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Home > General conditions for international transportation of passengers and luggage
ARTICLE 9 - SCHEDULE, DELAY AND CANCELLATION OF FLIGHT

9.1 Schedule
9.1.1 The flight times and aircraft types shown in timetables may change between the date of publication and the day when you actually travel. We do not guarantee flight times and aircraft types for you and they do not form part of your contract of carriage with us.
9.1.2 Before we accept your ticket reservation, we will notify you of the scheduled flight time in effect at the time, and the scheduled flight time will be shown on your ticket. We may need to change the scheduled flight time subsequent to the issuance of your ticket. If you provide us with contact information, we will endeavor to notify you of any such changes. If, after you purchase your ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, and we are unable to book you on an alternative flight acceptable to you, you will be entitled to a refund in accordance with Article 11.2.

9.2 Cancellation, rerouting, delay, etc.
9.2.1 We will take all measures that could reasonably be required to avoid delay in carrying you and your baggage. We shall not be liable if we have taken all measures that could reasonably be required or it has been impossible for us to take such measures.
9.2.2 Except as otherwise provided for by conventions and laws, if we cancel a flight, fail to operate a flight reasonably according to the schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight on which you hold a confirmed reservation, we shall offer you the following options:
9.2.2.1 We can carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your Ticket; or
9.2.2.2 we can, within a reasonable period of time, re-route you to the destination shown on your Ticket by our own services or those of another carrier, or by other mutually agreed means and class of transportation without additional charge. If the fares and charges for the revised routing are lower than what you have paid, we shall refund the difference; or
9.2.2.3 we can make a refund in accordance with the provisions of Article 11.2.
9.2.3 Upon the occurrence of any of the events set out in Article 9.2.2 , except as otherwise provided for by conventions and laws, the options outlined in Article 9.2.2.1 through 9.2.2.3 are the sole and exclusive remedies available to you and we shall have no further liability to you.
9.2.4 If we are unable to provide the previously confirmed seat, we shall provide compensation to the affected passenger in accordance with applicable laws and our regulations.

9.3 Assistance in the case of flight disruption
9.3.1 Flight status information, meals and accommodations
9.3.1.1 If your departure flight is delayed or canceled in the city of origin due to reasons on our part related to aircraft maintenance, flight rescheduling and crew, we will provide flight status information, meals and accommodations.
9.3.1.2 If your departure flight is delayed or canceled in the city of origin due to reasons related to weather, unexpected event, air traffic control, security, and passenger check which are outside our control, we will provide flight status information and help arrange meals and accommodations for you, and you shall be responsible for all related expenses incurred.
9.3.1.3 We will provide meals or accommodations to you if, for any reasons, your flight is delayed or canceled in the agreed stopping place or your domestic flight is diverted.
9.3.2 Compensation in the case of flight delay

9.3.2.1 Conditions and standards on the compensation
If your flight is delayed due to reasons on our part related to aircraft maintenance, flight rescheduling and crew, we will provide compensation based on the actual situations of delay. If the actual length of delay is four(4) hours or more, but less than eight(8) hours, the compensation for each passenger is RMB 200. If the actual length of delay is eight(8) hours or above, the compensation for each passenger is RMB 400.

9.3.2.2 Methods of compensation
Different methods of compensation are used. We will make compensation in any one of the forms including cash, discount for ticket purchase or PhoenixMiles kilometers, subject to your consent and selection.

9.3.3 Certificate of flight delay or cancellation
We can issue for you a written certificate of flight delay or cancellation at your request.