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General Conditions of Use of B2C Domestic Tickets of China Southern Airlines

The published fares and service conditions are applicable to passenger tickets sold since 00:00 on August 12th, 2013 for the travel starting from 00:00 on October 27th, 2013.

Class Class to be booked Fare level Service conditions
Charges for change (every time) Charges for refund voluntary transfer Issuing of irregular segment tickets
More than 2 hours (including 2 hours) prior to the fixed flight departure time Less than 2 hours (excluding 2 hours) prior to the fixed flight departure time More than 2 hours (including 2 hours) prior to the fixed flight departure time Less than 2 hours (excluding 2 hours) prior to the fixed flight departure time
First Class F F Free 5% 5% 10% Allowed Allowed
Sky Peal Club first class A A
First class P Specific documents According to specific document service conditions Not allowed The first portion of the journey is not allowed
Business Class J J Free 5% 5% 10% Allowed Allowed
Business Class C Specific documents According to specific document service conditions Not allowed The first portion of the journey is not allowed
Business Class D Specific documents
Business Class W W Free 10% 10% 20% Allowed Allowed
Premium economy class S S According to specific document service conditions Not allowed The first portion of the journey is not allowed
Economy class Y Y Free 10% 10% 20% Allowed Allowed
Economy class B B Not allowed The first portion of the journey is not allowed
Economy class M M
Economy class H H
Economy class K K 10% 30% 30% 50% Not allowed
Economy class L L
Economy class E E
Economy class V V
Economy class Z Z Non-changeable Non-refundable
Product class U Specific documents According to specific document service conditions
Product class Q Specific documents According to specific document service conditions
Connecting class N Specific documents Non-changeable Non-refundable
Product class T Specific documents Non-changeable Non-refundable
Learn more about the General Conditions
I. General provisions

(I) The units selling the tickets shall strictly follow the principle that prices must be correspondent with the booked classes and shall not sell high classes at low prices.

(II) The fare for a round trip or connecting flights consists of the fares for corresponding classes in all portions of the journey, and the service conditions of each portion shall be performed in accordance with relevant regulations correspondent with the booked class.

(III) Any individual passenger in conformity with these rules has the priority to follow the rules. Those who are not covered shall abide by the new version of General Conditions of Domestic Transportation of Passengers and Baggage of China Southern Airlines.

(IV) When sale units are selling the tickets of different class, they must explain the service conditions to the passengers to avoid the occurrence of complaints.

II. Scope of application

The rules are applicable to the domestic air routes transportation that are actually operated by China Southern Airlines or by other airlines sharing the code of China Southern Airlines, with the tickets issued through valid domestic transport documents (including the BSP passenger tickets confirmed by using “784”) of China Southern Airlines; also, these rules are applicable to the China Southern Airlines domestic air routes transportation with the passenger tickets issued by other airlines which have entered relevant agreement with China Southern Airlines. “China Southern Airlines Tour – China Pass” is not included.

III. Ticket validity:

(I) The passenger tickets will be valid for carriage within one year from the day of the start of traveling unless otherwise stated. If a ticket is not used at all, then it will be valid for carriage within one year from the day of ticket issuing.

(II) The ticket validity is to be calculated from the start of the first portion of the journey or 00:00 on the next day after the day of ticket issuing to 00:00 on the next day after the day of expiration of validity.

IV: Regulations on early booking and ticket issuing

(I) The ticket booking must be carried out based on the classes regulated by air fares.

(II) The time limit for ticket issuing shall be subject to the ticket booking system.

(III). The passenger tickets must be issued based on the corresponding classes. The contents stated in the columns of “Fare level” “Fare” and “Note” must be filled accurately; for the tickets at reduced rate, “non-transferrable” and “charge for change and refund” must be written in the column of “Note” or certain contents shall be filled according to regulations for relevant products.

