Dear passengers,
After purchasing your ticket, if you are unable to travel on the flight specified in your ticket due to health reasons such as illness, you may request a change or refund according to the following rules.
I. Scope of Application
The international and regional routes actually carried by Hainan Airlines, which are filled out by Hainan Airlines International Transport Certificate.
II. Handling Regulations
(I) After purchasing a ticket, if a passenger cannot travel on the flight listed on the ticket due to health reasons such as illness and requests a change or refund, he/she must cancel the reserved seat before the scheduled departure time of the flight.
(II) Relevant supporting materials for refunds or change due to illness must be submitted no later than 2 months (inclusive) after the flight takes off. The electronic version of the supporting materials shall be based on the time when the materials are sent, and the mailed copies shall be based on the postmark of the receiving place.
(III) If the reservation is not canceled as required or if the relevant information cannot be provided on time, it shall be processed according to the rules for voluntary changes or voluntary refunds for ordinary passengers.
III. Supporting Materials and Requirements for Refund or Change Due to Illness
(I) Supporting materials provided
1. A valid ID provided by the passenger when purchasing the ticket.
2. A true and valid diagnosis certificate issued by a medical institution, medical record or discharge summary (hospitalization certificate), etc.
3. A fee invoice of not less than 200 yuan (inclusive) issued by a medical institution or a detailed list of hospitalization fees with an official seal.
(II) Requirements for supporting materials
1. A true and valid diagnosis certificate, medical record or discharge summary (hospitalization certificate), etc. issued by the same medical institution recognized by Hainan Airlines and signed by the attending physician or stamped by the hospital (excluding medical materials for physical examination). The medical institution shall meet the following requirements:
(1) Hospitals and their subordinate medical institutions that can be found on the website of the National Health Commission (excluding non-hospital subordinate institutions, such as school outpatient departments, corporate medical outpatient departments, etc.). Inquiry website for medical institutions of the National Health Commission: https://zgcx.nhc.gov.cn/unit
(2) Military-affiliated medical institutions.
(3) Medical diagnosis certificates from outside China or Hong Kong (China), Macao (China) and Taiwan (China) regions must be issued by regular hospitals or practicing physicians.
2. Fee invoice
(1) A verifiable, true and valid fee invoice issued by the same medical institution recognized by Hainan Airlines, with an invoice amount of not less than RMB 200 (inclusive). The fee invoice items include: medicine fees/treatment fees/various examination fees/hospitalization fees, etc. Only providing registration fees/consultation fees/medical service fees is regarded as incomplete information. Hospitalized passengers can also provide a detailed list of hospitalization charges and a hospitalization certificate or hospitalization notice with an official seal for processing.
(2) Military personnel or their family members receiving medical treatment at military hospitals may provide relevant examination reports or prescriptions, along with military identification materials, as a substitute for the fee invoice if they are unable to provide it. Military family members are required to provide proof of military affiliation.
(3) Medical treatment at medical institutions outside of China and in Hong Kong (China), Macao (China) and Taiwan (China) regions must be accompanied by a true and valid payment receipt.
3. The date of issuance and printing of the relevant medical certificate must be after the ticket purchase date (including the day of ticket purchase) and within 21 days (inclusive) before the scheduled departure time of the flight (starting from the travel date of the first segment of the unused segment of the ticket).
Note: If your medical certificate is issued after submitting a voluntary refund or voluntary change, it will be processed in accordance with the ticket usage conditions.
Hainan Airlines will review the documentation for illness-related refunds and changes. Tickets will be processed as voluntary refunds or voluntary changes for those who provide false invoices, invalid invoices, or fake medical records. If additional qualifying supporting materials are submitted later, requests for sickness-related refunds or changes will not be processed.
IV. Ticket Change and Refund Regulations
(I) Upon our review, those that meet the criteria for illness-related refunds or changes:
1. For illness-related ticket refunds: For completely unused tickets, the refund will be processed without any cancellation fee, and the fare and taxes will be returned to the passenger. For partially used tickets, the refundable amount will be calculated according to the voluntary refund rules, deducting the fare and taxes applicable to the segments already traveled. No cancellation fee will be charged, and the remaining balance will be refunded to the passenger. Refunds for illness require the application for all unused segments simultaneously; partial segment refunds are not allowed.
2. For illness-related changes: The first change is free of charge. However, any fare or tax differences will need to be paid. Additional changes beyond the first one will be processed according to the voluntary change rules for ordinary passengers.
(II) Provisions on refund and change for accompanying passengers of ill travelers
Accompanying passengers refer to individuals whose travel segments, flights, and travel dates are exactly the same as those of the ill traveler. Accompanying passengers of ill travelers who meet the following conditions may process refunds or changes due to illness.
1. Accompanying passengers of ill travelers requesting refunds or changes must process their requests simultaneously and at the same location as the ill traveler, and they must also meet the requirement of having canceled their seats before the scheduled departure time of the flight. The limit for accompanying passengers of each ill traveler is 2.
2. Accompanying passengers may be increased to a maximum of 5 (inclusive) if they meet one of the following conditions, and they must process their requests simultaneously and at the same location as the ill traveler, while also meeting the requirement of having canceled their seats before the flight departure.
(1) On the same PNR as the ill traveler.
(2) Tickets must be purchased through Hainan Airlines' online channels (official website, APP, WeChat mini-program, WeChat public account, etc.) or through Hainan Airlines customer service hotline, and they must be under the same order as the ill traveler.
(3) Linked to the ticket number of the ill traveler.
(4) Relatives of the ill traveler who are listed on the same identification document (such as household registration book, marriage certificate, birth certificate, only child certificate, or property certificate).
(5) Group tickets purchased through the Hainan Airlines group sales system require proof of relatives listed on the same identification document as the ill traveler (such as household registration book, marriage certificate, birth certificate, only child certificate, or property certificate) in order to process illness-related refunds for up to 5 (inclusive) accompanying passengers.
4. Tickets purchased by the ill traveler and accompanying passengers through the same sales channel can be refunded at the original point of sale; if the tickets were purchased through different sales channels, they must contact Hainan Airlines' direct ticketing office to process the refunds simultaneously. If the ill traveler and accompanying passengers are unable to process the refunds simultaneously and at the same location, the refunds will be processed as voluntary refunds. The ill traveler and accompanying passengers must process their changes simultaneously and at the same location, and the revised itineraries must be exactly the same (including the same segments, flights, and dates).
V. Handling Channels
1. For illness-related refunds: The original point of sale, Hainan Airlines' direct sales offices, and the Hainan Airlines customer service hotline.
2. For illness-related changes: Hainan Airlines' direct sales offices and the Hainan Airlines customer service hotline.
VI. Tickets that do not meet the above rules will be processed according to the voluntary refund and voluntary change policies for ordinary passengers.
VII. Hainan Airlines will verify the authenticity and validity of the materials related to illness-related refunds and changes. In cases of material fraud, Hainan Airlines reserves the right to hold the listed passengers accountable for the illness-related refunds and changes. At the same time, Hainan Airlines may request passengers to provide additional supporting materials as needed for the verification process. If passengers refuse or are unable to provide such materials, their requests will be processed as voluntary refunds or changes.
VIII. This regulation will take effect from September 10, 2025 (date of processing). In the event of any inconsistencies between the illness-related refund and change policies and this regulation, this regulation shall prevail.
Hainan Airlines Holding Co., Ltd.
