Contents

Article 1 Scope of Application

1.1 Basic Principles

1.2 Charter Transportation

1.3 Code Sharing

1.4   Priority Application of Law

Article 2 Ticket Sales

2.1 Basic Principle

2.2 Fares and Taxes

2.3 Reservation and Ticket Purchase

Article 3 Ticket Change and Refund

3.1 Ticket Change

3.2 Refund

3.3 Change or Refund Due to Health Reasons

3.4 Fare Usage Conditions

Article 4 Boarding

4.1 Acceptance Inspection

4.2 Check-in Procedures

4.3 Boarding

4.4 Onboard Seat Arrangement

4.5 Onboard Behavior

4.6 Entry/Transit

Article 5 Refusal and Restriction of Transportation

5.1 Refusal of Transportation

5.2 Restricted Transportation

5.3 Refund after Rejection

Article 6 Baggage Transportation

6.1 Baggage Transport Restrictions

6.2 Checked Baggage.

6.3 Non-checked Baggage

6.4 Others

Article 7 Overbooking

7.1 Basic Principle

7.2 Procedures for Soliciting Volunteers

7.3 Boarding Priority Rules

7.4 Compensation Standards, Methods and Related Service Standards for Passengers Refused to Board

Article 8 Delay, Cancellation and Diversion of Flight

8.1 General Provisions

8.2 Services after Flight Delay, Cancellation and Diversion

8.3 Compensation for Flight Delay

Article 9 Additional Services

Article 10 Complaint Acceptance Channels

Article 11 Liability for Damages

11.1 General provisions

11.2 Liability for compensation for personal injury

11.3 Liability for damage to baggage

11.4 Liability for third-party services

Article 12 Other Provisions

Article 13 Definitions.

Article 14 Effectiveness and Revision

Article 1 Scope of Application

1.1 Basic Principles

1.1.1 Unless otherwise specified in provision 1.1.2, 1.2 and 1.3, they are applicable to the fee based public air transport operated by us for transporting passengers and baggage.

1.1.2 These conditions are also applies to transportation with free and special fares. When the conditions or rules of free and special fares are inconsistent with this document, the conditions or rules of free and special fare for that ticket shall prevail over this document.

1.2 Charter Transportation

For transportation provided in accordance with the charter agreement, these conditions are only applicable to the circumstances where these conditions are quoted in the terms of the charter agreement or the terms of charter ticket.

1.3 Code Sharing

On some flights, we have implemented "Code Sharing" with other carriers. This means that even if you book our flight and hold a ticket with our name or code, you may be on a flight actually operated by another carrier. We will inform you of the actual carrier of the flight when you purchase the ticket.

Our general conditions will also apply to code sharing flights actually operated by other carriers. However, the actual carrier of each code sharing flight has general conditions or terms of carriage regarding its flight operations, and the contents may be different from our general conditions. These different terms and conditions of the actual carrier will be regarded as part of our general conditions in code sharing flights, and will be applied in priority to the content corresponding to our general conditions on code sharing flights operated by the actual carrier.

There may be different terms and conditions between us and the actual carrier of code sharing flights, including but not limited to:

1.3.1 Deadline for check-in procedures;

1.3.2 Refusal and restriction of transportation;

1.3.3 Baggage transportation, including but not limited to free checked baggage, allowance for carry-on items, and excess baggage charges, etc.;

1.3.4 Irregular flight services, as well as compensation for refusal boarding and flight delays;

1.3.5 No smoking on flights.

1.4   Priority Application of Law

If any provision of these conditions conflicts with applicable laws and conventions, the provision is invalid. However, the other provisions of these conditions hereof remain valid.

Article 2 Ticket Sales

2.1 Basic Principle

2.1.1 General Provisions

2.1.1.1 On the ticket, our name will be abbreviated as the two-letter code "SC" or the three-letter code "324".

2.1.1.2 The ticket is always the property of the issuing carrier.

2.1.1.3 Passenger tickets are managed under the real-name system, and you should show your valid ID when purchasing tickets and boarding.

2.1.1.4 The ticket shall not be transferred.

2.1.1.5 Each flight segment on the ticket should be listed with the class of service, the date of flight, and the flight number and it can be used for transportation only after the seat is reserved.

2.1.2 Period of validity

Unless otherwise specified, the validity period of the ticket is:

2.1.2.1 The validity period of the ticket will be calculated from 0:00 (inclusive) the next day of your first trip, and will be valid within three hundred and sixty-five days when part of the ticket is used. The validity period remains the same regardless of whether the ticket is subsequently changed.

2.1.2.2 When the tickets are not used completely,

A. The validity period of the ticket will be calculated from 0:00 (inclusive) the next day after you purchased the ticket and it will be valid within three hundred and sixty-five days.

B. If you apply for a ticket change and a new ticket number is generated, the validity period will be calculated from 0:00 (inclusive) the day after the new ticket is issued, and will be valid within three hundred and sixty-five days.

2.1.2.3 Calculation of the validity period

From the beginning of the trip, from 0:00 (inclusive) on the next day after ticket purchase or reissuance, to 24:00 (excluding) on the date of expiration of the validity period.

2.1.3 Sequence of ticket use

2.1.3.1 The ticket you have purchased is only applicable to the transportation from the place of departure via any agreed stopping places to the point of destination listed on the ticket.

2.1.3.2 The fare you have paid is based on our fare conditions and the transportation listed on the ticket. Therefore, all flight segments included in the ticket must be used in the order specified when you purchased the ticket. If it is not used in order, we will recalculate the fare based on your actual trip. If the fare is higher than the amount paid for your current ticket, you should pay the difference between the original fare and the applicable fare after the transportation change, and we will provide you with subsequent transportation services based on your subsequent payment of the additional cost. And the unused segments of your ticket will no longer be used.

2.2 Fares and Taxes

2.2.1 Fares

2.2.1.1 The ticket fare will be calculated based on our effective price at the time you purchased the ticket. The ticket fare is applicable to the specific date and trip listed on your ticket.

2.2.1.2 If the ticket fare is adjusted after the ticket is sold, the fare you have paid remains unchanged. If you need to change anything in your trip, it may affect the fare you should pay.

2.2.1.3 Unless otherwise specified, fares are only applicable to air transportation from the departure airport to the destination airport, excluding ground transportation between airports or between the airport and urban area.

2.2.2 Taxes and Fees

2.2.2.1 You should pay taxes or fees collected by the government, other relevant Authorities, or airport operators when purchasing a ticket. These taxes or fees are not included in the ticket fare. We will inform you details of the taxes and fees paid.

2.2.2.2 In addition to fares and taxes, we will charge airline fuel surcharges. Although fuel surcharges are listed in taxes, they are not government taxes. Different airlines, different trips, different cabin classes, different sales or travel dates charge different amounts of fuel surcharges.

2.2.3 Currency

You should pay the ticket fare, taxes and fees in the currency of the country where the ticket is issued, unless we or our authorized sales agents designate another currency when you make the payment or before the payment.

2.3 Reservation and Ticket Purchase

2.3.1 Seat reservation and ticket purchase method

You can reserve seats and purchase tickets through our website, App, flagship store, call our service hotline, at our own ticket office or authorized sales agents and other channels recognized by us.

2.3.2 Collection and use of personal information

2.3.2.1 We attach great importance to the protection of your privacy and personal information, and will take corresponding technical and other necessary measures to ensure the security of your information.

2.3.2.2 You should provide us with your personal information related to your trip, and agree to our storage and use of your personal information when making reservations, purchasing tickets, booking or purchasing other services and going through relevant procedures. Please provide true and effective contact information to ensure your smooth travel.

We will collect and use your personal information in accordance with the principles of lawfulness, fairness, necessity, and integrity. The specific collection and use rules, purposes, methods and scope are prevail based on the "Shandong Airlines' Commitment to Protect User Privacy (Shandong Airlines Privacy Clause)" published on our official website.

       2.3.3 Reservation

2.3.3.1 We or our authorized sales agent will reserve a seat for you according to your request. If you need, we will issue a written reservation record for you.

2.3.3.2 When you make a reservation, we or our authorized sales agent will inform you of the time limit for ticket purchase. You should pay for the ticket within the prescribed time limit for ticket purchase. If the payment is not completed, your reserved seat will not be valid.

2.3.4 Ticket purchase

2.3.4.1 When purchasing a ticket, you should provide your valid ID. The valid ID used for ticket purchase should be the same as the one used for check-in procedures.