(IV) The face value shall be filled in accordance with the amount that passengers have actually paid. RMB10 yuan shall be taken as the payment unit with single digit rounded. The specific prices shall be subject to the fares standard released in the ticket booking system.

(V) Tickets for irregular segments shall be issued.

1.Tickets for the first portion of the journey: for F/A/J/W/Y classes, irregular segment tickets are allowed to be issued, while for other classes such as P/C/D/S/B/M/H/K/ L/E/V/Z/U/Q/N/T, irregular segment tickets are not allowed to be issued.

2.Follow-up portions of the journey: for the classes such as F/A/P/J/C/D/W/S/Y/B/M/H, irregular segment tickets are allowed to be issued, while for the classes such as K/L/ E/V/Z/U/Q/N/T, irregular segment tickets are not allowed to be issued.

(VI) The flight coupons for passenger tickets must be used in order, otherwise passengers will get refund in the light of ticket returning regulations for the booked classes correspondent with the flight coupons.

V. Regulations on charges for ticket change and refund for individual travelers

Changes: including changes in flight, date, class, segment and carrier.

Charges for change: according to the service conditions of fares, China Southern Airlines will charge passengers for their voluntary request for the changes in the original flight schedule, including changes in flight, date, class etc.

Difference in fares: the difference in fares occurs when passengers voluntarily request a change from lower class to higher class or from lower fare to higher fare.

The above rates of charge will be subject to the time of ticket returning.

This General Rules applies to the prices adopting the same booking codes and fare level codes as stipulated in the table attached. Prices of other fare levels should be subject to particular corresponding documents.

(I) Voluntary change:

1.Changes in flight/date of the tickets for F/A/J/classes and children's tickets of which the prices are calculated according to the fares for F/A/J classes: there is no charge for the changes in corresponding classes if the changes happen more than 2 hours (including 2 hours) prior to the fixed flight departure time; there is a charge accounting for 5% of the published fares for corresponding classes every time if the changes happen less than 2 hours (excluding 2 hours) prior to the fixed flight departure time. Changes in the flight/date of the concessionary tickets (of which the prices are calculated according to the fares for F/A/J classes) for infants, disable army men and people's police disable on duty: there is no charge for the changes in corresponding classes.

2.Changes in flight/date of the tickets for W/Y/B/M/H classes and children's tickets of which the prices are calculated according to the fares for W/Y classes: there is no charge for the changes in corresponding classes if the changes happen more than 2 hours (including 2 hours) prior to the fixed flight departure time; there is a charge accounting for 10% of the published fares for corresponding classes every time if the changes happen less than 2 hours (excluding 2 hours) prior to the fixed flight departure time. Changes in the flight number/date of the concessionary tickets (of which the prices are calculated according to the fares for W/Y classes) for infants, disable army men and people's police disable on duty: there is no charge for the changes in corresponding classes.

3.Change in flight/date of the tickets for K/L/E/V classes: there is a charge accounting for 10% of the published fares for corresponding classes every time if the changes happen more than 2 hours (including 2 hours) prior to the fixed flight departure time; there is a charge accounting for 30% of the published fares for corresponding classes every time if the changes happen less than 2 hours (excluding 2 hours) prior to the fixed flight departure time.

4.Change in flight/date of the tickets for P/C/D/S/Z/U/Q/N/Tclasses: changes are not allowed or will be treated in accordance with specific document service conditions.

