Free air ticket refund policy in Shenzhen aviation epidemic

Provisions on air ticket refund of Shenzhen Airlines:

1. Voluntary refund:

1. The refund fee will be charged according to the cabin where the ticket was first purchased. More than 5% service charge will be deducted within 2 hours (inclusive) before the flight takes off, and more than 10% service charge will be deducted within 2 hours before and after the flight takes off.

2. Airport construction fee and fuel surcharge are not involved in the calculation of refund rate, and can be refunded in full within the validity period of the ticket, and will not be refunded beyond the validity period of the ticket.

2. Involuntary refund: If the passenger refuses to voluntarily refund the ticket, he will raise it at the flight departure station and refund all the ticket money; At the stopover (alternate station), all the tickets for the unused segment will be refunded. Involuntary change or transfer of air tickets.

1. If the flight is delayed, cancelled or the original seat cannot be provided due to Shenzhen Airlines reasons (engineering maintenance, flight plan, transportation service, crew) or non-Shenzhen Airlines reasons (weather, emergencies, air traffic control, security check, passengers, etc.). ), Shenzhen Airlines will arrange follow-up flights with vacancies for passengers.

2. Due to Shenzhen Airlines' own or force majeure factors (including epidemic situation, weather, emergencies, air traffic control, security check and other factors), Shenzhen Airlines flights failed to leave the station within a reasonable time, and passengers became ill or died, resulting in passengers being unable to take the flight at the time specified in the ticket. Refunds shall be handled in accordance with the following provisions:

(1) Involuntary refund can be handled at the Shenzhen Airlines ticket office at the original place of ticket purchase, the origin of the flight, the stopover place or the Shenzhen Airlines ground service agency at the place where involuntary refund occurs.

(2) If the passenger voluntarily refuses to refund the ticket, he shall make a request at the departure station of the flight and return all the ticket money; At the stopover (alternate station), it is planned to refund the full fare of the unused segment (that is, the normal fare from the stopover to the destination on your ticket multiplied by the discount of your original ticket), but it shall not exceed the original fare paid. There is no refund fee.

3, the special case of involuntary refund-passengers refund due to illness or death:

(1) Refund voucher.

(1) Passengers cannot travel due to illness after purchasing tickets, and request a refund. Passengers must provide the original official diagnosis certificate and medical invoice signed by the attending doctor issued by the medical unit at or above the county level, and the time limit for the certification materials is from the date of ticket purchase to the date of departure (inclusive); If a passenger dies, the applicant for refund shall provide the passenger's death certificate.

② In case of sudden illness at the airport (after the scheduled interception time of the flight) or temporary illness at the stopping place of the flight (alternate place), apply for a refund with the diagnosis certificate issued by the airport medical center.

(3) Shenzhen Airlines and its authorized sales agents have the right to voluntarily refund tickets for passengers who cannot provide the above refund certificates, and will not refund tickets free of charge.

(2) Refund provisions:

Refund due to illness can be handled at the Shenzhen Airlines ticket office at the original ticket purchase place, flight origin, stopover place and travel termination place, or at the Shenzhen Airlines ground service agency at the place where involuntary refund occurs.

(2) Propose and refund the ticket at the flight departure station; At the stopping place (alternate place), it is planned to refund the full fare of the unused segment (that is, the normal fare from the stopping place to the destination on the passenger ticket multiplied by the original discount of the passenger), but it shall not exceed the original fare. There is no refund fee.

(3) If the passenger is unable to handle the refund formalities in person due to serious illness, the entrusted agent shall handle the refund formalities with the original valid identity certificate of the sick passenger, power of attorney and the original identity certificate of the agent.

(4) The sick passenger's companion's request for refund must be made at the same time as the sick passenger. There are only two companions who can be exempted from the refund fee, and other companions are treated as voluntary refunds.

Legal basis:

China Civil Aviation Passenger and Baggage Domestic Transportation Rules

Article 23 When the flight is cancelled, advanced, delayed, the voyage is changed, or the carrier cannot provide the original seat, if the passenger requests a refund, the originating station shall refund all the tickets, and the stopping place shall refund all the tickets of the unused segment without charging a refund fee.