Article 1 Scope of Application

1.1 Basic Principles 

1.1.1 Unless otherwise provided for in provisions 1.1.3, 1.2 and 1.3 of these Conditions of Carriage, these Conditions of Carriage apply to public air transportation operated by Shandong Airlines for the purpose of transporting passengers and baggage by civil aircraft and charging fees. These Conditions of Carriage form part of the contract between Shandong Airlines and the passenger, and the rights, obligations and responsibilities of both parties are bound by these Conditions of Carriage.

1.1.2 If the provisions in these Conditions of Carriage change frequently, Shandong Airlines may formulate relevant regulations separately and treat them as part of these Conditions of Carriage. If the separately formulated provisions are inconsistent with these Conditions of Carriage, the separately formulated regulations shall take precedence over these conditions.

1.1.3 These Conditions of Carriage also apply to carriage on special tickets such as free tickets and special fare tickets. Where discrepancies exist between the conditions of use of free tickets and of special fare tickets and these Conditions of Carriage, the conditions of use of such ticket take precedence over this General Conditions.

1.1.4 If Shandong Airlines sells tickets or performs check-in for the flights of other carriers, Shandong Airlines will only act as an agent of the actual operating carrier. Please acquaint yourself with the general conditions of the actual operating carrier.

1.1.5 Pursuant to applicable laws and regulations as well as these Conditions, a single air carriage contract and multiple separate air carriage contracts entered into between you and Shandong Airlines shall result in different legal effects. Unless otherwise specified herein, the rights and obligations of Shandong Airlines and you agreed under these Conditions shall apply solely to the relevant single carriage contract and shall not implicate any other carriage contracts. You shall fully acknowledge the above arrangement and choose to purchase according to your own actual situation.

1.2 Charter Transportation

For the transportation provided pursuant to a charter agreement, these Conditions of Carriage apply only where these Conditions of Carriage are referenced in the provisions of the charter agreement or in the conditions of use of the ticket of the charter ticket .

1.3 Codeshare

On some flights, Shandong Airlines has implemented "codeshare" agreements with other airlines. This means that even if you book a flight and hold a ticket with Shandong Airlines' name or airline code, you may be on a flight actually operated by another carrier. Shandong Airlines is obligated to inform you of the actual carrier of the flight when you purchase the ticket.

The General Conditions of Carriage will also apply to codeshare flights actually operated by other carriers. However, each operating carrier of a codeshare flight has general conditions or terms of carriage with respect to the operation of its own flights, and some may differ from our Conditions of Carriage for flights operated by Shandong Airlines. Except for Articles 2 and 3 of these Conditions of Carriage (Ticket Sales, Ticket Changes, and Refunds), these different rules and conditions of carriage established by the operating carrier will be considered part of our Conditions of Carriage on codeshare flights, and will take precedence over our Conditions of Carriage on these codeshare flights.

When it comes to codeshare flights, the differences between Shandong Airlines regulations and conditions of carriage and those of the operating carrier could involve, but are not limited to regulations on flight check-in, denied boarding and restricted transportation, regulations on baggage transportation, regulations on overbooking, flight delays and cancellations, and regulations on flight diversions, etc.

1.4 Overriding law

The establishment, validity, interpretation, performance, dispute resolution and other contractual issues shall be governed by the laws of the People's Republic of China as well as the international conventions concluded or acceded to by the People's Republic of China.

If any provision contained in these Conditions of Carriage is in direct conflict with the applicable laws and international conventions, the applicable laws and international conventions shall prevail. If any provision of these Conditions of Carriage is in direct conflict with applicable laws and international conventions and thus is deemed invalid, the other provisions of these Conditions of Carriage shall remain valid.

Article 2 Ticketing

2.1 Basic Principle

2.1.1 General provisions

2.1.1.1 On the ticket, Shandong Airlines' name will be represented by the airline's two-character code "SC" or the three-digit code "324".

2.1.1.2 Tickets are managed under the real-name system; you must present your valid identification when purchasing tickets and when boarding.

2.1.1.3 Tickets shall not be transferred.

2.1.1.4 Each flight segment indicated on the ticket shall specify the cabin class, travel date and flight number, and carriage shall be available only after the corresponding seat reservation is confirmed.

2.1.2 Validity of tickets

Unless otherwise provided for on the ticket or the applicable conditions of use of the ticket, for the validity of tickets the following rules apply:

2.1.2.1 When the ticket is partially used, it will be valid for one year starting from 00:00 (inclusive) on the day after your first trip. Regardless of whether the ticket is subsequently changed, the validity period remains unchanged.

2.1.2.2 When no portion of the ticket is used

A. The ticket is valid for one year, starting from 00:00 (inclusive) of the following day after ticket purchase.

B. If you apply for ticket change and a new ticket number is generated, the ticket is valid for one year, starting from 00:00 (inclusive) of the following day after issuance of the new ticket.

2.1.2.3 Calculation of ticket validity

Starting from 00:00 (inclusive) of the following day after the commencement of the travel, ticket purchase or ticket reissuance to 24:00 (exclusive) on the day of expiration of the validity period.

2.1.3 Sequence of ticket use

2.1.3.1 The ticket you have purchased is valid only for the transportation shown on the ticket, from the place of departure via any agreed stopping places to the final place of destination. All flight segments included in the ticket shall be used in the sequence specified at the time of purchase ; otherwise, Shandong Airlines reserves the right to refuse carriage.

2.1.3.2 The fare you have paid is calculated based on the carriage sequence stated on your Ticket. If you fail to use the ticket in the sequence, any unused flight coupons shall become invalid. You may apply for voluntary refund in accordance with Clause 3.2.3 of these Conditions.

2.1.4 Invoices

2.1.4.1 Shandong Airlines may issue electronic invoices (Itinerary/Receipt of E-Ticket for Air Transport) (applicable only to domestic tickets; hereinafter referred to as “Electronic Itinerary”), or “Itinerary/Receipt of E-Ticket for Air Transport” (applicable only to international tickets; hereinafter referred to as “Paper Itinerary”), or other types of invoices. Duplicate issuance of the above three documents of invoice are prohibited. Only one invoice will be issued per ticket, which does not cover ancillary services such as refunds, seat selection, or excess baggage. The control over invoice types shall be strictly implemented in accordance with relevant state policies and regulations of the Civil Aviation Administration of China. Please consult Shandong Airlines for specific issuance rules.

2.1.4.2 After all itineraries of your tickets have been completed, you may request an invoice from the original place of purchase. The Electronic Itinerary shall be issued no later than 180 days (inclusive) after the completion of all itineraries of the purchased ticket; the Paper Itinerary shall be issued no later than 26 days (inclusive) after the completion of all itineraries of the purchased ticket; if neither an Electronic Itinerary nor a Paper Itinerary is available, Shandong Airlines may provide you with other types of invoices.

2.1.4.3 To apply for a refund, you must provide any Paper Itinerary that you have already obtained. You shall keep such itinerary properly.

2.1.4.4 If the obtained Paper Itinerary is lost due to reasons attributable to you, it will not be reissued.

2.1.4.5 The use and administration of the "Itinerary" shall be governed by the relevant provisions of the State Taxation Administration and the Civil Aviation Administration of China, and shall apply only to tickets sold by sales units authorized by the Civil Aviation Administration of China within the territory of the People's Republic of China.

2.2 Fares, taxes, fees and charges

2.2.1 Fares

2.2.1.1 The fare is calculated based on Shandong Airlines’ effective price at the time of ticket purchase. It is applicable to the specific date, itinerary and other information shown on the ticket.

2.2.1.2 After the ticket is sold, if there is any adjustment to the fare, the amount you have already paid will not be changed. If you need to change any element of your itinerary, the fare you are required to pay may be affected.

Before you make payment, Shandong Airlines will inform you of or show you all the amounts you should pay, including fares, government taxes, and fuel surcharges (fees). After the ticket is sold, if the fare, government taxes, and fuel surcharges (fees) are adjusted, the above-mentioned amounts you have paid remain unchanged. If you need to make any changes to the specifics of your itinerary, including the flight date, flight, etc., such changes may affect the above amounts you are required to pay.

2.2.1.3 Unless otherwise provided for, fares are only applicable to air transportation from the airport of departure to the airport of destination, excluding ground transportation between airports in the same city or the ground transportation between the airport and urban area.

2.2.2 Taxes, fees and charges

2.2.2.1 You should pay the applicable taxes, fees and charges to be imposed and levied by government or other authorities, or by the operator of an airport. The taxes, fees and charges are not included in the fare.

2.2.2.2 In addition to fares and taxes, Shandong Airlines will collect the airline fuel surcharges(fees). Although the fuel surcharges(fees) are shown as part of the taxes, fees and charges, they are not government taxes. Different airlines, different itineraries, different classes, different sales dates or travel dates will charge different fuel surcharge (fee) amounts 

2.2.3 Currency

Fares, taxes, fees and charges shall be paid with the currency of the country of ticket issuance, unless Shandong Airlines or its authorized sales agents specify another currency when or before you make payment.

2.3 Reservation and ticket purchase

2.3.1 General provisions

2.3.1.1 You may make reservations and purchase tickets through Shandong Airlines' website, mobile client, flagship stores, Shandong Airlines' service hotline, Shandong Airlines' ticket offices, authorized sales agents, or other channels recognized by Shandong Airlines.

2.3.1.2 When making a reservation or purchasing a ticket, you shall provide your own valid identification document and provide accurate and valid contact information. The identification document shall be the same as the one used when checking in for the flight. You shall be responsible for the authenticity and validity of your personal information, including identification documents and contact information.

2.3.1.3 Shandong Airlines or its authorized sales agents will make a reservation for you at your request. If you so request, Shandong Airlines will provide you with a written confirmation of the reservation.

2.3.1.4 When you make a reservation, Shandong Airlines or its authorized sales agents will inform you of the time limit for ticket payment. You should finish the payment within the specified time limit for payment. If payment is not completed, your reservation will be canceled.

2.3.1.5The rules or conditions of use of certain fares contain restrictions or rules that do not allow you to make changes to your ticket or refund your ticket. Shandong Airlines or its authorized sales agents will inform you of such conditions of use when you purchase the ticket. Please choose the fare categories that suit your needs.

2.3.1.6 For passengers who engage in malicious seat holding or fraudulent ticket purchase, your reservation and ticket purchase may be restricted.

2.3.2 Collection and use of personal information

The personal information you provide to Shandong Airlines is intended to be used for seat reservation, ticket purchase, reservation or purchase of other services, and related formalities. To this end, you authorize Shandong Airlines to use and store your personal information, and agree that Shandong Airlines can send this information to our relevant departments, other relevant carriers, relevant service providers and entities permitted by laws and regulations. Shandong Airlines attaches great importance to the security of your personal information and will take all reasonable and feasible security control measures to protect your personal information. You can inquire about our privacy policy. The privacy policy is not part of these Conditions of Carriage.

2.3.3 Advance seat selection

You may pre-select a seat on board. Shandong Airlines will use reasonable efforts to accommodate your request based on seat availability. However, due to operational, safety or security needs, Shandong Airlines cannot guarantee that any seat you specify will be provided. At the same time, Shandong Airlines always reserves the right to reallocate seats on the aircraft, even after you have been seated.

Article 3 Ticket Change and Refund

3.1 Ticket change

3.1.1 General provisions

3.1.1.1 You shall have your ticket changed within the validity period of the ticket.

3.1.1.2 Please contact the ticketing carrier or its authorized sales agent for ticket change.

3.1.1.3 If you fail to board a flight for which you hold a confirmed reservation and do not notify Shandong Airlines in advance to retain your seat on a subsequent flight, Shandong Airlines has the right to cancel your reservation for any onward or return flights.

