FAQ

Passenger FAQs


Booking Related

※ I cannot find seats for the date I want

Seats may be booked on the official website, the app and in convenience stores up to 360 days from the booking date. (Different rules apply for flights to outlying islands during the lunar New Year or other holidays over 3 days) If your selected flight is displayed as “sold out or not yet available” and it is not part of a 3-day holiday (according to the Civil Aeronautics Administration embargo dates), then it is full.

※ Do booking payments have to be made immediately? Can I only pay with credit cards?

If the booking was made on the official website, app or in convenience stores, payment must be made immediately. Payment may be made with credit cards or LINE Pay on the official website and the app. Convenience stores (ibon and Famiport) accept credit cards and cash. If the booking was made through our customer service, you will receive a booking number. Go to the official website or the convenience stores to “purchase after reservation.” Please mind the issuance date provided by our customer service or your reservation might be canceled.

※ How can I book tickets for a group of more than 4?

Our official website、APP or convenience stores(7-ELEVEN and FamilyMart) accept a maximum of 4 passengers (excluded infant) for each booking. For more than 4 passengers, please make multiple bookings or feel free to contact our customer service hotline at 886-2-412-8008.

※ I booked the wrong date/flight, how can I change it?

You may adjust your itinerary at http://bit.ly/2aOXhYW. However, this online feature is unavailable for date/flight-limited tickets, tickets with more than 2 stopovers (i.e. mini-three-links) or unissued bookings.
You may contact the customer service at 412-8008 (dial 02 before the number if you are using a cell phone) or send booking details and requirements to our service inbox at service@mandarin-airlines.com. Our customer service will process the booking for you.

※ My itinerary was canceled, what is the processing fee for a refund?

You may apply for refunds at http://bit.ly/29ymgzH. Processing fees vary according to the ticket type you purchased.
“Year Ticket”(including full-fare tickets, children’s tickets, senior tickets, outlying islands citizen tickets, etc.) Refund processing fee is 10%. “Promotion 1” Refund processing fee is 25% before take-off and 50% after. “Promotion 2” Refund processing fee is 25% before take-off. The ticket is voided after take-off, no refunds will be provided.

◎If your flight was canceled due to weather or other force majeure unrelated to the passenger, please fill in the reason in the “no processing fee” column. After approval by our customer service , you will receive your refund with no processing fee deducted.

Should you have any questions, please contact the customer service at 412-8008 (dial 02 before the number if you are using a cell phone) or send booking details and requirements to our service inbox at service@mandarin-airlines.com. Our customer service will process the booking for you.


Baggage Related

※ What is the weight limit for checked baggage? What is the fee for baggage exceeding the weight limit?

Domestic - Each passenger has a free 10-kilogram checked baggage quota for domestic flights, including babies. Fees for overweight baggage vary according to flights routes, from TWD $11-$17 per kilogram (Please visit http://bit.ly/2hWKvpo ) for details). International - From 2016/7/15, each international passenger has a free checked baggage quota of up to 30 kilograms for economy class, 35 kilograms for premium economy class and 40 kilograms for business class. Overweight baggage fees are USD $6 per kilogram for Taiwan to Mainland China/Hong Kong/Okinawa/Seoul (fees are subject to small changes according to exchange rates).

【Reminder: For both domestic and international routes, it is advised that you keep your checked baggage under 32 kilograms to prevent injuries to luggage personnel.】

※ Can I carry sunscreen sprays and other bottled cosmetics?

Domestic - Liquids, gels and sprays for usage on the human body may all be placed in both carry-on and checked baggage. However, the contents of a single bottle must not exceed 500ML while the total contents must not exceed 2000ML.
International - Liquids, gels and sprays tightly sealed and not exceeding 100ML per bottle (according to volume of bottle) may be placed in carry-on baggage. These containers must be sealed in zip-lock plastic bags of no more than 1L. Each passenger may only carry one bag. The limit for checked baggage is 500ML or less per bottle, with the total contents not exceeding 2000ML.

