Passenger Information- Spring Airlines

Passenger Guidelines

I. Ticket Purchase

1. Spring Airlines has a single class configuration and does not offer first or business class.

2. The purchaser shall notify the passenger of important details related to the itinerary. If failed to do so, any losses incurred shall be borne by the purchaser.

3. When passengers buy tickets via Spring Airlines’ official electronic channels (official website, official mobile website, mobile client APP, WeChat official account, WeChat mini program), for special offer cabins, the total number of passengers per booking shall not exceed 4 adults, and the total number of passengers shall not exceed 9 (including children or infants); for other cabins, the maximum number of passengers per booking shall not exceed 9. Specifically, the total number of passengers in a flash sale event shall not exceed 4 (including children). To avoid your order being cancelled due to timeout, please complete the payment within the specified time as per the system prompts.

4. Children and infants

（1） Passengers under the age of 2 at the date of departure should purchase infant tickets, while passengers over the age of 2 but under the age of 12 should purchase child tickets.

（2）All ticket prices do not include the Civil Aviation Development Fund, fuel surcharges, and taxes and fees imposed by the government or relevant authorities on passengers. Child ticket purchasers do not need to pay the Civil Aviation Development Fund, but need to pay a certain amount of fuel surcharge. Infant ticket purchasers are not required to pay the Civil Aviation Development Fund and fuel surcharges.

（3） SpringPlus Class products are unavailable to passengers travelling with children under the age of 3.

（4）Infants must be accompanied by an adult passenger (at least 18 years of age). Each adult passenger may travel with up to two infants. Any additional infant will have to purchase an additional fare and be seated apart from the adult travel companion.

（5）Children must be accompanied by an adult passenger (at least 18 years of age). Children over the age of 5 but under the age of 12 on the day of taking a domestic flight need to apply for services for unaccompanied minors when taking the flight alone. International flights and flights to Hong Kong, Macao and Taiwan do not accept applications for services for unaccompanied minors.

5. When booking flights within China, citizens under the age of 16 who have not yet obtained their ID card can select household register for “ID type”, and enter the ID number on their household register for “ID number”.

II. Catering Services

Spring Airlines does not provide free catering services, except for SpringPlus Class products on certain flights. Various meals, beverages, and other merchandise sales services will be provided with a fee on the flights. We request that passengers refrain from eating their own food onboard the aircraft, especially the food with peels and shells, to help maintain tidiness inside the cabin. Please do not bring food with strong odors such as instant noodles into the cabin.

III. Services for Irregular Flights

1. In the case of flight departure delay or cancellation, Spring Airlines or the ground service agent will provide catering and accommodation under the following circumstances:

(1) Should the departure of a flight be delayed or cancelled at the point of departure for the air carrier’s own reasons, such as maintenance, flight reallocation or crew, Spring Airlines shall provide passengers with catering or accommodation. In the event of on-board delays, it shall be implemented in accordance with the Spring Airlines Contingency Plan for On-board Delays published on the official website of Spring Airlines.

(2) Should the departure of a flight be delayed or cancelled at the point of departure for reasons that are not attributable to the air carrier, such as weather, emergency, air traffic control, security check or passengers, Spring Airlines will assist passengers in booking catering and accommodation. However, all such costs will be the sole responsibility of passengers.

(3) Should a domestic flight be delayed or cancelled in a stopover place for whatever reason, Spring Airlines will provide passengers at the stopover place with catering or accommodation.

(4) Should a domestic flight be diverted to an alternate airport for whatever reason, Spring Airlines will provide passengers at the stopover place with catering or accommodation.

2. If the passenger books a ticket in non-GA (i.e. Group Agreement) mode, he or she may opt for the free-of-charge change into subsequent flights available or request an involuntary refund. In the involuntary-refund case, if the passenger is at the airport of departure, the ticket will be fully refunded; if at the airport of layover, the unused portion thereof will be refunded, of which the refunded amount shall not exceed the ticket’s original price. Neither of such two circumstances will charge refund fees.

3. Should a flight be delayed or cancelled for whatever reason, Spring Airlines will be limited to full amount refund and no other compensation will be provided.

