Hainan Airlines
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"Unanswered Refund Request and Multiple Flight Cancellations"
I had a very frustrating experience with Hainan Airlines. I booked a round-trip ticket from Madrid to Osaka with layovers in Shenzhen, and the journey was plagued with multiple disruptions. The outbound flight was changed several times, and the return flight was ultimately cancelled. After the first change, I contacted the airline and was assured I could receive a partial refund for the outbound leg while keeping the return flight. Based on that promise, I booked an alternative outbound flight with another airline to avoid further complications. When the return flight was later cancelled, I was forced to accept a much longer route with multiple layovers. Throughout this process, I repeatedly requested the promised refund, but Hainan Airlines ignored all my emails. The only time they contacted me was on the day of my return flight to ask if I would be boarding—despite their complete lack of support up to that point. Hainan Airlines failed to honor their promises and left me in a highly stressful situation. Their customer service was unresponsive, and their handling of the situation was completely unprofessional. I highly recommend avoiding Hainan Airlines if you want to protect your time, money, and peace of mind.
"good experience"
The flight was smooth with all connections on time. Service on board was excellent—flight attendants were very polite and helpful throughout. I was initially concerned about not being able to check in online, but everything went smoothly at the airport check-in counter 3 hours before departure.
"3 Stars at MAX"
I must say that Skytrax’s 5-star rating for Hainan Airlines is misleading. Based on my experience, I would rate their service closer to 2.5 or 3 stars. I’ve flown with many airlines, including Swiss Air to Shanghai, and the service was vastly different—even though Swiss Air ranks lower than Hainan Airlines, their service and overall experience were far superior. On Hainan Airlines, the food was served without water. I almost choked, as it took over 30 minutes for them to bring out a small cup of water. Additionally, the beverage options were limited, and when I asked for more water, the staff seemed annoyed. The food itself was just okay—nothing special. In my opinion, this airline does not deserve to be ranked alongside 5-star airlines. If I had known about the actual service quality, I would have chosen another airline for the same price. I’m sharing this review because I felt strongly about my experience, especially given the misleading Skytrax ranking.
"THE WORST AIRLINE COMPANY EVER!!!"
This was the worst airline experience I’ve ever had. The stopover in Beijing was incredibly unprofessional and chaotic. Almost no one spoke English, and dozens of passengers, including myself, were left waiting for connecting flight tickets, which were being handled by a single overwhelmed staff member. Meanwhile, our luggage was likely being mishandled. After finally receiving my connecting ticket and locating the poorly marked transfer window, I had to endure yet another long and disorganized security check. The staff were rude and even confiscated duty-free items, despite the fact that we were only transferring. To make matters worse, my luggage went missing. Trying to reach anyone at the airline via chat, phone, or email was nearly impossible. After many days, my luggage was eventually located, but the airline refused any compensation. I went five days without my belongings, had to buy essential items, and changed my travel plans — all based on false reassurances from airport staff. When my luggage finally arrived, it was destroyed and had to be thrown away. Two months later, I’ve received no reimbursement, no apology, and no acknowledgment. This experience was absolutely disgraceful. I strongly advise everyone to avoid this airline at all costs.
"Overall good flight"
I flew from Manchester and the flight was on time, with a very clean and modern aircraft. The food and drinks were decent, and the staff were hard-working, polite, and professional. I especially appreciated that the male staff members were very competent, which made me feel more comfortable. At Beijing airport, the process was a bit slow, with only one person checking passports, and we had to rescan cabin luggage. However, the next flight was on a 737, which didn't have entertainment screens in the headrests (which didn’t bother me at all). The legroom was good, and the seat was comfortable for a 5-hour flight. Overall, I’d recommend this airline, especially since it was half the price of other airlines. I’ll definitely consider flying with them again.
"Intrusive body check going through security."
The airplane staff were polite, and the food was good, making for a generally positive flight experience. However, I had an issue with the security process. When going through the metal detector, it alarmed, and I expected a routine body check. Unfortunately, I found the female staff both on my outgoing and incoming flights to be rude, and the body search itself was extremely intrusive. They touched all over my body, which made me feel very uncomfortable. Having traveled extensively with various airlines, I have never encountered such an unpleasant experience. I believe the staff could benefit from further training on how to handle security checks more professionally and respectfully. This experience has left me hesitant to fly with this airline again.
"Horrible"
Good evening. Tonight’s flight was scheduled to depart at 11 PM from Osaka to Madrid, with a stopover in Shenzhen. Without proper notice, the airline canceled our flight, only sending an email in Chinese, which we couldn’t even understand. The app shows no available routes to change our flight in the coming days. How is it possible that for an international flight, we are not offered any alternatives? We came to the airport hoping to resolve it, but no one from the airline was present to explain or help. We tried calling, but only reached a looping answering machine. We’re completely overwhelmed and feel abandoned. We demand a solution. What are we supposed to do tonight? Th
"Good as always"
I almost always fly with Hainan Airlines when traveling between Toronto and Beijing, and the experience continues to impress. The customer service, food, and overall flight experience are excellent. Takeoff and landing were smooth, making for a very comfortable journey. We arrived at Terminal 2 of PEK, but since there was no jet bridge available, we had to wait about 20 minutes for the shuttle bus to transport us from the aircraft. Additionally, one of my checked bags was delayed and took two days to be delivered. Despite this minor inconvenience, the airline handled it professionally. Overall, I remain a loyal customer and appreciate the high standard of service that Hainan Airlines consistently provides.
"Shorthaul"
The flight itself was fine—we departed and arrived on time and safely, which is always the most important. However, compared to other Chinese short-haul airlines, this flight fell short in terms of service. There were no snacks provided, whereas other carriers typically offer at least something small. What stood out most was that we barely saw any of the crew throughout the flight, which felt unusual. Overall, it was an acceptable experience, but there's room for improvement in onboard service.
"Superb service"
I booked this return flight without knowing much about the airline, and I was genuinely surprised by how excellent the experience turned out to be. The service, food, and overall flight were superb in every way. The staff were attentive and professional, the meals were tasty and generous, and the drinks flowed freely. There was a great selection of movies to watch, and the legroom was impressively spacious.
Hainan Airlines
Hainan Airlines is an airline headquartered in Haikou, Hainan, China. It is the largest civilian-run and majority state-owned air transport company in China. Hainan Airlines ranks as the fourth-largest airline in China by fleet size and the tenth-largest airline in Asia in terms of passengers carried. The airline operates scheduled domestic and international flights on 500 routes, originating from Hainan and nine mainland locations, in addition to charter services. Its main base is Haikou Meilan International Airport, with hubs at Beijing Capital International Airport and Xi'an Xianyang International Airport, as well as several focus cities.
Address
No. 7 Guoxing Avenue, No. 7 Guoxing Avenue, Meilan, Haikou, Hainan, China
Website
https://www.hainanairlines.com/
Email
[email protected]
Telephone
+86-898-95339