※ Where should portable chargers, laptops, cameras, lighters and selfie sticks be placed?

Portable chargers」may only be placed in carry-on baggage.
Laptops」and「cameras」not exceeding 160WH may be placed in carry-on baggage. If you need to place them in checked baggage, the devices must be turned off and sealed properly in case they turn on accidentally.
Spare lithium batteries」may only be placed in carry-on baggage. They must also be wrapped separately and kept out of contact with one another.
Lighters」may only be placed in carry-on baggage. The limit is one per passenger. Wind-proof lighters are strictly forbidden.
Selfie sticks」及「tripods」shorter than 60cm after collapse may be placed in carry-on baggage, otherwise they must be placed in checked baggage.

※ Can my cat or dog accompany me on my flight?

We don’t allow animals to accompany with passengers on all B-738 flights.

Domestic - Only guide dogs may enter passenger cabins. Other pets may only travel as checked baggage. If the total weight of the animal and the cage is less than 10kg, it is treated as 10kg. If it exceeds 10kg, actual weight applies. Please prepare a safe and secure cage without food or water. The cage must also include a base for catching droppings in case they fall out.

International - ─International – We do not offer pet transportation service for international flights due to cabin temperature adjustment reasons (this service is only available on some 333 models). Please confirm the airplane model of your flight with China Airlines

※ Can bicycles be transported as checked baggage? What are the fees?

Domestic - ─Bicycles may be transported as checked baggage. Please inform the customer service agent that you wish to check bicycles when booking. Passengers are responsible for packaging the bicycle, protection of sharp points and deflation. Fill in the dimensions of your packed bicycle athttp://bit.ly/2j9ZCNu o determine whether it may be transported (Y-Yes N-No). Due to other cargo hold factors, whether your bicycle can be transported will be determined on-site by our ground personnel. Fees for regular checked baggage apply. Extra fees for bicycles exceeding 10 kilograms are calculated according to different flight routes.

International - ─If the length + width + height of the baggage is within 158cm (62 inches), it is free of charge; if the number is between 158cm (62 inches) and 203cm (80 inches), an extra fee is applied. If the weight exceeds the limit, extra fees must also be paid according to kilogram. For details please visit http://bit.ly/2aMFlgG.

※ I left my belongings on the airplane or at the boarding gate, what can I do?

Please call the airport service number to inquire. If it was lost on the plane, please call the service number of the airport you arrived at.
Songshan 02-2514-2077
Taichung 04-2615-5080
Kinmen 082-371-122
Magong 06-922-8692
Kaohsiung 07-805-7901
Hualien 03-821-0500
Taitung 089-362-676


【Check-in Related】

※ How much earlier do I need to arrive at the counter for check-in?

Domestic - ─We start to provide check-in approximately 1 hour before take-off. Please check-in at the counter no later than 30 minutes before take-off. If you have special requirements (such as baggage that needs to take up seats, wheelchairs, hearing/visual disabilities, senior passengers or children that require a personnel escort to the boarding gate), please check-in 1 hour before take-off.All other domestic routes offer online check-in 24 hours-1 hour before take-off at http://bit.ly/2aS5fh2After online check-in, you must still pick up your boarding pass 20 minutes before take-off.

International - ─We start to provide check-in approximately 2-2.5 hours before take-off. If you have special requirements (such as baggage that needs to take up seats, wheelchairs, hearing/visual disabilities, senior passengers or children that require a personnel escort to the boarding gate), please check-in 2 hours before take-off. All international routes offer online check-in 24 hours-1.5 hours before take-off athttp://bit.ly/2az00kK.After online check-in, you must still pick up your boarding pass 1 hour before take-off.

※ What documents must be presented at check-in?

Domestic - ─Adults may present government-issued national identification cards, NHI IC cards, driver’s licenses or other id documents with a photograph. If you are an outlying islands citizen ticket user, please present your national identification card or household registry at check-in.
Children under the age of 14 without government-issued id documents with a photograph may present household registries, NHI IC cards or other substitutes.

