Unaccompanied minors refer to children aged 5 to 12 who travel without adult supervision. Their parents or guardians must sign the Unaccompanied Minor Service Request Form at ticket purchase and obtain approval from the airline. Accurate contact information of the persons sending off and picking up the minor must be provided. (Regulations vary by airline. Please contact your airline’s customer service for details.)

Seniors traveling alone who require assistance with boarding, deplaning and in-flight care must submit a service request to the operating airline in advance and obtain its approval. (Regulations vary by airline. Please contact your airline’s customer service for details.)

Wheelchair & Stretcher Assistance

Passengers requiring a wheelchair or a stretcher due to medical reasons must submit a Medical Information Form and a valid medical certificate confirming fitness to fly (Certificate validity periods vary by airline). Please contact your airline’s customer service or consult Information Desk for details.

If you request wheelchair assistance due to mobility difficulties, please contact the Information Desk or check-in staff.

Assistance for Visually Impaired Passengers

Visually impaired passengers accompanied by an adult are treated as regular passengers.

Visually impaired passengers unaccompanied by an adult or without a guide dog must submit a Special Assistance Request Form, including contact information of the persons sending off at the departure and picking up at the destination.

Passengers with a guide dog must obtain approval from the airline when booking their seats, and provide a Special Assistance Request Form along with the guide dog’s Animal Quarantine Certificate.

Regulations vary by airline. Please contact your airline’s customer service for details.

Assistance for Passengers with Medical Conditions

Consultation services are available for passengers with medical conditions.

Regulations vary by airline. Please contact your airline’s customer service for details.

+86 571-96299

Pregnant passengers with a normal pregnancy under 8 months are treated as regular passengers.

Pregnant passengers over 8 months of pregnancy are generally not be accepted for travel. In special cases, such passengers must present a Fit for Air Travel Certificate  and a Pregnancy Air Travel Advice Form, both issued by a doctor within 72 hours prior to travel.

Pregnant passengers whose due date is within 2 weeks are generally not be accepted for travel.

Regulations vary by airline. Please contact the airline’s customer service for details.

To further standardize special assistance services at Hangzhou International Airport, this Service Scheme has been formulated in accordance with the Civil Aviation Law of the People’s Republic of China, the Law of the People’s Republic of China on the Protection of Persons with Disabilities, the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests, the Provisions on the Administration of Passenger Services in Public Air Transport, the Administrative Measures for the Air Transportation of Persons with Disabilities, the Administrative Measures for the Air Transportation of Donated Human Organs, and other applicable laws, regulations and provisions, taking into account the airport's operational requirements.

I.General Requirements

(I)Passengers with special needs include passengers with disabilities, passengers traveling with infants or young children, unaccompanied passengers, passengers carrying donated human organs, and other passengers requiring special assistance.

(I)Passengers with special needs include passengers with disabilities, passengers traveling with infants or young children, unaccompanied passengers, passengers carrying donated human organs, and other passengers requiring special assistance.

(II)Service personnel shall be proficient in operating various accessibility facilities and equipment and familiar with applicable service standards and procedures.

II.Services for Passengers with Disabilities

(I)Information

Obtain information in advance regarding the passenger’s name, flight details, and assistance requirements.

(II)Service Counter

Provide dedicated disability assistance counters at major passenger entrances and exits.

(III)Check-in Procedures

1.Assist passengers with relevant procedures as needed.

2.Reserve and assign seats that facilitate access and provide sufficient space for movement.

3.Where possible, arrange seats for companions immediately adjacent to the passenger with a disability.

4.Notify passengers with disabilities who are fit to travel that they must empty any personal waste collection bags before undergoing security screening.

(IV)Security Screening

1.Security screening personnel shall be trained and competent in screening passengers with disabilities, their baggage and belongings, and service dogs.

2.Service dogs and assistive devices used by passengers with disabilities must undergo security screening.

