"seats booked given to someone else"
A Macrae (United Kingdom)
✅ Trip Verified | When we originally booked we chose our seats online. When we checked in we were told the seats we had booked were given to someone else. We were told we were sitting separately and only way we could sit together was to pay £240 for the emergency exit seats, (even though somebody would have had to sit here anyway). When we got to Bejing, the 5 1/2 hour flight to Bangkok was then in a Ryanair style flight and again we were sat apart. Will never use this airline again. Better to fly via the Middle East. Better aircraft, better transfer, better food, better customer experience.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Edinburgh to Bangkok via Beijing |
| Date Flown | September 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"exceptional, friendly and very attentive,"
P Giraud (France)
✅ Trip Verified | The service was simply outstanding on this, my first flight with Hainan Airlines. Very comfortable business class seat on B787, provided with plush Sofitel duvet and bedding beyond anything I have received on other airlines. Food was excellent, many courses and beautifully served. Cabin staff service was exceptional, friendly and very attentive, more than Singapore Airlines and seemed very genuine. Onboard entertainment was okay but lacking compared to many airlines. Look forward to further flights with this airline.
| Aircraft | Boeing 787 |
| Type Of Traveller | Business |
| Seat Type | Business Class |
| Route | Paris CDG to Shenzhen |
| Date Flown | April 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"customer service is extremely slow"
D Warten (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 Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Auckland to Shenzhen |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Hainan Airlines is my favorite"
L Tan (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.
| Aircraft | Boeing 787-9 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Beijing to Boston |
| Date Flown | December 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
“a very pleasant trip”
J Lee (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!
| Aircraft | Boeing 787-800 |
| Type Of Traveller | Business |
| Seat Type | Economy Class |
| Route | Bangkok to Beijing |
| Date Flown | September 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"they are truly excellent"
M O'Driscoll (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.
| Aircraft | Boeing 787 |
| Type Of Traveller | Business |
| Seat Type | Business Class |
| Route | London to Shenzhen via Changsha |
| Date Flown | August 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"their services were pretty consistent"
Tony Shen (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.
| Aircraft | A330 |
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Shanghai to Sydney via Haikou |
| Date Flown | July 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"particularly good travel experience"
H Jang (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.
| Aircraft | Boeing 787-9 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Business Class |
| Route | Beijing to Guiyang |
| Date Flown | July 2021 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"warm and thoughtful service"
Tianpu Qiao (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.
| Aircraft | B787-9 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Business Class |
| Route | Toronto to Beijing |
| Date Flown | May 2021 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"high-quality service of flight attendants"
Guanxiong Liu (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!
| Aircraft | Boeing 787-9 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Business Class |
| Route | Toronto to Beijing |
| Date Flown | May 2021 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
Flat bed seat
In-seat &/or USB power
Onboard WiFi (some int'l routes)
Audio / video on demand
On demand a la carte dining
Fine wines & beverage service
Pillows & duvet / blanket
Pyjamas / Sleepsuit
Amenity kit
Seat pitch : 50 ins
Seat width : 20 ins
Onboard WiFi
Expansive seating options
Shower rooms
Lounge WiFi
Workstations / business area
