1.What is an electronic ticket?
A: An electronic ticket (or e-ticket) is an electronic form of the traditional paper air ticket, and also exists as a digital record in airline computers. Currently, it is the most advanced form of air ticketing based on modern information technology. It successfully implements the paper-free electronic process including booking, billing and check-in, which brings much convenience to passengers and helps airlines cut costs. Compared with the traditional flight ticket, the e-ticket has quite a few apparent advantages.
The advantages of e-ticket include :
（1）The ability to purchase the ticket online and pay the fare by bank card, without physically going to the ticket counter;
（2）The ability to check-in at an airport with valid identification without physically delivering the ticket;
（3）A flight ticket will not be lost or forgotten. All that the traveler is required to present before checking in at the airport is the valid identification used at the time of e-ticket purchase.

2.What should I do before purchasing a Shandong Airlines e-ticket online?
A: 1) Register as a personal user of Shandong Airlines E-ticket System.
2) Read carefully the instructions on the online e-ticket booking procedures, matters requiring your attention and booking regulations.
3) Valid identification is required. This may be a personal ID card, valid passport or a military officer card.
4) You will be able to make the purchase online. Currently, bank cards from ICBC (Industrial and Commercial Bank of China), CMB (China Merchants Bank) and CCB (China Construction Bank) are accepted methods of payment.

3.How do I book a Shandong Airlines e-ticket?
A: You may log on the Shandong Airlines website (www.shandongair.com.cn) or go to a Shandong Airlines ticket counter or e-ticket agent. In the case of an online purchase, please log onto the Shandong Airlines website and execute operations as required. Once you make an online payment you will be able to print your e-ticket; if you go to Shandong Airlines ticket counter or e-ticket agent for ticket booking, you are only required to present the required information to the booking staff and pay the fare.

4.Are E-tickets available for all flights?
A: You can buy an e-ticket for any seat (if available) on any flight you find in an online e-ticket system. Alternatively, you may go directly to the airport and purchase a ticket within 3 hours prior to the departure of a flight.

5.Are there any restrictions on the type of passengers looking to purchase e-tickets?
A: Because special passengers or passengers enjoying special fare (such as VIP travelers, disabled revolutionary veterans, wounded/ill passengers, pregnant women, unaccompanied children and infants) have special procedures they must go through and/or special expenses, online ticketing is not available to these groups for the time being. They are expected to purchase tickets at a Shandong Airlines ticket counter or designated ticket agencies.

6.How do I know if the ticket is booked?
A: After the payment is made, you may check the status of the order online. If you receive the message "ticket issued", it means you have successfully purchased the ticket. You may call Shandong Airlines and verify “order number” to confirm the status of your e-ticket.

7.What are the procedures after the completion of online ticketing?
Answer: After buying an e-ticket, you are advised to go to the Shandong Airlines e-ticket check-in counter at the departing airport ninety (90) minutes before departure time and pick up the boarding pass with valid identification – the same ID used in online ticketing. Thereafter you will go through security inspection with your valid identification and boarding pass to complete check-in.

8.Can I change the information on an e-ticket?
A: You may make changes to the e-ticket no later than the scheduled departure time of the flight. Alternatively, you can choose to go to a Shandong Airlines ticket counter. If your flight has to be changed to a non-electronic ticket or the cabin class has to be changed, such e-tickets shall be changed into ordinary paper tickets. Any subsequent procedures will be made according to the regulations on making changes to an ordinary flight ticket.

9.May I transfer a Shandong Airlines e-ticket to other airlines?
A: Not directly. If you possess a F, C or Y cabin class ticket that needs to transferred, the e-ticket shall be changed into paper ticket. Subsequent procedure will be made according to provisions of ordinary tickets. Any passenger holding a special-fare ticket shall execute the operation according to limitations specified for such special-fare ticket.

10.What is the maximum number of e-tickets I can purchase?
Answer: As a personal user of Shandong Airlines e-ticket, you may purchase at most nine (9) e-tickets at a time. If you buy children's tickets, each child must be accompanied by an adult aged 18 or above during air travel.

11.What are the procedures for a ticket refund?
Answer: If you purchase an e-ticket as an individual user of the Shandong Airlines e-ticket system, you may conduct your ticket refund online. First, log onto the system with your registered account and complete online ticket refund according to the given information. Shandong Airlines staff will verify the content of your ticket refund application in accordance with the Airlines' policies, deduct the applicable handling charges and remit the refund into the bank account used for your ticket purchase within 3~7 working days. To ensure financial safety, we will not be dealing out refunds in cash. During this process, you may check your order at any time to learn the details on the application of your ticket refund by clicking on "View ticket refund details".
12.What are the reimbursement vouchers for an e-ticket?
A: Before June 1, 2006, e-ticket reimbursement voucher consisted of a passenger coupon (T4) and a boarding pass; after June 1, 2006, the itinerary/receipt of an e-ticket qualifies as a reimbursement voucher.

13. What problems might I encounter when purchasing a Shandong Airlines e-ticket?
A: When making a purchase, you should pay attention to the following issues:
（1）After filling in the passenger information and declaring your consent to Shandong Airlines e-ticket terms and conditions, you are expected to proceed with payment and receive the ticket within thirty (30) minutes. Otherwise, Shandong Airlines cannot guarantee the availability of your seat.
（2）When purchasing tickets, please give us the correct and current telephone number so that the Airline can contact you on time in the event of schedule changes or any other special circumstances.

14. How do I check my ticketing records?
Answer: As a registered user of the Shandong Airlines e-ticket system, you may log onto the system at any time and click "Individual ticketing information record inquiry"to check on your ticket ordering or refunding records.

15. Why did I not receive the ticket after I have made the payment?
A: 1) Please check if you have installed a pop-up blocker in your browser. If so, please turn off the function during your payment. Otherwise you may not receive feedback on your payment.
2) You may exit the e-ticket system at any time and restart the process. Click on "paid and ticket pending" and wait for the reception of the ticket. Repeat the procedures in special circumstances.
3) If the money in your bank card has been deducted and the ticket is not issued, we will refund the amount deducted to your bank card. If this occurs please dial the Shandong Airlines service hotline to notify our staff of your bank card number and bank order number.

16. What is a forward sale?
A:
1) A forward sale is a preferential discount policy for any passenger who has purchased tickets online for a set time period in advance.
2) Eligible passengers: individual passengers who purchase tickets online, except those who are already subject to our special preferential policies, such as children.
3) The passenger who benefits from this preferential policy is not entitled to any other preferential policy, and vice versa.
4) Endorsement, rescheduling or refunds shall comply with existing cabin limitations.
5) Specifications on early-bird discounts:
Any one-way passenger booking 7 (inclusive) ~15 days in advance will enjoy a 5% discount;
Any one-way passenger booking 15 days or more in advance will enjoy a 10% discount;
A round-trip passenger booking less than 7 days in advance will enjoy a 5% discount;
A round-trip passenger booking 7 days or more in advance will enjoy a 10% discount.
6) Cabin Specifications:
①The ticket for low-fare cabins has a discount of 10%~50% from the listed fares. The passenger may enjoy an additional 5%～10% discount depending on discount policies.
②Other cabin classes shall be discounted on a cabin-specific basis.
7)Shandong Airlines will adjust the specific quantity of low-fare seats according to the market situation or choose to terminate this preferential policy at any time.