Domestic Passenger Guidelines

1. Catering Services

    The fare of Spring Airlines does not contain a catering component. With the F&B Service set in the cabin, you can buy food, beverages and other items as per your needs. Our cabin stewards will offer dedicated service to you. We request that passengers refrain from eating their own food onboard the aircraft, especially the food with peels and shells, to help maintain tidiness inside the cabin.

2. Services for Irregular Flights

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

(a) Should the departure of a flight be delayed or cancelled at the point of departure for the air carrier’s own reasons, such as maintenance, flight reallocation or crew, Spring Airlines will provide passengers with catering or accommodation only on the ground.

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

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

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

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

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

3. Refusal and Limitation on Carriage

(1) Special passengers include VIPs, unaccompanied children, elderly passengers, pregnant women, infants, sight- or hearing-impaired passengers, intoxicated passengers, criminal suspects, confidential secretaries, diplomatic couriers, passengers requiring extra seats, secret passengers, stretcher passengers, disabled and sick passengers, and any other passenger who requires special assistance. Out of consideration for the safety of special passengers and other passengers onboard the flight, Spring Airlines requires special passengers to provide appropriate documentation detailing their circumstances and go through the procedures for carriage. Carriage is subject to prior approval and arrangement by Spring Airlines. Spring Airlines reserves the right to refuse carriage should you violate these regulations, and you or any designated agent purchasing the ticket on your behalf shall be held responsible for any consequences arising from such violation.

(2) If you have any objection to our services, please make a complaint or apply for dispute resolution through legal means. Spring Airlines is unable to provide services for any passenger in the short term who hijacks the aircraft, refuses to board the aircraft, attacks the counter or takes other measures that affect security or disrupt operations, since we cannot meet his or her requirements.

4. Special Rules For Baggage Carriage

(1) We offer low baggage allowance. Your baggage allowance (including that for checked baggage and unchecked baggage) is determined by the cabin class you purchase (there is no baggage allowance for infants), so please buy your ticket as per your needs. You will be required to pay a charge for the carriage of baggage in excess of the baggage allowance. Its rate and calculation method are subject to the rules of Spring Airlines. For details, please visit the baggage rule page of Spring Airlines’s official website (address: https://flights.ch.com/baggage-rule).

(2) Every passenger is allowed to take one piece of unchecked baggage into the cabin provided that it's not over 7kg nor larger than 20×30×40cm; Passengers who have purchased the update service for unchecked baggage are allowed to carry one unchecked baggage whose weight cannot exceed 7 kg and the size cannot exceed 20×40×55 (cm); Passengers who have purchased the SpringPlus Class are allowed to carry one unchecked baggage whose weight cannot exceed 10 kg and the size cannot exceed 20×40×55 (cm).Otherwise it should be transported as checked baggage.

(3) Online Check-in doesn't include checked baggage formalities. If you need to check your baggage, please proceed to the check-in counter at least 60 minutes prior to the scheduled departure time. To avoid inconveniencing yourself and other passengers, please do not attempt to carry oversized or overweight baggage onboard the aircraft. Staff will prevent you from boarding the aircraft at the boarding gate until the item is checked and its charges have been paid. Spring Airlines is exempt from the responsibility of transporting the baggage that is re-checked at the counter of the boarding gate.

(4) Please do not put contraband, valuables, and fragile items in your checked baggage. Please do not carry a large amount of cash onboard the aircraft, and take care of your valuables in the cabin. Passengers are solely responsible for the damage or loss of their unchecked baggage during the transportation. Since part of our aircrafts are unable to carry living animals, Spring Airlines temporarily does not offer the service of transporting small animals on domestic and international flights (including regional flights).

5. Hazardous Goods

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


6. Infants and Children

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

(2) Children must be accompanied by an adult passenger (at least 18 years of age). Any child without a designated adult travel companion will be required to complete Unaccompanied Minor formalities.

