Hainan Airlines (www.hainanairlines.com) has a 1.8 out of 5 rating on OK.one, based on 149 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 70% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 89 of them were added in the last 12 months. Last updated 2026-10-25.
What reviewers say
AI generated
Most reviewers were unhappy with their experience overall. Customers frequently complained about unexpected flight cancellations, unhelpful customer service representatives, and extremely long waiting times when trying to resolve urgent travel issues. Travelers additionally mentioned major difficulties with the online booking process, severe baggage handling problems, and consistently poor communication from the airline staff members.
Some people were satisfied with the attentive cabin crew, comfortable seats featuring extra legroom, and overall smooth on-time flights. A few other people also felt that the high quality of the food and the warm overall hospitality fully met their expectations during the journey.
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Probably the worst food and experience I have ever had on a flight. First of all, after departing Edinburgh towards Beijing, we did not even get water. We had to wait 3 hours till the food service to get a drink. During the first service, drinks have already ran out.
Our suitcase was broken on arrival and the customer service is absolutely appalling. It's been nearly half a year and we have barely had any communication with the airline, not the mention any sort of refund ...
Worst airline ever! Awful service. They try to find a way to make you pay. I was at the counter discussing with them, and as I stood there they probably charged 5-8 people around me for different stuff…
Also you can not have ANYTHING else in your ski / snowboard bag. According to them, helmet, winter gloves, ski pants and jacket is not «equipment» - 1200cny extra….
the smallest seats iv ever experience on a long haul flight. so uncomfortable . the staff barely spoke any english which was challenging throughout the flight . i understand it’s a chinese airline but some basic english would help . they woke me and my husband up like 5 times asking if we wanted dinner .. we said no every time yet they kept waking us up. they gave me a shake at one point to ask me!. .
when they came round with the drinks with dinner i ask what they had.. they replied “water” cool that’s my only option!. for a ten hour flight they came round only
twice with dinner and breakfast… nothing in between . i was dehydrating . the toilet floors were soaking and flooded throughout the flight. hygiene obviously wasn’t a priority . I was in japan and china for over 2 weeks and didn’t get unwell. I am now sitting at home with some sort of virus after this flight. The majority of the passengers were coughing for the duration of the flight . This flight was good for a quick direct flight back to scotland . that’s all.
No online check in, the plane was very dated, just 3 choices of English content on the entertainment system (all obscure) and only one channel worked, food average like a Chinese takeaway, no alcoholic drinks. The seats however were very comfortable and they had chicken sandwiches, biscuits and coffee as the rear of the plane, discovered by accident.
PATHETIC COMPANY 🤮🤮🤮🤮🤮🤮🤮
VERY VERY VERY BAD FLY EXPERIENCE!!
TRY NOT TO FLY WITH THIS COMPANY
TERRIBLE SERVICE 🤮🤮🤮🤮🤮🤮
ON A FLIGHT FROM CHONGQING TO MADRID OF AROUND 13 HOURS, WE CHECKED IN HONG KONG THROUGH HONG KONG AIRLINES, HONG KONG-CHONGQING LAY, AND THEN CHONGQING-MADRID. HAVING PAID MONTHS IN ADVANCE FOR A SEAT AT THE FRONT OF THE PLANE, THEY GAVE US SEATS AT THE BACK OF THE PLANE ON THE FLIGHT TO MADRID. I complained at the check-in counters and they told me that the Hainan Airlines counter would change my seat without any problems. I went to the Hainan Airlines counter and, apart from the fact that no one spoke English and everything had to be done with a mobile phone translator, they said they couldn't do anything and that once I arrived in Chongqing I should mention it at the airport counter. Obviously, when I arrived in Chongqing there was no one at the counter and they told me they were very sorry, that everything was sold out and they couldn't give me my seats. After waiting an hour inside the plane without being allowed to leave, we finally took off and I was subjected to four hours of unpleasant turbulence, plus the constant wobbling of the tail rudder, which I hate and that's why I pay for seats in front. At the end of the flight, they told me they would write to me and compensate me, but a month later, I've heard absolutely nothing. Pathetic airline. Highly unrecommended. Do not fly with them!
¡COMPAÑÍA PATÉTICA! 🤮🤮🤮🤮🤮🤮🤮
¡UNA EXPERIENCIA MUY MUY MALA!
NO VUELEN CON ESTA COMPAÑÍA.
