First, Scope of application

1. These conditions are applicable to: (1) Use SDA domestic transportation ticket to issue, display the SDA flight code, and domestic air transportation carried by SDA; (2) Use SDA domestic transportation ticket to issue, display SDA flight code, but domestic air transportation carried by other airlines; (3) Domestic air transportation carried by Shandong Airlines that has signed a sub-cabin sales agreement or interline traffic agreement with Shandong Airlines, and issued with other airlines' domestic tickets.

2. The sales management requirements listed in these conditions apply to domestic tickets sold after May 15, 2022 (inclusive).

3. For domestic tickets sold before May 15, 2022 (exclusive), if the change is made after May 15, 2022 (inclusive) and the ticket is reissued, the change handling fee charging standards listed in this condition shall apply when the change is made again.

4. For domestic tickets sold before May 15, 2022 (exclusive), if apply for a refund after May 15, 2022 (inclusive), the refund handling fee before May 15, 2022 (exclusive) will apply. (Old standard).

5. For specific refund and change rules, please refer to the following "Individual Passenger Refund Rules" and "Individual Passenger Change Rules".

6. These conditions are regarded as an integral part of the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.".

Second, General rules

1. C/D/P/I are business classes, W/R/Y/B/H/L/Q/G/V/U/Z/M/K/T/E/J/S/N/X are the economy classes, and A/O are the e-commerce economy classes.

2. The price of domestic passenger tickets is clearly marked. The actual fare shall be filled in when selling and the mantissa shall be rounded off. The amount of the fare is in RMB ten Yuan. The specific price is subject to the automatic calculation result of the sales system.

3. Those who comply with these conditions shall be implemented in accordance with these conditions first. If it is not specified, it shall be implemented in accordance with the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.".

4. The "planned flight departure time" in these conditions refers to the scheduled departure time of the flight shown on the ticket. Descriptions such as "4 hours before the scheduled flight departure time" and "168 hours before the scheduled flight departure time" are accurate to the minute. (For example, for a flight scheduled to depart at 12:10 on December 8, 2021, the time node corresponding to "4 hours before the scheduled flight departure time" is: 8:10 on December 8, 2021; "168 hours before the scheduled flight departure time" corresponds to the time node: 12:10 on December 1, 2021.)

5. Change and refund fees and fare difference are calculated based on the face price of the corresponding flight segment. The handling fee for change and refund is in RMB Yuan, and the mantissa is rounded to the nearest one.

6. If the conditions for refund, change and endorsement of special products and special fares are inconsistent with these conditions, they shall be implemented in accordance with the specific product rules.

Third, Reservations and ticket purchases

1. Unscheduled ticket (OPEN ticket): Domestic OPEN ticket is not allowed to be purchased.

2. Ticket issuance time limit: subject to the information displayed in the reservation record.

3. Group ticket: please consult the ticket sales department of Shandong Airlines for the price of group ticket and reservation related matters.

4. Other types of discount tickets:

(1) Child tickets (including unaccompanied children) can be purchased at 50% of the normal adult fare in class C/W/Y of the same flight, or tickets with other fares other than 50% off can be purchased to enjoy the civil aviation development fund and fuel surcharges are reduced by half.

(2) Infant tickets, purchase infant tickets at 10% of the published fare of the same flight in C/W/Y class, without seats, and enjoy the civil aviation development fund and fuel surcharge exemption.

(3) If you do not apply for an infant seat reservation in advance or temporarily purchase an infant ticket at the airport ticket counter before the flight departure, the carriage will be refused due to exceeding the limit on the number of infants for the safe operation of the flight, and the passenger ticket held by the accompanying passenger will be changed or refunded are handled as voluntary changes or voluntary refunds.

(4) Children and infants accompanied by an adult must purchase a ticket with the same class of service as their companion.

(5) Unaccompanied children need to apply to the ticketing department directly under Shandong Airlines or the Customer Service Center (call 95369) 24 hours (inclusive) before the flight departure time.

