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 refer to the Flight Information Display to find the check-in counter number and other relevant details for your flight.
Then proceed to the designated check-in counter with your ticket and valid travel documents to complete check-in and baggage drop, and obtain your boarding pass.
Self check-in is available at the airport. We recommend checking in online via the WeChat Official Account “Hangzhou International Airport”.
Self baggage check-in is provided by Air China, XiamenAir, China Eastern Airlines, China Southern Airlines, Sichuan Airlines and Loong Air.
Friendly Reminder:
To ensure smooth boarding, please arrive at the terminal 120 minutes prior to flight departure.
Please take your passport, visa, travel documents, cash, tickets and other valuables with you.
Check-in Options
1. Self Check-in
Passengers taking domestic departure flights (except Spring Airlines and 9 Air) without baggage drop can choose self check-in (to collect or print boarding pass).
Self check-in starts 8 hours and closes 40 minutes prior to departure.
If the gate information is not yet displayed during check-in, you can check it via the Flight Information Display in the departure lounge.
2. Counter Check-in
Passengers can handle check-in at counters for flights departing that day.
Counter check-in starts 120 minutes and closes 40 minutes prior to departure.
Express Flight Exceptions:
China Southern Airlines (Hangzhou to Guangzhou/Shenzhen): 30 minutes prior to departure (without baggage drop), and 35 minutes prior to departure (with baggage drop);
Air China (Hangzhou to Beijing/Chengdu): 35 minutes prior to departure.
Note: The check-in closing time is subject to change.
3. Self Baggage Drop
Passengers of Air China, XiamenAir, China Eastern Airlines, China Southern Airlines, Sichuan Airlines and Loong Air can use the self check-in machine for baggage drop at the designated check-in area.
Self baggage drop for China Eastern Airlines, China Southern Airlines, and Sichuan Airlines starts 3 hours and closes 40 minutes prior to departure.
Carry-on Baggage Restrictions:
Please visit the official website of your airline for details.
For domestic flights:
Your carry-on baggage shall not exceed the size of 20cm×40cm×55cm and the weight of 7 kg. Business Class: 2 pieces; Economy Class: 1 piece.
Restrictions vary by airline. Please visit the official website of your airline for carry-on baggage limits on size, weight and number. Size gauge boxes are available during check-in and security check. If the baggage can be placed in the box, it can be carried on. If not, baggage drop is required.
Baggage Drop Regulations:
Free baggage allowance for domestic flights:
First Class: 40 kg
Business Class: 30 kg
Economy Class: 20 kg
Passengers with infant tickets enjoy no baggage allowance.
Excess baggage charges apply.
Regulations vary by airline. Please refer to Ticketing Notes or consult your airline.
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)
1. Please check your boarding gate on the Flight Information Display or at the counter.
2. Priority boarding is available for military personnel, firefighters, first-class passengers and passengers requiring special assistance, including pregnant women and those traveling with infants.
(For self-operated or foreign airlines, their own regulations shall apply.)
Friendly Reminder:
Boarding gates for domestic flights departing from Hangzhou close 20 minutes prior to departure. Please arrive at the designated gate in advance.
Friendly Reminder:
To ensure smooth boarding, please keep your boarding pass intact and avoid folding.
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