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1 海南航空品牌手册封面 pdf 1 16/5/23 下午6:10 C M Y CM LTD MY CY CMY K 热线电话 Hotline 官方网站 Website: /

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3 目录 CONTENTS 01 发展历程及公司概况 HISTORY AND COMPANY PROFILE 海南航空概览 Overview of Hainan Airlines 海南航空发展历程 History of Hainan Airlines 海南航空发展现状 Current Status of Hainan Airlines 海南航空机队构成 Hainan Airlines Fleet 海南航空国际 / 国内航线图 Hainan Airlines International/Domestic Routes 03 安全管理 SAFETY MANAGEMENT 02 五星服务 FIVE-STAR SERVICES 海南航空地面服务 Hainan Airlines Ground Services 海南航空空中服务 Hainan Airlines In-Flight Services 海南航空电子商务 Hainan Airlines E-Commerce 04 品牌形象 BRAND IMAGE 海南航空品牌宣言 Hainan Airlines Brand Mottos 海南航空五星传奇 Hainan Airlines Honors 05 社会责任 SOCIAL RESPONSIBILITIES CSR 理念 Philosophy of Our CSR 发展目标 Development Goals 公益慈善活动 Public Welfare Activities 06 发展愿景 DEVELOPMENT VISION 海南航空安全运营 Hainan Airlines Safe Operations 海南航空人员与设备 Hainan Airlines Staff and Equipment

4 发展历程及公司概况 HISTORY AND COMPANY PROFILE

5 发展历程及公司概况 History and company profile 海南航空概览 OVERVIEW of Hainan Airlines 海南航空股份有限公司 ( 以下简称海南航空 ) 于 1993 年 1 月成立, 起步于中国最大的经济特区海南省, 致力于为旅客提供全方位无缝隙的航空服务 海南航空传承 东方待客之道, 倡导 以客为尊 的服务精神, 遵循 SMILE 服务准则, 传递 相伴相惜, 梦享飞行 品牌理念, 彰显 东方之美 的国际化新品牌形象, 立志成为中华民族的世界级卓越航空企业和航空品牌 Hainan Airlines Co., Ltd. (hereafter referred to as "Hainan Airlines") was founded in January, 1993 in Hainan Province, the largest special economy zone in China. As one of the fastest developing airlines in China, Hainan Airlines is committed to providing passengers with holistic, seamless and high-quality service. With their Oriental Hospitality, Hainan Airlines emphasizes customer orientated services, follows SMILE service guideline, delivers brand concept of Fly Your Dreams, presents new international brand image of Oriental Beauty, aspires to be world-class airline company and make prominent airline brand of China

6 发展历程及公司概况 History and company profile 2017 海南航空发展历程 History of Hainan Airlines 海南航空荣评 JACDEC 全球最安全航空 3 强 January 2017 listed as one of world's Top3 airlines by JACDEC 1994 培养出第一名机长苏吉龙 Trained our first captain, Su Jilong 1998 引进中国和亚太地区首架波音 B 飞机 Imported the first Boeing in China and Asia-Pacific region 1999 海南航空 A 股在上海证券交易所正式挂牌交易 Hainan Airlines officially began trading A shares on the Shanghai Stock Exchange 2004 开通第一条洲际航线北京 - 布达佩斯 Opened our first intercontinental route from Beijing to Budapest 2007 引进第一架空客 A 飞机 Imported our first A 中国内地首家 SKYTRAX 四星航空公司 Rated by SKYTRAX as the first 4-Star airline in China 海航首航, 海口至北京正式开航运营 Hainan Airlines first flight. The first official flight from Haikou to Beijing 1997 由海南省航空公司更名为海南航空股份有限公司 Name changed from Hainan Provincial Airlines Co., Ltd. to Hainan Airlines Co., Ltd 引进第一架双通道宽体客机波音 B767 豪华客机 Imported our first twin-aisled wide-bodied B767 luxury airliner 海南航空连续六年荣获 SKYTRAX 全球五星航空公司称号 Hainan Airline has been awarded a SKYTRAX World 5-star airline for six consecutive years 2015 荣获中国民航局颁发的飞行安全五星奖 Awarded Flight Safety 5-Star Award by CAAC 2015 海南航空连续第五次蝉联 SKYTRAX 五星航空公司称号 Rated by SKYTRAX for a fifth time as a 5-Star Airline 2013 海南航空荣获 WTA 世界最佳经济舱奖 Rated by WTA for the World s Leading Airline Economy Class 2016 海南航空荣获 WTA 世界最佳商务舱 世界最佳机上娱乐 世界最佳空服人员 世界最佳客舱服务奖四项大奖 Awarded World's Leading Airline - Business Class, World's Leading Airline Inflight Entertainment, World's Leading Cabin Crew, World's Leading Excellence Inflight Service by World Travel Awards 2015 海南航空荣获 WTA 世界最佳商务舱 世界最佳客舱服务奖两项大奖 Awarded World s leading Airline-Business Class, World s Leading Excellence Inflight Service by World Travel Awards 2014 海南航空荣获 WTA 世界最佳商务舱奖 Rated by WTA for World s Leading Airline Business Class 2014 海南航空第四次蝉联 SKYTRAX 五星航空公司称号 Rated by SKYTRAX for a fourth time as a 5-Star Airline 2013 第三次蝉联 SKYTRAX 五星航空公司称号 Rated by SKYTRAX for a third time as a 5-Star Airline 2012 蝉联 SKYTRAX 五星航空公司称号 Rated by SKYTRAX for a second time as a 5-Star Airline 中国内地首家 SKYTRAX 五星航空公司 Rated by SKYTRAX as a 5-Star Airline LOGO 演变 05 06