(6) To purchase discount tickets for disabled soldier and police, you must present your valid identity certificate and the "People's Republic of China Disabled Soldier Certificate" or "People's Republic of China Disabled Police Certificate" issued by the Civil Affairs Department; For C/W/Y class reservations, you can enjoy a 50% discount on the ticket fare and the fuel surcharges. Those who purchase tickets in classes other than C/W/Y class will no longer enjoy the discount on the ticket fare. The ticket cost is based on the actual fare, but the discount of halving the fuel surcharge is available.

Fourth, Rules for group ticket changes and refunds

(I) Voluntary change:

After purchasing a ticket, group passengers are not allowed to change the flight, class, or date. If they abandon the itinerary, they will be processed as voluntary refunds.

(II) Voluntary refund:

Group passenger tickets must be used in the order of the trip, and voluntary refunds must be handled by the ticket issuing unit.

1. Part of the itinerary of the ticket has been used: only the civil aviation development fund and fuel surcharge will be refunded for unused segment.

2. If the ticket itinerary is not used, the ticket must be refunded for the entire trip. The refund fee shall be charged according to the following rules:

1) Voluntary refunds for all group passengers:

a. If the reservation is cancelled more than 24 hours (inclusive) before the departure of the first segment of the whole trip, a 50% refund fee will be charged;

b. If the reservation is cancelled within 24 hours before the departure of the first segment of the entire trip will be charged 100% refund fee, only the civil aviation development fund and fuel surcharge for unused segments will be refunded;

2) Voluntary refunds for some group passengers:

a. Cancellation of a reservation more than 24 hours (inclusive) before the departure of the first segment of the whole trip will be charged a 60% refund fee;

b. Cancellation of reservations within 24 hours before the departure of the first segment of the whole trip will be charged a 100% refund fee, and only the civil aviation development fund and fuel surcharge for the unused segment will be refunded.

(III) Involuntary changes and refunds

It shall be implemented in accordance with the provisions 3.1.3 and 3.2.5 of the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.".

Fifth, Rules for individual passenger ticket changes

(I) General rules

1. Changes include changing flight schedules, changing flight dates, changing classes, changing carriers, etc.

2. Voluntary changes need to recalculate the fare, the fare difference is calculated according to the face price of the corresponding flight segment; if there is a fare difference, it needs to be charged.

3. According to the time of cancellation of the unused flight segment and the departure time of the flight shown on the ticket, a change handling fee for the applicable time slot will be charged.

4. When the ticket is changed, if the original ticket is cancelled and changed to an OPEN ticket, and then the ticket is re-reserved, the fare must be recalculated. If there is a fare difference, it will be charged and the change fee will be charged as well.

5. Part of the connecting S-class passenger ticket has been used, and the unused segment is not allowed to be changed. The ticket will be processed as a refund, only the civil aviation development fund and fuel surcharge for the unused segment will be refunded.

(II) Voluntary change of flight time and/or date

The fare needs to be recalculated. If there is a fare difference, it will be charged, and a change handling fee will be charged as well.

(III) Voluntary change of class

1. If there is no fare difference after the change, the change handling fee will be charged according to the rules; if the change causes a difference in the fare before and after the change, the following rules shall be applied:

(1) Changes in different classes of service, from high fare to low fare, shall be processed as voluntary refund; from low fare to high fare, the change handling fee and the fare difference will be charged; for the same fare only the change handling fee will be charged.

(2) Changes in the same class or sub-class (premium economy class and economy class can be regarded as the same class), the change handling fee and the fare difference will be charged. If the new fare is lower than the original fare, the difference will not be refunded (fill in the original fare on the new ticket), only the change handling fee will be charged, or it will be handled as a voluntary refund.

(3) The fare must be recalculated for each change. If the required class of service has not a published fare, even if the class is available, the change will not be accepted, or it will be processed as a voluntary refund.

(4) If you need to change the reserved class after it has been changed, the fee for the change shall be handled in accordance with the applicable conditions of the revised reserved class. The change handling fee charged before this change is non-refundable.

(5) In the event of an announcement of fare adjustments during the change, the real-time fare of the reservation system shall prevail, and the more shall not be refunded or the less shall be make up. The change handling fee shall be processed in accordance with the corresponding rules of the reservation class before the change.

2. If M/K/J/T/E class needs to be changed, it can only be changed to non-M/K/J/T/E class, and M/K/J/T/E class is not allowed to change when there is no fare showed. It is not allowed to change to M/K/J/T/E when other classes need to be changed.