When purchasing an international ticket, you should check the relevant regulations on the entry and exit of the flight's departure, stopover or destination country by yourself.

2.3.4.2 The conditions of use of certain fares contain terms that restrict or refuse you to change or refund the ticket. We or our authorized sales agent will inform you of these conditions of use when you purchase the ticket. Please choose the ticket fare according to your needs.

2.3.4.3 Infants and children accompanied by adults should purchase tickets with the same class of service as their companions.

2.3.5 On-board seat reservation

You can reserve a seat in advance, and we will try our best to meet your requirements according to the actual situation of the seat reservation. However, due to operational, safety or security needs, we cannot guarantee that any seat you specify will be provided. At the same time, we always reserve the right to reallocate seats on-board, even after you have boarded the plane.

Article 3 Ticket Change and Refund

3.1 Ticket Change

3.1.1 General provisions

3.1.1.1 You shall change the ticket within the validity period.

3.1.1.2 Please contact the ticketing carrier or its authorized sales agent to change the ticket.

3.1.1.3 If you have not taken the flight for which you have reserved your seat and have not notified us in advance to reserve the seat for the subsequent flight, we have the right to cancel the reservation on your ticket for the onward or return flight.

3.1.2 Voluntary change

3.1.2.1 If you need to change any content in the trip, such as changing class, flight date, flight number, etc., you should contact us as soon as possible after purchasing a ticket. We will change the ticket according to the fare usage conditions of the ticket you purchased.

3.1.2.2 The fare, fuel surcharge, and government taxes paid by you will be recalculated when the ticket is changed. If the amount is higher than the amount paid for your current ticket, you should pay the difference between the original payment amount and the amount after the transportation change, and you need to pay the change handling fee in accordance with the fare usage conditions.

3.1.3 Involuntary change

3.1.3.1 Due to our reasons such as mechanical failure, flight plan, transportation service, crew, etc., the schedule flight is changed, delayed or cancelled, and the reserved seat cannot be provided to you, or you miss the reserved connecting flights seat due to the above reasons, we consider your reasonable request and take one of the following measures:

(1) Priority arrangement for Shandong Airlines neighboring flights with available seats;

(2) After obtaining the consent of you and the relevant carrier, go through the endorsement formalities free of charge;

(3) Changing the trip listed on the original ticket, arranging passengers to take the flights of Shandong Airlines and/or other carriers, or other modes of transportation recognized by both parties, to transport the passengers to the destination or stopover station, the difference of the fare, the exceeded baggage fee and other service fees will be refunded and not made up.

3.1.3.2 Due to weather, emergencies, air traffic control, security checks, passengers and other reasons that do not belong to us, the schedule flight is changed, delayed or cancelled, and you cannot be provided with a reserved seat, or you miss the reserved connecting flights seat due to the above reasons, we will give you priority in arranging a neighboring flight of Shandong Airlines with available seats. If there is no available seat, we will consider your reasonable request and take one of the following measures:

(1) When the fare conditions permit, after obtaining the consent of you and the relevant carrier, arrange the endorsement to other carriers' flights;

(2) Change the trip listed on the original ticket and arranges to take a Shandong Airlines flight to transport you to your destination or stopover station.

3.1.3.3 For a ticket that has already been changed involuntarily, if you apply for the change again due to your own reasons, it shall be processed in accordance with provision 3.1.2 of these conditions.

3.2 Refund

3.2.1 General provisions

3.2.1.1 You should apply for a refund to us or our authorized sales agent within the validity period of the ticket. We will not accept refund requests beyond the above time limit.

3.2.1.2 For tickets sold by other carriers, please contact the issuing carrier or its authorized sales agent to process the ticket refund.

3.2.1.3 You should return the "Air Transport Electronic Ticket Trip" to us when refunding a ticket.

       3.2.2 Refund payee

We can either issue a refund to you, or to the payer who can show sufficient proof of payment and identification.

3.2.2.1 If you are not the payer of the ticket, we can refund the payment to the payer of the ticket or its designee in accordance with the original payment method, and you need to provide proof materials accepted by us.

3.2.2.2 If you entrust another person to handle the refund procedure, the agent must show you and your valid ID, your authorization letter and valid information of the refund bank account.

       3.2.3 Currency

Normally, the fare will be refunded to you in accordance with the original payment method and original payment currency.

       3.2.4 Voluntary refund

3.2.4.1 If the use conditions of your ticket allow for refunds and are not within the scope of the refund specified in provision 3.2.5 of these conditions, we will process the refund for the unused segments of the ticket in accordance with the applicable fare use conditions at the time of your ticket purchased.

3.2.4.2 If you voluntarily terminate your trip at the stopover station, the fare for the unused segment of the flight will not be refunded.

3.2.4.3 Please contact the original ticket purchase channel for voluntary refund.

       3.2.5 Involuntary Refund

3.2.5.1 The scheduled departure time of the flight is changed, delayed or cancelled due to weather, air traffic control, maintenance, flight dispatch, etc., fails to land at your destination or the agreed stopover station, or causes you to miss the reserved connecting flight seat, we will process the refund for the unused segment of the ticket for you, and refund fees will be waived.

3.2.5.2 You can apply for an involuntary refund through us or your original ticket purchase channel.

3.2.6 Refund time limit

Except for special circumstances, we or our sales agents should complete the refund procedures within 7 working days from the date of receiving your valid refund application. The above time does not include the processing time of the financial institution. The starting point of time is when we or our sales agents receive your valid application. The time when the application does not meet the requirements is not counted.

3.3 Change or Refund Due to Health Reasons

If you are unable to take a flight with a reserved seat as originally planned due to injury, illness, or other physical reasons after purchasing the ticket or during the trip, and provide proof materials accepted by us, we can provide you and the two passengers you can prove to be traveling with you can make one change for free on the unused segment of the ticket, and the change handling fee is waived; or for refunds, the refund handling fee is waived.

3.4 Fare Usage Conditions

Please refer to "Domestic Fare Usage Conditions of Shandong Airlines Co., Ltd." and "International Fare Usage Conditions of Shandong Airlines Co., Ltd." for specific fare usage conditions and other unmentioned matters of passenger tickets.

Article 4 Boarding

4.1 Acceptance Inspection

You and your baggage shall undergo safety and security inspections. The inspection methods include but are not limited to security analysis, physical search and inspection, X-ray scanning, manual baggage search, verbal inquiry, etc. The method to be adopted is determined by the government, the airport, or us at their sole discretion, regardless of whether you are present, consenting or knowing. We shall not be liable for any physical injury, loss or damage to you caused by this inspection, unless such injury, loss or damage is caused by our fault.

4.2 Check-in Procedures

4.2.1 You need to check your ticket, check your baggage, and obtain paper or electronic boarding pass with your valid travel documents and real-name check-in before the flight deadline of check-in. The valid ID you presented should be consistent with the valid ID you provided when purchasing the ticket. We will keep a copy of your ID when necessary.

4.2.2 Due to the inconsistent check-in deadline of each airport, please observe the check-in deadline of each airport and go through the check-in procedures before the deadline. If you fail to complete the check-in procedures before the scheduled check-in deadline, we have the right to cancel your reservation.

4.2.3 If your first flight is our flight, we or our authorized sales agent will notify you of the deadline for check-in. You should check the check-in deadline for any subsequent flight in your trip.

4.2.4 You are responsible for obtaining travel documents and visas required by countries or regions of exit, entry or transit, and comply with all their laws, regulations, orders, instructions and travel requirements before traveling. We are not responsible for the consequences arising from your failure to obtain the above documents or visas, or failure to comply with the above-mentioned laws, regulations, orders, instructions, requirements, rules or provisions.

4.2.5 After no-show, if no-show is caused by you, we will assist you in handling voluntary changes or voluntary refunds in accordance with provisions 3.1.2 and 3.2.4 of these conditions. If no-show due to our reasons, we will assist you in handling involuntary changes or involuntary refunds in accordance with provisions 3.1.3 and 3.2.5 of these conditions.

4.3 Boarding

4.3.1 You should check in before the closing time of the boarding gate due to the inconsistent closing time of the boarding gates at each airport. If you do not arrive at the boarding gate before the boarding gate is closed, we have the right to cancel your seat.

4.3.2 We and our ground handling agent will inform you in time if the boarding gate or boarding time changes.

4.3.3 If you missed a flight due to your reasons, we will assist you in handling voluntary changes or voluntary refunds in accordance with provisions 3.1.2 and 3.2.4 of these conditions. If you missed a flight due to our reasons, we will assist you in handling involuntary changes or involuntary refunds in accordance with provisions 3.1.3 and 3.2.5 of these conditions.

