Hainan Airlines Company Limited

Dear Mr***,I am responding to the correspondence you submitted to the Revdex.com. On behalf of Hainan Airlines, I am sorry to learn of any misunderstanding or miscommunication regarding our ticket usage policy. Airline tickets work like contracts between the passenger and
the airline, in that the ticketed fare may be based on the passenger having complied with certain restrictions. The Conditions of Contract, which are incorporated into your E-ticket itinerary summary and available for review during the booking process, explains that travelers must use flight coupons in the order they are issued. If travelers use coupons out of sequence, or otherwise alter the terms of a ticket sold, Hainan Airlines or your booking agency will need to process and collect any fees per the restrictions of the itinerary purchasedWhile we are sympathetic to your perspective, we are unable to make an exception in your case. Your disappointment is nonetheless understood.I hope this information is helpful to you when planning your future travel and look forward to serving you again.Regards,Miguel S*Hainan Airlines Customer Support Representative

Dear Revdex.com: Hainan Airlines is committed to providing a safe, comfortable and pleasant travel experience for all of our passengersAs part of this commitment, our airline has a responsibility to provide assistance to all of our passengers from the start to end of their journeyWe apologize to
the passenger and his family that they did not receive the necessary assistance while connecting at Chicago with our partner, ***We have contacted the passenger and are currently waiting for a response.Best regards,Hainan Airlines

Dear *** ***, On behalf of Hainan Airlines, we regret to learn of your less than satisfactory ticketing experience. In order for us to better assist you, we will need more information from youOne of our agents will be contacting you shortly via the email that you have provided us via
the Revdex.com website Please expect an email from [email protected] within the next couple of hoursIf you do not see an email from us, kindly check your spam box. We apologize for any inconvenience you may have experienced Best regards, Lu W**Hainan Airlines Customer Service Representative

Dear *** **,
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. In an ongoing effort to improve upon the service we provide, your comments and suggestions are
genuinely appreciated
Hainan Airlines offers value-added “optimal seat selection” services to passengers travelling in Economy Class on flights between Beijing, Shanghai, Xi’an or Haikou and Europe, North America, Southeast Asia and Taiwan. Depending on the seat selection, passengers may be able to select a seat assignment with additional legroom or towards the front of the Economy Cabin. These seat assignments may be confirmed in advance by paying an additional fee on a first-come, first-served basis and based on availability. For additional information and fees regarding this optional product, please visit the following link:
http://new.hnair.com/asmall/booking/toSeat;jsessionid=B4AC258B435F0634FA0431AA88...⇄ /> However, based on the information you have shared with us, I agree that during the seat selection process, our web site needs to provide a better explanation of the additional fee in question. Once again, I apologize for any lack of clarity on this matterI have thoroughly documented my report and have forwarded your comments to the appropriate personnel responsible for managing our website for their internal review and necessary corrective action
We appreciate this opportunity to be of assistance and thank you for choosing Hainan Airlines
Regards,
Miguel S***
Hainan Airlines Customer Support Representative

Complaint: ***
I am rejecting this response because: no answer to my questions; no response to my complaints.Dear Miguel S***, Thank you for providing the ticket and Authorized Sales Agent policiesBut you did NOT answer any of my questionsMy complaints are: Hainan Airlines online system provides incorrect ticket informationHainan Airlines provides unprofessional authorized sales agent to her customers Could you please answer the following questions directly and clearly? Why Hainan Airlines online system provides incorrect ticket information? After JustFly.com claimed that they had updated my returning ticket properly, I checked Hainan Airlines website and did found out the corresponding confirmationThis information is incorrect and dangerousIf I trust it, I would get a big trouble when I try to board the plane. Why Hainan Airlines could NOT work with her Authorized Sales Agent to complete a simple transaction? On 5/27/17, I argued with Hainan Airlines representativesSince JustFly.com had a total different explanation from Hainan Airlines's, I thought that is Hainan Airlines rather than myself should contact JustFly.com to solve this issueFinally they accepted my opinionOn 5/28/17, in the early morning ~4:00AM, I got a call from Hainan Airlines Chicago branch, one representative organized a three-way phone call, the representative from JustFly.com asked my authorization to allow Hainan Airlines representative to check my case and I told her I would give all authorization to Hainan Airlines representative to solve this issue. To my surprise, I contacted Hainan Airlines on the next few days but was told even they worked with JustFly.comThe transaction was still in uncompleted statusThis really doesn't make any sense to meCan you please explain to your customer how this could happen? For such a simple operation, Hainan Airlines work with her partner, still can NOT complete in three daysObviously there are something wrong with the cooperation systemHainan Airlines standard practice forced me spend lots of extra time & energy in seven days to change a ticket. Best Regards,*** ***