3.1.2 Voluntary change

After ticket purchase, if you need to change any specifics of your itinerary due to your own reasons, such as flight date, flight, etc., please contact Shandong Airlines or its authorized air sales agent as soon as possible. Shandong Airlines or its authorized sales agent will process the ticket change provided that seats are available on the flight and the ticket‘s conditions of use permit such change. At the time of the change, the fare, government taxes, and fuel surcharges (fees) you have paid will be calculated again according to the conditions of use of ticket. Any change fees and the difference in the above amounts shall be borne by you.

3.1.3 Involuntary change

3.1.3.1 In circumstances such as flight departure delay, cancellation, advancement, change of routing, change in cabin service levels, inability of the carrier to operate the original flight, etc., arising from causes attributable to Shandong Airlines, or where, due to the foregoing circumstances, you miss one or more connecting flight segments for which you held a confirmed reservation, rendering you unable to complete your entire itinerary, Shandong Airlines shall, taking into account your normal and reasonable travel needs, take one of the following measures in the order set forth below:

(1) Prioritize booking you on the nearest available Shandong Airlines flight with seats available;

(2) Subject to your consent and the consent of the relevant carrier, issue an endorsement free of charge;

(3) Change the itinerary set forth on the original ticket, arrange for you to be transported via Shandong Airlines and/or other carrier(s), or via other means of transport agreed by both parties, to the destination or intermediate stopping point, with the difference in fare, excess baggage fees, and other service charges being refunded if lower or not charged if higher.

3.1.3.2 In circumstances such as flight departure delay, cancellation, advancement, change of routing, change in cabin service levels, inability of the carrier to operate the original flight, etc., arising from causes not attributable to Shandong Airlines, or where, due to the foregoing circumstances, you miss one or more connecting flight segments for which you held a confirmed reservation, rendering you unable to complete your entire itinerary, Shandong Airlines shall, taking into account your normal and reasonable travel needs, take one of the following measures in the order set forth below:

(1) Prioritize booking you on the nearest available Shandong Airlines flight with seats available ;

(2) Where the ticket‘s conditions of use permit, subject to your consent and the consent of the relevant carrier, arrange for an endorsement to a flight operated by another carrier. However, any fare differences and other government taxes, fees, fuel surcharges (fees), etc. arising from the ticket change shall be borne by you;

(3) Change the itinerary set forth on the original ticket and arrange for you to be transported via Shandong Airlines to the destination or intermediate stopping point.

3.1.3.3 Where, due to causes attributable to Shandong Airlines or not attributable to Shandong Airlines, the flight you have taken arrives at its destination with a delay, resulting in a connecting time for a subsequent connecting flight that is less than the minimum connecting time, thereby necessitating a ticket change on your part, Shandong Airlines or its authorized sales agents may process an involuntary change to your subsequent connecting flight ticket. If the arrival delay is due to causes attributable to Shandong Airlines, the change shall be handled in accordance with Section 3.1.3.1; if the arrival delay is due to causes not attributable to Shandong Airlines, the change shall be handled in accordance with Section 3.1.3.2. If you submit a ticket change application in respect of a flight that was delayed only upon arrival and not upon departure, and you have not taken such flight, the application shall be handled in accordance with Section 3.1.2 of these Conditions.

3.1.3.4 Involuntary ticket change date range:

For domestic flights, you may choose a Shandong Airlines flight with available seats up to 3 days (inclusive) prior to the scheduled departure time of the original flight, or the earliest available Shandong Airlines flight on the same day and any subsequent Shandong Airlines flight with available seats within 7 days (inclusive) after the original departure date;

For international flights operated daily, you may choose a Shandong Airlines flight with available seats up to 3 days (inclusive) prior to the scheduled departure time of the original flight, or the earliest available Shandong Airlines flight on the same day and any subsequent Shandong Airlines flight with available seats within 7 days (inclusive) after the original departure date;

For international flights not operated daily, you may choose a Shandong Airlines flight with available seats up to 14 days (inclusive) before or after the scheduled departure time of the original flight.

3.1.3.5 Where you need to apply for a ticket change due to the circumstances set forth in Sections 3.1.3.1 and 3.1.3.2, Shandong Airlines or its authorized sales agents may process one involuntary change for the ticket and its connecting flight(s). If, after an involuntary change has already been processed for the ticket, you submit another change or refund application due to reasons attributable to yourself, such application shall be handled in accordance with Section 3.1.2 or Section 3.2.3 of these Conditions.

3.1.3.6 Unless otherwise provided, if you voluntarily cancel your reservation prior to Shandong Airlines' announcement of irregular flight information such as flight delays or cancellations, and subsequently apply for a ticket refund or change, Shandong Airlines or its authorized sales agents shall handle the application in accordance with the ticket’s conditions of use. If, prior to Shandong Airlines' announcement of irregular flight information such as flight delays or cancellations, you have already completed a voluntary ticket refund or change in accordance with the voluntary refund and change rules, any change fees or refund fees you have paid will not be refunded.

3.1.3.7 In the case of a multi-segment ticket purchased by you as separate, non-connecting flights, where each segment ticket is subject to a different contract of carriage, if one or several Shandong Airlines flight segments are irregular, the ticket for the irregular Shandong Airlines flight(s) shall be subject to refund or change in accordance with the involuntary provisions of these Conditions. For changes to tickets for the normal flight segments, you shall proceed in accordance with the applicable carrier‘s Conditions of Carriage and ticket conditions of use.

3.1.3.8 Shandong Airlines can also grant an involuntary refund for you in accordance with 3.2.4 of these Conditions of Carriage.

3.2 Refund

3.2.1 General Provisions

3.2.1.1 Please contact the ticketing carrier or its authorized air sales agents for refund on your ticket.

3.2.1.2 For the tickets that Shandong Airlines sells, requests for ticket refunds should be made to Shandong Airlines or its authorized sales agents and within the validity period of the ticket. In special circumstances, requests for refunds to Shandong Airlines or its authorized sales agent shall be made no later than six (6) months after the ticket’s validity period expires. Shandong Airlines will not accept requests for ticket refunds where the ticket’s validity period has exceeded the above-mentioned time limit.

3.2.1.3 When getting the refund, you should return to Shandong Airlines all the relevant documents you have obtained (like "Itinerary/Receipt of E-Ticket for Air Transport").

3.2.1.4 Once Shandong Airlines has completed the fare refund procedures in accordance with the relevant provisions of these Conditions, the refund shall be deemed properly made, and the contract of carriage between Shandong Airlines and you shall be terminated accordingly.

    3.2.2 Refund recipient

3.2.2.1 Normally, the fare will be refunded to you in accordance with the original method of payment and the original currency of payment used for such payment.

3.2.2.2 If a refund cannot be made to the original payment account of the ticket, Shandong Airlines will refund the passenger directly.

3.2.2.3 If you authorize another person to handle the refund procedures on your behalf, such person shall present valid identification documents of you and the agent, your authorization letter, and valid information of the bank account for the refund.

3.2.3 Voluntary refund

3.2.3.1 If, after purchasing a ticket, you request a refund due to reasons attributable to you, and if the conditions of use of your ticket allow a refund and such refund does not fall within the scope of Sections 3.2.4 and 3.3 of these Conditions, Shandong Airlines will process the refund for the unused portion of the ticket in accordance with the applicable conditions of use in effect at the time of your ticket purchase.

3.2.3.2 If you voluntarily terminate your travel at the agreed the stopover point of the flight, the fare for the unused segment of the flight will not be refunded.

3.2.3.3 Please contact the original ticket purchase channel to apply for a voluntary refund.

3.2.4 Involuntary refund

3.2.4.1 If your flight is delayed, cancelled, advanced, rerouted, or its class of service is changed due to causes attributable to Shandong Airlines or due to weather, air traffic control, or other reasons, and you therefore need to apply for a refund, Shandong Airlines or its authorized sales agents may process an involuntary refund for such flight or for such flight and subsequent connecting flights, and the refund fee will be waived.

If the flight you have taken arrives at its destination with a delay due to causes attributable to Shandong Airlines or due to weather, air traffic control, or other reasons, resulting in a connecting time for a subsequent connecting flight that is less than the minimum connecting time, and as a result you need to request a refund for the subsequent connecting flight, Shandong Airlines or its authorized sales agents may process an involuntary refund and the refund fee will be waived.

For flights whose departures are not delayed but whose arrivals are, requests for ticket refunds without the flight having been flown will be handled  in accordance with 3.2.3 of these Conditions. If the requirement is also specified in the laws and regulations of the countries and regions linked to the flight, Shandong Airlines will provide services to you in accordance with such applicable laws and regulations.

3.2.4.2 If the circumstances for an involuntary refund are met, the following provisions shall apply:

If the entire ticket has not been used, the full original fare paid (including taxes and fees) shall be refunded, with no refund service charge;

If the ticket has been partially used and you request a refund, the applicable fare for the used segment(s) and the taxes and fees used shall be deducted from the original fare paid, and the balance shall be refunded to you, with no refund service charge;

If your flight lands at an airport, whether indicated on the ticket as a stopover or not, and you request a refund, the taxes and fees already used will be deducted. The refund will be calculated based on the proportion of the original fare paid for the actual segment from the landing airport to the destination, but the refunded amount shall not exceed the amount originally paid for the ticket.

3.2.4.3 If a passenger holding a connecting ticket fails, due to the passenger‘s own reason, to take the preceding flight, and the subsequent connecting flight experiences a departure delay, cancellation, early departure, change of routing, or change of class of service, and the time when the relevant change information is announced is later than the scheduled departure time of the preceding flight as stated on the ticket. When processing a refund, Shandong Airlines shall grant refunds for the unused flight segments in accordance with the applicable ticket conditions, with no refund fee charged.

3.2.4.4 In the case of a multi-segment ticket purchased by you as separate, non-connecting flights, where each segment ticket is subject to a different contract of carriage, if one or several Shandong Airlines flight segments are irregular, the ticket for the irregular Shandong Airlines flight(s) may be subject to involuntary refund provisions. For refunds of tickets for the normal flight segments, you shall proceed in accordance with the Conditions of Carriage and ticket conditions of use of the actual carrier.

3.2.4.5 You may apply for an involuntary refund through Shandong Airlines or your original point of purchase.

3.2.5 Time limit for refunds

Except under special circumstances, Shandong Airlines shall complete the refund procedures within seven (7) business days from the date of receipt of your valid refund application. The above time limit does not include the processing time of financial institutions. The time calculation starts from the date Shandong Airlines receives your valid application; any period during which the application does not meet the requirements will not be counted.

3.3 Changes and Refunds due to Passenger Reasons Such as Health Issues/ Wrong booking etc.

3.3.1 If, after purchasing a ticket or during travel, you are unable to take a flight for which you have a confirmed reservation due to injury, illness, or other physical conditions, and you provide supporting documents acceptable to Shandong Airlines, Shandong Airlines may, within the validity period of the ticket, process one change for the unused segments of your ticket and the tickets of your travel companions, with no change service charge; or process a refund, with no refund service charge.

3.3.2 If you are unable to take a flight for which you have a confirmed reservation as originally planned due to duplicate ticket purchases, errors in ticket purchase information, or other circumstances attributable to you, Shandong Airlines may, under conditions acceptable to Shandong Airlines and in accordance with relevant standards, process one free change or refund for the entire ticket, with no change or refund service charge.

You may inquire with Shandong Airlines or its authorized sales agents for the relevant standards and circumstances regarding changes and refunds due to passenger reasons such as health or erroneous purchase.

