Hainan Airlines Company Limited

Dear [redacted], Thank you for your continued communication with Hainan Airlines. I understand your frustration that you cannot get the promotional fare price as shown on our website; however, as my colleague explained in the previous correspondence, reservations are constantly being made, changed, or canceled, and the availability of classes keeps changing. Therefore, for the promotional fare, seats are very limited. Even though your travel date and booking date are both within our required promotional fare time frame, unfortunately, when the seats are no longer available, the relevant promotional price may not be available for the specific days you are looking to travel.  On that basis, I recommend contacting our Toronto office directly at 1-908-362-1328 and ask about possible alternate dates to help you in securing  the promotional fare price you are looking for. I hope this information is helpful for you when you make reservations with Hainan Airlines in the future and appreciate the opportunity to respond to your concerns.  Best regards, Lu W**Customer Support Representative

Dear Dr. [redacted], You asked us to reexamine your request, and we have done so.  All things considered, we do support our earlier decision. As 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 Carriage. 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, 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