We're here to assist with your travel plans at every step of your journey, and answer your frequently asked questions.

Our CARE U is a guide to help you understand key travel requirements. However it does not replace the information provided by government and other authorities. While Hainan Airlines makes best efforts to keep this information updated, it is your responsibility to ensure that you meet all entry or transit requirements for each country on your itinerary.

Important Information before Booking

  • Entry Requirements

    As entry restrictions and requirements of various countries or regions may change in a short period of time, please keep informed of the situation.

  • Consider Travel Insurance Policy

    For the sake of more peace of mind, you may want to purchase travel insurance. If this travel insurance policy applies to your itinerary, you can add it to your ticket when you are Booking.

  • About your Contact Information

    Always ensure that the contact information related to your booking is up-to-date. This allows us to promptly inform you of changes or delays in flight schedules. We will also send you an email 7 days in advance of your trip with helpful reminders.

    Go to Manage My Bookings
  • Flight Schedule

    Find the latest sales information for domestic and international airlines at any time.

    Flight schedules
  • Change or Refund

    You can apply to change or Refund.

    Change or Refund
  • Destination Entry Requirements and Border Restrictions

    Destination Entry Requirements and Border Restrictions of Canada.

    More information

    Destination Entry Requirements and Border Restrictions of Belgium.

    More information
  • Domestic/International Transfer Guide

    Find the latest sales information for domestic and international airlines at any time.

    Check domestic transit guide / international transit guide
  • COVID-19 Prevention Policies of various cities in China

    To ensure smooth travel, you can learn about the latest epidemic prevention and control policies in the provinces, cities and regions where the flight origin and destination are located in advance.

    More information

Before Takeoff

  • Check Passengers’ Health Code, Temperature, Nucleic Acid Test Report, Mask

    According to the departure airport’s COVID-19 prevention policy, the airport will make arrangements to check the health code, measure the temperature and check the nucleic acid test report of the passengers, and check whether the masks worn by the passengers are compliant.

    Face coverings: Passengers should wear masks throughout the flight. It is recommended to wear N95 or KN95 masks without the exhaust valve. Do not remove the mask when it is not necessary.

  • Check-in

    One-meter yellow line: Inform the passengers to maintain social distance through notice board and staff reminding.

    Passengers’ Hand Sanitization: Hand sanitizer for the passenger to sanitize their hands.

    Disinfection of check-in equipment: Regularly disinfect the check-in equipment.

    Check passenger health codes and nucleic acid test reports: Check the health code, nucleic acid test report and other related materials of passengers according to the destination’s COVID-19 prevention requirement.

    Passenger Seating Distribution: Arrange passengers to sit separately, avoid passenger gatherings in some areas, and leave some empty seats for emergency isolation.

  • VIP Lounge

    Dynamic allocation of products in VIP Lounge: Provide different types of products according to different COVID-19 prevention levels, and simplify products and reduce passenger exposure during severe COVID-19 outbreak period.

    VIP Lounge cleaning and disinfection: Disinfect daily and make records.

  • Boarding Gate

    Passengers’ Hand Sanitization: Hand sanitizer for the passenger to sanitize their hands.

    One-meter yellow line: Tips for keeping social distance

    Temperature check:For domestic flights, if the passenger is found or claims to have fever (≥ 37.3 ℃) or dry cough, fatigue, sore throat, hypoesthesia of smell (taste), diarrhea and other discomfort symptoms, immediately notify the airport CDC to take temperature measurement on site. If the passenger is not approved by the airport CDC, follow-up procedures will not be handled.
    For international flights, before boarding, use the calibrated non-contact temperature detection equipment to detect and record the temperature of passengers, and observe the symptoms at the same time. If any suspicious passengers with fever (≥ 37.3 ℃), fatigue, dry cough, sore throat, hypoesthesia of smell (taste), diarrhea and other symptoms are found, they should immediately notify the airport CDC to take temperature measurement on site. Follow up procedures shall not be handled without the consent of the airport disease control unit.

    Check passenger health codes and nucleic acid test reports: Check the health code, nucleic acid test report and other related materials of passengers according to the destination’s COVID-19 prevention requirement.