3. No change of class is allowed in S class.

4. Tickets that using the fare of children/ disabled soldiers and polices shall be subject to the rules on the change of class used.

5. Tickets using infant fare can be changed free of charge in the same cabin during the validity period. Infant tickets occupying a seat shall be subject to children's standards.

6. Frequent travelers’ free ticket changes shall be operated in accordance with the member manual.

(IV) Voluntary change of carrier (Endorsement)

1. The original state of the ticket is C/W/Y class (including direct discounted fares), and the fare for children (except for unaccompanied children)/infants/disabled soldiers and police must make up the difference then allow to voluntary change of carrier. If other carriers do not have corresponding class and code: proceed as voluntary refund, and purchase new tickets of other carriers.

If the fare is different: if the fare of other carriers is higher than that of Shandong Airlines, the fare difference should be made up, and the change fee should be charged at the same time.; if the fare of Shandong Airlines is higher than that of other carriers, it can be processed as voluntary refunds, and purchasing new tickets of other carriers.

2. Tickets using other classes of fare shall not change the carrier voluntarily.

3. For tickets of Shandong Airlines that are voluntarily endorsed to other airlines, if voluntary changes or refunds occur again, fees will be charged according to the standards of other airlines; if other airlines’ flights are delayed or cancelled, proof materials (The original or a photo of flight change certificate and the passenger’s identity) shall be provided at the time of refund.

(V) Voluntary change of destination

1. For tickets that are allowed to be changed and endorsed between different airports in the same city, the changing and endorsement shall be regarded as one destination.

2. Other lines shall be handled as voluntary refunds.

(VI) Voluntary change handling fee standard

Sixth, Individual passenger refund rules

(I) General rules

1. According to the cancellation time of the unused flight segment and the departure time of the flight shown on the ticket, a refund fee for the applicable time period will be charged.

2. When a passenger applies for a refund within the time specified in the "General Conditions of Passenger and Baggage Transportation of Shandong Airlines Co., Ltd.", the unused civil aviation development fund and fuel surcharge will be refunded together.

3. For expired tickets, only the civil aviation development fund and fuel surcharge will be refunded.

4. For S class transit products that have not been used throughout the entire journey, it is not allowed to refund any single of the flight segments, and the entire journey must be refunded.

5. For the partially unused tickets of the S class transit products, only the civil aviation development fund and fuel surcharge for the unused segments will be refunded.

6. Changes and refunds for VIP rewards redemption tickets shall be handled in accordance with the "VIP Cooperative Sales Agreement" signed.

(II) Voluntary refund of individual passengers

Voluntary refunds shall be handled by the original ticket issuing unit. For changed tickets, the travel date shall be based on the new ticket.

1. If a voluntary refund is required after the ticket class has been changed, the fee for rescheduling that has been collected will not be refunded, and the difference will be refunded. The refund fee will be charged in accordance with the original ticket fare and original class rules (the time judgment standard is based on the latest ticket reservation cancellation time).

2. Child passengers and infants occupying a seat shall be refunded in accordance with the rules of their booking class. Infant tickets that do not occupy a seat will be refunded free of charge.

3. Frequent travelers’ free ticket changes shall be operated in accordance with the member manual.

(III) Voluntary refund handling fee standard

Seventh, Involuntary change/refund/endorsement

(I) Refund due to illness

After purchasing a ticket, passengers who cannot travel due to illness and request a refund can apply for an involuntary free refund. If the ticket is rescheduled, the date of issue of the original ticket will be regarded as the date of purchase.

1. On-site handling at the company’s own ticket office of Shandong Airlines: Passengers need to provide:

(1) The original formal diagnosis certificate (or medical record) and the original medical invoice (amount not less than RMB 50 yuan) issued by the county-level or second-level (inclusive) medical unit and stamped with the official seal, and the time limit for issuing the certification materials is before the flight departure and after the ticket is purchased; if you are hospitalized due to illness, you can provide proof materials such as the discharge certificate or original hospitalization certificate, original medical invoice, etc. The flight departure time must be during the hospitalization period listed in the discharge certificate.

