Hainan Airlines Reviews 

on a round trip they managed to loose my lugagge 2 times and refused to pay for delivery
if you use this ailine prepare to go to the aiport 2 times

I have yet to take my flight, but if my experience so far is a precursor of what is to come, I have no expectation or confidence of it being an uneventful journey. I booked my international flight through Trip.com, travelling with one stop in BJ. In accordance with the guidance given by Trip, I attempted to log-on to the Hainan Airlines webpage to check seat availability and on-line check in. Not a big issue, having taken many flights over 20 years, just pop in your flight or ticket information then navigate to the desired page and update the information. Not it seems with Hainan Airlines. When I called their offices, and explained that I was guided their by Trip and I wanted to access my flight information, the “assistant” told me to contact Trip! I could hear loud laughing in the office when he spoke - I was obviously on speakerphone. After a wholly unnecessary repartition of my request and information, I was informed that I COULD NOT have access to my flight information! They have, however, provided my information to a third-party! Please enlighten me as to why an airline that acts outside the norms of the airline industry in this manner and why is allowed access to international flight corridors?

SUCH A HORRIBLE EXPERIENCE!!!
(Flight Bangkok - Brussels)
They just cancelled one part of the trip for “corporate reasons” and proposed me to stay 24 hours in Beijing waiting for the flight Beijing/ Brussels without a hotel, just proposed me to stay 24h WAITING AT THE AIRPORT. It’s unacceptable!

Such an irresponsible airline. And it’s the second time they cancelled my flight in less than 2 months.

I DO NOT RECOMMEND!!

We had been chosen hnair for twice and every time it was a disaster.

General experience:
First time, it was during covid, Hainan Airlines had three flights during that time: one direct flight and two connecting flights to Brussels.

The original plan of my friend and I was that the two of them bought a direct flight to go there first, and then I would transfer there. The two tickets has a 7000CNY price difference.

And then, before the day they leave, they receive the text message that their flight are cancelled. They can either rebook for free or return full price. The staff highly recommends us to rebook so we did. After we rebook, they then told us the price difference is not refundable. 7000CNY is approximately $1000 and they just took the difference.

Later we realized that they did this trick to lots of their route BECAUSE THEY DIDN’T SOLD ALL TICKETS! The reason they give was because of oil problems but later a travel agent told us it is all nonsense. They just want more money and we lost $1000with them!

Second time it is today. First they did all same as the last time so my friend’s flight was delayed for four day. And later in 24th August we realized my friend’s brp is in UK and custom may need it. But we have our visa and all other references. So we called the customer service line and asked “I don’t have brp but I have share code, can I board on plane?” And the response was yes, as long as we have student card. So when my friend went to the counter with his student card, he expected that he can get on board. But this time the staff at the counter told him that it’s still not possible for letting him in. Cause they might face a £10000 penetration. They give us a solution that we bring the brp to their staff in Manchester so then my friend can get onboard but it’s already 19:00 and we can not grad that card then! BECAUSE OF THEIR WORDS WE MISSED THE BEST TIME FOR MAKINGS UP. We understand their difficulties so we decided to rebook again, but we also stated that this is not out fault, Hainan airline need to compensate for this. We rebooked first and then we started to talk about compensation, where this is the hell.

We have prompted two things as compensation: 1. Upgrade to business class, 2. Cover all cost generated during this delay. Initially they said they are NOT RESPONSIBLE FOR ALL THIS SINCE THEY MISUNDERSTOOD OUR WORD AND WE DIDN’T CORRECT THEM! They only want to offer us coupons for this and said no word about any financial compensation! I couldn’t believe, so I keep arguing. Their staff was really tough: it’s your responsibility that you didn’t check, if you said more we won’t make this mistake, we are not going to upgrade your seat… after a day of argue we still only got our hotel and taxi during this process covered which is 1500CNY.

Hainan airline, in the simplest word to describe, is a bunch of jerk. They don’t care their customers and they never give compensation for their mistakes. I would never recommend anyone to book flights in this company and never book their flights again

The worst company for now that I flew with, not compering with low cost compaines. Both flights late and delayed, misinformation when you call them to confirm details about the flight, AC didn’t work in the plane, good choice bad, and flight from Beijing airport( no food, no drinks, no any services except the convenience shop at the entrance, inside nothing) is the worst experience as airport and air company are both one star experience, the worst.

excellent food, entertainment and just about everything, especially for economy. we fly hainan every year to go back to asia to the rest of our family and every time we fly it's always a treat! they definitely deserve the 5 star skytrax rating they have. but just one complaint, the flights can be a LOT. will be looking forward to going back to asia this year, especially after it's been 4 years because of the pandemic!