4.3.4 When you take a flight that is not listed on the ticket and arrive at the destination not listed on the ticket, we will take the following measures for you to choose:

If your wrong arrival station has a subsequent flight to the destination listed on your ticket, we will arrange for you to fly directly from the wrong arrival station to the destination, or

If your wrong arrival station does not have a subsequent flight to the destination listed on your ticket, we can transport you back to the departure station, and the departure station will arrange for you to take a subsequent flight to the destination listed on your ticket as soon as possible, the ticket price is not refundable; or take ground transportation to transport you to the destination; if you request to terminate your trip at the arrival station of the wrong trip or use the ground method to reach the destination, we will compare the fare from the departure station to the destination listed on your ticket with the fare from the departure station to the wrong arrival station, the fare is refund for more, but don’t make up for less.

4.4 Onboard Seat Arrangement

4.4.1 We will try our best to meet your requirements for the seat on the plane, but we do not guarantee that the seat you designated will be provided.

4.4.2 For operational, safety or security needs, we reserve the right to allocate or reallocate seats on the aircraft, even after you have boarded and/or seated.

4.5 Onboard Behavior

       4.5.1 General provisions

According to our judgment, if your behavior in the cabin endangers the safety of the aircraft or any person or property on board, or prevents the crew from performing their duties, or does not follow the instructions of the crew, including but not limited to smoking, alcohol or taking drugs, which causes or may cause discomfort, inconvenience, damage or injury to the crew or other passengers, we can take measures that we deem reasonable, including the implementation of control, to prevent the continuation of the behavior. You may be asked to disembark at any location and be refused to continue transportation, and you may be prosecuted for misconduct in the cabin.

       4.5.2 Electronic devices and others

For safety reasons, we prohibit or restrict the use of any electronic devices on board without the permission of the crew of Shandong Airlines, including but not limited to lithium battery power banks (such as power banks), mobile phones, laptops, wireless network cards, portable recorders, portable radios, CD players, electronic game consoles, or transmitters including remote control electronic toys and walkie-talkies. However, hearing aids and cardiac pacemakers are allowed.

       4.5.3 Non-smoking

All our flights are non-smoking, and smoking is not allowed in all areas on board. E-cigarettes and synthetic vapor smoking devices are also prohibited.

       4.5.4 Seat belt

You should fasten your seat belt all the time when you are seated.

4.6 Entry/Transit

In order to avoid your loss, you should understand in detail and abide by the relevant regulations of the country or region where you will travel from, to or through before you travel.

4.6.1 If you are refused entry/transit, you should repay any fines or fees collected by the relevant government from us, as well as the transportation costs for your return from that country or region. We will not refund the fare that we have transported you to the station of refusal of entry/transit.

4.6.2 We are required to pay fines or penalties or bear any expenses due to your failure to comply with the laws, regulations, orders, requirements or other travel regulations of the relevant country or region, or your failure to present the required documents, you shall repay any money paid or any expenses incurred by us. In order to avoid your loss, you should understand in details and abide by the relevant regulations of the country or region where you will travel from, to or through before you travel.

Article 5 Refusal and Restriction of Transportation

5.1 Refusal of Transportation

According to our judgment, due to one or more of the following reasons, we may refuse to carry you or your baggage after notifying you. In this case, you have the right to refund the ticket.

5.1.1 Carriage of you or your baggage violates any applicable laws, regulations, orders or provisions of any country or region of origin, destination or flyover;

5.1.2 Carriage of you or your baggage may endanger or affect the safety, health, convenience or comfort of you or other passengers or crew members;

5.1.3 Any baggage or items that a stranger requires you to carry for him/her;

5.1.4 Your mental, behavioral or physical condition, including your being under the influence of alcohol or drugs, may cause danger or harm to yourself, passengers, crew members or property;

5.1.5 You have committed bad behaviors during air transportation before, and we have reason to believe that such bad behaviors may still happen again;

5.1.6 You refuse to accept security check, or your baggage has not been checked;

5.1.7 You have not paid the corresponding fare, taxes or fees, etc.;

5.1.8 You failed to present a valid ID; or the valid ID you presented is not the same as the one you used when purchasing the ticket; or you do not have a valid travel document; or you refused to hand over the travel document to the flight crew as required by the flight crew to sign for safekeeping;

5.1.9 Your ticket was not obtained legally, or was not purchased from us or our authorized sales agent, or was forged;

5.1.10 You have not or are unable to comply with our safety or security instructions;

5.1.11 You have failed to comply with the regulations on smoking ban or using electronic devices on board;

5.1.12 You failed or refused to follow the instructions of the crew.

5.2 Restricted Transportation

5.2.1 Passengers with infants, unaccompanied children, the disabled, pregnant women, injured or sick people or other people who need special services must ask us in advance, meet our transportation conditions, and get our consent and make corresponding arrangement then can be carried.

5.2.2 Carriage of infants

Infant passengers must be accompanied by an adult who has reached the age of 18 and has full capacity for civil conduct.

We do not provide air transportation services for babies born less than 14 days old and premature babies born less than 90 days old (newborns born under 37 weeks of gestational age).

5.2.3 Carriage of children

Children over two years old and under five years old must be accompanied by an adult who has reached the age of 18 and has full capacity for civil conduct; when a child is accompanied by an adult, they should purchase a ticket with the same class of service as their companion.

Children who have reached the age of five but are under the age of twelve should be accompanied by an adult who has reached the age of 18 and has full capacity for civil conduct. If you are not accompanied by an adult, you should apply for the unaccompanied child service in advance. With our consent, you can only transport after you purchase a ticket and pay the service fee according to our requirements. There is a limit on the number of unaccompanied children who are five years old but less than eight years old on each flight, and we have the right to refuse carriage for this reason.

Juvenile passengers who have reached the age of 12 and less than the age of 18 travels alone and can apply for unaccompanied children services voluntarily. Regarding the transportation charges for unaccompanied children, you can inquiry with us, our authorized sales agents or authorized ground service agents.

5.2.4 Carriage of persons with disabilities

We will comply with the relevant laws and regulations on air transportation of persons with disabilities by the CAAC, and provide transportation for persons with disabilities who are qualified to board the flight. There is a limit on the number of persons with disabilities who are unaccompanied by each flight and who need assistance during emergency evacuation, therefore we have the right to refuse transportation.

5.2.5 Carriage of pregnant women

For pregnant passengers who are less than 32 weeks pregnant, we will treat you as an ordinary passenger, except for those who are diagnosed by a doctor as unsuitable to fly. For your travel safety, if you are 32 weeks pregnant but less than 35 weeks, you need to take the flight with a true and valid diagnosis certificate issued by an obstetrician or a medical institution at or above the county level (including) indicating the number of weeks of pregnancy. If you cannot provide proof, you must sign the "Risk Notice" before you can take the flight.

For pregnant women over 35 weeks of pregnancy (inclusive), pregnant women whose expected delivery date is within 4 weeks (inclusive), pregnant women whose expected delivery date is approaching but cannot determine the exact date and are known to have multiple births or are expected to have delivery complications, less than 7 days after delivery, we do not provide air transportation services for them.

5.2.6 Carriage of injured or sick passengers

There are certain risks for injured or sick passengers traveling by air. In the closed, dry, hypoxia and pressure changed high-altitude environment, injuries, aggravation of illness, or even more critical situations may occur. It is recommended to consult your doctor before you plan to travel. If you insist on air travel, you need to provide a true and valid diagnosis certificate of injury or illness issued by a doctor or a medical institution at or above the county level.

At the time of ticket purchase, a diagnosis certificate issued no earlier than 10 days before the earliest flight date (excluding the day of departure) must be provided; a diagnosis certificate issued no earlier than 72 hours before the flight departure must be provided at the time of check-in.

For any reason, you cannot use the standard seat of the aircraft (such as knee/hip joint rigidity and cannot be bent), or the seat back of the aircraft cannot maintain an upright posture during take-off and landing, and you cannot find a satisfactory alternative. You are required to apply for stretcher transportation service, only those can be carried after we agree and make corresponding arrangements.

