Notification for International Flight

Dear passengers,

Affected by the situation in the relevant region, Hainan Airlines hereby announces special ticketing policies for Tel Aviv route to assist affected passengers with travel arrangements. The specific policies are as follows:

I. Scope

Applicable to tickets (including tickets redeemed with points) issued or reissued using 880 international ticket stock before 19:00 (inclusive) on October 8, 2026 GMT+8, for Hainan Airlines-operated Tel Aviv flights with travel dates between November 1, 2026 (inclusive) and March 27, 2027 (inclusive).

II. Change and Refund Policy

(I) Ticket change

1. For the first change to a Hainan Airlines-operated flight on the same route and in the same cabin class, the change fee is waived. However, fare differences for booking class and seasonality will apply.

2. Itinerary changes can be made between the Beijing-Tel Aviv and Shenzhen-Tel Aviv routes operated by Hainan Airlines. The first change is free of charge, but the fare difference between the new itinerary and the original one will be charged.

3. Any such changes must be made within the ticket's validity period. Tickets already changed under these provisions will be subject to the ticket’s terms and conditions of use for any further changes.

(II) Ticket refund

Within the ticket's validity period, passengers may request a refund for all unused flight segments at the original place of purchase, with no refund fee charged (if applicable). In the event of a refund for a ticket that has already been changed in accordance with the principles outlined in this notice, it will be processed in accordance with the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to their terms and conditions of use.

(II) This notice takes effect from 19:00 on October 8, 2026 GMT+8. This policy does not apply to tickets for which refunds or changes have been completed before the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

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. Applicability

Passenger ticket issued on Hainan Airlines' international transportation document

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) Supporting documentation for ticket refunds or rescheduling due to illness must be submitted within two months from the flight date of the first unused segment of the ticket. The aforementioned two-month period is calculated according to the following rules: the last day of the period is the corresponding date in the month of expiration; if there is no corresponding date, the last day of the month is the last day of the period. For electronic copies of supporting documents, the date of submission shall be the determining factor; for documents sent by mail, the postmark at the receiving location shall be the determining factor.

(III) If a reservation is not canceled as required or if the relevant materials are not provided by the deadline, the matter will be handled in accordance with the rules for voluntary rescheduling or voluntary refund.

III. Supporting Materials and Requirements for Refund or Change Due to Illness

(I) Submit the following supporting documents at the same time:

1. The passenger’s valid identification document presented at the time of ticket purchase;

2. Authentic and valid diagnostic certificates, medical records, or discharge summaries (discharge certificates) issued by a medical institution;

3. Medical charge invoices issued by medical institutions.

(II) Requirements for supporting materials

1. Authentic and valid diagnostic certificates, medical records, or discharge summaries (discharge certificates) issued by a medical institution recognized by Hainan Airlines and bearing the attending physician’s signature or the hospital’s official seal. 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) Medical institutions subordinate to the military.

(3) Medical diagnosis certificates from outside China or Hong Kong, Macao and Taiwan 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 100 (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. Inpatients may also submit a hospital-printed discharge summary (discharge certificate) and a hospitalization invoice bearing the official seal to complete the procedure.

(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, Macao and Taiwan regions must be accompanied by a true and valid payment voucher or reimbursement voucher.

3. The passenger’s actual date of medical treatment must be no earlier than the ticket issuance date and no later than the flight date of the first unused segment on the ticket; furthermore, it must not be more than 21 days prior to that flight date. The admission date for hospitalized passengers must be no earlier than the ticket issuance date and no later than the flight date of the first unused segment on the ticket. The date on all medical documents must not be earlier than the ticket issuance date.

4. Information on medical documents issued by the same healthcare facility must be consistent. Physical examination materials cannot be used to apply for ticket refund or change due to illness.

Note: If you visit a hospital on the day after you submit a request for a voluntary refund or any subsequent day, the matter will be handled in accordance with the terms and conditions of your ticket.

Hainan Airlines will review the medical documentation submitted for refunds or changes due to illness. If a passenger submits false invoices, invalid invoices, or forged medical records, the ticket will be processed as a voluntary refund or voluntary rescheduling.

IV. Ticket Change and Refund Regulations

(I) Cases that, upon review by our company, meet the criteria for a refund or rescheduling of a ticket due to illness:

1. Refunds due to illness: No refund fee will be charged if the request is made within the ticket’s validity period. Refunds for illness require the application for all unused segments simultaneously; partial segment refunds are not allowed.

2. Rescheduling Due to Illness: Within the ticket’s validity period, passengers may reschedule their flight once without incurring a change fee; however, they must pay any fare difference and tax difference (if applicable) in accordance with the detailed rules for voluntary changes. Subsequent rescheduling will be handled in accordance with the terms and conditions of the passenger’s ticket.

(II) Provisions on refund and change for accompanying passengers of ill travelers

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) Being listed in the same PNR (Passenger Name Record) as the sick passenger.

(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) Having consecutive ticket numbers with 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.

3. 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. Passengers who are ill and their traveling companions must reschedule their flights at the same time and at the same location.

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 eligibility criteria will be processed as voluntary refunds or voluntary changes.

VII. Where a passenger holds multiple tickets departing from the same city on the same date, refund due to illness shall be handled for only one of the tickets. If you hold multiple tickets with the same date but departing from different cities, and the flight schedules listed on the tickets do not allow for a connection, you may request a refund due to illness for only one of those tickets.

VIII. 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, based on the needs of the document review process, require passengers to provide additional supporting documentation (for example, if the location of medical treatment and the point of origin listed on the unused portion of the ticket are in different countries or regions, the passenger must provide supporting documentation to verify the reasonableness of the itinerary). If the passenger refuses to provide such documentation or is unable to do so, the ticket will be processed in accordance with the rules for voluntary refunds and changes.

IX. For any matters not covered in this announcement, the “General Conditions for the International Carriage of Passengers and Baggage of Hainan Airlines Holding Company Limited” shall apply.

X. The rules regarding refunds and changes due to illness set forth in this notice apply to refund and change requests submitted by passengers on or after the effective date of this notice. The rules set forth in this notice shall take effect on October 1, 2026.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notification from the Civil Aviation Authority of Thailand (CAAT), starting from 08:00 local time on October 16, 2026, Bangkok Suvarnabhumi Airport will implement stricter baggage screening regulations. If airport security personnel determine that the luggage is suspicious or contains prohibited items, they have the right to open the baggage for inspection when the passenger is not present. To ensure the smooth completion of check-in, baggage check-in, and security check processes, and to avoid travel delays, we kindly remind you of the following:

1. Please be aware of the aviation prohibited items requirements in advance: power banks and various lithium batteries are strictly prohibited from being placed in checked baggage; Weapons, explosives, hazardous chemicals and other dangerous goods are prohibited from being carried. Once discovered, the security department has the right to directly confiscate and not return it.