7 BOEING 发展历程及公司概况 History and company profile 海南航空发展现状 CURRENT STATUS of Hainan Airlines 1993 年至今, 在以海口为主基地的基础上, 先后建立了北京 西安 太原 乌鲁木齐 广州 大连 深圳 三亚 杭州 长沙十个航空营运基地 / 分公司 航线网络遍布中国, 覆盖亚洲, 辐射欧洲 北美洲 大洋洲, 开通了 海南航空机队构成 Hainan Airlines Fleet 国内外航线 1000 余条, 通航城市近 100 个 自开航以来, 连续安全运营 24 年, 累计安全飞行超过 560 万小时, 保持了良好安全记录 2016 年, 公司实现主营业务收入 亿元, 其中航空客运收入 亿元, 年运输旅客 4,702 万人次 截至 2016 年 12 月, 总资产超过 1481 亿元, 员工 1 万余人 波音系列 Since 1993, in addition to its main hub Haikou, Hainan Airlines has established 10 bases/branch companies located in Beijing, Xi'an, Taiyuan, Urumqi, Guangzhou, Dalian, Shenzhen, Sanya,Hangzhou and Changsha. B-0000 Hainan Airlines B787 Our extensive network routes cover China, Asia, and extend to Europe, North America and Oceania, with more than 1000 domestic and international routes flying to almost 100 cities worldwide. Since its beginning, Hainan Airlines has seen 24 years of safe operations and has accumulated over 5.6 million hours of safe flights maintaining an outstanding safety record. In 2016, the company's revenue from major business has reached billion, including transport revenue billion with passengers over 47million. By December 2016, the company's asset exceeds 148 billion in total and staff number over 10,000. B B 空中客车系列 A /300 海航拥有波音 系列和空客 330 系列为主的年轻豪华机队, 截至 2016 年 12 月, 共运营飞机 238 架, 适用于客运和货运飞行, 为旅客打造拥有独立空间的宽敞舒适的全新商务舱 Hainan Airlines fleet is mainly comprised of Boeing 737s and 787s, and Airbus 330s. As of December 2016, Hainan Airlines has 238 aircrafts in operation, which are used for both passenger and cargo transportation, and provide passengers with individual and a spacious new business class

8 发展历程及公司概况 History and company profile 黑河 Heihe 满洲里 Manzhouli 海拉尔 Hailar 齐齐哈尔 Tsitsihar 哈尔滨 Harbin 佳木斯 Jiamusi 乌鲁木齐 Urumqi 通辽 Tongliao 牡丹江 Mudanjiang 喀什 Kashi 阿克苏 Aqsu 库尔勒 Korla 包头 Baotou 乌海 Wuhai 呼和浩特 锦州 Jinzhou Hohhot 北京 Beijing 唐山 Tangshan 长春 Changchun 沈阳 Shenyang Hainan Airlines DOMESTIC & REGIONAL ROUTES 海南航空国内航线图 多个通航城市 余条国内外航线 10 大营运基 / 分公司地 大连 Dalian 大同 Datong 天津 Tianjing 银川 Yinchuan 济南 Jinan 太原 Taiyuan 东营 Dongying 西宁 Xining 延安 Yan`an 潍坊 Weifang 青岛 Qingdao 长治 Changzhi 郑州 Zhengzhou 临沂 Linyi 运城 Yuncheng 兰州 Lanzhou 泰安 Taian 西安 Xi'an 阜阳 Fuyang 淮安 huai'an 扬州 Yangzhou 九寨 Jiuzhai 襄阳 Xiangyang 泰州 Taizhou 合肥 Heifei 南京 Nanjing 上海 Shanghai 成都 Chengdu 杭州 Hangzhou 武汉 Wuhan 九江 Jiujiang 宁波 Ningbo 宜昌 Yichang 南昌 Nanchang 重庆 Chongqing 长沙 Changsha 怀化 Huaihua 武夷山 Wuyishan 温州 Wenzhou 贵阳 Guiyang 福州 Fuzhou 昆明 Kunming 桂林 Guilin 厦门 Xiamen 台北 Taibei 南宁 Nanning 深圳 Shenzhen 广州 Guangzhou 香港 Hong Kong Covering nearly 100 cities, more than 1000 domestic and international routes, 10 bases/ branch companies. 海口 Haikou 三亚 Sanya 南海诸岛

