Hainan Airlines Reviews 

I traveled with Hainan Airlines from Hyderabad to Tijuana, arriving on December 20. During this journey, two pieces of my checked baggage were lost. A Property Irregularity Report was issued to me at the arrival airport, and I subsequently uploaded all requested documentation as instructed by customer service.

Despite repeated daily calls over the past four days, I have received no updates, no proactive communication, and no resolution. Each interaction results in the same response—that the matter has been forwarded to the baggage department—yet no one has contacted me. When I requested escalation to a supervisor, I was informed that the supervisor does not speak English and was only provided with an agent reference number (#7784), which did not help resolve the issue.

The absence of communication, escalation support, and accountability is unacceptable. I have been without my belongings for several days and have incurred additional expenses for essential items as a direct result of this delay.

none of the contact information works. The link on the website to change flight details does not work. No one answers the phone in Dublin. The chatbot NEVER connects to a human. One of the mainland China numbers worked, but only in Chinese. This is a spectacularly useless airline. AVOID AT ALL COSTS, IF SOMETHING NEEDS CHANGED, THEY WILL NOT HELP.

This is my reference no
etkt nor 8802982155479
I had worst experience with this airline ever they cancel my flight from London to bangkok then they cancel again from bejing to London same return flights without my permission they change and even not use return ticket apply for refund and loss i emails many times calls them many times all said we will help but no one get back to me and planes are worst too very bad experience just avoid this Chinese airline very bad my friend told me he had same bad experience

Cabin crew weren’t that friendly but, was safe. 3 stars ⭐️⭐️⭐️

Won't fly again. Technical issues on a b787 at Brussels airport. Let waiting for hours while they try to fix the IT issues. Still not left. No information from staff. They dont care.

Flew business class from Manchester to Beijing and return. Seats old and uncomfortable, hardly any room in seat area for your belongings and THE worst in seat entertainment on the planet. Food was dreadful and cabin crew miserable and aloof (smiling must be deemed a disciplinary offence). Business class lounges are also dire. Only positive was the both flights were on time but I won’t be flying with Hainan again.

The Hainan booking system is awful. For a modern company their IT is appalling. I finally booked after calling a UK number. A few weeks later, out of the blue, and only a couple of weeks before my flight to Osaka from Manchester, they cancelled. This is something they seem to do regularly but I didn’t listen. After many attempts at contacting them over several days (poor IT again) I finally managed to speak to someone and a few days later received a refund. I have just found out that my phone call to their, UK(?) agent was actually bounced to China and cost me £250!!! With the original flight cost plus the extra I had to pay with another airline plus the £250 phone call it would have been cheaper to go Business class with Cathay Pacific!!!
***AVOID LIKE THE PLAGUE***

Booked LHR to Auckland. Booking, checking-inand anything conducted online was a nightmare. The English website and App are useless. Constantly falling over. I could not manage any aspects of my booking (seats, meals etc) online. No facility to check in online. Calling their help line is impossible. Just sit and hear repeated music loop for long enough to make you upset, but no reply. At the check-in desk they still use a pen and paper to document passengers. Not possible to check baggage on to Auckland from LHR even though I only have 3hr transit in Hainan. It's all looking very bleak. Currently sitting in a BA lounge in LHR. I'm wondering if the plane will have propellers or a jet?
Disappointing that Hainan do not reply to all these poor reviews. It says a lot about their respect for it's customers.

Booked a return flight from Manchester to Bangkok,with a long outward layover in Beijing,to enjoy a few hours in the city.
Couldn't check in on line?But, the check in desk at Manchester's new terminal 2 ,was very efficient.Flight good.Layover trip good.Onward flight to BK good.
Then the problem started.
Hainan cancelled the return flight from Beijing to Manchester,but not the BKK to Beijing?They offered completing the journey from Beijing to Manchester, 3 days after arriving their from Bangkok.
Seriously?
We translated the 'offer of the new schedule' and obviously refused the new onward flight.
We had to quickly find a new return flight from BK to Manchester,with a good turnaround.Not easy last minute.Paid £282 with Cathay pacific,one day later than our original return date, but was a fast turnaround in HK back to Manchester.
I emailed Hainan ,the cost of this replacement flight,but they only refunded Beijing to Manchester.£202,because that was the segment they had cancelled.At least we have received something back off them in an acceptable time.
Lesson learned,we'll stick to the reputable airlines we usually use.

I paid for extra baggage, flight was cancelled, and I never got the baggage refund.

Do not fly with this airline. Poor service, bad communication, very SLOW, unfriendly staff. I flew 2 times with this airline and it was 2 times horrible!

