Xiaoshan Airport provides you with convenient luggage trolley service. A large number of luggage trolleys are placed in multiple areas of the terminal to provide you with free use of luggage trolleys.

There are two types of trolleys in the terminal: large trolleys and small trolleys.

At present, there are about 2000 large trolleys with a maximum bearing capacity of 120kg. Such large trolleys are mainly placed outside No. 5, 7, 9, 11 and 13 gates of the domestic terminal and outside No. 1 and 3 gates of the international terminal, and the domestic and international arrival luggage turntable area.

There are about 1200 small trolleys with a maximum bearing capacity of 80kg, all of such small trolleys are distributed in the isolation area, mainly located in the hall after passing the security inspection on the departure floor and near each lounge bridge on the arrival floor.

For your safety, please do not sit on the luggage trolley. Children under 1.2m in height shall not use this trolley. Please do not put heavy objects on the trolley frame and handle at the front of the luggage trolley.

How to use large trolleys:

Large trolleys have their own brakes, press the trolley handle with both hands: free to push

Trolley handle lifting: trolley stops moving

How to use the small trolley: the trolley can be pushed freely without brake;

Please put your hand luggage on the bracket under the basket.

Location：

T3:

South of Gate 11, Before Security(Non-Restricted Area)

T4:

South of Gate 23, Before Security(Non-Restricted Area)

Northeast of Check-in Counters J, Before Security(Non-Restricted Area)

Opening hours:Between the First and the Last Flight Check-in

Contact Number:13996795588

A number of self-service water dispensers are set up in the terminal, covering the passenger concentration area in the building. Including: 

There are 33 direct-drinking water dispensers at the domestic terminal and 11 direct-drinking water dispensers at the international terminal. The self-service water dispenser can provide you with direct-drinking water at two different temperatures, i.e. constant temperature water and hot water, and at the same time, the disposable paper cups will be continuously provided for your use.

Hangzhou Xiaoshan International Airport Medical Emergency Center (Hangzhou Xiaoshan International Airport Sub-center of Hangzhou Emergency Center) is subordinate to the airport emergency support department. It has four medical points, namely the emergency center, T1 terminal emergency room, T2 terminal emergency room and T3 terminal emergency station, all of which are on duty for 24 hours. Emergency facilities and equipment shall be configured in strict accordance with the requirements of the national standard the Emergency and Rescue Facilities for Civil Transport Airports (GB18040-2008). There are 2 emergency warehouses, and 8 portable ventilators, 13 external defibrillators (including 8 monitoring type defibrillators), 10 portable aspirators and other emergency equipment are provided. There are 4 recovery rescue vehicles, 2 transport ambulances and a number of advanced vehicles rescue equipments. At present, there are 32 employees, including 16 doctors, 8 nurses, 2 medical technicians and 6 ambulance drivers. Among them, there are 18 employees with intermediate titles and 10 with general practitioner qualifications.

The emergency center is responsible for the emergency and rescue within the airport perimeter and within 8 kilometers from the center point of each runway of the airport; it is responsible for the classification, on-site treatment and evacuation of the wounded in the emergency rescue; it is responsible for coordinating the local emergency support work, cooperating with the on-site disposal and prevention and control of infectious diseases; it is responsible for medical aid for the travel passengers (in charge of the emergency visit of the passenger), the delivery and transfer of the critical passenger, SOS medical assistance. The emergency center performs the airport flight safety support (special aircraft support, aircraft fault support) and emergency rescue, emergency rescue management, emergency rescue training, emergency rescue drill, emergency equipment management, etc.; the emergency center is responsible for the medical outpatient, retiree medical patrol, health consultation, staff health examination, disease control, patriotic public health campaign committee, family planning, etc. in the field.

The emergency center pursues the core value of "professional, initiative, efficient cooperation and ability first"; does well in emergency rescue of aircraft emergency and non-aircraft emergency in time and quickly, and provides all kinds of high-quality medical services for the vast number of passengers and on-site personnel; takes the emergency subculture of "professional, high efficiency, rapid response, comprehensive coordination and innovation" as the guide to carry out in time and effectively airport emergency rescue work, improves the emergency rescue skills, avoids and reduces the casualties in maximum degree, and escorts for emergency rescue work.