9 发展历程及公司概况 History and company profile 曼彻斯特 Manchester Brussels 布鲁塞尔 14 Paris 巴黎 Milan 米兰 Rome 罗马 Khartoum 喀土穆 柏林 Berlin 布拉格 Prague Tel Aviv 特拉维夫 圣彼得堡 St.Petersburg 莫斯科 Moscow Alma-Ata 阿拉木图 伊尔库茨克 Irkutsk 乌鲁木齐 Wulumuqi 北京 Beijing Taiyuan 太原 Xi an 西安东京 Tokyo 成都 Chengdu 上海 Shanghai Chongqing 重庆杭州 Hangzhou 长沙 Changsha Gangzhou 广州深圳 Shenzhen Haikou 海口 Bangkok 曼谷 Calgary 卡尔加里 Seattle 西雅图 San Jose 圣何塞 Los Angeles 洛杉矶 18 Toronto 多伦多 波士顿 13 Boston 纽约 New York 拉斯维加斯芝加哥 Las Vegas Chicago 达拉斯 Houston 菲尼克斯 Phoenix 奥兰多 Orlando 迈阿密 Miami 哥本哈根 Copenhagen 杜塞尔多夫 Dusseldorf 萨尔布吕肯 Saarbruecken 科隆 Cologne 维也纳 Vienna 法兰克福 Frankfurt 卡尔斯鲁厄 Karlsruhe 纽伦堡 Nuremberg 斯图加特 Stuttgart 慕尼黑 Munich 蒙特利尔 Montreal 渥太华 Ottawa 哈利法克斯 Halifax 伦敦 London 苏黎世 Zurich 波兰特 Portland 17 旧金山 San Francisco 18 丹佛 Denver Male 马累 Phuket 普吉 南海诸岛 Destinations of Hainan Airlines Code Share\Transit Destination 注 : 1. 航线信息时有更新, 请以当日查询为准 2. 地图轮廓仅用来展示我司航点, 不涉及实际版图 Note: 1 Flight information is subject to change without prior notice. Please contact us for up-to-date information. 2. The map outline is just for referrence, which cannot refer to the actual territory. Melbourne 墨尔本 悉尼 Sydney 奥克兰 Auckland Hainan Airlines INTERNATIONAL ROUTES MAP 海南航空国际航线图 多个通航城市 余条国内外航线 10 大营运基 / 分公司地 Covering nearly 100 cities, more than 1000 domestic and international routes, 10 bases/ branch companies.

10 五星服务 FIVE-STAR SERVICES

11 五星服务 Five-Star Services Hainan Airlines GROUND SERVICES 海南航空地面服务 豪华车接送 Limo Services 我们为选乘海航欧美航线指定公务舱贵宾旅客, 提供市区和机场间豪华专车接送服务, 专车接送服务现已 覆盖北京 上海 重庆 西安 长沙 成都 广州 杭州 深圳 温州 西雅图 芝加哥 波士顿 圣何塞 洛杉矶 多伦多 柏林 布鲁塞尔 布拉格 圣彼得堡 莫斯科 21 大城市 Complimentary pre-arranged private limo service is provided to business class passengers flying Hainan Airlines between China and Europe or the United States. This service now covers Beijing, Shanghai, Chongqing, Xi an, Changsha, Chengdu, Guangzhou, Hangzhou, Shenzhen, Wenzhou, Seattle, Chicago, Boston, San Jose, Los Angeles, Toronto,Berlin, Brussels, Prague, St. Petersburg, Moscow these 21cities. 快捷值机 Express Check-in 海南航空为头等舱 / 公务舱旅客提供专属值机区域及贵宾登机通道, 享受优先登机服务 头等舱 / 公务舱旅客到港行李优先保障 海南航空国内主运营北京 T1 航站楼 有 30 余个值机柜台及 22 台自助值机设备可供旅客同时值机 T1 航站楼安检口距离最远的登机口步行不超过 5 分钟, 便于旅客通过安检后快速登机 An exclusive check-in area and VIP access passage are provided for first class and business class passengers. First class and business class passengers can enjoy the privilege of boarding and baggage claim. Hainan Airlines primarily operates the T1 Terminal of Beijing Airport. More than 30 check-in counters and 22 self-service check-in machines are offered to customers to check in at the same time. The farthest security check point is barely a five-minute walk from the boarding gates, allowing passengers to quickly board their flights after passing through security

12 五星服务 Five-Star Services 尊享贵宾 VIP lounges 在北京 海口 乌鲁木齐 广州 西安 太原等地, 海航提供装修美观 视野宽阔 安静舒适并有多种工作和娱乐工具的休息室 头等舱 / 商务舱旅客可享受海航专属贵宾休息室服务, 丰富的早点 正餐和点心, 各地独具特色的风味小吃, 数十种中英文报纸杂志, 随心舒适的休闲座椅, 安静私密的按摩空间, 给您旅行增添一份不期而遇的惊喜, 让您候机乐享轻松 VIP passengers are available to access the delicate, wide-field, cosy and multifunctional lounges in Beijing, Haikou, Urumqi, Guangzhou, Xi an Taiyuan and other airports. Delicious breakfast, dinner, snacks from different regions as well as dozens of Chinese and English newspapers and magazines, comfortable chairs, quiet and private message room are available in the VIP lounges for the first class and business class passengers, allowing them to relax and enjoy their cherished experience while waiting for their flights. Hainan Airlines IN-FLIGHT SERVICES 海南航空空中服务 海南航空将 东方之美 的服务理念融入到特色的空中服务中, 从旅客角度出发, 关爱旅客, 用热情周到的东方待 客之道服务于旅客, 为旅客提供高品质的空中体验 Hainan Airlines air service is featured by our service concept of "Oriental Beauty", which, departing from a passenger perspective, offers quality flight experience with caring, warm and thoughtful oriental hospitality. 便捷中转 Transit Lounge 海南航空在部分国内城市到北京到多伦多航线开通了通程值机, 国际中转旅客可享受轻松无负担中转 在北京 西安 海口 上海浦东 重庆等十一个中转站为次日国际国内中转旅客提供免费中转酒店服务, 免除旅客困扰 海航在北京 T1 航站楼二层国内出发厅西侧设有 600 平米免费中转休息室, 随时为海航中转旅客提供及时服务, 休息室中备有小吃及茶点可供旅客享用 Hainan Airlines has provided one-stop check-in from other mainland cities to Beijing to take the PEK-ORD flight so that the international transit passengers can transit easily without any burden. 11 transit lounges in Xi an, Pudong of Shanghai, Chongqing etc. provide free transit hotel service for international and domestic transit passengers. This will make transit passengers free of trouble. Hainan Airlines boasts a transit lounge covering an area of 600 square meters on the second floor of Beijing Airport s T1 terminal, located in the west of the Domestic Departure Hall. This can guarantee the transit passengers be offered in-time service and delicious snacks and drinks