IV. Special Rules for Baggage Carriage

1. We The free baggage allowance (including that for checked and unchecked baggage) may vary depending on the Spring Airlines ticket you purchase (please note that there is no baggage allowance for infants). You will be charged for the carriage of baggage in excess of the baggage allowance. For details, please visit the baggage rules page on the official website of Spring Airlines.(Address: https://flights.ch.com/baggage-rule).

2.Every passenger is allowed to take one piece of unchecked baggage into the cabin provided that it’s not over 7kg nor larger than 20×30×40cm; passengers who have purchased the update service for unchecked baggage are allowed to carry one unchecked baggage whose weight cannot exceed 7kg and the size cannot exceed 20×40×55cm; passengers who have purchased the SpringPlus Class are allowed to carry one unchecked baggage whose weight cannot exceed 10kg and the size cannot exceed 20×40×55cm. Otherwise it should be transported as checked baggage.
3.Passengers who check in online and need baggage check-in should go to the Spring Airlines check-in counter 60 minutes prior to the departure time.
4.Please do not put contraband, valuables, and fragile items in your checked baggage. Please do not carry a large amount of cash onboard the aircraft, and take care of your valuables in the cabin.
5.According to the latest civil aviation safety inspection regulations, please do not bring liquid dairy products on board. Please bring milk powder, and our flight attendants will provide assistance for you.
6.Since part of our aircrafts are unable to carry living animals, Spring Airlines temporarily does not offer the service of transporting small animals on all domestic flights (including flights to Hong Kong, Macao and Taiwan) and international flights.
7.For more baggage transportation rules, please refer to the Notice on Baggage Transportation published by Spring Airlines. For international baggage transportation, you can also consult with relevant airport entry and exit border inspection stations.

V. Hazardous Goods

Please refer to the transportation tips for common dangerous goods published by Spring Airlines.

VI. Connecting Flights

1.For passengers connecting to other flights, Spring Airlines recommends purchasing pre-selected deals which have been put together to convenience travelers. If you book your own connecting flights, please ensure that you set aside at least 5 hours to transfer between flights at 2 airports in the same city (including transfers to and from domestic and international flights, transfers between international flights, and transfers between domestic flights); if you are transferring between domestic flights at the same airport, please ensure that you set aside at least 2 hours; and if you are transferring between international flights (including transfers from domestic to international, or between international flights) at the same airport, please ensure that you set aside at least 3 hours.
2.Spring Airlines’ international flights and flights to Hong Kong, Macao and Taiwan do not have transit services at overseas airports. If you transfer to a third country via international flights or flights to Hong Kong, Macao or Taiwan, you need to go through immigration procedures at the transit location. To ensure your smooth travel, please familiarize yourself with the local immigration policies and requirements, and go through the corresponding visa procedures in advance.

VII. Notice on Refund and Change

1.Please pay attention to the applicable conditions of the passenger ticket you purchased. Please refer to the General Terms and Conditions for Carriage of Passengers and Baggage of Spring Airlines Co., Ltd. and the Terms of Using Passenger Tickets for relevant rules on refunds and changes.
2.For a passenger who has enjoyed round-trip flight discounts and will cancel any of the flights, he/she can no longer enjoy round-trip discounts, and the discount amount will be deducted from the refund.
3.When a SpringPlus Class ticket is changed, the SpringPlus Class product for the flight involved may have been sold out. If you still need to take the flight, you can select Preferential Class tickets, but you will be unable to enjoy SpringPlus Class services. You can also select other flights that still have SpringPlus Class products.
4.After the ticket refund insurance is purchased, it cannot be refunded. Other rules on insurance refund are as follows:
(1) If a passenger goes through ticket refund procedures, the insurance sold by Spring Airlines can be refunded together with the ticket;
(2) Insurance refund only: 24 hours before flight departure, you can apply for insurance refund through the Spring Airlines App or WeChat mini program, [My - Ticket Orders - Other Product Refunds - Select Refundable Insurance]. Within 24 hours of flight departure, please contact the online customer service of Spring Airlines to apply for insurance refund.

