Hainan Airlines Reviews | Opinions of Hainan Airlines shared by travelers



Hainan Airlines

Hainan Airlines logo
IATA code:HU
ICAO code:CHH
Overall Satisfaction:
1.3 out of 5
6.3% of people who wrote a review recommend flying with Hainan Airlines.
37.5% of people who wrote a review think Hainan Airlines offers a good value for money.
56.3% of people who wrote a review think Hainan Airlines offers a very poor customer service.
Classes of service
Economy
81.3%
Business
18.8%
First
0%
Customer Service
Excellent
0%
Good
6.3%
Satisfactory
6.3%
Poor
31.3%
Very Poor
56.3%
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How is Hainan Airlines ranked...?
#1
47.3 total score
2 reviews
50% Recommended
50% Value for Money
2/5 Customer Service
#2
34 total score
2 reviews
50% Recommended
0% Value for Money
1.5/5 Customer Service
#3
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#4
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#5
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#6
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#7
24.9 total score
16 reviews
6% Recommended
38% Value for Money
1.6/5 Customer Service
#8
14.7 total score
4 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#1
63.9 total score
13 reviews
54% Recommended
62% Value for Money
3.5/5 Customer Service
#2
63.7 total score
13 reviews
54% Recommended
69% Value for Money
3.2/5 Customer Service
#3
56.9 total score
23 reviews
48% Recommended
48% Value for Money
3/5 Customer Service
#4
52 total score
10 reviews
40% Recommended
60% Value for Money
2.7/5 Customer Service
#5
49.5 total score
26 reviews
42% Recommended
46% Value for Money
2.6/5 Customer Service
#6
48.2 total score
8 reviews
38% Recommended
50% Value for Money
2.6/5 Customer Service
#7
44.2 total score
12 reviews
33% Recommended
50% Value for Money
2.2/5 Customer Service
#8
100 total score
3 reviews
100% Recommended
100% Value for Money
5/5 Customer Service
#9
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#10
86.7 total score
2 reviews
100% Recommended
100% Value for Money
4/5 Customer Service
#11
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#12
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#13
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#14
78.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#15
78.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#16
73.3 total score
1 review
100% Recommended
100% Value for Money
3/5 Customer Service
#17
71.1 total score
3 reviews
67% Recommended
67% Value for Money
3.7/5 Customer Service
#18
70.7 total score
2 reviews
100% Recommended
100% Value for Money
2.5/5 Customer Service
#19
69.6 total score
5 reviews
60% Recommended
80% Value for Money
3.4/5 Customer Service
#20
68.4 total score
3 reviews
67% Recommended
67% Value for Money
3.7/5 Customer Service
#21
68.3 total score
4 reviews
75% Recommended
75% Value for Money
3.3/5 Customer Service
#22
59 total score
4 reviews
75% Recommended
75% Value for Money
2.3/5 Customer Service
#23
54.7 total score
3 reviews
33% Recommended
33% Value for Money
3.7/5 Customer Service
#24
47.3 total score
2 reviews
50% Recommended
50% Value for Money
2/5 Customer Service
#25
40.4 total score
3 reviews
33% Recommended
33% Value for Money
2/5 Customer Service
#26
40 total score
1 review
0% Recommended
0% Value for Money
3/5 Customer Service
#27
38.9 total score
7 reviews
29% Recommended
29% Value for Money
2.3/5 Customer Service
#28
37 total score
4 reviews
25% Recommended
25% Value for Money
2/5 Customer Service
#29
36.9 total score
3 reviews
33% Recommended
33% Value for Money
2.3/5 Customer Service
#30
36.3 total score
4 reviews
25% Recommended
25% Value for Money
2.3/5 Customer Service
#31
34 total score
2 reviews
50% Recommended
0% Value for Money
1.5/5 Customer Service
#32
29.3 total score
1 review
0% Recommended
0% Value for Money
4/5 Customer Service
#33
27.8 total score
7 reviews
0% Recommended
29% Value for Money
2.1/5 Customer Service
#34
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#35
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#36
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#37
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#38
26.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#39
25 total score
7 reviews
14% Recommended
29% Value for Money
1.3/5 Customer Service
#40
22.7 total score
2 reviews
0% Recommended
50% Value for Money
1.5/5 Customer Service
#41
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#42
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#43
18 total score
4 reviews
0% Recommended
25% Value for Money
1.3/5 Customer Service
#44
15.1 total score
3 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#45
14.7 total score
4 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#46
13.3 total score
5 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#47
13.3 total score
5 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#48
13.3 total score
4 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#49
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#50
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#51
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#52
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#53
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#54
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#55
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#56
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#57
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#58
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#59
34.7 total score
15 reviews
27% Recommended
33% Value for Money
1.9/5 Customer Service
#60
31.8 total score
12 reviews
17% Recommended
25% Value for Money
2.1/5 Customer Service
#61
30.1 total score
136 reviews
18% Recommended
29% Value for Money
1.6/5 Customer Service
#62
25.5 total score
14 reviews
14% Recommended
36% Value for Money
1.4/5 Customer Service
#63
24.9 total score
16 reviews
6% Recommended
38% Value for Money
1.6/5 Customer Service
#64
21 total score
11 reviews
9% Recommended
9% Value for Money
1.5/5 Customer Service
#65
14.3 total score
23 reviews
0% Recommended
0% Value for Money
1.2/5 Customer Service

