Since 7 days now I am trying to retrieve an overview/itinerary with my flight details on it and the extra luggage I ordered. During this period I already called the customer service daily to ask for an update. Every time they tell me the same BS that they will forward it to the department responsible for doing this and that they will ask to do is ASAP. So far THEY DID NOT MANAGE YET TO DO THIS SIMPLE REQUEST. For me this is important because if i dont’t have this my employer will NOT reimburse me. I explained myself already over 10 times what the situation is and that without i can not have my money back (it seems they have a policy that this document is released after your flight… so far goes the common sense again with Chinese companies and they don’t care about happy customers or not because yea, sorry, not my responsibility! Seen this story here now for many times, flexibility is not yet invented in many companies in China).
I hope China Southern can explain to me how unprofessional their website looks AND how it comes that every other airline I encountered does this simple thing automatically after paying for your extra luggage? Am I somehow been teleported back to the 90’s …
Rahman
1.0
Dear china southern airlines
I am writing to let you know that from a flight to guanzhou to dhaka on 13 november despite having the boarding pass and arriving 20 minutes earlier from take off time the staffs didnt allow us (3 ppl) to travel. We requested that it has been stated in the boarding pass that gate will close 15 minutes before and we were in time but they being very unprofessional didnt bother what we are saying.
We had to pay for a next flight amounting 7874 rmb. We think you should be active to return the amount we paid for.
We expect your professional concerns to address the issue and refund the amount.
Michele Lee Momparler
1.0
I was harassed by the manager Stanley who yelled at me and told me he had the right to talk to me however he wanted. When I asked him for his full name he refused to tell me. I also asked to speak to his supervisor and he said he didn’t have one. He insulted me and was very unprofessional.
I will never fly China southern airlines again.
Whotzit2YA
1.0
My family has a flight with China Southern and so they decided to Online Check-in to save time at the airport. HOWEVER, this useless airline’s online check-in website wouldn’t let my family log-in with their details. After multiple attempts, they decided to call the China Southern office in Auckland. The lady who answered told my Dad that they couldn’t check-in for their flight leaving from Auckland by could for their connecting flight from Guangzhou, this advice didn’t help at all because our issue was that we couldn’t log in in the first place (if ya can’t log in, how on Earth are you supposed to even check in?!?!?!?). ANYWAYS, my Dad called them back again, only to have the same lady ask for our details and then say that she’ll check-in for us and then email us the confirmation…….2hrs later no email. FINALLY we called them a third time only to have them not answer the phone at all:l. They might call themselves a “leading Chinese airline” but in my opinion they are extremely unprofessional, have NO concern for their customers and are running a cheap af website that would have worked better had it been designed by a 2 year old. Airlines like this useless one should not operate internationally if all they are going to do is ignore their customers…it’s called “China Southern” for a reason then, I guess…CHINA IS WHERE THEY BELONG. How dare you operate internationally you useless, trash-heap of an airline carrier. Y’all really do suck at your job….
Ankit Aggarwal
5.0
Recently I had a terrible experience flying with China southern airlines . I had my flight from new delhi ,India last week and due to weather conditions it got delayed by 2 hours (acceptable) . But due to this delay I couldn’t catch my next connecting flight from guangchok ,China to cairns ,Australia. When I requested china southern airlines staff to get me on earliest available flight for cairns , they replied they do not have anything for next 48 hours . I resisted to wait for so long, so They asked me to grab a seat while they searching . Literally i sat there like for 12 hours without any food and water . They were so rude and pathetic . Nobody cared to ask for anything i need while they were searching (just killing time) . At 8 morning they found a flight for me via HongKong ! Its not even easy to digest , the flight they offered me had 10 hours halt in hong kong . So I had to wait at HKA for 10 hours . Cant describe how i spent those hours . Horrible experience. Wasted my 24 hours in total . Still suffering from state of terror i faced . Shameful performance by China Southern Airlines !
Bracha Sokolic
1.0
I was reading through the reviews hoping to find something good about China Southern… :-(
My flight from Manila to Guangzhou was delayed, I had less than 20 minutes to get to the next connection, it was miles of walking/running/sweating, up escalators and down escalators to get there just before they closed the gate, I noticed others with heavy bags and children trying to make it, I’m not sure they did… Finally seated trying to relax, the plane was not moving for a while….announcement say delay due to weather…we were sitting for an hour, two, three, four hours on the plane, we were not served even water. Several of us searched on line and could not find any weather issues in the area and not in our destination. After 5 long hours on the plane, many of us already hungry, very thirsty and frustrated, the announcement says that we need to get off the plain. Seated by the gate for another hour when they announced that we need to spend the night in a hotel room. We were to follow a guide, walking again FOREVER in the terminal, made it to a counter where we were split into groups. My group was lead to another counter and when we got there I found out that we need Visa so we can get out of the terminal to the hotel. At that point I was beyond myself as I mentioned that I already have Visa good for 10 years, I could have saved myself miles of walking if they could speak English and explain to people what we are doing, no one, even locals, had a clue. We are all already hungry and exhausted. Now we are to board a bus to take us to this nasty hotel. NO ONE speaks English….and no water…I was completely lost, tired, hungry and angry, not knowing what’s going on, I finally found one of the passengers speaking broken English to barely explain to me what’s going on.
At the hotel, again, NO ONE speaks English and no water… I was the only English speaking in that group, trying to understand the mess around. It is already 3am when we made it to the hotel, the crowd was screaming but nothing ccould be done, no water. I was finally given a room key on the 5th floor but it did not work, went back to reception using my phone app to translate, they gave me another key which did not work again, I demanded a rep to come up with me with a master key to let me in, his key did not work either, it is already 4am when I finally got into the room BUT at 8am we had to be back at the terminal but most people did not know where to go, it was chaos …..finally made it to the gate, with lots of confusion, there we had another 2 hours delay before we finally took off to LA. In LA I, of course, missed my original connection flight home which was the day before, found out that my flight was then changed to another airline, had to wait another 4 hours to catch the flight home to Atlanta, thank Goodness for those VIP lounges. My journey brought me back home 18+ hours later, with lots of hassle but happy to be home! English is my 2nd language but able to communicate fluently. I know, I will never fly China Southern.
Navya Ramesh
5.0
We had the most disgusting experience ever with this airline. Advise please don’t book this airline as they are highly airline and unprofessional. I travelled from Melbourne to Rome and Paris to Melbourne business.
First shock when we got to the airport was we had a secret unpublished uninformed stopover in Wuhan which wasnt anywhere in the ticket, which required us to get a transit VISA at Guangzhou airport which was a terrible experience on its own as we had to circle the airport 4 times because of this.
Instead of 2hrs transit, we have four hours in total as we landed in Wuhan and had to wait for 2hrs again to board the flight.
On our way back from Paris, on our itinerary our flight time was 12:25am, but when we got to the airport there was no such thing, our flight was 12hrs later at 12:25pm, and all this for booking on their website. So we had to book a hotel room for the night, take taxi up and back 2times, It cost us a whooping total of 400 Euros all TOGETHER!!!!!! And their customer service is the most unreliable and rude and wont give any proper information. I want my MONEY BACK.
Pat
5.0
Dear China Southern Airline,
I am writing in with the most disappointed feeling I have ever felt about an airline.
I have been traveling extensively for the past 30 years and have been to about 25 countries. Needless to say, I have used many different airlines before. This was my first time using China Southern. I must say that unfortunately, mine and my daughter’s first trip using CS Air has been the worst flight experience we have ever had.
I had bought two return business class tickets for Nanjing to Kuala Lumpur via Guangzhou ( July 2, 2018 and return August 12/13, 2018). Here are exact details of our flight experience so that you know, in more depth and understanding, the type of hassles and exhaustion we had to go through:
July 2, 2018:
In Nanjing:
We arrived extremely early (6am) for my flight (CZ3872) from Nanjing to Guangzhou and were the first customer to be at the Business Check-in counter. My daughter and I were kept waiting at the counter for more than an hour! This was because the connecting air plane from GZ to KUL (CZ 3047) was changed to a smaller one and this caused a seating issue. I was asked to separate from my 12-year old daughter and one of us had to downgrade to economy class. I was very angry and the lady at counter could not explain properly and told me some vague excuses that the airline has to “unlock and open some seats first” and kept us waiting before passing a phone call she made to a Mr. Jin for me to speak to. She was afraid to explain the facts and passed me to another person to speak to for explanation. Finally after more than one hour standing there and me insisting on a proper explanation, they asked me to approach counter staff at Guangzhou upon arrival as they couldn’t handle the matter. Because of that, my daughter and I didn’t get to use the VIP Lounge much and we had to rush through getting breakfast before having to rush to board the plane to Guangzhou.
In Guangzhou
Upon arrival, we were led to the CS counter for the manager to explain the matter. He then gave me a compensation for the inconvenience caused. I told him I didn’t want compensation but want the business class seats as I expected and paid for the long journey in better comfort. However he told me that there were only four business seats on the small plane and that others had checked in online. I told him I tried to check in online as well the day before but couldn’t do so on the English page. He admitted that CS Air English site is not useful for foreigners and and cannot be used much. This was not my fault. So after a long time trying to negotiate, I had to accept the situation as my daughter was really hungry by that time and time was passing fast. He gave me a compensation which he repeatedly told me is NOT for refund of tickets prices from business to economy class downgrade. According to him, the payment given to me was for the frustrating experience and inconveniences caused. He gave me two documents and told me to show them to CS Air for refund of price ticket differences.
After that, my daughter and I had to rush again to board the plane without being able to use the lounge fully. We were led to the boarding gate by a CS Air personnel who told me that such matters happen very frequently for many customers of China Southern and that many customers have gotten angry about this, especially those on long outbound journeys.
When I boarded the plane, one of your staff approached me and I explained the situation to her, in which she too replied that it is common for CS Air which is not an efficient airline.
Return trip:
August 12, 2018
In Kuala Lumpur
We arrived at the counter early again at 3:30pm even though the flight (CZ3048) was at 6pm. The business check-in counter computer system was down and we had to wait for almost an hour again there (while the crowd for economy class moved swiftly). We were given business class seats from KUL to GZ as expected but were told that our seats from Guangzhou to Nanjing had to be separated again. The counter staff told me that the seats assigned to us were two window seats on same row but the seats beside were both empty! He also agreed that this seating arrangement is rather ridiculous and strange, and couldn’t explain why mother and daughter is assigned separate seats while the seat beside is empty! He said he couldn’t help from his side and asked me to approach the CS counter upon arrival in Guangzhou.
