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7. Insurance, compensation and complaint

● Insurance ● Injury compensation

● Baggage compensation ● Complaint

Insurance

A passenger may buy from an insurance company, at his/her discretion, passenger's unexpected bodily injury insurance for domestic air transportation. The payment for such insurance does not exempt from or reduce the compensation undertaken by the carrier.

Injury compensation

The air carriers' maximum compensation limit for each passenger's bodily injury shall be defined in accordance with the relevant regulations proclaimed by the State Council. For domestic service, the liability limitation of the carrier in the event of death of or personal injury is RMB 70,000 ($8,456 USD) per passenger. The total compensation(s) will be equal to actual loss to the passenger if the loss is less than the limitation.

Baggage compensation

The air carrier will be liable to compensate for the loss or damage of the checked baggage. On domestic flights, the compensation limit shall not exceed RMB50 yuan (USD$6.04) per kg according to actual weight recorded at the check-in. The total compensation(s) will be equal to the actual loss to the passenger if the loss is less than the compensation limit.
Complaint

A passenger, who is dissatisfied with the air company's service, can complain to the air company or the customer affair center of the General Administration of Civil Aviation of China. Hold all the travel documents (ticket receipt, baggage tug, board card, etc) and the receipt of the factual expenses caused by the wrongly disposition.

Passenger, complaining through telephone, in writing or through internet, should make clear the following points:

1. Describe what has happened, including the date, city, flight number or flight time, the name and staff number of the involved person.

2. Enclose the ticket, receipt or copies of other documents which is supportive to his/her complaint with the complaining letter. Don't mail the original documents.

3. The clear claims

4. Passenger's name and telephone number

If the above-mentioned method does not work, passenger can resolve the problem through legal ways.

The complaining numbers of the air companies and the Customer Affairs Center of the General Administration of Civil Aviation of China .

The Customer Affairs Center of the General Administration of Civil Aviation of China .

Telephone ： 010-64287798

Fax ： 010-64287798

Address ： Jia No.24, Xibahe Beili, Chaoyang District, Beijing ..100028