Article 4 Security Inspection, Check-in, Boarding

4.1 Security inspection

You and your baggage shall undergo safety and security inspections. The inspections can be carried out in ways that include but are not limited to the use of equipment, use of manpower, oral inquiry and others prescribed by the local government or security check authorities. The methods of inspection used are determined by the government, the airports or Shandong Airlines' sole discretion, regardless of whether you are present, give consent or receive prior notice. Shandong Airlines shall not be liable for any bodily injury, loss of, or damage to property caused by such inspections, unless such injury, loss, or damage is caused by the fault of Shandong Airlines, except as otherwise provided by Chinese laws and international conventions.

4.2 Check-in

4.2.1 You shall have your ticket inspected, check your baggage, and obtain paper or electronic boarding pass with your valid travel documents which carry your real name before the check-in deadline. The valid ID you present should be the same as the one you provided at the time of ticket purchase. Shandong Airlines will make a photocopy of your travel documents when necessary.

4.2.2 For the reason of our different check-in deadlines at various airports, please confirm and comply with Shandong Airlines check-in deadlines at each airport and complete check-in procedures before the deadline. If you fail to complete check-in before the specified check-in deadline, Shandong Airlines has the right to cancel your reservation and will handle the follow-up as if you have failed to check in for your flight for reasons not attributable to Shandong Airlines.

4.2.3 Before travel, you are responsible for obtaining the travel documents, visas or certificates required by health and epidemic prevention policies as required by the place of departure and the agreed stopping point(s)and the destination. You shall understand and abide by all their applicable laws, regulations, decrees and travel regulations. Shandong Airlines and its authorized agents provide you with the information on the requirements of the place of departure and the agreed stopping point(s)and the destination for the purpose of providing you with convenience and assistance, and Shandong Airlines is not responsible for the accuracy of this information. Shandong Airlines is not responsible for the consequences arising from your failure to obtain the above documents or visas, or failure to comply with the above-mentioned laws, regulations, decrees and travel regulations.

4.2.4 If it is not due to Shandong Airlines' reasons that you have failed to check in for your flight, Shandong Airlines will provide you with voluntary ticket changes or grant you voluntary refunds in accordance with 3.1.2 and 3.2.3 of these Conditions. If it is due to Shandong Airlines' reasons that you missed your flight, Shandong Airlines will assist you with involuntary changes or involuntary refunds in accordance with 3.1.3 and 3.2.4 of these Conditions.

4.3 Boarding

4.3.1 The closing times of Shandong Airlines' boarding gates differ according to airports. Please proceed according to the closing time of the boarding gates at each airport. If you fail to check in before the closing time of the boarding gate, you will not be able to take the flight in question and Shandong Airlines will treat the situation as if you have failed to board the flight.

4.3.2 Shandong Airlines or its authorized ground handling agent will keep you informed of any changes to the boarding gate or boarding time in time when they occur.

4.3.3 If you miss your flight for reasons not attributable to Shandong Airlines, Shandong Airlines will provide you with voluntary ticket changes or grant you voluntary refunds in accordance with 3.1.2 and 3.2.3 of these Conditions. If you miss your flight due to reasons attributable to Shandong Airlines, Shandong Airlines will provide you with involuntary ticket changes or grant you involuntary refunds in accordance with 3.1.3 and 3.2.4 of these Conditions.

4.3.4 When you have taken a wrong flight and arrived at a destination not shown on the ticket, Shandong Airlines will give you the following alternatives to the extent they are available:

A.If there is a subsequent flight from the airport that you have flown to on the wrong flight to the destination shown on your ticket, Shandong Airlines will make, for free, arrangements for you to fly directly from the airport that you have flown to on the wrong flight to the destination shown on your ticket, or use means of ground transportation to transport you to your destination for free. The fare you have paid will not be refunded nor do you need to make any payment to us;

B. We will transport you back to your departure airport where we will put you on a flight to the destination shown on your ticket as soon as possible. The fare you have paid will not be refunded nor do you need to make any payment to us;

C. Shandong Airlines will grant a refund of the original flight segment of your ticket should you request termination of your travel at the airport that you have flown to on the wrong flight.

4.4 Seating arrangements on board

4.4.1 For safety, security or operational needs, Shandong Airlines reserves the right to assign or reassign seats onboard, even after you have been seated.

4.5 Conduct during the flight

4.5.1 Handling of unlawful interference and disruptive behavior

Act of unlawful interference refers to any act or attempted act that endangers the security of civil aviation, including but not limited to: unlawfully hijacking aircraft; damaging or destroying aircraft in service; taking hostages on board aircraft or at airports; forcibly intruding into aircraft, airports, or aviation facility premises; bringing weapons or dangerous devices or materials into aircraft or airports for criminal purposes; using aircraft in service to cause death, serious injury, or serious damage to property or the environment; spreading false information that endangers the safety of passengers, crew, ground personnel, or the general public on board, on the ground, or within aircraft, airports, or civil aviation facilities.

Disruptive behavior are acts conducted at a civil airport or on board an aircraft that fail to comply with regulations or fail to follow instructions of airport or cabin crew, thereby disturbing good order at the airport or on board the aircraft, including but not limited to: stealing, intentionally damaging, or moving without authorization civil aviation equipment or other civil aviation facilities at an airport; opening an emergency exit of a civil aircraft without authorization, or entering the cockpit of a civil aircraft in violation of regulations; damaging information and communication technology systems or facilities used for civil aviation; forcibly occupying seats or baggage racks on a civil aircraft, blocking or forcibly occupying check-in counters or boarding gates; obstructing or inciting others to obstruct crew members from performing their duties; insulting or assaulting crew members or ground staff; illegally entering, staying on, or intercepting a civil aircraft, or fighting, brawling, or provoking trouble on a civil aircraft; using fire sources or smoking (including e-cigarettes) on a civil aircraft, or using electronic devices in violation of regulations that may affect civil aviation safety; disrupting the normal operation of civil aviation by spreading rumors about civil aviation safety, threatening to commit dangerous acts such as arson or explosion, or placing false dangerous substances such as explosives, toxic, radioactive, corrosive materials, or infectious disease pathogens; carrying or consigning prohibited or restricted articles for transport on a civil aircraft in violation of regulations, or mixing dangerous articles with ordinary cargo or mail; throwing foreign objects onto the apron, engines, or aircraft fuselage; failing to follow instructions and approaching restricted areas or lingering there; other acts prohibited by laws or administrative regulations that endanger civil aviation safety or disturb good order at the airport or on board the aircraft.

If, in the judgment of Shandong Airlines, your unlawful interference or disruptive conduct inside the cabin or during boarding or deplaning endangers the safety of the aircraft or any person or property on board, or interferes with the performance of duties by crew members, or fails to comply with crew instructions, or violates national laws and regulations, causing or likely to cause discomfort, inconvenience, damage, or harm to crew members or other passengers, Shandong Airlines may take such measures as it deems reasonable, including restraint, to prevent the continuation of such conduct. You may be required to deplane at any point and be refused further carriage, or be handed over to relevant government authorities for handling in accordance with applicable laws or international conventions.

4.5.2 Use of and restrictions on portable electronic devices

Electronic devices prohibited from use on aircraft include, but are not limited to: portable electronic devices with transmitting power of 100mW or above or with Wi-Fi operating frequencies other than 2.4GHz, such as mobile phones without transmission power markings, satellite phones, mobile Wi-Fi devices, walkie-talkies, drone remote controllers or platforms, remote control toys, and other portable electronic devices equipped with remote control functionality.

Portable electronic devices that are prohibited from use during critical phases of flight, including taxi, take-off, climb, descent, and landing, but are permitted to be used during non-critical phases of flight, include, but are not limited to: Continuous Positive Airway Pressure (CPAP) devices, laptops, and tablets.

Small, hand-held portable electronic devices that can be used onboard throughout the flight with cellular communication function turned off and flight mode selected, including but not limited to: smartphones, e-books, video players, game consoles, etc. During critical phases of flight, peripheral devices such as earphones and charging ports may not be connected, and voice communication is not permitted.

Electronic devices whose use is allowed onboard for the duration of the flight include but are not limited to: cardiac pacemakers, hearing aids, and life-sustaining electronic equipment (devices) that do not affect aircraft navigation and communication systems, such as portable oxygen concentrators of certified brands (POC).

When the crew detects electronic interference and suspects that the interference comes from the portable electronic device you are using and when the crew are to go through low-visibility operating procedures and initiate an emergency evacuation, in order to prevent interference with aircraft communications and precision navigation equipment, Shandong Airlines has the right to demand you to shut down your portable electronic device.

4.5.3 Smoking ban on flights

Smoking is prohibited on all Shandong Airlines flights, and all areas on board the aircraft are non-smoking zones. Smoking of e-cigarettes and synthetic vapor-generating devices is also prohibited.

4.5.4 Seat belt

When you are seated on the aircraft, you should fasten your seat belt for the duration of the flight.

4.6 Entry/Transit

4.6.1 Before you travel, you should understand in detail and abide by the relevant regulations of the country or region of exit, entry and transit. Shandong Airlines shall not be responsible for any losses or adverse consequences suffered by you in violation of the above regulations during your travel.

4.6.2 If you are refused entry/transit, You should bear the transportation costs of your departure from the country or region. Shandong Airlines will not grant a refund on the fare for which Shandong Airlines has transported you to the point of refusal of entry/transit.

4.6.3 If Shandong Airlines is required to pay any fines and penalties and bear any expenses because you fail to comply with the laws, regulations, decrees or travel regulations of the relevant country or region, or your fail to present the required documents, or you are denied exit, entry or transit for any reason, you shall reimburse Shandong Airlines for any amounts so paid or any costs so borne.

Article 5 Refusal and Restriction of Transportation

5.1 Refusal of Transportation

In the exercise of Shandong Airlines' discretion, Shandong Airlines can refuse to transport you to ensure the safety and order of air transportation if the following situations or similar situations occur or are likely to occur:

5.1.1 The carriage of you or your baggage violates any applicable laws, regulations, or orders of the country or region to be flown from, through, to or over;

5.1.2 The carriage of you may endanger or affect the safety, health, convenience or comfort of yourself, other passengers, or crew members, such as:

A. Patients with known or suspected quarantine infectious diseases;

B. Those with special stench or special quirks, which may cause discomfort to other passengers ;

5.1.3 Your mental condition, behavior, or physical condition, including the influence of alcohol or drugs on you, renders you capable of causing danger or harm to yourself, passengers, crew members, or property;

5.1.4 You fail or are unable to comply with Shandong Airlines' orders or regulations concerning safety, security, and public health, such as:

A. Those who are unable to take care of themselves due to injury, illness, infirmity or mental condition, who are not accompanied by a special person during the travel or whom the travel companion is unable to independently take care of or exercise any control over;

B. Those who carry devices for storing, generating or distributing oxygen;

5.1.5 You have refused to submit to a security check, or your baggage has not undergone a security check;

5.1.6 You have committed misconduct during the transport by air ever before, and Shandong Airlines has reason to believe that such misconduct could occur again;

5.1.7 You have not paid the applicable fare, taxes, fees or charges;

5.1.8 You fail to present a valid identification document; or the valid identification document you present is not the same document used at the time of ticket purchase; or you fail to present valid travel documents; or you refuse to surrender your travel documents to the crew for signature and safekeeping as required by the crew;

5.1.9 You present a ticket that has been acquired unlawfully, or has been purchased from an entity other than Shandong Airlines or its authorized sales service agents, or your ticket is a forged one;

5.1.10 You fail to observe the rules for non-smoking on board our aircraft or the use of electronic devices on board our aircraft;

5.1.11 You fail or refuse to obey the instructions of our crew members;

5.1.12 You fail to comply with the relevant requirements on baggage transportation set forth in these Conditions of Carriage.