2. It is recommended to equip the baggage with TSA customs locks. If ordinary locks are used, destructive unboxing may be necessary during security checks. If the locks are damaged, compensation cannot be made.

3. Please allow sufficient time to arrive at the airport to complete procedures, check your baggage before departure, do not carry prohibited items, and comply with local aviation safety regulations.

Thank you for your support and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

To assist passengers affected by Super Typhoon Saudel in better planning their travel arrangements and to ensure appropriate service support, Hainan Airlines is hereby issuing its Special Ticketing Procedures for International Tickets. The specific policies are as follows:

I. Scope of application

A ticket must meet all three of the following criteria:

(I) Tickets issued or reissued on 880 ticket stock (including award tickets redeemed with mileage) on or before Beijing Time 12:00, August 27, 2026 (inclusive);

(II) Tickets for Hainan Airlines-operated international flights (including codeshare flights marketed by Hainan Airlines) arriving at or departing from Wenzhou, Ningbo, Lishui，Hangzhou, Shanghai, Fuzhou, Quanzhou, Xiamen or Chinese Taipei with scheduled travel dates between August 27 14:00, 2026 (inclusive) and August 29, 2026 (inclusive);

(III) Seat reservations must be canceled before the flight's scheduled departure time.

II. Change and refund policy

(I) Ticket change

Within the ticket validity period, the first change to a Hainan Airlines-operated flight with the same itinerary and booking class, departing on or before September 4, 2026 (inclusive), will be processed free of change fees. However, any applicable fare difference resulting from booking subclass changes or seasonal fare differences must be paid. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the ticket validity period, passengers may apply for a refund of all unused flight segments at the original place of purchase. Refund fees, if applicable, will be waived. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket conditions.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 12:00 on August 27, 2026. This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

To assist passengers affected by Super Typhoon Dolphin in better planning their travel arrangements and to ensure appropriate service support, Hainan Airlines is hereby issuing its Special Ticketing Procedures for International Tickets. The specific policies are as follows:

I. Scope of application

A ticket must meet all three of the following criteria:

(I) Tickets issued or reissued on 880 ticket stock (including award tickets redeemed with mileage) on or before 19:00, August 7, 2026 (inclusive);

(II) Tickets for Hainan Airlines-operated international flights (including codeshare flights marketed by Hainan Airlines) arriving at or departing from Hangzhou, Wenzhou, Lishui or Ningbo with scheduled travel dates between August 9, 2026 and August 10, 2026 (both dates inclusive);

(III) Seat reservations must be canceled before the flight's scheduled departure time.

II. Change and refund policy

(I) Ticket change

Within the ticket validity period, the first change to a Hainan Airlines-operated flight with the same itinerary and booking class, departing on or before August 16, 2026 (inclusive), will be processed free of change fees. However, any applicable fare difference resulting from booking subclass changes or seasonal fare differences must be paid. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the ticket validity period, passengers may apply for a refund of all unused flight segments at the original place of purchase. Refund fees, if applicable, will be waived. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket conditions.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 17:00 on August 7, 2026. This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

To assist passengers affected by Tropical Storm Noul in better planning their travel arrangements and to ensure appropriate service support, Hainan Airlines is hereby issuing its Special Ticketing Procedures for International Tickets. The specific policies are as follows:

I. Scope of application

(I) Tickets issued or reissued on 880 ticket stock (including award tickets redeemed with mileage) on or before 17:00, July 25, 2026 (inclusive);

(II) Tickets for Hainan Airlines-operated international flights (including codeshare flights marketed by Hainan Airlines) arriving at or departing from Guanghzou, Shenzhen, Zhuhai, Shaitou or Hong Kong, with scheduled travel dates between 18:00 July 25, 2026 and 23:59, July 26, 2026 ;

II. Change and refund policy

(I) Ticket change

Within the ticket validity period, the first change to a Hainan Airlines-operated flight with the same itinerary and booking class, departing on or before August 1, 2026 (inclusive), will be processed free of change fees. However, any applicable fare difference resulting from booking subclass changes or seasonal fare differences must be paid. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the ticket validity period, passengers may apply for a refund of all unused flight segments at the original place of purchase. Refund fees, if applicable, will be waived. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket conditions.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 17:00 on July 25, 2026. This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

To assist passengers affected by Typhoon Bavi in better planning their travel arrangements and to ensure appropriate service support, Hainan Airlines is hereby issuing its Special Ticketing Procedures for International Tickets. The specific policies are as follows:

I. Scope of application

A ticket must meet all three of the following criteria:

(I) Tickets issued or reissued on 880 ticket stock (including award tickets redeemed with mileage) on or before 18:00, July 9, 2026 (inclusive);

(II) Tickets for Hainan Airlines-operated international flights (including codeshare flights marketed by Hainan Airlines) arriving at or departing from Taipei or Shanghai, with scheduled travel dates between July 11, 2026 and July 12, 2026 (both dates inclusive);

(III) Seat reservations must be canceled before the flight's scheduled departure time.

II. Change and refund policy

(I) Ticket change

Within the ticket validity period, the first change to a Hainan Airlines-operated flight with the same itinerary and booking class, departing on or before July 18, 2026 (inclusive), will be processed free of change fees. However, any applicable fare difference resulting from booking subclass changes or seasonal fare differences must be paid. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the ticket validity period, passengers may apply for a refund of all unused flight segments at the original place of purchase. Refund fees, if applicable, will be waived. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket conditions.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 18:00 on July 9, 2026. This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Pursuant to Circular No. SE-DJPU 12 of 2026 issued by the Directorate General of Civil Aviation, Ministry of Transportation of Indonesia, all departure services for Hajj and Umrah group passengers at Soekarno-Hatta International Airport shall be consolidated at Terminal 2F—the dedicated Hajj & Umrah Terminal, effective 00:00 on July 1, 2026.

