Hainan Airlines Reviews 

Worth airline ive ever travelled on. Stole items from my suitcase and broke it. 9 months of emails and still not resolved. Court papers being filed

Avoid avoid avoid. Pay extra and fly with someone else

The captain began taxiing (rolling towards the runway) while passengers were still searching for their seats or placing their luggage in the overhead compartments.

The staff speaks poor English but is friendly.

The airplane I was on has most likely never been cleaned since its entry into service. There is leftover food, mold, and dust everywhere, as well as exposed electronics.

Do no fly with them if you have a specific dietary requirement.

Flying UK>Beijing> Tokyo and there is only Beef or Chicken meals on board. Eventhough I've been talking to them two weeks before departure to add in a specific meal to meet my dietary requirement, I was told on many times after pushing back "sorry you'll have to being your own food for the 11hr flight".

On their website there's the option to book many special meals, but after buying the tickets they dont actually let you choose a meal that meets special dietary requirements.

Hainan Airlines can not be trusted. They booked my journey so that I could not reach the connecting flight. I had to pay for a new flight which they refused to compensate even though the mistake was theirs.

A 24 hour phonecservice

Had a problem trying to understand how to get my eticket, so called their European Tel number service, which is 24 hours a day. Called them first at 6.00 am then again an hour later. First time got through straight away, second time about 3 minutes wait. Nevertheless, they solved my queries with a good customer service manner. Much appreciated.
I will be writing a review about the airline on my return in May, but if it's as good as their Tel service, I am sure I'll be very happy.
Thank you HAINAN

Had a good experience flying with Hainan. The seats were comfy enough in economy, the meals were tasty, and the onboard entertainment on offer was pretty good (especially the music selection). Considering how cheap the ticket was, I was happily surprised by the experience I had. The crew onboard were fantastic, very kind and helpful. I will definitely be flying with them again!

Worst airline company I've ever been with. The seat was broken on take off seat flew back and could not make it stick. Even the pilots on landing omg seriously so bad I thought was going to crash on every single land. Also informed of a cancel of flight on the day booked didn't complete refund have proof of it all yet still refusing the discount. And to top it all off the seats are so small I've never come across that in my life the seats didn't even reach my head that small. Never ever come across seats this small before disgusting

Best airline experience ever:

This is the second time we used Hainan Airlines to fly to China. This time we treated ourselves to a business class ticket. The whole experience was amazing and exceeded our expectations. I had previously used British Airways business class to hongkong and the Hainan Airlines experience was much better in every way.

The pod/seat layout is much better, very friendly and professional airlines cabin staff, we felt special and was treated like it. The food was amazing, the cabin staff always checked on us. They made sure the toilets were always cleaned before you went in after someone else. You even got some pajamas to wear and take home if you want, on top of that, you had your bed made before going to sleep.

The lounges were also very good at each leg of the journey.

After using my Delsey suitcase only twice, it was already broken. At the baggage claim area in Beijing Airport, there was no Hainan Airlines staff at all. I could only go to the airport service counter. They offered either RMB 200 in compensation or a very basic suitcase without even a TSA lock. They said they could help forward my case to Hainan Airlines, but the processing time would be extremely long.
In the end, I had no choice but to accept the basic replacement suitcase. This was my first time flying with them. The ticket was not cheap, yet my Delsey suitcase was damaged. Very disappointed.

Do not fly with this airline forever delayed and loose your baggage then when they find it one day before you fly home they expect you to come to the airport to collect it!! Rude staff and cramped stuffy flights.

My baggage was delayed for several days with no clear communication and no proper information provided at the airport. I was never informed of any issue in person, nor contacted in a timely manner.

When my suitcase was finally delivered days later, there were clear indications that it may have been opened and inspected without my presence and without my consent. I was never notified that my baggage would be opened, nor was I provided with any written notice or inspection report.

After the fact, vague “security reasons” were suddenly mentioned as justification, despite the complete lack of transparency beforehand.

I paid for checked baggage.
I paid for travel insurance.
I paid with days of stress, inconvenience, and additional expenses.

This is not professional handling, and this is not how paying passengers should be treated.
Accountability and transparency are completely missing.

They are ranked as 5 star airline by skyTrax, but I'd say they not worth 3 stars in comparison to other similar Chinese airlines.
Firstly if you're having a connecting flight via China, and if you booked it as connecting flight, expect to still do a baggage collection and re-check in to the second leg flight departing from Hainan. False and misleading information on their website at the time of booking.
This hasn't happened with any of Chinese Eastern or Southern Airlines.

Secondly, some segments, e.g. Kul-Hai use older aircrafts without any IFE, and only snacks served. Despite being advertised as having IFE on most flights.
Choosing a seat is not available until the booking is made, and in some cases you're not allowed to select a free seat, only purchase paid seat at Manage Booking screen. Which again contradicts to what ks being advertised.