In Guangzhou:
The flight was delayed by more than one hour from KUL and by the time we arrived at GZ, the time was 11:10pm. I then received a message that my original connecting flight to NJ (CZ3513) the next day was cancelled and another later flight (CZ3048) had been assigned with another downgrade of seats. We were then led to the CS counter to get the boarding ticket with no explanation of why we were chosen for the downgrade. They took more than half hour just to check and print out boarding tickets. This could have been easily done while we were on the plane there. Instead we were kept waiting again. While waiting, I kept reminding the staff about my hotel booking in Pullman. After boarding tickets were issued, we were then asked to go to Counter C to make claims but since it was almost midnight by that time, I declined as my daughter and I were already very exhausted. We then headed to the Pullman hotel which I had booked via CS Air website a month ahead.
By the time we got to Pullman hotel, it was about 11:45pm. I have received a text message from CS Air to confirm my booking of the hotel through your CS Air website about one month earlier.
However, at the hotel, I was told that CS Air did not reserve any room for us. We were extremely frustrated and exhausted by then and insisted they contact your airline. We were told by the reception staff that a similar experience had just occurred for 10 persons just prior to me and they had taken 2 hours to check them in as CS Air also did not book the rooms for them. The person also commented that CS Air is an inefficient airline.
After a long wait, one helpful senior staff of Pullman helped us and we were finally given a room with breakfast for ONE person at around 12:15am. By the time we got into room it was 12:40 am. And we had to wake up early next day to go to the CS counter for compensation and catch the 8:55am plane. The experience throughout left us unable to sleep the whole night.
August 13,2018
Arrived at CS counter as instructed to receive our inconvenience compensation at 7am. Your service person, Tommy, at first told me that the amount given is not for ticket refund and I should contact ticket agent regarding price refund. He was also rude and spoke in Chinese to his female colleague about our “cheap ticket” and that I ought to be happy with the payout! I angrily reprimanded him on his bad service attitude and lack of knowledge of my situation.
Our flight takeoff from Guangzhou was again delayed by one hour. Due to safety issues, our flight was diverted to Hefei and arrived there at 11:30am. We sat inside the airplane for 4 hours before flying off at 3:30pm. There were no meals given during that time but small refreshments. We arrived in Nanjing at 4pm. I waited for our 2 checked-in luggages but only one came out. And the luggage that came out was missing a luggage strap. I waited until 5pm for the luggages.
Then I approached the ground staff for the other missing bag and was told the bag was accidentally placed on a different flight. The bag was finally delivered at 10:15pm with my child’s school items and other essentials that she needed to prepare for the next day.
I had to make many attempts to call the support number given 95539 to get through to speak to a customer service representative.
Your meagre financial compensations are definitely not worth the extreme feelings of frustrations, troubles and exhaustion we had to go through. I buy business because I desired better comfort for me and my daughter for an international flight. Instead, we had the worst flight experience of our lives from start to end. The time, emotion and energy wasted on all these negative interactions is certainly draining for any passenger.
I am speechless about our entirely bad experience with China Southern. I really don’t know what to say about your airline. From start to end, this has been the worst encounter we’ve ever had with an airline.
As such, I feel a great need to write this detailed description of our experience with China Southern Airline. It is unbelievable. Beyond disappointing. I feel the need to post my experience for others to be aware.
Dechen Doma
5.0
The lady at the front office in JFK was extremely rude and unprofessional. I do understand that although it is a busy night for them and they have many other customers to attend to but I also do believe that the front office have no right to talk to their customers ina manner where she is almost yelling at me. I do understand English well and I am an American. So I do not understand why she would yell and speak to me in that tone and manner. I think because of some staff the reputation of the airlines is deteriorating. This should be taken care of and the employees should know the importance of customer service.
Luke Hanley
5.0
My wife and son, Rinchen and Tashi Hanley, had a flight cancelled on short-term notice (less than 3 hours) out of Los Angeles on July 2 headed to Bali, Indonesia to meet me for a family vacation. Subsequently they were also delayed in Quanzhou and were forced to spend over 20hours in Quanzhou. Our Bali vacation was planned for one year and their two day late arrival greatly disrupted and shortened the trip plans. I request compensation for the hardship they endured and lost time on our trip. I will provide whatever additional information is required upon request. If I do not receive a response promptly I will look for alternative options to rectify the matter not limited to, but including legal action. I look forward to your reply
Ranjop kaur
5.0
Recently I flew with your airline from Sydney to Delhi. I was really happy with your airline from Sydney to Guangzhou. But really disappointed with your service from Guangzhou to Delhi. Your flight was late from Sydney to Guangzhou .which is my connect flight from Guangzhou to Delhi . That flight leave to me at Guangzhou airport. That was not fair .After that flight staff provided to me room at hotel. But their service was not good. They were not provide to me dinner all night. My family was reached at Delhi airport for received to me . They booked taxi for me but that reason I didn’t reached on time at Delhi. For that reason hired a lot of money ( 400$) . During that time I loss 800$ in a 1 day. That was very bad experience for and I am suffering from financial problems. I need my money back.
Fatima Zahid
5.0
I am a foreigner. Yesterday I faced a very embarrassing situation while traveling on your airline. I was traveling on ticket from Dubai to Harbin with a stopover at Guangzhou. (See attached boarding passes).
But my flight CZ 384 was more than an hour late. (See attached picture) When I reached Guangzhou, although I had the boarding pass, i was refused by your staff to enter the boarding gate. Even when I was on time for my next flight (CZ 3905). but this flight departed early. (2:23 pm)
This is so embarrassing as Firstly your airline is late (arrived 2:03 pm) and then without considering your passenger (who already suffered due to late departure) to atleast let me board the plane on time. Instead the next flight CZ 3905 departed earlier than scheduled (departed at 2:23 pm) (actual time 2:55 pm) . The difference between the two flights today is only 20 minutes. And how is it humanly possible that a person can do immigration and board the next flight in this time. I booked a Muslim meal for my flight CZ 3905, which was not provided to me on next flight CZ 3623 and I had to face the inconvenience due to hunger as well.
I asked for information about my baggage on helpline and transfer desk. While nobody assisted me in this regard too. i called on number 0208612008 at 3:45 pm (Reference attached to this email) and they said they ensured my 2 bags are in the next flight CZ 3623. i visited the transfer counter as well. however, upon my arrival i was informed that the airline left my bag at Guangzhou. and I need to go without my baggage. (Reference attached)
Now, my concerns are as follows:
1. When I had the boarding pass, why did your staff at Guangzhou airport refused me to enter the plane?
2. Why did my connecting flight CZ 3905 leave ‘early’ than scheduled, when a passenger with boarding pass did not arrive?
3. Why did my baggage was misplaced even when i confirmed it from the China southern transfer desk at Guangzhou?
4. It was ensured to me that I will get my baggage the next day. Which is still not given to me. and i am still waiting for my expensive things. When will my baggage be handed over to me?
I am deeply shocked and feel shame for your airline. I always considered China Southern as a good Chinese airline but today I feel shame. It was a pathetic way of handling a customer and I will raise my voice on every platform i can. I will also suggest my family and friends never to use China Southern airline. As it can cause a big blunder. My journey on China Southern was a big mess. And I will never let any friend use your airline. I will raise my voice to my country’s media and social media too.
Furthermore, i want to launch a formal complaint against all those who are responsible for this mess and inconvenience caused to me. I hope a strict action will be taken in this regard.
Delorme
5.0
Flew from Guangzhou to Paris with my partner. Arrived on 8th of July. My luggage did not arrived but my partner baggage yes. We are the 13of July now. And even though i have been told that my luggage is arrived in Charle de Gaule 2 days ago, there is still no news about when it will be delivered.
First time flying with China sourthen and last one. There is a lot of messages about problems with missing baggage.
That is not very good for you credibility ans image. On top of that you are only compasating $65 where other company like airfeance compasate for $100.
You are ruining people holidays. I need my baggage and want to know what has happened to it.
Tanvir Mahmud
1.0
I came from Guangzhou to Dhaka, Bangladesh on 21/June on CZ391 flight. But my bag did not arrived.
I did complain but no one from China Southern office is picking my phone to give me updates. Two days already gone and there is no update from there side. Behaviour of the China Southern Airline people at the Airport is very bad and unhelpful.
I am afraid now that I will lose all my important things in the bag.
Very bad service.
Meirong Du
5.0
My baggage lost at LAX airport by China Southern Airline. I was instructed to file baggage loss claim at destination airport. Because I have to transfer to another airline within 4 hours, I have to leave LAX airport in order to catch up my next flight. I filed loss baggage claim at destination airport with American Airline. Now I was told I need to file loss baggage claim with China Southern Airline. I have been calling 888-338-8988, 310-410-1318, and 310-348-8280. No one want to give me any mailing address or claim procedure for me to file a claim. Basically I guess China Southern Airline does not want any claim at all. Anyone please inform me the claim procedure or their claim department address.
AURORA TUPAS
5.0
Dear Sir/Madam,
China Southern Airlines has lost my luggage while travelling from Amsterdam to Guangzho on May 4, 2018. The reference number given to me by baggage claims department in Guangzho is 16652. I have also been asked to pay for the taxi to pick up the luggage from the airport when they found it which cost me 100 Yuan, they told me they will refund the cost.. It is now a month since it happened but I have not received any compensation or refund for the taxi fee. I am very disappointed. I did not have my luggage while I was in Guangzho for 3days and 2 nights which had my clothes and personal effects. I have asked for compensation and taxi fee but I have not received this up to now. 1999 Montreal convention has made it a law for airlines to pay compensation to passengers if the airlines loss their baggage.I hope to hear from you ASAP.
Sue
2.0
Undue stress from changing flights – flight from Tokyo to Guangzhou was delayed by 1 hr in take off. The transit time from Guangzhou to Mel was 1 1/2 hr – the staff made us run from one terminal to connecting flight thr custom / immigration etc – we are in our 60’s not exactly young – no form of transportation was provided. With delay there was no time to load our baggage to departing airline . We had to fill a form for baggage – and my baggage was only delivered to my home 1 1/2 days later . Arrival time Mel 8.40 am – luggage delivered next day 7.30 pm – 23 hrs later.
Amita Karia
1.0
This is one of the worst airline I have ever flew with. It made my trip completely disaster and I want refund and compensation for the worse experience they have given me. The issue is no one is responding or contacting me to log my complain and resolve it ASAP. I am continuously draining out with the money I have spend in my trip due to delay and cancellation of my flight. Can someone take this seriously and contact me ASAP.