Dear Mr***, We have once again reviewed your circumstances and found that we complied with all the applicable proceduresYou mention your diligence in pursuing this matter although our responses to you thus far have been thorough and concise. As explained in my previous message, you elected to purchase your reservation through a third party rather than directly with the airline. Under those circumstances and as explained to your on several occasions, it is the booking agency responsibility to service your itinerary and process any changes your itinerary requires. We have also mentioned to you that Hainan Airlines is not responsible for statements or representations made by its authorized sales agents conducting business on behalf of the airlineBased on the information provided by you, it appears that Justfly.com had a serious oversight in their processes. However, since Hainan Airlines followed all the applicable procedures and no error on our part, we feel justified in our position. Nonetheless, we thank you for your comments and as consumer, you are always welcome contacting Justfly.com directly for resolution of your issuesWe thank you for giving us the chance to respond to your inquiry and hope to see you in one of our flights in the near futureRegards, Miguel S*Hainan Airlines Customer Support Representative

Complaint: ***I am rejecting this response because:
I have valid Passport issued by Chinese Government and a valid B-VISA issued by U.SEMBASSYI also have the valid ticket bought from your company! You have no reason to refuse me to take the flight based on the reason that I did not hold the return ticket on my hand at that time
You said you did this based on your company's policyYou are not China custom, not U.Scustom and not immigration office, you have no any reason to refuse me to take flight based on the reason that I did not hold a return ticket on my handYou can advice me to buy a return ticket at the time when I left from Shanghai, but you have no rights to force me to buy the return ticket from your company, and threaten me if I did not buy it right now, I was refused to take the flightI talked with my lawyer, the return ticket is suggested to buy with the departure ticket for B visa, but it is not mandatory by you airline company! You have no rights to do this! When I entered the U.Sthe custom officer did not require me to show my return ticket! Your company just deceiving customers who are not familiar with thisBy the way what kind of law your company rely on to make the so-called "company policy"??? Is this lawful or just business cheating trick?
Sincerely,*** **

Dear *** *** I am responding to the communication you submitted to the Revdex.comOn behalf of Hainan Airlines, I am sorry to learn of your ticketing experience.In order to properly respond to your concerns, additional information is needed. Please provide, your travel dates,
cities and flight numbers along with the electronic ticket number starting with the numerical sequence of 880. Once that information is received, we will be in a better position to assist.Your patience and cooperation on this matter are greatly appreciated. Regards,Miguel S*Hainan Airlines Customer Support Representative

