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中国联航国际版旅客须知

一、餐饮服务须知

I. Catering service

中国联航的票价中不含餐、饮费用,您可根据需要在客舱内选购饮料、餐食及其他商品,我们的客舱乘务员将竭诚为您服务。

The fees for catering service are not included in your ticket fare. You may buy drinks, meals and other goods in the cabin as needed, and our cabin attendants will do their best for you.

二、不正常航班服务须知

II. Irregular flight

1.由于机务维护、航班调配、商务或机组等原因,造成航班在始发地延误或取消,中国联航应尽一切可能尽早通知航班调整计划等信息,避免因此造成旅客的损失;并按规定为旅客提供餐食或住宿等服务:

1. In case of flight delay or cancellation at the departure airport due to maintenance service, flight scheduling or business or crew reasons, CUA will announce as early as possible the rescheduled flight information to avoid losses to passengers; and arrange meals and accommodation for passengers according to the rules:

(1) 因中国联航的原因造成航班延误2小时(含)以上,中国联航为旅客提供饮用水和食品。

(1) When CUA is responsible for flight delay over 2 hours (inclusive), CUA will provide passengers with drinking water and meals.

(2) 因中国联航的原因造成航班延误4小时(含)以上,至晚上二十二点以后,且计划航班取消的,中国联航为旅客提供带盥洗设施的标准间住宿。

(2) When CUA is responsible for flight delay over 4 hours (inclusive) and beyond 22 o'clock at night, and it is planned to cancel the flight, CUA will provide passengers with standard hotel rooms with toilet facilities.

2.由于不可抗力、突发事件(包括影响飞行安全的故障),包括但不限于天气、自然灾害、空中交通管制、战争、政府行为、意外事件、油料供应短缺、安检以及旅客自身等非中国联航原因,造成始发航班延误或者取消,中国联航及其地面服务代理人将尽一切可能尽早提供航班动态信息,协助旅客安排餐食或/和住宿等,但是费用由旅客自理。

2. In case of flight delay or cancellation due to force majeure, emergencies (including malfunctions that may compromise flight safety), including but not limited to extreme weather, natural disasters, air traffic control, war, government acts, accidents, fuel shortage, security check and personal reasons of the passenger, CUA and its ground service agents will provide flight information as early as possible and assist passengers to arrange meals and/or accommodation at the passengers' cost.

3.航班在经停地点延误或取消,无论何种原因,中国联航将向经停旅客提供餐食或/和住宿服务:

3. If the flight is delayed or cancelled for whatever reason at the stopover airport, CUA will provide meals and/or accommodation to the passengers:

(1) 航班在经停地延误2小时(含)以上,中国联航为旅客提供饮用水和食品。

(1) When the flight is delayed at the stopover airport for over 2 hours (inclusive), CUA will provide passengers with drinking water and meals.

(2) 若当日无后续航班,中国联航为旅客提供带盥洗设施的标准间住宿。

(2) In case there is no follow-up flight on the same day, CUA will provide passengers with standard hotel rooms with toilet facilities.

4. 航班发生备降,无论何种原因,中国联航将向备降旅客提供餐食或/和住宿服务:

4. If the flight lands at an alternate airport for whatever reason, CUA will provide meals and/or accommodation to the passengers:

(1) 航班备降后但不安排旅客下机的情况,按照《中国联合航空有限公司旅客、行李国际运输总条件》第11.10.5条服务。

(1) When the flight lands at an alternate airport and the passengers are not arranged to get off the plane, services will be provided in accordance with the Article 11.10.5 of the General Conditions of CUA for International Carriage of Passengers and Luggage.

(2) 若当日无后续航班,中国联航为旅客提供带盥洗设施的标准间住宿。

(2) In case there is no follow-up flight on the same day, CUA will provide passengers with standard hotel rooms with toilet facilities.

5. 机上延误期间,在不影响航空安全的前提下,中国联航保证盥洗设备的正常使用。

5. During the onboard delay, CUA will, under the condition of not compromising air safety, guarantee the normal use of toilet equipment.

(1) 机上延误超过2小时(含)的,中国联航将为机上旅客提供饮用水和食品。

(1) When the onboard delay lasts for over 2 hours (inclusive), CUA will provide passengers with drinking water and meals.