Flight booking Reference – E Ticket No – 7845352004206-207
My scheduled flight from China was on 7th May 2018 from Guangzhou Airport (Canton-Baiyun International Airport) however my first flight from Guangzhou to Beijing Airport which was at 19.00 was delayed and which means my other 2 flights from Beijing to Amsterdam and Amsterdam to Birmingham was cancelled. On airport I was told from one counter to go to another counter. International department told me to go to domestic and domestic told me to go to international. I understand my flight was delayed and cancelled however no one took responsibility to shift me to another flight. The international department of China Southern Airline was so so rude, they were pointing fingers at me and was not answering to any of my questions. No one was responding me, I was in tears. I had hospital appointment to attend and I had to return back to Birmingham next day but no one helping me out. The experience was disaster and no one was ready to help. I have been travelling for long years now and this is the first time I have faced such a problem. No one was ready to help me and no one was ready to sort out the issue. With no option left I had to book Qatar airways for return flight from Guangzhou to Doha, Doha to Birmingham. I paid lot of money to return back for the separate flight. I need refund for this flight as it was cancelled, I need compensation for this flight as I incurred mobile charges, taxi, food and the mental stress and taurma I went through during the course of delay and Cancellation.
Flight QR875/ 8 May 2018
Worse case was Qatar airways – Guangzhou Doha flight was also delayed which means I missed Doha Birmingham Flight too. After total delay of 26 hours on departure and 24 hours on Arrival I managed to reach Birmingham on 9th May 2018 morning at 7.40 Instead of 8th Morning at 8.30. I missed my hospital appointment and 2 days of leave from work. I need total compensation for all this and I request someone to get back to make ASAP.
Tricia Asuncion
3.0
Unfortunately, my first experience flying with China Southern from Toronto – Guangzhou – New Delhi was marred by their abysmal web check-in service. Their rating cannot be higher than 3 stars because of it. Get your web check-in functionality up to satisfactory standards China Southern! It is unacceptable for a 4-Star Skytrax rated airline. Try to select seat but keep getting an error msg. Then it said I had already checked in, but there was no option to confirm what seat it was or to print out the details. I had to wait until I got to the airport to know for sure if I was actually checked-in & what my seat was. To note; I always fly business class to my international clients and fly regularly. I will have to consider a better Asian carrier the next time I travel to New Delhi or Manila. It’s a competitive marketplace and the speed of business is such that I don’t have an extra 10-15 minutes to fiddle around with a crappy website.
Elsie umayam
5.0
We purchased our ticket at online manila to sfo, we are suppose to leave on april 23 2018 but the china southern airlines staff told us that we have to get visa because we have 2 transit in china which is wuhan and guanhzhou . First we went back to our home giving traumatic experience to our first time travel together with my family esp with minor child. We filed a travel authority to leave our service for this and then the manager made us new rebooking ticket without charge and ask for apology and assured us on our returning back there wuold be no wuhan. And then when we were at the immihgration they told us that we only have 3 mos validity in our passport. Which honestly we are not aware so since they are more knowledgeable on this .. they can even tell us all the requirements before they gave us the rebooking because they have our copy of our passport and then hey forced us to sign a waiver ont that same flight day. On our returnjng back again in sfo airport on may 10 2018 they did not let usa fly again told us that there wud be problem in wuhan because of the validity of pur passports and told us if we will buy our tixkey without wuhan . So i told them that the manager assured usa there wud be no wuhan. And i told them that they assured us that there wud be no wuhan on our returning flight. But the other manager chinese woman and two men came down and told us that it was our fault because of our passport validity and nevertheless if we have non -expiring or expiring passport we cannot pass china without china visa. First of all when they rebook they should let us know all the requirements and not by one by one we were shocked and surpise of the problem on the day of our travel day and we are forced to accept the terms and change of date travel. And the personnel of china southern airlines shouted at me in the phone (aileen) and in the airport of san francisco they even treat us heartless and i have a minor with me and my travel autjority is only on may 10 which our government will make me absence withput official leave on this. It was so tragic stressful and traumatic experience since its our first family vacation together in USA and they ruin and i even cry because of their treatment.. They even questioned how we were able to enter USA which act I think is not within their authority..we undergone all the proper procedures to make this family tour of us possible. Our own government gave us authority to travel, the US Govt grant us the appropriate VISA. I chose the airline in the hope that through its services we can be able to enjoy our family tour to its full extent. However, because of the way some of the employees treated us our tour became a sad and traumatic experience for us especially to our minor child in the airport they treated us shabbily and with disrespect. O jave my proof that tjey issued us ticket withput gljng to wuhan then all of a sudden they gave us problem 2x transit to wuhan which they made an alibi 1st on our departure that we need china visa. And then told us to buy ticket withput transit to wuhan so there would be no problem on the validity of pur passport in which our original ticket is we dont have wuhan. You are d worst airlines and my first time to be treated inhumane. And after 4 days of waiting you will send me email that i have to buy another ticket and u are not liable. Since all ur alibis dont match and after reviewing all the other complaints seems that u are used to do these on your clients. We tried to be nice as we can depite of your staffs rudeness.
Amit Sood
5.0
I booked my tickets through ‘TRAVEL stream’ air ticket booking agent in Melbourne VIC on 23rd November 2017 to travel from Melbourne to New Delhi. The tickets were booked for self, spouse and my son.
We (including my family members) were given confirmed tickets to travel on 30th March 2018 (e-ticket details are mentioned below)
On 28 March 2018, I just chanced to ask my travel agent to confirm about my baggage allowance and he informed me that our booking was not confirmed. The agent could not give us any explanation whatever and I therefore rang up the airlines. Instead of giving us any plausible reply I was asked to get in touch with the agent.
This revelation was like a bolt from the blue and I just could not believe that I had made all the preparations to travel on 30th March 2018 and I am being informed by the travel agent that our tickets were unconfirmed.
My family is still to recover from the rude shock. When I informed my parents, relatives and friends in India they just would not come to terms with this unfortunate turn of events as they had planned a gala party on the eve of 31 Mar ’18 which had to be sadly cancelled.
I was forced to change my travel dates by my travel agent. This being the Good Friday weekend, I had no option but to agree to the change of travel date.
I shudder to think if self and family had gone to the airport on the appointed day and time and told by the airline counter regarding the non-confirmation of seats the shock would have been unbearable.
Self and Spouse took an extra day off from the office on 29 March 2018 to sort out the mess we were pushed into because of the sheer incompetency of your Airlines.
Apart from losing monetary benefits which occurred due to taking leave when not required and wasting 2 (two) days of our hard-earned leave in Australia.
The incompetency displayed by your staff has not only harmed us monetarily but has also pushed us and our kith and kin into psychological trauma.This was certainly not expected from the airlines of your repute
You are therefore liable to compensate us in the best possible means lest I approach the consumer court and other various courses provided to the aggrieved citizens by the law of the land.
China Southern Airlines staff at Heathrow airport almost RUIN MY HOLIDAYS.
Fligh 304 de China Southern
16 mar.-Confirmación n.º WHMCQ4
ELENA RUIZ MIGUEL, Spanish
On the 16th of March I went to the counters at Heathrow airport to get my boarding pass. The girl at the counter asked me for my visa. I explained that I was travelling to Vietnam for less than 15 days and according to the information provided by the Spanish Embassy in Hanoi I didn´t need a visa.
Exención de visados
Se prorroga la entrada sin visado para ciudadanos españoles
15/06/2017
Las autoridades vietnamitas han confirmado a esta Embajada la prórroga, hasta el 30 de junio de 2018, del programa de exención de visado existente para los ciudadanos españoles que tengan previstas estancias en Vietnam de un máximo de 15 días.
El programa actual permite a los ciudadanos españoles entrar en Vietnam sin necesidad de tramitar visado previo, siempre que se realice una única entrada en el país y que el pasaporte tenga una vigencia mínima de seis meses. Se recomienda en todos los casos viajar con prueba del billete de salida del país dentro del plazo de 15 días que rige la exención del visado.
Cualquier modificación sobre las condiciones de entrada se publicará en esta web tan pronto como se reciba la información por parte de las autoridades vietnamitas.
The girl at the counter called a supervisor to confirm the information. They checked their system and informed me that I was not able to get the flight without the visa.
I tried to explain again that I didn´t need a visa but they recommend the next website https://www. evisa.immigration.gov.vn. I did try to complete the application for an urgent visa. It didn’t go through because it was 20:30pm Friday 16th of March 2018.
Similar to Urgent option except it only takes 30 minutes – 3 hours. The extra charge is from 49 USD/person. You should call our hotline +84.909.343.525 to confirm the application has been received and acknowledged to process immediately. You are subject to pay stamping fee at the airports. (You can apply supper urgent case on weekend/holiday for arrival date is next Monday or next business day.)
The website had a Vietnamese telephone number. I tried to call three times only to get through an answer machine due to the time difference.
I was almost on tears. I didn´t understand why China Southern Airlines staff at Heathrow airport was asking me a visa. I was trying to get one and couldn´t. I didn´t know what else to do.
I came back to the counter to check again with the China Southern Airlines supervisor. I begged her to double check her information. She said ´Lady, I double checked and you won´t be allow to flight without a visa´. I implored her to triple check and if possible to ask someone else to be 100% sure. She wasn´t willing to do it but at the end and after my insistence she did triple check with another supervisor that was around. She went back to the counter to talk with the girl there and left without a word.
The girl from the counter informed me that I was allowed to flight. She provided me my boarding pass. I was so relieve that I could only thank them for everything.
When I calmed down, I thought about what had happened. WHY DID I THANK THEM WHEN THEY ALMOST RUIN MY HOLIDAYS?
I explained that I didn’t need a visa. WHY DIDN´T I GET AN APPOLOGY AFTER THEY REALISED ABOUT THEIR MISTAKE? It was horrible trying to convince them that I did everything right.
I was very happy, it was the beginning of my holidays but the staff left me a bad taste in my mouth to start with. WHAT WOULD HAVE HAPPENED IF I WASN´T PERSISTENT????
Thank you for your time.
ELENA RUIZ MIGUEL
Mitul Thakur
1.0
I booked a ticket From Vancouver (Canada) to Delhi (India) for my mom who is Nepali citizen. her information of china southern airline is CZ 330E 17FEB J YVRCAN HK1 1140A 510P 18FEB S SPM HRS /DCCZ*PTRH23 /E and CZ 359P 18FEB S CANDEL HK1 715P 1050P SPM HRS /DCCZ*PTRH23. When we reach Vancouver airport the front desk lady and supervisor asked for India Visa for Mom saying she requires visa to India even though she is Nepalese citizen as she is going via China. I explained to her that there is no visa requirement for Nepali citizen in India and only Nepali citizen who are visiting China (going out of china airport and have china visa on their passport) and then from china going to India requires Indian Visa. As she is not getting out of airport and does not need any china visa, she does not need any Indian visa. I also informed that I had called Indian embassy and have confirmed this and gave the option that if at Indian airport they deport her to Nepal is fine with us. However The China Southern airline front desk lady and supervisor did not allow boarding of my MOM and hence we had to cancel her ticket and book on Air Canada flight.
