Passenger Service
- Ticket Purchase
- Check in
- Security check
- Waiting and boarding
Important Notice for Ticket Purchase of Passengers
1. Passengers shall confirm the departure and return dates, as well as flight time when purchasing tickets on site, via phone or online.
2. Before purchasing tickets, acquire relevant regulations of airline companies and ticket purchase platforms as specific as possible, including carry-on baggage and checked baggage restriction, excess baggage fee, mileage point usage rule, refund and alteration restriction, change restriction, upgrade restriction, ticket criteria for adults, children and infants, etc.
3. Before purchasing tickets, confirm travel time within the validity period of identity certificates such as ID card, passport and visa when purchasing tickets.
4. When purchasing tickets, confirm the name provided is the same as the spelling on passport or ID card, and if there are children or infants, promptly inform the date of birth.
5. After completing ticket purchase, if conditions permit, make seat reservation online or via airline phone in advance.
6. Before departing for the airport, know the check-in deadline and boarding deadline in the airport, leave adequate time on the road, and carry valid identity certificates used in ticket purchase.
Before checking in, please find out the ticket counter number and other relevant information of your flight at the flight display.
Please check-in and make luggage check-in at the check-in counter with your ticket and valid travel document, and collect your boarding pass at corresponding ticket counter.
The airport supports on-site self-service check-in. It is recommended to pay attention to the WeChat subscription of Hangzhou Xiaoshan International Airport in advance for online check-in.
Self-service luggage check-in is supported in the airport by such airlines as Air China, Xiamen Air, China Eastern Airlines, Hainan Airlines, China Southern Airlines.
Warm Tips:
To ensure your smooth boarding, it is recommended that you arrive at the terminal 2 hours before the flight departure.
Please take your passport, visa, travel document, cash, bill and other valuables with you.
Several Ways to Checking in
1. Self-service check-in
Passengers who take domestic departure flights without checked luggage can check-in through the airport self-service check-in system (collect boarding pass or print boarding pass). The start time of self-service check-in system is 8 hours before the flight departure time, and the end time is 50 minutes before the flight departure time. If the information of the boarding gate has not been displayed at the time of check-in, passengers can inquire through the flight display system in the departure lounge.
2. Open check-in
Open check-in means that passengers can handle the check-in procedures of any flight of the airline on that day at the check-in counter. The start time is 120 minutes before the flight departure, and the end time is 45 minutes before the flight departure.
3. Self-service Luggage Checking
Passengers departing from flights of Air China, Xiamen Air, China Eastern Airlines, Hainan Airlines, China Southern Airlines and so on can go through luggage check-in formalities through the self-service luggage check-in equipment in the corresponding check-in area. The start time of self-service luggage check-in system is 3 hours before the flight departure, and the end time is 50 minutes before the flight departure.
Restrictions on carry-on luggage:
Restrictions may be different among different airlines, please log in the official website of each airline for details.
Domestic flights: generally, the total weight of carry-on luggage shall not exceed 5 kg, and the volume of each piece of luggage shall not exceed 20 × 40 × 55 cm (it may be different among different airlines). At the security check site and the check-in counter, there are luggage baskets for passengers to test the size of their carry-on luggage, if the luggage of passengers can be put into the standard basket, the luggage can be carried on, otherwise it needs to be checked in.
Regulations on checked luggage:
Free luggage allowance for domestic flights: 40kg for passengers with adult or child tickets in first class cabin; 30kg for passengers in business-class cabin, and 20kg for passengers in economic-class cabin. There is no free luggage allowance for passengers with infant tickets. Passengers are required to pay excess luggage charges when exceeding the prescribed limit.
The above restrictions are general provisions, and there are differences in standards among airlines. Please pay attention to the ticket purchase instructions or consult the corresponding airlines.
Please prepare boarding passes, air tickets and valid identity documents in advance and submit them to the security inspector for inspection.
In order to ensure flight safety, passengers must pass through the safety inspection door, and carry-on luggage must be checked by X-ray machine. Thank you for your cooperation.
If your valid ID card is lost, damaged or expired, you can go to the police station in the airport terminal to apply for a temporary ID card for checking in at the airport.
Notes for passengers during security check:
What articles are neither allowed to carry on nor check-in?
Guns and ammunition, controlled knives, police equipment, inflammables and explosives (such as lighter gas, alcohol, paint, fireworks and firecrackers), corrosive substances, highly toxic substances, lighters, matches and other dangerous articles.
Is fruit knife allowed to carry on?
No. Sharp and blunt tools other than controlled knives are not allowed to be carried with you and must be checked in.
What do liquids, gels and sprays refer to?
Liquids, gels and sprays include: drinks, such as mineral water, beverages, soup and syrup; cream, lotion, skin care oil, perfume and cosmetics; spray and compression containers, such as shaving foam and fragrance spray; paste items, such as toothpaste; contact lens solution; gels, such as hair styling and bath gel products; any solution and substances with similar consistency.
