Hainan Airlines

Customer Reviews

5 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 407 reviews
8/10
5 star Skytrax Rating
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3/10

"customer service is extremely slow"

(China)

Despite having a good onboard experience, the overall service is really bad. It’s so bad I’m surprised they are a 5 star airline. First, their website/APP is not so good. It’s difficult to navigate and laggy. Secondly, I could not check in for my flight online. My luggage was not checked through to my final destination. The checkin staff at Auckland airport were awful. I asked can I use my Etihad Guest Membership and after initially not knowing the answer said I cannot as they don’t work with Etihad. I can confirm that Hainan and Etihad are partner airlines and after contacting Etihad my miles are being added. It’s bizarre to me that staff haven’t received training. I asked if the flight was full and they said it is and I can’t move seat. Ultimately, they moved me to a different seat closer to the front which was nice of them. They didn’t offer to prioritize my luggage so I would have sufficient time to collect it in Shenzhen for my next flight as I had to check in before continuing to Shanghai. Upon landing in Shenzhen to make my connection, the plane parked at the furthest point from the airport building and we had to take a bus. After two weeks of going back and forth, their customer service is extremely slow and they offered an explanation but not a solution. I feel the customer service is not good and they conceal a lot of information to ensure they have a smooth working environment.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAuckland to Shenzhen
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"Hainan Airlines is my favorite"

(United States)

Trip Verified | Hainan Airlines is my favorite. Every time I back to China I usually use Hainan airline, the food is great and Wi-Fi and service.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBeijing to Boston
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

“a very pleasant trip”

(China)

Trip Verified | Today, I took Hainan Airlines HU430 flight from Bangkok to Beijing, which is also my first time taking Hainan Airlines. However, I feel very comfortable with the color in the cabin and the service attitude is also very good. It was a very pleasant trip!
AircraftBoeing 787-800
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBangkok to Beijing
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"they are truly excellent"

(United Kingdom)

Trip Verified |  My first trip back to China after 3 years, and what fabulous flights. Nice business class cabin, private flat bed seat and excellent food and drinks. Staff were friendly and nice, and spoke good English. I used the WiFi that was okay, but of course no access to Google etc. Changsha airport is quite nice for the domestic connection as well. I now appreciate why Hainan Airlines is rated 5-Star, they are truly excellent.
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLondon to Shenzhen via Changsha
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"their services were pretty consistent"

(Australia)

Trip Verified | It's the second time we flew with Hainan Airlines from Australia to China, last time we flew with them was before Covid, I have to say their services were pretty consistent, staff member greeted us at the gate entrance by our names and took us to the seat and helped us put all the bags in the overhead lockers, they even offered us a dinner menu and asked us to pre-order our dinner. Throughout the flight, they came and asked us a number of times if they could offer us more drinks or food, I flew with another 5 star airline a few months before in the same class, never received these personalised services. In saying that, I am the platinum member of Virgin Australia which is a partner of Hainan Airlines.
AircraftA330
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteShanghai to Sydney via Haikou
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"particularly good travel experience"

(China)

Trip Verified | When I was seated on the plane, I told the cabin crew that my eyes were a bit dry, and they gave me a bottle of eye drops. When the cabin crew ordered meals for me, I told them that I don’t need the meal and I need to rest. When I woke up, I found that my body was covered with a quilt, and the reading light turned off for me. When the plane descended, the cabin crew took the initiative to provide me with a bottle of warm lemon water and asked me about my resting status. This flight was a particularly good travel experience, and I praised Hainan Airlines.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteBeijing to Guiyang
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"warm and thoughtful service"

(Canada)

Trip Verified | I would like to thank the cabin crew and cabin managers who took the HU 7976 flight from Toronto to Beijing on May 12. Their warm and thoughtful service makes me feel warm and sweet. During this long journey, this brought me a comfortable feeling. Hainan Airlines has deservedly become a five-star airline in mainland China, and it will also become my first choice for travel.
AircraftB787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteToronto to Beijing
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"high-quality service of flight attendants"

(Canada)