We were (family of 4 with small kid) also travelling with her. When we reached Delhi airport, I personally asked the immigration officer about our scenario. He clearly explained that any Nepali citizen who are stepping outside china airport (requiring china visa) will need Indian visa upon arrival in India, but if they are just flying in any chines airlines and having a transit in china and not stepping outside of china airport does not require any visa to India. We contacted China Southern airlines staff at Delhi airport too and they said that Vancouver staff did wrong and should have allowed my Mom to travel.
we had a lot of stress to do all these things at Vancouver airport in few hours before our flight. My Mom does not speak English and it was very difficult to leave her stranded for hours for the next flight of Air Canada which was luckily on next day. These things happened just because of China Southern airlines staff and supervisor did not know about the rules. We also had to pay huge amount for my Mom next day Air Canada ticket and the refund we received from China Southern was just $350 CAD. I have heard same thing happening to many other Nepali citizen travelling from Vancouver airport via China Southern airline to India. This is really sad and disturbing to public that they do not keep themselves and their staff updated with immigration rules. Because of these we public have to suffer and pay. Who is to be blamed and who should actually be billed for wrong doing?
Wendy Wang
1.0
Me and mum booked a flight from Melbourne to Fuzhou with a stop over at Guangzhou. Originally we only had to wait for 3 hours in between. Now 3 days from our flight, we were told that the stop over time had been changed into 8 hours and 45 minutes. What kind of service is that! If we didn’t call in to check our flight times, we would have never known. Please at least to make an effort to tell us our flight change beforehand by at least a week. Crap customer service people that don’t even tell you why our flight was cancelled and told us we had to wait for so long. DON’T FLY WITH CHINA SOUTHERN AIRLINES, NOT A GOOD IDEA!
Kat
5.0
Booked tickets to fly from London to Ho Chi Minh City with a stop in China. The crew had no idea that I have requested special meals (vegetarian options) although I had marked that when booking the flight in the first place. The first flight was very frustrating because it is so long and the crew didn’t seem worried about it at all, just annoyed with us. They kept saying that I should have called to tell them I’m advance, which was no where stated when I was buying the tickets. On the way back I sent an email 4 days in advance but after receiving no answer I phoned 12 hours before the flight and after spending 30minutes with rude staff members and God knows how much money on a phone call to China, I gave up – apparently I was supposed to call 24 hours in advance and not only 10. We spent more money for enough snacks for our nearly 20 hour journey but this time the flight crew on board was very sweet and provided us with delicious vegetarian food. I feel bad reporting them if it is not their fault, but surely things could have been handled better. To everyone with special dietary needs – call in advance and hopefully they will get it right.
Greg Lewis
1.0
My wife (who flies with an emotional support dog) recently booked a flight on Delta from Tennessee to Guangzhou, China. Delta uses China Southern for the LAX to CAN leg of the flight and back. We were told we needed special permission (request 72 hours) before flying to take her emotional support dog on board the China Southern flight.
We sent many emails and made numerous phone calls to find out what documentation that CS would need to allow my wife to fly with her dog. Finally, we get a “LADY” on the phone in California who informed us that unless we bought our ticket directly from China Southern and it had to be two one-way tickets, that she could not and would not begin to process our request. I informed her that we had spent over $2000 on Delta tickets and she proceeded to tell us that was not her problem.
She said we had no other options than to purchase two one-way tickets with China Southern and then she would process our request but no guarantees that they would approve our request.
I nearly begged her to please help us find a way around this and she repeatedly stated we had no other options. I asked to speak with a supervisor and she said non were on duty and I would have to call China. I asked her when a supervisor would be on duty in California and she proceeded to say one more time that we had no options and hung up on me.
I am now holding a Delta ticket that for all practical purposes is useless. I will never deal with China Southern again and I strongly encourage anyone thinking about flying with them to reconsider. They are the most uncaring and rude airline we have ever had dealings with.
Asad
2.0
Please improve your flights schedule from Islamabad to Urumqi flights. I am your frequent customer but I always got late when I have flight from Islamabad to Urumqi. Last time I got late almost 3 hours. Flights from Islamabad airport is always late about 2 or 3 hours. Please try to follow the given schedule or time of air ticket.
Michelle J
1.0
A long complaint but worth the read:
Upon leaving Amsterdam (CZ0308) on Thursday 21 December the flight into Guangzhou was delayed by an hour. The aircraft were aware that I had to get my connecting flight to Sydney (CZ0301) that was scheduled to leave Guangzhou at 8.20am. The aircrew on the flight from Amsterdam said I would still be able to make it as we landed at 7.30am (an hour behind schedule). Myself and two other girls therefore immediately left the aircraft as soon as we touched down at Guangzhou. We proceeded to run to passport control and arrived at the desks at 7.40am (when check in opened). Upon presenting my boarding pass the lady behind the counter took one look at it and asked me to step to the side. She did not tell me why. She did not speak much English . The two girls who were with me were told the same.
A gentleman by the name of Dennis Wong then appeared and informed us we had missed our flight to Sydney. I stared at him in disbelief and informed him the flight did not leave until 8.20am. His response was “sorry, missed flight”. We tried to tell him we hadn’t and that we had time to get to the gate if we ran. Sky priority ticket holders in the meantime were being allowed through and we saw them running up the stairs to security in order to catch the plane. We tried to reason with Dennis and informed him check-in for the Sydney flight had just opened and we could still make it. He refused to let us past and said he had removed our cases from the flight we had just disembarked from. I was naturally furious at this and asked him why and that he should be able to hold the flight because it was not my fault that China Southern Airlines were late. He said he could not hold the flight. He was very rude, dismissive and extremely unhelpful. He walked away numerous times when we were talking to him. We had plenty of time to get our connecting flight but he refused to let us board telling us we had missed the flight when we had not. Given that the airline I had flown with was China Southern and that my flight from Guangzhou to Sydney was also China Southern I believe that ground staff at Guangzhou would have been well aware of the aircraft from Amsterdam arriving late and thus meaning they should have informed the connecting flight from Guangzhou to Sydney that a few passengers would be arriving late for the flight. This was not done and I find this unbelievable and totally unprofessional of China Southern staff. We asked to speak to Dennis’ manager and were ignored. Staff would say “one moment” then disappear and not come back.
Dennis Wong then proceeded to tell me he would put me on the next flight. I asked when this would be and he said 6.30pm that evening. By this time it was 8am. I explained I had family collecting me from Sydney airport on the night of Friday 22nd December and he responded with “sorry you have missed the flight”. He said he would offer us a free lunch and a bottle of water at 12.00pm and told us to leave. The two girls and myself asked for an upgrade to a different class on the next flight due to the inconvenience this had caused us and our families. Dennis refused this request and practically laughed at us when we told him it wasn’t fair that he had made us miss our flight.
Upon staying in Guangzhou for another 10 hours it was evident after a while that the catering staff did not accept visa debit cards and accepted only their currency. I had none of their currency due to not expecting to stay in the airport for longer than the scheduled one hour and a half. I was hungry and unable to eat because of this. Upon speaking to Dennis again before lunch about vouchers for food he refused to help and said this was not possible. The lunch at 12.00pm was disappointing and not at all nice. It consisted of a small portion of rice, four small hotdogs, a few pork balls and a warm bottle of water. This was not acceptable given the fact we were still not due to board the rescheduled flight for another six hours. I found Dennis throughout this whole experience downright rude, unhelpful and he acted as if he did not care at all about the upset and stress his actions had caused me that day.
It is also worth noting I paid an extra £200 to arrive into Sydney on the night of Friday 22 December. Given that I did not arrive into Sydney until the early hours of Saturday 23 December I believe that I should be recompensed for the stress and inconvenience one member of staff at Guangzhou airport caused me. I spent well over 30 hours travelling instead of the 23 I had initially booked and paid for. I’ve submitted a complaint via email so now waiting to hear from someone about this.
Due to the above I won’t be flying with China Southern Airlines again.
Jennifer
5.0
My family flew from LAX to NYC and then GuangZhou and then Jakarta.
It was freaking terrible service, people are not helping. Our luggages are lost and they asked in every airport they stopped but noone could check anything and instead saying ‘we can’t find yours’ ONLY. If you can’t find it then where is your responsibility?! And now instead of searching for thr bag from LA till NY to GZ and JKT, they just hope to see my luggages somewhere among their flight. SEARCH MISTER. HOW IS IT GONNA HELP IF YOU ARE JUST WAITING AROUND?! The most irresponsible airline we’ve ever used.
Esteban
5.0
I took a flight from LAX to Guangzhou and the food was off and I got food poisoning. I then took a flight from Guangzhou to Ho Chi Minh and my checked in bag did not arrived. This is a terrible service and not expected from such an airline like China Southern. I have medicine, gifts and my wedding dress in my bag. I demand compensation from my lost luggage.
Joaquim N
5.0
On December 25, 2017. on Flight CZ307, the flight delayed more than 8 hours, leaving Guangzhou, around 8:32 am.
During the waiting period at the airport, the ground staff was extremely poorly educated and the service was poor!
The food, provided was of dubious quality, looked like dog food.
They refused to make Hotel available, obliging passengers to stay in the airport in degrading hygienic conditions, namely sleeping on the floor, some without blankets, since these were not for all passengers.
We were not given any information about the connecting flight between Amsterdam and Lisbon. Forcing us to spend about 5 times checking the border to try to get information, which nobody gave.
It was 7 to 8 hours of Pressure, Lack of Information and Poor Education of Land Services at the service of China Southern!
During the boarding, they tried to “Bribe” us with 200 Yan, which in my opinion, was a Criminal attitude!
Magdalena
Totally agreed with Joaquim, we were at the same flight and we can confirmed the scandalous behave of ground staff form Southern China; very poor condition (sleeping at floor the whole night, no warm food, no explanation, no care and the “200yan bribe”. never ever gonna take the flight with them. after finally arriving in Amsterdam we had another 7-8h of waiting to our rescheduled flight. We landed in Warsaw at midnight on Christams day with no means (at that time) of transportation to our home town.