7. Connecting Flights

    For passengers connecting to other flights, Spring Airlines recommends purchasing pre-selected deals which have been put together to convenience travelers. If you book your own connecting flights, please ensure that you set aside at least 5 hours to transfer between flights at 2 airports in the same city (including transfers to and from domestic and international flights, transfers between international flights, and transfers between domestic flights); if you are transferring between domestic flights at the same airport, please ensure that you set aside at least 2 hours; and if you are transferring between international flights (including transfers from domestic to international, or between international flights) at the same airport, please ensure that you set aside at least 3 hours.

8. Price Regulations

    Please ensure that you pay attention to the applicable conditions of the price of your ticket, especially restrictions regarding refunding, transferring or changing tickets. For more details, call Online Customer Service (top navigation bar – Service Center – Online Consultation) or follow our WeChat service account “chfuwu”.

9. Onboard Evacuation Risk Warning

    In case of emergency evacuation, to ensure a safe flight for yourself and your fellow passengers, please remove sharp objects along with you before evacuation. In case of water evacuation, please take off all your shoes; in case of land evacuation, please take off high-heeled shoes and spiky shoes. It is prohibited to bring any carry-on baggage during evacuation, so as to evacuate passengers as quickly as possible.

10. Reimbursement Voucher

    To obtain reimbursement vouchers, you can log on to the Spring Airlines App or search for "Spring Airlines App" on WeChat, click "Service Center" to enter the "Reimbursement Voucher" feature, and select the desired flight for electronic invoicing or paper itinerary (only one can be issued). You can also obtain paper itineraries at Spring Airlines ticketing counters, self-service printing devices and sales offices. For group tickets, please contact the original ticketing office to obtain the reimbursement vouchers.

11. Notice on Flight Safety

     For behaviors such as forcibly occupying seats on the aircraft, abusing and assaulting others, preventing the crew from normally performing their duties, commandeering the aircraft, and damaging facilities and equipment on the aircraft that disrupt public order and endanger public safety, if such behaviors constitute a violation of public security management, the public security authorities will give punishment according to the law; if the circumstances are serious, the people involved may be investigated for criminal responsibility. Please abide by the rules and laws and be civilized on board!



International Passenger Guidelines

1. Catering Services

    The fare of Spring Airlines does not contain a catering component. With the F&B Service set in the cabin, you can buy food, beverages and other items as per your needs. Our cabin stewards will offer dedicated service to you. We request that passengers refrain from eating their own food onboard the aircraft, especially the food with peels and shells, to help maintain tidiness inside the cabin.

2. Services for Irregular Flights

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

(a) Should the departure of a flight be delayed or cancelled at the point of departure for the air carrier’s own reasons, such as maintenance, flight reallocation or crew, Spring Airlines will provide passengers with catering or accommodation only on the ground.

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

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

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

3. Refusal and Limitation on Carriage

(1) Special passengers include VIPs, unaccompanied children, elderly passengers, pregnant women, infants, sight- or hearing-impaired passengers, intoxicated passengers, criminal suspects, confidential secretaries, diplomatic couriers, passengers requiring extra seats, secret passengers, stretcher passengers, disabled and sick passengers, and any other passenger who requires special assistance. Out of consideration for the safety of special passengers and other passengers onboard the flight, Spring Airlines requires special passengers to provide appropriate documentation detailing their circumstances and go through the procedures for carriage. Carriage is subject to prior approval and arrangement by Spring Airlines. Spring Airlines reserves the right to refuse carriage should you violate these regulations, and you or any designated agent purchasing the ticket on your behalf shall be held responsible for any consequences arising from such violation.

(2) If you have any objection to our services, please make a complaint or apply for dispute resolution through legal means. Spring Airlines is unable to provide services for any passenger in the short term who hijacks the aircraft, refuses to board the aircraft, attacks the counter or takes other measures that affect security or disrupt operations, since we cannot meet his or her requirements.

4. Special Rules For Baggage Carriage

(1) We offer low baggage allowance. Your baggage allowance (including that for checked baggage and unchecked baggage) is determined by the cabin class you purchase (there is no baggage allowance for infants), so please buy your ticket as per your needs. You will be required to pay a charge for the carriage of baggage in excess of the baggage allowance. Its rate and calculation method are subject to the rules of Spring Airlines. For details, please visit the baggage rule page of Spring Airlines’s official website (address: https://flights.ch.com/baggage-rule).