Passengers seeking medical treatment in overseas hospitals: Medical diagnosis certificates and fee certificates or hospitalization certificates and discharge certificates must be provided with the signature of a physician.

(2) The passenger needs to show the original identity certificate in the reservation number;

(3) If the application is not handled by the passenger, the original identity certificates of the client and the passenger must be presented at the same time;

(4) Copies of the above materials must be submitted at the same time.

2. Handling through the SDA call center (call 95369), B2B or B2C SDA online channels:

(1) It is necessary to provide photos of the above required materials, the photos must be accompanied by the identity certificate of the passenger when purchasing the ticket, and be on the same shooting page;

(2) In order to prevent false refunds and protect the rights and interests of passengers, it is necessary to provide a photo of the passenger without a hat and holding an ID card (the identification information is clearly identifiable). The above-mentioned materials are required to provide original photos without any form of editing and processing. If it is inconvenient to provide the relevant electronic materials, they must be on-site handled at the company’s own ticket office of Shandong Airlines.

3. No other channels are allowed to handle involuntary refunds due to illness.

4. If the passenger suddenly becomes ill at the airport on the day the flight is scheduled to take off, or temporarily becomes ill at the flight stop (alternate station), he/she shall apply for a refund due to illness with the diagnosis certificate and medical record issued by the airport medical center, and at the same time, submit the identity certificate as required.

5. If the accompanying person who is on the same flight as the passenger who has refunded due to illness who meets the above circumstances requests a refund, he/she should go through the refund procedures at the same time as the passenger who has refunded due to illness. The refund fee will be waived, but the number of accompanying persons who enjoy free refund shall not exceed 2 (inclusive). At the same time, provide the above-mentioned supporting materials such as the diagnosis certificate of the sick passenger, the medical fee invoice, and the photo of the ID card of the passenger who refunded the ticket due to illness and the ID card of the accompanying person.

(II) Involuntary endorsement

The class reserved is a non-C/W/Y ticket. Due to weather, air traffic control and other uncontrollable or unforeseen reasons other than Shandong Airlines, the flight is cancelled, early, delayed, destination changes, the connection is missed, and the original reserved passenger seat cannot be provided, or a passenger who has already issued a ticket cannot be provided with a seat during the validity period of the ticket due to failure to fly according to the schedule within a reasonable time, the passenger can be arranged for free on SDA flights with available seats or handled refunds for free of charge, but cannot be changed to the actual flight operated by other airlines.

The class reserved is a C/W/Y ticket. If other air carriers do not have the corresponding class and code when endorsement: it will be processed as an involuntary refund, and another carrier's new ticket will be purchased. If the fare is different: if the fare of other carriers is higher than that of Shandong Airlines, the difference in fare must be filled before the endorsement; if the fare of Shandong Airlines is higher than that of other carriers, new tickets of other carriers can be purchased as involuntary refunds.

(III) Other matters

(1) Duplicate ticketing:

It is necessary to apply for a refund and cancel the reservation more than 12 hours before the flight departure time. Use first-booked and then refund double-booked, after the first-booked ticket is used, the double-booked ticket can be fully refunded.

Duplicate ticketing is one of the following:

A. The names, document numbers, flight numbers, flight segments and flight dates on multiple tickets are the same;

B. The same PNR is issued repeatedly;

(2) The ID number is correct, the passenger's name has the same pronunciation with different characters, the pinyin replaces the Chinese characters, and the shape is close to other situations recognized by Shandong Airlines:

You can re-issue a new ticket that is consistent with the original itinerary (the price difference may need to be paid), and apply for cancellation of the seat on the original ticket. After the trip, you can contact the place where the original ticket was issued to apply for a free refund. When applying for a refund, the original issuer should remark the ticket number information of the new ticket on the RMK comment column of the refund application.

For the reservation of Shandong Airlines and other airlines interline traffic and code-share flights (limited to 324 tickets), due to the limitation of the reservation system, it is not possible to change the information on the original ticket. It is necessary to submit a voluntary refund with the original ticket issuer and buy a new ticket again.

Eighth, Other

The unmentioned matters shall be implemented in accordance with the "General Conditions for Passenger and Baggage Transportation of Shandong Airlines Co., Ltd."