Disabled Passengers Who Need Assistance

Passengers Who Need Wheelchair Cabin (WCHC)

We provide wheelchairs for use in the aisles of the cabin (Wheelchair Cabin, WCHC) for passengers who are completely immobile on flights departing from or arriving in Chengdu, Hangzhou, Tianjin, Chongqing, Shanghai, Wuhan, Guangzhou, Dalian, Hohhot and Beijing.

Reservation for the Wheelchair Cabin (WCHC) service must be made at any of our ticketing offices before the specified deadlines in the city of flight departure. Request for the Wheelchair Cabin (WCHC) on our routes to the United States and Canada can be made at any of our ticketing offices before the specified deadlines:

(1) Routes to Africa, Central America and South America (including Havana)

       Request must be made at least 72 hours before flight departure.

(2) Other routes

       Request must be made at least 48 hours before flight departure.

Passengers with disabilities who require an on-board wheelchair must provide a certificate of disability when they book their flight.
The following regulations apply to passengers with an illness or injury who wish to request an on-board wheelchair:
1) Passengers who have recently undergone surgery should not fly for at least 10 days after the procedure and must provide a medical certificate (issued by a county-level or secondary hospital or higher) dated no less than 10 days before the departure time of the first segment. The certificate should include a statement confirming that the passenger is fit to travel.
2) Passengers with other medical conditions must provide a medical certificate (issued by a county-level or secondary hospital or higher) dated no less than 10 days before the departure time of the first segment. The certificate should include a statement confirming that the passenger is fit to travel.

Passengers Traveling with Service Dogs

Service dogs are dogs specifically trained to provide assistance to disabled persons in their life and work, including guide dogs, hearing dogs and other types of dogs which can provide assistance.

What you need to know

A disabled person who has attained the age of 16 can travel alone by air with a service dog.

Request for travel with a service dog must be made at any of our ticketing offices in the city of flight departure at least 48 hours before flight departure.

Request for travel with a service dog must be accompanied by the animal’s ID and quarantine certificate at the time of ticket purchase and check-in, and the passenger with a service dog must arrive at the airport for check-in 120 minutes before the expected flight departure time.

The service dog must wear a service vest and have a leash during travel.

Applicable fare

The passenger traveling with a service dog is entitled to all special fares as ordinary passengers, and does not need to pay any additional fees for the service dog.

Subject to the consent of the passenger traveling with a service dog, we can carry the service dog and the animal’s container and feed in accordance with the procedures applicable to small animals, and the service dog and its container and feed do not count in the free baggage allowance.

Onboard services

We will do our best to arrange a window seat with bigger legroom for the passenger with a service dog, but we will not provide an emergency exit seat or a seat on the upper deck of B747. And we will try not to put any other passenger beside the passenger with a service dog if conditions permit.

If need be, we will help the passenger with a service dog:

with carry-on items;

into or out of the seat;

get ready for meal;

move to and from the toilet.

Blind Passengers Traveling Alone

We can provide necessary guidance and assistance to blind passengers traveling alone. Request for the service must be made at any of our ticketing offices in the city of flight departure.

What you need to know

For the sake of safety, a blind passenger under the age of 16 must be accompanied by an adult during travel.

Request for the service must be made at any of our ticketing offices in the city of flight departure.

A blind passenger must arrive at the airport check-in counters for check-in no later than 120 minutes before the expected flight departure time.

Onboard services

We will do our best to make travel easier for blind passengers. If need be, we will：

explain safety instructions specifically for him/her;

help him/her with carry-on items;

help him/her into or out of the seat;

help him/her get ready for meal;

help him/her move to and from the toilet.

Passengers with Intellectual Disabilities or Mental Disorders

For the sake of safety, passengers with intellectual disabilities or passengers with mental disorders shall not behave in a way that affects the safety of other passengers or the flight. Otherwise, we have the right to refuse to carry such a passenger.

Please inform our ticketing office in the city of flight departure if you purchase a ticket for a passenger with intellectual disabilities or mental disorders.

Upper Limits on the Number of Disabled Passengers Carried on Various Aircraft Types

B737-700/800/8, A319/320, A321: The total number of blind passengers traveling alone, passengers traveling with a service dog, passengers with intellectual disabilities and passengers with mental disorders, and passengers who need a wheelchair for use in the aisles of the cabin cannot exceed 4.

B747, B777-200, B777-300ER, B787, A330/350: The total number of blind passengers traveling alone, passengers traveling with a service dog, passengers with intellectual disabilities and passengers with mental disorders, and passengers who need a wheelchair for use in the aisles of the cabin cannot exceed 6.