(2) Every passenger is allowed to take one piece of unchecked baggage into the cabin provided that it's not over 7kg nor larger than 20×30×40cm; Passengers who have purchased the update service for unchecked baggage are allowed to carry one unchecked baggage whose weight cannot exceed 7 kg and the size cannot exceed 20×40×55 (cm); Passengers who have purchased the SpringPlus Class are allowed to carry one unchecked baggage whose weight cannot exceed 10 kg and the size cannot exceed 20×40×55 (cm).Otherwise it should be transported as checked baggage.

(3) Please do not put contraband, valuables, and fragile items in your checked baggage. Please do not carry a large amount of cash onboard the aircraft, and take care of your valuables in the cabin. Passengers are solely responsible for the damage or loss of their unchecked baggage during the transportation. Since part of our aircrafts are unable to carry living animals, Spring Airlines temporarily does not offer the service of transporting small animals on domestic and international flights (including regional flights).

5. Hazardous Goods

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

6. Infants and Children

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

(2) Children must be accompanied by an adult passenger (at least 18 years of age). Any child without a designated adult travel companion will be required to complete Unaccompanied Minor formalities.

7. Connecting Flights

    For passengers connecting to other flights, Spring Airlines recommends purchasing pre-selected deals which have been put together to convenience travelers. If you book your own connecting flights, please ensure that you set aside at least 5 hours to transfer between flights at 2 airports in the same city (including transfers to and from domestic and international flights, transfers between international flights, and transfers between domestic flights); if you are transferring between domestic flights at the same airport, please ensure that you set aside at least 2 hours; and if you are transferring between international flights (including transfers from domestic to international, or between international flights) at the same airport, please ensure that you set aside at least 3 hours.

8. Price Regulations

    Please ensure that you pay attention to the conditions applicable to the price of your ticket, especially restrictions regarding refunding, transferring or changing tickets. For more details, call Online Customer Service (top navigation bar – Service Center – Online Consultation) or follow our WeChat service account “chfuwu”.

9. Onboard Evacuation Risk Warning

    In case of emergency evacuation, to ensure a safe flight for yourself and your fellow passengers, please remove sharp objects along with you before evacuation. In case of water evacuation, please take off all your shoes; in case of land evacuation, please take off high-heeled shoes and spiky shoes. It is prohibited to bring any carry-on baggage during evacuation, so as to evacuate passengers as quickly as possible.

10.Reimbursement Voucher

     To obtain reimbursement vouchers, you can log on to the Spring Airlines App or search for "Spring Airlines App" on WeChat, click "Service Center" to enter the "Reimbursement Voucher" feature, and select the desired flight for electronic invoicing or paper itinerary (only one can be issued). You can also obtain paper itineraries at Spring Airlines ticketing counters, self-service printing devices and sales offices. For group tickets, please contact the original ticketing office to obtain the reimbursement vouchers.

11. Notice on Flight Safety

For behaviors such as forcibly occupying seats on the aircraft, abusing and assaulting others, preventing the crew from normally performing their duties, commandeering the aircraft, and damaging facilities and equipment on the aircraft that disrupt public order and endanger public safety, if such behaviors constitute a violation of public security management, the public security authorities will give punishment according to the law; if the circumstances are serious, the people involved may be investigated for criminal responsibility. Please abide by the rules and laws and be civilized on board!



Lanzhou Zhongchuan Airport transit services:

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

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

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

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

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

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

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

 

 Shijiazhuang Zhengding Airport transit services:

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

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

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

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

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

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

 

Nanchang Changbei Airport transit services:

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

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

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

 

Jieyang Chaoshan Airport transit services:

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

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

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

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

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

 

Xi'an Xianyang Airport transit services:

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

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

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

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

 (Operating hours: 07:30-21:00)

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

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

 

Dalian Zhoushuizi Airport transit services:

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

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

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

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

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

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

I. Transfer and Connecting Flights Check-in Notice:

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

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

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

II. Transfer and connecting tickets refund and change rules:

1. Passenger who requests voluntary ticket refund:

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

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

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

2. Passenger who requests voluntary ticket change:

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

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

III. For abnormal flights:

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

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

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

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

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

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