We do not provide air transportation services for the following injured and sick passengers:

5.2.6.1 Patients with known or suspected quarantine infectious diseases;

5.2.6.2 People who suffer from mental illness and may cause harm to other passengers or themselves during the onset;

5.2.6.3 Those with serious facial injuries, special stench or special quirks, which may cause discomfort to other passengers;

5.2.6.4 Those who are unable to take care of themselves due to injury, illness, infirmity or mental condition, if they are not accompanied by a special person during the trip, or the escort is unable to independently take care or control;

5.2.6.5 Passengers carrying equipment for storing, generating or distributing oxygen;

5.2.6.6 Heart disease patients in a severe or critical state, such as severe heart failure, cyanosis or myocardial infarction (infarction occurred within six weeks before travel);

5.2.6.7 Patients with severe otitis media accompanied by Eustachian tube plug syndrome;

5.2.6.8 Patients who have recently suffered from spontaneous pneumothorax or patients who have recently undergone pneumothorax plastic surgery;

5.2.6.9 Patients with large mediastinal tumors, large hernias and intestinal obstruction;

5.2.6.10 Head injury causes increased intracranial pressure and skull fracture;

5.2.6.11 Mandibular fractures who have recently used metal wire connection;

5.2.6.12 Patients who have suffered from polio in the past 30 days, patients with bulbar polio;

5.2.6.13 Patients with severe hemoptysis, hematemesis or vomiting symptoms;

5.2.6.14 Those who have suffered severe trauma or major surgical operation recently, and the wound has not healed completely.

5.3 Refund after Rejection

Any passenger who has been refused carriage or cancelled due to the provisions of Article 5 may apply for a refund in accordance with the provisions of 3.2.4.

Article 6 Baggage Transportation

6.1 Baggage Transport Restrictions

6.1.1 Articles that shall not be transported as baggage

The following items shall not be delivered as checked baggage or brought into the cabin as non-checked baggage:

6.1.1.1 Items that may endanger the safety of aircraft, people on board or property, such as the International Civil Aviation Organization’s "Technical Instructions for the Safe Air Transport of Dangerous Goods" and the IATA’s "Dangerous Goods Regulations" as well as the items listed in our provisions, including but not limited to: explosive substances, devices and imitations; gases (including flammable and non-flammable non-toxic gases, toxic gases, compressed gases, etc.); flammable substances (including liquid combustibles, solid combustibles, such as lighters, matches, etc.), spontaneous combustion substances and flammable substances in contact with water; oxidants and organic peroxides; toxic substances and infectious substances; radioactive or magnetized substances; corrosive substances; items that generate heat; dangerous or irritating substances and other dangerous goods .

6.1.1.2 Firearms and their main parts (including military, civilian, and official guns; pistols, rifles, submachine guns, machine guns, riot guns, air guns, anesthesia injection guns, sample guns, prop guns, steel ball guns, tear gas guns, stun guns etc.); ammunition; ordnance, police equipment and their main parts (truncheons, military or police daggers, bayonets, etc.); state-banned equipment (electric shocks, defensive devices); state-controlled equipment (crossbows, daggers, triangular knives, three-edged scrapers for machining, knives with self-locking devices, single-edged knives that resemble daggers but longer than daggers, double-edged knives, and other similar single-edged, double-edged, three-edged sharp knives, etc.); other similar items and imitations of the above items shall not be transported as baggage.

Guns and ammunition used for sports can be transported as checked baggage if they comply with the provisions of 6.2.5.3.

6.1.1.3 Items prohibited from transportation by laws, regulations, and orders of the People's Republic of China or articles prohibited from transportation by laws, regulations, or orders of exit, entry or transit countries;

6.1.1.4 Items that we believe cannot be transported due to the following reasons: items that are not suitable for transport due to the danger, unsafe of the articles, or their weight, volume, packing, shape, or nature; Live animals (except for the small animals specified in provision 6.2.5.1 and the service dogs specified in provision 6.3.2); fresh and live items with obvious peculiar smell (such as seafood, durian, etc.); items with narcotic, unpleasant or other similar properties, etc.

If you want to know more about the items that cannot be transported as baggage, you can check with us, our authorized sales agents or authorized ground service agents.

6.1.2 Items not to be transported as checked baggage

The following items cannot be transported as checked baggage:

6.1.2.1 Spare lithium battery, lithium battery mobile power supply (such as power bank)

Spare lithium batteries, lithium battery mobile power sources (such as power banks) shall not be transported as checked baggage. However, if it meets our transportation conditions, and with our consent, passengers can carry it with them. For details, please refer to provision 6.3.5 of these conditions.

6.1.2.2 Suitcase with non-detachable lithium battery

6.1.2.3 Ashes

6.1.3 Items not recommended to be transported as checked baggage

In your checked baggage, it is recommended not to put or carry important documents and materials, valuable documents, bills of exchange, securities, currency, negotiable bills, jewelry, precious metals and their products, luxury bags, watches and other valuables, antiques, calligraphy and painting , fragile and breakable items, perishable items, samples, out-of-print printed matter or manuscripts, travel documents or certificates, personal electronic devices (except spare batteries), and prescription drugs that individuals need to take regularly. If your checked baggage contains the above-mentioned items, we only assume general checked baggage liability for the loss and damage of the above-mentioned items.

6.1.4 Restricted items

Baggage with special shape, length, weight or special nature of its own, as well as items restricted for transportation as stipulated by national laws, administrative regulations and rules, can only be accepted for transportation if it meets our transportation conditions and with our consent.

If you want to know more about the restricted transportation items, you can refer to provision 6.2.5 and 6.3 of these conditions or consult us, our authorized sales agent or authorized ground service agent.

6.2 Checked Baggage

6.2.1 Packing of checked baggage

6.2.1.1 Your checked baggage should be well packed, well buckled, tightly bound, able to withstand a certain amount of pressure, and be able to be safely loaded, unloaded and transported under normal operating conditions. For baggage whose packing does not meet the requirements, we may refuse to accept it or not be liable for damages.

6.2.1.2 You should mark your name or other personal identification marks on the inside and outside of your checked baggage.

6.2.1.3 We will issue a baggage identification tag for each piece of your checked baggage after we accept your checked baggage.

6.2.2 Restrictions on the weight, size and number of checked baggage

The weight of each ordinary checked baggage shall not be less than 2KG (4 lbs), the domestic shall not exceed 45KG (99 lbs), and the international shall not exceed 32KG (70 lbs).

In weight-based flights, the length, width and height of each piece of checked baggage shall not exceed 100CM (40 inches), 60CM (24 inches), and 40CM (16 inches) respectively; the sum of the three sides of each piece of checked baggage shall not exceed 203 cm (80 inches, including wheels and handles).

In weight-based flights, the length, width, and height of each piece of checked baggage shall not be less than 30CM (12 inches), 10CM (4 inches), and 20CM (8 inches) respectively; the sum of the three sides of each piece of checked baggage based on the piece concept shall not be less than 60 cm (24 inches).

Items beyond the above-mentioned limits shall not be transported as checked baggage.

Due to limited flight capacity, we have the right to limit the maximum amount of your checked baggage in addition to the free baggage allowance.

6.2.3 Free baggage allowance

We will determine your free baggage allowance based on the class of the ticket you hold, the distance of the flight and your membership level, etc. You can check the "Baggage Service" standard on SDA's official website, or contact us or our authorized sales agent or our authorized ground service agent to check your free baggage allowance.

If you involuntarily change the class of service of your ticket, we will still calculate your free baggage allowance based on the standard of service class of the original ticket.

6.2.4 Charges for excess checked baggage

6.2.4.1 When your ordinary checked baggage exceeds the free baggage allowance standard, you shall pay the excess baggage fee for the excess baggage.

6.2.4.2 We will determine your excess baggage fee based on the line and class of your ticket, as well as the weight, size and number of excess baggage you have checked in. You can inquire about the "Baggage Service" standards on SDA's official website, or consult us, our authorized sales agents or authorized ground service agents for specific charging standards.

6.2.4.3 We will issue you a proof of charge when we charge you for excess baggage.

6.2.4.4 With our consent, you can collect your checked baggage at the stopover location, but for the excess baggage that has already been transported, the paid excess baggage fee for the unused segment will not be refunded.

6.2.5 Special checked baggage

Special checked baggage refers to checked baggage that has a special shape, length, weight or its own characteristics. We will charge corresponding fees according to the line of your ticket and the type of special baggage you checked in. You can check with us, our authorized sales agents or authorized ground service agents for specific charging standards.

6.2.5.1 Small animals

The small animals we carry are limited to domestic pet dogs and cats, but cats, dogs and their hybrid breeds that are prone to injury, prone to breathing problems, and short-nose series, and are pregnant and born no more than 8 weeks, cats and dogs that are breastfeeding, within 7 days of delivery, or sick are not accepted.