Address of emergency room of terminal: T1 emergency room: opposite to departure gate B12 of domestic terminal; T2 emergency room: Room 3080 at the restricted area of international terminal; T3 emergency room: opposite to departure gate B23 of domestic terminal

Emergency Tel.: + 86 571-86662120

Emergency center 24-hour duty Tel.: + 86 571-86662316

International and Hong Kong/Macau/Taiwan Departures:

Right Side,90 Meters East After the CHINA IMMIGRATION INSPECTION (Restricted Area), T4

Opening hours:6:30-22:30

Contact Number:0571-56160886

International and Hong Kong/Macau/Taiwan Arrivals：

 North of the Exit of International and Hong Kong/Macau/Taiwan Arrivals(Non-Restricted Area), T4

Opening hours:6:30-23:00

Contact Number:0571-56160880

The transport service center (TSC) is located in the arrival halls of terminals T1, T2 and T3 of the airport, and provides passengers with "one-stop" services including public transport consultation and guidance, traffic ticket purchase and other land side integrated services. Tel.: 0571-96299.

INDUSTRIAL AND COMMERCIAL BANK OF CHINA:

Location：East of Check-in Counters P, Before Security(Non-Restricted Area), T4

Opening hours:24 Hours

Contact Number:95588

BANK OF CHINA:

Location：South of Gate 11, Before Security(Non-Restricted Area), T3

Opening hours:24 Hours

Contact Number:95566

Procedures for handling temporary ID card for boarding at the terminal police station 

 If your valid ID card is lost, damaged or expired, you can go to the airport terminal police station to apply for a temporary ID card for boarding.

Service location: right side of security inspection channel at gate 9 of domestic departure hall of the terminal

Tel.: + 86 571-86662253 86662581

Procedures for handling the temporary identity certificate for boarding

Application: Fill in the Application Form for Passenger’s Boarding Temporary Identity Certificate: A: basic household registration information; B: reason for application and safety commitment.

Provide 2 one-inch bareheaded and colored photos with white background.

Acceptance: For the passengers who meet the application conditions, the card handling staff will accept the application and issue the acceptance receipt; for the passengers who fill in the application form unclearly, the materials are not complete, the photos are not standard and the quantity is not enough, they will be required to make supplements and corrections; for the passengers who do not meet the application conditions, the card handling staff will not accept the application and explain the reasons.

Review: identity review. According to the information of the household held by the working organ, it will check whether the real identity of the passenger is consistent with the identity filled in by the passenger when he/she buys the ticket; conduct security review. Check whether the actual performance is consistent with the passenger's commitment.

Issuance: The police on duty shall put forward opinions on certificate handling according to the review; the leaders on duty of the police station shall put forward opinions on examination and approval after the review; the certificate handling personnel issues the certificate.

Collecting the certificate: The applicant collects the "temporary boarding certificate" with the receipt, and signs on the application form.

Self-service temporary boarding certificate processing point:

Beside the information desk at T3 departure floor

Beside the airport police station certificate service office at island E at T3 departure floor

Terminal police station

Location: the duty room of the terminal police station is located on the right side of the domestic security inspection channel on the second floor of the terminal.

Tel.: + 86 571-86662253

Police call Tel.: + 86 571-86662110 

The airport broadcasting room provides information (related to the flight arriving at and departing from the airport) broadcasting services for passengers. In case of flight delay without exact departure time, flight information will be broadcast every 30 minutes. In case of alternate flight, via the broadcasting, it will notify the passenger to make clearance and handle the relevant procedures. And it will provide all kinds of temporary broadcasting services (such as looking for a person).

