You Must Be Read

Information for Passengers
Reservations

You who have already reserved a seat should purchase a ticket within the time limits. If you fail to purchase a ticket within the limits, the reservation you have made will be canceled accordingly; If you fail to reserve a connection ticket within the limits in accordance with the requirements of airports or related carriers, the flight you have reserved can be offered to another passenger accordingly. If you want to change or cancel the reservation, you should apply for it within the time limits; If some restricted conditions are attached to your ticket price, you should stick to these restricted conditions. Open tickets should be used after reserving the seats.

Purchase of Ticket

When you purchase a ticket, your own valid identity certificate (including but not limited to, ID card, passport, visa, etc)must be presented and you should pay attention to the validity of Id card, passport. Visa, etc. A 'Passenger Reservation Card' must be filled in. If you purchase tickets on our website or the service line 95520, you should inform us of your valid ID card, telephone, etc and be responsible for the authenticity of the information. When passengers with illness, pregnancy (pregnancy over 32 weeks) purchase tickets, the medical certificate for flights from recognized medical organizations should be presented. Details of sick travelers qualifying to take flights can be found in our "transportation condition." We remind you that certain discounted tickets or special offers tickets contain limits to some services which might inconvenience your journey.

Passenger ticket

Passenger ticket is the air transport certificate of the contract between you and us. Passenger ticket contains paper ticket and e-ticket. Passenger ticket is name-registered, only used by the person named on the ticket. A ticket is should not be transferred, mutilated or altered, otherwise the ticket will be void and no refund will be made. If you use defective tickets or the tickets which are not changed by us or our agents, we will reject the flight. Ticket is valid from the date of commencement of first shipment and within one year, it is effective; if your ticket is not used, from the date of issuing the ticket, it is valid for one year, excluding special fare tickets. Validity of special fare tickets is calculated in accordance with the conditions specified by us. Connection flights tickets shall be used in accordance with ticket voyage in the order from the departure point.

E-tickets

You can go to the direct ticket office, sales agents or the website, service line 95520 to purchase the e-tickets. When you purchase the e-tickets, valid travel certificate to be used when you check in at the airport should be presented. "Air transport e-ticket" (abbreviation: "Itinerary") only serves as an electronic ticket you purchase for reimbursement voucher and not as certificate for airport check-in procedures and security checks. If your failure causes "itinerary" to be lost, according to "air transport e-ticket itinerary management approach", we will not make up for printing your "itinerary ".

Child tickets, infant tickets

An infant under 2 years of age and reaching 14 days not occupying a separate seat is charged at 10% of the adult fare. If you need a separate seat, the infant is charged child fare ticket price. One adult passenger is entitled to accompany two infants and when the number is more than two, every extra one is charged as much as a child fare with a seat.

Paper ticket lost

If you have lost your paper ticket, within the valid time of this lost paper ticket, you should go to EA or our sales agent to apply for loss reporting of paper ticket with your personal valid ID card and copies or faxes of lost ticket drawer. After verification and approval, for paper tickets which meet the conditions of filling up application, you will need to make an application before departure time of the scheduled flight, and we will provide a new ticket and a fee will be charged accordingly. If your lost paper ticket is not fraudulent, within 30 days after the expiration date, If your lost paper ticket is fraudulent, we will not be liable.

Refunds

You can ask for a refund for the ticket if you have not used the ticket for certain or all parts of the flight within the term of validity of the paper or electric ticket. A ticket cannot be returned if it says "No returning""NON-REF"or"NON-REFUND". If you want to get a refund, you need bring your personal valid traveling certificates and the ticket (if applicable) to the place where you originally purchased the ticket. When you voluntarily apply for a refund, a service charge for the refund will ensue according to the ticket's price and applicable conditions. If you terminate your traveling at a place of stop during the flight due to your own reasons, the remaining fund for the unused part of the flight will not be returned. If you cannot take the scheduled flight or cabin, we may choose to get a refund without entailing any service charge. If the customer fails to provide valid certificates or goes against the regulations of the government and carrier, and therefore is not allowed aboard, his application for a refund will be handled according to the voluntary refunding regulations with the service charge ensued.