13 五星服务 Five-Star Services 空中特色服务 SPECIAL IN-FLIGHT SERVICES 云端 梦享 Comfort 海航宽体机队主力机型波音 787 空客 330 公务舱提供 180 度平躺座椅, 座椅间距达 74 英寸, 旅客在享受平躺功能的同时, 还能享受很好的私密性 自由出入到通道的便利 更大的储物空间 波音 787, 空客 330 执飞的国际精品航线上为公务舱舱旅客提供居家般的铺床服务, 让长途旅行更加温馨 舒适 The Boeing 787 Dreamliner and the Airbus 330 comprise the majority of Hainan Airlines wide-body fleet. Seats in the business-class cabin recline to a horizontal 180 degrees, with a generous seat pitch of 74 inches. This allows passengers to fully recline to a flat position and enjoy the privileges of good privacy plus easy aisle access. There is ample room for carry-on bags. On the long-haul routes, we offer the turndown service in business class, making the flight warm and comfortable

14 五星服务 Five-Star Services 空中特色服务 SPECIAL IN-FLIGHT SERVICES 云端 乐享 Entertainment B787 A330 客机采用全舱 AVOD 点播系统, 每个座椅配备专属的屏幕 人性化的结构设计, 丰富的节目内容, 带给您 东方韵味, 国际视野 的非凡体验 部分航线 B737 B767 机型全舱配备 Mini-Pad 娱乐设备, 时尚 先进的娱乐体验, 保证您在整个旅途中的移动使用 Boeing 787s and Airbus 330s, in first, business and economy classes, are equipped with self-service AVOD (audio video on demand) system, in which an individual screen is installed at every seat with a multi-lingual interface. On some B737s and B767s, a hand-held entertainment device-hainan Airlines Pad provides every passenger with a high quality entertainment options during the entire flight

15 五星服务 Five-Star Services 空中特色服务 SPECIAL IN-FLIGHT SERVICES 云端 品味 Cuisine 中西合璧美食 Western and Chinese Delicacy 聘请国际知名大厨, 选用上好的新鲜食材, 兼顾国际标准和中华饮食特色, 定期更新包括登机特饮 鸡尾酒 开胃小点 主菜 吧台小吃在内的系列特色产品 丰富旅客选择 : 乘坐海航国际商务舱 ( 柏林 布鲁塞尔 西雅图 多伦多 芝加哥 波士顿 巴黎 罗马等远程国际航线 ), 您可以任享 4 款主菜 7 种红白葡萄酒 12 种茶和 9 种咖啡, 菜品兼顾了中西方旅客的口味需求 Our renowned chefs select fresh, delicious and healthy ingredients to design both Chinese and international onboard delicacies. A variety of special offerings such as boarding drinks, cocktails, appetizers, main courses and bar snacks, are changed periodically. Business class passengers of international flights(for instance: Berlin, Brussels, Seattle, Toronto, Chicago, Boston, Paris, Rome and other long haul routes) can enjoy choices of four entrees, seven types of fine red and white wines, plus champagne, twelve types of tea and even nine different types of coffee. 灵活的餐饮服务 Flexible Catering Service 所有长航线商务舱提供点单和摆桌服务 All Business Class passengers on our long haul flights are offered a la carte service and table setting services. 精选特殊餐食 Special Meal Service 国际 国内的航班上均提供特殊餐食服务, 目前国际航线 国内北京出港的航班可供应按 IATA 标准设计的 21 种特殊餐餐食, 例如素食餐 儿童餐 水果餐 海鲜餐等 All our domestic and international flights provide a range of special meals. At present, international flights and domestic flights departed from Beijing can provide 21 types of special meals made in accordance with IATA standards, including vegetarian, children s, fruit, and seafood meals

16 五星服务 Five-Star Services Hainan Airlines E-COMMERCE 海南航空电子商务 Hainan Airlines E-COMMERCE 海南航空电子商务 销售服务热线 海航 24 小时全国统一服务线 95339, 业务范围涉及航空旅行的全流程, 并提供海航集团旗下住 行 游等一系列服务 一站式服务 拨打 95339, 我们就可以为您完成查询航班 预定餐食 选择机上座 位 办理乘机 酒店预定等一系列一站式服务 Service Hotline: Hainan Airlines nationwide service hotline covers all of our travel services including accommodation, transport and travel services provided by subsidiaries under the Hainan Airlines Group. One stop service By dialing our hotline, you can check flight times, reserve meals, select your seats, check-in, and reserve hotel rooms