5.2 Restricted Transportation

5.2.1 Infants, minors, disabled persons and persons with reduced mobility, pregnant and lying-in women, injured, sick and post-operative passengers or other types of persons who need special assistance can be carried, provided Shandong Airlines is informed in advance, Shandong Airlines' Conditions of Carriage are met, and we give Shandong Airlines' consent and make arrangements in advance.

5.2.2 Carriage of infants

Infant passengers must be accompanied by adults who have reached the age of 18 and have full capacity for civil conduct.

An infant accepted by Shandong Airlines refers to a baby who is at least 14 days old (counted from the day after birth) but under 2 years of age as of the date of travel.

Shandong Airlines will not provide air transportation services for premature infants (newborns born at a gestational age of less than 37 weeks) who are less than 90 days old.

Each adult passenger can carry up to two infants. One of the infants can be held by an adult passenger or sit on the adult passenger's lap, with the infant seat belt fastened. The other infant should occupy a separate seat. An infant occupying a separate seat must be placed in an aviation authority-approved child (infant) restraint device prepared by you that is usable on board, seated next to the adult passenger, ensuring that:

A. The child (infant) restraint device can be properly secured on the seat;

B. Infants can be properly fastened within the restraint device and their body weight shall not exceed the weight limit specified by the device;

C. During takeoff, landing, and ground movement, child restraint devices such as booster-type, vest-type, harness-type, or knee-held shall not be used.

5.2.3 Carriage of minors

A child passenger aged 2 to under 12 years shall be accompanied by an adult companion who has attained the age of 18 and has full civil capacity. The child shall purchase a ticket for the same class of service as the accompanying person.

A child aged 5 to under 12 years traveling without an adult companion who has attained the age of 18 and has full civil capacity shall apply to Shandong Airlines in advance for an Unaccompanied Minor service, and upon Shandong Airlines' consent, purchase a ticket in accordance with Shandong Airlines' regulations. There is a limit on the number of Unaccompanied Minors aged 5 to under 8 years that can be carried on each flight, and Shandong Airlines reserves the right to refuse carriage for this reason.

A juvenile passenger aged 12 to under 18 years traveling alone may voluntarily apply for Unaccompanied Minor service. You may inquire with Shandong Airlines, its authorized sales agents, or its authorized ground service agents regarding the carriage rules and applicable service fees for Unaccompanied Minors.

5.2.4 Carriage of persons with disabilities

Shandong Airlines will, in compliance with the laws and regulations of the competent civil aviation authority of China concerning the air transportation of persons with disabilities, provide carriage to persons with disabilities who meet the conditions for air travel. There is a limit on the number of persons with disabilities who are unaccompanied and require assistance from others during emergency evacuation that can be carried on each flight, and Shandong Airlines reserves the right to refuse carriage for this reason. For details, please refer to the Notice on the Carriage of Ill, Injured or Disabled Passengers.

5.2.5 Carriage for pregnant women

5.2.5.1 Changes in the cabin environment and uncertain air turbulence may have adverse effects on pregnant women. Shandong Airlines strongly recommends that pregnant women consult a doctor before travel to confirm if they are fit for air travel.

5.2.5.2 For your safety, if you are less than 36 weeks pregnant, you need to present a pregnancy test report, or a true and valid medical certificate, signed or stamped with the name of your doctor, indicating the number of weeks of your pregnancy. You may only be accepted for carriage after verification by Shandong Airlines.

5.2.5.3 Shandong Airlines will not provide air transportation services for pregnant women who have reached 36 weeks of pregnancy, pregnant women whose expected date of delivery is within 4 weeks (inclusive), pregnant women whose expected date of delivery is imminent but cannot be determined precisely and who are known to have a multiple pregnancy or are expected to have delivery complications, women who are less than 7 days postpartum, or those showing signs of threatened miscarriage.

5.2.5.4 You need to check-in at a physical check-in counter.

5.2.5.5 Even if you have met the requirements specified in 5.2.5.2, if you have obvious symptoms of discomfort, or if Shandong Airlines reasonably decides that the continuation of your travel will bring danger to your personal safety, Shandong Airlines still has the right refuse to carry you.

5.2.6 Carriage of injured or ill passengers

5.2.6.1 For injured or ill passengers, for the safety and health of yourself, other passengers, or crew members, you shall consult a physician before planning your travel. The following injured or ill passengers are required to provide a genuine and valid diagnostic certificate regarding the injury or illness, signed or stamped with the physician‘s name seal, issued within 10 days prior to flight departure:

A. Stretcher passengers;

B. Passengers who require medical attention or the use of medical equipment to maintain a condition fit for air travel during flight;

C. Passengers known or suspected to have a serious infectious disease other than a quarantinable infectious disease that may endanger the safety or health of other passengers or crew members;

D. Post-surgery passengers (you shall inquire with Shandong Airlines for specific rules);

Even if you provide such certificates, Shandong Airlines still reserves the right, when processing your check-in, to decide whether to carry you based on a comprehensive assessment of your physical condition and actual flight operations.

5.2.6.2 If for any reason you are unable to sit in a standard aircraft seat (e.g., knee/hip joint ankylosis preventing bending movement), or if the seat back cannot be maintained in an upright position during takeoff and landing and no satisfactory alternative can be found, you are required to apply for stretcher transport service, and may be carried only after obtaining Shandong Airlines' consent and making appropriate arrangements.

5.2.6.3 Shandong Airlines will not provide air transportation services for the following injured or ill passengers, except for the purpose of saving a life with Shandong Airlines' consent and special arrangements:

A. Patients with severe or critical heart conditions, such as severe heart failure, cyanosis, or myocardial infarction (if the infarction occurred within six weeks prior to travel);

B. Patients with otitis media accompanied by Eustachian tube obstruction;

C. Patients with recent spontaneous pneumothorax or recent pneumothorax plastic surgery;

D. Patients with large mediastinal tumors, giant hernia, or intestinal obstruction;

E. Patients with head injury causing increased intracranial pressure or skull fracture;

F. Patients with mandibular fracture recently treated with metal wiring;

G. Patients who have had poliomyelitis within the past 30 days, or patients with bulbar poliomyelitis;

H. Patients with severe hemoptysis, hematemesis, or vomiting;

I. Patients who have recently suffered severe trauma or undergone major surgery, with wounds not yet fully healed.

5.2.6.4 For other circumstances, please refer to the Notice on the Carriage of Ill, Injured or Disabled Passengers.

5.3 Handling of the tickets after carriage refusal

Any passenger who is denied carriage or whose seat is cancelled pursuant to the provisions of Article 5 of these Conditions may apply for a refund in accordance with Section 3.2.3.

Article 6 Baggage Transportation

6.1 Baggage Transport Restrictions

6.1.1 Items unacceptable as baggage

The following items cannot be carried as checked baggage, nor can they be taken into the cabin as unchecked baggage:

6.1.1.1 Items which may endanger the safety of the aircraft, persons or property on board, including but not limited to: explosive substances, devices and their imitations (including ammunition, blasting equipment, pyrotechnic products, etc.); gases (including flammable and non-flammable non-toxic gases, toxic gases, compressed gases, etc.); flammable substances (including flammable liquids, flammable solids, such as lighters and matches), substances liable to spontaneous combustion and substances which emit flammable gases in contact with water; oxidizing substances and organic peroxides; toxic substances and infectious substances; radioactive or magnetized materials; corrosive substances; threatening or irritating materials and all other types of dangerous goods.

6.1.1.2 Firearms and their major components (including military, civilian, and official firearms; pistols, rifles, submachine guns, machine guns, anti-riot guns, air guns, shotguns, anesthetic injection guns, sample guns, prop guns, steel ball guns, tear gas guns, electric shock guns, etc.); military or police gear and their major components (batons, military or police knives, bayonets, etc.); implements prohibited by the state (electric shock devices, defensive devices); state-controlled instruments, such as controlled knives, military gear, police gear, and other instruments controlled under state regulations (including batons, military or police knives, bayonets, electric shock devices, defensive devices, crossbows, daggers, tri-blade knives, tri-blade scrapers for machining, knives with self-locking devices, and single-edged, double-edged, or tri-blade pointed knives resembling daggers but longer than daggers, etc.); other similar items and replicas of the foregoing items.

Firearms and ammunition used for shooting competitive sports may be transported as checked baggage if they comply with the provisions of Section 6.2.5.3.

6.1.1.3 Items prohibited from transportation by laws, regulations, and decrees of the People's Republic of China or items prohibited from transportation by laws, regulations, or decrees of the countries of exit, entry or transit;

6.1.1.4 Items that, in the opinion of Shandong Airlines, cannot be transported due to the following reasons: items that are not suitable for transportation due to the dangerous and unsafe nature of the items, or due to their weight, volume, packaging, shape, or nature; live animals (except for small animals as specified in Section 6.2.5.1 and service dogs as specified in Section 6.3.2); fresh and live items emitting unmistakable pungent odors (like durian), anesthetizing and offensive substances or items of similar nature.

6.1.1.5 Any items that a stranger requests you to bring for him/her.

If you want to know more about the items that cannot be transported as baggage, you can check with Shandong Airlines, its authorized sales agents or authorized ground service agents.

6.1.2 Items you are NOT recommended to include in checked baggage for carriage

Shandong Airlines strongly recommends that you not include the following items in or as checked baggage. You can take them into the cabin and take care of them yourself, provided that the requirements for unchecked baggage are met:

Important documents, commercial documents and materials, valuable securities or tickets, currency, negotiable instruments, jewelry, precious metals and related products, antiques, calligraphy and paintings, fragile or breakable items, perishable items, samples, out-of-print printed matter or manuscripts, travel documents or certificates, electronic devices (excluding spare batteries), regularly taken medicines, ashes, and musical instruments.

Shandong Airlines' liabilities of compensation for the above-mentioned items are limited by these Conditions of Carriage as well as Chinese laws and international conventions.

6.1.3 Restricted carriage items

Baggage that is special due to its shape, length, weight, or nature, as well as items whose carriage is restricted by applicable laws, regulations, or orders, may be accepted for carriage only if they meet Shandong Airlines' carriage conditions and with the consent of Shandong Airlines.

If you wish to obtain further information on restricted carriage items, you may refer to Sections 6.2.5 and 6.3 of these Conditions, or inquire with Shandong Airlines, its authorized sales agents, or its authorized ground service agents.

6.2 Checked Baggage

6.2.1 Packaging of checked baggage

6.2.1.1 Your checked baggage should be properly packed, securely locked, firmly tied, able to withstand a certain amount of pressure, and can be safely loaded, unloaded, and transported under normal operating conditions. At the same time, it shall meet Shandong Airlines' requirements for baggage packaging:

A. Baggage should be locked (except for special requirements);

B. No other items should be attached to the outside of the baggage;

C. Two or more pieces of baggage cannot be bundled as one piece of baggage;

D. Bamboo baskets, string bags, straw ropes, plastic bags, foam boxes, etc., may not be used as outer packaging for baggage.

Shandong Airlines may refuse to accept baggage that does not meet the packaging requirements. If such baggage has already been accepted, Shandong Airlines shall not bear liability for compensation for damage or breakage, except as otherwise provided by Chinese laws and international conventions.

6.2.1.2 You should attach your name or other personal identification to the interior and exterior of your checked baggage.

