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常见问题查询FAQ

关于客票

有效乘机证件?

A:旅客购票和乘机时必须出示的由政府主管部门规定的证明其身份的证件。如:居民身份证、有效护照、军官证、警官证、士兵证、军队文职干部证、军队离退休干部证,16岁以下的未成年人可使用户口薄原件,婴儿可使用出生证明原件。

婴儿票如何购买?

A:如需购买婴儿票,请在大人购票前联系4006006633华夏航空热线电话查询航班是否有婴儿名额,再进行机票购买,CRJ900机型最多承运4名婴儿旅客,空客A320机型最多承运10名婴儿旅客。

办理病退需要哪些手续及资料?

A:(a)旅客购票后,因病不能旅行要求退票,旅客须提供县级(含)以上医疗单位出具的正规诊断证明(或病例)和医药发票的原件或扫描件,证明材料开具时限为航班起飞之前;因病不能旅行要求退票,可免收退票手续费;旅客需提供县级(含)以上医疗单位出具的正规诊断证明(或病历)和医院打印的200元(含)以上医药费收费单的原件或扫描件,证明材料的签发必须在航班起飞之前,且在航班起飞前取消机位;
(b)如在机场(航班规定截载时间后)突然发生病情,或在航班经停站(备降站) 临时发生病情,凭机场医疗中心出具的诊断证明、病历,申请退票免收退票手续费;
(c)与患病旅客乘坐同一航班的陪伴人员要求退票,应与患病旅客同时办理退票手续,免收退票费,但享受免费退票的陪同人员不得超过 2人(需提供陪同人员关系证明)。

申请病退的资料向什么地方提交?

A:机票在哪里购买,病退资料向哪里提交,如果机票是在华夏航空官方网站或者拨打4006006633热线电话购买的机票,有需要提交病退申请的,请提前联系4006006633电话咨询。

如果不小心购买了两张一模一样的机票是否可以选择一张申请全额退款??

A:重复购票只能选择其中一张按照自愿退票处理,无法申请全额退款

华夏航空在哪里可以提前办理登机牌,提前选择座位?

A:华夏航空目前可以通过官方微信等提前办理值机手续。

需要行程单报销联系哪里?

A:如需行程单报销,请在乘坐航班后一周之内联系购买机票的地方打印行程单,华夏航空官网购买的客票可在官网勾选打印行程单,或者联系4006006633协助处理。

身份证号码错了是否可以进行修改?

A:旅客“名字”正确,但“身份证号码”错误,可免费变更3位数(含)以内的“身份证号码”。身份证和护照可进行替换,前提是用护照订票的客票信息上必须为中文名,且中文名必须和身份证件一致才能进行更改。

到达机场后发现身份忘带了该怎么办?

A:可咨询出发地机场公安是否可以协助办理临时乘机证明。

没有乘坐航班,需要办理退票需要联系哪里?

A:如需办理退票,请联系原出票地提交退票申请。

订的机票出票了,是否可以更换乘机人姓名?

A:机票仅限乘客本人使用,出票后无法换用其他姓名登机;针对同音不同字/形近字等错误情况,参照《关于华夏航空电子客票姓名证件填开错误的通知》相关规定执行。

通过华夏航空官网或拨打400600663电话订票是否有订购保险?

A:目前华夏航空官网就400热线电话暂未销售保险,保险为旅客自愿购买,如有需要可提前去机场相关保险柜台购买。

请问我在用身份证订票时,名字全部打的拼音,请问能否登机?

A:机票的上的信息需要和身份证上面的信息一致,姓名全部打成拼音无法正常登机。

在机场自助值机柜台已办理了登机牌,现在不乘机了,登机牌怎么处理?

A:请带上您的身份证、登机牌到达人工值机柜台办理取消。

机场是否有柜台可以打印行程单?

A:重庆机场、贵阳机场设有柜台可打印行程单,航班乘坐后可带上身份证前往柜台打印行程单,建议在一周之内打印,客票超期将无法打印行程单。

关于旅客

无成人陪伴儿童、军残、警残机票是否可以购买头等舱?

A:无成人陪伴儿童、军残、警残机票为特殊客票,有特定舱位限制,不能购买头等舱机票。

一位大人可携带几名婴儿或儿童?

A:婴儿或儿童应由年满18周岁以上的成人携带,目前华夏航空每位成人旅客最多可携带的婴儿及儿童数量为:一名婴儿;或者一名婴儿和一名儿童;或者三名儿童。不能同时携带两名婴儿。

华夏航空有没有无人陪伴老人服务?