Accordingly, starting from 00:00 on July 1, 2026, all Hajj/Umrah group passengers departing Jakarta (CGK) for Jeddah (JED) with Hainan Airlines are required to complete check-in procedures at Counters 108–109 at Terminal 2F (Counter assignments are subject to daily airport operations). After completing check-in, security screening, immigration clearance, and baggage drop-off on Terminal 2F, you will take the complimentary airport shuttle bus to Terminal 3 to board at your designated gate.

Given the inter-terminal transfer arrangement, group passengers are advised to arrive at Terminal 2F at least 4 hours in advance to allow sufficient time for formalities and shuttle transit.

Individual Umrah passengers shall proceed to Terminal 3 for check-in.

Regular passengers must not go to Terminal 2F; please follow the original arrangements and complete check-in at Terminal 3.

We appreciate your understanding for any inconvenience this change may bring.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Due to upgrades and renovations in the check-in area of the International Terminal at Auckland Airport, Hainan Airlines check-in counters for departure flights at Auckland Airport may be temporarily relocated to Zone T.

If checking in at Zone T, passengers shall complete the check-in process and print baggage tags first. Then, following the on-site staff's instructions, proceed to the designated counters in the International Terminal to drop off the tagged baggage.

Please arrive at the airport early to allow sufficient time for check-in, and pay attention to the on-site signage and staff instructions.

We appreciate your understanding for any inconvenience this change may bring.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Affected by the situation in the relevant region, Hainan Airlines hereby announces special ticketing policies for Tel Aviv route to assist affected passengers with travel arrangements. The specific policies are as follows:

I. Scope

Applicable to tickets (including tickets redeemed with points) issued or reissued using 880 international ticket stock before 19:00 (inclusive) on June 5, 2026 GMT+8, for Hainan Airlines-operated Tel Aviv flights with travel dates between June 5, 2026 (inclusive) and October 25, 2026 (inclusive).

II. Change and Refund Policy

(I) Ticket change

1. For the first change to a Hainan Airlines-operated flight on the same route and in the same cabin class, the change fee is waived. However, fare differences for booking class and seasonality will apply.

2. Itinerary changes can be made between the Beijing-Tel Aviv and Shenzhen-Tel Aviv routes operated by Hainan Airlines. The first change is free of charge, but the fare difference between the new itinerary and the original one will be charged.

3. Any such changes must be made within the ticket's validity period. Tickets already changed under these provisions will be subject to the ticket’s terms and conditions of use for any further changes.

(II) Ticket refund

Within the ticket's validity period, passengers may request a refund for all unused flight segments at the original place of purchase, with no refund fee charged (if applicable). In the event of a refund for a ticket that has already been changed in accordance with the principles outlined in this notice, it will be processed in accordance with the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to their terms and conditions of use.

(II) This notice takes effect from 19:00 on June 5, 2026 GMT+8. This policy does not apply to tickets for which refunds or changes have been completed before the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

From 00:00 on May 7, 2026, all Hainan Airlines flights arriving at and departing from Guangzhou Baiyun International Airport will be adjusted to Terminal 3. For flights departing from Guangzhou, the check-in deadline for domestic flights is 40 minutes before the scheduled departure, and the check-in deadline for international and regional flights is 60 minutes before the scheduled departure. The boarding gates will close 15 minutes before the scheduled departure for all flights.

Please check the departure terminal of your flight and make travel arrangements in advance. If you have any inquiries, please contact Hainan Airlines' 24-hour customer service hotline at 95339.

Attachment: Hainan Airlines Check-in Area Layout at Terminal 3 of Guangzhou Baiyun International Airport

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice of Singapore Changi Airport, starting from May 13, 2026, Hainan Airlines' check-in counter area at Singapore Changi Airport will be relocated from Island 4 to Island 8.

To facilitate a seamless travel experience, passengers are encouraged to verify terminal details at the time of ticket purchase and before departure, and to arrive at the designated airport counter area in advance to complete check-in procedures, thus avoiding any delay.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Affected by the situation in the relevant region, Hainan Airlines hereby announces special ticketing policies for Tel Aviv route to assist affected passengers with travel arrangements. The specific policies are as follows:

I. Scope

Applicable to tickets (including tickets redeemed with points) issued or reissued using 880 international ticket stock before 16:00 (inclusive) on April 22, 2026 GMT+8, for Hainan Airlines-operated Tel Aviv flights with travel dates between April 30, 2026 (inclusive) and June 30, 2026 (inclusive).

II. Change and Refund Policy

(I) Ticket change

1. For the first change to a Hainan Airlines-operated flight on the same route and in the same cabin class, the change fee is waived. However, fare differences for booking class and seasonality will apply.

2. Itinerary changes can be made between the Beijing-Tel Aviv and Shenzhen-Tel Aviv routes operated by Hainan Airlines. The first change is free of charge, but the fare difference between the new itinerary and the original one will be charged.

3. Any such changes must be made within the ticket's validity period. Tickets already changed under these provisions will be subject to the ticket’s terms and conditions of use for any further changes.

(II) Ticket refund

Within the ticket's validity period, passengers may request a refund for all unused flight segments at the original place of purchase, with no refund fee charged (if applicable). In the event of a refund for a ticket that has already been changed in accordance with the principles outlined in this notice, it will be processed in accordance with the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to their terms and conditions of use.

(II) This notice takes effect from 16:00 on April 22, 2026 GMT+8. This policy does not apply to tickets for which refunds or changes have been completed before the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Affected by the situation in the relevant region, Hainan Airlines hereby announces special ticketing policies for Abu Dhabi, Dubai, Jeddah and Tel Aviv routes to assist affected passengers with travel arrangements. The specific policies are as follows:

I. Scope

Applicable to tickets (including tickets redeemed with points) issued or reissued using 880 international ticket stock before 21:00 (inclusive) on March 10, 2026, for Hainan Airlines-operated Abu Dhabi, Dubai, Jeddah, Tel Aviv flights with travel dates between February 28, 2026 (inclusive) and May 31, 2026 (inclusive).

II. Change and Refund Policy

(I) Ticket change

1. For the first change to a Hainan Airlines-operated flight on the same route and in the same cabin class, the change fee is waived. However, fare differences for booking class and seasonality will apply.

2. Passengers on Hainan Airlines' routes between Abu Dhabi, Dubai, Jeddah and Tel Aviv can change their itineraries without charging a change fee, but will be charged the difference in fare between the old and new itineraries.

