Passengers with Impairments

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, Sanya, Tianjin, Chongqing, Mianyang and Qianjiang (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.

1.Emotional Support Animals (ESA) are not accepted as service animals on Hainan Airlines' all routes. Psychiatric Service Animals (PSA) acting as service dogs will be accepted for boarding with the finished procedures for service dogs.

2.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.

3.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.

4.Reservation Channels and Deadline

(1)Reservation Deadline: A passenger carrying a service dog on a domestic flight should make a boarding request 24 hours before the departure of the flight, while a passenger carrying a service dog on an international and regional flight should make a boarding request 48 hours before the departure of the flight.

(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.

5.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.

6.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.

Due to special requirements in some countries, Hainan Airlines recommends that you understand the relevant entry and exit country requirements in advance or consult Hainan Airlines in advance.

7.In accordance with the Announcement on Further Regulating the Entry-Exit Quarantine Supervision of Pets ([2019] 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.

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 domestic flights, due to differences of different airports in support capacity, if you need ground wheelchair service, you're advised to file an application when purchasing your ticket so that we can serve you. For passengers who file an application temporarily on site, we will give priority to WCHC (wheelchair-C for cabin seat) and WCHS (wheelchair-S for step) wheelchair passengers based on the availability of resources. For WCHR (wheelchair-R for ramp) wheelchair passengers, when ground support resources are insufficient, wheelchair service may not be provided timely. To prevent waiting for wheelchair service from affecting your travel, you're advised to plan your itinerary in advance based on your flight schedule. Thanks for your understanding and support.

2.Since it is impossible to place any wheelchair in the passenger cabin, any carry-on wheelchair should be checked in. If you carry an electric wheelchair, please file an application through a ticketing office directly affiliated to Hainan Airlines or call our customer service hotline 95339 no later than 48 hours before the scheduled departure time, and confirm the type of the electric wheelchair as queried by the customer service hotline so that we can provide safe transportation service. After successful application, please bring the instruction manual of your electric wheelchair to the check-in counter at least two hours before the check-in deadline for regular passengers to check in your electric wheelchair(Unless otherwise required by local laws and regulations). Your wheelchair will be transported for free, and not included in your free baggage allowance.

Friendlyreminder:

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.For your convenience and to receive essential care, passengers using cabin wheelchairs are advised to go boarding with family members or medical personnel.

3.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.

I. General Provisions

For passengers who may find it challenging to maintain an upright seated position throughout the entire flight and require the use of a stretcher or other assistive devices, we are delighted to offer our stretcher services.

1.To request stretcher services, please contact Hainan Airlines' official ticket offices at least 48 hours prior to your flight's scheduled departure.

2.If you need stretcher service, please fill in the Special Passenger Service Request Form Type C (Please click here), provide the Medical Diagnosis Certificate, and specify its validity date for air travel before XX (date).

3.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.

II. Check-in Guide

1.Whether you utilize your own stretcher or one provided by us, there will be no charge for stretcher usage. However, you will be responsible for any additional flight expenses incurred as a result of this service.

2.We will make every effort to provide a professional stretcher, but in exceptional circumstances where this is not possible, please prepare your stretcher as outlined in our notifications.

3.If you need to establish contact with hospitals, arrange for ambulances, or require specific medical equipment during your flight, please inform Hainan Airlines' official ticket offices in advance.

4.For your convenience during travel and to ensure the necessary care, stretcher passengers are required to be accompanied by at least one qualified medical professional or nurse. The specific number and qualifications of accompanying personnel should be clearly specified in the “Accompanying Personnel” section of the Special Passenger Service Request Form Type C.

5.If you prefer, you may bring your own pillows, mattresses, blankets, or other items for added comfort.

6.We currently do not offer transfer or connecting services for stretcher passengers. 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.

II. Charging Standards

1.You will need to purchase multiple passenger tickets to cover the seats occupied by the stretcher. For more details, please contact Hainan Airlines' official ticket offices at the departure city or reach out to our customer service hotline at 95339.

2.The weight of the stretcher required for transporting a stretcher passenger is not counted toward the free baggage allowance, and we will transport it for you free of charge. The free baggage allowance for stretcher passengers is determined based on the number of seats in the cabin class you have purchased. Any baggage exceeding the free baggage allowance will be subject to standard excess baggage charges.

3.If you require additional facilities, such as an ambulance, please note that the service fees for these facilities should be paid directly to the service provider.

Check-in Guide

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.



Notes for Your Journey

Dear Passengers:

As the quickest and most convenient method of travelling, air transport has considerable advantages in providing a comfortable, safe, and smooth journey. However on long flights, high altitude cabin pressure and the cabin environment may have an adverse effect on your well-being, particularly those with an existing health condition. Therefore, we suggest that you consult your doctor before choosing to travel by air.

If you are flying with us and will bring a Portable Oxygen Concentrator ("POC"), please read the following guidelines carefully and prepare your journey accordingly. We wish you a pleasant journey!

Guidelines

  1. 1. Definition

    1. A. Passengers Traveling with POCs refers to those who need to bring POCs for use during their flights.

    2. B. Respiratory assistance devices: Portable oxygen concentrator (POC), continuous positive airway pressure equipment (CPAP), ventilator, respirator. The portable Oxygen concentrator (POC) allowed in the cabin of Hainan Airlines is a portable device that separates oxygen from normal air to increase the amount of oxygen breathed in by the user. The device does not have a pressure storage component, the distribution mechanism does not have pressure, and does not produce oxygen independently.