SERVICIO TERRIBLE 🤮🤮🤮🤮🤮🤮
EN UN VUELO DE CHONGQING A MADRID DE UNAS 13 HORAS, HICIMOS EL FACTURADO EN HONG KONG CON HONG KONG AIRLINES, HONG KONG-CHONGQING LAY Y LUEGO CHONGQING-MADRID. HABIENDO PAGADO CON MESES DE ANTELACIÓN POR UN ASIENTO EN LA PARTE DELANTERA DEL AVIÓN, NOS DIERON ASIENTOS EN LA PARTE TRASERA EN EL VUELO A MADRID. Me quejé en los mostradores de facturación y me dijeron que en el mostrador de Hainan Airlines me cambiarían el asiento sin problema. Fui al mostrador de Hainan Airlines y, además de que nadie hablaba inglés y todo tenía que hacerse con un traductor de móvil, me dijeron que no podían hacer nada y que, una vez en Chongqing, debía mencionarlo en el mostrador del aeropuerto. Obviamente, cuando llegué a Chongqing no había nadie en el mostrador y me dijeron que lo sentían mucho, que todo estaba agotado y que no podían darme mis asientos. Después de esperar una hora dentro del avión sin poder salir, por fin despegamos y tuve que soportar cuatro horas de turbulencias desagradables, además del constante bamboleo del timón de cola, que detesto y por eso pago por asientos delanteros. Al final del vuelo, me dijeron que me escribirían para compensarme, pero un mes después, no he recibido ninguna noticia. Aerolínea patética. Totalmente desaconsejable. ¡No vuelen con ellos!
這家公司太差了🤮🤮🤮🤮🤮🤮🤮
非常非常非常糟糕的體驗！ ！
千萬別搭這家公司的班機！
服務差勁透頂🤮🤮🤮🤮🤮🤮
從重慶飛往馬德里，大約13小時的航班。我們先在香港辦理了香港航空的登機手續，航班號碼是香港-重慶，然後是重慶-馬德里。我們提前幾個月就預訂了飛機前部的座位，結果飛往馬德里的航班卻給了我們飛機後部的座位。我在報到櫃檯投訴了，他們告訴我海南航空櫃檯可以毫無問題地幫我換座位。我去了海南航空櫃檯，結果除了沒人會說英語，所有事情都得用手機翻譯之外，他們還說他們什麼也做不了，讓我到了重慶再去機場櫃檯說明。可想而知，我到了重慶之後櫃檯根本沒人，他們告訴我非常抱歉，所有座位都已售罄，無法給我換座位。我在飛機上等了一個小時，期間不被允許下飛機，飛機終於起飛了。接下來的四個小時裡，我經歷了令人難受的顛簸，再加上尾舵不停地晃動——我最討厭這種感覺，所以我才買了前面的座位。下飛機的時候，他們說會寫信給我賠償，但是一個月過去了，我一點消息都沒有。這家航空公司太差勁了。強烈不推薦。千萬別搭他們的班機！
最低の会社です🤮🤮🤮🤮🤮🤮🤮
本当に本当に最悪な経験でした！！
この会社は絶対に利用しないでください。
ひどいサービスです🤮🤮🤮🤮🤮🤮
重慶からマドリードへの約13時間のフライトで、香港航空で香港経由でチェックインし、香港から重慶、そして重慶からマドリードへと乗り継ぎました。数ヶ月前に飛行機の前方席を予約していたにもかかわらず、マドリード行きのフライトでは後方席に案内されました。チェックインカウンターで苦情を言ったところ、海南航空のカウンターで問題なく座席を変更してくれると言われました。海南航空のカウンターに行ったのですが、誰も英語を話せず、すべて携帯電話の翻訳アプリを使わなければならなかっただけでなく、何もできないと言われ、重慶に着いたら空港のカウンターで伝えるように言われました。当然、重慶に着いたときにはカウンターには誰もいなくて、大変申し訳ないが、すべて売り切れで座席を提供できないと言われました。機内で1時間待たされた挙句、降りることも許されず、ようやく離陸しましたが、4時間も不快な乱気流に見舞われ、さらに私が大嫌いな尾翼の揺れに苦しみました。だからこそ、前方の席にお金を払っているのに。フライトの最後に、補償の手紙を送ると言われましたが、1か月経っても何の連絡もありません。情けない航空会社です。絶対にお勧めしません。絶対に利用しないでください！
I had tickets with Hainan with transit with cancelations
I had tickets with Hainan with transit, they canceled one of there flight, they offered free of charge another connection, or refund. after, my flight has Benn canceled due to security reason :( , Hainan refunded the money very quickly, they had been very responsive.
I was travelling with my 2 sons, one of whom had a broken leg in a cast, and my daughter. We believed we had paid extra for seats with extra leg room, but we were put in the centre 4 seat economy aisle seats. We asked if my son with the broken leg could be put in a different seat but we’re firmly told “no”, despite there being lots of empty seats available. The Chinese lady in front of my son was trying to let her seat back (her right to do so) but this was crushing my son’s leg and he was holding the seat as it was causing him immense pain. The lady complained, and she and her travelling companions were moved to business class. This meant that the row in front of us was now free. Me and my eldest daughter moved forward into that row, but were quickly told to move back. We explained many times about my son’s leg but it didn’t make a difference. Then, the airline staff brought a Chinese man to the empty row of seats in front of us with a blanket and pillow and allowed him to sleep there, lying across all 4 seats. Many Chinese people were allowed to sleep like this were empty aisles were available.