3. Any such changes must be made within the ticket's validity period. Tickets already changed under these provisions will be subject to the ticket’s terms and conditions of use for any further changes.

(II) Ticket refund

Within the ticket's validity period, passengers may request a refund for all unused flight segments at the original place of purchase, with no refund fee charged (if applicable). In the event of a refund for a ticket that has already been changed in accordance with the principles outlined in this notice, it will be processed in accordance with the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to their terms and conditions of use.

(II) This notice takes effect from 21:00 on March 10, 2026. This policy does not apply to tickets for which refunds or changes have been completed before the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear Passenger,

According to the provisions of the "Catalog of Articles Restricted from Carry-on or Checked Luggage of Civil Aviation Passengers" issued by the Civil Aviation Administration of China (CAAC), the volume of each individual container for liquid items carried onboard must not exceed 100 ml. If any single liquid duty-free item purchased exceeds 100 mL, please repack it securely upon arrival in Yichang and check it in at the domestic check-in counter. Any associated fees will be at your own expense. Please note that checking in the item may affect your onward journey or result in your luggage not arriving on the same flight.

To avoid inconvenience, we strongly advise planning your purchases in advance and ensuring all items comply with relevant regulations. Thank you for your understanding and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

In light of the current situation in Israel, Hainan Airlines hereby announces special ticketing policies for the Tel Aviv route to assist affected passengers with travel arrangements. The specific policies are as follows:

I. Scope

Applicable to tickets (including tickets redeemed with points) issued or reissued using 880 international ticket stock before 18:00 (inclusive) on February 28, 2026, for Hainan Airlines-operated Tel Aviv flights with travel dates between February 28, 2026 (inclusive) and March 31, 2026 (inclusive).

II. Change and Refund Policy

(I) Ticket change

1. For the first change to a Hainan Airlines-operated flight on the same route and in the same cabin class, the change fee is waived. However, fare differences for booking class and seasonality will apply.

2. Route changes between Beijing-Tel Aviv and Shenzhen-Tel Aviv are permitted. The first change is fee-free, but fare differences for booking class and seasonality will apply.

3. Any such changes must be made within the ticket's validity period. Tickets already changed under these provisions will be subject to the ticket’s terms and conditions of use for any further changes.

(II) Ticket refund

Within the ticket's validity period, passengers may request a refund for all unused flight segments at the original place of purchase, with no refund fee charged (if applicable). In the event of a refund for a ticket that has already been changed in accordance with the principles outlined in this notice, it will be processed in accordance with the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to their terms and conditions of use.

(II) This notice takes effect from 18:00 on February 28, 2026. This policy does not apply to tickets for which refunds or changes have been completed before the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

In light of the current situation in the relevant region, Hainan Airlines hereby announces special ticketing policies for Abu Dhabi, Dubai, Jeddah, Cairo routes to assist affected passengers with travel arrangements. The specific policies are as follows:

I. Scope

Applicable to tickets (including tickets redeemed with points) issued or reissued using 880 international ticket stock before 22:30 (inclusive) on February 28, 2026, for Hainan Airlines-operated Abu Dhabi, Dubai, Jeddah, Cairo flights with travel dates between February 28, 2026 (inclusive) and March 31, 2026 (inclusive).

II. Change and Refund Policy

(I) Ticket change

Within the validity period of the ticket, the first change to a Hainan Airlines-operated flight on the same routing and same cabin class is exempt from the change fee; any fare difference will be charged according to regulations. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the ticket's validity period, passengers may request a refund for all unused flight segments at the original place of purchase, with no refund fee charged (if applicable). In the event of a refund for a ticket that has already been changed in accordance with the principles outlined in this notice, it will be processed in accordance with the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to their terms and conditions of use.

(II) This notice takes effect from 22:30 on February 28, 2026. This policy does not apply to tickets for which refunds or changes have been completed before the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

In the case of Hainan Airlines international flight cancellations, flight departure delays, flights departure ahead of schedule, itinerary changes, cabin class changes, or if the carrier is unable to operate the original flight, involuntary changes or involuntary refunds may be processed in accordance with the following regulations:

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.

4. After you confirm the new flight and go through the involuntary change procedures for your ticket, the relevant transportation rules shall be subject to the actual carrier listed on the ticket, including but not limited to: ticket usage conditions, boarding rules, ground and air service standards, etc.

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 (Tax included) 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. The definitions of "flight cancellation," "flight departure delay," and "flight departure ahead of schedule" in this notice are 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" refers to the situation where the adjusted "flight scheduled departure time" or the actual departure and unblocking time of the flight is more than 15 minutes later than the "flight scheduled departure time" listed on the ticket.

(3) "Flight departure ahead of schedule" refers to situations where the rescheduled departure time is more than 15 minutes earlier than the originally scheduled departure time indicated on the ticket.

2. The member companies of Hainan Airlines Group refer to Grand China Air, Capital Airlines, Tianjin Airlines, Hongkong Airlines, Lucky Air, West Air, Guangxi Beibu Gulf Airlines, Fuzhou Airlines, Urumqi Airlines, 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 +86-898-95339.

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

8. This notice will take effect from January 29, 2026, and applies to tickets sold on or after January 29, 2026 (inclusive).

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

Hainan Airlines Holding Co., Ltd.

Reminder for Irregular International Flights of Hainan Airlines (This reminder applies to tickets sold from May 31, 2024 (inclusive) to January 28, 2026 (inclusive))

Dear passengers,

Based on the travel advisory issued by the Ministry of Foreign Affairs, and to assist affected passengers in better planning their journeys, Hainan Airlines has developed special handling procedures for international tickets. The details are as follows:

I. Scope of application

For applications to change or refund tickets submitted after 00:00 (inclusive) on January 26, 2026 (based on the reservation cancellation time), all tickets issued or reissued using 880 international ticket stock before 12:00 (inclusive) on January 26, 2026 (including tickets redeemed with points), with itineraries involving Japan-bound or Japan-departure flights operated by Hainan Airlines scheduled between March 29, 2026 (inclusive) and October 24, 2026 (inclusive), are subject to the following policy.