International - ─You must be a passport holder to travel to other countries, some even require your passport to be valid for a designated length of time. In addition, visas, travel documents and entry permits must also meet the requirements of the country you are traveling to. Without these documents you will be unable to arrive at your destination or even deported.

※ I am pregnant, can I still take an airplane?

Domestic - ─Mothers pregnant for less than 32 weeks are treated as regular passengers. Mothers pregnant for over 8 months (32-36 weeks) must present a doctor-issued “Medical Information Sheet",one week prior to take-off. The words “expecting” and “suitable for travel” must be marked clearly on the information sheet. A “disclosure statement" must be signed by the pregnant mother or her spouse upon check-in.
We do not accept mothers pregnant for over 36 weeks.

International - ─Mothers pregnant for 32-36 weeks and 6 days must present the following documents issued by a qualified gynecologist within 7 days of take-off:

  1. (a) Filled-out"Medical Information Sheet"
  2. (b) "Agreement Form"
  3. (c) Diagnosis (including weeks, number of babies, expected date of delivery and health condition)
  4. (d) These forms must be provided to our booking center within 48 hours contact-us. The mother may only board the flight upon receiving approval from our medical staff.

Mothers pregnant for 28-31 weeks and 6 days carrying multiple babies may board flights after completing the process above.
Mothers pregnant for 28-35 weeks and 6 days carrying only one baby may board flights after completing the process above.
For the mother’s own safety, we do not accept single-birth pregnancies over 36 weeks or multiple-birth pregnancies over 32 weeks.

※ What if I was not the one who purchased the tickets or I cannot present the credit card I purchased the tickets with?

Domestic - ─Please download and fill out the following form. If the card holder is not the passenger, the card holder must personally sign as the “declarer.” The passenger must present this form at the counter for confirmation when checking in. (Multiple passengers using the same booking number may share the one form, but please print out another copy on the return trip)

International - ─Please download and fill out the following formform,and present it at the counter for confirmation when checking in.


【In-Flight Related】

※ May I use my cell phone or laptop during the flight?

After the cabin doors are sealed, passengers are allowed to use any cell phone, digital camera, tablet or other personal electronic device less than 1 kilogram for the duration of the flight by switching to “Airplane Mode” and turning off “Wi-Fi” and “Voicemail.”)
Laptops may only be used once the airplane reaches a height 10,000 feet. (Laptops and electronic devices over 1 kilogram are forbidden for the entire duration of the Taichung-Magong route) Airplane Mode may only be switched off, the internet and voicemail switched on after the cabin crew landing announcement.

※ May I bring my own baby carriage and wheelchair on the flight?

Baby carriages and wheelchairs may not be brought into the passenger cabin. You may transport your carriage (wheelchair) as checked baggage when checking in, then use a wheelchair supplied by the airports. You may also choose to give the carriage to ground personnel when boarding to transport it as checked baggage. Checked wheelchairs will be prepared for you upon landing; as for baby carriages, you may elect to pick it up at the cabin door upon landing or at the regular checked baggage pickup.

※ May I choose seats at the emergency doors (Row 12)?

To ensure passengers in these seats conform with civil aeronautics regulations, these seats will be arranged by counter personnel before take-off.
Passengers seated at emergency doors must be “over 15 years of age, possess no visual/hearing disabilities, possess enough stamina, strength and mobility to assist cabin crew with machine operation or passenger evacuation. They also cannot be the dependents of other passengers.”
If you are unable or unwilling to provide such assistance, please inform counter personnel and your seat will be changed.

※ Are meals served on flights?

Domestic - ─ A variety of drinks are served on all domestic routes.

International - ─Various hot meals are prepared for international routes according to route type and flight length. The menu is updated each month. We also offer a large selection of specialty meals for passengers to choose from.


【Other】

※ Is Mandarin Airlines hiring cabin crew/ground personnel?

Our hiring information are posted at About Mandarin Airlines>Hiring>Current Openings. Or you may join our Facebook page to receive the latest information.

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