17 五星服务 Five-Star Services 海航官方网站 Hainan AirlinesWebsite 通过海南航空官方网站即可轻松享受便捷的一站式旅程服务 在线预订 自助变更 航班动态查询 提前选座 自助值机 会员积分查询 预定特殊餐食等, 一键操作, 快捷办理 在线预订国际机票最高享 10% 价格下浮, 预订国内机票最高享 14% 价格下浮 更有不定期超值特惠等精彩活动 On the website, passengers could make convenient ticket booking, refunds, date changes, seat reservation, special meals reservation, online check-in. Hainan Airlines website offers the latest flight dynamics, the most comprehensive introduction of destinations and up-to-date weather condition. In addition, booking the international flights and domestic flights online, passengers could get special discount. Hainan Airlines E-COMMERCE 海南航空电子商务 移动客户端 移动网站及微服务 Mobile Phone Client, Mobile Web and We-Service 海航已正式推出手机客户端 ipad 版客户端 移动网站 (m.hnair.com) 官方微博 微信公众账号, 可以随时随地方便快捷的完成机票查询 预订 移动支付 航班动态查询 移动值机 金鹏会员积分查询等自助服务 Hainan Airlines launch its mobile-commerce platform, ipad client and Mobile Website (m.hnair.com), Weibo and Weixin Platform. Passengers can check ticket information, book, pay, check flight information, check-in, and check Fortune Wings Club points, etc

18 安全管理 SAFETY MANAGEMENT

19 安全管理 Safety Management Hainan Airlines Safe Operations 海南航空安全运营 RANK AIRLINE CODECS COUNTRY/REGION 1 Cathay Pacific Airways CX,CPA China,Hong-Kong 截止 2016 年, 海南航空连续安全运营 24 年, 累计安全运行超 560 万飞行小时, 荣获中国民航飞行安全五星奖 1993 年开航以来, 多次获得 CAAC 航空安全最高奖 金鹰杯 金鹏杯, 并四次荣评 JACDEC 全球最安全航空公司十强 1999 年通过 IS09001 质量管理体系认证, 编写了一系列质量管理文件, 搭建了符合国际标准的质量管理体系 2005 年通过了国际航空运输协会运行安全审核认证 (IOSA),2015 年以零不符合项通过 E-IOSA 审核认证 ( 增强型国际航空运输协会运行安全审核认证 ), 安全运行管理保持与国际接轨 Til 2016Hainan Airlines has had safe operations for 24 years, with over 5.6 million hours of safe flights, rewarded as CAAC Five-Star Award. Since the first flight in 1993Hainan Airlines has won the highest CAAC aviation safety award, the Golden Eagle Cup for many years and has been listed as one of JACDEC (Jet Airliner Crash Data Evaluation Centre) the World s top 10 safest airlines four times. In 1999, Hainan Airlines received ISO9001 quality control certification and composed a series of quality control documents, creating a quality control system that conforms to international standards. In 2005, Hainan Airlines passed the IATA Operational Safety Audit (IOSA)and passed Enhanced IATA Operational Safety AuditE-IOSAin 2015ensuring that safety standards met international levels. 2 Air New Zealand NZ,ANZ New Zealand 3 Hainan Airlines HU,CHH China 4 Qatar Airways QR,QTR Qatar 5 KLM KL,KLM Netherlands 6 EVA Air BR,EVA China,Taiwan 7 Emirates EK,UAE UAE 8 Etihad Airways EY,ETD United Arab Emirates 9 QANTAS QF QFA Australia Hainan Airlines Staff and Equipment 海南航空人员与设备 10 Japan Airlines JL,JAL Japan 海南航空拥有飞行员总人数 1928 人现有飞行模拟机共四台 :B738 机型全动模拟机两台 B733 机型一台 B738 机型固模一台, 主要满足飞行员的改装 复训 转升等训练需求, 提升飞行安全和运行品质 Hainan Airlines has 1928 pilots and four training aircrafts - two B738 auto simulators, one B733 and one B738 model - for purposes of remodeling, re-training and lifting that improve the quality and safety of each flight

20 品牌形象 BRAND IMAGE

21 品牌形象 Brand Image 海南航空品牌宣言 Hainan Airlines Brand Mottos 相伴相惜梦享飞行 Fly Your Dreams 万里长空陌生的人因不同目的地, 在云端相遇这本身就是缘分, 更是奇迹天空, 不应只是我们匆匆而过的路途也可以成为我们共渡快乐的记忆海南航空珍惜每一次相逢的缘分关注每一个细节, 用心每一分一秒让服务细致入微, 超越你的期待成为彼此珍惜的美好记忆 In the vast skies, strangers pass in the air as they head for different destinations. This is fate, and at the same time a miracle. The skies should not just be a route we pass through hurriedly, but should be somewhere we all create enjoyable memories. Hainan Airlines; cherish every encounter, pay attention to every detail, remain constantly diligent. Our outstanding service will exceed your every expectation, creating a memory both you and us will cherish

