Passengers with Impairments or Disorders

For passengers with hearing disabilities, Hainan Airlines offers a ticket booking service via fax: 0898-67201879.


Passengers with permanent hearing disabilities do not need to provide a Certificate of Medical Diagnosis. Passengers with temporary hearing disabilities resulted from ENT surgery or other ailments are not allowed to travel by air within 15 days after the surgery. They are required to provide a Certificate of Medical Diagnosis before traveling by air amid the recovery period following the above 15-day period.


Passengers with hearing disabilities who are flying alone may apply for the unaccompanied service by filling out the "Special Assistance Application Form B".


Hearing impaired passengers who will use guide dogs should apply at least 24 hours before the flight departure at domestic ticket offices directly owned by Hainan Airlines, overseas GSA, or authorized ticket offices at the location where the flight departs.


Hearing impaired passengers requesting the unaccompanied passenger service apply at least 24 hours before the flight departure at domestic ticket offices directly owned by Hainan Airlines at the location where the flight departs. If the passenger did not request the unaccompanied service at the time of purchasing their ticket, they can personally apply for the service for passengers with hearing disabilities at the check-in desk after arriving at the airport, but such applications shall be made at least 60 minutes before scheduled departure.


Apart from the aforementioned situations, passengers with hearing disabilities can buy tickets at domestic and overseas ticket offices directly owned by Hainan Airlines, or with sales agents, or via Hainan Airlines' call center (95339), with no restrictions in terms of application time and sales channel.


Tips: when the alternate airport is not within the range of the station, the ground may not be able to provide full escort service due to the restrictions of alternate airport conditions.

For passengers with vision disabilities, Hainan Airlines offers a ticket booking service via telephone numbered 95339.


Passengers with permanent vision disabilities do not need to provide a Certificate of Medical Diagnosis. Passengers with temporary vision disabilities resulting from ophthalmologic surgery or other ailments may not travel by airplane within 15 days after the surgery. After 15 days, they should provide a Certificate of Medical Diagnosis when travelling by airplane during the recovery period.


Passengers with vision disabilities who apply for unaccompanied service should apply to domestic ticket offices directly subordinate to Hainan Airlines at the place of departure. If they fail to do so when buying tickets, they can personally apply for unaccompanied service for passengers with vision disabilities at the check-in counter after arriving at the airport and at least 60 minutes before the scheduled departure of the flight.


Apart from the aforementioned situations, passengers with vision disabilities can buy tickets at domestic and overseas ticket offices directly owned by Hainan Airlines, or with sales agents, or via Hainan Airlines' call center (95339), with no restrictions in terms of application time and sales location.


Passengers with vision disabilities who are flying alone may apply for the unaccompanied service by filling out the "Special Assistance Application Form Class B".


Tips: when the alternate airport is not within the range of the station, the ground may not be able to provide full escort service due to the restrictions of alternate airport conditions.

For passengers with language impairment, Hainan Airlines offers a ticket booking service via fax: 0898-67201879.


Unaccompanied passengers with language impairment should apply for the service at least 24 hours before the flight departure at domestic ticket offices directly owned by Hainan Airlines at the location where the flight departs. If the passenger did not request the unaccompanied service at the time of purchasing their ticket, they can personally apply for the service for passengers with language impairment at the check-in desk after arriving at the airport, but such applications shall be made at least 60 minutes before scheduled departure.


Apart from the aforementioned situations, passengers with language impairment can buy tickets at domestic and overseas ticket offices directly owned by Hainan Airlines, or with sales agents, or via Hainan Airlines' call center (95339), with no restrictions in terms of application time and sales channel.


Passengers with language impairment who are flying alone may apply for the unaccompanied service by filling out the "Special Assistance Application Form B".


Tips: when the alternate airport is not within the range of the station, the ground may not be able to provide full escort service due to the restrictions of alternate airport conditions.

Passengers with mobility disorders who carry assistant animals need to present relevant documentation for the assistant animal and fill out "Hainan Airlines Animal Transportation Application Form".


If you are a passenger who uses an electric wheelchair, please fill out the electric wheelchair manual and submit it to working staff who handle check-in when flying.


Hainan Airlines can provide the following services:

  1. 1. Three types of wheelchair services (WCHR, WCHS, and WCHC);

  2. 2. Whether there are barrier-free restrooms or accessible toilets in the passenger cabin;

  3. 3. Information about the seats with movable armrests;

  4. 4. Relevant information regarding placing passengers' mobile assistant devices (in the cabin or cargo space);

  5. 5. Showing passengers check-in time before they get to the cabin, especially for those who use electric wheelchairs;

  6. 6.Regulations on how to refund, change, and endorse tickets: Tickets cannot be endorsed for transferring to other flights; flight date change, refund fee rescheduling, and ticket refunding should be handled according to the regulations applicable to the cabin seats booked. After flight date changes are made, if the passenger still needs to apply for wheelchair passenger transportation, the application should be handled all over again in line with Hainan Airlines' regulations on wheelchair passenger transportation.


When passengers with diseases or their guardians apply for transportation service at the ticket counter, they need to fill out the Service Application Form for Special Passenger Class C.


Passengers who need oxygen inhalation and stretcher transportation, passengers who use WCHC wheelchairs or take battery-powered wheelchairs, and passengers who have vision or hearing disorders and use guide dogs/hearing dogs, or other service dogs need to apply at ticket offices and buy tickets after approval.


Reminder: Due to the needs of epidemic prevention and control, the application service of stretcher for Urumqi inbound flights has been suspended. The specific recovery time will be notified separately.

Passengers with class A or B infectious diseases or who are pathogen carriers are considered unfit for airplane travel during an episode of the disease. Passengers who have been treated and has recovered should provide a Certificate of Medical Diagnosis before flying to prove that they are fully recovered and are not contagious.


Passengers with class C infectious diseases should provide a Certificate of Medical Diagnosiswhich shows that they are fully recovered and are not contagious, or that despite the fact that their infectious diseases has not been cured, they have taken protective measures to avoid infecting other passengers, where the specific measures are indicated in the certificate.