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Business Profile

Airlines

Hainan Airlines Company Limited

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/02/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought an airplane ticket from this company and I cannot get refund within 24 hours. I paid 196 euros for this ticket. They did not tell me that and ask me to pay 174 euros. It is unfair.

    Business Response

    Date: 05/16/2025

    Dear Passenger,

    Thank you for your email. 

    Unfortunately, we're unable to open the link or retrieve the case using #********. Please provide us with the passenger's ticket number. 

    Hainan Airlines

  • Initial Complaint

    Date:05/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My father was in critical condition the night before my departure date so I couldn't make the trip. I called Hainan Airlines customer service for possible cancel or change of my air ticket (Ticket # ************* Confirmation # 2Y2WVK). The *** told me that if I provided the medical diagnosis of my father's critical condition, the fee of $320 of canceling my ticket would be waived. I then went ahead to cancel my ticket. However, after I submitted all the documents to Hainan Airlines, they still charged me $320 fee for the cancellation quoting a different policy from what I was told. This is a very disappointing experience as I was misled by the Hainan Airline customer service I first spoke to and now they wouldn't recognize their mistake of misleading their customer.

  • Initial Complaint

    Date:03/30/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased flight ticket from Hainan Airlines, departing from ******, and immediately requested a refund within 24 hours. However they refuse to follow the department of transportations 24-hour cancellation policy: ******************************************************************** 14 CFR ***** (b)(4)They claim only purchases made on ********************************************** are eligible for a full refund; but the DoT policy applies to all airlines operating to and from the **. The flight is also more than 7 days in the future, so this policy applies.I have submitted a cancellation request, but I would like the claimed $320, illegal cancellation fee to be waived, and get a full refund.

  • Initial Complaint

    Date:11/05/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please send me all of my past ticket confirmations & boarding passes from Oct 1, 2017.First name: **;Last name: ***;DOB: Jan 29, 1989;Sex: Male;Passport: E78965062;Expiration Date: Aug 30, 2026;Frequent Flyer: **********;Please send the documents to my registered email account at ******************** or via **** mail at **************************************************************************************************************************************.

    Business Response

    Date: 11/17/2023

    Dear Sir/Madam
    Thank you for your email

    Sorry that we can not open the link *************************************************** , please inform the passenger to contact us directly at ************* or send us an email to ****************.

    Sorry for the inconveniences and thank you for your understanding.

  • Initial Complaint

    Date:04/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    regarding the cancellation flight from Pudong to ***** on May 15th.??? 880-9145757086 ??? 880-9145757085

    Business Response

    Date: 04/20/2023

    Dear passenger,

    We are very sorry that your flight HU7846 on May 15th got cancelled, you could get a full refund without penalty.

    If you have any further questions, please dont hesitate to email ** or call our hotline and one of our customer service representatives will be happy to assist you.

    Again we apologize for any inconveniences.

    Hainan Airlines 
    **** 6544

    ******* hotline: **************** (24H)
    Europe hotline: 00-800-876-89999 (24H)
    ********* Hotline: ************** (24H) / 0011-800-876-89999 (24H)
    ****** hotline: 810-800-879-89999 (09:00-19:00 local time) 
    ***** hotline: ************* (24H) /************ (24H)
    Email address: ********************

     

    Customer Answer

    Date: 04/20/2023

     
    Complaint: 19915561

    I am rejecting this response because: I have spent more money to buy an alternative flight, I need Hainan Airlines to compensate me for the loss

    ******************************************

    Business Response

    Date: 04/24/2023

    Dear *******************,

     In order for ** to better assist you, please provide us your phone number along with the country code, let us know what time is convenient for you to answer ourall, would you prefer *************** or ******* service, we will try to arrange someone to call you back then.

     You can also call our hotline and one of our customer service agents will be happy to assist you with this case.

    Again we apologize for any inconveniences

    Hainan Airlines

    **** 6544

    ******* hotline: **************** (24H)
    Europe hotline: 00-800-876-89999 (24H)
    ********* Hotline: ************** (24H) / 0011-800-876-89999 (24H)
    ****** hotline: 810-800-879-89999 (09:00-19:00 local time) 
    ***** hotline: ************* (24H) /************ (24H)

    Customer Answer

    Date: 04/28/2023

     
    Complaint: 19915561

    I am rejecting this response because:


    Firstly, I would like to request that all communication regarding this matter be in written form. This will ensure that there is a clear record of all correspondence and will make it easier to keep track of any developments in this case.
    Secondly, I would like to keep my appeal very simple. I am seeking compensation for the losses I have incurred due to the cancellation of my flight. This includes the price difference that was caused by changing my ticket, as well as the time that I have wasted so far.
    Lastly, I would like to request a legally valid written document that explains in detail the reasons for the flight cancellation and why your company does not think it is responsible for this matter. Without such a document, I will continue to hold your company accountable for this unfortunate incident.

    ******************************************

    Business Response

    Date: 06/02/2023

    The two tickets (ticket number: ************* and *************) have been refunded on April 8th.

    Customer Answer

    Date: 06/02/2023

     
    Complaint: 19915561

    I am rejecting this response because: I paid close to $200 more because I was delayed buying another airline ticket and the fare went up

    Sincerely,

    *******************

    Business Response

    Date: 06/16/2023

    Dear passenger,

    We are very sorry we checked with our relevant department, your flight HU7846 on 2023-05-15 was cancelled due to the airport reason, it was not our airlines reason.

    There is no compensation for you, this is our final result.

    Kindly check the attachments for the certificate of irregularity flight. 

    Hainan Airlines

    **** 6544

Hainan Airlines Company Limited is NOT a BBB Accredited Business.

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