For the transportation of small animals, an application must be made to us in advance, and an animal quarantine certificate and all relevant documents or certificates required for exit, entry or transit must be provided, and the transportation can be carried out with our consent. You must ensure that the small animals are properly packed in the container, and the container must meet our requirements, otherwise we will not carry it. We have the right to limit the number of small animals transported by each aircraft, and such small animals can only be transported in the cargo hold.

You should take full responsibility for the small animals that you consigned. Due to the country’s refusal to enter or transit during the transportation process, the failure of small animals to arrive on time, or the small animals’ injuries, illnesses, escapes or deaths under normal transportation conditions, we are not liable, unless the occurrence of the above is due to our fault.

You shall bear full responsibility for all damages or injuries that the animal may cause to other passengers or us.

6.2.5.2 Sports equipment

We only carry various devices, equipment and supplies used in competitive sports competitions and fitness exercises. Sports equipment (except golf bags) that exceed the weight or size limits of ordinary checked baggage must be submitted to us in advance and can only be transported with our consent. We can refuse to accept it when the condition of the aircraft is not suitable for transportation.

You should properly pack the sports equipment you are shipping, and try to use the original factory packing or professional packing or packing accepted by us, which can withstand a certain amount of pressure, and can be safely loaded, unloaded and transported under normal operating conditions. Any inflatable sports equipment must be deflated and transported.

6.2.5.3 Firearms and bullets

We only carry guns and bullets for shooting competitive sports. You must apply to us in advance and we can only transport them after we agree, and the weight of such items is not included in the free baggage allowance.

Firearms must be unloaded, secured, and individually and properly packaged according to our provisions. The transportation of bullets shall be handled in accordance with the provisions of ICAO and IATA specified in provision 6.1.1, as well as applicable laws and regulations of our country and our requirements. Each passenger is limited to check 5KG bullets (gross weight).

6.2.5.4 Small electrical appliances, instruments and media equipment

Small electrical appliances, instruments and media equipment refer to electrical appliances used in work and life that meet the general baggage size requirements.

When consigning small electrical appliances, instruments and media equipment, you need to pack them properly. Use the original or professional packing as much as possible. The packing needs to be well-packaged, well-locked, tightly bound, and able to withstand a certain amount of pressure.

We only bear the responsibility of ordinary checked baggage for such items, and we recommend that you take it with you on the premise that it meets the requirements for carry-on baggage.

6.2.5.5 Fishing gear

Fishing gear includes a tool box, a fishing basket or canvas bag, a pair of fishing rods and packing bags or boxes.

Fishing gear can only be transported as checked baggage, and you should pack the checked fishing gear properly.

6.2.5.6 Musical instruments

Musical instruments can be transported as checked baggage. You must submit an application to us in advance and only after our consent can be transported. Overweight and oversized musical instruments such as piano, harp, timpani, etc. cannot be transported as checked baggage.

If you are consigning musical instruments, you need to pack them properly. Use the original or professional packing as much as possible. The packing should be well-packed, well-locked, tightly bound, and able to withstand a certain amount of pressure to facilitate safe loading, unloading and transportation by baggage staff.

6.2.5.7 Aquatic products

The aquatic products we carry refer to animal and plant products and processed products produced by marine and freshwater fisheries. When aquatic products are transported as checked baggage, the size limit is equivalent to that of ordinary checked baggage, and the weight of a single piece shall not exceed 32KG, and it is limited to domestic air transportation.

The packing for the transportation of aquatic products must be firm and sealed to ensure that there is no peculiar smell and no liquid leakage. The foam box must be wrapped in a cardboard box. The foam box must have four walls, bottom and top. The thickness of the wall should not be less than 2 cm. The box body must be free of any damage or cracks. The bottom of the foam box should be laid with absorbent materials, such as absorbent paper, absorbent sponge or sawdust. The foam box is packed with double-layer polyethylene plastic bags, and they are strapped and sealed separately. The specifications of the carton and the foam box must be matched, and two foam boxes cannot be packed in one carton. Old foam boxes and old cartons that have been damp, folded, deformed, or recycled are not allowed to be used as transport packing for aquatic products.

It is forbidden to use loose ice or dry ice to cool the package.

If you need to cool down, you can place a sealed ice bag, or use a bottle of mineral water to freeze it into ice. Before packing, use absorbent paper or other absorbent materials to wrap ice packs or mineral water bottles to prevent leakage or outflow of condensed water. In order to prevent the bottle from breaking after freezing, the water in the mineral water bottle can only be filled up to 80%, not full.

6.2.5.8 Alcoholic liquid drinks

Alcoholic liquid drinks can only allow to be consigned (Duty-free goods purchased in the controlled area of the terminal or on the plane can be carried on board with you, but you need to hold a shopping certificate and go through a security check). The label should be comprehensive and clear and placed in the retail package. The volume of each container should not exceed 5L. The consignment quantity is not limited when the volume percentage of alcohol is less than or equal to 24%; The total volume of the consignment per passenger shall not exceed 5L when the volume percentage of alcohol is greater than 24% and less than or equal to 70%. If the volume percentage of alcohol is greater than 70%, we will not carry it.

6.2.5.9 Dry ice

With our consent, when your perishable items need to be kept fresh, you can carry dry ice no more than 2.5KG (5 pounds) as checked or carry-on baggage. Dry ice packages must have vents; as checked baggage, solid "carbon dioxide" or "dry ice" must be marked on the baggage.

6.2.5.10 Small medical or clinical thermometers containing mercury

Small medical or clinical thermometers containing mercury can only be transported as checked baggage. You can only consign one of them, and they must be placed in protective packing.

6.2.5.11 Sharp objects, blunt objects, tools and other similar items other than controlled knives

Sharp and blunt tools other than controlled knives, daily knives, professional knives, sticks, such as kitchen knives, fruit knives, table knives, handicraft knives, scalpels, scissors, steel files, axes, short sticks, hammers, etc.

Tools and other similar items mainly include: drilling rig (including drill bit), chisels, cones, saws, bolt guns, nail guns, screwdrivers, crowbars, hammers, pliers, welding guns, wrenches, axes, hatchets (Flat Axe), vernier caliper, ice axe, ice crusher, dart, slingshot, bow, arrow, buzzer self-defense device, etc.

6.2.5.12 Electric wheelchair

We only accept applications for consignment of electric wheelchairs brought by passengers with limited mobility due to disability, health, or age, and their own electric wheelchairs or electric mobility tools used during the trip must be checked at the check-in counter.

The electric wheelchair or electric mobility tool you checked in must meet our relevant requirements on the transportation of dangerous goods. The free checked electric wheelchair or electric mobility tool is limited to one (on this basis, one manual folding wheelchair can also be checked free of charge).

The electric wheelchair consignment service is applicable to non-leaking battery electric wheelchairs, leakage battery electric wheelchairs, and lithium battery wheelchairs or mobility tools. Among them, the capacity requirement of lithium battery wheelchair: the rated power of the battery shall not exceed 300Wh. If it must be driven by two batteries, the rated power of any one of the batteries must not exceed 160Wh. At the same time, you can carry one more spare battery with a rated power of no more than 300Wh or two spare batteries with a rated power of no more than 160Wh.

If the electric wheelchair battery can be removed, the battery shall be removed and carried with you. The two poles of the removed battery and spare battery should be insulated to prevent short circuit.

6.2.6 Declared Value Service

We provide checked baggage declaration value service. You can voluntarily apply for a value declaration for your checked baggage, but the requested checked baggage declared value must comply with the relevant provisions of our checked baggage and value declaration service.

6.2.7 Claim and delivery of checked baggage

6.2.7.1 You should check and claim your checked baggage as soon as possible by presenting the identification tag of your baggage tag at your destination or stopover station. If necessary, you should hand in your ticket for inspection. We deliver the baggage according to the baggage identification tag, and we are not responsible for whether the person claiming the baggage is indeed you, as well as the losses and expenses caused thereby.

6.2.7.2 If you cannot show your baggage identification tag and request to claim your checked baggage, you should only claim it after providing a certificate recognized by us.

6.2.7.3 If your checked baggage is not picked up within 90 days from the date of arrival, we will dispose of the baggage without notifying you without any responsibility. For the perishable items in your baggage, we have the right to deal with them 72 hours after the baggage arrives without any responsibility.

