I. Ill or Injured Passengers

(i) Due to reduced oxygen levels and lower air pressure at high altitudes, many medical conditions are not suitable for air travel. If you have an illness but still wish to travel by air, we strongly recommend that you consult your attending physician beforehand.

For your safety, we will ask about your health status and provide services accordingly, or we may require you to obtain a Medical Clearance for air travel. Shandong Airlines will not provide air transportation services under the following circumstances:

1. Passengers known to have a quarantinable disease or suspected of having a quarantinable disease.

2. Passengers whose mental state, behavior, or physical condition (including under the influence of alcohol or drugs) may endanger or affect the safety or health of themselves, other passengers, or crew members – for example, passengers suffering from a mental illness during an acute episode who may pose a risk to other passengers or themselves.

3. Passengers who, due to a particularly offensive odor or unusual habits, may cause annoyance or discomfort to other passengers.

4. Passengers who, due to illness, injury, frailty or mental condition, are unable to care for themselves and who are not accompanied by a dedicated attendant, or whose attendant is incapable of providing the necessary care or supervision.

5. Passengers who, for any reason (such as ankylosis of the knee or hip joint preventing bending) are unable to sit in a standard aircraft seat, or to keep their seat back in the upright position for takeoff and landing, and for whom no satisfactory alternative arrangement can be found, and who are therefore unable to comply with safety regulations (such passengers may apply for Stretcher Service; transportation is subject to Shandong Airlines' approval and arrangements; otherwise, carriage may be refused in accordance with applicable regulations).

6. Passengers carrying equipment designed to store, generate, or distribute oxygen.

7. Passengers who are in a somnolent state or have irregular respiratory rhythms following brain surgery.

(ii) Acceptance and Carriage Requirements for Ill or Injured Passengers

1. If you require such service, please submit a request at the time of booking to Shandong Airlines or its authorized sales agents. Carriage is subject to approval by the Company's Operations Support Department and the making of necessary arrangements.

2. The following limitations apply to the carriage of ill or injured passengers:

(1) On each flight operated by B737 aircraft, only one STCR passenger (Stretcher Passenger), who can be separated from the stretcher at the time of boarding, may be carried per segment. Passengers requiring a stretcher must submit a request to the Company's directly operated ticket offices, customer service hotline 95369, or other authorized sales entities at least 72 hours prior to the scheduled flight departure time.

(2) If an ill or injured passenger uses a wheelchair (handled in accordance with wheelchair passenger procedures) and is required to provide a medical certificate or post‑operative certificate, such passenger must provide the relevant documents.

3. Passengers are not permitted to carry on board any equipment designed to store, generate, or distribute oxygen. If you require the use of the Company's oxygen equipment during the flight due to illness, you must submit a request at least 72 hours prior to the scheduled flight departure time (the Company will respond regarding availability within 24 hours). No more than one such passenger may be carried per flight.

4. For connecting journeys, the minimum ground transit time for ill or injured passengers shall be no less than 150 minutes.

5. If you require a wheelchair, stretcher, Portable Oxygen Concentrator (POC), or Continuous Positive Airway Pressure (CPAP) devices when traveling due to illness, you must notify the Company in advance and comply with the relevant requirements applicable to wheelchair passengers, stretcher passengers, and passengers using POC/CPAP devices.

6. For passengers required to provide a medical certificate or post‑operative documentation, the Company will verify such documents at check‑in and boarding. At the same time, after informing you of the risks of air travel, we may ask you to sign our Risk Acknowledgment Form. Please be aware that even if you provide such documents, Shandong Airlines retains the right, after evaluating your physical condition and the operational circumstances of the specific flight, to decide whether to provide you with air transportation services.

II. Wheelchair Passengers

(1) Ground wheelchairs

Boarding instructions: To ensure we can provide the service you require, our staff will ask you the following: whether you are able to walk independently without any assistance, how far you are able to walk, and whether you are able to enter the cabin and reach your seat without any assistance.

Services we provide: We have ground wheelchairs available at every airport for your use when you need assistance moving between the terminal, the apron and the aircraft. If you require this service, please contact us or our designated sales agents to submit a request by 16:00 (inclusive) of the day prior to your scheduled flight departure time.

(ii) Passengers Travelling with an Electric Wheelchair to be Checked in as Baggage

Boarding instructions: Since wheelchairs cannot be carried inside the passenger cabin, any wheelchair you bring must be checked in as baggage. If you are traveling with an electric wheelchair, please arrive at the airport check‑in counter no later than two hours (inclusive) prior to the applicable check‑in deadline.

For the benefit of passengers with legitimate needs, we do not carry electric wheelchairs brought by passengers without a disability.

Capacity limitations for lithium‑battery‑powered wheelchairs: In accordance with applicable dangerous goods air transport regulations, if your electric wheelchair is powered by a lithium battery, the rated energy of the battery must not exceed 300 Wh. If the wheelchair must be powered by two batteries, the rated energy of each battery must not exceed 160 Wh. In addition, you may carry one spare battery with a rated energy not exceeding 300 Wh, or two spare batteries each with a rated energy not exceeding 160 Wh. Lithium batteries must be carried by the passenger. Batteries that exceed the specified capacity limits will not be carried.

Services we provide: The electric wheelchair will not be counted as part of your free baggage allowance, and we will transport it free of charge, but only one piece may be checked in.

(iii) Onboard Wheelchairs

Boarding instructions: To facilitate your travel and ensure you receive the necessary care, passengers requiring an onboard wheelchair are strongly advised to travel accompanied by a family member or a medical professional.