5.If the changed class (including physical class and sub-class of Economy) is different from the class indicated on the original ticket or the fares for same classes are different after the change, then the following provisions shall be followed:

a.If the ticket is changed from higher grade class to lower grade class or from higher fare to lower fare, then it will be treated as voluntary refund.

b.If the ticket is changed from lower grade class to higher grade class or from lower fare to higher fare, then the fare difference shall be made up. If changes in flight/date and class change are carried out at the same time, then charges for change and fare difference shall be collected simultaneously.

c.If the already changed class needs to be changed again, then the charges for change shall be collected in accordance with the service conditions of booked class that has been changed.

d.For the voluntary changes in tickets for individual travelers' one-way, round-trip, gap trip and connecting flights, charges for change or fare difference shall be collected, and the ticket change operation is only allowed to be conducted at the ticket office directly subordinate to China Southern Airlines, China Southern Airlines Call Center and agencies authorized by China Southern Airlines. If the selling units need to use the Pay Demand Note for Domestic Passenger Transport Ticket Returning and Changing to collect relevant fees, then the explanation of changes in ticket number, class and seat booking situation must be listed on the Note. The charges for change and fare difference must be distinguished correctly and shall not be confused with each other.

6.Change in segment: it will be treated as voluntary refund.

7.If the tickets for connecting flights are issued by adopting the published fares for different classes (F/A/J/W/Y/B/M/H/K/L/E/V/Z classes), then ticket change shall be carried out in accordance with corresponding provisions for different classes; if the tickets for connecting flights are issued by combining the published fares for different classes and other special fares( for P/C/D/U/Q/N/Tclasses), then ticket change shall be carried out in accordance with corresponding provisions for different classes, but the “Note” column shall be filled in accordance with the stricter provisions on class change.

8.If the round-trip tickets of published fares that have not been used at all or partially used request changes, then the charges for change shall be calculated on the basis of 1/2 round-trip fares for corresponding portions of the journey. If there is the published fare for the changed class, then the fare difference is the difference of 1/2 corresponding round-trip fare; if there is no published fare for the changed class, then the fare difference is the difference between the one-way fare after class change and 1/2 round-trip fare before change.


(II) Voluntary refund:

1.Refund for F/A/J classes tickets and children's tickets of which the prices are calculated according to the fares for F/A/J classes: there is a charge accounting for 5% of the published fares for corresponding classes if the refund happens more than 2 hours (including 2 hours) prior to the fixed flight departure time; there is a charge accounting for 10% of the published fares for corresponding classes if the refund happens less than 2 hours (excluding 2 hours) prior to the fixed flight departure time. Refund for the tickets (of which the prices are calculated according to the fares for F/A/J classes) for infants, disable army men and people's police disable on duty: there is no charge for the refund.

2.Refund for W/Y/B/M/H classes tickets and children's tickets of which the prices are calculated according to the fares for W/Y classes: there is a charge accounting for 10% of the published fares for corresponding classes if the refund happens more than 2 hours (including 2 hours) prior to the fixed flight departure time; there is a charge accounting for 20% of the published fares for corresponding classes if the refund happens less than 2 hours (excluding 2 hours) prior to the fixed flight departure time. Refund for the tickets (of which the prices are calculated according to the fares for W/Y classes) for infants, disable army men and people's police disable on duty: there is no charge for the refund.

3.Refund for K/L/E/V classes tickets: there is a charge accounting for 30% of the published fares for corresponding classes if the refund happens more than 2 hours (including 2 hours) prior to the fixed flight departure time; there is a charge accounting for 50% of the published fares for corresponding classes if the refund happens less than 2 hours (excluding 2 hours) prior to the fixed flight departure time.

4.Refund for P/C/D/S/Z/Q/U/N/Tclasses tickets: the tickets are non-refundable or shall be handled in accordance with specific document service conditions.

5.If passengers have got a refund for the changed tickets, then the collected charges for change will be non-refundable; if passengers have got a refund for the tickets after the class has been changed, the fare difference part will be handled in accordance with the refund charge standard for new fare classes or new fare rules, while the other part will be handled in accordance with the refund charge standard for the booked classes before change. The charge for refund combining the above two parts will be collected.

6.If passengers apply for a refund, the application shall be raised within 13 months from the day of the start of travel (If the tickets are not used at all, then from the day of ticket issuing) at the latest, otherwise the application will not be accepted. If the tickets are overdue, then the fares, airport construction fees and bunker adjustment surcharges will be non-refundable.