Hainan Airlines Reviews

"WORST AIRLINES EVER !!!"

Review

I would like to tell how my lovely trip to China turned out to be a nightmare because of the company irresponsibility. I had a round trip flight Moscow - Kunming with connection in Beijing. Four flights all together. This is the first time that I'm ever seen that delay was for all 4 flights!!!! And it was not for 30 minutes - it was for 3-4 hours!!!! Also for that week and 4 flights I had 2 flight cancellations and 4 delays!!! Furthermore, the company doesn't care if you have another connection flight after. Because of company problem I had to 3 times!!! buy me a connection ticket for the same route. After I contact them to ask to pay me at least for last ticket, i was told that its not possible. Writing this review, I seat at airport, 3rd day in my way home. I'm mad that the company turned out to be so unsupportive. I have to pay for the company's countless delays with my own money. WORST COMPANY !!!!! STRONGLY NOT RECOMMENDED !!!!!!!!!

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Bad dream"

Review

It was late about five hours to departure from Shanghai to Beijing on June 3,2017 then I missed the flight HU7977 from Beijing to Calgary that day.

Three days later, I catched the flight from Beijing to Calgary and could not attend an important meeting on June 6, 2017. It is so bad.

On return, it was ok from Calgary to Beijing on June 24,2017. However, Hainan airline suddenly cancel the flight Hu7603 that night and changed to early morning next day. It was another bad dream.

It was a horrible travel I never had.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"A reflective glimpse into Chinese business practices and the horrors within"

Review

On 9/1 I boarded flight HU482 from Boston to Beijing. The flight was scheduled to depart shortly after 5pm and left on time. However, less than 2 hours into the flight, the captain announced that the plane would be returning to Boston due to a mechanical issue with the plane's toilets. Shortly after 8:30, our plane had returned to Boston and it was announced that the flight was cancelled and a replacement flight would be offered the following day (9/3) at noon. The airline began making arrangements for hotel accommodations at that time.

It was not until midnight that the airline finished filling all of the room requirements for the 150+ passengers that were inconvenienced in this matter. I was among those last to receive accommodation. I was delivered along with others to a hotel in downtown Boston and around 1am had settled into to sleep. Within minutes of doing so, the phone rang and I was given instructions from the hotel's front desk that I should be downstairs in 15 minutes for a shuttle that would take me back to the airport for a 3am flight.

Once at the airport and now boarded yet again, our plane allegedly could not leave due to "missing flight documents". This apparently took more than 90 minutes to locate, during which time myself and others were sitting on the plane waiting. It was around 430am when the plane left the runway from Boston and began its journey to Beijing. As the flight is more than 13 hours in length, airlines customarily offer 2 hot meals and a midflight snack. In this particular flight, no food was offered during the last 6 hours of the flight as 1 of the meals had already been given out during the plane's first attempt to leave Boston earlier that evening.

Regarding this flight, mechanical issues are a serious matter when they affect the safety of those on board. However, with more than 10 years of being a passenger, this is the first ever I've heard of a plane leaving the runway and turning back because of a "faulty toilet". My feeling is this is something the ground crew should have identified and corrected before the flight even took off.