Terrible experience with Hainan airlines. Their checkin luggage allowance is limited to 1 piece rather than total weight. I wanted to checkin a small suitcase (12kg) and a bag (7kg) and was rejected. They said that I can only check-in 1 item and if I want to checkin both I need to pay ¥1500 (equivalent to £160) for additional luggage. This is very mean for long-haul international flights of 11.5 hours. This reminds me of Ryanair's luggage policy.

Flew Brussels - Beijing - Shanghai - Beijing - Brussels. Excellent service and food, really good experience.

Awful customer service. Tried to charge me 3100 yuan for a ticket I had already purchased. Said that any change or alteration to schedule would need this fee but I was not changing the schedule. I was just requesting to use one less flight that they would have no doubt sold on and made yet more money from. No justification for this fee which was already what I had paid for the ticket. Customer service didn't try to help at all. If anything they just wanted to exploit a sorry situation for more financial gain. An airline that I can not trust.

I made a return trip with Hainan Airlines In January 2023 during Chinese New Year. Flew from Beijing to Brussels, and Brussels to Beijing all economy.

Outgoing economy flight was excellent, no turbulence, offered three meals, plenty of water and drink. The travel agent got me my vegetarian meal, which I am grateful for.

Return flight, the travel agent was not able to get my meal delivered, so it caused some confusion when time came to getting lunch/ dinner onboard. They sorted it out gracefully and efficiently, which I am thankful for. The flight out from Brussels departed on time at 12.20, but the first meal offered was a bag of snacks (haha). I saw my fellow passenger next to me was not happy at all about this, but for me I couldn't care less. I just returned the bag back to the air hostess.

The flight is advertised as about 10 hours, but both the outgoing journey and return journey was faster, at about 9 hours, with no turbulence, the service was excellent.

For all those thinking about this airline, please remember it is a Chinese airline and so its aircrew may not be able to speak perfect English. If you struggle with Chinese or don't speak any, it shouldn't be a problem, as all the aircrew would speak to me in English (even though I am fluent Chinese speaker). Just be aware that if you ask them something that is slightly different to what they've been trained to say, then it might throw them off a bit (likewise if you have an accent, just speak slower).

The space in the economy class was pretty good, I was comfortable for the journey, despite never reclining my seat. The toilets were also clean every time I visited. This is the first time in my life I have ever seen that. On every other flight, there is p** on the seats/ floor etc, and it's just a horrible experience. The toilets on board were cleaned very often, and just were nice to visit when nature called.

Unless you preorder food, you will most likely be offered a Chinese style chicken and rice/ veg and rice combo in economy if flying to/ from China. Of course this depends on your flight route, so if you want something else, you better tell them before, otherwise you may not be able to eat that (it may be spicy/ different in taste to what you are used to).

Most of the passengers on board were all Chinese nationals, so don't expect to be able to strike a conversation easily.

The TV is really good, it has games, and other things on it. I played a lot of games on it during the flight, it was quite fun (especially the battleship game). I don't recall other flights having this.

Obviously if you fly business class on Hainan, your experience will be something like that on Singapore Airlines. The business class experience is really something else, and I am dying to try it out (especially their gourmet food, they actually have a gourmet chef on board, which I think is awesome).

Overall, the service is exceptional, on board the flight is where everything shines. The staff look really gorgeous too, that certainly helps! They have some really lovely clothes that are very traditional yet modern. Check in process is pretty standard, and luggage allowance is about 23 kg.

Auckland - Shenzhen is always best with Hainan. Lovely staff and lots of leg room

Flown once with them and it was a good flight but it was more of the people that were kinda disgusting. I hate to be that person but I'll just say "the customers of the airlines" were not considerate. Multiple people coughing and sneezing without covering their nose. Farting multiple times and being loud and this was on a long flight from Chicago to Beijing. Guess that's just how they are there and no wonder why it's common to see them with masks over their mouths!

Pros:
- It’s cheap.
- Gets you to China.

Cons:
- Cabin and ground crews speak almost no english, and communicating is impossible.
- They don’t offer web check-in, so you have to get in line every time to be assigned a seat with a person that doesn’t speak english and therefore won’t understand which seat do you want.
- Food on the airplane is trash. No comparison to other big airlines like Air France or Lufthansa.
- There’s no way to check-in to layover flights directly. You have to arrive to China, get off, grab your luggage, and check-in again.
- Check-in opens 2 hours before the flight leaves, so beware if you have one of those 6 hours or more layovers they sell you.
- Hainan VIP lounges are trash.
- Economy seats on their newest 787-900 are VERY uncomfortable.
- They tell you the planes have wifi but they don’t have wifi.
- There’s a USB plug on each seat, but they don’t charge your phone.
- They always tell you about their “5 star” rating from Skytrax but they don’t deserve such rating. An airline that doesn’t provide you with online check-in is one of the best 10 in the world? That’s very weird. They probably paid to be on the list.

