I. First-class Services
1. Can I lie flat (180°) on the first-class seat?
At present, some aircrafts of Shenzhen Airlines are equipped with 180° recliners in first class cabin with no route restriction. If you want to know whether the flight you will take is equipped with 180° recliners, you can call 95361 and ask the human service staff to inquire for you.
2. How many rows of first-class seats does the flight of Shenzhen Airlines have? How many seats per row?
There are two or three rows of first-class seats on the flight of Shenzhen Airlines, and each row has four seats, with every two seats adjacent with each other, respectively the window seat and the aisle seat.
3. Which flights of Shenzhen Airlines have been equipped with the first-class seats that can be adjusted to 135°?
At present, except the flights that have been equipped with the 180° recliners in the first-class cabin, all other flights are equipped with seats that can be adjusted to 135° in the first-class cabin.
4. What are the differences between first-class seat and economy-class seat?
From ground service to flight service, the first-class seat is more comfortable and convenient than economy-class seat, and the meals for first-class passengers are more diversified.
5. What better services can first-class passengers enjoy?
On the ground, the first-class passengers can go to their exclusive counters and security check channels for handling the check-in procedure, which are more quick and convenient; enjoy their exclusive lounge, which has more comfortable environment; enjoy the priority boarding service, and other priority rights when the flight is in abnormal state. On the plane, the first-class space is larger, the first-class seat is more comfortable, and there is first-class toilet exclusively for first-class passengers. In addition, the in-flight meals for first-class passengers are more diversified.
6. Whether the first-class passengers could enjoy the VIP shuttle bus service?
Yes, the first-class passengers could enjoy the VIP shuttle bus service.
7. Does the first-class cabin provide cosmetics, brushing utensil, etc.?
Sorry, we don't provide such service at the moment.
8. Does the first-class cabin provide Wi-Fi service?
At present, only the flights between Shenzhen and Beijing provide the WIFI service, i.e. the cloud trip service launched by Shenzhen Airlines.
9. Does the first-class cabin have exclusive toilet?
10. Does the first-class passengers booking at special price and those booking at regular price enjoy the same service?
The ground service and Flight Services are the same, but the passengers booking at special price could not enjoy the first-class meal ordering service provided on the official website.
II. Flight Catering
1. Is there anything to eat on the plane?
We shall provide you with drinks and snacks on flights of Shenzhen Airlines, and if it is during meal time, we shall selectively provide some hot meals.
2. How long after taking off can I enjoy the catering service?
According to the security provisions of civil aviation administration, flight crew should not provide any service within 20 minutes after taking off and within 30 minutes before landing. Our flight crew will provide you with catering service 20 minutes after the plane took off and when the safety belt lamps are out.
3. What should I do if I have a special dietary habit?
In order to meet your dietary habits, you could book special meals (we could provide vegetarian meals, child meals, baby meals, etc.) 24 hours (inclusive) before flight departure. In order to ensure that you could receive the service of special meals, please file an application for meal ordering when purchasing your ticket or by calling the customer service hotline of Shenzhen Airlines 95361 after the purchase of ticket. (The on-board provision shall be subject to the meal in kind)
3. Do you provide fruits on the plane?
Some flights would provide fruits, and the specific in-flight distribution should prevail. If you have any special dietary requirement, we suggest that you apply for fruit meal when purchasing the ticket.
4. Do you provide ice cream on the plane?
Sorry, at present we don't provide ice cream on the plane.
5. Do you provide any alcoholic beverage on the plane?
Sorry, at present we don't provide any alcoholic beverage on the plane.
6. Do you charge for the snacks provided on the plane?
The snacks provided on the plane are for free, but the quantity would be limited.
7. Do you provide boiled water on the plane?
We shall provide boiled water on the plane. In case of any needs during the flight, please contact the flight attendants.
8. Can I eat durian-flavored food on the plane?
Sorry, in order not to influence other passengers, at present it is not allowed to take durian, jackfruit and the similar fruits with special smell on the plane.
III. Seats on the Plane
1. Where is the emergency exit?
As the layout of each aircraft type is different, the location of emergency exit could not be confirmed at the moment, so we suggest that you confirm with the check-in staff at the airport on the day of flight.