  • Personal Protection Standards for International Employees

    1. Employees in direct contact with passengers: For low-and-medium-risk areas, surgical masks + disposable medical rubber gloves or nitrile gloves are required; for high-risk areas, KN95/N95 mask + goggles + disposable medical rubber gloves or nitrile gloves + disposable shoe/boot covers + disposable strip cap are required; for high-risk areas, isolation gowns are required in summer.

    2. Employees in Direct Contact with Cargo and Baggage: For low-and-medium-risk areas, disposable surgical masks + disposable medical rubber gloves are required; for high-risk areas, KN95/N95 mask + goggles/face shield + isolation gowns/disposable protective clothing (isolation gowns are required in summer) + disposable medical rubber gloves + disposable shoe covers (for summer) + disposable strip cap are required.

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  • Personal Protection Standards for Employees in China

    1. Employees in direct contact with passengers: Must be equipped with disposable surgical masks. Check-in staff must be equipped with disposable medical rubber gloves.

    2. Employees in direct contact with cargo and baggage:Must be equipped with disposable surgical masks + disposable medical rubber gloves.

    3. Cleaning Staff: Must be equipped with disposable surgical masks + disposable medical rubber gloves.

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In the Cabin

  • In-flight Health and Safety Guidelines

    During the flight, please do not change your seat at will, and wear a mask without exhaust valve at all times, and do not remove the mask when it is not necessary;

    When using an oxygen mask in an emergency, please remove the mask. Used masks, disposable gloves and other COVID-19 wastes should be sealed in a clean bag and handed over to the attendant for handling.

    Avoid touching other passengers’ luggage when not necessary. Clean and disinfect hands in a timely manner before meals, when using the toilet or after touching the surfaces of the chair handrails, the bathroom doors and other objects. If not sterilized, please avoid touching the mouth, nose and eyes.

    Please reduce unnecessary walking during the flight, and use the toilet in an orderly manner according to the attendant's guidance. Please cover the toilet with the lid before flushing the toilet. If you have discomfort symptoms such as fever, dry cough, fatigue, sore throat, diminished sense of smell and taste, diarrhea, please contact the attendant immediately for assistance.

  • Air Cleaning

    In order to reduce the spread of COVID-19, we will clean and disinfect the cabin environment and facilities and equipment on the flight.

    For in-flight recycling facilities and equipment: For example, the attendant will use the on-board disinfectant to disinfect in-flight wheelchairs or bassinet each time before using and returning for recycling to ensure that the passengers use safely.

    For in-flight toilet sanitation: The attendant will use the cabin disinfectant to regularly clean and disinfect the toilet on the flight. The frequency of cleaning and disinfection is based on the risk level of the flight, and cleaning and disinfection is carried out once every 5 people or once every hour.

    In order to ensure the safety of the air environment in the flight, the aircraft air-conditioning system will be adjusted to the maximum fresh air volume to ensure the efficient circulation of air in the cabin according to the risk level of the flight.

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  • Emergency Measures

    Emergency measures: Assist in arranging for passengers to get off the flight as required by the prevention and control department of the airport where the flight is located. Passengers near the suspected patient’s seat will fill in the “China Civil Aviation Domestic Flight Passenger Information Registration Card”, or complete the corresponding COVID-19 prevention and investigation procedures according to the COVID-19 prevention requirements of the airport where the flight is located.

    Suspected patient found in the air: The attendant will suspend cabin services, take isolation measures for suspected patients and provide them with necessary protection equipment. At the same time, a special attendant will be appointed to serve them and set up a special toilet required by COVID-19 prevention policy. Detailed registration of suspected patients and their close contacts shall be carried out, and the relevant units shall be notified, and the suspected patients shall be handed over to the airport COVID-19 prevention department after landing.

  • Adjustment of Service Products and Procedures

    We will adjust some service products and simplify service procedures based on the risk level of the routes.

    In order to minimize the contact between passengers and in-flight items, some medium-and-high-risk routes suspend the provision of recyclable service products such as blankets, pillow and quilts, newspapers and magazines, BOSE headphones (replaced with disposable headphones), food and beverage menus (replaced with disposable menus) and etc.

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After Arrival

  • Passenger

    Check health codes and nucleic acid test reports (based on local COVID-19 prevention requirements).

  • Employee Protection

    Please refer to the following (International / national employee personal protection standards).

  • Goods and Baggage Disinfection

    After all international and regional flights enter China, cargo, luggage and packing materials must be disinfected before they can be delivered to passengers.