Most alarming was the way in which the airline handled the crisis once the flight was cancelled as it was nothing short of chaos and dismal communication that is unbecoming of any airline operating in the US. Myself being among the last to receive accommodation, I felt it was entirely unreasonable that it should take the airline more than 3 hours to find a hotel room. Following that is the level of miscommunication, where as a passenger I was led to believe the flight would not occur til 12pm the next day, yet received a phone call alerting me to pack my bag and return to the airport after barely 1 hour of being checked into a hotel room. Other examples of poor planning included the additional 1.5 hour delay waiting for "flight documents" and the plane running out of food during the flight.

Finally I find issue with the manner in which Hainan Air approached customer service in a general regard. As in this case it can be reasoned that each and every passenger of flight 482 was wrongfully inconvenienced - the day of a Chinese holiday that many were trying to be home for - it would seem the airline might use whatever resources available to apologize for the delays caused by its actions. As example of this, I wish to state I took special attention to the fact that all but 2 seats in the first class/business section were completely vacant during the entirety of the flight. I personally requested to sit there given that my trip thus far had been nothing short of a nightmare thanks to the airline's handling of my hotel room and the other delays. I was denied, as I had not paid for that "upgrade". Though I was not upgraded, then surely 1 of the many other passengers who were sharing a similar, miserable journey as a Hainan passenger might have appreciated a seat with reasonable legroom and a chance to lie down. With rows of vacant seats to offer, the airline showed little interest in offering any consolation the misfortunates it alone inflicted on this flight, even when such offerings would have come at no cost to the airline itself.

Based on this experience, I have no plans to trust my passage to Hainan airlines in the future and will encourage fellow travelers to do the same.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Ridiculous"

Review

This airline is ridiculous! The flight is been cancelled due to mechanical problem from Boston to Beijing. Nearly 200 people stuck in Boston, yes they did provided hotel voucher. But I told them I have emergency family issue and I had to leave ASAP, they tried to lookup any flights that's available. After 3 hours waiting in airport, the manager told me Unfortunately, our system cannot book any flights for you. We do not have any aliased with other airline, I can change your earliest flight tomorrow which will happen 23 hours later. This is all BS! This is not Joking! Please do not book this airline unless you have tons of time to play with even the airfare is half cheaper than any others. I would like to know if someone can advise me here. I would like to complain more further with this airline. I am taking tonight's plane and wish me LUCK.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Never again."

Review

I should read reviews before I brought the ticket. 8/2/2015 Boston to Beijing, delayed 31 hours. Hainan airline put us in different hotels after 7 hours delay, and we had to share room with stranger. Hainan airline Boston airport workers told us to check with the front desk at the hotel about our new flight time, the airplane had a technical problem. Then hotel desk told us to call hainan airline in China every 2 hours to check, because the hotel is not responsible if we miss our flight for any reason. So 25 hours later at 6pm 8/3, after all the international phone calls we found out we are leaving Boston at 10pm. But we ended up left around 11:30pm. I did had a good sleep on air, after all the stress and frustration in Boston. I got in Beijing airport around 1am, all I wanted was to see my family. I was worry about my parents waiting too long outside, they were very stressed because of my delayed trip. I missed out my family event, which was the reason for this short trip. My 7 day trip to China, now shorten to 5. Very dispointed to miss out my big family event, and having everybody home worried about me. However, after all. Hainan airline gave everybody 500yuan (about 90 dollar) in Beijing airport. Such a jok,lol. I didn't say anything at the moment, because I didn't want my family wait any longer, and really, I didn't have any energy to do so after 44 hours of frustration with them. I emailed hainan airline to complain about my delay when I was back to U.S. on 8/10, and they didn't call me back until now 8/30. Hainan airline said sorry, and the boss told her that there is no compensation beside of that 90 dollars in Beijing. I do think all the customers who on the same flight with me 8/2/2015 5:10pm Boston to beijing, deserved a better compensation from hainan airline. It's not all about the money. It's the stress and frustration they put us thru, and their bed attitude after the flight was delayed. Their manager in Boston airport was hiding himself in the office, there were people request to see him, and he won't talk to anyone. I met people who also missed their connecting flight from Beijing to another city in China, and who missed their U.S. VISA interview appointment, because this delay. I can understand the flight delay, it happens. But 31 hour delay, that NOT because of weather condition? I'm sorry, We should had more than $90 back.
I will never flight with them again for sure.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"Bad experince"

