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.
