With your attention and support, Hainan Airlines Company Limited (hereinafter referred to as "HNA" with flight code HU) has evolved into one of the four biggest airlines in China. HNA is committed to offering safe, reliable and high quality services on the ground and in the air.

On the basis of integrity, for your sufficiently comprehending our diversified services and supervising our constant efforts to improve, we present service promise items on your behalf, therefore providing high quality service sincerely and expecting your continuous appreciation.

Adhering to the operational ethics of "Integrity, Performance and Innovation", and the service concept of "Pursuing sincerity, honesty, exquisiteness and fineness", we are always concentrating on your need, continuously improving our business process and endeavoring to create superexcellent services. For us, every passenger remains extraordinarily important, so we are trying every effort to make every flight a pleasant experience. At the meantime, your safety, comfort and convenience is our first priority.

We are trying to make your trip safe, comfortable and enjoyable. In most cases, we are able to fulfill our promises, though, at times fail to meet your expectations. We admit there lies a few deficiencies in our job, and some adverse factors, both the controllable and uncontrollable, do affect our operations inevitably. However, whatever factor leads to your inconvenience, we will ensure to provide best customer service, and minimize your lost as well.

We are expecting to uplift the level of our service with your encouragement and reach the standards of world leading airlines.            

Promise Clauses:          

• 950718 Service hotline-Warm and considerate
• Ticket pick-up service-Easy and rapid
• Ticket discount service-Economical and beneficial         
• Ticket transfer and change service-Flexible and convenient
• Ticket refund service-Achieving increment
• Flight overbooking service-Acquiring dual-win
• Connecting-flight service-Addressing whole China          
• Unaccompanied children service-Considerate and circumspect
• First class service-Honorable and extra valuable             
• Irregular flight service-Sincere and thoughtful
• Baggage Delivery service-Energy-saving and quick        
• Customer comment service-Responding positively             
• 950718 Service hotline-Warm and considerate

Just call HNA's 950718 hotline, our professional ticket teams are always at your service.

• Phone reservation service: 24 hours available for our international and domestic flight check, domestic reservation and seat reconfirmation.
• Free delivery service:
  • Haikou area: Time for city delivery 08:00-18:00 and downtown 18:00-23:30.
  • Beijing area: Time for region within five rings 09:00-22:00.
• Taxi rental service: Offer reservations of a variety of intermediate or luxury cars in Haikou and Sanya areas. Airport or hotel pick-up and drop-off are available.

Tip: Directly call 950718 for information in Hainan, Beijing, Xi'an or Taiyuan areas, while 0898-950718 in other areas. In addition, free service hotline 800-876-8999 is operating.

Ticket pick-up service-Easy and rapid

For your convenience, this service, breaking space restriction, allows you to reserve from one location and pay or pick up tickets at another location in any city with a HNA's sales agency.

Tip: Directly call 950718 or 800-876-8999 hotline to acquire city information about ticket pick-up, address or contact means of sales agency.

Ticket discount service-Economical and beneficial

Depending on your routing and traveling plan, our professionals will recommend appropriately discounted tickets.

Tips:

• To get lowest fare, please purchase tickets comfortably early.
• Avoid making your journey at travelling peaks If you purchased our discounted ticket, please observe related industry regulations.
• Ticket transfer and change service-Flexible and convenient
• If you purchase a first or economy class for full fare, free transfer service will always be offered due to carrier change. Prior to scheduled departure, you can enjoy free change service once. (Excluding passengers holding a party ticket, traveling coupon, connecting-flight ticket or "Traveling helper" holder.)
• In case your cabin class is changed by reason of HNA:
  • For a downgrade, you will be refunded by fare difference between First Class and 70% Economy.
  • For an upgrade, you will still enjoy Economy baggage allowance and meal, but no fare difference required.

Tip: In case of discounted tickets, you will fail to manage transfer procedures and pay considerably for change.

Ticket refund service-Achieving increment

Make your refund application within period of ticket validity

• Due to flight ahead of time, cancellation, delay, rerouting or scheduled seat unavailable, the departure origin will refund all the face value while the stopover will refund unused segment depending on your cabin class, but not over your paid fare. No refund charge required.
• No refund charge required for infant tickets.
• In case you voluntarily request a refund for an individual saver ticket, regardless before or after scheduled departure time:
  • ----Above (or incl.)90% of full fare, plus refund charge at 5% of face value
  • ---- 80%(incl.)-89% of full fare, plus refund charge at 10% of face value.
  • ---- 55%(incl.)-79% of full fare, plus refund charge at 20% of face value.
  • ---- Under 55% of full fare, plus refund charge at 50% of face value.
• In case a ticket is missing, and no false use or claim occurs as verified within 30 days after ticket validity, refund procedure is permitted.

