To make a reservation on Hainan Airlines, you may do by using the Hainan Airlines web site, calling our reservations number (1-888-688-8813 for English and 1-888-688-8876 for Chinese) or visiting a Hainan Airlines ticket office. Once you have made a reservation, you will need to purchase your ticket by the deadline determined by the ticket rules. If you fail to purchase your ticket by the deadline, your reservations are subject to cancellation.
The validity period of a special fare ticket is governed by the fare rules. Normal tickets, including one-way, round trip or multiple segment itineraries are valid one year. An open ticket (without a specific flight booked) is calculated from midnight the day following ticket issuance. The validity period of a ticket with a specific flight booked is calculated from the date after the commencement of travel. For all unused tickets, tickets are valid for one year from the date of issuance. The validity period of international tickets varies according to different ticket’s restriction. For more information, please contact our call center. In China, you may call toll-free 950718 (or +86-898-950718 from overseas).
If you would like to change the flight itinerary, date, or class of service, please contact Hainan Airlines as soon as possible. Changes will be made depending on the fare rules and seat availability. You may change an electronic ticket by calling our Call Center on 950718 (+86-898-950718 from overseas China) or at the local Hainan Airlines office. Depending on the fare rules, you may be required to pay an additional fee for changes.
If you would like to request a refund, it will be handled according to the type of ticket that was purchased. Refunds can only be processed within the validity period of the ticket at the original purchase place. According to the ticket rules, you have to refund ticket at the place where you purchase it. To refund tickets that were booked on the Hainan Airlines global website, please complete a refund application online by clicking on the Refund tab.
If you have any questions regarding a change or cancellation of a ticket, please call Hainan Airlines hotline in the United States and Canada at 1-888-688-8813 (English speakers) or 1-888-688-8876 (Chinese speakers). In China call 800-876-8999 or 950718. For international calls, please call +86-898-950718.
Passengers should arrive at the airport before the minimum check-in time. For trans-Pacific flights this is three (3) hours. Please bring your valid passport, necessary visas and other necessary travel documents that you used during the purchase of your ticket. If you purchased your ticket on the Hainan Airlines website by credit card, please bring your credit card along with you as well. Be sure to complete all check-in and exit requirements in advance.
The check-in counter closes 1 Hr (one hour) before the flight departure time for flights originating in Seattle-Tacoma, Brussels, Budapest, and Berlin-Tegel, and 40 minutes for flights from Moscow-Sheremetyevo.
For flights originating from Beijing, Shanghai and Guangzhou, the minimum check-in time is 45 minutes. The check-in closure time for most other Chinese airports is 30 minutes before your flight time.
However, to make sure that you have enough time to go through the security, you are strongly suggested to arrive 3 hours prior to departure when taking international flights and 90 minutes when taking domestic flights.
For international flights, passengers will need to show a valid passport, necessary visas and other travel documents that were used during the purchase of your ticket. Please be sure that these documents are not packed in your checked luggage. If you purchased on the Hainan Airlines website by credit card, please bring the credit card with which you bought the ticket.
Checked baggage is specifically limited by baggage weight on all Hainan Airlines flights.
Each passenger is allowed two (2) pieces of free baggage, and each infant passenger is allowed one (1) piece of free baggage. Passengers holding Golden or Silver Fortune Wings Card are allowed one (1) additional bag weighing less than 23 kg (50 pounds). For flights on other air routes, please limit your baggage into two pieces.
Flights between the United States and China are on the piece concept. Free baggage allowance is 32 kg (70 pounds) for Business Class and 23 kg (50 pounds) for Economy Class per bag.
On Hainan Airlines European flights, the free baggage allowance is 40 kg (88 pounds) for Business Class and 30 kg (66 pounds) for Economy Class.
On Hainan Airlines domestic flights, the free baggage allowance is 40 kg (88 pounds) for First Class, 30 kg (66 pounds) for Business Class and 20 kg (44 pounds) for Economy Class.
On domestic and European flights (except flights between Beijing and Moscow),the overweight surcharge for excess part of baggage will be calculated at a rate of 1.5% of the normal economy class price for every additional kg.
On flights between Beijing and Moscow, the overweight surcharge is 120 RMB for every additional kilogram.