Some meals, e.g. Hindu is not available on particular flight segments for some reason. Again you'll only find that after the booking was made. Competitor airlines have these most of the time.

Customer service is bad,only trying to prove that they are right and that's the rules.

Overall bad value for money, and be aware before flying with them.

Can I give it zero stars?
"Rescheduled" my BC return flight by cutting my trip by 3 days - not the greatest crime, but the 'automatic' system to get a refund won't let you refuse the new itinerary! This was a couple of weeks prior to departure - so replacement flights cost me a LOT more money and had loooong layovers. Tried to call customer service to no avail, 3hr + wait on the 'online chat' service and still nothing.

The cabin crew had serious difficulty understanding and speaking English. I asked for cold water but was given boiling water instead. When I returned it and requested ice-cold water, I only received half a cup of room-temperature water.

My special meal request was not fulfilled, and I had nothing to eat for the entire flight to Haikou. When I complained, I was told that an email had been sent to notify me; however, I never received any email from the airline other than the booking confirmation.

Overall, this was a very poor experience. For your own sake, I would strongly advise against flying with this airline.

Do not book with that airline
I repeat never use that airline , I booked with them flights from Brussels to Thailand layover in Beijing they cancelled the last leg , offered to reschedule the last leg a few days later or a refund for only the last leg
I’m still in Thailand now situation isn’t resolved ,
Tried calling their Belgium number / American /thai the numbers don’t work they don’t answer emails
All I want is for them to reschedule both flights for me , they expect me to take the first flight and then wait around in Beijing for a few days
Why should I be in Beijing I booked from Thailand -Brussels how can they can cancel a half a leg without a normal solution
If anyone at Hainan reads this I’m still waiting … on the live chat

I am extremely disappointed and outraged by the abusive practices of Hainan Airlines. They cancelled my flight HU7925, and instead of providing a solution, they charged me a $500 USD penalty fee.
It is completely illegal and unethical to charge a passenger a "penalty" for a cancellation that was the airline's responsibility. I have full evidence of the cancellation notice and the unauthorized charge.
I have already initiated a formal legal process through PROFECO and other aviation authorities. I demand an immediate and full refund of this $500 charge to my original form of payment.
I strongly advise all travelers to stay away from this airline. They do not respect international consumer laws and their customer service is non-existent.
Flight Number: HU7925
Status: Legal claim in progress.
#HainanAirlines #Scam #BadService #Refund.

I feel sorry for everyone who had a bad experience with this airline, but my experience was great! I had two flights and it was my first time traveling internationally. The first flight was around 15 hours, from Seattle to Beijing. I had plenty of leg room and one of those little tvs to keep me entertained. Before I even sat down, each seat had a small pillow and blanket for you to use and they handed out a small bag of toiletries, which included a sleeping mask, a tooth brush and tooth paste, and fresh socks. They handed out menus for what we could eat on the flight and there were 2 meals and snacks and drinks offered throughout. All the staff were very nice and spoke enough English to get what you need. The seat was comfortable and the food was DELICIOUS??? Like, I didn't know plane food could be that good.
My second flight was from Beijing to Osaka and it was a short 2 and a half hours, but they all gave us a small meal, which was yummy.

I was on a return flight from Bangkok to Sydney and Hainan air demanded to check-in twice and not transferred my luggage all the way to Sydney. I checked -in first at Bangkok BKK airport , then had to get out at Haikou airport in China, filled an exit form to pass through the immigration, they got my fingerprints & photo, got out from the transit and over to arrivals' area, collected my luggage again, then waited to check-in 2nd time until 12:00 am midnight to give them back my luggage and to get my boarding pass . I've been flying more than 40 years and this is the first time, that I had to check-in twice on a flight with a short stopover/transit from the same flying company. The ironic thing was that when I flew initially from Sydney to Bangkok, my luggage was transferred at Haikou airport to the next plane without the need to check-in twice and when I asked Hainan air's service desk at Bangkok airport why they don't do the same for the return flight, they told me to write a complain as they couldn't give me a straight answer. I'm just sharing my experience with you so you don't have such as unexpected event like mine with Hainan air .

My son is stuck in Haikou airport, China. He’s been in transit from Auckland New Zealand for 3 days. They cancelled his original flight and connecting flight, then rebooked him the next day to get to Haikou. Once there, they told him the only available connecting flight to Bangkok would be the next day, but turns out he was still booked on the original connecting flight UNDER SOMEONE ELSES NAME. They’ve now promised him business class on another connecting flight - he’s at the gate now and they’re insisting it’s economy class only. They’re denying compensation for any of his expenses or their muckups and he still has to get to Bangkok and fly home with them back to Auckland in 13 days. They’re ignoring the Montreal Convention. Absolutely impossible to get hold of. Do not use them. Dangerous for young, inexperienced travellers especially.

Poor service cant check in on line planes small and old , better to spend few more pennys and flight with reputable airline. Its cheap budget airline no in any flight alliance.