Personal Protection Standards for International Employees

  • 1Employees in direct contact with passengers

    For low-and-medium-risk areas, disposable surgical masks + disposable medical rubber gloves are required; for high-risk areas, KN95/N95 mask + goggles/face shield + isolation gowns/disposable protective clothing (isolation gowns are required in summer) + disposable medical rubber gloves + disposable shoe covers + disposable strip cap are required.

  • 2Employees in Direct Contact with Cargo and Baggage

    For low-and-medium-risk areas, disposable surgical masks + disposable medical rubber gloves are required; for high-risk areas, KN95/N95 mask + goggles/face shield + isolation gowns/disposable protective clothing (isolation gowns are required in summer) + disposable medical rubber gloves + disposable shoe covers (for summer) + disposable strip cap are required.

  • 3Cleaning Staff

    For low-and-medium-risk areas, disposable surgical masks + disposable medical rubber gloves + disposable shoe covers + disposable strip caps are required; for high-risk areas, KN95/N95 masks + goggles/face shield + isolation gowns/disposable protective clothing + disposable medical rubber gloves + disposable shoe covers + disposable strip caps are required.

  • 4Disinfection Personnel

    Must be equipped with KN95/N95 mask + goggles/face shield + isolation gowns/disposable protective clothing (for high temperature in summer, be equipped.) + disposable medical rubber gloves + disposable shoe cover + disposable strip cap.

Personal Protection Standards for Employees in China

  • 1Employees in Direct Contact with Passengers

    Must be equipped with disposable surgical masks. Check-in staff must be equipped with disposable medical rubber gloves.

  • 2Employees in Direct Contact with Cargo and Baggage

    Must be equipped with disposable surgical masks + disposable medical rubber gloves.

  • 3Cleaning Staff

    Must be equipped with disposable surgical masks + disposable medical rubber gloves.

  • 4Disinfection Personnel

    Must be equipped with KN95/N95 mask + goggles/face shield + disposable medical rubber gloves + disposable shoe cover + disposable strip cap.

Air Cleaning

In order to reduce the spread of COVID-19, we will clean and disinfect the cabin environment and facilities and equipment on the flight.

  • 1For in-flight recycling facilities and equipment

    For example, the attendant will use the on-board disinfectant to disinfect in-flight wheelchairs or bassinet each time before using and returning for recycling to ensure that the passengers use safely.

  • 2For In-flight Toilet Sanitation

    The attendant will use the cabin disinfectant to regularly clean and disinfect the toilet on the flight. The frequency of cleaning and disinfection is based on the risk level of the flight, and cleaning and disinfection is carried out once every 5 people or once every hour.

  • 3For In-flight Toilet Sanitation

    According to the risk level of the flight, the aircraft air-conditioning system will be adjusted to the maximum fresh air volume to ensure the efficient circulation of air in the cabin.

Adjustment of Service Products and Procedures

We will adjust some service products and simplify service procedures based on the risk level of the routes.

  • 1We will adjust some service products and simplify service procedures based on the risk level of the routes.

    Some medium-and-high-risk routes suspend the provision of recyclable service products such as blankets, pillow and quilts, newspapers and magazines, BOSE headphones (replaced with disposable headphones), food and beverage menus (replaced with disposable menus) and etc.

  • 2To Strengthen the COVID-19 Prevention and Control Line in the Cabin

    We’ve also increased the equipment for in-flight anti-COVID-19 and disinfection materials, such as anti-COVID-19 material bags, disinfectant wipes, hand sanitizer gel, cabin washing disinfectant, special garbage bags, etc.

  • 3To Reduce Service Contact and Reduce Risk of Transmission

    Simplify in-flight service procedures for some medium-and-high-risk routes, such as suspending greeting services, in-flight passenger advice collecting and in-flight sales.

  • 4In combination with COVID-19 prevention requirements, real-time adjustments were made to the in-flight food and beverage product allocation standards

    All routes will suspend providing edible ice cubes; all medium-and-high-risk routes will suspend providing hot food, cold dishes and cold meat dishes, and some high-risk flight routes will only provide pre-packaged foods; some routes will provide hot food or snacks with aluminum foil caps, aluminum foil paper, and plastic wrap, which will be opened by passengers to reduce the exposure during meal services. Meals will be suspended for all domestic medium-and-high-risk routes, and only pre-packaged food will be provided for international flight routes.