II. Change and refund policy

(I) Ticket change

Within the validity period of the ticket, the first change to a Hainan Airlines-operated flight on the same routing and same cabin class is exempt from the change fee; any fare difference will be charged according to regulations. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the validity period of the ticket, passengers may request a refund for any unused flight segments at the original place of purchase, with no refund fee charged. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 18:00 on January 26, 2026 (GMT+8). This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear Passengers,

According to a comprehensive assessment by Guangzhou Baiyun Airport, the terminal adjustment for domestic operations at Guangzhou Baiyun Airport, originally scheduled to begin on January 22, 2026, will be postponed until after the 2026 Spring Festival travel season. Accordingly, Hainan Airlines' domestic arrival and departure flights will continue to operate from Terminal 1 after January 22, 2026. The specific relocation date will be announced separately.

International and regional services will still be relocated to Terminal 3 as originally planned (January 22, 2026). That is, on January 22, flight HU7981 (Guangzhou – Taipei Taoyuan) will continue to depart from Terminal 1, while flight HU7982 (Taipei Taoyuan – Guangzhou) will arrive and operate at Terminal 3. On subsequent dates, both HU7981/HU7982 (Guangzhou = Taipei Taoyuan) will operate at Terminal 3.

Please pay attention to the changes in departure and arrival terminals and make your travel arrangements accordingly in advance. If you have any questions, please contact the Hainan Airlines hotline at 95339.

We appreciate your understanding for any inconvenience this may cause.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from the National Immigration Administration of China, starting November 20, 2025, foreign travelers can fill out their entry information online through channels such as the government website of the National Immigration Administration, the government service platform, the "Immigration Bureau 12367" app, WeChat (Alipay) app, and mobile scanning of the entry card QR code. If online submission is not feasible, travelers can complete the form online by mobile phone code scanning or using smart devices at the immigration checkpoint upon arrival in China, or alternatively fill out physical entry cards for foreigners

Foreigners who fall into the following seven categories are exempt from filling out the form: those holding a Permanent Residence Permit for Foreigners of the People's Republic of China, those with a Mainland Travel Permit for Hong Kong and Macao Residents (non- Mainland China citizenship), those with a group visa or eligible for group visa exemption, those making a 24-hour direct transit without leaving the designated port area, those entering or exiting by cruise ship and returning on the same cruise, those entering via the fast-track channel, and foreign crew members of inbound and outbound transportation vehicles.

To enhance your entry clearance efficiency, we recommend you to complete the for in advance via online channels. Go to https://s.nia.gov.cn/ArrivalCardFillingPC/ or scan the QR code below for submission. Thank you for your understanding and cooperation.

Click the link to watch the filling video:https://www.hnair.com/adnews/wgrrjspPC/

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Based on the recent travel advisory issued by the Ministry of Foreign Affairs, and to assist affected passengers in better planning their journeys, Hainan Airlines has developed special handling procedures for international tickets. The details are as follows:

I. Scope of application

For applications to change or refund tickets submitted after 00:00 (inclusive) on November 15, 2025 (based on the reservation cancellation time), all tickets issued or reissued using 880 international ticket stock before 12:00 (inclusive) on December 5, 2025 (including tickets redeemed with points), with itineraries involving Japan-bound or Japan-departure flights operated by Hainan Airlines scheduled between November 15, 2025 (inclusive) and March 28, 2026 (inclusive), are subject to the following policy.

II. Change and refund policy

(I) Ticket change

Within the validity period of the ticket, the first change to a Hainan Airlines-operated flight on the same routing and same cabin class is exempt from the change fee; any fare difference will be charged according to regulations. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the validity period of the ticket, passengers may request a refund for any unused flight segments at the original place of purchase, with no refund fee charged. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 16:00 on December 5, 2025. This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from December 5, 2025 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 20 per passenger; For segments exceeding 800 kilometers: RMB 40 per passenger.

2. For children (including unaccompanied minors) and disabled servicemen and policemen disabled, 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 December 5, 2025, if changes to travel dates are made on or after December 5, 2025, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from December 5, 2025 (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 20 per passenger; For segments exceeding 800 kilometers: RMB 40 per passenger.

2. For children (including unaccompanied minors) and disabled servicemen and policemen disabled, 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 December 5, 2025, if changes to travel dates are made on or after December 5, 2025, the fuel surcharges already collected will not be refunded or adjusted.

Grand China Air Co., Ltd.

Dear passengers,

Based on the recent travel advisory issued by the Ministry of Foreign Affairs, and to assist affected passengers in better planning their journeys, Hainan Airlines has developed special handling procedures for international tickets. The details are as follows:

I. Scope of application

For applications to change or refund tickets submitted after 00:00 (inclusive) on November 15, 2025 (based on the reservation cancellation time), all tickets issued or reissued using 880 international ticket stock before 12:00 (inclusive) on November 15, 2025 (including tickets redeemed with points), with itineraries involving Japan-bound or Japan-departure flights operated by Hainan Airlines scheduled between November 15, 2025 (inclusive) and December 31, 2025 (inclusive), are subject to the following policy.

II. Change and refund policy

(I) Ticket change

Within the validity period of the ticket, the first change to a Hainan Airlines-operated flight on the same routing is exempt from the change fee; any fare difference will be charged according to regulations. Subsequent changes will be processed in accordance with the applicable ticket rules.

(II) Ticket refund

Within the validity period of the ticket, passengers may request a refund for any unused flight segments at the original place of purchase, with no refund fee charged. In case of a refund for a ticket that has already been changed according to the principles outlined in this notice, it will be processed according to the ticket’s terms and conditions of use.

(III) To make any of the above changes or request a refund, reserved seats must be cancelled prior to the scheduled departure time of the flight.

III. Miscellaneous

(I) Tickets that do not meet the above applicable conditions will be processed according to the ticket conditions.

(II) This notice takes effect from 16:30 on November 15, 2025. This policy does not apply to tickets for which refunds or changes have been completed prior to the effective time of this notice.

Thank you for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Starting from June 4th, 2024, only certified luggage wrapping is allowed at Brussels Airport.
To avoid inconvenience at check-in, please do not wrap your baggage at home or use luggage straps (including colored belts, plastic film, or any non-certified wrapping materials). Such items may need to be removed before check-in.

Certified wrapping services are available in the departure hall, provided by Brussels Airport’s official partner, and each certified wrapping will carry an official Brussels Airport sticker for identification.

Thank you for your understanding and cooperation. We wish you a pleasant journey!

More information:

https://www.brusselsairport.be/en/passenger/at-the-airport/services/baggage-wrapping/

Dear passengers,

In accordance with the latest entry regulations issued by the Directorate General of Immigration, Republic of Indonesia, passengers traveling to Jakarta on Hainan Airlines flights are required to complete the entry declaration through All Indonesia in advance. For detailed information, please scan the QR code below. Thank you for your understanding and cooperation.