2. What are the requirements for taking the emergency exit seat?
If you sit by the emergency exit, when there is an emergency, you should open the exit, and assist the flight crew. Therefore, if you require to take the emergency exit seat, the check-in staff will make a judgment according to your conditions when you arrive at the check-in counter on the day of flight, and the actual handling on the scene should prevail.
3. What type of aircraft Shenzhen Airlines would generally adopt? How many seats would the aircraft have?
In general, Shenzhen Airlines adopts Boeing-737/8 and Airbus A320/A319, which are both medium-sized aircrafts, and have about 160 seats.
4. How are the seats divided?
In general, the flights of Shenzhen Airlines adopt single aisle. In the first class cabin, there are two or three rows of seats, and each row has four seats, with every two seats adjacent with each other, respectively the window seat and the aisle seat; in the economy class cabin, there are 6 seats per row.
5. Does the seat has anything to do with discount?
The discount rate of ticket has nothing to do with seat, if there is any need, you could handle the check-in procedure in advance by logging in our official website, or arrive at the airport early on the day of flight to handle the check-in procedure, and the on-site handling result shall prevail.
6. Can the accompanying persons have adjacent seats?
If the accompanying persons want to confirm whether their seats are adjacent, we suggest that they handle the check-in procedure and choose the seats in advance by logging in our official website; or arrive at the scene on the day of flight to consult the staff, the on-site handling results shall prevail.
7. Can the back of seat be adjusted?
Except the emergency exit seats and the last row of seats, all other seats can be adjusted.
8. Are the seats fixed?
The seats on the plane are fixed, and cannot be changed optionally. If there is any need, we suggest that you contact the flight crew after boarding, and handle it on site.
9. If I'm overweight, can I apply for an extra seat?
If needing to occupy two seats due to overweight, you should apply for extra seat occupying for comfort service. To this end, you need to handle the extra seat occupying for comfort service procedure and pay additional fees at a ticket office designated by Shenzhen Airlines.
10. If I need to carry a lot of documents, can I apply for an extra seat?
You can apply for an extra seat. If there is any need, you should handle at a ticket office designated by Shenzhen Airlines.
11. How to apply for extra seat occupying for comfort service?
If there is any need, please handle the corresponding procedure at a ticket office designated by Shenzhen Airlines.
12. Can I book my ticket by telephone if I need an extra seat for my musical instrument?
Sorry, 95361 is only for the purpose of consultation. If you need to apply for such service, please handle at a ticket office designated by Shenzhen Airlines.
13. Do you have any requirement for the volume of seat baggage?
The total weight of seat baggage should not exceed 75KG, and its length, width, height should not exceed 100CM, 60CM, 40CM respectively.
IV. Flight Security
1. Can I use portable power source on the plane?
Sorry, the use of portable power source / charge pal during the flight is forbidden.
2. Can I use my telephone after the plane took off?
It is forbidden to use telephone (including the telephone in flight mode) throughout the flight.
3. Can I take pictures on the plane?
Photographing would disturb the communication and navigation systems of the plane, please turn off all your electronic equipment when the plane is taking off or landing. You can use the electronic equipment normally when the plane is cruising.
4. Can I use MP3/MP4/ipad or laptop on the plane?
In order not to disturb the communication and navigation systems of the plane, please turn off all your electronic equipment when the plane is taking off or landing. You can use the electronic equipment normally when the plane is cruising.
5. Can I walk about in the plane?
Passengers are not allowed to walk about in the cabin when the plane is taking off or landing, until the plane is in smooth flight stage or is notified by the flight crew that walk around is allowed.
6. What should I do if I feel discomfort on the plane?
If you feel discomfort after boarding, please contact the flight crew immediately for help.
7. Can I smoke on the plane?
In order to guarantee the flight security, it is forbidden to smoke on any flights of Shenzhen Airlines.
8. Can I get off the plane in case of an urgency after the cabin doors are closed?
Please consult directly the flight crew, and follow the reply of the flight crew.
9. What should we do in case of any emergency on the plane?
In case of an emergency, please keep calm, and follow the direction and arrangement of the on-site staff.