On flights between China and United States, for each piece of baggage over 50 pounds (23kg) but within 70 pounds (32kg), $25 USD will be charged. For each piece of excess baggage within weight and size limit, or any piece of baggage over 62 inches (158cm) but within 80 inches (203 cm) one unit, $110 USD will be charged.
For any excess piece measuring between 62 inches (158 cm) and 80 inches (203 cm), double standard unit $110 USD will be charged.
Any piece over 70 pounds ( 32 kg) but within 100 pounds (45 kg), and/or a piece whose total length of three sides is within 80 inches ( 203 cm), three standard units will be charged. Any piece over 100 pounds (45kg) will not be accepted as checked baggage, but shall be transported as cargo.
Each passenger on Hainan Airlines flights between China and United States is allowed one piece of carry-on baggage plus one small personal article complying with following rules:
Weighs less than 22 pounds (10 kg); Total dimension of length, width and depth are less than 45 inches (115 cm); will fit into the baggage compartment overhead or under the seat in front.
Personal/Private articles include a purse or handbag, garment bag, laptop case, camera bag, bag containing infant supply items such as diapers or other articles within the size imitations.
The following articles can be carried onboard and will not be counted as baggage: necessary assistance devices for passengers (wheelchairs, crutches, etc), one box or bag of duty free items, an overcoat, an umbrella and a reasonable amount of reading material.
Baggage delay and loss are rare, but in the event it occurs, Hainan Airlines apologizes for the inconvenience. Please advise airport staff immediately upon not finding your bag after arrival. We will search for your baggage through our computerized baggage system and will keep you informed of its status. If you need further assistance, please contact our airport personnel.
With Beijing, Xi’an, HaikouGuangzhou, Shenzhen, Lanzhou and Urumqi as connecting hubs, Hainan Airlines has designed the quickest transfer and connecting flight service and at a special fare for cities that are not connected by direct flights. You can make convenient transfers between flights at the connecting hubs and make use of a connecting service room, special transfer counter, staffed by our transfer agents:
A through flight on the same aircraft
You can reach your destination without having to change to another airplane after a stopover of no more than one hour.
A connecting flight
If the stopover at your connecting point lasts within five hours, our special transfer counter can assist you and offer guidance so that you can make your connection easily.
A stopover exceeding six hours and/or an overnight connection
We will provide you with complimentary hotel room and ground transportation.
You may ask a flight attendant on board a Hainan Airlines flight or our ground personnel at the airport for any question related to a transfer connection. Our employees will do their best to help you. As an alternative, you may also call: Beijing: 86-10-64590612；86-10-64590016
Xi’an: 86-29-88797447；86-29-88797804
Haikou: 86-898-65751391
Guangzhou: 86-20-36067487
Urumqi: 86-991-3807106；86-991-3807913
Shenzhen: 86-755-27777129
Lanzhou: 86-931-8168464；86-931-8168888
Call Center (China): 86-898-950718
Children unaccompanied by an adult are permitted to fly Hainan Airlines must be at least age 5 and through and including age 12.
For regional and international flights, unaccompanied minors are charged full adult fares.
To arrange travel for a child traveling alone, you will need to provide your Identification Card or Passport and related documents of the child. You will also need to provide the name; address and telephone number of the person who take your child to the airport for departure formalities and who will meet the child at the destination airport.
Children who fly alone must be in possession of all valid travel documents including flight tickets, the application for unaccompanied children service, etc.
- During check-in, please advise airport personnel that you are bringing a child traveling alone. Hainan Airlines will appoint a responsible representative to assist the unaccompanied child in the entire process such as check-in, customs clearance, security checks and baggage claim. This person will also look after the unaccompanied child as well as his or her travel documents while waiting for boarding.
- After boarding, the ground personnel will hand over the unaccompanied child and his travel certificates to the appointed crew member who is responsible for the child during their flight. To ensure a smooth departure, we recommend you wait at the airport until the flight has taken off.
If the flight is delayed, Hainan Airlines will appoint a responsible staff member to take care of your child and arrange for accommodation and transportation when necessary. At the same time, we will also contact the person meeting the child and other related departments internally. If the flight is cancelled, we will contact you immediately and bring your child back to the departure airport safely.