6.2.1.3 After Shandong Airlines receives your checked baggage, Shandong Airlines will issue a baggage identification tag for each piece of your checked baggage.

6.2.2 Restrictions on the weight, size and number of checked baggage

Each piece of ordinary checked baggage shall weigh not less than 2 kg (4 lbs). On domestic routes, it shall not exceed 45 kg (99 lbs); on international routes, it shall not exceed 32 kg (70 lbs).

On weight‑system routes, each piece of checked baggage shall have length, width, and height not exceeding 100 cm (40 inches), 60 cm (24 inches), and 40 cm (16 inches), respectively. On piece‑system routes, the sum of the three dimensions of each piece of checked baggage shall not exceed 203 cm (80 inches), including wheels and handles.

On weight‑system routes, each piece of checked baggage shall have length, width, and height not less than 30 cm (12 inches), 10 cm (4 inches), and 20 cm (8 inches), respectively. On piece‑system routes, the sum of the three dimensions of each piece of checked baggage shall not be less than 60 cm (24 inches).

Items exceeding the above limitations shall not be carried as baggage.

Due to the limited capacity of the flight, Shandong Airlines has the right to impose limitations on the maximum number of pieces of your checked baggage that are beyond the free baggage allowance.

6.2.3 Free allowance for checked baggage

Shandong Airlines will determine your free baggage allowance based on the class of service of your ticket, route distance, and your membership tier. You may check the baggage service standards on Shandong Airlines' official website, or inquire with Shandong Airlines, its authorized sales agents, or its authorized ground service agents regarding your free baggage allowance.

If you are involuntarily rebooked to a different class of service, Shandong Airlines will still calculate your free baggage allowance based on the original class of service.

6.2.4 Charges for excess checked baggage

6.2.4.1 When your ordinary checked baggage exceeds the free baggage allowance standard, you need to pay the excess baggage fee for the excess baggage.

6.2.4.2 Shandong Airlines will determine your excess baggage charges based on the route of your ticket and the weight, dimensions, and number of pieces of excess baggage you check. You may check the baggage service standards on Shandong Airlines' official website, or inquire with Shandong Airlines, its authorized sales agents, or its authorized ground service agents regarding the specific charge rates.

6.2.4.3 When Shandong Airlines collects excess baggage charges from you, it will issue a receipt for the charges.

6.2.4.4 If, with Shandong Airlines' consent, you retrieve your checked baggage at an intermediate stop, any excess baggage charges paid for the unused portion of the flight will not be refunded.

6.2.5 Special checked baggage

Special checked baggage refers to checked baggage that is special due to its shape, length, weight, or nature. Unless otherwise specified, the weight limitations for each piece of special checked baggage are the same as those for ordinary checked baggage.

Shandong Airlines will charge applicable fees based on the route of your ticket and the category and weight of the special baggage you check. You may inquire with Shandong Airlines, its authorized sales agents, or its authorized ground service agents regarding the specific charge rates.

6.2.5.1 Small animals

The small animals to be carried by Shandong Airlines are limited to domestic pet dogs and pet cats. However, cats, dogs and their hybrids that are prone to harm people and suffer from breathing problems, various dog and cat breeds that have short noses, dogs and cats that are pregnant, that were born no more than 8 weeks ago and that are in periods of breastfeeding, dogs and cats whose delivery was less than 7 days ago, or sick dogs and cats are not accepted for carriage.

If you wish to check small animals for carriage, you shall apply to Shandong Airlines in advance, provide an animal quarantine certificate, and, if international air transportation is involved, also provide all relevant documents or certificates required for exit, entry, or transit. Carriage may only proceed with Shandong Airlines' consent. You shall ensure that the small animals are properly placed in containers that meet Shandong Airlines' requirements; otherwise, Shandong Airlines will not carry them. Shandong Airlines reserves the right to limit the number of small animals transported on each aircraft, and such small animals may only be carried in the cargo hold.

During the process of transportation, if your small animals fail to arrive on time because your animals are denied entry or transit by relevant countries, or the small animals are injured, get sick, escape or are dead under normal transportation conditions, Shandong Airlines will have no liabilities, except as otherwise provided for in Chinese laws or international conventions.

You shall bear full responsibility for all damages or injuries that the animal may cause to other passengers or us, and Shandong Airlines reserves the right to make claims against you later.

6.2.5.2 Sports gear

Shandong Airlines carries only various types of equipment, gear, and supplies used in competitive sports and physical exercise. If you wish to check sports equipment that exceeds the weight or dimension limitations for ordinary checked baggage (except for golf bags), you shall apply to Shandong Airlines in advance, and carriage may proceed only with Shandong Airlines' consent. Shandong Airlines may refuse to accept such equipment when aircraft conditions are unsuitable for transport.

You shall properly package the sports equipment you check, using original factory packaging, professional packaging, or packaging approved by Shandong Airlines whenever possible, capable of withstanding a certain amount of pressure and being safely loaded, unloaded, and transported under normal operating conditions. Any inflatable sports equipment shall be deflated before transport.

6.2.5.3 Shooting guns and bullets for competitive sports

Shandong Airlines carries only firearms and ammunition used for competitive shooting sports, and such firearms and ammunition shall not be transferred or stopover. You shall obtain a permit for transporting firearms and ammunition in advance and apply to Shandong Airlines; carriage may proceed only with Shandong Airlines' consent, and the weight of such items is not included in the free baggage allowance. Shandong Airlines does not accept firearms or ammunition as checked baggage on its international flights.

Firearms must be unloaded, have their safeties engaged, and be separately and properly packed in accordance with Shandong Airlines' regulations. Each firearm packing case shall contain no more than 2 rifles or no more than 5 pistols. Each passenger is limited to 5 kg (11 lbs) of ammunition (gross weight), and a single piece of baggage containing ammunition shall not exceed 5 kg (11 lbs).

6.2.5.4 Small electrical appliances, instruments and media equipment

Small electrical appliances, instruments, and media equipment carried by Shandong Airlines are those intended for work or daily use and meet the standard size requirements for checked baggage.

If you check in small electrical appliances, instruments and media devices, they should be properly packed, preferably in the original or other professional packaging, able to withstand a certain amount of pressure, and able to be safely loaded, unloaded, and transported under normal operating conditions.

You may bring such items into the cabin as unchecked baggage, provided they meet the requirements for unchecked baggage.

6.2.5.5 Fishing gear

Fishing gear includes a tool box, a fishing basket or canvas bag, a pair of fishing rods and their packaging bags or box.

Fishing gear can only be transported as checked baggage, and you shall pack the checked fishing gear properly.

6.2.5.6 Musical instruments

Musical instruments can be transported as checked baggage. You shall apply to Shandong Airlines in advance, and carriage may proceed only with Shandong Airlines' consent. Piano, harp, timpani and other musical instruments that exceed the size or weight limit of ordinary checked baggage cannot be transported as baggage.

If you check a musical instrument, you shall properly package it, using original factory or professional packaging whenever possible. The packaging shall be complete, with locks securely fastened and ties firmly bound, capable of withstanding a certain amount of pressure and enabling baggage handlers to load and transport it safely.

You may bring such items into the cabin as unchecked baggage, provided they meet the requirements for unchecked baggage.

6.2.5.7 Aquatic products

Aquatic products carried by Shandong Airlines refer to animal and plant products and their processed products derived from marine and freshwater fisheries. When aquatic products are carried as checked baggage, the dimension and weight limitations are the same as those for ordinary checked baggage, with each piece not exceeding 32 kg, and they are limited to domestic air transportation.

The packaging for aquatic products must be sturdy and airtight, ensuring no odor or liquid leakage. Foam boxes must be placed inside cardboard cartons. The foam box must have four sides, a bottom, and a top, with a wall thickness of no less than 2 cm, and the box itself must be free of any damage or cracks. The bottom of the foam box should be laid with absorbent materials such as absorbent paper, absorbent sponge or sawdust. The foam box shall be wrapped with two layers of polyethylene plastic bags, each tied and sealed separately. The specifications of the carton and foam box must match, and two foam boxes must not be packed in one carton. Old foam boxes and old cartons that are damp, folded, deformed or recycled shall not be used as transportation packaging for aquatic products.

You should bear full responsibility for any personal injury or property damage that might arise from the aquatic products during the transportation.

6.2.5.8 Alcoholic drinks

When carried as checked baggage, alcoholic beverages (liquid) shall have fully clear labeling and be in retail packaging. The outer packaging should be strong and sealed to ensure that there is no odor or liquid leakage.

There are no restrictions on the quantity transported when the alcohol content by volume is less than or equal to 24%; when the alcohol content by volume is greater than 24% and less than or equal to 70%, each container may not exceed 5 liters, and the total quantity checked by each passenger may not exceed 5 liters. Shandong Airlines will not accept bulk alcohol with an alcohol content by volume greater than 70% for carriage.

If there are more stringent legal and regulatory requirements for the origin, transit, and destination of flights, Shandong Airlines will comply with the applicable local laws and regulations.

6.2.5.9 Dry ice

With the consent of Shandong Airlines, you may carry not more than 2.5 kg (5 lbs) of dry ice as checked or unchecked baggage when needed to keep your perishable items fresh. Dry ice packaging shall have ventilation holes. When carried as checked baggage, the baggage shall be marked “solid carbon dioxide” or “dry ice”.

6.2.5.10 Small medical or clinical mercury-containing thermometers

They can only be transported as checked baggage. You can only check up to one such thermometer, and place it in a safety box.

6.2.5.11 Sharp objects, blunt objects, tools and other similar items other than controlled knives

Sharp objects other than controlled knives, blunt objects, household knives, professional knives, clubs, such as kitchen knives, fruit knives, dinner knives, craft knives, surgical knives, scissors, as well as steel files, axes, short clubs, hammers, etc.

Tools and other similar items mainly include: drills (including bits), chisels, awls, saws, bolt guns, nail guns, screwdrivers, crowbars, hammers, pliers, welding torches, wrenches, axes, hatchets (crash axes), vernier calipers, ice axes, ice picks, darts, slingshots, bows, arrows, buzzer self-defense devices, etc.

Such items may only be carried as checked baggage. If you check such items, their size restrictions are the same as for ordinary checked baggage. When checked separately, they must be packed securely to ensure safety and to prevent the contents from being easily identified.

6.2.5.12 Electric wheelchairs or mobility aids

Shandong Airlines only accepts applications for checking electric wheelchairs or mobility aids brought by passengers with reduced mobility due to disability or health reasons. Electric wheelchairs or mobility aids are not subject to the weight and dimension limitations for ordinary checked baggage, but carriage may proceed only with Shandong Airlines' consent. Electric wheelchairs or mobility aids you bring for use during travel shall be checked at the check-in counter.

The electric wheelchair or mobility aid you check must comply with Shandong Airlines' dangerous goods carriage regulations and meet the applicable legal requirements for the number of electric wheelchairs or mobility aids eligible for free checking.

This electric wheelchair check-in service applies to electric wheelchairs with sealed batteries, electric wheelchairs with non-sealed batteries, as well as electric wheelchairs or mobility aids powered by lithium batteries. The requirements for lithium batteries are as follows:

A. The battery must be securely attached to the wheelchair or mobility aid with the electrical circuit disconnected in accordance with the manufacturer’s instructions, or removed from the device as specified by the manufacturer.

B. The rated energy of a single battery removed from an electric wheelchair or mobility aid shall not exceed 300 Wh. Each passenger may carry at most one spare lithium-ion battery with a rated energy not exceeding 300 Wh, or two spare lithium-ion batteries each with a rated energy not exceeding 160 Wh.

C. The terminals of removed batteries and spare batteries must be insulated to prevent short circuits, and such batteries must be carried by you in your carry-on baggage.