Trip Verified | The high-quality service of the flight attendants as always led me to write this comment. The epidemic has greatly affected the global economy, and airlines around the world are no exception. However, all flight attendants continue to maintain HNA's excellent service standards, especially for the business class' FA. I believe I will continue to choose Hainan Airlines flights in the future!
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteToronto to Beijing
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"Thanks for offering such nice flight"

(China)

Trip Verified | Shanghai to Toronto via Beijing. Perfect service, nice food with multiple choices and clean seats as well as washrooms. Thanks for offering such nice flight during this difficult period.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteShanghai to Toronto via Beijing
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"maintains amazing cabin service"

(China)

Trip Verified | This was a wonderful trip, and cabin crew showed warm service and professionalism. Even under the epidemic, HNA still maintains amazing cabin service. The flight attendants try their best to maintain high standards of service to make me feel comfortable and respected. I believe I will choose Hainan Airlines flight next time I travel.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteToronto to Beijing via Xi'an
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes

Hainan Airlines Photos

HAINAN AIRLINES

Hainan Airlines is a privately owned airline, the fourth largest carrier in China. The Airline celebrated its 24th anniversary in 2017. The main international hub is Beijing Airport, other hubs at Chengdu, Chingqing, Changsha, Xi'an and Shangai. Hainan Airlines has a fleet of over 180 aircraft, including Boeing 787-9 / 787-8 / 767-300 / 737-800, A330-200/300, anda further 75 aircraft on order.

NEW UNIFORMS

Hainan Airlines unveiled their new uniforms at Paris Couture Week in June 2017. The fifth-generation Hainan Airlines uniforms highlight the combination of traditional Chinese features and internationally popular elements. The fusion of traditional Chinese elements and popular international fashion created an Oriental masterpiece that turned heads in Paris.

BUSINESS CLASS

Hainan Airlines long haul business class is provided on Boeing 787 and A330 aircraft, with flat bed seats, arranged 1x2x1 and 2x2x2 subject to aircraft type. In addition to luxury amenities, business class service includes an Onboard Chef and full dine on demand.

flat_seatsFlat bed seat
power_iconIn-seat &/or USB power
Onboard WiFi (some int'l routes)
AVODAudio / video on demand
DiningOn demand a la carte dining
WinesFine wines & beverage service
SleepingPillows & duvet / blanket
PyjamasPyjamas / Sleepsuit
AmenitiesAmenity kit

DOMESTIC FIRST CLASS

Domestic first class is provided using a mixture of widebody A330, Boeing 787 and Boeing 737-800 aircraft.

flat_seatsFlat bed seat
Seat pitchSeat pitch : 50 ins
Seat widthSeat width : 20 ins
power_iconIn-seat &/or USB power
No WiFiOnboard WiFi
AVODAudio / video on demand
DiningOn demand dining
WinesFine wines & beverage service
SleepingPillows & duvet / blanket
AmenitiesSlippers, eyeshade etc

ECONOMY CLASS

Hainan Airlines long haul economy class uses Boeing 787, A330 and Boeing 767 aircraft, and also includes Boeing 737-800 on domestic routes.

Seat pitchSeat pitch : 31-33 ins
Seat widthSeat width : 17.2 - 19 ins
Onboard WiFi (some int'l routes)
power_iconUSB power (most int'l routes)
AVODAudio / video on demand
DiningChinese & Western meals
WinesComplimentary beverages & wines
SleepingPillows & blankets
AmenitiesAmenity pack (int'l routes)

LOUNGES

Hainan Airlines have recently opened their flagship international lounge, the HNA Club at Terminal 2, Beijing Capital Airport. They also offer domestic lounges at many airports across China and have a new International lounge opening in Xi'an during 2017.

Lounge SeatingExpansive seating options
Seat pitchPrivate seat pods
Lounge showersShower rooms
WiFiLounge WiFi
Work StationsWorkstations / business area
power_iconCharging facilities
AVODEntertainment area
DiningBuffet & a la carte dining
WinesSelf service bar
SleepingRelaxation rooms
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