Jasdeep kaur
1.0
Hello CSAir,
I flew in from CAN to LAX(csair) on 28th dec 2017 and then to SLC(delta). This is in regards for my baggage which never arrived at LAX and was told by the csair staff(at LAX) that it is it at CAN ghonzou airport. As per direction I filed a baggage claim file and proceeded on with my slc flight. Now it has been 3 days, every time I call csair baggage they reply the same we are not able to trace the bag and trace is on. Same words every time. I had my important and expensive dresses, makeup my medicines in that bag. Every day im sufdering and no positive response from your side. This is so unprofessional. The baagage service that you have contracted does not seems to know anything about it and just reply with same line “Trace is on and thank you have a good day.” What nonsense is this?
Sid Abohari
1.0
Hi ,
I am being forced to lodge this complaint after the harassment we have received from China Southern Airlines and their Indian counterpart in New Delhi .My wife boarded flight # CZ 359 on 19TH Dec from Guangzhou,China for New Delhi India .Upon landing it was advised that her baggage has been left stranded at the Guangzhou airport and she would receive her baggage in a day or 2 ,delivered through courier at her destination in India .After numerous reminder ,phone calls and emails from my wife and also from myself in Sydney Australia ,finally she received her baggage on 29th Dec 2017 at 7 Pm IST .Not only did she had to live without her own baggage for over a week ,but had to go out and buy each and every clothe to wear ,and above all the harassment she had to go through while dealing with staff of China Southern Airlines .The final nail was hit on our head when my wife received the baggage with more than half of the items missing and upon questioning the delivery man ,his answer was ” he dint pack the baggage so he cannot confirm what all item have been missing.I have deiced to take this matter further and would lodge a written complaint against the airlines to the NSW Deppt of Fair Trading and would leave no stones un turned to highlight about the ill practices of this Airlines and its staff .
Camille Gallo
1.0
I cannot find the right words to describe my absolutely HORRIBLE experience with China Southern, Cheapflights AND Tripair.
Your companies are both responsible for the high level of STRESS my family experienced FROM DECEMBER 20 TO 22 trying to get to Las Vegas from Manila, Philippines.
We booked our tickets through Cheapflights.com/Tripair in October. The 3 tickets were booked separately because of our different return dates.
The sequence going to LAS was supposed to be MNL-CAN-SFO-LAS.
HASSLE 1: Back in November, I received separate emails from Tripair for 2 of the tickets saying the sequence has been changed to MNL-CAN-LAX-LAS because of a cancelled flight.
I replied immediately follow up several times with Tripair before I got a response. I even had to bring up the 3rd ticket proactively, because you only notified regarding a change for 2 tickets.
I eventually got a response saying to assume that the change is applicable for the 3rd ticket as well.
I DID NOT RECEIVE ANY OTHER NOTIFICATION FOR ANY OTHER FLIGHT CHANGES FOR ME, MY MOTHER NOR MY BROTHER.
HASSLE 2: At the check-in counter in Manila, we were told that the sequence was now going to be..
>> MNL-CAN-*Another stop in China-LAX-LAS
..but that since there were going to be 2 stops in China, we needed Chinese Visas.
I DID NOT RECEIVE ANY CALLS NOR EMAIL REGARDING THIS CHANGE. We do not have Chinese Visas, it was not stipulated in the terms when I booked the flights. Regardless, given the Visa Requirement, our flight sequence should have been fixed & I should have been contacted. I DID NOT RECEIVE ANYTHING.
The CHINA SOUTHERN ground crew at Manila Terminal 1 rerouted us to an earllier SFO flight from CAN.
I asked, “What about our connecting flight from SFO to LAS?”, and YOUR CREW IN MANILA said “We can take the flight that was on our original itinerary.”
I clearly said I had received a flight change notice from China Southern & Tripair that we would be flying in to LAS from LAX instead of SFO (which again was on our original itinerary), BUT NO ONE CARED TO LISTEN OR CHECK THAT WE WOULD NOT HAVE PROBLEMS WITH OUR CONNECTING FLIGHT.
The change in our flight to SFO got us 16 hours earlier into the United States, but that meant we would now have a 24-hour layover in SFO.
We arrived in SFO Dec 20 4:30pm and our (take note) EXPECTED flight from SFO to LAS was at 5:15pm the next day.
HASSLE 3: OUR BAGS DID NOT MAKE IT ON THE PLANE WITH US and we had to wait for the next flight from China for ALL 6 BAGS.
HASSLE 4: Can you believe that THERE NO LONGER WAS A FLIGHT FROM SFO TO LAS on Dec 21 at 5:15 pm and that WE WERE WAITING FOR A FLIGHT THAT DID NOT EXIST? A flight I clearly asked if we were going to have any problems with while we were still in Manila.
HASSLE 5: I called a China Southern SFO number and got disconnected 3 times before I was on the phone long enough to not be disconnected, while your representative rebooked us a flight for 8AM Dec 22 with United Airlines. I spent a total of 3 hours on the phone with China Southern just getting this fixed. This is not even counting the almost half hour I would be on the phone again with China Southern AT THE COUNTER WITH UNITED AIRLINES. I even called UA customer service immediately because China Southern said since my ticket did not have our middle names and our passports did, we may have a problem boarding. THIS MEANT OUR LAYOVER IN SFO WAS NOW 39 HOURS LONG.
HASSLE 6: We were finally at the United Airline counter to LAS, but they said they were only seeing the Reservation – NOT A CONFIRMED TICKET.
HASSLE 7: On top of this, it says the tickets that were processed for us were very basic economy meaning YOU DID NOT INCLUDE OUR 6 PIECES OF LUGGAGE IN THE BOOKING.
HASSLE 8: I immediately called China Southern and was at the United Airlines Counter until 7:20AM – our bags had needed to be checked 5 min ago and the flight was 8AM.
HASSLE 9: The China Southern representative I was speaking to while at the counter said since on her end she is seeing that the tickets were confirmed, that SHE COULDN’T DO ANYTHING FOR ME. I asked to speak to a Supervisor and she said her supervisor doesn’t speak English so she could not hand me over. I was just told to look for a China Southern counter or “just talk it over with United Airlines.” I was in a United Airlines Terminal where there was NO CHINA SOUTHERN COUNTER.
CHINA SOUTHERN – Your handling of this extremely urgent situation was TOTALLY UNBELIEVABLE. The Supervisor did not want to talk to me, your representative was absolutely unhelpful – you didn’t even think to directly coordinate with United Airlines to link the reservation and confirm our tickets. If not for the United Airlines people at the airport, we wouldn’t have made it on the flight with our bags.
HASSLE 10: Half our bags did not make it on the United Flight because of the delay your lack of customer service caused while United was trying to help me until the very last minute they could.
HASSLE 11: CHEAPFLIGHTS & TRIPAIR – You should also know that you changed our flights going back home from CZ3077 (same flight #s) on Jan 11 & Mar 12 to totally different flights at 1pm flight on Jan 12 & Mar 13. AGAIN WITHOUT NOTIFICATION FROM TRIPAIR NOR CHINASOUTHERN. If the flight was changed because the transfer time from the previous flight was too short, then you should not have made that sequence available on your site CHEAPFLIGHTS AND TRIPAIR. And again – I DID NOT RECEIVE EVEN UP UNTIL NOW, ANY NOTIFICATION FROM ANY OF YOU.
HASSLE 12: THAT’S GOING TO BE AN ADDITIONAL 17 HOUR WAIT TIME IN CHINA – And I wouldn’t have even found out if I didn’t need to speak to China Southern Customer Service on Dec 22 because of our non-existent flight to Las Vegas. This also means I will be missing a day of work, and my mother will be missing a day of work as well.
I picked this flight sequence for a reason, and even if changes may occur – you should not subject your CUSTOMERS to an inconvenience as HORRIBLE as this.
Cheapflights – YOU SHOULD HAVE NOTIFIED ME OF ANY AND ALL CHANGES. YOU SHOULD NOTIFY YOUR CUSTOMERS OF ANY CHANGES WITH UTMOST URGENCY and not leave them feeling helpless and hopeless.
Cheapflights and Tripair, our incorrect and uncared-for booking had not only caused a 39-hour wait time at an airport, in the future – a total of 2 missed days of work, wasted time because of delays & writing this complaint, but more importantly undue stress because of your unreliable service.
China Southern, your uncaring customer service and incorrect booking of our United Airlines flight to Las Vegas has caused a great deal of stress to me & my family. If not for the help of the United Airlines staff, we wouldn’t have made it to our destination for this trip, & we would have had to pay up to $600 for our luggage – if they had not overheard that painful customer service call I had to have in front of them & they were kind enough to waive.
I look forward to hearing from all of you as soon as possible to resolve this problem. If I do not hear from you within 2 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I may be contacted at the following addresses & phone numbers before while I am here in the United States.
5327 Aurora Beam AveLas Vegas, Nevada 89122628-224-0960
137 M. Acosta st.Pasay City, Metro ManilaPhilippines 1300+639176330620
Camille Gallo
I have contacted Cheapflights through their website and a waiting for a response.
Sent from Yahoo Mail on AndroidForwarding this to you.(div id=”yMail_cursorElementTracker_1514392787911″>I still in the United States on vacation and wish that you can give this attention while I am still here.Sent from Yahoo Mail on Android —– Forwarded Message —– From: “Camille Gallo” To: “[email protected]” > MNL-CAN-*Another stop in China-LAX-LAS
..but that since there were going to be 2 stops in China, we needed Chinese Visas.
I DID NOT RECEIVE ANY CALLS NOR EMAIL REGARDING THIS CHANGE. We do not have Chinese Visas, it was not stipulated in the terms when I booked the flights. Regardless, given the Visa Requirement, our flight sequence should have been fixed & I should have been contacted. I DID NOT RECEIVE ANYTHING.
The CHINA SOUTHERN ground crew at Manila Terminal 1 rerouted us to an earllier SFO flight from CAN.
I asked, “What about our connecting flight from SFO to LAS?”, and YOUR CREW IN MANILA said “We can take the flight that was on our original itinerary.”
I clearly said I had received a flight change notice from China Southern & Tripair that we would be flying in to LAS from LAX instead of SFO (which again was on our original itinerary), BUT NO ONE CARED TO LISTEN OR CHECK THAT WE WOULD NOT HAVE PROBLEMS WITH OUR CONNECTING FLIGHT.
The change in our flight to SFO got us 16 hours earlier into the United States, but that meant we would now have a 24-hour layover in SFO.
We arrived in SFO Dec 20 4:30pm and our (take note) EXPECTED flight from SFO to LAS was at 5:15pm the next day.