If you are physically fit for air travel but are completely unable to walk and require assistance from others to enter the cabin and be seated, we offer onboard wheelchair service on selected routes for passengers unable to walk, for use in the cabin aisle. The number of such wheelchairs provided is limited in accordance with the Civil Aviation Administration of China's Regulations on the Air Transportation of Disabled Passengers.

Services we provide:

1. If you require this service, please contact us or our designated sales agents to submit a request by 16:00 (inclusive) of the day prior to your scheduled flight departure time, so that we can make the necessary service arrangements for you.

2. During the flight, if you need assistance and call for help, we will assist you with placing or retrieving your personal items and with preparing for meals.

III. Passengers Traveling with Service Dogs

Boarding instructions: We provide carriage services for disabled passengers travelling with specially trained service dogs (guide dogs, hearing dogs and other assistance dogs) trained to assist their owners in daily life and work, in accordance with the Civil Aviation Administration of China's Measures for the Administration of Air Transport for the Disabled. The number of service dogs is limited as per these regulations.

Passengers with disabilities aged 16 or older may travel with their service dogs by themselves.

To ensure smooth travel, please present the service animal's identification and quarantine documentation at the time of booking and check‑in. Please arrive at the airport check‑in counter with your service animal no later than 120 minutes prior to the scheduled departure time.

While on board, please ensure that your service dog wears its working harness and is secured with a leash.

If you agree to have your service dog carried in the cargo hold, we will check it in free of charge, together with its container and food, in accordance with the procedures for "Carriage of Small Animals". The weight of the service dog will not be counted as part of your free baggage allowance.

Services we provide:

1. Passengers traveling with a service dog must purchase tickets and make service arrangements through the Company's directly operated ticket offices, call center, or designated authorized agents. If you wish to travel with a service dog, please contact us or our sales agents at least 48 hours (inclusive) prior to the scheduled flight departure.

2. Your own ticket will not be subject to any fare restrictions; you may enjoy the same discounted fares available to other passengers. Additionally, you will not be required to pay any extra fees for the service dog you are bringing.

3. We will make every effort to assign you a window seat with extra legroom, but not an emergency exit seat. If the flight is not full, we will also try to keep the adjacent seat vacant for you.

4. During the flight, if you need assistance and call for help, we will assist you with placing or retrieving your personal items, moving in and out of your seat, preparing for meals, and going to and from the restroom.

IV. Unaccompanied Passengers with Visual Impairments

Boarding instructions: To ensure a smooth journey, we offer free necessary guidance and assistance services for unaccompanied passengers with visual impairments, provided in limited numbers as per the Civil Aviation Administration of China's Measures for the Administration of Air Transport for the Disabled.

For your safety, passengers with visual impairments under 16 years old must be accompanied by an adult when traveling.

Services we provide:

1. If you wish to travel alone, please notify us or our sales agents at the time of booking.

2. To ensure smooth travel, please arrive at the check‑in counter at least 120 minutes prior to the scheduled departure time.

3. During the flight, if you need assistance and call for help, we will provide individualized safety instructions, assist with placing or retrieving your personal items, moving in and out of your seat, preparing for meals, and going to and from the restroom.

V. Passengers with Hearing or Speech Impairments

Boarding instructions: For your safety, passengers under 16 with hearing or speech impairments must be accompanied by an adult when traveling.

To ensure smooth travel, please arrive at the check‑in counter at least 120 minutes prior to the scheduled departure time.

Services we provide:

1. If you require such service, please submit a request at the time of booking to Shandong Airlines or its authorized sales agents.

2. On the ground, we provide free necessary guidance and assistance services for unaccompanied passengers with hearing or speech impairments.

3. During the flight, we provide written communication assistance throughout the flight, including information on the location and operation of emergency equipment (life vests, oxygen masks, etc.), the direction of emergency exits, the use of cabin facilities, meal and beverage services, the flight route overview, and important announcements.

VI. Passengers with Intellectual or Mental Disabilities

Boarding instructions: For your convenience and to ensure you receive the necessary care, we strongly advise that you travel accompanied by a family member or a medical professional.

For safety considerations, if the behavior of a passenger with an intellectual or mental disability poses a risk to other passengers or to the safety of the flight, we may decline to provide services.

Services we provide: If you wish to travel alone, please notify us or our sales agents at the time of booking.

VII. Stretcher Passengers

If you are unable to sit upright in a seat for the entire duration of the flight from takeoff to landing, you may apply to us for Stretcher Service.

Boarding instructions: To ensure your safety during the journey, please arrange to be accompanied by at least one adult passenger aged 18 or older, or by a medical professional.

Only one stretcher passenger may be carried per flight. Stretcher equipment will be installed in the Economy Class cabin.

To ensure smooth travel, you must arrive at the airport to complete check-in at least 2 hours before the check-in deadline.

Medical certificate: Passengers applying for Stretcher Service must provide a medical certificate, issued by a medical institution recognized by Shandong Airlines, confirming fitness for air travel. The certificate must be issued within ten days prior to the scheduled flight departure date (the departure date is not counted in this period; for instance, a certificate issued on January 1 is valid for flights departing no later than January 11).

Applicable fares and taxes: You will be required to pay the corresponding fare for the seats occupied for stretcher installation. Please inquire with our staff for details on applicable fares and taxes.

Services we provide:

1. If you require Stretcher Service, please contact us or our authorized sales agents at least 72 hours prior to the scheduled flight departure time.

2. Free baggage allowance for stretcher passengers

For weight-based routes, the free baggage allowance for stretcher passengers is 60 kg, with each piece of baggage not exceeding 100 cm in length, 60 cm in width, and 40 cm in height. For piece-based routes, the free baggage allowance for stretcher passengers is 3 pieces, with each piece not exceeding 23 kg, and the total dimensions (length + width + height) of each piece must not exceed 158 cm.

Special Notice

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