Dear Mr***,
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
Our records indicate that you have previously contacted us directly regarding the
same circumstances you brought to the attention of the Revdex.com. I have enclosed a copy of the correspondence in question for your review. While I regret your misunderstanding regarding our hour cancellation policy, our position on this matter remains unchanged and must respectfully decline your request
It is never our intent to inconvenience our passengers and I am very sorry that your valid expectations were not met. We appreciate the time you took to share your thoughts with us and for giving us the opportunity to apologize for any inconvenience
"Thank you for contacting Hainan Airlines, although I'm sorry to learn about your ticketing experience.When a customer purchases a reservation through a third party, they are provided with the opportunity to review theirflight information prior to completing its purchaseAs soon as customers receive their email acknowledgement, theyshould double check all information shownIf there is an error, the customer should immediately contact their bookingsource for assistance.As you may be aware, most booking agencies have a hour cancellation policy which allows the passenger to cancel orexchange their reservations without penalties within hours from the time of purchaseWhile we can appreciate yourviews about the penalty fees associated with exchanging or refunding reservations in situations such as yours, we justdon't feel we can accept responsibility when the booking was transacted entirely between a customer and a bookingagency over the Internet.We ask for your understanding and look forward to serving your future travel needs."
Regards,
Miguel S***
Hainan Airlines Customer Support Representative

Dear *** *** Thank you very much for your extended communication with Hainan Airlines, and I regret to learn your continued disappointment and frustration. You mention your diligence in pursuing your ticketing price concerns although our previous responses to you have been thorough and concise. As previously explained, most special fares are subject to limited seat availability. This information is also clearly explained on the Special Offers section of our website. And while I appreciate your point of view and regret your continued disappointment, we respectfully disagree with your perception that we are engaging on advertisement practices. In your particular case and at the time of writing ,the lowest fare for the itinerary and dates you have brought to our attention is in the amount of $Canadian Dollars (taxes and fuel surcharges included). However, we have also advised you that the availability of our fares changes constantly as reservations are made and cancelled. Therefore, in the event that you are flexible with your travel dates (as previously suggested), we encourage you working with our Reservations Department personnel in order to secure the promotional fare price that you are looking for The restrictions on discount fares may appear unnecessary. However, these restrictions have great importance as they control how customers and airlines use lower airfares. Airlines want to encourage price-conscious passengers and they also want to retain their regular fare passengers. A balance of discounted and regular fares allows us to be competitive and make a reasonable profit. As with any business, we monitor customer feedback. We value your comments, which will help us in establishing our pricing structure in the future. Best regards,Lu W**Hainan Airlines Customer Support Representative

Complaint: ***
I am rejecting this response because: I am still waiting for a resolution for the casePlease update the case status in a timely manner
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: If the seats are no longer available, they should be removed from the siteIt is still advertisementAt this point I find your resistance to admit the fact very disturbing and in conduct is a clear indication of lack of responsibility and honesty through your partMaybe what you need is a public poll, I will go ahead and place this case in Facebook and through every travelers blog that I know and let the public judge you and your misleading conduct
Sincerely,
*** ***

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]

Dear Mr. [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 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 $100 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 Ms. [redacted],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 requested. If the request is due to the death of an immediate family member, the request must contain the family member’s name and relationship to you. While 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 request. We regret we could not provide you with a favorable outcome on this matter but appreciate your understanding. Regards, Miguel S[redacted]Hainan Airlines Customer Support Representative

Dear Ms. [redacted],   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 [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 follow-up with 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 experienced. For 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 you. We hope we can provide services for you again in the future. Best regards,Lu W**Hainan Airlines Customer Support Representative

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 end. I have also attached my e-mail trail with Hainan Airlines, stating that the "attending department" will reach out to me. Again, nobody is reaching out to me about this situation after multiple follow-ups. 
Sincerely,
[redacted]

Complaint: [redacted]
Per Miguel S[redacted] request, I provide the following additional information:San Jose ->   Beijing   Flight 7990 5/22-5/23Beijing  ->   San Jose  Flight 7989 5/31 (original 5/27) [redacted] (Old)[redacted] (New)My complaint is regarding the returning ticket. I need to change the returning date from 5/27 to 5/31. On 5/30, Hainan Airlines finally issued a new E-ticket to me since the old one won't work at all. My case # in Hainan airlines customer service system is [redacted] Let me know if you need any further information. Actually, I have other E-evidence for this case but I don't know how to provide it to Hainan Airlines.Sincerely,
[redacted]

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...