HASSLE 3: OUR BAGS DID NOT MAKE IT ON THE PLANE WITH US and we had to wait for the next flight from China for ALL 6 BAGS.
HASSLE 4: Can you believe that THERE NO LONGER WAS A FLIGHT FROM SFO TO LAS on Dec 21 at 5:15 pm and that WE WERE WAITING FOR A FLIGHT THAT DID NOT EXIST? A flight I clearly asked if we were going to have any problems with while we were still in Manila.
HASSLE 5: I called a China Southern SFO number and got disconnected 3 times before I was on the phone long enough to not be disconnected, while your representative rebooked us a flight for 8AM Dec 22 with United Airlines. I spent a total of 3 hours on the phone with China Southern just getting this fixed. This is not even counting the almost half hour I would be on the phone again with China Southern AT THE COUNTER WITH UNITED AIRLINES. I even called UA customer service immediately because China Southern said since my ticket did not have our middle names and our passports did, we may have a problem boarding. THIS MEANT OUR LAYOVER IN SFO WAS NOW 39 HOURS LONG.
HASSLE 6: We were finally at the United Airline counter to LAS, but they said they were only seeing the Reservation – NOT A CONFIRMED TICKET.
HASSLE 7: On top of this, it says the tickets that were processed for us were very basic economy meaning YOU DID NOT INCLUDE OUR 6 PIECES OF LUGGAGE IN THE BOOKING.
HASSLE 8: I immediately called China Southern and was at the United Airlines Counter until 7:20AM – our bags had needed to be checked 5 min ago and the flight was 8AM.HASSLE 9: The China Southern representative I was speaking to while at the counter said since on her end she is seeing that the tickets were confirmed, that SHE COULDN’T DO ANYTHING FOR ME. I asked to speak to a Supervisor and she said her supervisor doesn’t speak English so she could not hand me over. I was just told to look for a China Southern counter or “just talk it over with United Airlines.” I was in a United Airlines Terminal where there was NO CHINA SOUTHERN COUNTER.
CHINA SOUTHERN – Your handling of this extremely urgent situation was TOTALLY UNBELIEVABLE. The Supervisor did not want to talk to me, your representative was absolutely unhelpful – you didn’t even think to directly coordinate with United Airlines to link the reservation and confirm our tickets. If not for the United Airlines people at the airport, we wouldn’t have made it on the flight with our bags.
HASSLE 10: Half our bags did not make it on the United Flight because of the delay your lack of customer service caused while United was trying to help me until the very last minute they could.
HASSLE 11: CHEAPFLIGHTS & TRIPAIR – You should also know that you changed our flights going back home from CZ3077 (same flight #s) on Jan 11 & Mar 12 to totally different flights at 1pm flight on Jan 12 & Mar 13. AGAIN WITHOUT NOTIFICATION FROM TRIPAIR NOR CHINASOUTHERN. If the flight was changed because the transfer time from the previous flight was too short, then you should not have made that sequence available on your site CHEAPFLIGHTS AND TRIPAIR. And again – I DID NOT RECEIVE EVEN UP UNTIL NOW, ANY NOTIFICATION FROM ANY OF YOU.
HASSLE 12: THAT’S GOING TO BE AN ADDITIONAL 17 HOUR WAIT TIME IN CHINA – And I wouldn’t have even found out if I didn’t need to speak to China Southern Customer Service on Dec 22 because of our non-existent flight to Las Vegas. This also means I will be missing a day of work, and my mother will be missing a day of work as well.
I picked this flight sequence for a reason, and even if changes may occur – you should not subject your CUSTOMERS to an inconvenience as HORRIBLE as this.
Cheapflights – YOU SHOULD HAVE NOTIFIED ME OF ANY AND ALL CHANGES. YOU SHOULD NOTIFY YOUR CUSTOMERS OF ANY CHANGES WITH UTMOST URGENCY and not leave them feeling helpless and hopeless.
Cheapflights and Tripair, our incorrect and uncared-for booking had not only caused a 39-hour wait time at an airport, in the future – a total of 2 missed days of work, wasted time because of delays & writing this complaint, but more importantly undue stress because of your unreliable service.
China Southern, your uncaring customer service and incorrect booking of our United Airlines flight to Las Vegas has caused a great deal of stress to me & my family. If not for the help of the United Airlines staff, we wouldn’t have made it to our destination for this trip, & we would have had to pay up to $600 for our luggage – if they had not overheard that painful customer service call I had to have in front of them & they were kind enough to waive.
I look forward to hearing from all of you as soon as possible to resolve this problem. If I do not hear from you within 2 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I may be contacted at the following addresses & phone numbers before while I am here in the United States.
*my contact details were sent to csa & tripair through email.
Bipin Shangari
1.0
I would like to put forward a formal complaint for the mishandling and the worst customer service attitude shown by your staff with regards to our lost baggage and the subsequent trauma that we are going through at the hands of your staff in Delhi Airport.
My wife who took the connecting flight from Melbourne to Delhi via Jetstar and China Southern on 6/12/17 flight Number JQ 504 and CZ-326, landed in Delhi, we filled the baggage delayed form and requested the staff to process the request to Sydney airport so that our luggage could be returned to us but your staff has shown no customer service attitude and has repeatedly tried to delay the whole process by advising that the night staff has said this and then the morning staff says that the night staff has done nothing.
The worst kind of document handling can been seen in the form itself where no File reference number has been provided to us by any staff. My wife has called your office in Delhi about 1000 times now and each staff says something completely false. Last we were told was that they could see the file in their system and they are sending a request to Jetstar who has the baggage with them and are waiting for your staff to send them a request to send the bag on the next flight to Delhi so that it could be delivered to my wife but I spoke to Jetstar and they have advised that they have receive no such request and there is no case number even showing in the system from China southern for our form that we filled. This is an appalling behaviour and would request your direct intervention and help so that our bag is sent to us on the very next flight to Delhi.
My wife has gone to India for her medical treatment and all her belongings are in that bag including all the medical reports, MRI scan CD and other doctor documents but as we have not got the bag so she cannot visit the doctor to start her treatment. I will hold Jetstar and China Southern responsible if her condition worsens due to the incompetency shown in handling this matter by your staff.
I will certainly appreciate your quick response in this matter and our baggage be delivered to us.
michele crowe
1.0
I am at the end of my rope, so this is the last resort I have. I have never dealt with an airline that has this little regard for people in distress. I was in Bali last week while the volcano was spewing ash and airports/airlines were closing. On Dec 2nd I went to the airport for my flight leaving Denpasar at 1am Dec 3rd,Flight Number: CZ0626. There, I was told by China Southern Airlines that my flight had been cancelled, and it was up to me to make phone calls to change my flight and book a new one. I had no help from the airline and we all felt abandoned and unsafe there in Bali. When I had my travel agency call, they were told the China Southern help desk we needed to use was CLOSED and could not help, but to try to book a new flight with a different airline on our own and call back Monday to talk about getting a refund for my cancelled flight. So after I booked a flight with a different airline that was flying, we called China Southern, and they would not issue a refund! After they told us we were cancelled and could not help us, now they wont give me my money back! I am being told that some agent in Jakarta (Agent # 13553) issued me a new ticket…. but I don’t even know how this would have happened. neither me, or my agent had been informed of such a transaction. To give someone a reservation with no authority, no permission, no information, no confirmation and then when the person doesn’t know about that flight and will not be issues a refund is simply unlawful. I will never deal with this airline again. NOT ONLY were we left to fend for ourselves in an unstable natural disaster situation, but then when we do what we are told, we are lied to and wont be given our money back for a ticket me were not able to use due to the airline’s cancellation…. NOT MY CANCELLATION. A China Southern Airlines agent changed my ticket without me knowing it and now that’s all they have on record. and every phone agent I speak to tells me its my problem I missed my flight. WHAT? This airline is a scam. They will not help you when you are in danger, and then they will steal you money.
Sergei Izraztsov
2.0
I recently flew from New York to Phu Quoc, Vietnam and back to New York with the stop in Guangzhou using China Southern Airlines. They delayed by baggage by two days without letting me know and lying to me it was on the airplane board. When finally it was delivered, the tsa lock was destroyed, the shackle was cut off and no paperwork for the suitcase check was provided! This is a very bad service I ever had with airlines.
Uliana
1.0
I kept trying to book a flight for 3 adults and 2 children on China Southern airlines for a ticket going from December 23rd and returning January 15th from Toronto to Vietnam. I was using the booking site Kayak and Flight Hub. I was given a price average under $1500 but every time I tried to complete a purchase, the price would increase by over $1000. This service is very unreliable and is constantly posting inaccurate pricing for this flight on the selected dates. I have attempted to find other pricing and this happened 5 times after I had filled out all my credit card information and passenger information. I have even tried to book by calling, gave all my information, and then the representative said the price had gone up again right when I was supposed to pay!
Basira Hosseini
5.0
Dear China Southern Airlines,
In October I flew with China Southern Airlines from Beijing to Seoul South Korea. When I landed I saw that my luggage was damaged. I reported this and I filled in the form. Later on, my hotel helped me and I called the China Eastern Airlines Baggage Service office. Later on, I was contacted by the South Korean branch of your company through email which deals with dammage and they offered 50 000 Korean won. However, I saw the email when I already left South Korea. So in the next email the office asked in which city I am right now. However, every time I try to reply and say that I am in Beijing till the end of January the email is send back to me with the notion that is not able to deliver it to the right email: [email protected]. So there is something wrong with the South Korean email address.
My case number is: CZ378255
I have been waiting for a month right now to collect my compensation and honestly I think it is quite disappointing as most airlines solve their issues at the airport immediately. Therefore, I am officially filling in this complaint form. I would like to get a quick solution for the compensation as I have been waiting long enough. Thank you for your help.
Kind regards,
Basira Hosseini
Mia Sasaki
5.0
Hello China Southern,
I had a flight arranged to travel from SFO to BKK. The second leg of my flight was cancelled, invalidating my first leg (due to timing.) I had another flight to take me from BKK to my final destination. Because of the cancellation from China Southern, I either have to spend the night in the airport to take my original flight or I have to book a completely new flight. China Southern says there is nothing they will do for compensation.
I would like some remuneration for this cancellation please.
PONCEOT
5.0
Complain number 6 :
Hello
I spend holidays in YUNNAN in April. I had to take a flight with my wife and my daughter from KUNMING to GUANGZHOU April 21 18:45 pm, flight number CZ3450.
This flight has been cancelled by your company.
CHINA Southern Company didn’t propose us any other flight to reach GUANGZHOU in order to have the connecting flight from GUANGZHOU to PARIS CDG, flight number CZ347 on April 22 00.20 am.