6.2.7.4 Your checked baggage shall be transported on the same plane with you as far as possible, unless it may be transported or terminated by subsequent flights due to operational, safety or security reasons. If your checked baggage is transported on a subsequent flight due to our reasons, it will be delivered to you by us, unless the law requires you to be present to go through customs formalities in person.

6.2.7.5 If you failed to collect your checked baggage or lost your checked baggage after arriving at your destination, please report it to us immediately.

6.3 Non-checked Baggage

6.3.1 Restrictions on the weight, size and number of non-checked baggage

The weight of a single piece of non-checked baggage carried by each passenger in first class and business class shall not exceed 8 kg (17 lbs); the weight of a single piece of non-checked baggage carried by each passenger in premium economy class and economy class shall not exceed 5 kg (11 lbs); each piece of non-checked baggage shall not exceed 55 cm (22 inches), 40 cm (16 inches), 20 cm (8 inches) on the three sides of each non-checked baggage, which can be placed in the closed baggage rack above the cabin , or placed under your front seat;

Each passenger in first class and business class can carry 2 pieces of non-checked baggage; each passenger in premium economy class and economy class can carry 1 piece of non-checked baggage.

In addition to safety reasons, crutches, prostheses, electronic cochleaes, hearing aids, blind sticks, blind glasses, vision aids, folding manual wheelchairs, etc. held by passengers with disabilities, injuries, illnesses, etc. on the flight with limited mobility must be used at any time during the trip, the auxiliary equipment that arrives can be brought into the cabin; if there is no storage space in the cabin for the above equipment, we will check it in for you free of charge.

6.3.2 Service dog

Service dog refer to special dog that have been specially trained to provide assistance to the disabled in life and work, including guide dog, hearing dog, etc.

You must apply to us in advance and provide the service dog’s identity certificate, animal quarantine certificate and all relevant documents or certificates required for exit, entry or transit. We have the right to limit the number of service dogs brought into the cabin of each aircraft. You are responsible for the excretion of the service dog in the cabin and ensure that it does not affect the hygiene of the aircraft. The service dog brought into the passenger cabin should be tied to a tow rope and wear a work shirt before boarding, and must not occupy a seat or allow it to run at will. With the consent of the relevant passenger, you may not be required to wear a muzzle for the service dog. The service dog shall be brought into the cabin for transportation by a disabled person who is qualified for the flight.

6.3.3 Seat occupied baggage

If you need to apply for baggage occupancy service, you must apply to us in advance and pay the relevant fees.

The weight of the baggage that occupies a seat must not exceed 75KG (165 lbs.), and the three sides of length, width, and height must not exceed 100 cm (40 inches), 60 cm (24 inches), and 40 cm (16 inches) respectively.

The class of service of the ticket you purchased for seat-occupied baggage should be consistent with the class of service of your ticket. The seat occupied by the baggage and your seat will be arranged in the last row of the cabin, and the seats are adjacent and not close to or separated from the aisle. Seat-occupied baggage must not hinder you and other passengers' emergency evacuation, must not affect the observation of the external situation through the cabin windows, and must not obscure any passenger notifications and exit signs.

6.3.4 Seat occupied musical instruments

You must apply to us in advance and pay the relevant fees when musical instruments are used as seat occupied baggage.

For the cello and other special musical instruments that can be transported as seat-occupied baggage, the weight must not exceed 75KG (165 pounds), and the three sides of the length, width, and height must not exceed 150 cm (59 inches), 60 cm (24 inches), and 40 cm (16 inches). ).

The class of service of the passenger ticket you purchased for the musical instrument that occupies the seat should be consistent with the class of service of your ticket. The seat occupied musical instrument and your seat will be arranged in the last row of the cabin, and the seats are adjacent and not close to and not separated from the aisle. The seat occupied musical instrument must not hinder you and other passengers from evacuation, and must not affect the observation of the external situation through the cabin windows, and must not obstruct any passenger notifications and exit signs.

6.3.5 Spare lithium battery, lithium battery mobile power sources (such as power bank)

Spare lithium batteries and lithium battery mobile power sources (such as power banks) are for your own personal use and can only be transported as non-checked baggage, not as checked baggage.

Spare lithium batteries, lithium battery mobile power sources (such as power banks) lithium ion batteries with a rated energy greater than 160Wh, and spare lithium metal batteries with a lithium content greater than 8 grams are prohibited to carry (except for the spare batteries for electric wheelchairs);

Spare lithium batteries, lithium battery mobile power sources (such as power banks) with a rated energy greater than 100Wh (watt-hours) and no more than 160Wh spare lithium-ion batteries, and spare lithium metal batteries with a lithium content greater than 2g and no more than 8g (only applicable to portable electronic medical equipment), with our consent, each passenger can carry a maximum of 2;

Spare lithium batteries, lithium battery mobile power sources (such as power banks) spare lithium ion batteries with a rated energy of no more than 100Wh (watt hours), spare lithium metal batteries with a lithium content of no more than 2 grams, and we agree that each passenger can carry a maximum of 20;

The total number of spare lithium batteries and other types of batteries for portable electronic equipment (including medical electronic equipment) carried by each passenger shall not exceed 20. Among them, spare lithium ion batteries with a rated energy greater than 100wh (watt hours) and no more than 160wh, spare lithium metal batteries with a lithium content greater than 2 grams and no more than 8 grams (only applicable to portable electronic medical equipment) and lithium battery mobile power sources shall not be combined more than 2.

Spare batteries must be individually protected to prevent short circuits. It is strictly forbidden to carry the lithium batteries with safety defects recalled by the manufacturer and the lithium batteries with unclear markings, and the rated energy or lithium metal content cannot be confirmed, and lithium battery mobile power sources (such as power banks). It is strictly forbidden to carry lithium battery mobile power sources (such as power banks) that are not for personal use. It is strictly forbidden to use lithium battery mobile power sources (such as power bank) during the flight.

6.3.6 Mercury barometer or mercury thermometer for meteorology

Meteorological mercury barometers or mercury thermometers can only be transported as non-checked baggage. With our consent, representatives of the government meteorological bureau or similar official agencies may carry one mercury barometer or mercury thermometer per person.

The mercury barometer or mercury thermometer must be packed in a solid outer package with a sealed inner lining or a sturdy leak-proof and anti-penetration material bag. This kind of packing should prevent mercury from leaking from the package.

6.4 Others

Regarding the calculation method of free baggage allowance and excess baggage fee, the relevant requirements of baggage declared value, small animal transportation, special baggage and compensation standards for baggage damage, loss and delay, etc., please refer to "Baggage Service" standard on SDA's official website, or check with us and our authorized aviation sales agents.

Article 7 Overbooking

7.1 Basic Principle

7.1.1 In order to reduce the wasted seats of flights caused by the temporary cancellation of travel plans by some passengers, and to ensure that more passengers can take the ideal flight, we may carry out appropriate overbooking on some flights that are prone to wasted seats.

7.1.2 We will fully consider the route, flight schedule, time, type and connecting flight, etc., reasonably control the proportion of flight overbooking, and avoid the occurrence of passengers being refused boarding due to overbooking to the greatest extent.

7.1.3 If the actual number of passengers on board exceeds the number of seats due to overbooking, we will look for passengers who voluntarily give up the trip according to the procedure for soliciting volunteers. We will refuse boarding of some passengers if there are not enough passengers who voluntarily give up the trip.

7.2 Procedures for Soliciting Volunteers

If a flight is overbooked, we will publish flight overbooking information in an appropriate form before the flight takes off, consult passengers who voluntarily abandon their trip, and inform the relevant compensation and service standards. We will distinguish between different situations or according to needs, through one or more of the following methods to recruit volunteers:

7.2.1 Volunteer application options are set up in the booking link of the official website to solicit volunteers.

7.2.2 Volunteers application hotline shall be set up in the open letter of flight overbooking published on the official website and the company own ticket office to solicit volunteers.

7.2.3 Actively call or send text messages to you to solicit volunteers.

7.2.4 Call for volunteers at the service site of the terminal by means of broadcast or notification.

7.3 Boarding Priority Rules

In the absence of soliciting enough volunteers, we will follow the principles of public order and good customs, comprehensively consider the needs of special passengers such as the elderly, the young, the sick, the disabled, and other factors, as well as the subsequent flight connections and other factors, to determine the priority passengers for boarding. For details, please refer to the “Open letter to all passengers on overbooking of flights".

