Hainan Airway's reputation for fantastic service is well deserved, though its coordination with partners is at times poorly executed. Highlights: - Flight attendants are personable, engaging, linguistically talented, and extremely service oriented, especially in business class. They are always available, eager to please, and quick to smile. Bathrooms are kept spotlessly clean, being touched up between each use on my Brussels to Beijing flight. Special accolades to Momoka on the 22 May 2025 HU 0492 BRU-PEK flight, who really went above and beyond to ensure the perfect cabin experience to the passengers in her zone. The cabin manager, Zhi Jianru expertly manged the flight that day, making it a real pleasure for passengers. - Pilots are communicative, frequently sharing updates and conditions. - The aircraft are well maintained, the food delicious, and the whole on-board experience feels very professionally managed. Opportunities: - Coordination with partners: the feeder airline on my London to Brussels flight was Brussels Airlines, and they refused to let me board, saying Hainan needed them to verify my credit card and passport. I handed both to the Brussels representatives in London, who had no idea what to do next and refused to call Hainan Airlines. For 2.5 hours, I stood at the counter, calling Hainan, trying to get the Brussels reps to speak to them, and made no progress. Each Hainan representative advised that there were no issues with my tickets, but the Brussels staff would not proceed. Finally I found a manager, who allowed me to check in and catch the aircraft, almost missing the flight. - Politics: Hainan crew are required to wear pins indicating their political party affiliation, which unfortunately brings politics into an otherwise lovely travel experience. Much of the on board entertainment includes political programming. I would definitely fly Hainan again, but would avoid any itineraries that require coordination with partners, especially Brussels Airlines.

Hainan Airlines was great. Enjoyed the services and cabin atmosphere great.

This airline company's flight is truly the best I have ever taken. First, Their food is great a noodle or rice (rice is a little bit worse) Second, they got a fancy tablet on your seat, but only business class can get a console controller which you can control the tablet games. But you know China's Check-in service is a little bit worse.

Hainan Airlines is a 5-star airlines by SkyTrax 2018 however, the experience is not as good as they promoted on the website. The aircraft they use for the Sydney to Changsha service is Airbus 332, however the business class configuration is 2 -2 -2 which is not convenient for the business class traveller. The inflight entertainment system is terrible, even worse than AirAsia, the budget airlines, very limited movies and games. The screen is pretty tiny which is a lot worse than the one in Cathay Pacific economy class. Food is good and they offer a variety of the choice but the taste is really bad and is too salty! They do offer complimentary drinks but they choice is very limited and the quality is super sad. Lounge is probably the worst, in SYD airport they use skyteam lounge, because this lounge is shared with all the skyteam airlines, so it is busy all the time and is hard to find a seat. In Changsha they use airport lounge, and the lounge is extremely tiny and theres no hot meals and drinks. The only thing they can provide are fruit , water , instant noodles. Overall, this is a terrible airlines that I'm not going to fly with again.

Hainan Airlines is a 5-star airlines by SkyTrax 2018 however, the experience is not as good as they promoted on the website. The aircraft they use for the Sydney to Changsha service is Airbus 332, however the business class configuration is 2 -2 -2 which is not convenient for the business class traveller. The inflight entertainment system is terrible, even worse than AirAsia, the budget airlines, very limited movies and games. The screen is pretty tiny which is a lot worse than the one in Cathay Pacific economy class. Food is good and they offer a variety of the choice but the taste is really bad and is too salty! They do offer complimentary drinks but they choice is very limited and the quality is super sad. Lounge is probably the worst, in SYD airport they use skyteam lounge, because this lounge is shared with all the skyteam airlines, so it is busy all the time and is hard to find a seat. In Changsha they use airport lounge, and the lounge is extremely tiny and theres no hot meals and drinks. The only thing they can provide are fruit , water , instant noodles. Overall, this is a terrible airlines that I'm not going to fly with again.