A:目前华夏航空暂时没有无人陪伴老人服务。

如果办理了登机牌是否还可以办理升舱?

A:如时间充足,可将登机牌退掉,再联系华夏航空热线电话400600663办理升舱手续,升舱成功后再重新办理登机手续。

无成人陪伴儿童、军残、警残机票是否可以购买头等舱?

A:无成人陪伴儿童、军残、警残机票为特殊客票,有特定舱位限制,不能购买头等舱机票。

大人机票已经购买了,想要添加婴儿或者儿童机票怎么办?

A:建议购买大人机票之前提前查询航班上是否还有婴儿或者儿童名额。如果大人已经购票成功可联系4006006633热线电话,在航班有名额的情况下可为旅客添加婴儿或者儿童机票;婴儿不占座,由家长抱着。CRJ900机型婴儿承运数量为4名,空客A320机型承运数量为10名。

华夏航空是否可以提供轮椅服务?

A:目前华夏航空暂时无法提供轮椅服务,如有轮椅服务需求的旅客请联系出发地机场咨询。

误机了应该怎么办?

A: 如果旅客不慎错过航班,可拨打4006006633热线电话查询机票是否可以办理改签,如遇不签、不改、不退的特价机票,退票手续费100%,但可联系购票地申请退民航发展基金。每个机场都会提前停止办理登机牌,提前的时间可能为45分钟、40分钟、30分钟等,具体时间以出发地机场为准,请购票旅客乘机当天提前2小时前往机场办理乘机手续,以免误机。

请问可以携带氧气袋上飞机吗?

A:乘机时不允许携带任何有氧设备。

可以申请机上用氧吗?

A:飞机上的备用氧气仅用于特殊情况下紧急使用,不做申请使用。

行李常见问题

托运行李包装规定?

A:托运行李必须包装完善、锁扣完好、捆扎牢固,能承受一定的压力能够在正常的操作条件下安全装卸和运输,并应符合下列条件:(1) 旅行箱、旅行袋和手提包等必须加锁;(2) 两件以上的包件,不能捆为一件;(3) 行李上不能附插其他物品;(4) 竹篮、网兜、草绳、草袋等不能作为行李的外包装物;(5) 行李上应写明旅客的姓名、详细地址、电话号码;(6) 行李包装内不能用锯末、谷壳、草屑等作衬垫物。

同行的两名旅客免费托运行李额是否可以叠加计算?

A:搭乘同一航班前往同一目的地的两个(含)以上的同行旅客,如在同一时间同一地点办理行李托运手续,其免费行李额可以按照各自的票价等级标准合并计算。但托运行李尺寸不能超过40X60X100 厘米。

香肠腊肉是否可以随身携带上飞机?

A:香肠腊肉只能打包办理行李托运,不能随身携带。

化妆品是否可以随身带上飞机?

A:旅客只能随身携带少量旅行自用的化妆品(洗发液、沐浴液除外),每种化妆品限带一件,容器容积不得超过100ML,并应置于独立袋内,接受开瓶检查,容积超过100ML,禁止随身携带,只能办理托运。请注意是容器容积不超过100ML,不是瓶子内剩余的液态物品含量。

下飞机后发现行李破损了该怎么办?

A:如发现托运行李破损请及时联系机场行李查询柜台工作人员协助解决您的问题。

花露水、驱蚊液是否可以带上飞机?

A:花露水、驱蚊液属于“易燃”品,乘机是禁止携带的(不能托运)。

锂电池、充电宝额定能量的判定方法?

A:若充电宝上(锂电池)没有直接标注额定能量Wh(瓦特小时),则充电宝(锂电池) 额定能量可按照以下方式进行换算:  
(1)如果已知充电宝(锂电池)的标称电压(V )和标称容量(Ah),可以通过计算得到额 定能量的数值:Wh= V x Ah  
标称电压和标称容量通常标记在充电宝(锂电池)上。
(2)如果充电宝(锂电池)上只标记有毫安时(mAh),可将该数值除以1000得到安培小 时(Ah) 。  
例如:充电宝(锂电池)标称电压为3.7V,标称容量为760 mAh ,其额定能量为:     760 AmAh ÷ 1000 = 0.76Ah     3.7V×0.76Ah=2.9Wh

水果刀、纪念品刀是否可以随身带上飞机?

A:不能随身携带,可办理托运。

玩具枪是否可以随身携带?

A:非仿真类玩具枪、水枪可办理托运,但不能随身携带。玩具仿真枪、玩具枪式打火机不能以任何形式携带(禁止随身携带及托运)。

婴儿车是否可以随身携带还是需要办理托运?

