Hainan Airlines Company Limited

We find passenger had purchase a non-refundable ticket, in which fare rules are clearly stated on the trip itinerary and receipt that was sent at the time of purchased (see attachment)It is our goal to provide exceptional service to passengers on every occasion.  To demonstrate our...

commitment, our team has been working with passenger on this matter.  And we are confident that the differences can be resolve.

To whom it may concern:
This is in response to your request for clarification and additional information for the circumstances Ms. ** has brought to our attention.  As explained in our response to the customer’s complaint, Ms. ** 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 advance. Specific 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 order. Hainan 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 7.1.1 and 7.1.6 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

Dear passenger, Thank you for contacting Hainan Airlines. We also received a copy of your concerns that you submitted on the website of U.S. Department of Transportation, and we have responded to it. Please kindly refer to the attached response. Again, we apologize for any inconvenience...

thus caused, and please allow us to provide services for you again in the future. Best regards,Lu W**Hainan Airlines Customer Services Representative

Dear [redacted],
The Revdex.com has notified Hainan Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of Hainan Airlines. On 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

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 me. I understand their policy, but I am still the one paying for their technical error. I don't want to spend more time to argue that. Thank you very much.Sincerely, [redacted]

Dear Ms. [redacted], You asked us to reexamine your request, and we have done so.  All things considered, we do support our earlier decision.  As previously explained, Hainan Airlines may elect to refund change fees and tickets in certain cases only provided the passenger complies with certain parameters set in our guidelines.  It is important to point that our Contract of Carriage, which governs our operation and have enclosed a link for your reference, speaks to the liability of the airline.    https://www.hainanairlines.com/HUPortal/dyn/portal/DisplayPage?COUNTRY_SITE=US&a...⇄ My suggestion for you is to refer to the aforementioned link for the following pertinent information: -Article 3.1: The ticket is the preliminary evidence of the contract of carriage between the issuing carrier and the passenger. -Article 10.1: When a passenger who has not yet begun travelling or has begun travelling but has not yet reached their destination requests to change the specified unused flight, destination, seat class, flight or the validity period of the Ticket, it is defined as a voluntary itinerary change. -Article 10.2.1: After the itinerary change, the difference in fare and charges from the original routing shall be made up by the passenger. -Article 16.7: Hainan Airlines does will not undertake any punitive, exemplary or any other non-compensatory damages under any circumstances.   While 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, I must reiterate that your request for reimbursement of any additional expenses will not be forthcoming.  However, we will notify you directly via the email you have submitted to the Revdex.com once our colleagues in China finish reviewing your request for a refund of the fees you incurred to change your Hainan Airlines itinerary.   Thank you for giving us an opportunity to respond to your concerns.  We look forward to serving you again under more pleasant circumstances. Regards, 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!

Dear Ms. **,
The Revdex.com has notified Hainan Airlines that you have filed a complaint against us.  Your correspondence was forwarded to our corporate office, 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 employees receive training in international travel documentation requirements, and they have resources to which they may refer should they need additional assistance. All of our employees are encouraged to provide accurate travel document advice; however, the traveler is ultimately responsible for traveling with proper documentation.
 
Hainan Airlines obtains entry requirement information from TIMATIC, the recognized global provider of visa, passport, and health documentation for international travel.  Entry requirements for each individual country are varied and ever-changing. Because airlines and travel agencies cannot guarantee the information provided by TIMATIC, passengers are responsible for contacting the appropriate consulate, embassy and immigration department for the destination country for specific entry requirements.  For passenger travelling to the United States, a good source of travel requirements is the U.S. State Department’s site at www.travel.state.gov. 
 
While I am sorry to learn of your experience and regret your added expense, I must advise you that these procedures were followed correctly by our Shanghai airport personnel while handling your situation.  Therefore, a full refund of your additional ticket purchase has been respectfully declined.  However, the rules of the additional ticket you purchased explains that your itinerary is subject to a refund cancellation fee in the amount of $300.  If you a need a refund of your additional ticket per the fare rules associated with your reservation, please contact our Reservations Hotline directly at 1-888-688-8813 where its representatives are in the best position to assist.
 