6.2.6 Declared value services for baggage

Shandong Airlines can provide declared value service for checked baggage. You may voluntarily apply for a declared value for your checked baggage, provided that the checked baggage with declared value complies with the relevant provisions of Shandong Airlines' checked baggage and declared value service.

6.2.7 Collection and delivery of checked baggage

6.2.7.1 You shall promptly check and collect your checked baggage at the destination or intermediate stopping point using your baggage identification tag(s), and provide your ticket for inspection by Shandong Airlines or its authorized ground service agents if necessary. Only the holder of the baggage identification tag has the right to collect the checked baggage. You shall keep your baggage identification tag(s) safe. Shandong Airlines will not verify whether the person collecting the baggage is actually you, and Shandong Airlines shall not be liable for any loss or expense arising therefrom.

6.2.7.2 If you cannot present your baggage identification tags but request claiming your checked baggage, you can only claim it after providing certificates approved by Shandong Airlines.

6.2.7.3 If your checked baggage is not collected within 90 days from the date of arrival, Shandong Airlines may dispose of the baggage without further notice to you and without assuming any liability. For perishable items in your baggage, Shandong Airlines has the right to dispose of them 72 hours after the baggage arrives, without assuming any liability.

6.2.7.4 Your checked baggage will be carried on the same flight as you whenever possible, unless for operational, safety, or security reasons it is carried on a subsequent flight or carriage is terminated. If your checked baggage is carried on a subsequent flight due to reasons attributable to you, you shall collect it at the airport at your own expense; otherwise, Shandong Airlines will deliver it to you free of charge, unless otherwise provided by applicable laws, regulations, or orders.

6.2.7.5 If your checked baggage is missing or your checked baggage is lost after you arrive at your destination, please report it to Shandong Airlines immediately.

6.2.8 "Fully authorized" baggage through service for checked baggage

6.2.8.1 When you travel on a domestic-to-international or international-to-domestic connecting flight operated entirely by Shandong Airlines, if the customs at the transit point supports the “Fully Authorized” baggage claim exemption service, Shandong Airlines may proactively arrange the “Fully Authorized” service for you at the originating station. When the “Full Authorized” service is arranged, Shandong Airlines will check your baggage through to your final destination, and you will not need to retrieve your checked baggage at the transit point. You authorize Shandong Airlines to handle customs formalities for such checked baggage on your behalf, and, when necessary, to arrange for inspection of your checked baggage at customs request. Please do not place any items required to be declared to Chinese Customs in such checked baggage.

6.2.8.2 Any liability relating to customs declaration and inspection shall be borne by you. Shandong Airlines shall not be liable for any baggage delay or damage arising from customs inspection.

6.3 Unchecked Baggage

6.3.1 Restrictions on the weight, size and number of pieces of unchecked baggage

The weight of a single piece of unchecked baggage carried by each passenger in first class and business class shall not exceed 8 kg or 17 lbs; the weight of a single piece of unchecked baggage carried by each passenger in Premium Economy Class and economy class shall not exceed 5 kg or 11 lbs;

Each piece of unchecked baggage must not exceed 55 cm (22 inches) in length, 40 cm (16 inches) in width, and 20 cm (8 inches) in height, including wheels and handles. It must also fit into the overhead closed compartment;

Each passenger in first class and business class can carry 2 pieces of unchecked baggage; each passenger in Premium Economy Class and economy class can carry 1 piece of unchecked baggage.

In addition, you can also carry 1 personal item that can be stowed under the seat in front of you, such as handbag, briefcase, laptop bag, camera bag or other items of similar sizes or smaller items.

Passengers traveling with infants may also bring infant food and diapers for use on the flight, as well as a portable, foldable baby stroller that can be taken into the cabin, provided its length, width, and height, when folded, do not exceed 55 cm (22 inches), 40 cm (16 inches), and 20 cm (8 inches), respectively. Any stroller exceeding these dimensions must be transported as checked baggage.

Auxiliary items such as crutches, prostheses, electronic cochleae, hearing aids, sticks for the blind, glasses for the blind, visual aids, folding manual wheelchairs and the likes to be used from time to time on the flights by disabled, injured and sick passengers with reduced mobility can be brought into the cabin, unless they pose safety hazards. If there is no storage facility or space in the cabin, it can be checked in for free.

6.3.2 Service dogs

Service dogs refer to specially trained dogs that assist persons with disabilities in their daily life and work, including guide dogs, hearing dogs, etc.

You must apply to Shandong Airlines in advance and provide identification documents for the service dog, animal quarantine certificates, and all relevant documents or certificates required for exit, entry, or transit. Shandong Airlines reserves the right to limit the number of service dogs brought into the passenger cabin on each aircraft. You shall be responsible for the service dog‘s elimination in the cabin and ensure that onboard hygiene is not affected. Service dogs brought into the passenger cabin shall be leashed and wear work vests before boarding, and shall not occupy a seat or run freely. With the consent of the relevant passengers, you may not be required to muzzle the service dog. Service dogs shall be brought into the passenger cabin by the qualified disabled passenger themselves.

6.3.3 Portable oxygen concentrators (POC)

Portable Oxygen Concentrators (POCs) carried by Shandong Airlines refer to devices that separate oxygen from the air using molecular sieve technology to deliver oxygen at a concentration ≥90±3% to the user. Such devices do not contain pressure-storing components, their delivery mechanisms are not under pressure, nor do they generate oxygen themselves. They are not considered equipment for storing, generating, or distributing oxygen as referred to in Section 5.1.4.B of these Conditions. If you need to use a POC continuously throughout the flight, you shall apply to Shandong Airlines in advance and provide a diagnostic certificate acceptable to Shandong Airlines. Your POC must meet Shandong Airlines' certification requirements, and the batteries you carry must meet a duration requirement of the flight’s total journey plus an additional 3 hours. Spare lithium batteries with a lithium metal content not exceeding 2 g or a rated energy not exceeding 100 Wh are not subject to the limitation in Section 6.3.8 of these Conditions. You are solely responsible for the condition and functionality of the POC.

6.3.4 Continuous positive pressure ventilator

The continuous positive airway pressure (CPAP) carried by Shandong Airlines refers to devices used to prevent you from snoring during sleep. Such devices can only be used during cruising phase of the flight.

6.3.5 Seat occupying baggage

If you need an extra seat for your baggage, you should make an application to Shandong Airlines for the service in advance and pay the relevant fees.

Unless otherwise provided for in clause 6.3.6 of these conditions, the weight of the seat occupying baggage shall not exceed 75 kg or 165 lbs in weight, and the linear dimensions of such baggage, shall not exceed 100 cm or 40 inches, 60 cm or 24 inches, 40 cm or 16 inches in length, width and height respectively.

The class of service of the ticket you purchase for seat baggage shall be the same as the class of service of your own ticket. The seat occupied by the baggage shall be adjacent to your seat, not separated by an aisle, and shall be located together with your seat in the last row of the cabin. Seat baggage shall not obstruct the emergency evacuation of you or other passengers, affect the view of the outside through the cabin windows, or obscure any passenger information or exit signs.

6.3.6 Seat occupying musical instruments

When a musical instrument is carried as seat baggage, you must apply to Shandong Airlines in advance and pay the applicable fees.

For special musical instruments such as cellos that may be carried as seat baggage, the weight shall not exceed 75 kg (165 lbs), and the length, width, and height shall not exceed 150 cm (59 inches), 60 cm (24 inches), and 40 cm (16 inches), respectively.

The class of service of the ticket you purchase for the musical instrument occupying a seat shall be the same as the class of service of your own ticket. The seat occupied by the musical instrument shall be adjacent to your seat, not separated from you by an aisle, and may only be placed on the floor under a window seat, with both your seat and the instrument's seat located in the last row of the cabin. A musical instrument occupying a seat shall not obstruct the emergency evacuation of you or other passengers, affect the view of the outside through the cabin windows, or obscure any passenger information or exit signs.

6.3.7 Human ashes

Cremated remains shall be properly packaged to ensure that the contents are not easily identifiable. If you request seat baggage service for cremated remains, you shall comply with the relevant requirements of Section 6.3.5 of these Conditions.

6.3.8 Spare batteries, mobile power sources

Spare batteries for portable electronic devices (including lithium batteries, nickel-metal hydride batteries and various types of dry batteries), mobile power sources (including power banks and various types of mobile charging equipment) can only be transported as unchecked baggage, and shall not be carried as checked baggage or packed in checked baggage.

The rated energy of a lithium battery power bank shall not exceed 160 Wh, and you may carry no more than two, regardless of their rated energy.

The total number of spare lithium batteries and lithium battery power banks you carry must not exceed 8, among which no more than 2 items are allowed from the following three categories:

Spare lithium-ion batteries with a rated energy between 100 Wh and 160 Wh;

Spare lithium metal batteries with a lithium content between 2 g and 8 g;

Lithium battery mobile power sources with rated energy between 100 Wh and 160 Wh.

It is strictly forbidden to carry the lithium batteries with safety defects recalled by the manufacturer and the lithium batteries and lithium battery mobile power sources without clear lettering indicating their rated energy or their lithium metal content. It is strictly forbidden to carry lithium battery mobile power sources for purposes other than personal use.

It is strictly prohibited to use on-board seat or aircraft power sources to charge lithium battery mobile power sources during all phases of flight. It is also strictly prohibited to use lithium battery mobile power sources to charge or supply power to other devices. Lithium battery mobile power sources with a power switch must remain switched off at all times.

Lithium battery mobile power sources shall not be placed in the overhead luggage compartments in the cabin. They shall be stored in carry-on baggage under the seat in front of you in the cabin, or in other designated storage locations such as seat-back pockets.

6.3.9 Mercury barometer or mercury thermometer for meteorology

Meteorological mercury barometers or mercury thermometers can only be transported as unchecked baggage. Subject to Shandong Airlines' consent, each representative of the Meteorological Administration of the government or similar official agencies may carry 1 mercury barometer or mercury thermometer.

Mercury barometers or mercury thermometers shall be packed in a strong outer packaging containing an inner sealed liner or a strong bag made of leak-proof and puncture-resistant material, such that the packaging is capable of preventing the leakage of mercury from the package.

6.4 Others

For matters not specified, such as the calculation methods for free baggage allowance and excess baggage charges, declared value of baggage, small animal carriage, special baggage rules, and compensation standards for baggage damage, loss, or delay, please refer to the “Baggage Service” standards on the Shandong Airlines official website, or inquire with Shandong Airlines or its authorized sales agents.

Article 7 Overbooking

7.1 General provisions

7.1.1 In order to ensure that more passengers can take their desired flights and reduce the seats that might otherwise go empty due to temporary cancellation of travel plans by some passengers, Shandong Airlines might overbook some flights to a reasonable extent.

7.1.2 Shandong Airlines will take into full consideration the routes, flight schedules, times, aircraft types and flight connections to come up with reasonable proportion of overbookings to the number of available seats on each flight so that the number of passengers being denied boarding due to overbooking can be minimized.

7.1.3 If, due to overbooking, the number of passengers actually boarding exceeds the number of physically available seats, Shandong Airlines will follow the volunteer solicitation procedure to seek passengers who are willing to voluntarily give up their travel. If a sufficient number of passengers willing to voluntarily give up their travel are not solicited, Shandong Airlines will deny boarding to some passengers on that flight. If you so request, Shandong Airlines may issue a certificate of denied boarding to you.

7.2 Procedure for providing information and soliciting volunteers

7.2.1 Shandong Airlines will publish an open letter on flight overbooking on its official website and at its direct ticket offices, and will set up a volunteer application hotline in such open letter to solicit volunteers.