7.If the tickets for connecting flights are issued by adopting fares for F/A/J/W/Y/B/M/H/K/L/E/V/Z classes, then the refund shall be handled according to corresponding provisions for different classes; if the tickets for connecting flights are issued by adopting fares for F/A/J/W/Y/B/M/H/K/L/E/V/Z classes and P/C/D/S/U/Q/N/T classes, then the refund shall be handled according to corresponding provisions for different classes, but the “Note” column must be filled in accordance with the tighter refund provisions on class change.

8.If a refund is requested after the ticket of published round-trip fare is partially used, then the refund shall deduct the one-way fare used for corresponding classes in the portion of the journey and the remaining balance shall be handled based on relevant class provisions.


(III) For the handling of lost tickets, the new version of General Conditions of Domestic Transportation of Passengers and Baggage and Regulations on Domestic Passenger Transport Ticket Using and Managing of China Southern Airlines shall be followed.

VI. Regulations on transfer of passenger tickets

(I) The ticket transfer shall be carried out in accordance with the attached table or relevant agreements on transfer;

(II) The passengers who have concessionary tickets (of which the prices are calculated according to the fares for F/A/J/W/Y classes) for infants, disable army men and people's police disable on duty are allowed to have voluntary transfer. If the applicable fares of the carriers are higher than that of China Southern Airlines after transfer, then the passengers need to make up the difference first and then carry out transfer; if the applicable fares of the carriers are lower than that of China Southern Airlines after transfer, then the passengers will not get the refund for the difference or they will be treated according to voluntary refund provisions.

(III) The passengers who have the tickets for F/A/J/W/Y classes (if the prices are lower than the published fares, then the difference shall be made up) and children tickets of which the prices are calculated according to the fares for F/A/J/W/Y classes are allowed to have voluntary transfer to change carriers. If the applicable fares of the carriers are higher than that of China Southern Airlines after transfer, then the passengers need to make up the difference first and then carry out transfer, meanwhile, the charge for changes shall be collected in accordance with these general rules; if the applicable fares of the carriers are lower than that of China Southern Airlines after transfer, then the passengers will not get the refund for the difference and meanwhile they will be charged for change according to these general rules or treated based on voluntary refund provisions.

(IV) If passengers who have any other tickets that are not allowed to have voluntary transfer request voluntary transfer, then they shall be treated according to voluntary refund provisions.

VII. Regulations on discounts for children and infant tickets

(I) Children shall buy tickets at the prices of 50% of the full adult fares for F/A/J/W/Y classes, while infants shall buy tickets at the prices of 10% of the full adult fares for F/A/J/W/Y classes. Every child or infant can only enjoy one type of discount. Others shall follow relevant provisions in the new version of General Conditions of Domestic Transportation of Passengers and Baggage of China Southern Airlines.

(II) For those who use child or infant tickets for preferential classes, if applicable adults fares are chosen, then the same application conditions for adults shall be followed; if normal child or infant fares (i.e. 50% and 10% discount of the fares) are chosen, then the application conditions for the originally booked classes (F/A/J/W/Y classes) correspondent with the fares shall be followed.

(III) Except the existing ticket purchase rules for children, every adult passenger aged over 18 and with capacity of civil conduct is allowed to take at most 2 children under 12 ages, and other children (including those purchase tickets at the adult fare) should be subject to the provisions on children without adult’s company.

(IV) For unaccompanied children, relevant operating provisions in the Domestic Passenger Transport Sales Operations Manual of China Southern Airlines shall be followed.

VIII: Involuntary changes/refund/transfer:

these shall be treated in accordance with relevant provisions in the General Conditions of Domestic Transportation of Passengers and Baggage of China Southern Airlines.

IX: Effective date

The published fares and service conditions are applicable to passenger tickets sold since 00:00 on August 12th, 2013 for the travel starting from 00:00 on October 27th, 2013.