3.Where a passenger with a disability requests a private screening, arrangements shall be made promptly.

(V)Boarding and Disembarkation Assistance

1.Arrange priority or last boarding/disembarkation according to the passenger’s needs.

2.Complete the necessary handover with the purser regarding services for passengers with disabilities.

3.During boarding, assist in properly stowing wheelchairs, stretchers, and other assistive devices in the cabin, or checking them in as required.

4.At the aircraft door, check in or retrieve the passenger’s assistive devices upon request.

5.Ensure that mobility aids are given priority for loading and unloading.

6.When a flight carries a passenger who uses a wheelchair, make every effort to facilitate boarding and disembarkation via a boarding bridge. Where a boarding bridge is unavailable, provide appropriate boarding and disembarkation assistance.

7.Passengers with disabilities shall not be left unattended within areas under the airport’s responsibility for more than 30 minutes.

8.Provide arriving passengers with disabilities with necessary assistance, including baggage retrieval and guidance.

(VI)Checking in Assistive Devices

1.Electric wheelchairs must be checked in at least two hours before the check-in deadline for ordinary passengers and must comply with applicable requirements for the air transportation of dangerous goods.

2.Checked mobility aids shall be tagged with baggage tags. Any detachable components shall be properly packaged.

3.Checked mobility aids shall be unloaded from the aircraft’s cargo hold first and delivered to the aircraft door as soon as possible for handover to the passenger.

4.Mobility aids shall be transported on the same flight as the passenger.

(VII)Service Facilities

1.The airport provides, free of charge, the facilities and equipment required under the Administrative Measures for the Air Transportation of Persons with Disabilities for passengers with disabilities who are fit to travel, including mobility aids required for boarding and disembarkation.

2.The facilities and equipment comply with MH/T 5047 -2020, Technical Standard for the Configuration of Accessibility Facilities and Equipment in Civil Airport Passenger Terminal Areas.

3.One wheelchair space is provided near the door of each shuttle bus, together with wheelchair securing equipment and accessibility signage.

(VIII)Service Records

Where assistance has been provided to a passenger with a disability, a record of the entire service process shall be maintained. In the event of any service deficiency or error, records of the review and analysis, as well as corrective measures, shall be maintained.

III.Services for Passengers Traveling with Infants or Young Children

(I)Provide dedicated mother-and-baby rooms and strollers in key service areas.

(II)Provide stroller check-in and retrieval services at the boarding gate.

(III)Arrange boarding and disembarkation as needed.

IV.Services for Unaccompanied Passengers

(I)Assign dedicated personnel to escort passengers and assist with relevant procedures.

(II)Complete the required handover procedures with the passenger's guardian, the carrier, and the flight crew in accordance with applicable procedures.

V.Services for Passengers Carrying Donated Human Organs

(I)Establish a dedicated green channel for the ground transportation of donated human organs.

(II)Provide services in accordance with the Hangzhou International Airport Green Channel Support Scheme for the Transportation of Donated Human Organs.

VI.Other Passengers with Special Needs

(I)Provide appropriate services based on the service environment and the needs of the passenger, in compliance with the applicable transportation requirements of the relevant industry authorities and carriers.

(II)Establish service policies and procedures for passengers experiencing sudden illness.

VII.Service Consultation Hotline

Hangzhou Xiaoshan International Airport Special Assistance Service Hotline: +86 571 96299

I.Eligible Passengers

The “First-Traveler Care” service at Hangzhou International Airport is designed for first‑time flyers, including but not limited to passengers traveling by air for the very first time, as well as those who, for the first time, take a domestic flight, an international flight or a flight to/from Hong Kong, Macao and Taiwan, take a connecting flight, purchase a combined air‑and‑other‑transport intermodal product, or depart from, arrive at, or transfer at Hangzhou International Airport.

II.Reservation Methods

1.By Phone: +86 571 96299

2.In Person: Information Counters at the Hangzhou International Airport terminals or Transportation Center