Hainan Airlines Company Limited

Dear Mr***, The Revdex.com has notified Hainan Airlines that you have filed a complaint against us Your correspondence was forwarded to our offices, and I was asked to respond to your concerns On behalf of Hainan Airlines, I am sorry to learn of the disappointment you have expressed Our records indicate that you have previously submitted a complaint to the Department of Transportation for the same circumstances you have brought to our attention Further review shows, that our colleagues provided you with compensation with the amount of $which is the maximum amount per our delayed baggage guidelines and declined your request for additional compensation I have enclosed a copy of your correspondence along with proof of payment for your reference Unfortunately, our offices do not handle delayed baggage claims For this reason, the responsibility has been delegated to our field offices Experiences have proven that they are in the best position to review the claim and arrive at a solution For this reason, we are unable to override our colleagues’ conclusion of your claim and must respectfully decline your request We are sorry we gave you reason to be disappointed with Hainan Airlines and hope to be able to welcome you back onboard in the future Regards, Miguel S [redacted] Hainan Airlines Customer Support Representative

Dear passenger, Thank you for contacting Hainan AirlinesWe also received a copy of your concerns that you submitted on the website of U.SDepartment of Transportation, and we have responded to itPlease kindly refer to the attached responseAgain, we apologize for any inconvenience thus caused, and please allow us to provide services for you again in the futureBest regards,Lu W**Hainan Airlines Customer Services Representative

Dear Dr***, You asked us to reexamine your request, and we have done so All things considered, we do support our earlier decisionAs explained to you in our previous correspondence, our Contract of Carriage speaks to the liability of the airline By purchasing the ticket or accepting transportation, you have essentially agreed and entered into a contractual, legal and binding agreement as set by the terms and conditions of our Contract of CarriageWhile we respect the case you have presented to the Revdex.com, I must advise you that the Revdex.com does not have any influence over our policies and procedures Therefore, since this is not a customer service failure on the part of Hainan Airlines rather than the consistent application of our policies and procedures, I must reiterate that your request will not be considered or forthcoming Thank you for giving me an opportunity to respond to your inquiry We hope that you will give us another opportunity to better meet your needs in the future Regards, Miguel S [redacted] Hainan Airlines Customer Support Representative

Thank you for writing Our customers’ inquiries and concerns are important to Hainan Airlines Accordingly, please note your records that we have contacted the above named person directly We appreciate the Revdex.com being of assistance to our valued customerRegards,Miguel S [redacted] Hainan Airlines Customer Support Representative

Dear Ms***,I am responding to the correspondence you submitted to the Revdex.com On behalf of Hainan Airlines, I am sorry to learn of the travel inconvenience you experienced during your travel on June 15, 2017.We utilize computer automation between Hainan Airlines and other airlines reservations systems for reservations records, electronic ticket transactions and boarding pass processes We are concerned about cases of information not properly exchanged So, your feedback will be shared with the appropriate personnel which will help us identify and resolve your reported issues.Despite the negative experience, your business is important to us and look forward to serving you again.Regards,Miguel S [redacted] Hainan Airlines Customer Support Representative

Complaint: [redacted] I am rejecting this response because the last response stated their colleagues in China are still reviewing my request for a refundMiguel mentioned that they would contact me directly about the outcomePrior to complaining on Revdex.com, I have received several e-mails from Hainan Airlines stating "someone" will contact me about this matterI am leaving this open and rejecting the business' response until it is resolvedWhen we spoke with your colleague in China, we mentioned that we are in KL, holding US passports and will be in China with the hour visaWe asked if we could e-mail him insteadHe still insisted that we arrive in Beijing to personally show our doctor's letter to waive the change fees for rescheduling our flightHe also mentioned that we would be able to take care of this when we arrived at the Beijing airportI assumed he was aware of the hour visa that China is heavily promoting and he would be aware that we would need a ticket to leave KLI also assumed that this would be a special case considering we are changing our schedule due to a medical reason - perhaps an exception to the rule that we are not aware ofYour colleague should not advise us to bring our doctor's letter to show him in Beijing so they can waive the change fees, when (according to your policy that we are responsible for our own travel docs/tickets) we would not even be able to get to Beijing without him rescheduling our ticket in the first placeDo you see how this is going around in circles because of your policy that should not be applied here? Sincerely, [redacted] ***

