Hainan Airlines Missed Flight Policy

Overview

Hainan Airlines’ missed flight policy outlines options for passengers who fail to board their scheduled flight due to personal reasons, airline-related delays, or other circumstances. As a Chinese carrier with hubs in Haikou and Beijing, the policy is governed by its General Conditions of International Carriage for Passengers and Baggage, fare rules, ticket type, EU/UK Regulation 261/2004 for flights to/from the EU/UK, and U.S. DOT regulations for flights to/from the U.S.

Key Policy Details

• No-Show Policy: If you miss your flight without canceling before the check-in deadline (45 minutes for most international flights, 30 minutes for most Chinese domestic flights), it is considered a "no-show." Non-refundable tickets lose their value, and the entire itinerary, including return or connecting flights, may be canceled as tickets must be used in sequence. No refunds or credits are issued unless specified by fare rules, and a no-show fee (typically $50-$150 USD, depending on fare type) may apply. Unused taxes and fees may be refunded, less an administrative fee (e.g., $30 USD).
• Non-Refundable Tickets: For non-refundable tickets (e.g., Economy Basic), no refunds are provided for missed flights. Changes are subject to fare rules, availability, change fees ($50-$200 USD, depending on route and fare type), and fare differences. Changes must be made through the original booking channel or airport ticket counters.
• Refundable Tickets: Refundable tickets (e.g., Economy Flexible, Business Class) can be refunded for the unused portion, less any applicable fees (e.g., $30 USD administrative fee), if requested within the ticket’s validity period (typically one year from issuance). Refunds must be processed through the original purchase channel, with the passenger coupon or receipt and all unused flight coupons surrendered.
• 24-Hour Cancellation Policy: For tickets purchased directly from Hainan Airlines, you can cancel within 24 hours of booking for a full refund if the flight is at least 7 days away. This applies to all fare types and must be requested via the Manage Booking section. Tickets purchased through travel agencies may not be eligible.
• Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Hainan Airlines-operated flight within the same booking, the airline will rebook you on the next available flight at no cost or assist with rebooking on another carrier. If the delay exceeds 3 hours at your final destination and is within Hainan’s control (e.g., maintenance, crew issues), you may be eligible for compensation: €250 for flights up to 1500 km, €400 for 1500-3500 km, or €600 for over 3500 km under EU/UK 261, or up to $650 USD under U.S. DOT rules. Meals, refreshments, and communication access are provided for delays of 2+ hours (4+ hours for compensation of 200 RMB for delays of 4-8 hours). For overnight delays, Hainan provides hotel accommodation and ground transportation, subject to availability.
• Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control, or security issues). Hainan Airlines will assist with rebooking or refunding unused taxes and fees, less the administrative fee.
• Denied Boarding: If you miss a flight due to overbooking and checked in on time, Hainan Airlines will rebook you on the next available flight and may provide compensation (€250-€600 under EU/UK 261 or $200-$650 USD under U.S. DOT rules, depending on flight distance and delay duration). Volunteers giving up seats receive agreed-upon compensation.
• Boarding the Wrong Flight: If you board the wrong flight, Hainan Airlines will arrange for you to board a subsequent flight to your intended destination or return to your point of departure at no additional cost. No refunds or fare differences are charged if you choose to terminate your journey at the wrong destination.
• Special Circumstances: For missed flights due to medical emergencies or bereavement, Hainan Airlines may waive fees or offer rebooking or refunds, subject to valid documentation (e.g., medical certificate, death certificate) submitted via the Customer Care department. Approval is reviewed case-by-case.

Steps to Take if You Miss Your Flight

• Contact Hainan Airlines immediately via the website, mobile app, or airport ticket counter to discuss rebooking or refund options. Provide your booking reference (e.g., six-letter code like ABC123) and explain the reason for missing the flight.
• Check your ticket’s fare rules in the Manage Booking section to understand applicable fees, restrictions, or refund eligibility.
• Submit compensation or refund claims via the Customer Care department’s online form, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds are processed within 7 business days for credit card payments or 20 days for other methods; claims are acknowledged within 30 days.
• Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days of arrival.
• Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents).
• For through check-in services (e.g., domestic-to-international connections in Beijing, Shenzhen, or Haikou), ensure compliance with customs requirements and confirm boarding gate information at the transit airport to avoid missing flights.

Additional Information

If Hainan Airlines cancels or delays your flight by 3+ hours, you may choose a refund, rebooking, or compensation, depending on the circumstances. Refunds for canceled flights or delays over 5 hours are processed within 7 days for credit card payments or 20 days for other methods under EU/UK regulations. Compensation claims for EU/UK flights can be filed up to 6 years after the flight. Retain all receipts for expenses (e.g., hotels, meals) and submit claims within 21 days for delays or 7 days for baggage issues. For more details, review Hainan Airlines’ General Conditions of International Carriage for Passengers and Baggage.