A:尺寸在40X60X100厘米托运行李范围内,没有锂电池等装备的,可打包办理托运,不能随身携带。

婴儿的桶装奶粉是否可以随身携带?

A:如婴儿需食用,可在奶瓶里放入婴儿食用量的未冲兑的干奶粉,桶装奶粉需办理托运,不能随身携带。

乘坐民航飞机,可以随身携带打火机或火柴吗?

A:依航空安全需要,禁止旅客随身携带打火机、火柴乘坐民航飞机。

请问可以携带生鸡蛋上飞机吗?

A:生鸡蛋必须包装妥善,签署免责行李牌才能办理托运,不能随身带上飞机;由于生鸡蛋易碎,在托运过程中有可能损坏,如损坏的鸡蛋造成其他旅客行李受到污染,该旅客需承担相应损失,因此建议旅客不要携带。

糖尿病患者是否可以携带所需药品上飞机?

A:糖尿病病人乘机时携带少量在乘机过程中所需液态急救药及配套治疗器材,其数量应以乘机旅行过程中的用量为限,并出示县级以上医院或医生的证明,在接受安全检查,确认对航空器不构成威胁的可随身携带,具体操作办法及数量掌握由安检人员确定,如有需要携带的旅客可提前联系出发地机场安检进行具体咨询。

可以申请机上用氧吗?

A:飞机上的备用氧气仅用于特殊情况下紧急使用,不做申请使用。

About passenger tickets

What are the Valid Identification Certificates?

A: Valid Identification Certificates mean the documents presented by a passenger when purchasing a ticket and checking in so as to prove his/her identification as prescribed by the competent governmental authorities, such as resident identity card, valid passport, officer certificate of the PLA, police officer certificate, soldier certificate of the PLA, civilian cadre certificate of the PLA, retired officer certificate of the PLA, the original of a household registration booklet (for minors less than 16 years old) and the original of birth certificate (for infants).

How to purchase the infant ticket?

A: If you need to buy an infant ticket, please call China Express Hotline 4006006633 to check whether there is a place for infant on the flight before booking an adult passenger ticket. If there is such a place, you can buy all the tickets needed. CRJ900 aircraft is allowed to carry four infant passengers at most, and Airbus A320 ten ones at most.

What procedures and materials are needed to refund an air ticket due to illness?

A: (a) The originals or scanning copies of the formal diagnosis certificate (or case) issued by the medical unit at or above the county level and the medical invoice shall be presented when a passenger requires refunding his or her ticket due to illness. The issuance date of the certifying materials shall be prior to the take-off of the flight. No refund service fees will be charged for a refund due to the passenger's sickness. The originals or scanning copies of the formal diagnosis certificate (or case) issued by the medical unit at or above the county level and the medical bill with an amount of 200 yuan or more printed by the hospital shall be presented. The issuance date of the certifying materials and the cancellation of the flight reservation shall be prior to the take-off of the flight.
(b) If a passenger suddenly fell ill at the airport (after the prescribed closing time of the flight) or during the stopover (alternate airport), he or she shall be exempt from the fees for refunding procedures upon presenting the diagnosis certificate and medical record issued by the Airport Medical Center;
(c) The passengers accompanying the sick passenger should handle the refunding procedures together with the sick passenger and shall also be exempt from the fees for refunding procedures, but the number of such accompanying passengers shall not exceed two (the certificate verifying the relationship between these passengers should be presented).

Where should I submit the materials to apply for ticket refunds due to illness?

A: You should submit the materials to apply for ticket refunds due to illness to the place where you bought the ticket. If you purchased the ticket at the official website of China Express or through the hotline 4006006633, please inquire about the application for ticket refunds through the hotline in advance.

If I carelessly bought two identical tickets, could I apply for a full refund on one ticket?

A: We are very sorry that you can only apply for the voluntary refund on one ticket instead of a full refund.

Where can I handle the check-in procedures and select a seat in advance?

A: You can handle the check-in procedures in advance via the WeChat official account and other channels of China Express.

How can I get the ticket itinerary for reimbursement?

A: You can contact the ticket office or counter where you bought the ticket within one week after the flight to get the itinerary print. When you book the ticket at the official website of China Express, you can check the checkbox of printing the ticket itinerary. You can also call 4006006633 to deal with it.

Can I correct the wrong ID number?