Hainan Airlines Holding Co., Ltd.

On September 25, 2025, during ground taxiing, our flight HU7986 (Moscow–Beijing) experienced a minor contact incident that resulted in surface scratches on the winglet. No injuries occurred in the process. The company attaches great importance to this matter. A technical inspection of the aircraft will be carried out promptly, and alternative arrangements have already been provided for our passengers. Ensuring the safety and well-being of our passengers remains our top priority, and we are making every effort to minimize disruption and secure timely onward travel. We sincerely apologize for the inconvenience caused to our passengers.

Hainan Airlines Holding Co., Ltd.

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.

Dear passengers,

In order to make international transit travel more convenient for passengers on the UK route, Hainan Airlines provides through check-in and direct baggage delivery service to eligible international passengers. The relevant precautions are explained as follows:

1. Introduction to the through check-in and direct baggage delivery service

If a passenger buys a ticket of a stopover, transit or connecting flight on the UK route, he/she will complete the boarding procedure for the whole itinerary at a time upon check-in, and check his/her baggage directly to the final destination at a time. In this case, the baggage can only be claimed at the final destination, and the passenger cannot claim the baggage at the transit airport and check it again.

2. Baggage transit restrictions

The baggage subject to through check-in will enter a country at such country's first point of entry under the supervision of the local customs. Baggage can be checked directly to the final destination and cannot be claimed or interrupted in transportation at the transit point. The passenger must confirm whether he/she needs to make a stopover or claim his/her baggage before check-in.

3. No unauthorized interruption during the itinerary

If a passenger has bought a through check-in ticket and chooses to terminate the itinerary halfway (i.e., a "skipping" act), such act will cancel the subsequent flight segment automatically, and render the passenger unable to claim his/her baggage at the transit point. Such act will be regarded as a breach of the transportation agreement.

4. Handling of itinerary changes

If a passenger does have to change his/her original itinerary for any special reason, he/she must contact Hainan Airlines' Customer Service or the original ticketing agent in advance for rescheduling. Interrupting the itinerary without complying with the rescheduling provisions will affect subsequent itinerary arrangements and baggage support. If a passenger who makes multiple skips subjectively and intentionally, Hainan Airlines will take necessary measures to protect the interests of the carrier in accordance with the general conditions of passenger and baggage transportation specified on the ticket.

Thanks for your understanding and support.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

1. Scope of Application

This notice applies to passengers traveling on Hainan Airlines flight HU7914 (Jeddah – Haikou) and subsequent connecting flights. Eligible passengers may check in Zamzam Water in accordance with the following requirements.

2. Conditions for Carriage

To ensure flight safety and smooth ground handling operations, Hainan Airlines has established the following conditions for the transportation of Zamzam Water as checked baggage:

2.1 Source and Packaging Requirements

Zamzam Water must originate from officially authorized sources recognized by the Saudi government (e.g., King Abdullah Zamzam Water Distribution Center);

It must be packaged in sealed plastic containers certified by the official distribution center, and placed inside a cardboard box printed with the Zamzam logo;

The packaging must be intact and properly sealed, with no signs of leakage, damage, or unauthorized repackaging.

2.2 Quantity Limitations

Each passenger is allowed to check in only one (1) container of Zamzam Water;

The maximum weight of the container must not exceed 5 liters (approximately 5 kilograms);

The Zamzam Water container is not counted toward the passenger’s free baggage allowance and may be checked free of charge as an additional item;

Zamzam Water must be checked in separately and not packed inside the checked baggage;

Zamzam Water may not be carried into the cabin as hand luggage and must be checked in.

3. The passenger's checked baggage can only be accepted if the flight information on their ticket, as well as the water source and packaging, comply with the aforementioned requirements.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from July 5, 2025 (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 10 per passenger; For segments exceeding 800 kilometers: RMB 20 per passenger.

2. For children (including unaccompanied minors) and disabled 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 will be exempt from fuel surcharges; For segments exceeding 800 kilometers: RMB 10 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 July 5, 2025, if changes to travel dates are made on or after July 5, 2025, the fuel surcharges already collected will not be refunded or adjusted.

Grand China Air Co., Ltd

Dear passengers,

After a prudent assessment of safety risks and passenger travel needs of flights to and from Tel Aviv, the Company has decided to resume Hainan Airlines' direct round-trip flights between Shenzhen and Tel Aviv from June 29, 2025, and operate them on Tuesdays, Fridays and Sundays thereafter.The normal round-trip flights between Beijing and Tel Aviv on June 30, 2025 will be operated normally, and the round-trip flights between Beijing and Tel Aviv in July 2025 will be suspended.

We will pay close attention to changes in the overseas security situation, and disclose flight adjustment plans for the Israeli route timely.Hainan Airlines will ensure the safe operation of flights and provide proper services as always. Thanks for your understanding and support again!

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Hainan Airlines hereby announces the following regulations regarding passenger tickets for Dubai, Cairo and Jeddah 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 points) issued or exchanged before June 24, 2025 (inclusive), with ticket numbers starting with 880, for Hainan Airlines flights to and from Dubai, Cairo and Jeddah, and with travel dates falling between June 24, 2025 (inclusive) and June 30, 2025 (inclusive).

II. Regulations for Changing and Refunding Tickets

(1) Ticket Change

During the validity period of the ticket, for flights operated by Hainan Airlines on the mentioned routes, the first change made on or before 31 July 2025 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 of unused flight segments 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 scheduled departure time of the flight.

III. Others

(1) This notice will come into effect from June 25, 2025.

(2) The ticket use conditions will apply to tickets that do not meet the above applicable conditions.

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 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 points) issued or exchanged before June 12, 2025 (inclusive), with ticket numbers starting with 880, for Hainan Airlines flights to and from Tel Aviv, and with travel dates falling between June 13, 2025 (inclusive) and June 30, 2025 (inclusive).

II. Regulations for Changing and Refunding Tickets

(1) Ticket Change

During the validity period of the ticket, for flights operated by Hainan Airlines on the mentioned routes, the first change made on or before 31 July 2025 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 of unused flight segments 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 scheduled departure time of the flight.

III. Others

(1) The ticket use conditions will apply to tickets that do not meet the above applicable conditions.