7.4 Compensation Standards, Methods and Related Service Standards for Passengers Refused to Board

7.4.1 Compensation Standard

We will determine the method or amount of compensation for you based on the fare of your ticket, the waiting time for the subsequent flight change and your wishes. For details, please refer to the "Open letter to all passengers on overbooking of flights ".

7.4.2 Compensation method

We can provide you with compensation through free tickets or cash.

7.4.3 Service Standard

If you fail to take the original flight due to overbooking of the flight, we can provide you with the following services:

7.4.3.1 Arrange the earliest available flight first to ensure that you can travel as soon as possible;

7.4.3.2 Or it can be processed as involuntary refund, no refund fee will be charged;

7.4.3.3 Or as an involuntary change of trip, the fare will be refunded for more and don’t make up for less;

7.4.3.4 If the subsequent flight arranged for you is the next day's flight, we will provide accommodation for free.

Article 8 Delay, Cancellation and Diversion of Flight

8.1 General Provisions

8.1.1 The flight schedule or aircraft type specified in the flight schedule may change between the date of its announcement and the date you actually start traveling. We do not guarantee the flight schedule or aircraft type, and the flight schedule or the type does not form part of the transportation contract between us and you.

8.1.2 We will inform you of the time of the booked flight in effect at that time and list it on your ticket before accepting your booking. We may change the flight schedule after the ticket is sold. We will try our best to notify you of the change of flight schedule if you provide us with your contact information.

8.1.3 We will take all reasonable measures to avoid delays, cancellations, and alternate landings of your flight. If we have taken all reasonably required measures or it is impossible to take such measures, we will not be liable for the losses caused to you.

8.2 Services after Flight Delay, Cancellation and Diversion

8.2.1 Ticket service

After the flight is delayed or cancelled, we can assist you in handling involuntary changes or involuntary refunds in accordance with provisions 3.1.3 and 3.2.5 of these conditions, or transport you to the destination specified on the ticket by other means of transportation approved by both parties, and the costs incurred shall be executed in accordance with provision 3.1.3.

If the flight alternates, no matter what the reason, we will provide you with services in accordance with provisions 3.1.3.1 and 3.2.5.

8.2.2 Information Service

If the departure is delayed or cancelled at the place of origin, or the flight is delayed or cancelled at the stopover station, or the flight alternates, we will provide you with flight status information as required.

8.2.3 Catering Service

Departure from the origin station is delayed or canceled, or the flight is delayed or canceled at the stopping station, or the flight alternates, we will provide you with catering services as required.

8.2.4 Accommodation Services

Due to our reasons such as mechanical failures, flight schedules, transportation services, crews, etc., which cause the flight to depart from the origin to be delayed or cancelled, we will provide you with accommodation services in accordance with requirements.

Due to weather, emergencies, air traffic control, security checks, passengers and other reasons that do not belong to us, we will assist you in arranging accommodation at your own expense.

If the flight is delayed or cancelled at the stopover station, or the flight alternates, for whatever reason, we will provide you with accommodation services in accordance with the requirements.

8.2.5 Flight Delay or Cancellation Certificate

If you need, we will provide you with written certificate of flight delay or cancellation.

8.3 Compensation for Flight Delay

8.3.1 Compensation conditions and standards

We will provide you with economic compensation based on the actual situation of the delay due to our reasons such as maintenance, flight dispatch, crew, etc., which cause flight delays. For a delay of more than 4 hours (inclusive) and no more than 8 hours, each passenger will be compensated RMB 200; for a delay of more than 8 hours (inclusive), each passenger will be compensated RMB 400.

8.3.2 Compensation method

We can provide you with compensation through ticket discounts, cash, etc.

Article 9 Additional Services

9.1 In order to meet your additional needs, we can provide you with additional services such as paid seat service, paid upgrade service, pre-paid baggage service, etc. please decide whether to purchase it according to your needs. You may need to pay a certain fee for this, and this part of the fee is not included in the ticket fare.

9.2 If you need to change the additional services you have booked, you should contact us as soon as possible. We will handle the change procedures for you according to the additional service requirements which you purchased.

9.3 You can consult us for specific additional service requirements.

Article 10 Complaint Acceptance Channels

Our channels for handling complaints include:

Email address: yjsl@sda.cn

Complaint Hotline: (+86-531) 95369-7

Online complaint address:

http://zjsqyjx.net.cn/complaint/login.shtml

Article 11 Liability for Damages

11.1 General provisions

11.1.1 Our liability for damages incurred by you during air transportation is bound by Chinese law, applicable international conventions and these Conditions of Carriage. We are only liable for your actual damage caused by our actual air transportation activities in accordance with these Conditions of Carriage and the limits of liability stipulated by Chinese laws or applicable international conventions. If no Chinese laws or applicable international conventions can be cited, these Conditions of Carriage apply. The transportation responsibilities of other carriers related to you in your travel are subject to the laws of the country where they are located and the conditions of carriage of the carriers in question.

11.1.2 We are not liable for any losses caused by our compliance with applicable laws and international conventions or your failure to comply with such applicable laws and international conventions.

11.1.3 Except as otherwise provided for in these Conditions of Carriage , our liability to you based on the applicable laws or conventions is limited to the direct losses and expenses that can be substantiated by the proof you provide. We are not liable for any indirect, punitive, disciplinary or other non-compensatory losses.

11.1.4 If the damage is caused or contributed to by the fault of you or the claimant, our liability shall be exempted or reduced accordingly in accordance with applicable laws or international conventions.

11.1.5 Unless expressly provided for, these Conditions of Carriage shall not make us waive any provisions in applicable laws or conventions that exempt us from or limit our liabilities.

11.1.6 Our contract of carriage, including these Conditions of Carriage and provisions on exemption of liabilities or limitation on liabilities, also applies to our agents and employees. In any case, the total amount of compensation received from us and our agents and employees shall not exceed our limits of liability under applicable laws or international conventions.

11.2 Liability for compensation for personal injury

Events that occur on a civil aircraft or during your embarkation on or disembarkation from a civil aircraft: for losses from the personal injury or death , when it comes to domestic air transportation, we will be liable based on the "Civil Aviation Law of the People's Republic of China" and the state's relevant provisions on the limitations of liability in domestic air transportation ; when it comes to international air transportation defined by international conventions, we will be liable based on such international conventions ; when it comes to the international air transportation not defined by the Warsaw Convention, the Hague Protocol, or the Montreal Convention, we shall be liable for compensation in accordance with the relevant provisions of the Montreal Convention. However, we are not liable for any illness, injury, disability, death, etc. caused or aggravated by your physical condition.

11.3 Liability for damage to baggage

11.3.1 We are not responsible for any loss of baggage that occurs due to the natural attributes, inherent defects, quality or defects of the baggage itself. You should ensure that the outer packaging is in good condition and the contents of your baggage are well packaged. We are not responsible for the losses caused to you because your baggage is not properly packaged.

11.3.2 Unless the loss occurs by the misconduct of us, our agents and employees, we shall not be liable for the loss of your unchecked baggage.

11.3.3 If your baggage is damaged and you have not applied for value declaration services and paid related additional fees, we shall be liable for compensation according to the reduced value of the baggage, including repairs, cash compensation, etc., within the liability limits stipulated by relevant applicable laws or international conventions. If you have applied for the declared value services and paid the relevant additional fees, we shall be liable within the amounts of the declared value, but the maximum amounts shall not exceed the actual benefits of the baggage when it is delivered at the destination.

11.3.4 We are not responsible for any damage caused by your baggage or contents. You shall be liable for the damage caused by your baggage or its contents to others, their property, including other baggage or its contents, and to our property.

11.3.5 For losses arising from the destruction, loss or damage of the checked baggage, as long as the event that caused the destruction, loss or damage has occurred on the aircraft or during any period where the checked baggage is under our control: for domestic air transportation, we assume responsibility based on the "Civil Aviation Law of the People's Republic of China" and the country's relevant domestic air transportation carrier liability limits; for international air transportation defined by international conventions, the liability provisions of the corresponding international conventions shall apply; for international air transportation not defined by the Warsaw Convention, the Hague Protocol, and the Montreal Convention, we shall refer to the relevant liability provisions of the Montreal Convention.

11.3.6 If there are items in your baggage that cannot be transported as baggage and checked baggage as specified in paragraphs 6.1.1 and 6.1.2 of these Conditions, we will not be liable for the loss of, damage to or confiscation of such items, unless otherwise provided for in Chinese laws and international conventions.

