Article 11 Ticket Refund
11.1.1 On failure by Hainan Airlines to provide carriage in accordance with the contract of carriage, or where a passenger requests a voluntary change of his or her arrangements, a refund for an unused ticket or portion thereof shall be made by Hainan Airlines or its authorized agent in accordance with this Article and with Hainan Airlines' Regulations.
11.1.2 The passenger should request a refund within the validity period of the Ticket. Hainan Airlines may refuse a refund where application is made after the expiry date of the validity of the Ticket.
11.2 Place for refund
A refund should be made at the place where the ticket was issued or another place agreed by Hainan Airlines.
All refunds will be subject to government laws, and related regulations of the country in which the ticket was originally purchased and of the country in which the refund is being made. Refunds will be made in the currency in which the ticket was paid for, or in the currency of the country where the ticket was purchased or where the refund is being made.
11.4 Person to whom refund will be made, documents needed and discharge
11.4.1 Hainan Airlines shall be entitled to make a refund to the person named in the ticket.
11.4.2 Except in the case of lost tickets, refunds will only be made on surrender to Hainan Airlines of the passenger coupon or passenger receipt and surrender of all unused flight coupons. The passenger who buys an electronic ticket should show his or her valid identity card.
11.5 Involuntary Refunds
Because of one of the reasons listed in 3.6.1 of Article 3 and 9.2 of Article 9, refunds will be made according to following regulations upon the passenger's request:
11.5.1 If no portion of the Ticket has been used, the entire paid fare will be refunded;
11.5.2 If a portion of the Ticket has been used, as provided in Hainan Airlines' Regulations, the refund amount is equal to the applicable fare for the part of the journey not traveled. No cancellation charge will be collected..
11.6 Voluntary Refunds
If the passenger wishes to refund his/her ticket, the amount of the refund shall be calculated in following regulations:
11.6.1 If no portion of the Ticket has been used, an amount equal to the fare paid, less any reasonable service charges or cancellation (refund) fees;
11.6.2 If a portion of the Ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, less any reasonable service charges or cancellation fees.
11.7 Right to Refuse Refunds
11.7.1 Hainan Airlines may refuse refunds when a ticket is not permitted to be refunded according to applicable fares or Hainan Airlines' Regulations.
11.7.2 Hainan Airlines may refuse a refund on a ticket which has been presented to Hainan Airlines or to government officials of a country as evidence of intention to depart therefore, unless the passenger establishes to Hainan Airlines' satisfaction that he/she has permission to remain in the country or that he/she will depart therefore by another carrier or another means of transport.