(2) 机上延误超过3个小时(含)且无明确起飞时间的,中国联航将在不违反航空安全、安全保卫规定的情况下,安排旅客下飞机等待。

(2) If the onboard delay exceeds 3 hours (inclusive) and no definite departure time is available, CUA will, under the condition of not violating rules on air safety and security, arrange the passengers to get off the plane.

6.在航班延误或者取消时,中国联航及其授权的销售代理人、地面服务代理人应当优先为残疾人、老年人、孕妇、无成人陪伴儿童等需特别照料的旅客提供服务。

6. When the flight is delayed or cancelled, CUA and its authorized sales agent and ground service agent will provide services in priority to the disabled, aged, pregnant and unaccompanied minor passengers and other passengers that need special care.

7.航班取消或延误三小时以上的,旅客可以免费变更至中国联航可提供座位的后续航班;旅客要求退票的,按《中国联合航空有限公司旅客、行李国际运输总条件》第12.4条“非自愿退票”的规定办理。

7. If the flight is cancelled or delayed for more than three hours, the passengers may change to CUA's follow-up flights free of charge; and the passenger request of refund will be treated as “Non-voluntary Refund” in accordance with the Article 12.4 of the General Conditions of CUA for International Carriage of Passengers and Luggage.

8.无论何种原因航班延误或取消,中国联航不提供经济补偿(包括不可抗力造成的扩大影响)。

8. For whatever reason the flight is delayed or cancelled, CUA will not provide economic compensation (including the expanded effects of force majeure).

三.拒绝运输与限制运输

III. Declined and restricted transportation

1.特殊旅客包括:重要旅客、无成人陪伴儿童、老年旅客、孕妇、婴儿、海员旅客、盲人旅客、聋哑旅客、酒醉旅客、犯罪嫌疑人、机要交通人员、外交信使、额外占座旅客、保密旅客、担架旅客、病残旅客以及其他需要特殊照顾的旅客。考虑到特殊旅客自身及其他旅客的乘机安全,我们要求特殊旅客购票时应提供相应证明并办理特殊旅客运输手续,经我们同意并做出相应安排后方可予以运输。如您未能遵守规定,我们有权拒绝运输,责任由您本人或您的委托购票人承担。

1. Special passengers include: important passengers, unaccompanied children, old-age passengers, pregnant women, infants, seafarers, blind passengers, deaf and dumb passengers, drunken passengers, convicts and suspects, confidential correspondents, diplomatic couriers, extra seat passengers, confidential passengers, stretcher passengers, sick and disabled passengers and other passengers requiring special care. For the safety of special passengers themselves and other passengers, they are required to provide corresponding proofs and handle the formalities when purchasing tickets, and have access to the transport service upon our agreement and corresponding arrangements. If you fail to comply with such rules, we shall have the right to refuse to carry you. And the responsibility rests with you or your authorized ticket purchaser.

2.如果您对我们的服务存有任何异议,请通过合法途径投诉或申请解决争议。若您采取霸机、占机、冲击柜台等影响安全或妨害营运秩序的手段,鉴于我们没有能力满足您的要求,我们可能在短期内无法向您提供服务。

2. In case of any objection to our service, please make complaint or request to settle it by legal means. You shall not refuse to leave the cabin, seize the aircraft, assail the counter or impair safety or operating order in any other way, in case that we cannot provide you with service at your request in the short term.

四.行李运输规定

IV. Regulations on luggage transport

1.您的免费行李额(包括免费手提随身行李和免费托运行李)与您选购的客票舱位等级有关(婴儿无免费行李额),请根据您的需要购买合适的客票。超重部分需支付逾重行李费。

1. Your free luggage allowance (including free hand luggage and free check-in luggage) is corresponding to the class of the ticket you purchase (no free luggage allowance for a baby). Please purchase the ticket according to your needs. The excessive luggage shall be charged.

2. 行李免费额度

2. Free luggage allowance

(1)免费手提随身行李:每位旅客(除婴儿外)每人允许免费携带1件手提随身行李进入机舱,体积不得超过20X30X40厘米且重量不超过10KG。 手提随身行李体积超过20X30X40厘米,但不超过20X40X55厘米的,且重量不超过10KG,需付费后才能带入机舱。手提随身行李必须能够放入旅客座位前排位置下方或者头顶行李架中。

(1) Free hand luggage allowance: 1 piece per passenger (other than a baby), less than 20x30x40cm in size, and less than 10KG in weight. In case of more than 20x30x40cm (but less than 20x40x55cm) in size and less than 10KG in weight, the luggage may be carried onto the cabin after paying for it. A hand luggage shall be accommodable to the underneath of the front seat or in the overhead bin.