7.2.2 Shandong Airlines will set up a volunteer application option during the booking process on its official website to solicit volunteers.

7.2.3 If an actual overbooking occurs on a flight, Shandong Airlines will also, prior to flight departure, disseminate flight overbooking information by telephone, SMS, or on-site notices or announcements at the terminal, solicit on-site passengers willing to voluntarily give up their travel, and inform them of the relevant compensation and service standards.

7.3 Priority Boarding Rules

Where we fail to recruit enough volunteers, Shandong Airlines will follow the principle of public order and good customs, and will take into account the needs of special passengers such as the elderly, children, pregnant women, and those with disabilities, as well as subsequent flight connection circumstances, to determine passengers who will be given priority boarding. For details, please refer to the Flight Overbooking Open Letter to All Passengers.

7.4 Compensation for denied boarding

7.4.1 Compensation standards

Shandong Airlines will determine the method or amount of compensation based on the class of service of your ticket, the waiting time for rebooking to a subsequent flight, and your preference. For details, please refer to the Flight Overbooking Open Letter to All Passengers.

If you fail to fully comply with the relevant requirements of the General Conditions of Carriage on ticket, flight and transportation restriction, or if you fall under the circumstances for denial of carriage set forth in these Conditions, you will not be eligible for denied boarding compensation.

If compensation standards for overbooking or denied boarding are specified in the laws of the countries and regions linked to the flight, Shandong Airlines will determine your compensation amount in accordance with such applicable laws and regulations.

7.4.2 Methods of compensation

Shandong Airlines will provide compensation to you in a manner acceptable to both parties, through cash, electronic compensation vouchers, or redeemable mileage points.

7.5 Service after denied boarding

If you fail to take the original flight due to overbooking, Shandong Airlines can provide you with the following service guarantees:

Assist you in applying for an involuntary change in accordance with Section 3.1.3 of these Conditions, and arrange the earliest available flight on a priority basis to ensure you can travel as soon as possible. If the subsequent flight arranged for you is scheduled for the next day or later, Shandong Airlines will provide meals and accommodation free of charge; alternatively, Shandong Airlines will process an involuntary refund for you in accordance with Section 3.2.4 of these Conditions.

If the requirement is also specified in the laws and regulations of the countries and regions linked to the flight, Shandong Airlines will provide services to you in accordance with such applicable laws and regulations.

Article 8 Flight Delays, Cancellations and Diversions

8.1 General provisions

8.1.1The flight time or aircraft type stated in the flight schedule is not part of the air transportation contract between Shandong Airlines and you, and may change between the day of its announcement and the day you actually start your travel.

8.1.2 After you have purchased a ticket, Shandong Airlines may change the flight schedule and will use reasonable efforts to notify you of the change through the contact information you provided at the time of purchase.

8.1.3 Shandong Airlines will take all measures that may reasonably be required to avoid delay, cancellation, or diversion of your flight. If Shandong Airlines has taken all measures that may reasonably be required or if such measures are impossible to take, Shandong Airlines shall not be liable for any loss caused to you thereby, except as otherwise provided by Chinese laws and international conventions.

8.2 Services after flight delays, cancellations and diversions

8.2.1 Ticketing services

After a flight delay, cancellation, or diversion, Shandong Airlines may assist you in handling involuntary changes or involuntary refunds in accordance with Sections 3.1.3 and 3.2.4 of these Conditions, or transport you to the destination specified on the ticket by other mutually agreed means of transportation, with the costs incurred to be handled in accordance with Section 3.1.3.

After a flight cancellation, even if the conditions of use of your ticket impose restrictions, you may choose a refund, and Shandong Airlines will waive the refund service charge.

Changes or cancellations of reservations or refunds made prior to the announcement of irregular flight information shall be handled in accordance with the provisions for voluntary changes or voluntary refunds.

8.2.2 Information services

If your flight is delayed or cancelled at the point of departure, or delayed or cancelled at an intermediate stopping point, or diverted, Shandong Airlines will provide you with flight status information as required.

8.2.3 Meals and accommodation services

If a flight delay or cancellation at the point of departure is caused by reasons attributable to Shandong Airlines, such as mechanical failure, flight schedule, transport services, or crew, Shandong Airlines will provide you with meal and accommodation services as required.

If a flight delay or cancellation at the point of departure is caused by reasons not attributable to Shandong Airlines, such as weather, emergencies, air traffic control, security, or passenger issues, Shandong Airlines will assist you in arranging meals and accommodation, with the costs to be borne by you.

Regardless of the cause, if your flight is delayed or cancelled at an intermediate stopping point, or diverted, Shandong Airlines will provide you with meal and accommodation services as required.

If the requirement is also specified in the laws and regulations of the countries and regions linked to the flight, Shandong Airlines will provide services to you in accordance with such applicable laws and regulations.

8.2.4 Proof of flight delays or cancellations

If you so request, Shandong Airlines will provide you with a written certificate of flight delay or cancellation. Such written certificate shall not serve as a basis for Shandong Airlines to process involuntary changes, involuntary refunds, or provide related services and compensation.

8.3 Compensation for Flight Delay

8.3.1 Conditions and standards on the compensation

If a flight delay occurs within 3 days prior to the scheduled departure due to reasons attributable to Shandong Airlines, Shandong Airlines will provide economic compensation to passengers who purchased tickets before the delay and actually took the delayed flight. For a delay of 4 hours (inclusive) to less than 8 hours, each passenger will be compensated RMB 200; for a delay of 8 hours (inclusive) or more, each passenger will be compensated RMB 400.

If the flight delay or cancellation requirements are specified in the laws and regulations of the country or region involved in the flight, Shandong Airlines will provide compensation to you in accordance with such applicable laws and regulations.

8.3.2 Methods of compensation

Shandong Airlines may provide compensation to you through redeemable mileage points, cash, or other means.

Article 9 Additional Services

9.1 To meet your additional needs, Shandong Airlines may provide ancillary services such as paid seat selection, paid upgrades, and prepaid baggage services. You may decide whether to purchase such services based on your needs. You may be required to pay a certain fee for such services, and such fee is not included in the fare.

9.2 If you need to change or cancel an already booked ancillary service, you shall contact Shandong Airlines as soon as possible. Shandong Airlines will process the change in accordance with the rules applicable to the ancillary service you purchased.

9.3 When your flight is delayed or canceled, or you are denied boarding due to overbooking, after your involuntary change or refund for your ticket has been processed, Shandong Airlines will process refunds for the ancillary services you have purchased.

9.4 You can consult Shandong Airlines for specific rules on additional services.

Article 10 Complaint Acceptance Channels

Your complaints will be accepted and handled through the following channels:

Email address: yjsl@sda.cn

Complaint hotline: (+86-531) 95369-7

Online complaint address:

https://www.sda.cn/complaint/login.shtml

Article 11 Liability for Damages

11.1 General provisions

11.1.1 Shandong Airlines' liability for damages incurred by you in air transportation is subject to Chinese laws, applicable international conventions, and these Conditions. Shandong Airlines shall only be liable for actual damages incurred by you during the air transportation activities actually performed by Shandong Airlines, in accordance with the conditions and liability limits set forth in Chinese laws or applicable international conventions. Where Chinese laws or applicable international conventions have no provisions, the provisions of these Conditions shall apply. The liability of other carriers involved in your itinerary for your transportation is subject to the laws of their respective countries and the conditions of carriage of such carriers.

11.1.2 Shandong Airlines shall not be liable for any loss arising from Shandong Airlines' compliance with applicable laws or international conventions, or from your failure to comply with such applicable laws or international conventions.

11.1.3 Unless otherwise provided in these Conditions, in accordance with applicable laws or conventions, Shandong Airlines' liability to you is limited to direct damages proven by you. Shandong Airlines shall not be liable for any indirect, punitive, exemplary, or other non-compensatory damages.

11.1.4 If the damage is caused or contributed to by the fault of you or the claimant, Shandong Airlines' liability shall be exempted or reduced accordingly in accordance with applicable laws or international conventions.

11.1.5 Unless expressly provided otherwise, nothing in these Conditions shall be construed as a waiver by Shandong Airlines of any provision of applicable laws or international conventions concerning the exclusion or limitation of Shandong Airlines' liability.

11.1.6 Shandong Airlines' contract of carriage, including these Conditions and the provisions excluding or limiting liability, equally applies to Shandong Airlines' agents and employees. Under no circumstances shall the total compensation recovered from Shandong Airlines and its agents and employees exceed the limit of Shandong Airlines' liability under applicable laws or international conventions.

11.2 Liability for compensation for personal injury

For losses arising from personal injury or death caused by an accident occurring on board the civil aircraft or in the course of embarking or disembarking, Shandong Airlines shall assume liability in accordance with the Civil Aviation Law of the People‘s Republic of China and the relevant international civil aviation conventions acceded to by China at the time of the accident. However, Shandong Airlines shall not be liable for any illness, injury, disability, death, or other harm caused or aggravated by your physical condition.

11.3 Liability for damage to baggage

11.3.1 Shandong Airlines shall not be liable for baggage damage caused solely by the natural nature, inherent defect, quality, or blemish of the baggage itself. You shall ensure that your baggage is properly packaged externally and internally. Shandong Airlines shall not be liable for any loss caused to you by improper packaging of your baggage.

11.3.2 Unless caused by the fault of Shandong Airlines, its agents, or employees, Shandong Airlines shall not be liable for loss of or damage to your unchecked baggage.

11.3.3 For damage to your checked baggage, if you have not opted for the declared value service and paid the applicable surcharge, Shandong Airlines shall be liable for compensation within the liability limits set forth in applicable laws or international conventions based on the reduced value of the baggage, including through repair, cash compensation, or other means. If you have opted for the declared value service and paid the applicable surcharge, Shandong Airlines shall be liable within the amount of the declared value, provided that the compensation shall not exceed the actual interest of the baggage at the time of delivery at the destination.

11.3.4 Shandong Airlines shall not be liable for any damage caused by your baggage or its contents. You shall be liable if your baggage or its contents cause damage to others, the property of others (including other baggage or its contents), or the property of Shandong Airlines.

11.3.5 For damage, loss of, or destruction of your unchecked baggage (including personal items) caused by an event occurring on board the civil aircraft or in the course of embarking or disembarking, or for loss arising from the destruction, loss of, or damage to your checked baggage, Shandong Airlines shall assume liability in accordance with the Civil Aviation Law of the People‘s Republic of China and the relevant international civil aviation conventions acceded to by China at the time of the event causing the damage, provided that the event causing the destruction, loss, or damage occurs at the airport, on board the aircraft, or during any period when the checked baggage is in the custody of Shandong Airlines.

11.3.6 If you have included in your baggage items that are prohibited from being carried as baggage under Section 6.1.1 of these Conditions, Shandong Airlines shall not be liable for any loss, damage, or confiscation of such items, except as otherwise provided by Chinese laws and international conventions.

11.3.7 At the time of delivery of checked baggage, the acceptance of the checked baggage by the holder of the baggage identification tag without objection shall be prima facie evidence that the checked baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise. If your checked baggage is damaged, you shall notify Shandong Airlines in writing immediately upon discovery, and in any event no later than 7 days from the date of receipt of the checked baggage.

If your checked baggage is delayed, you shall file a written claim for compensation with Shandong Airlines no later than 21 days from the date the baggage is placed at your disposal.

If you fail to file an objection within the above time limits, any lawsuit you bring against Shandong Airlines for compensation shall be subject to the limitations set forth in Chinese laws and international conventions.