VIII. Notice on Taking Flights

1.At the stopover, passengers are required to disembark with all their carry-on baggage and wait in the designated area at the airport.
2.When a Chinese Mainland passenger buys a domestic flight ticket with Exit-Entry Permit for Travelling to and from Hong Kong and Macao or Exit-Entry Permit for Travelling to and from Taiwan, he/she is required to also provide his/her ID card or Temporary Identity Certificate for Taking Civil Aircraft issued by the airport public security organ when boarding, which is subject to the airport regulations.
3.Passengers should buy tickets with valid documents. Spring Airlines assumes no responsibility for any losses incurred due to inability to board or enter/exit the country due to document, endorsement, or visa reasons. If losses are caused to Spring Airlines thereupon, it has the right to claim compensation from passengers.
4.According to relevant regulations of the International Air Transport Association (IATA), passengers holding short-term visas are required to present their return tickets when taking international flights.
5.To ensure your smooth travel, please refer to entry/exit laws and regulations in the country or region where your flight departs, stops or arrives, so as to avoid deportation or inability to travel.

IX. Onboard Evacuation Risk Warning

In case of emergency evacuation, to ensure a safe flight for yourself and your fellow passengers, please remove sharp objects along with you before evacuation. In case of water evacuation, please take off all your shoes; in case of land evacuation, please take off high-heeled shoes. To evacuate passengers as quickly as possible, no items are allowed to be carried during evacuation. When boarding and disembarking or inside the aircraft, passengers are required to follow the safety instructions of ground handling personnel or crew members.

X. Reimbursement Voucher

To obtain reimbursement vouchers, you can log on to the Spring Airlines App or WeChat mini program, click “Service Center” to enter the “Reimbursement Voucher” feature, and select the desired flight for reimbursement voucher. For group tickets, please contact the original ticketing office to obtain the reimbursement vouchers.

XI. Notice on Flight Safety

1.For behaviors such as forcibly occupying seats on the aircraft, abusing and assaulting others, preventing the crew from normally performing their duties, commandeering the aircraft, and damaging facilities and equipment on the aircraft that disrupt public order and endanger public safety, if such behaviors constitute a violation of public security management, the public security authorities will give punishment according to the law; if the circumstances are serious, the people involved may be investigated for criminal responsibility. Please abide by the rules and laws and be civilized on board!
2.We will be unable to provide transportation services to you for a certain period of time if you violate the provisions above in Article XI.
3.If your flight is at a remote aircraft stand, please board and disembark the shuttle bus and passenger stair truck in an orderly manner, and watch your step. While the shuttle bus is in motion, necessary and gentle braking measures may be taken to avoid collision with aircraft and respond to other situations. Please hold onto the handrail, take care of the elderly and children traveling with you as well as the items you carry. If you carry bottled beverages, please ensure that they are sealed and properly stored, so as not to stain your clothes.

I. Transfer and Connecting Flights Check-in Notice:

1. If the product you purchased includes "through check-in and baggage through check-in" service, you can complete the boarding pass and baggage check-in procedures for both flights at the airport of departure, without having to retrieve checked baggage and obtain a boarding pass for the second flight at the transfer airport. After arriving at the transfer airport, passengers should follow the signs to the transfer counter to complete the transfer procedures. It may not be possible to handle "through check-in and through baggage check-in" due to restrictions of the on-site airport system. Please stay updated on the relevant airport information.

2. Some airports provide transfer services. Please follow the local airports' transfer instructions.

3. For 24-hour customer service hotline for transfer and connecting products, please call 95524.

II. Transfer and connecting tickets refund and change rules:

1. Passenger who requests voluntary ticket refund:

(1) For all segments, the refund will be processed according to the refund policy of the corresponding cabin class for each segment；

(2) For part of the segments, the refund will be processed according to the refund policy of the corresponding cabin class for that segment.

* For promotional transfer and connecting tickets, only simultaneous ticket refunds for all segments are offered, and the refund rules of the corresponding cabin class for each segment shall be followed. If one segment has been flown, for the other segment, only the airport construction fee and fuel surcharge can be refunded.

2. Passenger who requests voluntary ticket change:

（1）If passengers require to change all segments included in the ticket, the changes will be processed according to the corresponding cabin change rules for each segment.

