Hainan Airlines Cancellation Policy

Hainan Airlines, a major Chinese carrier, has a cancellation policy that varies by fare type, booking channel, and regional regulations. Below is a concise overview based on the latest information from Hainan Airlines’ official website and other reliable sources:

Within 24 Hours of Booking: You can cancel any flight booked directly through Hainan Airlines (via hainanairlines.com, the mobile app, U.S. call centers at +1-877-240-6770, or ticket offices) within 24 hours of booking for a full refund without a cancellation fee, provided the flight departs at least 7 days later (168 hours from booking). This applies to all fare types, including non-refundable tickets, and aligns with the U.S. Department of Transportation and Airlines Reporting Corporation (ARC) policies for U.S. bookings. For tickets booked within 7 days of departure, cancellations may incur fees based on fare rules.

After 24 Hours:

Refundable Tickets: Eligible for a full or partial refund, minus applicable cancellation fees and service charges. Fees vary by fare class, route, and timing, typically ranging from $50–$200 for domestic flights and $100–$500 for international flights (e.g., $100–$300 for Economy, higher for Business). If a ticket is partially used, the refund is the difference between the fare paid and the applicable fare for the used segments, minus fees.
Non-Refundable Tickets: No cash refunds are available, but unused airport taxes and government fees may be refunded. In some cases, a travel voucher may be issued, valid for 1 year from issuance, subject to fare rules.
Cancellation Fees: For cancellations after the 24-hour window, fees depend on the fare type and route. International routes generally incur higher fees than domestic ones (e.g., $50–$100 for domestic, $100–$500 for international). A service fee may apply for offline cancellations (e.g., via call center or airport).
No-Show Policy: If you fail to cancel before departure, the ticket loses all value, and the entire itinerary may be cancelled. No-show fees may apply, increasing cancellation costs.

Airline-Cancelled Flights or Significant Changes: If Hainan Airlines cancels a flight, delays it significantly (e.g., 30+ minutes), or causes a missed connection, you’re entitled to:

A full refund of the unused ticket portion, processed within 7 days for credit cards or 20 days for cash/check, including ancillary services (e.g., baggage, seat selection).
Rebooking on the next available Hainan Airlines flight or another carrier at no extra cost. If no flights are available, ground transportation or accommodations may be provided, based on availability.
Compensation for EU/UK departures under Regulation 261/2004, if cancelled with less than 14 days’ notice and not due to extraordinary circumstances (e.g., weather, air traffic control strikes). Compensation ranges from €250–€600 per person, based on flight distance (≤1,500 km, 1,500–3,500 km, >3,500 km), reduced by 50% if a replacement flight arrives within 2–4 hours of the original schedule. No compensation applies if notified 14+ days in advance or for non-EU departures landing in the EU.
For delays within Hainan Airlines’ control (e.g., maintenance, crew issues), compensation of 200 RMB per passenger may be provided for delays between 4–8 hours. Meals and accommodations are offered for significant delays or overnight stays.

Special Circumstances:

Medical Emergencies or Death: Refunds or fee waivers may be granted for serious illness or death of a passenger or close family member, with documentation (e.g., medical or death certificate). Contact Hainan Airlines’ customer service (+1-877-240-6770) or submit via the refund form.
Travel Advisories: For flights affected by government restrictions or events like COVID-19, Hainan Airlines may offer refunds or travel vouchers, depending on the ticket issuance date and route. Check hainanairlines.com for specific advisories.
Award Tickets: Cancelling Fortune Wings Club award tickets may incur a redeposit fee (e.g., $50–$100) to return miles, with taxes refunded. No refunds for expired miles or no-shows.

How to Cancel:

By Phone: Call +1-877-240-6770. Provide your booking reference and ticket number (starting with 880).
At Airport: Visit a Hainan Airlines ticket counter with booking details.
Through a Travel Agent: For third-party bookings (e.g., via chinaairlinetravel.com), contact the agent directly, as Hainan’s online system cannot process these cancellations.
Confirmation: A cancellation confirmation is sent via email or SMS to your registered contact details.

Refund Process:

Refunds for eligible cancellations are processed to the original payment method within 7–10 business days for credit cards, longer for cash/check. Non-refunded able tickets may refund only taxes/fees.
Submit refund requests via the “Online Refund Application” on hainanairlines.com, through the call center, or at the point of purchase. Documentation is required for special circumstances.
Refunds are not processed for tickets used as proof of departure to government officials unless you can prove permission to remain in the country or departure by another carrier.
Note: Some passengers report issues with refund delays or unresponsiveness from customer service, requiring persistent follow-up.

Additional Notes:

Fare Types: Non-refunded able fares (common in Economy) limit refunds to taxes/fees, while refundable fares (e.g., Flex, Business) offer more flexibility. Check fare rules at booking, as conditions vary by ticket type and route.
Passenger Rights: EU/UK EC 261 applies to EU/UK departures, not flights landing in the EU from non-EU airports. U.S. flights follow DOT rules for cancellations and overbooking. Canada’s APPR may apply for Canadian routes.
Travel Insurance: Recommended for flexibility, as non-refunded able fares offer limited refund options. Tickets with insurance may be cancelled without fees, per Hainan’s policy.
Codeshare Flights: For codeshare or interline flights (e.g., with partner airlines), the operating airline’s rules may apply. Contact Hainan Airlines for clarification.