(2) This notice will come into effect from 15:00 on June 19, 2025.This policy does not apply to any ticket for which refund or change has been completed before it takes effect, and any refund or change fee, or fare difference already paid will not be refunded.

Thank you for your support and cooperation.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

Due to the sudden public security incident in the Tel Aviv area, we have decided after assessing safety risks prudently that Flight HU743 (Shenzhen-Tel Aviv) on June 13, 2025 of Hainan Airlines will return. It is expected to arrive at Shenzhen Bao'an International Airport at 11:00 Beijing time. We will provide passenger services properly.

We are very sorry for any inconvenience so suffered by you. We will pay close attention to changes in the overseas security situation and announce the flight adjustment plan for the Israeli route timely.

Hainan Airlines will ensure the safe operation of flights and provide proper services as always. Thanks for your understanding and support again.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from June 5, 2025 (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: exemption from fuel surcharge; For segments exceeding 800 kilometers: RMB 10 per passenger.

2. For children (including unaccompanied minors) and disabled servicemen and policemen disabled, 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: There is no fuel surcharge for flights with a distance of 800 kilometers or less and more than 800 kilometers.

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, 2025, if changes to travel dates are made on or after June 5, 2025, the fuel surcharges already collected will not be refunded or adjusted.

Grand China Air Co., Ltd

Dear passenger,

Effective from June 5, 2025 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: exemption from fuel surcharge; For segments exceeding 800 kilometers: RMB 10 per passenger.

2. For children (including unaccompanied minors) and disabled servicemen and policemen disabled, 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: There is no fuel surcharge for flights with a distance of 800 kilometers or less and more than 800 kilometers.

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, 2025, if changes to travel dates are made on or after June 5, 2025, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from April 5, 2025 (ticket issuance date), the fuel surcharge collection standards for domestic routes (including domestic segments of international tickets) operated by Hainan Airlines will be adjusted as follows:

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 10 per passenger; For segments exceeding 800 kilometers: RMB 20 per passenger.

2. For children (including unaccompanied minors) and disabled servicemen and policemen disabled, 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 will be exempt from fuel surcharges; For segments exceeding 800 kilometers: RMB 10 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 April 5, 2025, if changes to travel dates are made on or after April 5, 2025, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

Effective from April 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 10 per passenger; For segments exceeding 800 kilometers: RMB 20 per passenger.

2. For children (including unaccompanied minors) and disabled 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 will be exempt from fuel surcharges; For segments exceeding 800 kilometers: RMB 10 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 April 5, 2024, if changes to travel dates are made on or after April 5, 2024, the fuel surcharges already collected will not be refunded or adjusted.

Grand China Air Co., Ltd

Dear passengers,

According to the overall arrangement of Urumqi International Airport, Hainan Airlines' domestic, international and regional flights will be relocated to Terminal T4 form 0:00 on April 17, 2025 (local time). Hainan Airlines' check-in counters are located at Island H and Island K (please refer to the on-site signs for the specific check-in locations of business class and economy class).

For your smooth travel, please pay attention to the relevant prompts on the airport flight information screen after arriving at the airport to avoid missing your flight.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Lanzhou Zhongchuan International Airport, starting from 00:00 local time on March 20, 2025, Lanzhou Zhongchuan International Airport will close Terminals T1 and T2 and open Terminal T3. At that time, Hainan Airlines' domestic, international and Hong Kong, Macao and Taiwan regions inbound and outbound flights will be adjusted to Terminal T3.

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.

If you need any consultation, please call Lanzhou Zhongchuan International Airport’s 24-hour customer service hotline 0086-931-96556 for consultation.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Vienna Airport, Terminal 1A of Vienna Airport is expected to be closed for maintenance from February 24 to March 31, 2025. During this period, Hainan Airlines flights HU790 and HU782 will be temporarily adjusted to Terminal 3 for check-in according to the airport's arrangements.

For your smooth travel, please pay attention to the relevant prompts on the airport flight information screen after arriving at the airport to avoid missing your flight. The end time of the terminal change will be dynamically adjusted according to the progress of the airport maintenance. If there is any change, we will notify you separately.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the overall arrangement of Xi'an Xianyang International Airport, Hainan Airlines' international flights will be relocated to Terminal T5 on February 20, 2025, and the check-in counters will be changed to counters E03-E08 (E05-06 are economy class counters, E03 is business class counter, E04 is duty manager counter, and E07-08 are group passenger counters).

For your smooth travel, please pay attention to the terminal information before purchasing tickets and traveling, and arrive at the designated area of the airport in advance to check in to avoid missing your flight.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the latest reminder for peak season travel issued by Sanya Phoenix Airport, Sanya has entered the peak tourism season, when there would be many passengers at the airport. To ensure your smooth travel, you're advised to arrive at the airport three hours in advance to check in.

Please pay attention to flight status in advance, and acquire terminal and check-in counter information before ticketing and traveling. If you have any question, ask the staff for help timely to avoid missing your flight.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

In accordance with the Israeli Law – as of JAN 01st 2025 – citizens from VISA B2 exempt countries will be required to obtain an ETA-IL approval prior to their flight to Israel. Passengers who belong to this population are required to fill out the ETA-IL form as a condition for boarding the plane using the official website portal:

https://israel-entry.piba.gov.il/

https://www.gov.il/en/departments/topics/eta-il/govil-landing-page

Hainan Airlines Holding Co., Ltd.

Effective on 1 January 2025, the beneficiary rules of Fortune Wings Club will be adjusted. The adjustment details are as follows:

1. There will be annual upper limit for addition or modification of beneficiary. Every member can add or modify up to six beneficiaries each year.

2. Every member can add up to ten beneficiaries for the first time. Adding or modifying beneficiary on the next day will be counted towards the annual limit. Adding or modifying beneficiaries will take effect 30 days after the successful submission of the application.

3. Member accounts with beneficiaries added before January 1, 2025 will be considered as having completed the initial addition by default. Any subsequent additions or modifications will be counted towards the annual limit.

4. Other beneficiary rules of Fortune Wings Club remain unchanged.

Fortune Wings Club

Dear passengers,

According to the notice from Shenzhen Airport VIP Lounge, Shenzhen Airport International VIP Lounge ①/② will be renovated and upgraded in sequence starting from November 9, 2024. The project is expected to last for 2 months, and the time for the reopening of the lounge will be notified separately later.