A: If the passenger name is correct but the ID number is wrong, at most three figures of the ID number can be modified for free. The ID card can be replaced by passport, provided that the Chinese name is on the ticket booked with passport, and consistent with that on the ID card.

What should I do if I found I forgot taking my identification certificates when I arrive at the airport?

A: You can ask the police at the airport of departure whether they can issue a temporary certificate for boarding.

What should I do if I want to refund the ticket?

A: You can submit an application for ticket refunds to the place where the ticket was issued.

Can I change the passenger name on the ticket issued?

A: The ticket is only for the passenger’s own use. After it is issued, its passenger name can’t be changed into someone else’s name. In case of errors such as homophones or characters with similar forms, the Notice of China Express on Errors in the Passenger Name of Electronic Ticket shall prevail.

Can I purchase insurance when I book a ticket at the official website of China Express or through the hotline 400600663?

A: You can purchase insurance at the official website of China Express. We are very sorry that such service is not available through the hotline 400 at the moment. In need of insurance, passengers can buy it at relevant insurance counter in the airport in advance.

When I booked a ticket with ID card, I input the passenger name with Chinese pinyin. Then, can I board the plane?

A: The information on the passenger ticket should be identical with that on the ID card. You can’t board if the passenger name is in the form of Chinese pinyin.

I have gotten the boarding pass at the self-service check-in counter, but now I want to cancel the flight, how should I deal with the boarding pass?

A: You can cancel the flight at the manual check-in counter with your ID card and boarding pass.

Is there a counter at the airport to print the ticket itinerary?

A: Such counter is available at Chongqing Airport and Guiyang Airport. Passengers can go to the counter to print the ticket itinerary upon presenting ID card within one week after the flight, and no ticket itinerary can be printed overdue.

About passengers

Whether unaccompanied minors and disabled veterans and policemen could book first-class tickets?

A: Unaccompanied minors and disabled veterans and policemen are special passengers, subject to special restrictions on cabin application. The first-class tickets are not sold to them.

How many infants or children could an adult passenger take along?

A: Infants or children should be taken along by adults over 18 years old. At present, every adult passenger of China Express is only allowed to take along one infant; one infant and one child; or three children. Two babies shall not be taken along by one adult passenger.

Is there any unaccompanied elderly passenger service?

A: We are very sorry that China Express doesn’t provide the unaccompanied elderly passenger service at the moment.

Can I upgrade my cabin after I get my boarding pass?

A: If time allows, you can send back the boarding pass and then call China Express Hotline 400600663 to upgrade your cabin. If you succeed, you can check in again.

Whether unaccompanied minors and disabled veterans and policemen could book first-class tickets?

A: Unaccompanied minors and disabled veterans and policemen are special passengers, subject to special restrictions on cabin application. The first-class tickets are not sold to them.

How to purchase an additional infant or child passenger ticket after the adult passenger ticket has been booked?

A: It is advisable to check in advance whether there is any quota for infants or children on the flight before purchasing adult passenger tickets. If the adult has booked a ticket, he or she can call the hotline 4006006633 to book additional infant or child passenger tickets if there are still places for them on the flight. Not occupying seats, infants are held by parents. The number of infants carried by CRJ900 and Airbus A320 is 4 and 10 respectively.

Is there wheelchair service?

A: We are very sorry that China Express doesn’t provide wheelchair service at the moment. In need of such service, the passenger can consult the airport of departure.

What should I do in case of missing the flight?

A: If you missed the flight, you can call the hotline 4006006633 to check whether the ticket can be rerouted. The fees for refunding the special ticket which can’t be rerouted, changed or refunded is 100%, but the passenger can contact the ticket office or counter where the ticket was bought to apply for certain refund from the Civil Aviation Development Fund. Each airport will stop handling the check-in procedures 45 minutes, 40 minutes or 30 minutes, etc. in advance. The specific time is prescribed by the airport of departure. Passengers are recommended to go to the airport two hours in advance to handle the check-in procedures so as to avoid missing the flight.

Can I carry the oxygen bag on the plane?

A: We are sorry to tell you that no aerobic equipment is allowed to be carried on the flight.

Can I apply for on-board use of oxygen?

A: The supplementary oxygen on the aircraft is only for emergency use under special circumstances. Passengers are not allowed to apply for the use of oxygen during the flight.

About the baggage

What are the provisions for packing of checked baggage?

