Hainan Airlines Reviews & Complaint Guide

We started a vacation with one suitcase missing after Hainan Airlines HU886. The desk at DUB took the claim and told us to buy basic clothes, then every phone call after that gave a different answer. The bag finally reached the hotel almost two days later with a broken zipper pull, and the reimbursement offer did not come close to what we spent.

After boarding Hainan Airlines HU923, the screen at my seat froze and the crew tried restarting it twice. Then we were told there was a maintenance warning and everyone just sat there without a clear timeline. I understand safety checks, but the communication on February 9, 2026 made the whole cabin feel stuck and ignored.

The app said Hainan Airlines HU960 was boarding soon, the airport screen still showed delayed, and the gate desk told us to ignore both until they made an announcement. That kind of mixed information is exhausting when you are trying to decide whether to get food, call a ride, or run to a different gate.

The delay stretched long enough that passengers were given meal vouchers, but the amount barely covered a sandwich at the airport. I appreciate getting something, but it felt more symbolic than useful when families were stuck waiting for hours with children.

This was a rare travel day where nothing dramatic happened. Hainan Airlines HU154 boarded close to the posted 11:10 time, the cabin was clean, and the crew kept the announcements short but useful. I landed at LHR close enough to schedule that my ride did not have to circle the airport.

The fare looked reasonable when I booked, but the final cost felt different after seat selection, baggage, and a change fee. For the Dallas/Fort Worth to Miami trip, the add-ons made the ticket feel misleading. I would rather see the real price earlier than be surprised step by step.

After the cancellation, passengers were told hotel vouchers would be sent by text. Some people received them, some did not, and the desk could not explain why. By the time I found a room myself, the nearby hotels were much more expensive than they had been earlier in the evening.

I paid extra so our family could sit together, then at the airport the seats had been split anyway. The agent kept pointing to the screen like that answered the problem, even though my receipt showed the seat purchase. On a long DOH-BKK flight, being moved away from a child after paying for seats is not a small inconvenience.

The airport desk told us all rebooking had to be handled by phone. I called twice from the terminal, waited long enough to watch other passengers give up, and still did not reach anyone who could fix the trip. When travel plans are falling apart, being bounced between airport staff and the call center is not support.

After a tiring trip, I mostly wanted the bags to show up and the staff to be polite. That is exactly what happened. The baggage belt at CUN started quickly, both checked bags arrived together, and the employee nearby helped an older passenger lift a heavy suitcase without being asked.

Our original flight was cancelled and Hainan Airlines automatically moved us onto a connection that looked impossible from the start. Staff at LAX kept saying the new 11:10 departure was the only option, but by the time we landed the onward gate was already closed. What bothered me most was being told to call support while standing in the airport with hotel nights already paid for.

We came off a long international leg exhausted and still had one more flight to go. The crew on Hainan Airlines HU413 noticed several people were connecting onward and made a point of checking who needed gate information. It was not fancy service, just thoughtful and human, which mattered after a long day.