Tips:

• For discounted tickets, pay considerably refund charge.
• For group passenger refund, charges are subject to CAAC regulations and application time.
• To speed-up refund procedure, the following documents and information are necessary:
  • Ticket within validity
  • Valid ID card of passenger
  • Unused original voucher
  • Other required documents

Overbooking is a sales strategy beneficial for both airlines and passengers. As shown, the number of passengers who book a flight but do not take their reserved seat is increasing constantly. Overbooking does not mean that passengers can not make their journey, as a matter of fact, most overbooked flights operate smoothly.

Regulations on overbooking:

When a flight is expected to be oversold, we will first ask for volunteers who are willing to give up their seats in exchange for corresponding compensation. In addition, we will offer a specified later flight available.

In rare cases, the inadequate number of volunteers leads to denied boarding. In such case, regarding the order of check-in, actual situation, ticket fare or frequent flyer grade, we will determine the passengers who have to leave.

If you finally board your flight, 200RMB compensation is offered. Or if you fail to board, compensation of 200RMB to your actual fare is offered.

Tips:

• To ensure your reserved seat, we recommend when travelling with domestic flight, 90min prior to take-off is desirable, or at least 20min before scheduled departure time at the boarding gate and 10min before take-off in your seat.
• Plan enough time for possible traffic jam or parking problem.
• Restrict your carry-on baggage within 2 items.
• Notice not to be far away from boarding gate.

Connecting-flight service-Addressing whole China

Based on connecting hinges of Beijing, Xi'an and Haikou, HNA especially design the shortest connecting-flights and lowest fare between cities without a direct flight. You can make your connection or enjoy relaxation at connecting service office or counter.

• Same aircraft direct flight-Reach your destination without changing an aircraft. Layover is no more than 1 hour.
• Quick connecting flight-If your layover is between 2 and 5 hours, the special connecting counter and instruction are offered to speed up connection.
• Over 5 hours& Overnight connection-Free hotel accommodations and transportation are offered.

Tips:

• Directly consult the sales department or authorized agent for connecting service information or notes when purchasing your ticket.
• At present only in Beijing, Xi'an and Haikou, free hotel accommodations are provided. And overnight connection requires baggage pick-up.
• Should any problem occur concerning connection, you can directly contact HNA's personnel on board or at the airport. We will try hard to give you assistance. Or you may call:
  • 010-64590612 for Beijing Capital International Airport 029-88797447 for Xi'an Xianyang International Airport
  • 0898-65751536 for Haikou Meilan International Airport 010-87784559 for Connecting Office of Sales Department

Unaccompanied children service-Considerate and circumspect

Applicable age:

HNA will make every reasonable effort to provide special service to unaccompanied minors. Children between 5 (incl.) and 12 (incl.) years old can travel alone with our flights.

Procedure:

When making reservations, provide name and valid telephone numbers of parents or guardians. When check-in, also provide name, address and telephone numbers of persons responsible for picking up your child at the airport. In doing so, we can confirm the designated pick-up person, and contact you at any time. Recommend reaching the airport comfortably early to complete necessary forms.

To guarantee safety, considering possible delays, we will appropriately change schedules of your child. Unaccompanied children service will be informed in details when making a reservation.

Special Tips:

• 5 seats for unaccompanied minors are available on Boeing 737 and 767 trunk lines, while 2 seats on D328 and Dash-8 feeder lines. Please reserve in advance.
• At the airport escort your child until all check-in procedures are completed, and leave after departure.
• Leave a copy of contact information with your child, and teach him/her some basic travelling tips. Additionally, prepare some reading materials or food for entertainment on board.
• The pregnant women with 32 to 36 weeks pregnancy should show the diagnosis certificate of the hospitals above county level to prove the approval to take the flight.

First class service-Honorable and extra valuable

First class passenger meal reservation service:

If you are on the flights departing from Haikou, just call our hotline 950718 for meal reservation 24 hours prior to take-off.

