We strongly recommend you make your special service request such as for wheelchair assistance when you make your reservation. Although we do not require information about the extent of your disability, the more information we have about you, the better prepared we are to meet your needs.

For assistance please call the Hainan Airlines call center: 1 888-688-8876 (English)  1-888-688-8876  (Chinese) or email  usaservice@hnair.com

For the following special assistance requests, we require at least 48 hours advance notice.

• Are traveling on a stretcher
• Require therapeutic oxygen on the airplane.
• Carry a battery for a wheelchair or other auxiliary equipment considered to be a dangerous item and required to be properly packed to the standards of Hainan Airlines.
• Are part of a group of ten or more people, all with a disability.
• Require a respirator connected to the aircraft electrical power supply (if available).
• Carry an incubator (if this service is available on the flight).
• Travel with an emotional support or psychiatric service animal in the cabin.
• Travel with a service animal on a flight segment scheduled to last 8 hours or more.
• Have both severe vision AND hearing impairments.

On the day of travel additional time is required at the airport for processing, we suggest check-in between 120 minutes prior to departure.

Air travel is generally one of the safest and most convenient methods of traveling. Nevertheless, special attention is required for passengers whose health problems may be exacerbated by air pressure changes, travel stress, and changing climates as well as other travel- related difficulties. Therefore, not everyone is fit to travel by air.

A commercial airplane usually flies at a near sonic speed of 900 kilometers per hour (560 miles/hour) at an altitude of 9,000 – 12,000 meters (30,000 – 40,000 feet).

At high altitudes where the air pressure is considerably different from ground air pressure, the pressure increase can be done only mechanically in the cabin during flight. During flight, the air pressure in the cabin will remain at an air pressure level equivalent to 1,500 – 2,100 meters (5,000 – 7,000 feet) high. However, the air pressure of the cabin fluctuates greatly for about 15 – 30 minutes during takeoff and landing.

Passengers requesting special service must comp (Special Needs Application Form - Category C) and submit the Medical Certificate or Hainan Airlines Medical Information Form (MEDIF) at the time of booking under the following conditions:

• Oxygen density falls gradually at the high altitude, so the medical conditions of passengers who suffer from a respiratory disease, a heart disorder, a cerebrated vascular disease or severe anemia will deteriorate, and expectant mothers nearing delivery date and newborn infants can be adversely affected.

• The passenger has medical conditions where there is reasonable doubt that the individual can complete the flight safely, without requiring extraordinary medical assistance during the flight, or there is a threat the condition of a passenger would be seriously exacerbated by the flight itself.

• Travel must be accomplished on a stretcher.

• The passenger requires medical oxygen; Note: In accordance with the provisions of Article CCAR121.574 of CAAC, passengers cannot carry any oxygen container on board individually. Passengers may use dedicated medical oxygen equipment on the airplane, however no dedicated medical oxygen equipment is available on Hainan Airlines aircraft without advance notice.

• If any passenger needs oxygen on the airplane, he/she should make a prior request for in-flight oxygen, subject to the consent and prior arrangements of Hainan Airlines at the time the reservation is made, so that the request can be accommodated.

• A medical certificate must be dated 10 days of the scheduled date of the passenger’s initial departing flight. The medical certificate is a written statement from the passenger’s physician saying that the individual is capable of completing the flight safely, without requiring extraordinary medical assistance during the flight.

• If the passenger has a communicable disease or infection, the medical certificate must state the disease or infection would not be communicable to other persons on the flight if correct precautions are taken. It must also state exactly what precautions must be taken to prevent transmission of the disease or infection.  A medical certificate for communicable disease or infection must be dated within 10 days of the date of the flight for which it is presented.

Tips:

Please download and print the Hainan Airlines' Medical Information Form (MEDIF)  at least 48 hours in advance of flight departure.

The certificate is made valid by means of a hospital seal or singed by a licensed physician.  Travel confirmation should be included on the form.

Please fax (206 242-1210) or email  usaservice@hnair.com   to the local Hainan Airlines sales office upon completion.

The Special Service Application Form should be completed at the authorized ticket office by the passenger or the authorized person, i.e. guardian. For safety reasons, Hainan Airlines may require a passenger to travel with an escort if the passenger:

1. Is travelling on a stretcher or an infant is traveling in an incubator. The escort must be capable of attending to the passenger’s in-flight medical needs.
2. Is unable to comprehend or respond properly to safety instructions due to a mental disability.
3. Has a mobility impairment so severe that they are unable to physically assist in his or her own evacuation of the aircraft.
4. Has severe hearing and vision impairments and is unable to establish safety communication with the crew.

The escort provided by passengers must be an adult with ability to assist the passenger in personal care services, evacuation, enplaning and deplaning. The escort should be familiar with the patient’s condition and should not have other tasks, such as attending to a child and must fulfill the medical requirement of attending patient passenger.

Please note that any inadequate information you provide may cause your delay or possibly denial of boarding. Please inform us your travel plans in advance.

Taking care of your child

Hainan Airlines welcomes unaccompanied minors and looks forward to having them on our flights. We take every step to ensure that from the point of origin to final destination, your child is always under our care.

The following information regarding our unaccompanied minor service will ensure your child’s safety and provide a reliable and comfortable process.

Policies

The Hainan Airlines unaccompanied minor service is mandatory for children aged five (5) and through twelve (12) years old (traveling without an adult 18 years of age or older (e.g. family member, guardian or other appointed person).

Reservation Guide

Hainan Airlines offers a limited number of reservations per flight for unaccompanied minors.  Please book travel for unaccompanied minors with our call center least 48 hours in advance of travel. Travel for unaccompanied minors cannot be booked online.

We cannot accept children on any itineraries which involve an overnight-stop or a connection, unless you have arranged for your child to be met and cared for at the connection station. Full contact details must be provided before the child can be accepted for their first flight.

Valid identification of person applying for and authorizing all unaccompanied minors’ travel documents.

The Unaccompanied Minor Request form A and B must be completed at the airport ticket counter.

Please make sure this form is filled out completely and accurately before your child boards the aircraft. In addition, remember that children under five years of age are not allowed to travel unaccompanied. If there is a question about your child's age, we may ask for proof of age such as a birth certificate. Please note that a cancellation or re-issue fee will be incurred if the service is not requested at the time of booking.

Unaccompanied minors traveling on international or regional flights will be charged at adult fares

If you are booking through travel agent, please bring your child’s passport with you when booking.

It is also important to check that all visas and other formalities have been completed.

Tips and suggestions

Please check in with your children at least 120 minutes before departure and remain at the airport until their flight has departed. Child is required to travel with valid identification, travel documentation as an unaccompanied minor, passport, ticket and the request form for unaccompanied minors’ service.

Check-in and security check

At larger departing or arriving airports, please ask airport staff for directions. Hainan Airlines has ground staff to assist unaccompanied minors at check- in, clearing customs, security check point and baggage claim. Our ground service staff will accompany the child, and help him/her retain relevant travel-documents.

After boarding, the ground staff will hand over the child and the documents to the cabin staff. Our cabin crew will look after your child during the flight.

In the event of any delay or cancellation to flights

In case of a flight delay, we will arrange accommodation for the minors and a Hainan Airlines staff member will stay with your child until boarding, and advise you or the person who is planning on picking up your child. If the flight cancelled, we will advise you (or the designated adult) immediately and request that the child be picked up by the person who delivered them to the airport.

On arrival

Our cabin staff will transfer your child to the designated ground staff at arriving airport. Only when the identification of person authorized to pick up your child is verified will the child be transferred.