Passenger Rights Information
Flights departing or connecting in the People’s Republic of China (excluding Hong Kong SAR, Macau SAR and Taiwan)
The following information is a supplement to our Conditions of Carriage.
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Ticket refunds
Where we've offered you a refund in accordance with the applicable fare rules or Conditions of Carriage, we'll complete the refund within seven business days, assuming your account details are valid.
This timeframe does not include bank transaction times, which may vary.
Tarmac delay contingency plan
We're committed to on-time departures so that we can get you to your destination on time.
If, despite our efforts, an aircraft is delayed on the tarmac, we have processes in place to ensure we're addressing your essential needs.
Find information on our tarmac delay contingency plan
Oversales and denied boarding
We take the utmost care in managing each flight, but there may be a slight chance that there are more reservations than available seats on your flight, even though you are holding a confirmed ticket. This may be because of commercial overbooking or restrictions being imposed due to weather conditions or for other safety reasons.
In these circumstances, we will not deny you a seat without first asking for volunteers who are willing:
- to give up their confirmed seat in exchange for compensation in the form of a travel voucher for a specified amount as outlined below, and
- travel on a later, specified flight.
Volunteers will not be entitled to any further payment, refund or compensation.
If there aren't enough volunteers, we may need to deny boarding to one or more passengers involuntarily.
If you're denied boarding involuntarily due to an overbooking of our flight for which you have a valid ticket and a confirmed reservation, we'll provide compensation in the form of a travel voucher eligible for refund and may also cover expenses for any overnight accommodation and meals as required by law, provided that you have:
- met our check-in deadline and other travel requirements, and
- we haven't placed you on another flight that arrives within one hour of your original flight schedule.
We'll provide a denied boarding statement upon request.
| Original flight duration | Booked cabin | Passenger arrives at final destination within four (4) hours | Passenger arrives at final destination outside four (4) hours |
|---|---|---|---|
| Greater than five (5) hours | First | US$300 | US$800 |
| Business | US$200 | US$600 | |
| Premium Economy | US$100 | US$400 | |
| Economy | Nil | US$400 | |
| Less than five (5) hours | All cabins | Nil | US$200 |
| All flights | Child/infant | Compensation applicable to percentage of adult fare paid | |
| Industry/staff | No compensation | ||
Declaring the value of checked baggage
We don't have processes in place for you to declare the value of your checked baggage.