Our Service for Special Refund and Re-booking

I. Applicable passengers: This Regulations is applicable to the passengers who are denied by the embassy/consulate but have booked passenger tickets of Tianjin Airlines' international long-haul routes including European (including European region of Russia) routes, Australia/New Zealand routes, African routes, American routes;

II. Applicable passenger ticket: This Regulations is applicable to the one-way tickets, return tickets, open jaw tickets and connecting tickets (including connecting flights carried by Tianjin Airlines and those carried by Tianjin Airlines and other airlines) sold in the territory of the People's Republic of China (excluding Hong Kong, Macao and Taiwan), for the flights departing from the territory of the People's Republic of China (excluding areas of Hong Kong, Macao and Taiwan) and for the major segment carried by Tianjin Airlines;

III. Applicable coupon: The coupons issued by Tianjin Airlines that ticket number begins with 826;

IV. Applicable flights: Flights carried by Tianjin Airlines (excluding code-sharing flights and chartered flights);

V. Regulations on refunding:

• 1. If the original ticket enjoys refunding of charge, refunding will be carried out in accordance with the applicable regulations of the original ticket;
• 2. If the original ticket should be refunded with charging, passengers need to send the copies of refusal proof (letter of refusal, seal of refusal, e-mail of refusal, etc.) and passports, and ticket information to tjafeedback@tianjin-air.com.
  If the reservation is canceled 4 days (including the day of departure) in advance before the flight departs, no fee will be charged for the refunding. If the reservation is canceled within 4 days (including the day of departure) before the flight departs, RMB 500 will be charged for the refunding;
• 3. If the original ticket cannot be refunded according to relevant ticketing regulation, passengers should send the scanned copies of refusal proof (letter of refusal, seal of refusal, e-mail of refusal, etc.) and passports, and ticket information to tjafeedback@tianjin-air.com.
  If the reservation is canceled 8 days (including the day of departure) in advance before the flight departs, RMB 500 will be charged for the refunding. If the reservation is canceled within 8 days (including the day of departure) before the flight departs, RMB 1000 will be charged for the refunding;
• 4. If the passenger applies for refunding after the flight departs, it should be handled in accordance with the application regulations of the original ticket;
• 5. For the refunding of group passengers due to visa rejection, it will subject to the regulations on refunding in the documents for group passengers other than this Regulations;
• 6. For refunding due to visa denied, the passenger needs to present the original and copies of refusal proof issued by the embassy/consulate for refunding; the main contents (information of the client, country of refusal, etc.) of the original refusal proof should be consistent with those on the passenger ticket and should not be altered, or it will be deemed as false proof and not be refunded.

Rebooking due to illness

For change of itinerary due to illness, the passenger may enjoy free of charge for endorsement to the same class if relevant certificates and documents are provided. In case of any class upgrading due to rebooking, the price difference generated thereby shall be paid by the passenger. In case of any change of applicable fare due to rebooking, the passenger should make up the price differences generated thereby if the new fare is higher while no price difference shall be refunded if the original fare is higher. The endorsement due to illness should meet the following conditions:

Passengers must apply for rebooking and cancellation prior to the flight's scheduled time of departure and go through non-voluntary itinerary change procedure at the ticket office of Tianjin Airlines' local office. The main contents (name of patient, time, symptoms) of the non-voluntary change voucher must be consistent. Any alteration on certificate is not allowed otherwise it would be deemed as fake certificate and may not be accepted for rebooking due to illness. When going through procedure for rebooking due to illness, the passenger must provide original certificate or document for verification by our company.

• 1) For rebooking due to illness prior to flight's scheduled time of departure/check-in closing time, the valid certificates, if within the territory of the People’s Republic of China, are the official certificate of diagnosis, medical records and computer-generated medical receipt of RMB300 or above signed by the attending physician and affixed with the seal of the medical institution at a county/city or equivalent level (such as national Level-2 Grade-A hospital) or above. The issuance and printed date of the certificates must before the scheduled check-in closing time of the flight. If in any country or region beyond the PRC or in Hong Kong, Macao and Taiwan, the certificate of diagnosis must be filled by the medical practitioner recognized by the government. The non-Chinese passengers needn't provide any medical receipt when seeing a doctor beyond the PRC. If in Africa, the certificate of diagnosis may be issued by the Chinese-funded medical institution, and the requirements on medical records and receipt and the printed date of the certificates are same as the above.
• 2) For rebooking due to sudden illness at the airport or stopover (alternate airport), the valid certificates are the certificate of diagnosis and medical records issued by the airport medical center. If the certificate of diagnosis and medical records issued by medical institution are unavailable at that time, the boarding pass signed by the on-duty purser or person in charge of the station must be the valid certificate.
• 3) For rebooking of the accompanied personnel of the patient, it should be applied together with the application of the patient, and the endorsement will be free if the time of endorsement is same as that of the patient; if not, the endorsement should be handled in accordance with voluntary endorsement. Each patient can be accompanied by 2 personnel at maximum.
• 4) For rebooking due to death of families, the passenger should apply prior to the flight’s scheduled time of departure, and provide Certificate of Kinship and death certificate of the family (the date of the death certificate must be later than the ticket date) and then go through non-voluntary itinerary change procedure.

Refunding due to illness

Passengers must apply for refunding and cancellation prior to the flight's scheduled time of departure and go through non-voluntary refunding procedure at the ticket office of Tianjin Airlines’ local office or the business office. The main contents (name of patient, time, symptoms) of the certificates for refunding due to illness must be consistent. Any alteration on certificate is not allowed otherwise it would be deemed as fake certificate and may not be accepted for refunding due to illness. When going through procedure for refunding due to illness, the passenger must provide original certificate for verification by our company.

• 1) For refunding due to illness prior to flight's scheduled time of departure/check-in closing time, the valid certificates, if within the territory of the People’s Republic of China, are the official certificate of diagnosis, medical records and computer-generated medical receipt of RMB300 or above signed by the attending physician and affixed with the seal of the medical institution at a county/city or equivalent level (such as national Level-2 Grade-A hospital) or above. The issuance and printed date of the certificates must precede the scheduled check-in closing time of the flight. If in any country or region beyond the PRC or in Hong Kong, Macao and Taiwan, the certificate of diagnosis must be filled by the medical practitioner recognized by the government. The non-Chinese passengers needn't provide medical receipt when seeing a doctor beyond the PRC. If in Africa, the certificate of diagnosis may be issued by the Chinese-funded medical institution, and the requirements on the certificates are same as the above.
• 2) For refunding due to sudden illness at the airport or stopover (alternate airport), the valid certificates are the certificate of diagnosis and medical records issued by the airport medical center. If the medical certificate is unavailable at that time, the boarding pass signed by the on-duty purser or person in charge of the station must be the valid certificate.
• 3) For refunding of accompanied personnel of patient, it should be applied together with that of the patient, and will be handled as the non-voluntary refunding procedure. Each patient can be accompanied by 2 personnel at maximum.
• 4) If the passenger fails to go through refunding procedure personally due to severe illness, the agent of the passenger must provide the original ID cards of the passenger and the agent for refunding.
• 5) If the passenger dies, death certificate should be provided for refunding due to illness.
• 6) In case of refunding due to death of families, the passenger should apply prior to the flight's scheduled time of departure, and provide Certificate of Kinship and death certificate of the family (the date of the death certificate must be later than the ticket date) and then go through procedure same as refunding due to illness.