Passenger operations are organised within a terminal complex that handles both domestic and international flights with clearly signed check-in and security areas. Gate areas and services are spread across the terminal to handle high passenger flows.

The airport is connected to Hangzhou city by airport buses, taxis, and rail/metro links where available; travel times to the city centre are typically 30-60 minutes depending on mode and traffic.

• Rail/metro: Hangzhou has expanded metro and rail services serving the airport area-check local metro maps and schedules for current lines and travel times.
• Bus/shuttle: Airport shuttle buses and long‑distance coaches link the terminal with downtown Hangzhou and nearby cities; travel times vary by route.
• Taxis: Official taxis are available outside arrivals and provide direct service to the city; fares depend on distance and traffic.
• Driving: Car hire and on-site parking are available; road journeys to downtown vary with traffic but are generally under an hour in light conditions.

As a major airport, Xiaoshan offers a wide range of passenger services across the terminal.

• Lounges: Multiple airline and contract lounges operate, with access rules set by carriers and memberships.
• Food & drink: Extensive dining options landside and airside including fast food, cafés and sit-down restaurants.
• Wi‑Fi & charging: Public Wi‑Fi is available; charging stations are provided in gate lounges and seating areas.
• Luggage & services: Baggage services, lost‑property and car hire desks are on-site; left‑luggage services may be provided.
• Accessibility: The terminal provides step-free access and assistance for passengers with reduced mobility-arrange prior to travel with your airline.