Airlines booking service hotline for consultation.

3. Hainan Airlines has taken relevant confidentiality measures for passenger information. If you find that your personal information has been leaked, please contact the police immediately, and our company will actively cooperate with the investigation and handling.

If you have any questions, please call Hainan Airlines' 24-hour booking service hotline.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Due to the stricter safety inspection measures being implemented by Beijing Capital International Airport in the near future, to ensure your smooth travel, please go to the airport at least 2-3 hours in advance to complete the check-in procedures.

For your smooth travel, please pay attention to relevant information before purchasing tickets and traveling to avoid missed flights.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Haikou Meilan International Airport, Starting from April 29, 2023, check-in counter of Hainan Airlines' international flight departing from Haikou Meilan International Airport is relocated from the A Island International Counter to the B06-B11 area.

Business high-end counter is relocated from A22 to B11. Economy class counter is relocated from A17-A21 to B06-B10. (Please refer to the actual situation on site for any increase or decrease in the number of counters)

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Shenzhen Baoan International Airport, Starting from April 27, 2023, Hainan Airlines will change the check-in counter for international routes departing from Shenzhen Airport from Terminal E Island in T3 to Counter 1-24 on Island D in T3.

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Jinan Yaoqiang International Airport, due to the renovation of the airport check-in area, starting from April 20, 2023, the check-in counter of Hainan Airlines will be moved from Zone A of the terminal to counters 33-52 in Zone C (the check-in counter in Zone C is located directly opposite Gate 5 on the second floor of the terminal).

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Hangzhou Xiaoshan International Airport, starting from April 18, 2023, the check-in counter of Hainan Airlines is moved from G-Island 17-28 in Terminal 3 to the E01-E08 counter in Terminal 1.

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the airport in advance to check in to avoid missed flights.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to a temporary notice from Shanghai Pudong International Airport, the check-in counters of Hainan Airlines, Tianjin Airlines, Capital Airlines, Lucky Airlines, West Air, Fuzhou Airlines, Urumuqi Air, Air Changan, and Suparna Airlines are located in the area of K01-K18 on the departure floor of Terminal T2 of Pudong Airport for construction and renovation. Starting from April 15, 2023, Hainan Airlines' check-in counter will be changed to L01-L18 check-in counter, and the restoration of the original check-in counter is tentatively scheduled for May 29, 2023.

we apologize for any inconveniences.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Hainan Airlines would like to remind you that according to the announcement of the Chinese National Immigration Bureau, if your visa was issued before 0:00 on 28 March 2020, please confirm the validity of your document with the Chinese Embassy or Consulate in advance to avoid affecting your trip.

For more information, please visit the official website of the China National Immigration Bureau.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice of Haikou Meilan International Airport, the international area of Haikou Meilan Airport T2 Terminal will be officially put into use from February 8, 2023. International and regional passenger inbound flights will be transferred from the original international building to the T2 Terminal, and passengers exit and enter from the T2 Terminal.

The original international building is suspended. Please follow the road signs to the T2 parking building for pickup vehicles and passenger vehicles.

Hainan Airlines Holding Co., Ltd.

Dear Passengers,

As of midnight April 6, 2017, Beijing Capital International Airport will be implementing the China Civil Aviation Order No.76 [Regulations on China Civil Aviation Security Screening (Order No.76 of Ministry of Transport 2016)].

Any items containing liquid with a duty free logo purchased by international transfer passengers with a container volume exceeding 100ml MUST be either checked in or disposed of and CANNOT be carried on board or go through the security check in hand carry baggage.

In order to ensure a safe and enjoyable journey, please make the necessary arrangements in advance.