(2)免费托运行李:购买舒心飞产品的旅客,每人可免费托运25KG行李,且单件体积不得超过40X60X100厘米。购买欢乐抢和大众游产品的旅客,每人可免费托运15KG行李,且单件体积不得超过40X60X100厘米。

(2) Free check-in luggage allowance: 25KG and less than 40x60x100cm in size for Easy Fly products, 15KG and less than 40x60x100cm in size for Happy Snap-up and YouTour products.

3.超重行李收费标准

3. Charges for excessive luggage

(1)中国始发随身行李体积超过20X30X40厘米,但不超过20X40X55厘米的,且重量不超过10KG的,按照200元(人民币)收费,收费总金额以人民币元为单位。超过免费托运行李额的部分,每KG按100元(人民币)计算收费,重量不足1KG的按1KG计算收费。收费总金额以人民币元为单位。

(1) Departure from China: RMB 200 for the hand luggage over 20X30X40cm but less than 20X40X55cm in size, and less than 10KG in weight. And RMB 100 per KG for the portion exceeding the free check-in luggage allowance (charged as 1KG if less than 1KG).

(2)日本始发(机场柜台)随身行李体积超过20X30X40厘米,但不超过20X40X55厘米的,且重量不超过10KG的,按照3000円(日元)收费,收费总金额以日元为单位。超过免费托运行李额的部分,每KG按1500円(日元)计算收费,重量不足1KG按1KG计算收费。收费总金额以日元为单位。

(2) Departure from Japan: 3,000 yen (charged at airport counter) for the hand luggage over 20X30X40cm but less than 20X40X55cm in size, and less than 10KG in weight. And 1,500 yen per KG for the portion exceeding the free check-in luggage allowance (charged as 1KG if less than 1KG).

4.请勿将违禁物品、贵重物品及易碎物品放入托运行李,勿携带大量现金上机,并在客舱内注意保管您的贵重物品。如运输过程中发生非托运行李毁损或丢失,将由旅客本人负责。因部分飞机不具备装载活体动物的条件,目前中国联航所执行的所有国内、国际(含地区)航班暂不接受小动物托运的业务。

4. Do not put forbidden objects, valuables and fragile items in your check-in luggage. Do not carry large amount of cash on the flight. Take care of your valuables in the cabin. Passengers shall be responsible for any damage or loss of hand luggage during transportation. Since some planes do not have the conditions to carry live animals, the transport of pet animals is unavailable on all the CUA’s domestic and international (including regional) flights currently.

5.锂离子电池不得作为托运行李运输。

5. Lithium ion batteries shall not to be transported as check-in luggage.

6.更多详细规定请参见《中国联航托运行李及非托运行李运输方案》《中国联合航空有限公司旅客、行李国内运输总条件》

6. For more details, please refer to CUA Transport Program of Check-In and Non-Check-In Luggage and General Conditions of CUA for Domestic Carriage of Passengers and Luggage.

五.请不要在行李中夹带危险物品。

V. Do not carry hazardous articles in your luggage.

危险物品包括:爆炸物品;气体,包括易燃和非易燃无毒气体、有毒气体;易燃液体;易燃固体、自燃物质和遇水释放易燃气体物质;氧化剂和有机过氧化物;毒性物质和传染性物质;放射性或者磁化物质;腐蚀性物质;杂项危险品,包括环境危害物质。

Hazardous articles include: explosives; gases, including flammable and non-flammable, toxic and non-toxic gases; flammable liquids; flammable solids, spontaneously combustible substances, and substances that release flammable gases when exposed to water; oxidants and organic peroxides; toxic substances and infectious substances; radioactive or magnetized substances; corrosive substances; miscellaneous dangerous goods, including environmentally harmful substances.

  锂电池特殊声明:

  Special Statement on Lithium Battery:

  1)请勿托运您的自用内含锂或锂离子电池芯或电池的便携式电子装置 (手表、计算器、照相机、手机、手提电脑、便携式摄像机等)应作为手提行李携带登机;

  1)Do not transport as check-in luggage your portable electronic devices with lithium, lithium-ion battery cells or batteries (watches, calculators, cameras, mobile phones, laptops, portable video cameras, etc.). Please carry them as hand luggage into the cabin.

