Passenger Rights Information

Flights departing or connecting in the People’s Republic of China (excluding Hong Kong SAR, Macau SAR and Taiwan)

The following information is a supplement to our Conditions of Carriage.

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Contact us

You can contact us by phone or via email

We'll respond to you within 10 working days.

Ticket refunds

Where we've offered you a refund in accordance with the applicable fare rules or Conditions of Carriage, we'll complete the refund within seven business days, assuming your account details are valid.

This timeframe does not include bank transaction times, which may vary.

Tarmac delay contingency plan

We're committed to on-time departures so that we can get you to your destination on time.

If, despite our efforts, an aircraft is delayed on the tarmac, we have processes in place to ensure we're addressing your essential needs.

Find information on our tarmac delay contingency plan  

Oversales and denied boarding

We take the utmost care in managing each flight, but there may be a slight chance that there are more reservations than available seats on your flight, even though you are holding a confirmed ticket. This may be because of commercial overbooking or restrictions being imposed due to weather conditions or for other safety reasons.

In these circumstances, we will not deny you a seat without first asking for volunteers who are willing:

  • to give up their confirmed seat in exchange for compensation in the form of a travel voucher for a specified amount as outlined below, and
  • travel on a later, specified flight. 

Volunteers will not be entitled to any further payment, refund or compensation.

If there aren't enough volunteers, we may need to deny boarding to one or more passengers involuntarily.

If you're denied boarding involuntarily due to an overbooking of our flight for which you have a valid ticket and a confirmed reservation, we'll provide compensation in the form of a travel voucher eligible for refund and may also cover expenses for any overnight accommodation and meals as required by law, provided that you have:

  • met our check-in deadline and other travel requirements, and 
  • we haven't placed you on another flight that arrives within one hour of your original flight schedule.

We'll provide a denied boarding statement upon request.

Original flight duration Booked cabin Passenger arrives at final destination within four (4) hours Passenger arrives at final destination outside four (4) hours
Greater than five (5) hours First US$300 US$800
Business US$200 US$600
Premium Economy US$100 US$400
Economy Nil US$400
Less than five (5) hours All cabins Nil US$200
All flights Child/infant Compensation applicable to percentage of adult fare paid
Industry/staff No compensation
Amount of compensation by cabin, flight duration for the time passengers are delayed

Declaring the value of checked baggage

We don't have processes in place for you to declare the value of your checked baggage.