22 品牌形象 Brand Image 海南航空五星传奇 HAINAN AIRLINES HONORS 连续十年, 获得旅客话民航优质奖 Won the Customer Excellence Award 10 years in a row 2009 年 9 月荣获中央电视台央视网 CCTV60 年 60 品牌荣誉称号 September 2009 Won the CCTV 60 years-60 Brands award 2009 年 12 月 SKYTRAX 评为中国内地首家四星级航空公司 December 2009 Named as China s first 4-star airline by Skytrax 2011 年 1 月 荣膺全球 SKYTRAX 五星级航空公司, 成为中国评级最高的航空公司 January 2011 Awarded the title of Skytrax five-star airline and became the highest rated airline in China 2011 年 12 月 荣获国际著名商旅杂志 Global Traveler 读者评选的中国最佳航空公司 December 2011 Named as Best Airline in China, in the 8th Annual GT Tested Reader Survey Awards conducted by Global Traveler Magazine 2011 年 12 月 以品牌价值 4.27 亿美元首次入榜 BRANDZ 最具价值中国品牌 50 强 December 2011 With brand equity of 427 million US dollars, was selected as one of the BrandZ Top 50 Most Valuable Chinese Brands 2012 年 1 月德国专业航空杂志 AERO International 公布了全球最安全航空公司榜单, 海南航空排名第 5 January 2012 Ranked 5 th in the list of Best Airlines for Aviation Safety by Aero International - a Germany Airline Magazine 2012 年 3 月 蝉联 SKYTRAX 五星航空公司 March 2012 Once again awarded the title of Skytrax five-star airline 2012 年 3 月蝉联 SKYTRAX 中国最佳航空公司和中国地区卓越服务两项大奖 March 2012 Once again awarded Best Airline in China and Best Staff Service in China by Skytrax 2012 年 12 月蝉联 BRANDZ 最具价值中国品牌 50 强 December 2012 Once again named as one of BrandZ Top 50 Most Valuable Chinese Brands 2013 年 4 月第三次蝉联 SKYTRAX 五星航空公司称号 April 2013 Once again awarded the title of SKYTRAX five-star airline for a third time 2015 年 12 月海南航空荣获 2015 年度世界旅游大奖世界最佳商务舱 世界最佳客舱服务奖两项大奖 December 2015 awarded World s leading Airline-Business Class, World s Leading Excellence Inflight Service by World Travel Awards 2015 年 10 月海南航空荣获 2015 年度世界旅游大奖亚洲最佳商务舱 亚洲卓越客舱服务奖 亚洲最佳商务舱空服人员奖 Octobor 2015, Hainan Airlines won the Annual Tourist Awards including Asia's Best Business Class Asia's Excellent Flight Service Asia's Best Business Class Crew 2015 年 6 月海南航空连续第五次蝉联 SKYTRAX 五星航空公司称号 June 2015 awarded Skytrax Five-Star Airline for a fifth time 2015 年 1 月第四次入围 BRANDZ 最具价值中国品牌 100 强 January 2015 named as one of BrandZ Top 100 Most Valuable Chinese Brands with brand equity of 630 million US dollars 2015 年 1 月荣评 JACDEC 全球最安全航空公司 10 强 January 2015 listed as one of World s Top 10 safest airlines by JACDEC 2014 年 12 月荣获 WTA 世界最佳商务舱奖 December 2014 awarded World s leading Airline-Business Class by World Travel Awards 2014 年 7 月第四次蝉联 SKYTRAX 五星航空公司称号 July 2014 awarded Skytrax Five-Star Airline for a fourth time 2013 年 12 月再次入围 BRANDZ 最具价值中国品牌 100 强 December 2013 named as one of BrandZ Top 100 Most Valuable Chinese Brands for a third time 荣获 WTA(World Travel Awards, 世界旅游大奖 ) 世界最佳经济舱大奖 November 2013 awarded World s Leading Airline-Economy Class by World Travel Awards 2017 年 1 月海南航空荣评 JACDEC 全球最安全航空 3 强 January 2017 listed as one of world's Top3 airlines by JACDEC 2016 年 2016 海南航空连续六年荣获 SKYTRAX 全球五星航空公司称号 Hainan Airline has been awarded a SKYTRAX World 5-star airline for six consecutive years 年 2 月海南航空荣评 JACDEC 全球最安全航空公司 5 强 February 2016 listed as one of World s Top 5 safest airlines by JACDEC 2015 年 11 月海南航空已连续安全运行 500 万飞行小时, 创造了安全运营 22 年的优秀纪录, 荣获中国民航局颁发的飞行安全五星奖 November 2015, Hainan Airlines accumulated over 5 million hours of safe flights since beginning and awarded Flight Safety 5-Star Award by CAAC 2013 年 11 月

23 社会责任 SOCIAL RESPONSIBILITY

24 社会责任 Social Responsibility SOCIAL RESPONSIBILITY 社会责任 CSR 理念 Philosophy of Our CSR 以 海航精神 价值体系为引领, 将社会责任提高到企业发展的战略高度, 坚定履行政府责任 股东责任 员工责任 客户责任 伙伴责任等基础责任, 并不断向社区责任 环境责任 公益慈善等外延责任扩张, 积极推进企业社会责任建设 We hold that our CSR is an extension of our "HNA Spirit" value system that promotes our CSR to a strategic height in enterprise development, strengthens our commitment to essential responsibilities including those for the government, shareholders, employees, customers and partners etc., and extended responsibilities including those for communities, environment, public good and charity etc., so as to enhance our CSR awareness. 发展目标 Development Goals 以可持续发展为核心, 以履行社会责任为载体, 以打造世界卓越航空为目标, 建立社会责任管理体系, 履行 ISO26000 核心议题工作, 促进海航与社会的和谐共赢与可持续发展 We aim at building HNA into an outstanding global airlines that centers on sustainable development, performs its social responsibilities, builds up a CRS management system, follows through the core agenda of ISO26000, and promotes sustainable growth of HNA and a harmonious win-win between our society and HNA