We reached GUANGZHOU with China Eastern Company. This company proposed us the flight number MU5753 from KUNMING to GUANGZHOU. This flight took off at around 10:15 pm and landed after the departure of the flight CZ347 from GUANGZHOU to PARIS.
We were forced to stay at Hotel in GUANGZHOU till next day because your company offered us any other solution. We reached PARIS CDG 24 hours later, with the flight number CZ2347, arrival in PARIS on April 23 6:50 am.
This situation has caused us private and professional prejudices. We were not able to have our meetings in FRANCE on Saturday, April 22. We had also additional costs : new train tickets to go back home (from PARIS to NANCY) and additional expenses for the car park.
I ask to CHINA Southern Company to pay us the additional costs, and pay us a compensation for the delay of 24 hours and the prejudices.
We hold the documentary evidences of additional expenses at your disposal.
Best regards
Steffi Frison
5.0
Today, we took a flight from Zhangjiajie to Guilin with a stopover in Guangzhou. At check-in, we asked to ship our luggage directly to Guilin but they told us that it was not possible because the Guangzhou airport does not allow transfers. However, when we arrived in Guangzhou, people were surprised about the fact that there was no transfer made for us as this is apparently very common. So we had to run to get our bags and check them in again on time for the second flight. We were able to do that more than 1 hour before the second flight’s departure. However, when we arrived in Guilin after our second flight, they notified us of the fact that 3 of our 4 bags are “missing”. Not just that they missed the flight, but that the staff did not even know where the suitcases were. On top of that, they were laughing with our reactions, which was very disrespectful. Now, 8 hours after our arrival, we called the airport to check on the status and they say that they are still missing. This is totally absurd and unacceptable. We have never encountered such a horrible flight experience before !
Regards,
Steffi Frison
Angus White
5.0
Hello,
It was my first time flying with China Southern, and it will be my last. The flight was fine and so were the air hostess in the sky. But boy were your ground crew rude.
I was flying out of Amsterdam back to my home country New Zealand, went to go check in and it wouldnt let me. My partner could check in but i couldnt. So i went to your help desk there, and the lady behind the counter was one of the rudest people i have ever talked too, i was in desperate need to get checked in as my flight time was approaching fast. While talking to her she was texting away on her ipad, and playing games. After one phone call che made she said i couldnt fly that day, after one phone call??? She didnt even try (durig this time she was still texting away on her ipad to her friends). So as you could of imagined i was upset as I am exactly on the opposite of the world and had spent my hard earned money, after 20mins of talking to your lady, she still was no help. She didnt even try to find away. I was very upset at this point and so was my partner as she is scared of flying, and even worse she was going to be by herself. So i took it into my own hands and approached the KLM ground staff her were very very helpful and managed to check me in. They are not even part of your air company but they could help me and check me in. I feel sorry for the next person that has to deal with the China southern ground crew in Amsterdam.
Buts thats not all,
I got 2 boarding passes printed , but my partner only got 1. Later she got her second boarding pass only to find we were not seated next to each other on the plane, we booked our tickets well in advance so there was no way they were the only 2 seats left.
It was the worst end to such a good holiday. My first flight to Amsterdam was amazing but the return trip was the worst.
I was wanting to fly with you guys on our next holiday, but that probably wont happen now, nor would i recommend your airline to anyone,
I never write complaints, but i feel that the service i received was not acceptable.
I look forward to hearing from you,
Angus White
Kiki
1.0
This is our first time choosing China southern airlines and will be absolutely the last time. Worst ever comparing to all other China and international airlines. We bought tickets directly from China southern airline website and didn’t even notice they flew us to LGA and expect us to travel out from JFK with connecting time of around 3 hrs both going out and coming in. For international flight connections with all other purchase we made in the past it has always been in the same airport for connecting flights. There is no way we can make to the international flight with all the baggages and processes to go through within 3 hours from one airport to the other.
Luckily we found this out one month prior to the departure and then we started the whole nightmare journey of trying to change flight segments with their customer services to make it all JFK. Not only their process is extremely difficult to follow (many calls and many emails) to make the changes, but also very frustrating as all their people only follow basic machine generated process and lots of disconnections. Regardless of me following up everyday and doing all the researches of which flight to change to, they still made mistake of not getting us on the flight we wanted due to the fact that they called me at 1:00am US time while we were sleeping so missed the phone call not able to confirm with them at that time so they went ahead and canceled the whole change request, the next morning when I followed up, there is no more seat available on the preferred flight anymore so ended up having to get on another flight resulting the actual wait time in JFK 13hours to connect to next flight.
We then did our own research and found out there is still available seats on the preferred flight and they won’t change for us anymore – reason being I changed once already and they are not able to issue another change!
Anyway, if you are considering this airline, Don’t! Absolutely mechanical and non-human.
Thanies
1.0
What type of maintanence is going on.. The flight is getting delayed by 3 hrs and 4 hrs.. What type of airlines it is? Not only one or two days.. always whenever I travel it is getting delayed.. How many passengers are affected by this? Do china southern airlines compensated anything for this much delay? Very poor airlines no use of travelling
linou
1.0
Very disappointed with the delayed baggage management. I took a flight from Cam Ranh – Vietnam to Paris CDG and had to stop by Guangzhou. Once in Paris, my luggage was not found, and neither the staff from CDG nor China Southern had a clue about where was my luggage. It took 5 days to find it back, and no compensation has been done. Really disappointed.
Umesh
1.0
I had my return flight from sydeny→Guangzhou→nagoya and when I got to Guangzhou i got to know that I have to fly some where in China before getting flight to nagoya and have to take Chinese visa. My visa was rejected and I Don’t got any new option to change my flight to haneda and catch the bullet train up to nagoya neither my travel agent nor airline staff gave me the earlier information of the domestic transfer in China. So If u can’t manage a transfer visa in China don’t sell this type of ticket.
Karina lasek
5.0
Was overall kinda happy with the flight even though it was a really old plane with no entertainment on board or power socket to charge your own tablets was in the plane for a 12.5 hours of flight. Those planes should be used for domestic short flights where you don’t need to watch a movie for 2 hours of flight but in 12? Anyway lovely service staff excellent but when I picked my luggage up the handle of the suitcase was broken and a lock I put on it to avoid people stealing from it was missing.Unfortunately had no time to show it or complain about it at the airport since I have been told by the ground crew there is no office at the Rome airport and had to take a connecting straight after landing. Quite upset since I trusted you with my properties, not sure what to do.
Lauren Gibbons
5.0
My partner and I flew from Schiphol arpt to Baiyun International Arpt.As I frequent flyer and a first time flyer with China Southern Airlines I will be very reluctant to book again with this airline.The customer service we both received was appalling.We had two girls who were possibly the rudest people I have ever come across.We were ignored when requesting inflight service so 5 hours into the flight I got up to ask for my first drink of the flight.When I asked the hostess tutted at me like t was a chore and reluctantly walked off to find my drink.She came back and said they had run out and refused to offer me anything else.The customer service was rude and we were made to feel like we were putting them out by asking for for basic rights.We paid a lot of money for this flight and I certainly won’t be booking again or reccommending the airline.
I tried to phone the airline and was on hold for over an hour before I gave up and hung up.
Awful experience
Mishu Garg
5.0
I was flying from SFO – Siem Reap and I was wrongfully denied boarding on 13th July. As per Cambodia Embassy rules, Indian citizens can avail Visa on arrival (VOA) at Siem Reap and Phnom Penh Airports. See references below:
A1. Yes, you may obtain your visa upon arrival at the two airports in Cambodia: Siem Reap and Phnom Penh and orther border checkpoints.
However, airport staff denied me boarding citing that I have to have a pre-approved Visa in order to board the flight. In spite of me showing them these links and repeated appeals, they didn’t budge. I have also followed up with Embassy again and they confirmed that I’m eligible for VOA. Not to forget that I called up your Customer Care multiple times in different countries to inquire if China Southern has some additional restrictions and response was – “We just follow standard embassy rules”.
This caused me a lot of mental stress as I wasn’t able to join my family in Cambodia. Not to mention that I had to book another flight on the spot resulting in additional financial loss plus the hotels and other expenditures.
I called up customer care multiple times – they won’t listen or even escalate. No response to emails.
Karlee Leyer
1.0
This airline has done absolutely nothing to help me reguarding the fact that they have lost my luggage while on a 6 week south east Asia trip. It has been 23 days and they won’t do anything at all to help me. No compensation, they have lied to me, hung up on me and won’t even respond to my emails. I have never experience worse customer service in my life.
Simon C.
1.0
I’m in Shanghai Pudong T2, gate C57 right now, it’s 1:30am, July 30, 2017.
My flight was scheduled at 20:55 on the 29th, now it’s announced a
No need to ask why to the completely useless CS staff, it’s because or military exercise but also a typhoon, who knows…
Anyway that’s not the worse part, CS staff were just rude, no any customer care, their lounge is 90% empty as I’m writting this message but don’t expect any compensation or a gesture even I’m travelling with my 4yo daughter and was asking for a place where I could put her to rest for a couple hours “go to a hotel” I was told.
Very bad experience, I never been treated with such attitude.
Nicola
5.0
On the 4th June, I had a flight to Guangzhou from New Delhi airport at 11:25pm. Due to circumstances out of our control; we were in Rishikesh and booked a bus back to Delhi that day at 11 am being told we would arrive in Delhi at the bus station at 5:30pm. This is stated on a ticket i received from a travel agent. Due to extreme traffic and slow moving and constantly stopping bus, we didn’t arrive in Delhi until 10pm. We were extremely conscious of the time as we arrived at the bus stop so we hired a tuk tuk to take us directly to the airport. As there was more also large amount of traffic from the bus station to the airport we arrived at 1:50pm. Running to the gates only to them having been closed 10 minutes prior to our arrival. We waited for an hour for a staff member to come and meet us to assist in putting us on the next flight ASAP as we had a connecting flight from Guangzhou, however, we were met with a complete lack of empathy for our situation and there was no assistance in putting us on another flight. We were actually told we had to leave the airport.
We had to sleep outside the airport that night and buy an expensive flight home the next day.
Jonathan
1.0
On 4 Dec 2016, my wife and I were travelling on a 3-leg journey from Singapore to Guangzhou, then Guangzhou to New York and finally New York to Orlando. The entire journey was booked with China Southern Airlines through travel website Travelgenio.com. Upon reaching JFK Airport on the morning of 5 Dec 2016, we proceeded to check-in with Delta Airlines (Skyteam partner of China Southern Airlines) for our last leg of the journey from JFK Airport to Orlando International Airport on flight DL 2803 departing at 0805h EST.