10. Where can I get the flight security knowledge instructions?
We shall remind you in details the security stipulations that need to be followed in the passenger address, or broadcast the security instructions video, so as to guarantee your self-security during flight. All planes of Shenzhen Airlines are provided with "Safety Information Card for Passengers" corresponding to the aircraft type and with graphic interpretation. These cards are placed in the pockets behind the seats in front of you, please read as early as possible after boarding.
11. Can I open the window of the plane?
Sorry, for concerns about safety, the windows of the plane cannot be opened.
12. When can I use the toilet?
You can use the toilet when the plane is waiting on the ground (before taxiing out); after taking off, you can use the toilet after the safety belt lamp overhead is out and 30 minutes before landing; when it is a bit bumpy and the safety belt lamp overhead is on, it is prohibited to use the toilet.
V. On-board Equipment
1. Is the plane is equipped with escape equipment like parachutes / oxygen masks, etc. Where are they located?
(1) The plane is not equipped with parachutes, because the plane is flying at high altitude and high speed, and it is different from general skydiving, even though there is an accident, it is impossible to open the cabin door for the passengers to parachute.
(2) The oxygen mask is right above each seat, in case of an emergency, it would pop up on its own. The flight crew will also teach you how to use the oxygen mask on the plane.
2. Can I take the blanket away from the plane? Will they be replaced regularly?
The on-board blankets are exclusively used in the plane, and could be neither taken away nor sold. The blankets have fireproofing function, and could pass corresponding quarantine and inspection. Meanwhile, we would clean and sterilize the blankets regularly, please feel relieved to use.
3. Is there any mother and baby seat on the plane?
Sorry, at present there isn't any mother and baby seat on the plane.
4. Can I take the magazines away from the plane?
We shall update the magazines on the plane, and they could be neither sold nor taken away.
5. Besides magazines, is there any newspaper provided on the plane?
We shall provide newspapers to first-class and high-end passengers, if you need, please consult the flight crew.
6. Is there any doctor or drug provided on the plane?
At present we don't have any doctor on board, but provide first-aid kit and basic nursing care service. If you feel uncomfortable, please immediately contact the flight crew.
VI. Special Flight Services
1. What special services are provided on the flights of Shenzhen Airlines?
(1) In-fight yoga and sign language exercise;
(2) Rest card prompt service
2. Is there Wi-Fi service provided on the plane? Does every flight provide such service?
Shenzhen Airlines has opened the "Cloud Trip" cabin entertainment platform, passengers could extend the functions (chat room, film and television, music, news, etc.) commonly seen on the ground to the air via such system, which requires the passengers to connect the WIFI and access the on-board server with tablet PC, laptop and other terminal devices. At present, Shenzhen Airlines has launched all the Boeing 737-900 aircrafts (B-5103, B-5109) which could provide such platform service in the flights to and from Shenzhen and Beijing, with about 8 flights each day.
3. Is there any performance by flight crew during the flight?
According to the route and time requirements, on holidays or on some specific flights, the flight crew would host the "Happy Trip" program for you, lead passengers to play guessing games and other games, to perform together, engage in interactive entertainments with passengers and make the atmosphere active. What's more, you could also obtain an exquisite gift by participating in our activities.
4. Is there any in-flight body building exercise?
On some flights with over 2 hours flight time, we will lead the passengers to do body building exercise, in order to eliminate the fatigue due to long flight.
5. Can I make a proposal or celebrate the birthday of my friend on the plane?
Sorry, at present Shenzhen Airlines doesn't have corresponding service procedure. We suggest you to negotiate with the flight crew.
6. Is there any small gift for passenger's birthday?
If it happens to your birthday on the flight day, we will prepare a beautiful card for you, and best wishes to you in the air.
7. Are there slippers on the plane?
Sorry, at present only the first class cabin provide slippers, and the economy class cabin shall not provide.
8. During the sleep time, is there an eye mask provided to the long-haul passenger?
Sorry, we don't provide such service at present.
9. Can I upgrade my cabin after boarding?
At present, we have launched a new IPAD upgrade system, which could realize on-board cabin upgrading, and there are several on-board payment methods available (such as by credit card, by scanning QR Code through WeChat, and by cash) . The price will vary with your discount, and should be subject to the on-board upgrading price with IPAD system on the same day.
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