We appreciate this opportunity to be of assistance and look forward to serving you again.
 
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 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 writing. Meanwhile, we appreciate your patience and this opportunity to be of assistance to you. 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 customer. Regards,Miguel S[redacted]Hainan Airlines Customer Support Representative

Complaint: [redacted]
I am rejecting this response because:The airline just avoid to take their own responsibility that show necessary information in a proper way. They just define customer's behavior and interpret for their own profit.I certainly know Hainan airline take no care of Revdex.com as they were rated as "F" here. I just want to show related people and my friends about the official responses. I think there is no need for your further responses.I won't accept your solution and won't take your service any more.Please close the ticket. [redacted]

Complaint: [redacted]
I am rejecting this response because: I'm currently working with the airline to see what they can do to resolve this. I will respond back if there is a resolution. 
Sincerely,
[redacted]

Revdex.com:The Hainan Airlines contacted me and they will refund the unused portions of our tickets and reimburse the cost of rental, gas and food for the trip. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much!!Sincerely, [redacted]

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 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: My dates for purchasing the ticket and flying was withing their acceptable time frame. Hainan Airline office stated that they will not honor the promotion because it is withing high season. the question becomes that if they don't want to offer it with that time frame, they should not have included it in the offer. Their offer clearly specify TORONTO - SHANGHAI Departure date: [redacted] [redacted] and I wanted to depart on [redacted], Also the booking date is specified to be between 2[redacted] [redacted] and today is [redacted]. It is my position that Hainan Airline promotion is misleading and is false advertisement. They must honor their ad. toy can check other Airlines like air Canada which clearly stated that departure must be before [redacted] or Cathay Pacific which defined it for [redacted]. Hainan Airline must honor their offer.
Sincerely,
[redacted]

Dear [redacted], I am responding to the correspondence you submitted to the Revdex.com.  On behalf of Hainan Airlines, I am sorry to learn about the damage incurred to your stroller.  We sincerely apologize for the inconvenience this caused you. We are continually...

working to improve our service and minimize baggage mishandling.  Situations such as this are no more acceptable to us than they are to our guests, and I can assure you that your experience is not typical of the standards we maintain.  Unfortunately, our corporate offices do not handle the claims for damage because we do not have access to the damaged property.  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 damage and arrive at a solution.  However, we have contacted our airport colleagues on your behalf and have been advised that your damaged claim has been approved for the cost of your stroller replacement parts.  On the other hand, Hainan Airlines does not absorb shipping fees.  Therefore, we must respectfully decline your request for a refund of the additional fees you incurred. 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

Complaint: [redacted]
I am rejecting this response because the last response stated their colleagues in China are still reviewing my request for a refund. Miguel mentioned that they would contact me directly about the outcome. Prior to complaining on Revdex.com, I have received several e-mails from Hainan Airlines stating "someone" will contact me about this matter. I am leaving this open and rejecting the business' response until it is resolved. When we spoke with your colleague in China, we mentioned that we are in KL, holding US passports and will be in China with the 72 hour visa. We asked if we could e-mail him instead. He still insisted that we arrive in Beijing to personally show our doctor's letter to waive the change fees for rescheduling our flight. He also mentioned that we would be able to take care of this when we arrived at the Beijing airport. I assumed he was aware of the 72 hour visa that China is heavily promoting and he would be aware that we would need a ticket to leave KL. I 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 of. Your 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 place. Do you see how this is going around in circles because of your policy that should not be applied here? 
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 okay to me. Sincerely, [redacted]

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 trips. In 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 ordering. This is totally unfair(I know nothing about your restriction which was not shown in the ordering process). 
Sincerely,
**  [redacted]

Complaint: [redacted]
I am rejecting this response because: I don't see it that way. I still consider it false advertisement and misleading ad.
Sincerely,
[redacted]