During the renovation period, high-end passengers can enter the unrenovated areas of Shenzhen Airport International VIP Lounge ①/② and the temporary alternative rest area (opposite Shenzhen Airport International VIP Lounge ①/②, between Gates 308 and 309) to enjoy services.

We apologize for any inconvenience caused.

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.

3. Any payment invoice issued by a medical institution, or a list of hospitalization expenses affixed with its official seal.

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 regions 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) If any serviceman or his/her family member receives medical care at a military hospital, and no payment invoice is available, an appropriate examination sheet or prescription, or evidence of his/her serviceman status may be provided, and for his/her family member, evidence of his/her status as a family member of a serviceman 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.

(4) Payment invoices include medicine, treatment, examination and hospitalization expenses, etc. If only a registration fee/diagnosis and examination fee/medical service fee invoice is provided, the passenger is deemed to provide incomplete information.

(5) The issuing and printing date of any relevant medical care voucher should be on or after the actual ticketing date, and before the boarding date 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 the applicable fare changes due to the change, the difference between the new fare and the original fare will be calculated and charged. If the change is made again, it 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) The companion is in the same PNR as the sick passenger.

(2) The companion 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, and such ticket is under the same order as the ticket of the sick passenger.

(3) The numbers of the tickets of the companion and the passenger are consecutive.

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

3) For group tickets purchased in the group sales system of Hainan Airlines, only if evidence of relatives on the same certificate (household register, marriage certificate, birth certificate, certificate of the only child, property ownership certificate, etc.) is provided can the tickets of not more than five companions be refunded.

4) The tickets of the sick passenger and his/her companion(s) purchased through the same sales channel can be refunded through the original issuing place; for tickets purchased through different sales channels, a ticketing office directly affiliated to Hainan Airlines should be contacted to handle refund simultaneously.

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 passenger,

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

1. Fuel surcharge collection standards for domestic routes: For segments of 800 kilometers or less: RMB 10 per passenger; For segments exceeding 800 kilometers: RMB 20 per passenger.

2. For children (including unaccompanied minors) and disabled 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 will be exempt from fuel surcharges; For segments exceeding 800 kilometers: RMB 10 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, 2024, if changes to travel dates are made on or after October 5, 2024, the fuel surcharges already collected will not be refunded or adjusted.

Hainan Airlines Holding Co., Ltd.

Dear passenger,

From October 20, 2024 (inclusive), in order to enhance passengers' onboard experience, the stopover point for return flights from Boston to Beijing of Hainan Airlines will change from Seattle Tacoma International Airport in the U.S. to Brussels International Airport in Belgium, and the total flight time will be shortened by about 50 minutes. During the stopover period, in-flight fuel supply will be conducted at Brussels International Airport, when passengers are not allowed to board or disembark the aircraft. Thanks for your understanding and support. Wish you a pleasant journey!

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the notice from Nanning Wuxu International Airport, during the China-ASEAN "two meetings" during September 22-29, 2024, non-participating VIP passengers will be transferred to the first-class lounge of Nanning Wuxu International Airport (located beside the airport canteen, Island E, 3/F, Terminal T2, Nanning Wuxu International Airport) for rest in a unified manner.

External vehicles will not be admitted to the VIP parking lots (V1/V2/V3 courtyards), and the VIP shuttle bus service for remote bays will be suspended. Hainan Airlines will strive for parking at boarding bridges through coordination.

We apologize for any inconvenience caused.

Hainan Airlines Holding Co., Ltd.

Dear passengers,

According to the "24-Hour Transit Visa-Free Policy" of the National Immigration Administration of the People's Republic of China, here are some reminders for Hainan Airlines' Auckland = Shenzhen flight regarding the "24-Hour Transit Visa-Free Policy":

1. Passengers purchasing Hainan Airlines international/region to international/region connecting tickets, staying within China for up to 24 hours without leaving the port, are eligible for the transit visa-free policy.

For example, HU7932 Auckland-Shenzhen, HU757 Shenzhen-Paris.

2. Passengers purchasing interline international/region connecting tickets with a transit time not exceeding 24 hours and that they will remain within the corresponding ports are advised to apply in advance for temporary entry permits from the port's immigration and border inspection authorities.

For example, HU7932 Auckland-Shenzhen, AK129 Shenzhen-Kuala Lumpur.

3. Passengers are purchasing Hainan Airlines international/region to international/region connecting tickets, transiting through Shenzhen to other China mainland cities before connecting to a third country or region with a transit time not exceeding 24 hours, must apply in advance for temporary visa from the port visa office or temporary entry permits from the port's immigration and border inspection authorities.

For example, HU7932 Auckland-Shenzhen, HU7702 Shenzhen-Beijing, HU491 Beijing-Brussels.

For more information on 24-Hour Transit Visa-Free Policy, please click here.

The result of the temporary entry permit review is subject to the relevant port entry and exit border inspection authorities.

Policy reference:

National Immigration Administration of the People's Republic of China hotline：12367

Hainan airlines hotline：0086-898-95339

Hainan Airlines Holding Co., Ltd.

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 flight or document information is entered incorrectly, or two or more repeatedly booked ticket where the flight and document information is completely consistent.

Flight information means itinerary, flight number and flight date.

Document information means the name specified on a valid identity document, and its type, number, valid period and issuing country, and its holder's nationality, gender and date of birth.

I. Scope of application

This announcement applies to international and regional routes actually operated by Hainan Airlines as indicated on international transportation certificates issued by Hainan Airlines, but does not apply to group tickets.

II. Handling provisions

(I) Rules for handling tickets with incorrect 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 ticket's status should be "OPEN FOR USE". 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, or the passenger uses or disuses her husband's surname 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 other changes to passenger document information

If the passenger name of a ticket is correct and has not been changed, but the other document information is partly incorrect, the passenger may contact Hainan Airlines for a change. Hainan Airlines may change any two items of the document's number, valid period and issuing country, and the holder's nationality, gender and date of birth for free but only once after verifying that the new document information provided by the passenger is authentic and valid, provided that such change should not exceed three characters. The passenger's name should not be changed after the identity information is 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 (excluding tax) 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 completely used the new ticket, then can request a free refund 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.

Special note: The refund rules for repeated ticket purchase do not apply to any passenger type change (e.g., changing from regular passenger to international student passenger, or from international student passenger to regular passenger).

III. Handling channels

Ticketing offices directly affiliated to Hainan Airlines, Hainan Airlines customer service hotline, 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 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 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 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 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,

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.