Hainan Airlines is a 5-star airlines by SkyTrax 2018 however, the experience is not as good as they promoted on the website. The aircraft they use for the Sydney to Changsha service is Airbus 332, however the business class configuration is 2 -2 -2 which is not convenient for the business class traveller. The inflight entertainment system is terrible, even worse than AirAsia, the budget airlines, very limited movies and games. The screen is pretty tiny which is a lot worse than the one in Cathay Pacific economy class. Food is good and they offer a variety of the choice but the taste is really bad and is too salty! They do offer complimentary drinks but they choice is very limited and the quality is super sad. Lounge is probably the worst, in SYD airport they use skyteam lounge, because this lounge is shared with all the skyteam airlines, so it is busy all the time and is hard to find a seat. In Changsha they use airport lounge, and the lounge is extremely tiny and theres no hot meals and drinks. The only thing they can provide are fruit , water , instant noodles. Overall, this is a terrible airlines that I'm not going to fly with again.

I am a Director of two companies live in Melbourne, Australia. I am manufacture laser equipment for doctors and cosmetic clinics throughout Australia at a factory in Weifang, China and always fly business class to China with other airlines, which is usually a very pleasant experience. As a nervous flyer, I usually have a few drinks to relax just after takeoff then take two Valium tablets and go to sleep for a few hours. I had NO drinks prior to this as had just driven two hours from the Mornington Peninsula to the airport. I asked the air-hostess for a couple of drinks and consumed one small glass of Vodka and two glasses of wine. I was then refused a drink they until dinnertime some 9 hours later and still then refused a drink for no reason for the rest of the flight. I had a witness, Ms Linda seated directly on the left side of the plane, who appeared was of Chinese descent and said she was from Adelaide. Ms Linda gave me her mobile number as witnessed the whole event. She said it was very poor of the airline and could not believe my treatment, as I was not at all drunk or even over the legal limit even if driving a vehicle as would be impossible. Some nine hours after not being served any alcohol at dinner time and after the initial three drinks an hour after take-off as previously stated, the air-hostess still said no and then another hostess just laughed and said we are empty! This indeed seemed to be of some amusement for the cabin crew treating me this way and humiliating to say the least. I then called for actual the co-pilot of the plane who was a very nice fellow called Mr Flavio Olivari who said I should get a refund as my treatment very poor and to mention his name. He said he could not make them serve me a drunk but was very poor from the cabin crew. Coming home my seat would not recline and there was no sound on the movie tablets! After no response to several emails and letters, I engaged law firm, 'Collins Biggers & Paisley Lawyers’ in Melbourne and they received a response yesterday by the same email address; [email protected] saying; "Good afternoon. Via understanding the situation, cabin crews in your flight offered you service strictly according to process. Welcome you choosing our flight again. Best Regards. Beijing Capital Airlines" This was a slap in the face and doesn't even make sense and don't even say a contact name. Do yourself a big favour and NEVER fly with Hainan Airlines! Yours Sincerely, Brendan Byrne Director of MCT Pty Ltd Director of B & T Entertainment Pty Ltd

It was late about five hours to departure from Shanghai to Beijing on June 3,2017 because of aircraft control 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.

MEL-XIY / XIY-CSX-MEL Good, but not exceptional. All flights had issues with the IFE system - sound only in left channel on one flight. Dead spots on touch screen on another. Also, inconsistent offering of movies and games. Excellent cabin crew, present throughout flight offering refreshments, and responding to requests. English was limited. Limited information from the flight deck - apart from welcome message, nothing else was heard. At the first sign of turbulence, the seat belt light was switched on, and remained on for the flight. Satisfying catering - generous offerings, a reasonable selection of beverages. Ground staff was the biggest issue. Baggage wasn't checked through on return flight from Xi'an to Melbourne with transfer in Changsha. We were required to collect, and re-check baggage - according to airline website though, this service is offered. On arrival in Changsha cabin crew informed us that ground staff would assist with transfer. Apart from initial staff member at door, no other ground staff present, until check-in opened. All airports, there was at least 30-40 minute wait for any luggage - this included business class and priority passengers luggage.

I had the best in-flight service I've ever recieved on an airline. I had purchased my flight 6 months prior to the actual trip. My flight was 14 hours and as it ended up, I was 4 months pregnant at the time. I voiced my concerns about comfort to the flight attendant from the beginning, just to make them aware. To my surprise, two very amazing flight attendants Mica and Zoe went above and beyond. I was able to sleep comfortably because they found me a row of seats all to myself. They ensured I was able to eat every meal. I have never received such great service and care. I'm especially thankful for these two and their efforts. Thank you Mica and Zoe!