(2) For part of the segments, the change will be processed according to the change policy of the corresponding cabin class for that segment.

III. For abnormal flights:

1. For abnormal flights, the handling of a single segment of these flights shall follow "Spring Airlines General Conditions of Carriage".

2. If one segment is delayed, rescheduled, or canceled, resulting in the inability to connect to the other flight, passengers can apply for involuntary changes or refunds.

IV. Regulations for transfer and connecting flights with segments operated by airlines other than Spring Airlines:

1. For voluntary changes or refunds for the entire journey, the changes or refunds will be processed according to the corresponding cabin class for each segment. The products are non-refundable and non-changeable for individual segments.

2. If any segment is temporarily delayed or cancelled (within 48 hours of departure), resulting in insufficient transfer time of less than 3 hours for passengers or inability to catch the subsequent flight through emergency transfer, the passenger shall be entitled to involuntary refund, or change or rebooking of the subsequent flight according to the guarantee regulations of the subsequent airline

3. If Spring Airlines makes a planned (more than 48 hours before the flight departure) schedule adjustment or cancellation for the actual operating segment, resulting in insufficient transfer time for passengers, which is less than 3 hours, Spring Airlines will provide rebooking services for the actual operating segment to assist passengers in reaching their final destination or intermediate destination.

Lanzhou Zhongchuan Airport transit services:

1. Baggage Transfer: Non-overnight passengers with a layover of 75 minutes can directly obtain their boarding pass and complete the baggage transfer procedure at the transfer counter. (Note: Due to flight delay or other reasons, it may not be possible to transport the baggage to the destination on the same flight. Please confirm with the transit airport for handling arrangements.)

2. Free meal voucher: Transit passengers who reach the airport from the previous flight during meal times (07:00-08:30, 11:00-12:30, 17:00-18:30) can apply for a free meal voucher through the WeChat mini program 'Transit Passenger Service'.

3. Free accommodation: Provide one night of free accommodation (shared room for two people of the same gender) for passengers with overnight layovers within 24 hours. The check-out time for overnight stays is before 2:00 p.m. the next day. Transit passengers must call the Lanzhou Zhongchuan Airport transit service hotline at 13669336855 at least 4 hours before the departure of the originating flight to make a reservation for transit accommodation service (reservation time: 07:00-23:00).

4. Rapid transfer: Passengers with a transfer interval of less than 75 minutes can call the transfer service consultation hotline at 13669336855 to make an appointment for rapid transfer service (appointment time: 07:00-23:00) two hours before the departure of the first flight.

The above services are for reference only and subject to the actual situation at the airport.

1. Lanzhou Airport 24-hour inquiry hotline: 0931-96556.

2. Lanzhou Zhongchuan Airport transit service inquiry phone number: 13669336855 (reservation time: 07:00-23:00).

Shijiazhuang Zhengding Airport transit services:

1．Baggage transfer between connecting flights (applicable for domestic flights only). Non-overnight transit passengers do not need to claim checked baggage. They only need to present their boarding pass and baggage tag at the transit counter.

Note: Passengers should pay for excess baggage. Due to the delay of the previous flight and other reasons, it is possible that the checked baggage will not arrive at the destination on the same flight. Please confirm with the transit airport for the subsequent handling.

2. Free meals will be provided by the transit center during meal times (meal times: 12:30-13:30, 18:00-19:00).

3. Free accommodation: Transit passengers with overnight layovers can enjoy one night of free accommodation at designated airport hotels. To make a reservation for free accommodation, please call 0311-96360. Note: Free accommodation service is only available for passengers with prior reservations (temporary applications are not accepted on-site). Passengers are required to make a reservation by phone one day before the departure of their first flight.

4. Free shuttle bus: Transit passengers with a layover time of more than 6 hours can take the round-trip shuttle bus to the city for free.

The above service information is for reference only. Airport consultation phone number: 0311-96360.

Nanchang Changbei Airport transit services:

1. Exemption from a second security check: Domestic flight transit passengers without checked baggage can directly enter the isolation area to wait for their connecting flight after completing the transfer procedures at the transit counter.

2. Shopping discounts: Passengers can enjoy shopping discounts at designated stores inside the terminal building by presenting their transfer passenger pass.