Hangzhou Xiaoshan International Airport launched a "convenient transfer" service for domestic flights. For domestic arriving flights, passengers need to transfer from Hangzhou Airport to other domestic airports can enjoy convenient transfer service at the airport. This service will greatly reduce the time of claiming baggage and rechecking by returning to the departure floor. All base airlines will follow up and launch this service as appropriate. Hangzhou Airport mainly provides convenient transfer service for passengers whose domestic arrival and departure flights are on the same day and the interval between two flights is more than 90 minutes. The airport has set up “meeting points for domestic transfer passengers” at the bridge of 49 contact stands. If your arriving flight stops at the contact stand, you can make a transfer request to the staff at the transfer meeting point of the bridge, and the staff will immediately provide you with the transfer service, therefore you can complete the transfer procedures within the bridge to achieve "gate-to-gate" transfer, which is still first-of-its-kind at inland airports. If the arriving flight is at a remote stand, you can go through the transfer procedures at the "Transfer Service Counter" opposite to the B08 baggage carousel in Terminal 3.

In addition, Hangzhou Airport has launched a "rush transfer reservation" service for passengers with insufficient transfer time. For passengers transiting at Hangzhou Airport, if the interval between the preceding and following flights is less than 90 minutes, they can call the airport transfer service department in advance to make an appointment. The airport will try its best to provide passengers with advanced services such as printing boarding pass, checking baggage transfer in advance according to the real-time operation of the flight.

The booking number of urgent transfer is: 0571-83837194

Reminders: 1. Follow-up flights out of Hangzhou involve passengers from Air China and Xiamen Airlines, and it will be temporarily unable to provide "convenient transfer" service. 

2. The “convenient transfer” service operates as usual during the epidemic. Please understand if the service cannot be provided due to epidemic prevention and control, restrictions on the destination airport, etc.

The charging stations are equipped with two-prong and three-prong power outlets, USB ports, and other charging options to meet a variety of needs and keep you powered up throughout your journey.

Airport Charging Station Overview

Charging stations are available across T1, T3, and T4, with charging points located both inside and outside the restricted areas. The service is available 24 hours a day, free of charge. Standard power outlets, USB ports, and Type-C ports are available, allowing you to charge your devices whenever needed.

T1

Restricted Area: Gates B02, B09, B11, B12, and B13

T3

Public Area: Gates 9, 13, and 16 (inside the gates)

Restricted Area: Gates B15, B16, B19, B25, B27, B31, B39, B40, B43, B90, and B95

T4

Public Area: Seating areas inside Gates 21 and 27 on Level 4; seating area next to Lotus Valley and seating area opposite the Lost and Found counter on Level 2

Restricted Area: Charging panels are available beneath the storage trays or on the armrests of seats at each gate; additional dedicated charging areas are located near Gates 405, 410, 411, 415, 418, 422, 424, 476, and 481.

Charging Features

Two-prong and three-prong power outlets, USB ports, and Type-C ports are available for charging mobile phones, laptops, tablets, and other devices.

Service Time: 24 hours a day

T3-T4 Inter-Terminal Free Shuttle Bus Service (Inside the Terminals)

Service Time: 06:00-24:00

T3 Pick-up Point: Next to Gate 13

T4 Pick-up Point: Next to the International Arrivals Exit

Information Services

Information Counters

Hangzhou International Airport currently has nine information counters in the terminal buildings, providing passengers with a range of information and assistance services.

Location:

T3 Departures, Level 3: Near Door 11

T3 Departures, Level 3: In the restricted area, in front of the security screening channels

T3 Arrivals, Level 1: Next to Door 14

T4 Departures, Level 4: At the head of Check-in Island M, on the elevated-road side

T4 Departures, Level 4: At the end of Check-in Island M, on the Lotus Valley side

T4 Departures, Level 4: In the international restricted area, in front of the immigration inspection channels

T4 Arrivals, Level 2: Next to the Arrivals Exit

T4 Domestic Departures/Arrivals Mixed-Flow Level: In the restricted area

T4 Basement Level 2: Behind the Explosive Detection Screening Door

Telephone Information Service:

Passengers can call the airport’s information hotline for relevant information and assistance.