11.3.8 Shandong Airlines will grant a refund on the excess baggage fee that you have paid when making compensation for your lost baggage.

11.4 Liability for third-party services

If Shandong Airlines arranges for you services other than air transportation provided by a third party, or issues tickets or receipts for ground transportation, hotel reservations, car rentals, or other (non-air) transportation or services provided by a third party, Shandong Airlines acts only as an intermediary between you and the service provider. You directly enter into a contract with such third-party service provider, and the terms and conditions established by that service provider shall apply. Shandong Airlines shall not be liable for whether you obtain such services or for the quality of such services.

Article 12 Other Provisions

12.1 The short headings under each clause in these Conditions of Carriage are for convenience only and are not used to interpret the contents of the clauses.

12.2 These Conditions are written in Chinese and translated into English. In the event of any inconsistency between the Chinese and English versions, the Chinese version shall prevail.

12.3 Due to frequent changes, Shandong Airlines has separately formulated relevant provisions concerning the implementation rules for domestic and international ticket sales, refunds and changes, specific requirements for baggage carriage, flight overbooking handling, and carriage of injured, ill, and disabled passengers. These are specifically set forth in the Domestic Fare Usage Conditions of Shandong Airlines Co., Ltd., the International Fare Usage Conditions of Shandong Airlines Co., Ltd., Baggage Services, the Flight Overbooking Open Letter to All Passengers, and the Notice on the Carriage of Ill, Injured or Disabled Passengers. The above provisions form part of these Conditions.

Article 13 Definitions

“These Conditions” refers to the General Conditions of Carriage for Passengers and Baggage of Shandong Airlines Co., Ltd. Unless otherwise specified, the following terms in these Conditions have the following meanings:

13.1 “Shandong Airlines” refers to Shandong Airlines Co., Ltd.

13.2 “You” or “Passenger”: means any person, except members of the crew, carried or to be carried in a civil aircraft pursuant to a ticket.

13.3 “Carrier” means a public air transport enterprise that, for profit, transports passengers and baggage by civil aircraft.

13.4 “Ticketing carrier” refers to the carrier that uses the ticket stock and ticket numbers of the carrier to sign an air transportation contract with the passenger.

13.5 “Operating carrier” means a carrier that performs related transportation under the authorization of the issuing carrier.

13.6 “Authorized sales agent” means a passenger sales agency enterprise authorized by Shandong Airlines to sell Shandong Airlines' air transportation services (products) within the scope of its authorization on behalf of Shandong Airlines.

13.7 “Authorized ground service agent” refers to an enterprise authorized by Shandong Airlines to provide ground handling agency services for passengers and baggage within the agreed scope of authorization on behalf of Shandong Airlines.

13.8 “Ticket” is a type of transportation certificate, including paper ticket and electronic ticket.

13.9 “Ticket Change” refers to ticket rescheduling, cabin class change, endorsement, etc.

13.10 “Endorsement” means a change of the carrier specified on the ticket.

13.11 “Flight” refers to the act of flying performed along a specific air route at a specific time on a specific date.

13.12 “Connecting Flight” means two or more flights specified in a single contract of carriage.

13.13 The “Itinerary/Receipt of E-Ticket for Air Transport” (hereinafter referred to as the “Itinerary”) means the payment document provided by public air transport enterprises and air transport sales agents to passengers at the time of ticket purchase. It serves as a passenger reimbursement document and is not a document for passing through airport security or boarding.

13.14 “Flight arrival delay” refers to the situation where the time the wheel chock is placed after the flight arrives is over 15 minutes later than the scheduled flight arrival time.

13.15 “Flight departure delay” refers to the situation where the adjusted scheduled flight departure time or the actual flight departure time is over 15 minutes later than the scheduled flight departure time shown on the ticket.

13.16 “Advance flight departure” refers to the situation where the adjusted scheduled flight departure time is earlier than the scheduled flight departure time shown on the ticket.

13.17 “Flight Cancellation” means the cessation of a previously planned flight or a flight that is stopped from operating due to a delay or an anticipated delay.

13.18 “Shandong Airlines' reasons” refers to causes related to Shandong Airlines' internal management, including aircraft maintenance, flight scheduling, crew scheduling, and other similar factors.

13.19 “Reasons not attributable to Shandong Airlines” refers to causes unrelated to Shandong Airlines' internal management, including weather conditions, emergencies, air traffic control, security checks, passenger-related factors, and other similar causes.

13.20 “Conditions of use of ticket” means the fare rules applicable to a specific booking class code or fare type.

13.21 “Agreed Stopping Place”: means a place, other than the point of departure and the point of destination, specified on your ticket or in Shandong Airlines' timetable as a scheduled stop on your travel route.

13.22 “Class of service” refers to the class division according to the aircraft cabin layout, including first class, business class, Premium Economy Class, and economy class.

13.23 “Classes” refers to the class code shown on your ticket.

13.24 “Fare” refers to the price of air transportation services provided by the carrier using civil aircraft to transport passengers from the airport of departure to the airport of destination, excluding the taxes and fees collected in accordance with national regulations.

13.25 “Normal fare” means the highest fare of first class, business class, premium economy class and economy class during the applicable period.

13.26 “Special fare” means other fares that are not normal fares.

13.27 “Reservation/booking” means the reservation of your reserved seat, classes, or the weight and volume of baggage.

13.28 “Valid identification document” means a valid document prescribed by relevant government authorities to prove your identity, which you must present when purchasing a ticket and checking in for a flight, including: for residents of mainland China: Resident Identity Card, temporary identity card, passport, military officer card, civilian cadre card, conscript card, non-commissioned officer card, civilian personnel card, employee card, Armed Police officer card, Armed Police soldier card, seaman‘s card; for residents of mainland China under the age of 16, valid identification documents for travel also include the Birth Medical Certificate, Household Register, or a certificate of identity issued by the public security organ at the place of household registration; for residents of Hong Kong and Macau: Mainland Travel Permit for Hong Kong and Macau Residents; for residents of Taiwan: Mainland Travel Permit for Taiwan Residents; Mainland Travel and Residence Permit for Hong Kong, Macau, and Taiwan Residents; for foreign passengers: valid passport, Diplomatic Identity Card for foreign diplomatic personnel issued by the Ministry of Foreign Affairs, Foreign Permanent Resident ID Card; and other valid identification documents for travel as prescribed by the Civil Aviation Administration of China.

13.29 “Valid Travel Document” includes a valid identification document and all other documents required for exit, entry, transit, health, or other purposes under the laws, regulations, orders, requirements, or other provisions of the relevant country or region.

13.30 “At least X years old” refers to the calculation based on the year, month and day of the Gregorian calendar, starting from the day of the first birthday.

13.31 “Check-in deadline” means the latest time by which you must complete check-in procedures and obtain a boarding pass.

13.32 “Fail to check in” refers to your failure to complete the flight check-in procedures within the prescribed time, or your failure to travel because your travel documents are not in compliance with relevant rules and regulations.

13.33 “Fail to board” refers to the situation where you fail to get on board your flight after check-in is completed at the departure airport or the transit airport shown on your ticket.

13.34 “Take a wrong flight” means the situation where you have taken a flight that is not shown on the ticket.

13.35 “Baggage” means the necessary, and an appropriate quantity of, personal articles that you wear and use for convenience and comfort during the travel.

13.36 “Checked baggage” means baggage that you have handed over to Shandong Airlines for custody and transport, and for which a baggage identification tag has been issued.

13.37 “Unchecked baggage” means any of your baggage, other than checked baggage, which you taken into the cabin and you are to take care of by yourself.

13.38 “Baggage identification tag” means a certificate issued specifically for the identification of checked baggage.

13.39 “Overbooking” means the situation where the carrier sells more seats than the number of seats available on a flight in order to reduce the number of seats that would otherwise go empty.

13.40 “Volunteer” means a passenger who, in response to a carrier‘s call, is willing to accept the compensation terms offered by the carrier and give up a confirmed flight seat or accept a downgrade in class of service.

13.41 “Electronic compensation voucher” means a method used by Shandong Airlines as a substitute for currency when providing service compensation or damages to passengers.

13.42 “Consumable mileage” means mileage points that you earn by taking flights of Air China group member airlines and partner airlines, or by spending at non-air partners (excluding special merchants), or by participating in PhoenixMiles accumulation promotions, activities, etc., in accordance with the relevant rules established by Shandong Airlines, and that can be used to redeem awards.

13.43 “Domestic air transportation” means transportation in which, according to the contract of air transportation concluded by the parties, the point of departure, any agreed stopping point, and the point of destination are all within the territory of the People’s Republic of China.

13.44 “International air transportation” means transportation in which, according to the contract of air transportation concluded by the parties, regardless of whether there is an interruption or transfer, the point of departure, point of destination, or any agreed stopping point is not within the territory of the People‘s Republic of China.

13.45 “The laws of the People's Republic of China” or “the laws of China”: refer to the laws of the People's Republic of China, except for the laws of the Hong Kong SAR, Macau SAR of the People's Republic of China and Taiwan Region of the People's Republic of China for the purpose of these Conditions of Carriage.

13.46 “Convention” means the following applicable documents:

The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (Warsaw Convention, in short; for details, see http://www.caac.gov.cn/XXGK/XXGK/GJGY/201510/t20151029_8979.html);

The Protocol to Amend the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw on 12 October 1929, signed at The Hague on 28 September 1955 (the “Hague Protocol”), see http://www.caac.gov.cn/XXGK/XXGK/GJGY/201510/t20151029_8978.html;

The Convention for the Unification of Certain Rules for International Carriage by Air signed at Montreal on 28 May 1999 (the “Montreal Convention”, see http://www.caac.gov.cn/XXGK/XXGK/GJGY/201510/t20151029_8976.html).

13.47 “Intermediate stopping point” means a place where, with the carrier‘s prior consent, a passenger intentionally breaks the journey between the point of departure and the point of destination.

Article 14 Entry into Force and Modifications

14.1 These Conditions shall take effect and be implemented as of 1 July 2026. Upon the effective date, the General Conditions of Carriage for Passengers and Baggage of Shandong Airlines Co., Ltd. published and implemented on 1 December 2025 shall be simultaneously superseded. For tickets purchased before 1 July 2026, the General Conditions of Carriage applicable at the time of ticket purchase shall continue to apply.

14.2 Shandong Airlines reserves the right to modify these Conditions of Carriage and other documents that are part of these Conditions of Carriage without prior notice, but such modifications do not apply to the transportation that has already started or tickets already purchased before such modifications are made.

14.3 No employee or agent of Shandong Airlines has the authority to alter, modify, or waive any provision of these Conditions.

14.4 The right to interpret these Conditions belongs to Shandong Airlines Co., Ltd. If you have any questions regarding any content of these Conditions, please address them directly to Shandong Airlines. Any written (including email) response from Shandong Airlines to you shall be conclusive. Responses in any other form shall not be binding on Shandong Airlines.

14.5 In case of any discrepancy between the two language versions, the Chinese version shall prevail.

Historical Revision Document:

General Conditions for Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.apply to tickets sold  from December 1, 2025 (inclusive) to June 30, 2026 (inclusive)

General Conditions for Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.apply to tickets sold  from March 20, 2025 (inclusive) to November 30, 2025 (inclusive)

General Conditions for Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.apply to tickets sold  from April 20, 2024 (inclusive) to March 19, 2025 (inclusive)

General Conditions for Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.apply to tickets sold  from April 15, 2023 (inclusive) to April 29, 2024 (inclusive)

General Conditions for Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.apply to tickets sold from January 1, 2022 (inclusive) to April 14, 2023 (inclusive)