China Southern Airlines has the right of final explanation for these rules.

Rules for domestic passenger ticket refund due to illness

1. Time

A passenger asking for ticket refund due to illness shall cancel his seat before taking off otherwise it shall be taken as a voluntary refund.

2. Location

(1) China Southern Airlines ticketing offices and sales agents

(2) China Southern Airlines official ticketing website:

In cities without any China Southern Airlines ticketing office, it shall be conducted at China Southern Airlines immediate ticketing office. The passenger shall follow the procedures with relevant materials.

In cities without any China Southern Airlines ticketing office, the passenger can call China Southern Airlines Customer Service Center (95539) before taking off and mail the original materials listed in Requirement (1) and the original Aviation E-ticket Itinerary in accordance with the customer service guidelines. Relevant materials shall be mailed to the Customer Service Center within one month after taking off which shall be confirmed with postmarks of issuing and receiving post offices.

China Southern Airlines immediate domestic sales organizations addresses and contacts: http://www.csair.com/en/contact/static/gnxsjg.shtml

3. Requirements

(1) The medical certificate passengers are required to submit:

The passenger shall provide a copy of his ID card, original certificate of diagnosis provided by a county-level or above medical institution (equivalent to Class A Grade A) to show he can not take the flight indicated by the flight ticket (including the original medical certificate, passenger medical records and proof of failing to take the flight and payment of medical expenses on the current day of more than 200 Yuan) otherwise it shall be taken as a voluntary refund.

(2) In case the passenger’s company shall complete the same procedure if he asks for ticket refund. Each passenger shall have at most 2 companies. The company’s itinerary shall be exactly the same as the passenger’s. In case their ticketing offices are different, it is necessary to complete their procedures at China Southern Airlines immediate ticketing office.

(3) In case the passenger’s ticket is marked with “No refund”, ticket refund due to illness shall not be accepted.

(4) In case it is found through examination that the seat cancellation and medical certificate are in line with the above requirements and the ticket has not been used, the ticket and taxes shall be refunded in full. In case the ticket has been partially used, the difference of the original ticket (including taxes) minus the ticket and taxes used shall be refunded. Refund fee shall be exempted. The refund amount shall not exceed the amount originally paid.

(5) In case ticket refund due to illness makes the size of the tourist group below the specified minimum, the remaining passengers shall make up the difference between the price for a group and the price for individuals.

4. Penalties for irregular ticket refund due to illness Passengers shall provide relevant evidence materials in accordance with the requirements of China Southern Airlines and complete the procedures within the specified period of time and place. Inconsistence with the requirements or providing false materials shall be refused.

5. The provisions shall become valid right now. In case of any dispute between the previous provisions and the current provisions, the latter shall prevail.

Provisions on transit service for B-class individual travelers

Ⅰ. RBD (Reservation Booking Designator): B-class

Ⅱ. Transfer: Not allowed.

Ⅲ. Open-ended ticket: Not allowed.

Ⅳ. Provisions on ticket change and refund

1. Voluntary change and refund:

Transfer, change and refund are not allowed.

2. Involuntary change: For passengers suffering from flight delay and misconnection of flights, they have priority to get vacant seats of the following flights.

3. Involuntary refund: Passengers who fail to travel or suffer from misconnection of flights caused by non-passenger reasons can refund the ticket in the original purchase place based on related certification provided by the check-in department of the departure or stopover airport specifying refund reason and flight sectors already used with bear signature and business stamp of the check-in department. If the ticket is totally unused, it should be fully refunded. If the ticket is used partially in order, the ticket should be refunded for the unused flight sectors in the stopover airport and the calculation method is as follows: discount rate of total price of full flight times regular price of economy class of unused flight sectors. If the flight of stopover changes but the connecting time is within MCT (the minimum connection time), the ticket should not be handled through involuntary refund method.

Ⅴ. This Rules will take effect on April 1, 2013 (Flight date).