Dear Ms***, I am responding to the correspondence you submitted to the Revdex.com On behalf of Hainan Airlines, I am sorry to learn of the disappointment you have expressed We that certain illnesses or accidents can sometimes alter travel plans We are certainly concerned about your experience and currently reaching out to our colleagues in to review the circumstances you brought to our attention and respond to those issues you`ve raised in writing Meanwhile, we appreciate your patience and this opportunity to be of assistance to you Regards, Miguel S [redacted] Hainan Airlines Customer Support Representative

Dear Ms***,I am responding to the correspondence you submitted to the Revdex.com On behalf of Hainan Airlines, we are very sorry to hear about your mother’s death and understand that certain events can sometimes alter travel plans Our bereavement refund waiver guidelines requires a copy of the death certificate to be submitted at the time the refund is requestedIf the request is due to the death of an immediate family member, the request must contain the family member’s name and relationship to youWhile I am sympathetic to your perspective and regret the possibility of any miscommunication or misinformation on this matter, since the supporting documentation per our guidelines was not submitted at the time your ticket was refunded, a refund of the cancellation fee penalty associated with your reservation is not applicable on this instance and must respectfully decline your requestWe regret we could not provide you with a favorable outcome on this matter but appreciate your understandingRegards, Miguel S [redacted] Hainan Airlines Customer Support Representative

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is okay to meSincerely, [redacted] ***

Dear [redacted] ***, The Revdex.com has notified Hainan Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of Hainan AirlinesOn behalf of Hainan Airlines, I am sorry to learn of your ticketing experience Your frustration is understood and I apologize We utilize computer automation between Hainan Airlines and our travel agency partners’ reservations systems for reservations records and electronic ticket transactions We are concerned about cases of information not properly exchanged So, your feedback it is very helpful to us and will help us identify and resolve your reported issues We strive to provide all of our passengers with the quality service that they have come to expect from Hainan Airlines and our travel agency partners Our investigation included a detail review of the history of your reservation record and we have been able to determine the reason why your itinerary was cancelled was due to a processing error on the part of your travel agency While we regret the circumstances at hand, since the reason why your reservation cancelled was due to reasons outside our control, any refund request are subject to the rules and restrictions associated with your ticket In reviewing your ticket, our records indicate that a refund of your ticket has been requested Since Expedia acts as your travel agency, please contact them directly for the exact refund amount and processing time We thank you for the opportunity to respond to your concerns and look forward to serving you again Regards, [redacted] Hainan Airlines Customer Support Representative

Dear Ms***, I am responding to the correspondence you submitted to the Revdex.com On behalf of Hainan Airlines, I am sorry to learn of the disappointment you have expressedWe are certainly concerned about your experience and currently reaching out to our colleagues in Chengdu to review the circumstances you brought to our attention and respond to those issues you`ve raised in writingMeanwhile, we appreciate your patience and this opportunity to be of assistance to youRegards, Miguel S [redacted] Hainan Airlines Customer Support Representative

Hi, this is station manager Shuai from Hainan Airlines SJC office, for the Complaint ID: [redacted] ,During the time it is shall be answered , we failed to reach the passenger as she was in China, and we have talked with [redacted] later and reached an agreement with her to the passenger’s satisfaction, this case should be closed Thanks and best regards!

To whom it may concern: This is in response to your request for clarification and additional information for the circumstances Ms [redacted] has brought to our attention As explained in our response to the customer’s complaint, Ms [redacted] had to purchase an additional ticket in order to comply with US government requirements Hainan Airlines like all airlines uses TIMATIC which is a database containing cross border passenger documentation requirements to determine whether a passenger can be carried for transportation TIMATIC information is available for a customer to review through the following link: https://www.hainanairlines.com/US/US/VISA The aforementioned link advises of the following pertinent information: -For international outbound travel, you may be required to obtain visa and/or other entry and travel documents from relevant authorities in advanceSpecific requirements for such documents depend on your nationality, itinerary and destination -Please contact the consulates of the country to which you are traveling through and traveling to for the most up-to-date information to ensure that all your travel documents (passports, visas, etc.) are in compliance with all entry, exit and transit requirements Passengers are solely responsible for confirming which documents are needed for their itinerary and undertaking any application and/or verification procedures related to these -Hainan Airlines reserves the right to refuse boarding to passengers who are not in compliance with applicable laws and regulations and/or passengers whose documents do not appear to be in orderHainan Airlines holds no responsibility for passengers who are refused entry into a country for not having the necessary/valid travel documents This information is also incorporated into Section and of our Contract of Carriage which the passenger agrees to when buying a ticket and can also be found in our website at www.hainanairlines.com In entering the passenger’s travel details and documents through the link provided, TIMATIC explains the following: -Visitors are required to hold proof of sufficient funds to cover their stay and documents required for their next destination In addition, the US State Department website advices that a passenger travelling on a visitor visa may be required to show their intent to depart the United States That information can be found through the following link: https://travel.state.gov/content/visas/en/visit/visitor.html Therefore, based on this information, we feel justified in our position and must reiterate that these procedures were handled correctly by our airport personnel while handling Ms**’s situation Regards, Miguel S [redacted] Hainan Airlines Customer Support Representative