  2. 2. Scope

    A.The devices may be used on domestic (China) and international flights operated by Hainan Airlines (including Hainan Airlines code-shared flights and charter flights).

    B. Hainan Airlines does not handle transfer service for passengers traveling with portable oxygen.If you need to take a connecting flight with a different airline , please obtain the permission of that airline before purchasing the ticket.



  3. 3. Instruction

    1. A. Health Requirement

      Hainan Airlines does not provide services for passengers in a coma or those who need oxygen assistance while waiting for a flight.

    2. B. Equipment Models

      Passengers can carry and use on board portable airworthiness certified oxygen generators (POC) approved by the Civil Aviation Administration of China (CAAC), the US Federal Aviation Administration (FAA) or the European Aviation Safety Agency (EASA).

    3. C. Battery Requirement

      According to the lithium battery limitations of International Civil Aviation Organization’s (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, Hainan Airlines shall not provide the service in event a passenger’s lithium battery does not satisfy the flight requirement.



  4. 4. Application

    1. A. Where to apply:

      1. a. Passengers departing from Chinese domestic locations may apply at :

        • • Hainan Airlines direct ticketing office

        • • Customer service hotline 95339

      2. b. Passengers departing from international locations may apply: Hainan Airlines international offices.

      3. c. note:Direct ticketing offices , authorized ticketing agents and overseas office may only accept applications for flights departing from their own localities (If transit flights are operated by Hainan Airlines, the ticketing agencies may apply for multiple flights).


    2. B. Time

      Passengers must apply at least 48 hours prior to departure time.



  5. 5. Application Materials:

    Please prepare the following documents accordingly.

    1. A. Medical diagnosis certificate (must provide the original and copy)

        • • Medical diagnosis certificate need to be valid within 10 days before the departure time.Chinese Medical diagnosis certificates provided by county, city, or equivalent (e.g. national AA class) medical facilities, or facilities above this grade need physicians’ signatures and the facilities’ official seals.

        • • Outside Chinese territory, the certificate needs to be filled in by a doctor that has certification in medicine that is recognized by a government department. If leaving from Africa, medical certificates can also be obtained from Chinese-funded medical institutions.

        • • Passengers taking flights departing from China must provide certificates in Chinese. Overseas locations may use certificates in other languages, but must provide an English or Chinese translation version.

      1. b. Diagnosis certificate shall include the following information:

        Diagnosis certificate shall include the following information:

        • • The date (YYYY/MM/DD) before which the passenger is safe to take flights;

        • • The issue date of the diagnosis;

        • • A statement to indicate that the passenger has cognitive ability on the visual and audible alarm of the breathing assistance equipment and he/she may independently take appropriate action(s) in case the alarm activates;

        • • Whether the passenger requires a breathing assistance device during the entire time of the flight or only part of the flight time;

        • • The oxygen concentration necessary for the passenger;

        • • The battery lives of both built-in and backup batteries of the breathing device.

      2. c. On the hard copy of the diagnosis certificate, passengers (or their guardians) shall also provide a written statement "This copy is in line with the original" and have it signed by the passenger (or guardian) or the accompanying personnel.


    2. B. Special Passenger Service Request Form (Type C)

      Passenger must fill out the “Special Passenger Service Request Form (Type C)” to ensure accurate and true information.



  6. 6. Breathing Assistance Equipment and Battery Requirement

    1. A. Basic Requirements:

      1. a. The device must have the manufacturer's label, and indicate that the device has been approved by the Civil Aviation Administration of China (CAAC), the US Federal Aviation Administration (FAA) or the European Aviation Safety Agency (EASA)(Note: If routes are covered by other provisions from relevant national governments, the device is also subject to the relevant national government regulations).

      2. b.The device shall comply with the Hainan Airlines baggage weight and size regulations.


    2. B. Equipment Brands and Models:

      According to FAA approved POC list, Please check the following website for FAA’s most recent update on POC models

      http://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/


    3. C. Battery Requirements

      1. a. Passengers should bring enough back-up batteries to support their needs. The batteries’ run time should be at least 150% of their actual flight times. (Note: Passengers’ respiratory assistance equipment specifications shall state the batteries and their backup batteries’ run times. Passengers must fully charge these batteries in advance and bring all necessary batteries on board.)

      2. b. Maintain the batteries (including lithium batteries and other batteries) according to ICAO regulation:

        • • Lithium battery: Each passenger can carry up to 20 lithium-ion batteries with a rated energy value of no more than 100wh or lithium metal batteries with lithium content less than 2G. With the approval of airlines, each passenger is allowed to carry two lithium-ion batteries with a rated energy value of more than 100wh but not more than 160wh or lithium metal batteries with lithium content of more than 2G but not more than 8g. Lithium ion batteries with a rated energy value of more than 160wh or lithium metal batteries with a lithium content of more than 8g are strictly prohibited. At the same time, the backup battery must be individually protected against short circuit.

        • • Rechargeable dry batteries: Passengers with rechargeable batteries and backups need to separate the battery with non-conductive material to prevent the batteries from getting wet.



  7. 7. Boarding Process

    On the day of travel, passengers must provide all necessary documents including the diagnosis certificates, three copies of “Special Passenger Service Request Form(Type C)” and arrive at the airport two hours prior to handle the check in procedures