25 社会责任 Social Responsibility 善翼 公益机票赞助项目 "Good Wings" Our Charity Ticket Sponsorship 公益慈善活动 Public Welfare Activities 海南航空在取得自身迅速发展的同时, 大力弘扬 为社会做点事, 为他人做点事 的企业文化精神 自开航以来, 海南航空向自然灾害地区 贫困地区 残疾人联合会 慈善总会 红十字会 青少年发展基金会 妇女发展基金会 环境保护协会等地区 单位及个人捐赠款项和物资, 为社会公益事业做出了应有的贡献 主要公益活动包括 : 儿童关爱与保护 航空飞行体验 节能减排 公益机票赞助 教育支持 扶贫赈灾 国家特殊包机任务保障等 While enjoying a rapid growth, HNA does not forget to vigorously promote its corporate culture spirit Do something for the public and others. Since its establishment, HNA has made due contribution to the cause of public welfare by donating in cash or goods to disaster-hit areas, poverty-stricken regions, China Disabled Persons' Federation, China Charity Federation, the Red Cross Society of China, China Youth Development Foundation, China Women Development Foundation, China Association of Environmental Protection Industry, and needy individuals as well. The activities we have hosted for the public good include children care and protection, experiencing a flight, energy conservation and emission reduction, charity air ticket, support for education, poverty or disaster relief, special state charter flights etc. Change for Good 零聚爱心 机上筹款计划 "Change for Good " an Onboard Fundraising Program Change for Good( 以下简称 CFG ) 是联合国儿童基金会 (UNICEF) 与世界级航空公司合作开展的机上筹款计划, 始于 1987 年, 是 UNICEF 最著名且合作时间最长的筹款活动之一 项目呼吁乘客捐出随身携带的零钱, 以资助该组织在全球推行的儿童保护计划, 以此改善困境中儿童的生活, 帮助他们实现全部的潜能 2013 年, 海南航空正式加入联合国儿童基金会 (UNICEF) CFG 合作联盟, 成为中国内地首家参与此公益计划的航空公司 海航承诺将在 5 年时间内, 通过机上筹款活动筹集不少于 1000 万元人民币用于支持 UNICEF 开展的儿童保护项目 截止目前, 北京 = 海口 北京 = 深圳 北京 = 西雅图 北京 = 波士顿等 35 条航线参与了此项公益计划 Change for Good (hereinafter referred to as "CFG") is an onboard fundraising program jointly initiated by UNICEF and world-class airlines since 1987, one of the UNICEF s best-known and longest-running partnerships. It encourages passengers to donate their changes for UNICEF s global children protection program, which aims at relieving children in predicament and helping them actualize their full potentials. HNA officially joined CFG in 2013, the first China s inland airlines to become a member of this public welfare program. HNA has promised to collect in five years no less than 10 million RMB by in-flight fundraising activities for the UNICEF s children protection program. As of now, participating routes have increased to 35, including Beijing-Haikou, Beijing-Shenzhen, Beijing-Seattle, and Beijing-Boston. 善翼 公益机票赞助项目成立于 2013 年, 旨在为身患疾病且家庭贫困者申请紧急救助机票解决路费问题, 同时还为 贫困大学生 留守儿童 在外务工人员 残障人士 抗震救灾人员提供免费机票, 帮助他们回家与家人团聚, 实现梦想, 保障抗震救灾救援任务 2014 年开始, 海航创新公益模式, 将公益活动与 积分换公益 平台结合, 成功开展了 送爱回家 善翼 我的大学梦 天使行动 等公益活动, 帮助过白血病患者 艾滋病儿童 贫困大学生 留守儿童 残障人士等约 300 余人 "Good Wings" charity ticket sponsorship was initiated in 2013 to provide emergency charity air tickets for poor families with sick members, as well as free tickets for needy college students, left-behind children, migrant workers, challenged people, and relief personnel, to help them return home or realize their dreams, or to ensure rescue missions. In 2014, HNA upgraded its public service model by integrating public service activities with "flyer points for public good" platform, leading to success of a series of public service activities including "Bring Love Home", "Good Wings--My College Dream," "Angels in Action" etc., which have helped over 300 leukemia sufferers, children with AIDS, needy college students, left-behind children, and challenged persons. 海航始终关注环境变化, 坚持把生态文明 低碳经济建设作为推动企业可持续发展的重要战略, 将企业使命同保护 改善自然环境相结合, 积极履行生态文明责任, 致力于打造旅客首选 全球知名的绿色航空品牌 2008 年, 在国内率先引进国际航协燃油效率差距分析项目, 通过对关键耗油环节项目进行自我剖析, 选出一批重点 节能减排管理项目并成立公司级的专项工作组予以重点推进 2015 年 1 月 22 日, 海南航空能源管理体系正式完成全部认证程序, 成为中国民航第一家获得第三方认证的航空公司, 并通过建立能源管理体系, 将 IT 系统运用于能耗管控中, 实现利用精细化管控, 进一步提高能源利用效率, 达到行业领先水平 自 2008 年开展节能减排工作至 2016 年底, 已累计节油近 30 余万吨, 降低二氧化碳排放约 96 万吨, 相当于 3 万亩 森林一年的二氧化碳吸收量, 被评为 海南省节能减排十大功勋企业 节能减排 Energy Conservation and Emission Reduction Being always concerned about environmental change, HNA attaches much importance to a sustainable development strategy that promotes ecological civilization and low-carbon economy, commits itself to the mission of protecting and improving the natural environment, readily shoulders its responsibilities for the ecological civilization, and endeavors to create a world famous green aviation brand favored by passengers. We are the first in China to introduce the IATA Fuel Efficiency Gap Analysis in 2008 to self-analyze the critical fuel consumption segments, for which corporate-level task forces were assembled to push forward selected key management projects of energy conservation and emission reduction. On January 22nd, 2015, HNA Energy Management System went through all certification processes, making it the first airlines in China s civil aviation industry with a third-party certification. HNA is now leading in industry in terms of energy efficiency by applying IT systems to energy consumption and control for a lean management. From 2008 to the end of 2016, our energy conservation and emission reduction efforts had yielded a total of 300,000 tons of fuel saved and 960,000 tons of CO2 emission reduced (CO2 absorption by 3,295 acres of forest per year), for which HNA was awarded Hainan s Top 10 Meritorious Enterprises for Energy Conservation and Emission Reduction. 海航关注中国教育事业的发展, 关心祖国下一代的成长, 致力于资助贫困学生, 修建学校, 设立高校奖学金等工作, 为推动教育事业发展不遗余力 支持教育 Supporting Education 开航至今, 已向四川省阿坝县牧柯杨小学 青海瓦江希望小学 海南大学等多所学校捐资修建学校和图书馆 连续多 年在中国人民大学 武汉大学 中国民航大学等高校设立 海航园丁奖 海航学子奖 海航高校奖学金 在海南地区设立 海航宝岛助学金, 资助海南籍应届贫困高考生, 帮助他们圆梦大学 HNA cares for the development of education in China and the growth of our next generation, thus spares no efforts in boosting the development of education by funding needy students, building schools, and sponsoring scholarships. HNA has funded school or library construction at Mukeyang primary school in Aba Autonomous Prefecture of Southwest China s Sichuan Province, Wajiang Hope Primary School in West China s Qinghai Province, and Hainan University, to name just a few. For many years HNA Gardener Award, HNA Student Award and HNA College Scholarship have been granted at the People's University of China, Wuhan University, and China Civil Aviation University etc.. For Hainan Province in particular, Hainan Treasure Island Grants funds native high schoolers to make their college dreams come true