  2)请勿托运您的便携式电子装置的备用电池必须单个做好保护以防短路(放入原零售包装或以其他方式将电极绝缘,如在暴露的电极上贴胶带,或将每个电池放入单独的塑料袋或保护盒当中),并且仅能作为手提行李携带登机。

  2)Do not transport as check-in luggage the backup batteries of your portable electronic devices. They should be separately wrapped to prevent short circuit (put in their retail package or have their electrodes insulated, e.g., seal the exposed electrodes with adhesive tape or place each battery in a separate plastic bag or protective case). Backup batteries can only be transported as hand luggage in the cabin.

  3)锂金属电池的锂含量不得超过2克,锂离子电池的额定能量值不得超过100Wh(瓦特小时);超过100Wh但不超过160Wh的,须经我们批准方可作为随身物品携带,每人只许携带两个;

  3)The lithium content of lithium metal battery shall not exceed 2 grams, and the rated capacity of lithium-ion battery shall not exceed 100Wh. Lithium-ion batteries between 100Wh and 160Wh are subject to our approval as hand luggage and each passenger can carry no more than two pieces;

  4)锂金属电池的锂含量超过2克,锂离子电池超过160Wh的锂电池严禁携带。

  4)Lithium metal battery containing more than 2 grams lithium and lithium-ion battery over 160Wh are prohibited onboard.

  5)锂电池移动电源(充电宝)应视为备用电池,请勿托运您的锂电池移动电源(充电宝)仅能作为手提行李携带登机。旅客不得在飞机飞行过程中使用锂电池移动电源(充电宝)给电子设备充电。

  5)Mobile lithium power supply (power bank) is regarded as a backup battery and shall not be transported as check-in luggage. Please carry them onboard as hand luggage. Passengers shall not use mobile lithium power supply (power bank) to charge their electronic equipment during the flight.

  6)携带锂离子电池驱动的轮椅或其他类似的代步工具和旅客为医疗用途携带的、内含锂金属或锂离子电池芯或电池的便携式医疗电子装置的,必须依照《技术细则》的运输和包装要求携带并经我们批准。

  6)Lithium-ion battery powered wheelchairs and similar vehicles, portable electronic medical devices with lithium metal or lithium-ion batteries must be transported and packed according to the Technical Rules and subject to our approval.

  

六.儿童与婴儿

VI. Children and infants

1.儿童旅客中国联航提供座位。每名成人旅客最多只能携带两名儿童。

1. The child passenger seats are available on CUA flights, and each adult is allowed to carry two children maximum while boarding on CUA flights.

2.婴儿旅客中国联航不提供座位。每名成人旅客最多只能携带一名婴儿。

2. The seats for the infants are unavailable on CUA flights on which each adult passenger can only carry one infant at most while boarding.

3.不满五周岁的儿童乘机须有具备完全民事行为能力的成人陪同;五周岁以上十二周岁以下儿童如单独乘机,须向中国联航申请办理无成人陪伴儿童乘机手续,经中国联航同意后,方可购票。

3. The child passenger under the age of 5 must be accompanied by an adult with the full capacity for civil conduct. A child aged between 5 and 12 for air travel alone must apply to handle the formalities for carriage of unaccompanied minors. The ticket for such child can be purchased with the approval of CUA.

4.每名成人旅客可携带的儿童和婴儿总数不得超过两名。

4. Each adult passenger may bring no more than two children and infants.

5.未满十八周岁的旅客不可独自携带婴儿或儿童旅行。

5. Passengers under 18 are not allowed to carry infants or children while travelling with CUA.

七、超售

VII. Over-sale

如果您购票后在机场因航空公司超售原因未能成行,我们将给予合理的补偿并根据旅客的要求为其安排合适的航班或退票。如果没有足够的旅客愿意放弃本次航班旅行,我们可以根据其确定的优先登机规则拒绝运输部分旅客。

If you cannot take the flight due to over-sale, we will offer reasonable compensation and arrange suitable flight or refund according to your requirement. If there are not enough passengers willing to abandon this flight, we may refuse to transport some passengers according to the established priority boarding rules.

八.价格条件规定

VIII. Rules on price basis

请您务必注意所订机票的价格适用条件,尤其有关退、改、签的限制性规定。

Notice the applicable price conditions of your tickets, especially the restrictive provisions concerning ticket refund, change and endorsement.

任何疑问,请随时拨打咨询电话400-102-6666

For any questions, please contact us at any time at 400-102-6666.

价格举报电话:12358; 监督电话:4001026666