Review

Flew 4 segments by HU, from Moscow thru Beijing to Sanya and back. All the aircraft were quite aged and noisy inside (jingling plastic). No screens for entertainment at all! They offered small pads but all the (quite limited) contents was in Chinese only. Might be OK for domestic flights, but for long-haul international segments I find it unacceptable. For me the foood was acceptable, but those with weak stomachs should think twice. The schedule was changed for 3 flights of 4 after the ticket was purchased. Had to wait for 1 hour at the Beijing airport in the middle of the night for the shuttle to the hotel that HU promised to take care of. Also it was not easy to find their desk to ask for this shuttle, and nobody was meeting us at the arrival.
Being a frequent traveller for more than 20 years I have to say that this was probably the worst service I experienced in this century. I do not think I will ever fly with this airline again, at least will try to avoid it.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"think twice before you fly Hainan again"

Review

the ticket was cheap but think twice to fly it again, if you can stand the poor services. Thefood was terrible bad taste. In fly TV, not only mine but the whole row did not work. Noone cares. when FA served water, they walked by very fast. Everty time I had to stand up and call them and ask for water. They serve warm water. Every time I had to askl for ice water. They are many other things that you feel very unconfortable for a long flight. Think twice to fly it again.

Conclusion
Value for Money:Yes
Customer Service:Poor
Cabin:Economy Class
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"think twice before you fly Hainan again"

Review

the ticket was cheap but think twice to fly it again, if you can stand the poor services. Thefood was terrible bad taste. In fly TV, not only mine but the whole row did not work. Noone cares. when FA served water, they walked by very fast. Everty time I had to stand up and call them and ask for water. They serve warm water. Every time I had to askl for ice water. They are many other things that you feel very unconfortable for a long flight. Think twice to fly it again.

Conclusion
Value for Money:Yes
Customer Service:Poor
Cabin:Economy Class
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"Horrible Experience"

Review

WORST experience EVER! Flew Business Class from Toronto to Shanghai (connecting via Beijing) this past December (2012). Since it was my husband's first trip to China, we decided to stay for 5 days in Beijing.

First of all, the plane is showing its age. Seats are NOT comfortable and leg room is not sufficient for someone over 6ft - my husband is 6ft and he couldn't stretch out his legs if the seat is reclined 1/2 way down. Talk about shitty "Business" class! The WORST!

The headset device is extremely hard to plug in. The flight attendant even had trouble reaching into the AUX in between the seats. When she finally managed to plug in the jack for us, we find out that our seat device is defective...so we flew the whole trip without any music or movies. Good thing I brought my iTouch!

Also "cleanness" is not part of Hainan's goal. The seats were dirty...I asked for an extra blanket just to cover the seat! Crumbs in between the arm rests...it was just BAD!!

Upon arrival in Beijing, we waited over an hour only to find out that they lost our luggage! In the dead of winter, we don't have warm clothes to wear when touring Beijing. The ground staff (baggage claim) at Beijing Airport offered us $100 for the ONE day delay and we were told that we should expect delivery to our hotel the next day. Well that was LIE #1. We didn't receive our luggage until ONE WEEK later...and we were already in Shanghai!

LIE #2, there was no delivery! We were told to travel to Shanghai Hongqiao airport ourselves to 'retrieve' the luggage! The person on the phone said "You can claim the taxi fare with the airline (LIE #3)...and Hainan will compensate for the extra fees incurred (i.e. for purchasing new WARM clothes) but you will have to file a report with receipts (LIE #4)..." When we tried to file the 'report', Hainan (the girl behind the Hainan service counter at Shanghai Hongqiao) told us that they don't have a policy for compensation, and that there's nothing she can do to help. I asked for their head office phone number in China, she told me to look it up online! WTF!!

I did manage to find their head office address in China, as well as their location in Canada. When we returned to Toronto, I emailed their Mississauga (Canada "head office") office without receiving any response. I then sent 2 letters with copies of receipts to their head office in China and Canada, but NO response from either offices. Customer Service is definitely NOT on their "mission" list!

My advice to anyone who wants to consider Hainan...DON'T EVEN BOTHER!

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Business Class
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"bad ground service"

Review

I tried to contact Hainan Air during 7 days by mail, telefone, and live support.
no answer to mail
no answer on live support
phone numbers in china and germany broken/unknown
even at the airport PEK business lounge nobody could tell me how to contact this company other than through the staff at boarding desk!
bussines include limousine service in PEK, but due to non available company I was unable to book this service.

Conclusion
Value for Money:Yes
Customer Service:Very Poor
Cabin:Business Class
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