Passengers Requiring Assistance Due to Hearing, Language, and Vision-Related Requirements
I. Check-in Guide
For passengers in need of assistance due to hearing, language, and vision-related requirements, we are dedicated to ensuring a pleasant travel experience on our flights, both in the air and on the ground.
1.If you require any specific services, there are various means through which you can communicate your needs to us. We will assist you in completing a Special Passenger Service Request Form Type A （Please click here）to facilitate our service personnel in delivering high-quality services for you.
2.Furthermore, we offer a comprehensive unaccompanied service for passengers traveling on domestic flights to and from Beijing, Taiyuan, Haikou, Xi'an, Dalian, Guangzhou, Urumqi, Shenzhen, Changsha, Hangzhou, and Sanya (please note that both the departure and destination cities must be among the aforementioned locations). If you need to apply for this service, we will assist you in completing a Special Passenger Service Request Form Type B（Please click here） and promptly notify you of our flight details via SMS.
Warm Tips: In the event of a flight diversion to an airport not within the aforementioned cities, we may encounter limitations in providing the above service due to the conditions at the diversion airport.
II. Passengers Traveling with Service Dogs
Service Dogs refer to dogs that have been individually trained to perform tasks or work for the disabled who meet the boarding conditions. Emotional Support Animals (ESA) are not accepted as service animals on all routes. Psychiatric Service Animals (PSA) acting as service dogs will be accepted for boarding with the finished procedures for service dogs.
1.If you have the need, you may bring your service dog (provided they meet the qualifications as hearing or guide dogs) on board our flights.
2.If your dog is excessively large and causes significant disruption in the cabin or airport boarding gate area, or if its behaviour in the cabin or airport boarding gate area suggests that it has not received appropriate training for behaving in public (such as running freely, repeated barking or howling, biting or pouncing on people, or relieving itself in the cabin or boarding gate area), we will provide free check-in for your dog and the pet carrier.
3.Reservation Channels and Deadline
（1）Reservation Deadline: Passengers traveling with service dogs are required to submit their boarding requests at least 24 hours prior to the scheduled departure of the flight.
For U.S. Routes, please file your application at least 48 hours before the flight, and provide the approved documents from the Centres for Disease Control and Prevention.
（2）Reservation Channels: Domestic travelers can make reservations and applications at Hainan Airlines' official ticket offices in the departure cities or by contacting 95339. For travelers originating abroad, please get in touch with our overseas offices to schedule appointments and submit applications.
4.When boarding domestic flights, please make sure to bring the following documents:：
(1)Valid Animal Health Certificate (Certificate of Veterinary Inspection).
(2)Valid identification for the service dog (Animal Training Certificate, Animal Work Certificate, or Animal Identity Documents).
(3)Proof of animal vaccination.
(4)Valid Disability Certificate of the People's Republic of China.
5.For international and regional flights, service animals must comply with the relevant requirements of the destination country, please make sure to bring the following documents:
(1)Valid exit or entry documents and permits.。
(2)Valid identification for the service dog (Animal Training Certificate, Animal Work Certificate, or Animal Identity Documents).(For non-U.S. routes, the following documents are required)
(3)Proof of animal vaccination.
(4)Any additional special documents required by the government of your destination or transit country.
(1)Valid support documents:
① “U.S. Department of Transportation Service Animal Air Transportation Form”: download link
②“U.S. Department of Transportation Service Animal Relief Attestation Form”：download link
(2)“Documents approved by CDC”：link
7.In accordance with the Announcement on Further Regulating the Entry-Exit Quarantine Supervision of Pets ( No. 5), and the Entry Requirements for Pets into the People's Republic of China issued by the General Administration of Customs of the People's Republic of China, if you plan to bring a service dog into China or have already completed the entry procedures for a service dog, please click here carefully review the relevant regulations and complete all necessary entry procedures for service dogs. For additional and specific quarantine requirements, please visit the website of the General Administration of Customs of the People's Republic of China.
III. Our Service
1.Unless you have particular seating preferences, we will allocate front-row seats or aisle seats for your convenience. In the case where the flight is not fully booked, we will endeavor to keep adjacent seats unoccupied for you.
2.We offer complimentary transportation for any necessary auxiliary equipment you may require.
Passengers Requiring Wheelchairs
If you need wheelchair assistance, we are more than delighted to provide you with this service. To ensure that our services meet your specific needs, our staff will inquire about your ability to move independently, the distance you can cover on foot, and whether you can navigate stairs without assistance.
1. Check-in Guide
1.For your convenience and to receive essential care, passengers using cabin wheelchairs are advised to go boarding with family members or medical personnel.
2.Please be aware that due to space constraints within the aircraft cabin, you will need to consign your own wheelchair as checked baggage. For passengers traveling with electric wheelchairs, please arrive at the airport on the day of your boarding and contact our staff to facilitate the consignment of the wheelchair in advance. We will transport your wheelchair free of charge, and this will not count toward your allocated free baggage allowance. Please ensure that you have the user manual for your electric wheelchair and complete the check-in process at the check-in counter at least 90 minutes before your flight's departure.
3.We will make every effort to assign you seats in the first row or aisles with ample legroom (excluding emergency exit seats) to simplify your boarding experience and to accommodate any accompanying passengers.
1.If your flight is rescheduled, please rebook your required services. Please note that special passenger services are non-transferable. For more details, please reach out to our customer service hotline at 95339.
2.We currently do not provide transfer and connecting services for unaccompanied passengers with limited mobility in wheelchairs. If you need to take connecting flights operated by different carriers, please ensure that you have obtained the consent of the carrier for the connecting flight before proceeding with your ticketing.
2. Wheelchair Services Available
1.We offer cabin wheelchair services on all our wide-body aircraft for both international and domestic flights.
2.If you require cabin wheelchair services, please make your reservation and ticketing at least 24 hours prior to your flight's departure. You can do so by reaching out to Hainan Airlines' official ticket offices or by contacting our customer service hotline at 95339. Additionally, please complete the Special Passenger Service Request Form Type C （Please click here）to facilitate the necessary service arrangements.
Regular Passengers with Medical Conditions
We aim to ensure your comfort and are committed to providing better care on the ground and in the air to enhance your overall travel experience.
Flying at high altitudes where oxygen levels are lower and air pressure is reduced can pose challenges and make air travel less suitable for some passengers. After consulting with medical professionals, in the case of the following situations (if the cabin environment during the flight causes discomfort, you require special medical assistance), we advise you to ensure you are well-rested before embarking on your air travel journey. If you have recently undergone surgery beyond the specified timeframe and must take a flight（Please click here）, we recommend consulting with your physician to obtain a Medical Diagnosis Certificate confirming your fitness for air travel. Additionally, consider traveling with family members or medical personnel for added support.
The Medical Diagnosis Certificate must bear the signature of a physician from a medical institution at the county, city, or equivalent level within the Chinese mainland (e.g., a national Grade-A secondary hospital) and the official stamp of the medical institution, and include the notation indicating "fit for air travel," along with the issuance date. In regions outside China, and Hong Kong, Macao and Taiwan regions of China, the Medical Diagnosis Certificate must be completed by a qualified doctor recognized by government authorities. In African regions, certificates from Chinese medical institutions are also accepted. These certificates may be presented in either Chinese or English within China and in other languages outside China. However, if the certificate is issued in a language other than Chinese or English, please provide an English or Chinese version and specify its validity date for air travel before XX (date). In certain situations, if our on-site staff deems it necessary, you may be requested to undergo a medical examination by our designated institution to confirm your suitability for air travel. We greatly appreciate your understanding and cooperation.