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General rules

These special services are only offered to applicants whose flights are undertaken by CSAir exclusively. If passengers have booked connecting flights or round-trip flights that involve other airline companies, please apply to the corresponding companies for similar services.

To know more details about applying for special services, passengers can consult ticket offices directly under CSAir or dial 4006695539 to contact Customer Service Center.

Donated organs transport tips: Human organ procurement organization staff members bringing human organs on the plane should contact China Southern Airlines on 95539 to submit an application for transportation guarantee at least four hours prior to departure. In addition, they should prepare the documents for air transport of human organs and ensure the donated organs are well-packaged.

Disability Assistance

China Southern Airlines is dedicated to providing the best customer service for All the passengers. We had updated our website to provide the following services for Disability Passengers:

  • Type I
    • (1)Electric wheelchair check-in.
    • (2)In-flight wheelchair (special narrow wheelchairs for suitable flights with permission. Provided for passengers who are unable to walk, and should only be used in the aircraft cabin. Only provided for passengers on long-haul international flights departing from or for Guangzhou on China Southern Airlines) who cannot use both legs to walk.
    • (3)Passengers with vision impairment, hearing impairments or spiritual assistance (travelling with a guide dog).
  • Type II
    • (1)Stair-aid wheelchair (provided for passengers who are able to enter/leave cabin and walk to/from seat but need assistance when encountering stairs). (The service is only provided on the stairs.)
    • (2)Cabin wheelchair (provided for passengers who are able to sit but are immobile and need assistance when going to and from their seat as well encountering stairs). (The service is only provided to help passengers transfer to and from their cabin seats.)
    • (3)Passengers with vision impairment without accompaniment (travelling without a guide dog).
    • (4)Wheelchair on airport apron (provided for passengers who are unable to walk long distances (to or from the cabin) but can use stairs and walk to seat. The service is only provided on the airport apron).
    • (5)Passengers with hearing impairments or those with mutism.

To apply for these assistance service, please click the following link:
http://b2c.csair.com/B2C40/modules/services/specialservice/mobilityassistance/login.html?lang=en
Or contact us by calling our 24*7 Disability Assistance hotline: 1-8446222993.

Certificate of Diagnosis

  • (1) In one of the following circumstances, CSAIR has the right to demand passengers show the Certificate of Diagnosis issued by the hospital recognized by CSAIR and signed by the doctor/physician for the passenger.
    • a.The passengers carry premature infant incubators on board.
    • b.The passengers need medical oxygen equipment during flights (At present, CSAir has airborne oxygen tanks only for emergency use while airborne medical oxygen equipment is unavailable, therefore, medical oxygen services are not provided on planes).
    • c.Taking the flight poses potential risks to the passenger, or the passenger needs special medical care during the flight.
    • d.The passengers have contracted severe infectious diseases but will not infect others if proper preventive measures are taken.
  • (2) Medical certificates or certificates of diagnosis are needed in triplicate. The patients’ conditions and the results of diagnosis should be written on the certificates by hospitals at county or city level, and the certificates should also have doctors’ signatures and hospitals’ stamps on them. If oxygen tanks on board are needed, things should be noted on the certificates include the required oxygen flow, the medical requirements for the passengers to use medical oxygen, and max oxygen amount and max oxygen flow required per hour during normal flight and under specific cabin pressure.
  • (3) Preventive measures against the spreading of passengers’ diseases or infections should be stated on medical certificates or certificates of diagnosis. Certificates are effective only when they are written within 96 hours before the flight, or within 48 hours if passengers are seriously ill.
  • (4) For the disabled passengers, their medical certificates or certificates of diagnosis should be written within 10 days since their journeys start (and new certificates are not required on return journeys). Preventive measures against the spreading of passengers’ diseases or infections should be stated on certificates. Certificates are effective only when they are written within 96 hours before the flight, or within 48 hours if passengers are seriously ill. The medical certificates required for the disabled to prove that they can take the flight safely without medical assistance should be written within 10 days before departure.

Boarding Applications of Special (Invalid) Passengers

If a passenger applies for special services during the flights in ticket offices directly under CSAir or customer service center, boarding applications should be offered in paper form.

  • (1)The passenger who apply for special services should write “Boarding Applications of Special (Invalid) Passengers” in triplicate, which state that the passenger is accountable for conditions like disease aggravation, death, or being harmful to others.
  • (2)“Boarding Applications of Special (Invalid) Passengers” should be signed by the passenger in person. But if he/she is unable to do so, the signature of his/her families or guardians are also effective.
  • (3)CSAir is not excused from the liability of loss, damage or death of wheelchairs or service animals that disabled passengers have checked in China-US flights.

Accompanying Persons

  • (1) Accompanying persons should state that they accompany others when reserving seats and their tickets should be bought separately. Accompanying persons and the accompanied disabled passengers should take the same flight.
  • (2) Accompanying persons should be able to take care of the disabled and help them evacuate in emergencies. Their seats should be next to each other, which is not required only when safety issues are concerned.

Contacting the US Department of Transportation(DOT)

You may obtain a copy of this part in an accessible format from the Department of Transportation by any of the following means:

  • (1)For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY).
  • (2)By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY).
  • (3)By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590.
  • (4)On the Aviation Consumer Protection Division's Web site (http://airconsumer.ost.dot.gov ).

Warm prompts

Featured checking-in services (including online check-in, short-massage check-in and self-service check-in) are not offered to special passengers or passengers who have to check in with other certificates (including important passengers, injured or ill passengers, disabled passenger, disabled veterans and policemen, pregnant women, unaccompanied aged people and children, passengers in need of special meals and so on). They should check in at the Check-in Counter of CSAir with valid identification documents and other certificates required.

FORMS OF PAYMENT ALLOWED

  • Visa Card
  • Master Card
  • American Express
  • Union Pay
  • Diners Card
  • JCB Card