Worth company ever ! the attitude is horrible !

Terrible Experience booking with this company, booked via SkyScanner and then got to their website, which glitched and ended up jumping from an 8.25pm flight to an 8.10am flight and an extra 12 hour stop over. Contacted the customer support immediiately and they weren't empowered to offer any help. Flight was within 7 days so they said I could have cancelled if it wasnt but tough. Flights were exactly the same price so logically they should have been easily able to fix their mistake but no. Clearly they dont care about their customers.

I booked in Aug a return flight from Hong Kong to Las Vegas (through Beijing) in coming December for my own wedding. I booked through Cheaptickets.hk

By end of Oct I received an email saying there is some 'changes' to my flight. And attached a revised schedule from Hong Kong to Beijing. As I saw this change does not impact my other journey, I wasn't too aware of this. until 2 weeks later when I go to the website again to check for the detail of my another flight, I found my flight from Beijing to La Vegas was missing (as well as the return flight from Vegas to Hong Kong)

I called the agency hotline and the told me the flight was cancelled. Only HK to LV part was retained. I was frightened as I MUST GO FOR THIS TRIP!
They search for a while and offered only a flight depart 2 days later and arrived 4 days later (long transit).

At the same time I search in Hainan website myself and found actually there is a flight depart a day earlier. But they said they can't provide as this is not the airline offered.

I called the Hong Kong airline (Hainan's sub-company in Hong kong) and they said they can no longer see the record and asked me to deal with the agency.

At the end I have to purchase another ticket (of course another airline) myself. Double the price as the date is much nearer.

The story tells you (1) book through only official websites (2) book only international brands

Hello. My name is Olga. I want to give the most horrible reviews of the Hainan airline's service. And to warn the peoples who view this company as a potential for their trip, so that you refuse of this decision. or were ready for a horrible and rude service, and also that your things CAN BE STOLEN and you will never even wait for someone to call you back from this company in this situation, and for sure not to help solve the problem!!! Exactly this happen with my husband.
For beginning want to start from we travel A LOT. And not me not him never have more terrible service that start from beginning. They do not want to let my husband go to the board of plain .. the trip is Phuket (Thailand)-Haikou-Beijing-Las Vegas, because he no have Chinese visa, even if he not stay in China, it’s just transit ticket and every stop not more than 3-4 hour! And nobody notice him about that when he bought his ticket!They give him really hard time and lots of stress about this and let him to go on plain only 10 min before finish call boarding! He come 3 hours before the flight! And he pay almost 1500 dollars for this ticket!!!
After happen more terrible situation!!! My husband (Bryan) had with him like a carry laggage 3 paintings, which was VERY IMPORTANT FOR OUR FAMILY!, cause I’m pregnant now and it was special order for my baby's birthday! The question even not about money (even price was 250$ each, so total 750$), the question was about it was SPECIAL for us and we waiting 2 week in Thailand this paintings ready). So, they let him to carry it 2 flights!, but in the last flight Beijing- Las Vegas, exactly before Bryan step on the board, to him come the guy from Hainan Airlines team and tell that my husband can not to bring this paintings with him inside the plain and need to give it him. When my husband began to try to explain that these are valuable things and he would not want to give them away for no reason, this employee of the company rudely told him that he could leave the plane then and stay at the airport.
P.s. Repeat again it’s for 1500$ ticket cost, and 28 hours hard flight this service!!
Then this guy convinced my husband that nothing would happen with his belongings and he would get them together with the luggage in Las Vegas.
Like you already understand we never see our paintings again!, and for this 1 mounth I try to solve this problems (I call many times Hainan Airlines in China and some special service from them here in usa , and write and send many letters on ALL their contacts service mails, NOBODY CALL ME BACK from this company and in the letters they answer the same- that they still no have nothing about this situation!!
When I lost the last hope of returning our pictures and generally helping us, I decided to write this review for all people so that they knew with what horrible things they would have to face if they take advantage of the terrible service of this company.

Hainan the worth of the worth airline's company out there.

Being a regular business/Holliday's traveller, I can say with certitude that hainan is the worth of the worth airline out there. To make a long story short, valuable has been stolen from my bag, about 3000$ worth of silver coins and personal object, not only my personal belonging has been stolen but I had to wait 3 weeks to get my baggage back due to the incompetence of hainan. After runing behind the customer services for weeks to try to solve this insane behavior, I was proposed 30$ of compensation. What an insult !! And I'm to polite to tell them to buy a red dildo with those 30$ but will recommended to never travel or deal with this dishonest, disrespectful, insulting, cheap airline.