Complaint: [redacted] I am rejecting this response because: 1. That advertisement was ambiguous. It. Could had gone either way as explained earlier. It is clear of,my meaning in the attachment. 2. The $469 is absurd for just cancellation of just two days yet still had three days to fill the seat and one that was filled. There is no justification for that much. 3. I had bought another ticket on same destination but another day. Still no consideration for a dedicated customer. 4. I tried to purchase yet another ticket to SC but they had none and they still did not want to budge. 3. I was and am still willing to accept partial responsibility but they are being too unreasonable. I do not even know how the law would allow this. I am not asking for forgiveness because I was willing to buy more, I have bought more and willing to allow them to keep some of they money. So I just ask why they are allowed to charge so much and why they charge so much form cancellation. Sounds like they are being vindictive so. Thank you Bibb for looking a this regardless of the outcomes. P.S. If the attachment is unclear I can send you by email because my iPad looks like it is cut off. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is OK to meI understand their policy, but I am still the one paying for their technical errorI don't want to spend more time to argue thatThank you very much.Sincerely, [redacted] **

Dear [redacted] *** My colleague and I have contacted your booking agent and provided them with a waiver to refund your ticket as part of our name correction ticketing procedures Your travel agent has advised us that they will contact you directly on this regard However, please be advised that you may be subject to any fare difference at the time your new itinerary is issued In addition, any service fees that may have been collected by your booking agency are non-refundable Because your booking agent acts as the travel agency for the ticket in question, you will need to follwith them directly for any additional refund status Please contact them directly Based on the information you have provided, we agree that the name correction procedure should not have been so difficult, and regret to learn of the trouble and inconvenience you have experiencedFor future reference, we kindly suggest purchasing tickets directly from our website or reservation hotline, so that we may be in a better position to assist youWe hope we can provide services for you again in the futureBest regards,Lu W**Hainan Airlines Customer Support Representative

Complaint: [redacted] I am rejecting this response because:In the ticket/in ordering process, I didn't get any information about I need to take all the tripsIn addition, when I tried to contact your company, it is extremely hard for me to connect a agency.So, in total, you show me your own rules after the orderingThis is totally unfair(I know nothing about your restriction which was not shown in the ordering process) Sincerely, ** ***

Dear [redacted] The RevDex.com has notified Hainan Airlines that you have filed a complaint against us. Your correspondence was forwarded to our offices, and I was asked to respond to your concerns. On behalf of Hainan Airlines, I appreciate your interest in our... promotional fares, and I apologize for any misunderstanding you have felt about them up to now. All airlines offer promotional fares to attract customers who might not travel on full fares. For most flights, we sell a limited number of seats at the promotional fare price. These promotional fares require that customers follow certain requirements. Our website and reservation offices will price your itinerary according to our round trip rules and restrictions given both the departure and return dates for the cities you have requested. If your final price quote is higher than the promotional fare you were looking for, this means either some or all your travel itinerary does not meet the fare rules and requirements. Or, the space we have to sell at the promotional price is no longer available for the travel dates you have requested. The availability of our fares changes constantly as reservations are made and cancelled, but our systems and personnel will quote the lowest fare available that you qualify for at the time of your request based on your specific itinerary. I hope this information is helpful to you. Should you need any further ticketing assistance, please contact our Sales Offices in Toronto directly at 1-905-362-1328 where its specialists are in the best position to assist. We appreciate this opportunity to be of assistance and look forward to welcoming you onboard very soon. Regards,Miguel S [redacted] Hainan Airlines Customer Support Representative Tell us why here...

Complaint: [redacted] I am rejecting this response simply because I did not want to "accept" the response and have this case closed since Hainan Airlines is still researching on their endI have also attached my e-mail trail with Hainan Airlines, stating that the "attending department" will reach out to meAgain, nobody is reaching out to me about this situation after multiple follow-ups Sincerely, [redacted] ***

We apologize to the passenger and their family for the inconvenience that they have encountered due to the loss of their strollerHainan Airlines has contacted the passenger in regards to the situation and are in the process of settling the case