✅ Trip Verified
| Beijing to Toronto. What a great experience to take the flight with Hainan Airlines because of the unforgettable assistance we got from Hainan Airlines staff at Beijing Airport! I was bringing my mother-in-law to Canada. However, after we checked in and went through the check point, my mom was notified that her passport was cancelled in 2014 for unknown reason. So she could not fly with me. We were completely lost as we had no idea what had happened. My mom was very sure that this must be a mistake. As all my other family members were 1600 KMS away, I was not sure what I could do -rescheduling my flight to stay with my mom means I have to cancelled a few important meetings, while having my mom flying back to my hometown by herself means I needs to take a big risk - she was over 75 years old and she was already very tired and frustrated. I contacted Hainan Airline in Beijing airport, hoping she could give me some advice. After I briefly explained the situation, staff calmed us down and said she would be very glad to offer assistance. Just after a few minutes, they rushed to the border check point and promised that she would take care of my mom, making sure she could fly back to my hometown smoothly with wheelchair service provided. With her promise that I had faith in, I continued my flight as planned. Luckily, the passport issuing office found the mistake and issued a new one to my mom within 24 hours. The next day, staff spent hours following up my mom's flight arrangement, including pre-booking a premium seat without charging extra fee, having her colleague take care of the luggage, and advising both Beijing and Toronto to provide wheelchair service so my mom would not get lost. Eventually my mom arrived at Toronto safely. My whole family were deeply moved by Hainan Airlines staff. Big thank you, Ms Qi, and big thank you, Hainan Airlines.