1 Scope of application

1.1 These conditions are applicable to international, regional and cross-strait routes that are actually carried by Shandong Airlines and are actually carried by other airlines under the code of Shandong Airlines, which are issued by Shandong Airlines international tickets and tickets issued by airlines with mutual sales agreements.

1.2 The sales management requirements listed in these conditions are applicable to international tickets sold after March 7, 2022 (inclusive).

1.3 The refund and change rules of special fare products shall be implemented in accordance with the rules of related products.

1.4 These conditions are regarded as an integral part of the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.".

2 General rules

2.1 For the change and refund of international tickets, the change and refund fee are calculated according to the time when you cancel the reservation.

2.2 Anyone who complies with these conditions shall be executed in accordance with these rules. If it is not stipulated, it shall be implemented in accordance with the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.".

2.3 The connecting tickets you have purchased must be used in the order of the trips after the tickets are issued, and the order of trip use shall not be changed.

3 Voluntary change

3.1 It must be processed within the validity period of the ticket, and it will not be processed outside the validity period of the ticket. A change fee will be charged for each change, and the change fee will not be refunded when the ticket is refunded.

3.2 The charging standard of the change fee shall be implemented in accordance with the tariff regulations of the purchased ticket.

3.3 For tickets that have not started travel, the fares on the day you reissue the tickets will be recalculated; for tickets that have already started traveling, the fares will be recalculated on the day your original ticket was issued.

3.4 After the change, the tax difference between your new ticket and the original ticket will be subject to the principle of not refunding more and not making up for less.

3.5 If the flight segment is to be changed, for example, if you miss your flight, you will be charged a no-show fee when you reschedule, and a no-show fee will be charged for each missed flight.

3.6 The rules for change the tickets for children (including unaccompanied children) and infants occupying a seat are the same as those for adult tickets; the change fee for infants who do not occupy a seat is waived.

3.7 If your ticket needs to be changed again after voluntary change, it must be implemented in accordance with the tariff regulations after the change, and the change fee charged before the change will not be refunded.

3.8 When the ticket is changed, the fare paid by you will be re-calculated. If the total amount is higher than the amount you paid for the original ticket, you should pay the difference between the original payment amount and the amount after the change, and you need to pay the change fee according to the fare rules of the original ticket. If the total amount is lower than the amount you paid for the original ticket, the difference will not be refunded, and we will only charge the change fee calculated according to the fare rules of the original ticket; in this case, you can also apply for a voluntary refund and purchase a new ticket.

3.9 A change fee will be charged for each change. If there are multiple change segments on the connecting ticket and multiple change fees apply, the higher change fee will be charged.

4 Voluntary refund

4.1 Tickets that have not started travel can be refunded within 365 days from the date of ticket purchase. Tickets that have already started travel can be refunded within 365 days from the date of travel on the first segment.

4.2 The charging standard of the refund fee shall be implemented in accordance with the applicable tariff regulations.

4.3 When refunding a connecting ticket, the higher refund fee will be charged according to the flight segment to be refunded. If there are situations in which refund is allowed or not allowed in the flight segment to be refunded, the refund fee will be charged for the flight segment where refund is allowed, and refunds are not allowed for flight segments that do not allow refunds.

4.4 If you apply for a refund after part of the flight segment of the connecting ticket has been used, we need to recalculate the used part of the ticket. Due to the professionalism and complexity of international fares, the fares for the same sales class and the same flight segment in different itinerary combinations are different, the used part of the ticket is subject to the final calculation result of our company.

4.5 If your ticket is refunded after the change, we shall calculate it according to the original ticket class, fare and refund regulations The changed fee will not be refunded, and the upgrade fee for the unused segment will be refunded in full.

4.6 Refunds for children (including unaccompanied children) and infants occupying a seat are the same as those for adult tickets; tickets for infants who do not occupy a seat are refunded free of charge.

4.7 If you have no-show for the flight segment to be refunded, a no-show fee will be charged when refunding the ticket, and a no-show fee will be charged for each missed flight.

Reminder: Take the round-trip ticket you purchased as an example, if the outbound ticket has been used, the total amount of fare and tax for the used part may be higher than half of the total amount of round-trip fare and tax you paid.

5 Involuntary Change/Refund/Endorsement

5.1 Refund due to illness

After purchasing a ticket, if you are unable to travel due to illness and request a refund, you can apply for an involuntary refund for free. If the ticket is changed, the date of issue of the original ticket will be regarded as the date of purchase.

5.1.1 For on-site processing at the ticket office directly owned by Shandong Airlines, passengers need to provide:

(1) The original official diagnosis certificate (or medical record) and the original medical invoice (with an amount of not less than RMB 50) issued by a medical unit at the county level or above (inclusive) with the official seal, the time limit for issuing the certification materials is after the ticket is purchased before the flight takes off; if you are hospitalized due to illness, you can provide proof materials such as the discharge certificate or the original hospitalization certificate, the original medical invoice, etc. The flight departure time must be during the hospitalization period listed in the hospital discharge certificate.

Passengers seeking medical treatment in overseas hospitals: must provide a medical diagnosis certificate and payment certificate signed by a doctor, or a hospitalization certificate and a hospital discharge certificate.

(2) The passenger himself needs to present the original identity certificate in the reservation number.

(3) If it is not handled by the passenger, the original identity certificates of the client and the passenger must be presented at the same time.

(4) Copies of the above materials should be submitted at the same time.

5.1.2 Through Shandong Airlines call center, B2B or B2C Shandong Airlines online channels:

(1) Photographs of the above-mentioned required materials must be provided, and the photographs must be accompanied by the identity certificate of the passenger when purchasing the ticket, and it must be on the same shooting page.

(2) In order to prevent fraudulent refunds and protect the rights and interests of passengers, it is necessary to provide a photo of the passenger holding the identity certificate without a hat (the information on the certificate is clearly identifiable). The above materials are required to provide original photos without any form of editing and processing. If it is inconvenient to provide relevant electronic version materials, it needs to be processed on-site at the ticket office directly owned by Shandong Airlines.

(3) No other channels are allowed to handle involuntary refunds due to illness.

5.2 Non-Airlines reasons

Due to uncontrollable or unforeseeable reasons such as weather, air traffic control, etc., flight cancellation, advance, delay, flight change, connection missed, inability to provide the passenger's reserved seat, or failure to fly within a reasonable time in the event that a passenger who has been issued a ticket cannot be provided with a seat within the validity period of the ticket due to the flight according to the schedule and time, the passenger can be arranged for another available free seat on the Shandong Airlines flight or refund the ticket free of charge.

5.3 Involuntary endorsement and other matters

Involuntary endorsement and other matters are handled in accordance with the international ticket agreements signed by Shandong Airlines and other companies and the relevant provisions of the “General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.”.

6 Exchange rate selection principle

6.1 The exchange rate selection principle at the time of ticket issuance is based on the exchange rate on the date of issuance

6.2 The exchange rate selection principle when reissuing is the same as the new ticket price selection principle

6.3 The exchange rate selection principle when refunding the ticket is based on the exchange rate on the day the ticket is issued

7 Other

Matters not mentioned above shall be implemented in accordance with the “General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.”.