What are the requirements for domestic flights?
In order to maintain the safety of passengers’ lives and properties, the CAAC prohibits passengers from taking lighters and matches with them on civil aviation aircraft. Notes for passengers to take domestic flight with liquid articles are as follows:
1. Passengers on domestic flights are not allowed to carry liquid goods with them, but can make them checked in, and the packaging shall comply with relevant provisions of civil aviation transportation.
2. If passengers need to carry a small quantity of cosmetics for their own use, each kind of cosmetics shall be limited to one piece, and its container volume shall not exceed 100ml, and shall be placed in an independent bag for bottle opening inspection.
3. For oversea passengers who need to transfer to domestic flights at airports in China, the duty-free liquid articles they bring into China shall be placed in a transparent plastic bag that is intact and sealed, and the shopping voucher shall be presented, such liquid articles can only be carried after security check
4. Passengers with babies, when buying tickets, can apply to the airline for free provision of liquid dairy products on board; patients with diabetes or other diseases may carry necessary liquid medicines provided that these medicines pass security check and shall be kept by the crew.
5. Passengers shall be liable for the consequences such as missed flight caused by violation of above regulations.
For domestic flights, can passengers take water / drinks / food with liquid on to pass the airport security check?
For passengers on domestic flights, such articles must be contained in containers with a capacity no more than 100 ml, and the excess part shall be checked in. In the control area, free drinking water is available for passengers, and water or other drinks can also be purchased in shops. Airlines also provide drinking water on board.
How to prepare to speed up the security check?
When passengers go to the airport, please reserve time for security check. Articles that are not used on the aircraft should be checked in the checked luggage as much as possible.
What drugs can be exempt?
The liquid medicine can pass the security check if it is contained in a container with a capacity no more than 100 ml. The medicine shall be handed over to security personnel for X-ray examination.
How is the drug restriction for passengers suffering from diabetes?
If the passenger has diabetes, he / she can take enough insulin preparation and hypodermic syringe with needle to use on the aircraft, but is required to show medical certificate.
Do liquids have to be contained in its original container?
Not necessary. As long as the container’s capacity does not exceed 100 ml, it can be used for carrying liquids, gels and sprays. If the capacity of the liquid container exceeds 100 ml, it shall not be put in carry-on luggage, but in the checked luggage.
Is transparent container necessary to be used?
No
Can passengers carry contact lens solution?
Contact lens solution must be contained in a container with a capacity no more than 100 ml. Containers with too much capacity must be checked in.
Can passengers bring lipstick and deodorants to board?
Yes. Passengers can carry any solid cosmetics on board, so lipstick and deodorants are also acceptable. Passengers can also carry body lotions, roll-on anti-perspirant deodorants and lip gloss, but the capacity of containers should not exceed 100 ml. Containers with too much capacity must be checked in.
Do toothpaste and shaving foam belong to liquids, gels and sprays?
Yes. The container capacity of these articles shall not exceed 100 ml. Containers with too much capacity must be checked in.
How will liquids, gels and sprays be disposed of if they fail to pass security check?
If they do not meet the security check requirements, these articles and containers can only be discarded. Therefore, passengers are suggested to place liquids, gels and sprays in checked luggage so as to pass the security check smoothly.
Can passengers for domestic departure bring the liquid articles purchased after security check to the departure flight they will take?
Yes. After security check, passengers can buy liquid duty-free products in the stores in the airport control area and bring them to the departure flight. Passengers needing to transfer abroad or overseas shall ensure that the plastic bags are obviously intact during the travel, and will not open the bags by themselves. And, boarding pass and purchase certificate of liquid goods shall be kept well for check by relevant personnel at the transfer airport. Passengers can inquire the airline in advance about the rules of carrying relevant liquids.
Can passengers bring pets on board?
No. Pets are not allowed to bring, but can be checked in with the consent of the airline.
Can passengers bring mitten crabs and other fresh articles on board?
No. Fresh articles are not allowed to be carried with you and must be checked in.
Can passengers bring lithium batteries for boarding?
All kinds of electronic equipment with lithium battery can be carried on or checked in. Spare lithium batteries are not allowed to be checked in but must be carried on with insulation measures taken. Lithium batteries with lithium metal content less than 2g or rated energy less than 100Wh can be carried on or checked in electronic equipment. Lithium batteries with rated energy within 100-160Wh can only be transported with the written consent of the airline, with a limit of 2 pieces per passenger. It is forbidden to transport lithium battery with rated energy of more than 160Wh.
Calculation method of rated energy of lithium battery: rated energy (Wh) = rated voltage (V) × rated quantity of electricity (Ah)
Generally, boarding will start about 30 minutes before the flight departure, please pay attention to the broadcast prompt and flight information display. Passengers need to show boarding pass when boarding, please prepare in advance.
Warm Tips:
Please keep your boarding pass well and do not fold it in order to ensure your smooth boarding.
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