First class "Travelling Householder" service:

Our travelling householder thoughtfully prepare you "a treasure box" to creat an atmosphere of "feeling at home". With our efficient arrangements, any of your trivia is helped solve in the journey.

Service items:

• Offer travelling health-care box(containing various medicines for refreshing), lady's companion, magnifier, one-off comb, nail-clipper, notepaper, pen and etc.
• Offer "Leather shoes cleaning service".

Special tips:

• Please contact our flight attendants for detailed service.
• Pay attention to using the objects such as nail-clipper on board. Return them to flight attendants to keep.

"Leather shoes cleaning service" is only applied to glossed leather shoes

Irregular flight service-Sincere and thoughtful

Flight delay or cancellation notice

HNA will provide passengers at the airport or onboard an affected aircraft, in a timely manner, the best available information regarding known delays or estimated departure time. With your valid phone number, whenever reasonable, we promise to notify you in advance. And if you purchase tickets via a travel agency or sales representative, we will ensure that such messages are forwarded to them.

Flight delay or cancellation service

• If by reason of HNA, we do not get you to the final destination on the expected arrival day, we will appropriately provide hotel accommodations.
• When delays of two hours are experienced, we will provide refreshment once.
• When the delay lasts more than two hours, breakfast will be offered before 9am, lunch during 1100-1300 and dinner during 1700-1900.
• When the delay lasts more than four hours, hotel accommodations are offered.
• If caused by incidents rather than HNA, you have to afford accommodations and related emergency expanses on your own at the departure origin, but free accommodations are available at the stopovers.
• Whatever reason leads to a delay or cancellation, we will take efficient measures to expedite your departure. In accordance with CAAC regulations, for indirect loss caused by a flight delay or cancellation by any reason, airlines do not take liability to compensate.

Baggage Delivery service-Energy-saving and quick

• We will try hard to get you and your baggage on the same flight. In case you do not find your baggage at the destination airport, please inform Baggage Check before leaving.
• Baggage compensation and delivery for delayed arrival
• If by reason of HNA, your baggage cannot arrive together with you, we will reimburse up to 100RMB to compensate your inconvenience.
• When a miss-delivered or miss-transferred baggage is found, we will delivery it to you according to your address. Our quick return will be affected in the situations that follow:
  • Your name, telephone number or address is not available.
  • Your residence is faraway and not reachable.
  • You changed the address without taking notice of HNA.

Baggage compensation

According to the relevant regulations of CAAC law, the norm of compensation will be made within RMB100 Yuan per kg. For the partial or complete loss or damage of your checked baggage, Compensation will be made according to the actual value when the value of checked baggage did not exceed RMB 100 Yuan per kg. When a baggage is damaged, compensation will be made according to the lost value or the fixed cost of it. When a suitcase is damaged, the norm of compensation shall not exceed RMB50 Yuan per kg according to the actual weight or the airline will be liable to the corresponding fixed cost. HNA'S maximum amount of compensation for each passenger shall not exceed 3000 Yuan, in case of loss and damage of sel-keeping or carry-on baggage caused by an accident when passenger board on (off) airplane or during the flight.

Quick response to client's suggestion

Response period to suggestion

Our aim is to provide passenger with best service and product in aviation field. Every time you put forward new ideas and suggestions, we will get on studying ways of solution as soon as we receive the information. In addition, Hainan Airlines has established passenger service institution, which specialized in dealing with the passenger's ideas and suggestions. We will respond to your suggestion within 3 days after a thorough studying of each complaint. Hainan Airlines is liable to deal with your complaint and make prompt compensation. We will put forward revision suggestion to HNA's service plan according to your feedback, for your suggestion is the best way to improve HNA' service level

Address: 12th floor of Hainan airlines development building#29 Haixiu road

Service quality supervision center

Post code: 570206

Tel: 0898-65756315 Fax: 0898-66739783

You can visit our network WWW.HNAIR.COM

Special hints

• *Please provide your name and ways of contact;
• *Please provide detailed information about travel date and flight number.
• *Please provide detailed information of the whole incident.

Hainan Airlines is always concentrating on your requirements. According to the ever-changing requirement, we are optimizing our operation and service procedure and improving our service project with the application of international advanced management method in order to provide superior and value-added service for you. We will put forward more service commitments to reward your care and support.

Hainan Airlines Company Limited