When the meals were given out, all Westerners, including us, were skipped and not given their meals, we had to call back the cabin staff and ask them to give us our meals. I and my son, had a whiskey each after our meal. A few hours into the flight (an 11 hour flight) we asked for another whiskey, to be told “no more alcohol”. We were not the slightest bit drunk or rowdy, that single whiskey was the only drink we had during the 11 hour flight from Beijing to Dublin.
The experience was horrific, but in a way it was good to experience what racism is. As a white male, I have never experienced discrimination like this. And I am not just assuming those people were Chinese, my eldest daughter lived in Beijing, speaks the language fluently, and was able to tell us exactly what was being said and what was going on.
I would never, ever fly with Hainan again, it was the worst travelling experience of my life! I am still stunned and struggle to believe what happened to us. These flights cost us €6225.00, for that kind of money I would have expected much better.
Needed vegetarian meals for my 28 hour journey. Kept trying to call them everyday 1 week prior to my flight but no answer. Was forced to buy all my meals for the entire journey on top of my ticket which cost £1000. At check in when I asked for vegetarian meal they said it was too last minute to organise anything as if I hadn't been trying to contact them for the past week.
They always ran out of soap in the toilets.
Thr airhostesses and stewards could barely speak English.
They served food extremely slowly and unsystematically.
They ran out one kind of food. Poor stocking.
Orange juice and pork fried roce tasted bad.
I booked the flight from Dubai to Shenzhen they canceled the flight and it is an extreme struggle with them to get the money . They refuse to put me in touch with director , their refund application doesn’t work it gives message wrong ticket number even though I am putting correct ticket number .
Worth airline ive ever travelled on. Stole items from my suitcase and broke it. 9 months of emails and still not resolved. Court papers being filed
Avoid avoid avoid. Pay extra and fly with someone else
Unsafe and Unclean: A Dirty Plane and Concerning Start to the Flight
The captain began taxiing (rolling towards the runway) while passengers were still searching for their seats or placing their luggage in the overhead compartments.
The staff speaks poor English but is friendly.
The airplane I was on has most likely never been cleaned since its entry into service. There is leftover food, mold, and dust everywhere, as well as exposed electronics.
Do no fly with them if you have a specific dietary requirement.
Flying UK>Beijing> Tokyo and there is only Beef or Chicken meals on board. Eventhough I've been talking to them two weeks before departure to add in a specific meal to meet my dietary requirement, I was told on many times after pushing back "sorry you'll have to being your own food for the 11hr flight".
On their website there's the option to book many special meals, but after buying the tickets they dont actually let you choose a meal that meets special dietary requirements.
Hainan Airlines can not be trusted. They booked my journey so that I could not reach the connecting flight. I had to pay for a new flight which they refused to compensate even though the mistake was theirs.
A 24 hour phonecservice
Had a problem trying to understand how to get my eticket, so called their European Tel number service, which is 24 hours a day. Called them first at 6.00 am then again an hour later. First time got through straight away, second time about 3 minutes wait. Nevertheless, they solved my queries with a good customer service manner. Much appreciated.
I will be writing a review about the airline on my return in May, but if it's as good as their Tel service, I am sure I'll be very happy.
Thank you HAINAN
Had a good experience flying with Hainan. The seats were comfy enough in economy, the meals were tasty, and the onboard entertainment on offer was pretty good (especially the music selection). Considering how cheap the ticket was, I was happily surprised by the experience I had. The crew onboard were fantastic, very kind and helpful. I will definitely be flying with them again!
Worst airline company I've ever been with. The seat was broken on take off seat flew back and could not make it stick. Even the pilots on landing omg seriously so bad I thought was going to crash on every single land. Also informed of a cancel of flight on the day booked didn't complete refund have proof of it all yet still refusing the discount. And to top it all off the seats are so small I've never come across that in my life the seats didn't even reach my head that small. Never ever come across seats this small before disgusting
Best airline experience ever:
This is the second time we used Hainan Airlines to fly to China. This time we treated ourselves to a business class ticket. The whole experience was amazing and exceeded our expectations. I had previously used British Airways business class to hongkong and the Hainan Airlines experience was much better in every way.
The pod/seat layout is much better, very friendly and professional airlines cabin staff, we felt special and was treated like it. The food was amazing, the cabin staff always checked on us. They made sure the toilets were always cleaned before you went in after someone else. You even got some pajamas to wear and take home if you want, on top of that, you had your bed made before going to sleep.
The lounges were also very good at each leg of the journey.
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