Information Hotline: 0571-96299

Service Time: 24 hours

Wi-Fi Service

Hangzhou International Airport provides free Wi-Fi access for passengers. Search for and connect to “HIA Free WiFi”, then complete the authentication process using any of the available methods, including SMS, identification documents, or a self-service kiosk.

After successfully connecting for the first time, passengers can access the Wi-Fi without re-authentication for 15 days.

T4

2 Dedicated Wi-Fi Kiosks

Location: Inside and outside the International Arrivals-to-International Transfers Hall

To use the service, follow the “International/Hong Kong, Macao and Taiwan Transfer” signs after disembarking and proceed to the International/Hong Kong, Macao and Taiwan Transfer Hall. One kiosk is located inside the hall, and the other is located in the surrounding area outside the hall.

43 Self-Service Passenger Service Information Terminals (with Wi-Fi Kiosk Function)

Location: Throughout the terminals

Nursery

T4

Service Time: 04:30-24:00

1. Departures Hall

Location: Next to Door 29

2. Departures Hall

Location: Next to Check-in Island P and the Police Office

3. Arrivals Hall

Location: Next to the Lost and Found

4. Domestic Departures/Arrivals Mixed-Flow Level - Airside

Location: Next to Gate 403, North Pier 1

5. Domestic Departures/Arrivals Mixed-Flow Level - Airside

Location: Next to Gate 416, North Pier 2

6. Domestic Departures/Arrivals Mixed-Flow Level - Airside

Location: Next to Gate 926, Remote Stand Boarding Gates

7. International Departures Level - Airside

Location: Opposite Gate 473, North Pier 2

8. International Departures Level - Airside

Location: In front of the escalator leading to Gate 474 in the International Departures Area, next to Starbucks

9. International Arrivals Level - Airside

Location: At the International Arrivals Baggage Reclaim Area

T3

Service Time: 04:30-24:00

1. Departures Hall

Location: Next to Door 11

2. Departures Level - Airside

Location: Next to Gate B22

3. Departures Level - Airside

Location: Between Gates B16 and B20

4. Departures Level - Airside

Location: Opposite Gate B24

5. Departures Level - Airside

Location: Next to Gate B95

6. Departures Level - Airside

Location: Between Gates B28 and B32

7. Arrivals Level - Airside

Location: Next to Baggage Carousel 6

8. Arrivals Level - Airside

Location: Next to Baggage Carousel 12

Kid’s Play Area

T4

Service Time: 06:00-22:00

1. International Departures Airside

Location: Opposite Gate 473

2. Domestic Departures Airside

Location: Next to Gate 404

3. Domestic Departures Airside

Location: Next to Gate 416

Baggage Storage

Service Time: 06:30-23:00

Service Phone: 0571-83837005

Location:

Behind Check-in Island F in the T3 Departures Hall

Behind the end of Check-in Island Q in the T4 Departures Hall

Fee Schedule:

Up to and including 8 hours: RMB 10 per item

More than 8 hours and up to and including 16 hours: RMB 15 per item

More than 16 hours and up to and including 24 hours: RMB 20 per item

For storage exceeding 24 hours, the above fee schedule will be applied successively for each additional 24-hour period.

Lost and Found

Service Time: 08:15-22:00

Contact Number: 0571-96299, extension 5

Location:

T4, Level 2: Approximately 50 meters to the right of the International / Hong Kong, Macao and Taiwan Arrivals Exit

T3 Arrivals Level: Opposite Door 12

Shower Room

T4

Service Time: 24-hour Free Access

1. Domestic Departures/Arrivals Airside (2 Men’s Shower Rooms, 2 Women’s Shower Rooms)

Location: Opposite the Domestic Transfer Counter in T4

2. International Departures Airside (4 Men’s Shower Rooms, 7 Women’s Shower Rooms)

Location: Along the corridor leading to Gates 474-481 in the International Departures Area

3. International Arrivals (1 Men’s Shower Room, 1 Women’s Shower Room)

Location: Next to the International Arrivals Baggage Inquiry Counter, opposite the International Arrivals Duty-Free Pick-up Area