The above services are for reference only. Airport inquiry phone number: 0791-87652114.

Jieyang Chaoshan Airport transit services:

1. Free accommodation: Passengers who have overnight layovers at Jieyang Chaoshan Airport (the interval between the landing time of the previous flight and the departure time of the next day's flight does not exceed 24 hours, and the origin of the previous flight is different from the destination of the next day's flight) can enjoy one night of free accommodation (one bed). Due to limited availability, please make a reservation by phone one day in advance. Reservation hotline: 0663-3933333.

2. Free meals: "Chao Shang Fei" transit passengers who land at Jieyang Chaoshan Airport between 11:00-14:00 and 16:30-19:30 from the previous flight can receive a 30 yuan meal voucher, distributed by the airport. Each person is limited to one voucher (this meal voucher is only valid at certain stores, please inquire at the transit counter for details).

3. Free shuttle bus: Passengers with a transit duration of more than 6 hours at Jieyang Chaoshan Airport can go to the transit counter to receive an airport express voucher. Each passenger is limited to one voucher. The voucher can only be used to exchange for a round-trip ticket set for a trip from Jieyang Chaoshan Airport to Jieyang, Shantou or Chaozhou on the same day of transit. It will be void after a specified date.

4. Baggage transfer is available for domestic transit passengers who have baggage allowances for the two segments. Passengers do not need to retrieve their baggage and recheck it. Present your boarding pass and baggage tag at the transfer counter to have your next boarding pass issued and your checked luggage transferred. Note: Payments for excess baggage can be made at the transfer counter. Due to the delay of the previous flight and other reasons, it is possible that the checked baggage will not arrive at the destination on the same flight. Please confirm with the transit airport for the subsequent handling.

* [Free meals] [Free shuttle bus] [Free accommodation] Only one of the three services can be selected for reservation. The above services are for reference only. Airport inquiry phone number: 0663-3933333.

Xi'an Xianyang Airport transit services:

1. Luggage transfer: Passengers transferring at Xi'an Xianyang Airport can directly go to the transfer counter at the terminal to check-in and arrange for baggage transfer service. Note: Due to the delay of the previous flight and other reasons, it is possible that the checked baggage will not arrive at the destination on the same flight. Please confirm with the transit airport for the subsequent handling.

2. Free accommodation: Transit passengers with a layover time of 4-8 hours can enjoy free short-term rest services at the terminal. Transit passengers with layovers between 8-48 hours can enjoy one free night of accommodation and shuttle bus service.

(Appointment: Please make a reservation at least 24 hours in advance for 1 bed/person. If you specify a single room, an additional price will be charged.)

3. Free meals: Various types of free meals are provided inside the terminal, or you can directly get a cash discount of 20 yuan with the transit meal code.

(Operating hours: 07:30-21:00)

4. Transit passengers with an interval of more than 6 hours can enjoy free shuttle bus round trip between the airport and downtown Xi'an.

The above services are for reference only. Please refer to the "Western Airport Passenger Service" mini program for reservation and contact (029-96788) for more details.

Dalian Zhoushuizi Airport transit services:

1. Baggage transfer: Non-overnight transfer passengers do not need to claim their checked baggage. They only need to present their boarding ID and baggage tag at the transfer counter (only applicable for domestic flights).

Note: If the weight of the checked baggage exceeds the baggage allowance, a fee must be paid, which may result in the inability to transfer the baggage. Due to the delay of the previous flight and other reasons, it is possible that the checked baggage will not arrive at the destination on the same flight. Please confirm with the transit airport for the subsequent handling.

2. Free meal: Transit passengers can get one voucher for a free meal at the transit service counter during meal times (11:30-13:30, 17:00-19:00).

3．Free accommodation: Transit passengers with connecting flights on the next day and a layover time of 7-24 hours can enjoy one night of free accommodation at designated airport hotels. Note: Due to limited room availability, please make a reservation by phone at least one day in advance. Accommodation reservation numbers: 0411-83886893, 15898115999.

4. No secondary security check: After confirming the flight information at the transfer counter, passengers can board without undergoing a secondary security check.

The above services are for reference only. Airport consultation hotline: 0411-96600.