My flight has been moved to two days earlier and this is completely unacceptable. I need my money refunded but it is impossible to contact you, by messaging or phone. Please provide me a UK phone number asap.

I tried to buy a ticket on the airline website using Alipay, the website said payment failed but the transaction succeeded on Alipay. I didn't receive any reservation code or ticket number in my mailbox, and had no way to retrieve the failed order in order to retry payment.

I then bought a ticket from an OTA and disputed the payment through Alipay. In return, the airline issued the ticket. I am now stuck with two duplicated tickets with the same name and have to ask the customer service for a resolution.

In addition, the booking experience is poor as well. It was impossible to retry a failed payment and it was not possible to go back to verify the information. It was also impossible to leave my contact details when buying a ticket for my family.

I contacted the airline customer service and what I need to do is that, I first need to cancel the reservation for one of the ticket before the flight, travel on another ticket, and apply for refund on the empty ticket afterwards.

I booked a Hainan Airlines flight from Brussels to Bangkok with a layover in Beijing, primarily because of the significant price difference (€520 instead of over €700).

Four weeks before my flight, I received a message that it had been cancelled for “corporate reasons” and that I would be rescheduled to a flight 24 hours earlier.

From other reviews I read, this seems to be a regular practice: Hainan offers flights every day, then cancels them and merges passengers onto other flights when not enough tickets are sold.

When I explained that I could not travel a day earlier, no alternative options were provided. On top of that, it took days to get confirmation that I was eligible for a full refund, forcing me to buy a new ticket while prices were rising.

I find it unbelievable that an airline can cancel a flight for no clear reason. The fact that Hainan does this so regularly is reason enough for me to never book with them again..

First of all, never again would I choose to fly with airlines that use AI to solve problems! Our flight was cancelled and it was impossible to discuss with an actual human being to help us figure out what to do with the conflicting schedule, so we settled with whatever option the robots gave us.

The conflict indeed arose, as their only offered flight would jeopardize with the duration of our visa - and guess what? They didn't do anything to support or help us, only add more troubles to our plate! At the counter, the staff (with zero English speaking skills, and we have zero Chinese speaking skills ourselves as well, so alas we cannot even communicate properly) but I digress... THE STAFF refused to help us with anything, only mentioned (via google translate) over and over again that it was our responsible to be mindful of the visa duration when we changed the flight - hell yeah, that's something that we could definitely avoid if there were a human to discuss with in the first place!

And, on top of everything, they kept on forcing us to sign a silly document about the visa stuff, which was totally unrelated to the issues we were discussing about at the time ;( Their concern was that we were flying to Iceland but why did we have a visa from the Danish Embassy. This would of course easily be solved if they could just use Google to find the reasons why, but HEY - THEY DON'T USE GOOGLE IN CHINA!!! So we also had to spend 25+ minutes trying to explain this to them, with failure of course. Everything played out like a complete joke throughout this prolonged interactions.

Anyway, the bottom line is: cheap tickets don't worth all this bs. Fly with real airlines with people who can and are willing to communicate with you. I would give them -10000000 stars if I could. Horrible experience overall.

Avoid this airline at all costs this airline is unreliable !!!
Outbound flight to Bangkok was cancelled and rescheduled a day early leaving us with cost of 28 hour layover at Beijing. Home journey again cancelled with offer to reschedule with 3 days delay in Beijing. We cancelled returning flights and booked with another airline. Still no refund.

Our flight got cancelled 2 weeks before or planned holiday and less than 1 week after customer service had assured us that the flight would go as planned, luckily I had followed my gut feeling and booked new flight tickets from another airline a few days before. Poor customer service, little information. I do not recommend anyone to choose this airline.

Cancelled my flight with less than 3 weeks notice to go from Prague to Bangkok via a short email -the email link sent out on the email to doesn’t work to reschedule flights (there are 0 alrernatives offered) or get a refund. I was on the phone lines for ages, no reply. I sent emails, no reply. Online chat function doesn’t work. No customer representative on the chat, I waited for literal 8 hours before giving up. My only option will be to ask for a refund and try to find an alternative flight, now the prices being almost double.

My 4th flight to Thailand this year. Great service, great entertainment and a nice clean aircraft. The cabin crew where helpfull friendly and did not hide themselves away from customers for hours. Probably better than singapore air

They cancelled my flight from Manchester to Bangkok completely 3 weeks before departure with no other option than a full refund (which I am currently waiting on!) Flights to Bangkok now stand at double the price! They are said to have a good standing alongside Cathay, Qatar and other reputable airlines but I don't know how!