Overbooking

We may arrange overbooked flights where there are more likely to be empty seats to meet the traveling needs of more customers. We will promptly inform you of the Overbooking information. If you voluntarily give up the ticket, we will provide you with reasonable compensation, arrange for you another suitable flight according to your request, or give you a refund. In special cases, you may not be able to stick to the originally scheduled flight. If so, we will arrange for you the earliest available flight and compensate you with different measures according to your traveling flight and delay.

Endorsement

According to the applicable conditions of the ticket, our passengers and passengers purchase our tickets can have their tickets endorsed. However, endorsement of tickets will only be handled by airlines that have clearing agreements with us. If purchase our tickets or tickets others' tickets containing our legs, and you ask for changing the original carrier of the leg, the ticket: 1) cannot be endorsed if it says "No Endorsement" "NON-END" or "NON-ENDORSABLE"; 2) can be endorsed by us after obtaining our consent if it doesn't say "No Endorsement" "NON-END" or "NON-ENDORSABLE". If we are responsible for your not being able to travel by the original flight and you choose to have your ticket endorsed to other carriers, we will handle the endorsement for you according to the seat availability of the flight of other carriers.

ChangVoluntary flight changee

If you fail to use scheduled seat or flight due to personal reasons, the flight for your onward or return journey will be canceled. If you want to continue with your traveling, please purchase a seat again.

Flight

In order to ensure punctuality of the flight, checking in will start 2 hours before the departure time on the ticket for our international and regional flights and end 45 minutes before the departure time on the ticket. The checking in will start 120 minuets before the departure time on the tickets for our domestic flights and end 45 minutes before the departure time on the ticket. Due to the differences between the conditions of waiting areas of airports, the closing time of checking in can be slightly different. To avoid missing the flight, you may inquire through our service hot line 95520. Please arrive at the airport for checking in before the closing time. Note: When you encounter airplane bumpiness, please remain on your seat and fasten your safety belt. Before the "Fasten Your Safety Belt" indicative light goes out, please do not leave your seat or use the toilet; if you happen to be walking in the passenger cabin, you can stand firm by holding on to grooves below the baggage rack or handles around the kitchen or the toilet; you can remain firm by squatting and holding on to the Baggage lever below the seat.

Checked Baggage

Each baggage piece of the checked baggage you bring cannot exceed 50 kilograms in weight or 100×60×40 cm in volume. Baggage that exceeds the above-mentioned measurements can only be transported after obtaining our prior consent. For flights that meet the international transportation conditions, there is the special regulation that each item of checked baggage cannot exceed 32 kilograms in weight.

Free Baggage Allowance

• Free Baggage Allowance includes both checked baggage and unchecked baggage.
• Weight Concept Free Baggage Allowance: 40 kilograms for passengers with adults or children first-class tickets, 30 kilograms for passengers with business-class tickets and 20 kilograms for passengers with economy-class tickets. There is no free baggage allowance for passengers with baby tickets that meet domestic transportation conditions; there is 10 kilograms of free baggage allowance for passengers with child tickets that meet international transportation condition. For each baby, a baby stroller can be transported free of charge.

Checked Baggage

Each baggage piece of the checked baggage you bring cannot exceed 50 kilograms in weight or 100×60×40 cm in volume. Baggage that exceeds the above-mentioned measurements can only be transported after obtaining our prior consent. For flights that meet the international transportation conditions, there is the special regulation that each item of checked baggage cannot exceed 32 kilograms in weight.

Baggage Packing

Checked baggage must be well packed, with intact buckles and tight enough to bear a certain amount of pressure and be able to be loaded /unloaded or transported under normal operating conditions. Your checked luggage or other containers should be well packed, with intact buckles and sealed tightly. Two or more items should not be packed as one piece of luggage. The luggage should not be attached with other articles in order to be able to bear a certain amount of pressure and be loaded/unloaded or transported under normal operating conditions. We can refuse to transport luggage that does not meet our packing standards.

Luggage Compensation

If your checked luggage suffers total or partial damage or loss, compensation will be provided according to relevant laws and regulations.

Responsibilities on flight delays

If the flight is delayed or canceled due to maintenance, flight relocation, business or the air crew, etc., we will provide you with the flight information and arrange for you services such as catering or accommodation. If the flight is delayed or canceled due to carrier reasons such as weather conditions, force majeure, emergencies, air traffic control, security check or passengers, etc., we can provide you with flight information and help to arrange for you services such as catering or accommodation at your own expenses.

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