9 TICKET REFUNDS

9.1General rules

9.1.1Ticket refunds shall be processed through the validating carrier or its authorized sales agents.

9.1.2The status of the ticket for which a passenger requests a refund must be Open For Use.

9.1.3Unless otherwise specified, refund fees shall be calculated based on the time of cancellation of the reserved seat.

9.1.4The passenger who has printed the Paper Itinerary shall present it when requesting a refund.

9.1.5In the case of tickets priced according to the fare component rules, refunds shall be made subject to the strictest rules on ticket conditions.

9.2Person requesting a refund

9.2.1Xiamen Airlines shall be entitled to make a refund to the passenger named in the ticket or to the person who has paid for the ticket.

9.2.2The passenger or the person who has paid for the ticket shall present his valid ID document when requesting a refund. If the person requesting a refund is not the passenger named in the ticket or the person who has paid for the ticket, the person shall present a valid ID document of the passenger or the person who has paid for the ticket and a refund authorization letter, along with his own valid ID document.

9.2.3If a ticket has been paid for by a person other than the passenger named in the ticket, and Xiamen Airlines has indicated on the ticket that there is a restriction on refund, Xiamen Airlines may make a refund only to the person paying for the ticket or to that person's order.

9.2.4A refund made to a person eligible under Para.9.2.1 and Para.9.2.3 shall be deemed a proper refund, and Xiamen Airlines shall be discharged from liability.

9.3Time limit for refunds

The person requesting a refund shall apply for a refund no later than one calendar month after the expiration of the ticket validity specified in Para.3.1.2. Applications submitted beyond this time limit shall not be processed, and no refund of fares, taxes or charges is available. Xiamen Airlines will complete the refund procedure within 7 working days from the date of receiving the passenger’s valid refund application (including all required documents), excluding processing time by financial institutions.

9.4Place and method of refunds

9.4.1All refunds shall be made subject to government laws, rules and regulations or orders of the country (or region) in which the ticket was originally purchased and of the country (or region) in which the refund is being made. Normally, the ticket will be refunded according to the original payment method and currency. Refunds will be made in the currency in which the ticket was paid for, but may be made in another currency in accordance with Xiamen Airlines regulations.

9.4.2Involuntary refunds may be handled at the direct sales agencies of Xiamen Airlines in the place where the ticket was purchased or the person requesting a refund has applied for a refund, or at the direct sales agencies or authorized sales agents of Xiamen Airlines in the place where the event leading to involuntary refunds occurred.  

9.4.3Voluntary refunds may be handled in the place where the ticket was purchased or at the direct sales agencies of Xiamen Airlines; except for the special products or discounted fares with restrictions on the place of refunds.

9.4.4If a passenger holding an open ticket requests a refund, the refund can only be handled in the place where the ticket was purchased.

9.4.5Refund to debit or credit cards: If a passenger pays for the ticket by a credit or debit card, the ticket can only be refunded to the original card account. Xiamen Airlines will calculate the refund on the basis of the ticket fare amount and currency originally paid by the passenger in accordance with this rule. Due to currency exchange differences, the ticket fare amount refunded to the passenger’s card may be different from the amount originally recorded in the bank statement by the credit or debit card company. The passenger is not entitled to claim a refund from Xiamen Airlines for this difference.

9.5Voluntary refunds

9.5.1Voluntary refunds mean that the passenger requests a refund for his own reasons, which is subject to the following provisions:

a)If no portion of the ticket has been used, any refund will be an amount equal to the fare paid, less refund fees and no-show charges (if any);

b)If a portion of the ticket has been used, any refund will be an amount equal to the difference between the fare paid and the discounted or published fare applicable for travel between the points for which the ticket has been used and the used taxes and charges, less refund fees and no-show charges (if any). If there is any balance, it will be refunded to the passenger;

c)The refund requested by a passenger holding a ticket at discounted fare shall be accordingly handled if the discounted fare imposes special restrictions on refund.

9.5.2If a passenger terminates his travel voluntarily at a stopping place, no refund is available for unused segments of his flight.

9.6Involuntary refunds

9.6.1Involuntary refunds mean that the passenger requests a refund because the flight is canceled, delayed, or departs ahead of schedule, the route is changed, the class of service is changed, or the carrier cannot operate the original flight, etc.; or the passenger terminates his trip and requests a refund because the connecting time of subsequent connecting flight is less than the Minimum Connecting Time (MCT), which is brought about by arrival delay of the connecting flight due to reasons attributable to Xiamen Airlines, or not attributable to Xiamen Airlines such as weather and air traffic control.

9.6.2For flights that are not delayed in departure but are delayed in arrival, if a passenger who did not take the flight requests a ticket refund, the request shall be handled in accordance with the provisions of voluntary refunds in these Conditions.

9.6.3Involuntary refunds shall be handled in accordance with the following provisions:

a)If no portion of the ticket has been used, refund an amount equal to the fare paid plus refundable taxes and charges without refund fees;

b)If a portion of the ticket has been used, and the passenger requests a refund, refund an amount equal to the difference between the fare paid and the discounted or published fare applicable for the travel between the points for which the ticket has been used, less any used taxes and charges, and charge no refund fees; when the aircraft lands at the stopping place specified on the ticket or at another station other than the stopping place specified on the ticket, and the passenger requests a refund, refund an amount based on the proportion of the travel between the landing station and the destination station to the original routing, but in no instance can the amount of the refund exceed the amount paid for the original fare.

9.6.4If the passenger who has changed flight voluntarily and paid change fees requests a refund when the changed flight is not operated as scheduled (due to reasons attributable to Xiamen Airlines or not), the ticket can be refunded free of refund fees while the previously paid change fees cannot be refunded.

9.6.5Refund fees are waived in the following circumstances:

a)No refund fees will be charged for the infant passenger purchasing an infant fare ticket without occupying a seat;

b)Passengers who cannot travel on the flights or dates as shown on the tickets due to injury, illness or other health reasons of themselves or their companions, can request a refund of the unused segments of the tickets free of charge within the specified period by presenting the certification materials. Xiamen Airlines has specific requirements on the types of certification materials and handling regulations, and passengers should contact Xiamen Airlines for detailed requirements and process the refund according to the regulations;

c)No refund fees will be charged for disabled servicemen, disabled people's policemen and disabled fire and rescue personnel, purchasing special tickets by virtue of Certificate for Disabled Servicemen of the People's Republic of China, Certificate for Disabled People's Policemen of the People's Republic of China and Certificate for Disabled Fire and Rescue Personnel of the People's Republic of China. For those disabled servicemen, disabled people's policemen and disabled fire and rescue personnel, who are charged based on other normal or discounted fares published by Xiamen Airlines, their refunds will be handled according to the corresponding ticket conditions. 

9.6.6Right to refuse refund 

Xiamen Airlines shall refuse to make refunds in any one or more of the following situations:

a)The passenger fails to request a refund within the specified time limit for refunds; 

b)The passenger fails to present valid documents, tickets or certificates when requesting a refund; 

c)When the fare for the transportation used is equal to or higher than that of the whole transportation, the unused flight coupons cannot be refunded;

d)The ticket is indicated with a "non-refundable" restriction, except for involuntary refunds.

9.6.7Tax and charge refund

Unless otherwise specified for discounted fares, Xiamen Airlines shall refund taxes and charges that have not been incurred at the time the passenger purchased the ticket. For the ticket that has no balance refundable or is non-refundable, taxes and charges can be refunded separately without service charges within the time limit for refunds specified in Para.9.3.