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 268 reviews
8/10
5 star Skytrax Rating
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9/10

"certainly fly with them again"

(United States)

Trip Verified | New York to Chongqing. During the trip, I flew two international flights and two domestic flights with Hainan Airlines. For all the four flights, the airplanes were Boeing 787 and looks very new. Everything on the airplane is in excellent condition. All flight attendants were polite, professional and caring. I will certainly fly with them again.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteNew York to Chongqing
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"the crew were spot on"

(United Kingdom)

Trip Verified | Manchester to Shanghai via Beijing. My family use this airline on a regular basis and it can be hit and miss, one trip is super and the next amateurish. This time it was good, the crew were spot on and my only real grumbles are the quality of the lounge and the very old limited selection of films and TV programs which are terrible along with the old aircraft used on the winter service which are tired. Some crew have poor English skills which you may say isn't a shock as its a Chinese airline but if they want to cater for the UK markets then they need to provide a service in the language they fly too. I have flown to Italy with them as well and there were Italian speaking staff on the flight and it was easier to speak Italian for me than English at times. We will continue to use Hainan as it flies where we want to although the domestic flight to connect to the International one going back to Europe is generally late, there is not enough time to transfer terminals and whilst I have not missed a connection my family have had bags miss and we know of several other passengers who don't connect so in winter this is a problem as there is no daily service, in summer it's a 24 hour delay at best.
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteManchester to Shanghai via Beijing
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"such poor communication and customer service"

(Thailand)

Trip Verified | Bangkok to Toronto return via Beijing, outward in July and returning August 2017, and I would not recommend them. I had delays on both outbound and inbound journeys which totaled 52 hours in delays which I believe is unacceptable. While I got a good price, the information was very poor. When I checked into Bangkok airport I was notified of a 3 hour delay. This turned into a 6 hour delay and eventually an 8 hour delay (we were initially suppose to leave at 1:40am and took off at 10am). As there we no Hainan Airlines ground staff at the airport until 6am I had to call China to get updates. When ground staff turned up at the gate at 6am they gave us a small snack box as compensation. At Beijing Airport we were told we had missed our connection and told to go and collect our luggage with little guidance from the ground staff. We asked Hainan to be put us on another airline but we told that was not possible and we would have to wait 24 hours until our next flight (we missed our connection by 30 minutes and they didn't hold the flight). I asked if I could push my return trip back by one day but I was told that this was not possible. The Beijing Airport hotel we were put up in was in poor condition (my hotel room has a wall covered in mold) and the food at the hotel was inedible. On returning to Beijing Airport we found out that we had another 3 hour delay to our flight. No compensation was provided for this delay. When we did finally board the aircraft we waited on the tarmac for an additional 2 hours (supposedly for weather delays). When I arrived at Toronto airport I was told there would be a 1 hour delay (which turned into a 2 hour delay). Arriving into Beijing I was told that I had missed my connecting flight and I would need to wait another 24 hours for the next flight. I complained about the previous hotel and was put into a slightly better hotel than the outward journey but still smelled of cigarette smoke (despite being in a non-smoking room with an ashtray) Despite all of the delays I received very little compensation. I have never received such poor communication and customer service.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteToronto to Bangkok via Beijing
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"the greatest value airline"

(United States)

Trip Verified | San Jose to Beijing. I was astounded by the value of this round trip flight, plenty of domestic trips cost more than $450. The service from the crew was excellent and made me feel quite pampered. They were attentive to requests for drinks and snacks with a smile. In flight entertainment had a varied selection and I made a few notes for movies that I didn't have time to get to. They even offer an open drink & snack bar in the back galley during quiet period. Definitely the greatest value airline I've traveled with.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSan Jose to Beijing
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"provided excellent services"

(United States)

Trip Verified | Beijing to Chicago. Boarding and departure was on time and the ground staff in Beijing superb. The 787 looked almost new. The flight attendant was polite and super friendly to us. The seat was quite comfy and had excellent leg room. The meals were tasty and filling. Overall, they provided excellent services. We will definitely try to fly Hainan Airline in the future.
AircraftBoeing 787-8
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteBeijing to Chicago
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

Hainan Airlines customer review

(United States)

Trip Verified | Shanghai to Boston via Beijing. Long check in line at Shanghai PVG, very small presence. Usual departure mayhem not airline specific. Flight was uneventful and unremarkable, could have been domestic AA, DL or UAL. Transfer at Beijing was a pain. Had to pick up checked bag and drag it to next terminal to recheck, and go back through lines again! Gate departure from Beijing was weird. No announcement, no boarding by rows or zones, just very distant gate. They did not even change the display to show boarding, etc. No English spoken. Crammed bus transfer then up outdoor stairs to Boeing 787. Cabin was clean, seats okay with nice high backs. PET was awful, Western content was odd. Inflight service was rushed and robotic. Cold, like much customer service in PRC. Beverage service was skimpy (1/3 plastic glass of wine), food nondescript Asian. Very basic experience all around. Overall, not any where near experience on other 5 Star carriers.
AircraftBoeing 737 / 787
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteShanghai to Boston via Beijing
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"beyond my expectation"

(China)

Verified Review | Chengdu to Boston via Beijing was beyond my expectation. The stewardesses were kind and nice, the meals on the plane were impressive, during the flight there were 3 meals, there were several choices for each meal and taste was great. The media in front of the seat included lots of entertainments, including movies, music, games, journey maps etc. The flight also provided earphone, patches, toothbrushes, toothpaste, socks and blankets for free. There was also wifi during the flight, sadly, during the first flight there was something wrong with the wifi, while the flight back was fixed and the wifi was good to use. All in all, it was a great and impressed journey.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteChengdu to Boston via Beijing
Date FlownNovember 2017
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

"enjoy three meals in my trip"

(United States)

Verified Review | Beijing to Boston. In this trip, I was very late (almost too late to catch the flight!). The ground staff waited me until last minute. Hainan Airlines provides pillow, eye-shade, toothbrush and earplug which makes me sleep better and this international flight provides WiFi service. I like the food with various choices and enjoy three meals in my trip.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBeijing to Boston
Date FlownNovember 2017
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

"impressed by the service"

(United States)

Verified Review | Boston to Shanghai. I am very impressed by the service provided by Hainan Airlines. The ground crew was top notch, I was served once I showed up at the counter and was provided a lounge invitation, the process lasted less than 2 minutes. The boarding process was smooth and staff was professional and welcoming. Would definitely fly with HNA again because of its ground and cabin crew excellent services!
AircraftBoeing 787
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteBoston to Shanghai
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"the best service in China"

(China)

Verified Review | San Jose to Beijing. Hainan Airline has the best service in China. The staff are friendly, patient and helpful. Food is over the average compared to other airlines. I would definitely consider taking it again for my next travel. And I believe you won’t regret taking it for your next trip.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSan Jose to Beijing
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

Hainan Airlines Photos

HAINAN AIRLINES

Hainan Airlines is a privately owned airline, the fourth largest carrier in China. Celebrating its 24th anniversary in 2017, Hainan Airlines is the only Chinese mainland carrier to be ranked as a 5-Star Airline. 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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