11.3.7 When the checked baggage is delivered and the holder of the baggage identification tags accepts the checked baggage without raising any objections, this is the preliminary evidence that the checked baggage has been delivered in good condition and is in conformity with the contract of carriage, unless you provide evidence to the contrary. If your checked baggage is damaged, you should notify us in writing immediately when you find it, and at the latest within 7 days from the date of receipt of the checked baggage. If your checked baggage is delayed, you should, at the latest, raise an objection to or make claims against us in writing within 21 days from the day of the delivery of the checked baggage to you. If you do not file an objection within the above-mentioned time period, you shall not file a suit against us.

11.3.8 We will grant a refund on the excess baggage fee that you have paid when making compensation for your lost baggage.

11.4 Liability for third-party services

If we arrange for you a service other than air transportation provided by a third party, or if we issue you a ticket or receipt of payment for ground transportation, hotel reservations, or vehicle ride provided by a third party (non-air) transportation or service, when arranging the above services, we are only an intermediary between you and the service provider. You and the third-party service provider shall directly conclude a contract, and the terms and conditions established by the service provider apply. We are not responsible for whether you can get such services or the quality of the services. The terms and conditions of the third-party service provider apply to such services.

Article 12 Other Provisions

12.1 The short headings under each provision in these conditions are for convenience only and are not used to explain the content of the provisions.

12.2 These conditions are written in Chinese and translated into English. The Chinese version shall prevail when the Chinese and English versions are inconsistent.

12.3 The detailed rules for the implementation of changes in the sales and refunds of domestic and international passenger tickets, the specific requirements for baggage transportation, and the relevant requirements on handling overbooking of flights. Due to the frequent changes, we have separately formulated relevant requirements, specifically "Domestic Fare Usage Conditions of Shandong Airlines Co., Ltd.,", “International Fare Usage Conditions of Shandong Airlines Co., Ltd.", "Baggage Services" and "Open Letter to All Passengers on Overbooking Flights", the above provisions are part of these Conditions.

Article 13 Definitions

The meanings of the following terms in these conditions are:

13.1 "We" refers to Shandong Airlines Co., Ltd.

13.2 "You" or "Passenger" refers to any person other than crew members who is carried or will be carried on a civil aircraft on the basis of a ticket.

13.3 "Carrier" refers to a public air transport enterprise that uses civil aircraft to transport passengers and luggage for profit.

13.4 "Ticket issuing carrier" refers to the carrier that uses its ticket and ticket number to sign an air transportation contract with passengers.

13.5 "Actual carrier" refers to the carrier performing the relevant transportation according to the authorization of the issuing carrier.

13.6 "Authorized sales agent" refers to a passenger transport sales agent authorized by Shandong Airlines and representing Shandong Airlines to sell air transport services (products) of Shandong Airlines within the scope of authorization.

13.7 "Authorized ground service agent" refers to an enterprise authorized by and on behalf of Shandong Airlines to provide ground service agency business for air transportation of passengers and baggage within the agreed scope of authorization.

13.8 "Ticket" is a kind of transportation voucher, including paper ticket and electronic ticket.

13.9 "Flight" refers to the flight of the aircraft according to the specified route, date and time.

13.10 "Conditions of use of ticket": It means the applicable conditions of use of fares applicable to the designated seat class codes or fare types.

13.11 "Agreed stopping place" refers to the scheduled stopover in the passenger's travel route listed in the passenger's ticket or the schedule of Shandong Airlines, except the departure station and destination.

13.12 "Class of service": refers to the classification of aircraft cabin configurations, including first class, business class, premium economy class, and economy class.

13.13 "Classes": refers to the class code shown on your ticket.

13.14"Ticket fare" refers to the price of air transport services for the carrier to transport passengers from the departure airport to the destination by civil aircraft, excluding taxes charged in accordance with national regulations.

13.15 "Normal fare" refers to the highest fare in each class of first class, business class, comfortable economy class and economy class within the applicable period.

13.16 "Special fare" refer to other fares other than ordinary fares.

13.17 "Reservation" refers to the reservation of seats, class or baggage weight and volume booked by passengers.

13.18 "Valid identity document" refers to the valid document required by relevant government departments to prove the identity of passengers when purchasing tickets and boarding. Including: Resident ID card, temporary ID card, passport, military officer ID, civilian cadre ID, conscript ID, non-commissioned officer ID, civilian ID, employee ID, armed police officer ID, armed police solider ID, seaman ID, the following valid flight IDs for residents of mainland China under 16 years old also include birth medical certificates, household registration books, or identity certificates issued by the public security authorities where the household registration is located; Hong Kong and Macau residents' travel permits for Hong Kong and Macao residents in the Mainland, and Taiwan residents' Mainland permits for Taiwan residents, Residence permits for Hong Kong, Macao and Taiwan residents; valid passports for foreign travelers, diplomatic personnel certificates issued by the Ministry of Foreign Affairs, and foreign permanent residence ID cards; and other valid flight IDs required by the CAAC.

13.19 "Valid travel documents" include valid identity documents and all exits, entry, transit, health and other documents required by relevant state or regional laws, regulations, orders, requirements or other provisions.

13.20 "Ticket change" refers to the ticket rescheduling, change of class, endorsement, etc.

13.21 "Endorsement" refers to the change of the carrier listed on the ticket.

13.22 "At least X years old": refers to the calculation based on the year, month and day of the Gregorian calendar, starting from the day of the first birthday.

13.23 "Child" refers to a person who is equal to or more than two years old but less than twelve years old on the date of travel.

13.24 "Infant" refers to a person who has been born for more than 14 days (inclusive) on the date of travel but is under the age of two.

13.25"Check-in deadline" refers to the latest time specified by local airports when passengers should complete check-in and get boarding pass.

13.26 "No show" means that the passenger fails to complete the check-in formalities at the specified time or fail to check in because the travel document does not meet the requirements.

13.27 "Missing flight" means that the passenger fails to take the designated flight after handling the check-in formalities at the departure airport or at the stopover.

13.28 "Wrong flight" means that a passenger takes a flight that is not listed on his ticket.

13.29 "Baggage" refers to the necessary or appropriate amount of articles and other personal belongings carried by passengers for dress, use, comfort or convenience during travel. Unless otherwise specified, it includes checked baggage and non-checked baggage.

13.30 "Checked baggage" refers to the baggage handed over by passengers to Shandong Airlines for care and transportation and issued with baggage identification label.

13.31 "Non-checked baggage" refers to the baggage brought into the cabin to take care by passenger themselves, except the checked baggage.

13.32 "Baggage identification tag" refers to the certificate specially issued to identify checked baggage.

13.33 "Overbooking" refers to the behavior that seats sold by the carrier exceeds the actual number of available seats on board in order to avoid seat waste.

13.34 "Volunteer" refers to the passenger who responds to the carrier's call, is willing to accept the compensation provided by the carrier and gives up the reserved seat or downgrade the class.

13.35 "Domestic air transportation" refers to transportation in which the departure place, agreed stopping place, and destination of the transportation are all within the territory of the People's Republic of China in accordance with the air transportation contract concluded by the parties.

13.36 "International air transport" refers to the transport in which, according to the air transport contract concluded by the parties, the departure, destination or one of the agreed stopover is not within the territory of the People's Republic of China, regardless of whether the transport is interrupted or transferred.

13.37 "Convention" means the following applicable documents:

The "Convention for the Unification of Certain Rules for International Carriage by Air" signed in Warsaw on October 12, 1929 (referred to as the "Warsaw Convention", see http://www.caac.gov.cn/XXGK/XXGK/ for details) GJGY/201510/t20151029_8979.html);

The "Protocol to Amend the Convention for the Unification of Certain Rules for International Air Transport signed in Warsaw on October 12, 1929" signed at The Hague on September 28, 1955 (referred to as "The Hague Protocol", see http: //www.caac.gov.cn/XXGK/XXGK/GJGY/201510/t20151029_8978.html);

The "Convention for the Unification of Certain Rules for International Air Carriage" (referred to as the "Montreal Convention") signed in Montreal on May 28, 1999, see http://www.caac.gov.cn/XXGK/XXGK for details /GJGY/201510/t20151029_8976.html).

Article 14 Effectiveness and Revision

14.1 These conditions shall take effect and become effective from Jan. 1, 2022. From the effective date, the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd." announced and implemented on September 1, 2021 shall be abolished at the same time.

14.2 We have the right to revise these conditions and other documents that are part of these conditions without prior notice, but such revisions do not apply to transportation that has already started before the revision.