26 社会责任 Social Responsibility 抗震救灾 Earthquake Rescue and Relief 海航的迅速发展, 离不开社会各界的支持和关怀 海航饮水思源, 以积极的行动回报社会, 尤其是在每次重大自然灾害发生时, 海航总是走在赈灾的前列 2008 年 5 月 12 日汶川地震, 海航随时调用人力 物力 飞机运力全力支援地震灾区的抢险救灾工作 据统计, 在汶川地震中, 海航累计执行抗震救灾航班约 100 班, 总飞行近 200 个小时, 飞行成本折合人民币 1200 多万元, 海航捐款 捐物 投入救灾运力价值近 2000 万元 海南航空签派控制中心被党中央授予 全国抗震救灾英雄集体 称号, 成为海南省唯一获此殊荣的单位 同样, 在 2010 年玉树地震 2013 年雅安地震等自然灾害中, 海航时刻以国家需要为己任, 为国家抗震救灾贡献力量 The rapid development of HNA would not be possible without the support and care from all walks of life. HNA never forgets to repay the society for the favor by acting enthusiastically, particularly in times of major disasters when HNA always goes forefront in disaster rescue and relief. On May 12th, 2008 when a major earthquake struck Wenchuan of Sichuan Province, HNA readied all available manpower, supplies, and aircraft capacity to support the rescue and relief efforts. According to statistics, the number of relief flights by HNA totals around 100, or nearly 200 flight hours, with a cost of over 12 million RMB. HNA contributed a total worth of nearly 20 million RMB in cash donation, supply contribution, and aircraft capacity. HNA Dispatch Control Center was awarded National Heroic Team in Earthquake Rescue and Relief by the CPC Central Committee, the only team granted this honor in Hainan. HNA takes national needs as its own responsibility and contributes to rescue and relief work whenever needed, as what we did in Yushu earthquake in 2010 and Ya an earthquake in 国家特殊包机任务保障 Special State Charter Missions 海南航空积极响应国家号召, 担纲撤侨救援包机重任 2011 年 2 月 23 日 3 月 5 日, 在海外撤侨行动中 海航共计派出包机 15 架次,30 个航班, 飞赴希腊克里特岛 突尼斯杰尔巴岛等地接回中国同胞 4054 名, 历时 11 天, 被中国民航局授予撤侨航班保障 先进集体 和 先进个人 荣誉称号 2011 年 1 月和 2 月, 在埃及和利比亚撤侨事件中, 海南航空共派出包机 20 架次,30 余个航班,4800 余名中国同胞安全回国 When the nation calls, HNA answers, particularly in the chartered evacuation and rescue missions. From February 23rd to March 5th, 2011, HNA sent 15 sorties of charter planes and 30 flights in 11 days to Crete, Greece and Djerba, Tunisia to take 4,054 Chinese back home during the overseas evacuation operations, for which the Civil Aviation Administration of China (CAAC) granted honors to individuals and the team who logistically supported the evacuation flights. In January and February, 2011, HNA employed 20 sorties of charter planes and more than 30 flights to bring over 4,800 Chinese back home safely during the overseas evacuation from Egypt and Libya.

27 发展愿景 DEVELOPMENT VISION

28 发展愿景 Development Vision DEVELOPMENT VISION 发展愿景 以民航强国战略为主导, 加速国际化布局, 倾力打造规模和运营能力居世界前列的卓越航空公司 Focusing on making the country's civil aviation strong, speeding up internationalization, creating a prominent airline company whose size and scale of operations put it at the forefront of the industry. 立足东方的世界卓越航空品牌 全球服务品牌的典范 ; 东方文化中以情感为纽带的生活方式的倡导者和实践者, 致 力于让世界感受中国式生活方式 社交方式的幸福和美好 Hainan Airlines is on its way of building an international prominent airline company and a model of outstanding global service brand founded on the East, to guide and practice the emotion-bonded lifestyle in eastern culture and to dedicate itself in offering wonderful Chinese way of living and socializing to the whole world