A: The checked baggage must be packed properly, locked and fastened in place. They should be able to withstand a certain pressure and ensure safe handling and transport under normal handling conditions. Checked baggage should meet the following requirements: (1) Suitcases, travel bags and handbags etc. must be locked;
(2) More than one parcel should not be bundled into one;
(3) Additional items should not be attached to or inserted into the baggage;
(4) Bamboo baskets, string bags, straw ropes, straw bags, etc. should not be used as outer packaging for the baggage;
(5) The name, detailed address and phone number of the passenger should be clearly marked on the baggage; and
(6) Sawdust, chaff, grass clippings, etc. should not be used as underlay in the package of the baggage.

Can the free baggage allowance of two passenger companions be calculated together?

A: If two (included) or more passengers on the same flight to the same destination check in baggage in the same place and at the same time, the free baggage allowance may be consolidated and calculated as per the class of segments purchased by the passengers. But the volume of such baggage shall not exceed 40 x 60 x 100 cm.

Can I take sausage and bacon along with me on the plane?

A: Sausage and bacon can only be packed in checked baggage; they can’t be taken as a carry-on item.

Can I take cosmetics along with me on the plane?

A: Passengers can carry a few cosmetics (except shampoo and body wash) for their use when boarding on the flight. Each type of cosmetic, which can be carried, is limited to one piece, and its container volume is no more than 100 ml. It should be placed in a separate bag and the unpacking inspection can be conducted for the cosmetic. If the volume exceeds 100 ml, the cosmetic can’t be taken as a carry-on item but should be checked in. Please note that it is the container volume instead of the volume of the remaining liquid in the bottle that shall not exceed 100 ml.

What should I do if I find my baggage damaged after I get off the plane?

A: In this case, please contact the baggage checkout counter personnel at the airport for assistance.

Can I take toilet water and repellent liquid along with me on the plane?

A: Toilet water and repellent liquid are “flammable” items, which can’t be carried (checked in) on the plane.

What are the methods to judge the rated energy of lithium battery and charge pal?

A: If no rated energy (Wh) is marked on the charge pal (lithium battery), the rated energy can be calculated as follows:
(1)If you know the nominal voltage (V) and capacity in ampere-hours (Ah) of the charge pal (lithium battery), you can calculate the rated energy according to the following formulation: Wh= V x Ah.
The nominal voltage and capacity in ampere-hours are often marked on the charge pal (lithium battery).
(2) If only the milli-ampere-hours (mAh) are marked on the charge pal (lithium battery), you can divide that number by 1,000 to get ampere-hours (Ah).
E.g.: If the charge pal (lithium battery) has a nominal voltage of 3.7V and a capacity of 760 mAh, its rated energy can be calculated: 760 mAh / 1000 = 0.76Ah  3.7V×0.76Ah=2.9Wh

Can I take fruit knife or souvenir knife along with me on the plane?

A: The fruit knife or souvenir knife can’t be taken as carry-on items; they can be checked in.

Can I take toy gun along with me on the plane?

A: Non-simulation toy gun and water gun can be checked in; they can’t be taken as carry-on items. Simulation toy gun and toy-gun lighter can’t be carried in any form (neither carried nor checked in).

Should the baby carriage be carried along or checked in?

A: The one with a volume less than 40 x 60 x 100 cm and without lithium battery can be packed and checked in; it can’t be taken as carry-on item.

Can I take canned milk powder along with me on the plane?

A: To feed an infant, a certain amount of milk powder can be put in a feeding bottle. Canned milk powder should be checked in; it can’t be carried along with passenger.

Can I take a lighter or a box of matches along with me on the civil aircraft?

A: For the sake of security, passengers are not allowed to take a lighter or a box of matches on the civil aircraft.

Can I take raw eggs along with me on the plane?

A: Raw eggs must be properly packed and checked in after signing the luggage tag disclaimer; they can’t be taken as carry-on item. Since raw eggs are fragile, they may be damaged during the journey. If the damaged eggs contaminated the baggage of other passengers, the egg owner should undertake the responsibility for making up for loss, so it is not advisable to carry raw eggs.

Can diabetics take required medication along on the plane?

A: If diabetic passengers need to take liquid rescue medication and corresponding treatment device during the flight, the amount should be limited on the basis of the dosage needed during the flight, and a certificate issued by a hospital or doctor above the county level shall be presented. Those that are confirmed not constituting a threat to the aircraft via safety inspection can be taken as carry-on items, and the specific operation methods and quantity shall be determined by the security personnel. The passengers in need of carrying the above-mentioned items may consult the security personnel at the airport of departure in advance.

Can I apply for on-board use of oxygen?

A: The supplementary oxygen on the aircraft is only for emergency use under special circumstances. Passengers are not allowed to apply for the use of oxygen during the flight.
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