We were informed by Delta Airlines ground staff that China Southern Airlines had made an error in the booking system which resulted in Delta Airlines not being able to issue our boarding passes. After trying to contact China Southern’s international helpdesk unsuccessfully, Delta Airlines referred us to Mr Milton Jaramillo who claimed that the China Southern Airlines head office in China was not releasing control of the booking to Delta Airlines, and therefore Delta Airlines could not assist us in issuing our boarding passes. This delay went on from 0500h till 1030h EST on 5 Dec 2016. By then, we had missed our 0805h flight and could not even be in time for the 1105h flight.
Eventually, Mr Jaramillo proposed a solution where we would purchase new tickets from Delta Airlines for the 1555h flight from JFK Airport to Orlando International Airport on the condition that China Southern Airlines would reimburse us for the cost of this flight. We asked for further compensation for the undue stress, financial expenses for food and rearrangement of ground transportation we suffered but Mr Jaramillo replied that he could not agree to any further compensation as it was beyond his control. All he gave us was your email address and the phone numbers of China Southern Airlines’ offices in Los Angeles and New York, one of which turned out to be a fax number!
My wife and I were on this trip for our honeymoon but this blunder and incompetence by China Southern Airlines had spoiled our mood even before we had arrived at our final destination. The unnecessary delay of more than 7 hours with no news coming from China Southern Airlines’ head office or helpdesk added to our mental and emotional distress in a foreign land. I was advised by Delta Airlines to call Travelgenio.com’s office in Spain as well as China Southern Airlines’ office in USA, incurring hefty expenses for international calls. This would have been completely unnecessary if China Southern Airlines’ international helpdesk had been more responsive to Delta Airlines’ calls made on our behalf prior to my calls. We had also made prior arrangement with Disney for ground transportation which we missed, causing us unnecessary distress in Orlando upon our arrival there.
Terence Yung
1.0
Recently I have made changes to my partner’s air tickets nearly 2 month before the trip and tell them in specifically to make arrangement for us to sit together. The first operator has promised us that will be done and I had made the payment.
1 Month later, today. I had released that they have not done so and their website is refusing to let me update the info. I had tried calling their local office but the number is not local number and cannot be reached. The worst part is that when I called their china office to request for the changes, they said that the seats can only be changed with a cost and had to make me go through the trouble of the identification process. This is totally ridiculous and time consuming. Btw, there is no need to try to ask for their manager to speak to you. Their manager will never be available. I am total disappointed by the service and I will never fly with this airline ever again.
Hang Tran
1.0
First time flying with China Southern and if I could give a zero star I would. First, at the check in counter in San Francisco, the attendants, two females, one was rude and unhelpful! After seeking help from the supervisor/manager, two males were at the counter, were also unhelpful, no-nempathethic, and condescending! Their names were Daniel Wu and Kai.
I have booked this booking for my mom and my two aunts, two are over 65 years old and my mom had just turned 59 years old. The three old ladies are returning to Vietnam to visit my old grandma (98 years old). This trip was supposed to be a reunion for the family members. At the counter check in, we had 6 boxes for 3 passengers. Maybe my aunt home’s scale was broken, she accidentally went over about 2 kg. The rude female attendant, immediately, without trying to offer a reasonable solution, immediately, said it was over and there was nothing she can do. When the two males were called over, they wanted to charge us $150 for the 2 kg overage? My mom and aunts travelled to VN all the times and with different airlines, many times, these airlines will accept the baggages, even when over 5 kg. It is my family first time flying with China Southern, and we were hoping to have a good experience. However, we felt the counter clerk attendants are not very accommodating and helpful. We also felt bullied! The only solution they could offer was the $150 for 2 kg overage! What would be nice was that they could easily said, over 2 kg, so to avoid the $150 overage, maybe open the box and remove a few things, but I guess helping their clients was not their goals, but making that $150 was the only goal.
2nd problem, was when they told me that there was a name mixed up. I’m not sure what happened but on one of the passenger, the first name was mixed up with the last name, although all the letters were correct on the passport. The girls said, we can’t guaranteed your aunt’s return because of the name mixed up. I asked if they could fix the problem. They immediately said that was not their responsibility because they didn’t issue the tickets and they didn’t make that COMMISSION, so they can’t correct it! And what I need to do was to contact the agency where I booked the ticket.
The initial service with China Southern was TERRIBLE. I never in my life felt bullied by these people. These people weren’t there to help or try to listen to their customer’s concerns. I’ve paid thousands of dollars for these tickets, but couldn’t even receive decent customer service! All they do is pointing fingers! They didn’t make the commission, so therefore, they can’t assist me. It was a horrible experience for my mom and my aunts as well, as they stood there all confused. They are old, and the least they can do is help me fix the problem, so that they can all return home safely after their visit. These people were supposed to help them to have an enjoyable flight experience, but instead, they wanted to charge $150 for 2kg overage and DO nothing about the name mixed up!
China Southern Counter Clerks, please treat people with respect!
Troy Ford
5.0
Me and my friends have just returned home from.a holiday in Vietnam. We have never flown with this airline before ( China Southern)
Now to say the least it was an experience I hope never to have to go through again. Our original flights from Melbourne to China.
Were Delayed by more than 2hours we then arrived in GUANGZHOU to find these flights had also been delayed.
After a great 20 days traveling around Vietnam it was time again to deal with your Airline.
We arrived at Ho Chi minh airport for our first leg to GUANGZHOU at 10pm making sure we had plenty of time to catch our 2:45am flight.
Well this is where it all went wrong.
We had announcement after announcements that the flight had been delayed further and further. We ended up sleeping on the flooor in the airport before finally boarding our flight at 7:20am we then traveled to GUANGZHOU and misssed our connecting flight home.
We were then treated rudely by all airport stufff made to get on a filthy old bus and sent to a hotel being told that our next flight was at 9pm that night. This as you could understand is disgusting customer service. We then arrived back at the airport in the same filthy bus and made our way to international departures. Here we were again informed that our flight had been delayed. After explaining to check in stuff our situation I was expecting an upgrade to business as it had many remaining seats left.
But once again I was spoken to rudely and was denied by your stuff. Missing my connecting flight also caused me to miss an important buisnesss meeting in Melbourne the following day.Over all it was an awful experience for all of us flying with your airline. Im writing this complaint with the hope the airline understands its duty of care towards passengers and would there for be open to some form of compensation as I intend to make it clear to others who fly frequently that your airline lacks professionalism and duty of care for paying passangers.
Regards
Troy Ford
Allen Dunn
1.0
Flight CZ303, April 9th 2017 flying into Gatwick. We paid a lot of money for business class seats and got seats 14A, 14C. This was fine as the section we where in was quite and much needed after the first flight we had where the earphones did not work on one side of the seats and the chair was faulty on the other, not a good start to our 23 hour journey back home. An hour into the flight a family was bought from the economy class and sat in the same area as us, right next to us seats 14G, 14D. Please can you explain as to why this happened? If I knew I could save about a thousand pounds I would of booked economy class and then asked to sit in business class. I think this is an insult to everyone that had to pay for the privilege to sit in business class section as it’s a pricey flight. The family that was brought forward has caused nothing but annoyance to myself and my girlfriend also a few other members that have paid to be here. The young child that came with the family kept everyone up by shouting and screaming, no attempt was made to silence him or even tell him to keep it down as people wanted to sleep on the 12 hour flight, jumping off chairs and smacking the tv screens, running around shouting for food, opening the curtains. This sort of behaviour is not expected when paying such a large price for the seats. The cabin crew would not explain why the family was brought forward and did nothing in the way of trying to tell the family to be quiet or at least to keep it down a little. Again please explain to me why this happened? And what will be done/offered for the 12 hours of hell putting up with this disgusting behaviour that should not of happened in the first place. And what you can do regarding the faults we had on flight CZ302 with 8-9 hours of no tv or chair that could tilt back or lay flat the whole reason for booking business class in the first place. Even other passengers were commenting on the family’s behaviour when we were collecting are bags. I look forward to your reply. One very unhappy customer
Tarun
1.0
This is regarding our bad experience with China Southern Airlines as I with three of my family members had a flight from New Delhi to Brisbane at 1150 hours on 16th June 2017 and had a halt at Guangzhou , China at 1930 hrs.
On 17th June 2017, after reaching Brisbane , we were informed that our luggage was left at Guangzhou , China and we were offered only AUD 50 each to fulfill our needs which was nothing as we had nothing no clothes or essential with us.
On 18th June 2017 I got a message that we will get the luggage on 18th June 2017 by 1600 hrs and we got it after more than 24 hours and we however managed.
On 29th June 2017 we had a flight from Melbourne to Guangzhou at 1030 hrs and from Guangzhou , China to new Delhi At 1910 hrs which had to reach New Delhi by 2225 hrs the same day .
Now the twist was that the plane was late but we managed to reach the counter by 1842 hrs but the staff had not allowed to board the flight which was to take off by 1910 hrs and the boarding had to open by 1830 hrs. So the plane left without us and after fighting for so many hours with the staff , we got a flight after such arguments to Singapore at 2305 hrs which was to reach Singapore at 0300 hrs .
Now the main twist was as promised by the staff at Guangzhou Airport, we were not provided with the hotel and we again had an argument and at 0926 hrs which is Six and a half hours , we got nine rooms for eighteen unknown passengers to each other and we had to leave that room by 1400 hrs as their check out time was 1530 hrs to get our tickets from Singapore Airlines which was provided by you at Guangzhou earlier which still said sixteen confirmed and two unconfirmed but later we were confirmed with other two also for the same flight and left Singapore at 1710 hrs for New Delhi and reached New Delhi at 2030 hrs.
In the whole spam we didn’t had our luggage which was checked in at Melbourne Airport and got it at New Delhi Airport .
Due to this whole spam I lost my hotel booking and even the flights booking from New Delhi to Chandigarh which was on 30th June 2017. This brought us under the harassment and mental stress as my small kids were with me .
Michael Chen
5.0
On June 22 Flight CZ399 from Guangdong to JFK. The flight attendant on the ABC side in the last section (54-66?, not the strong build young man in the 35-53 HJK section) was very rude and unprofessional.
The three people in 50A, 50C were two Oriental seniors, while the young men in 50B were a young white American.
Each time when he came from his section to our row, which was the last row in our section so no other passengers behind the us, he would always first ask the young man in 50B, never 50A or50C even though both 50A and 50Cwere seniors.
He apologized to me when I told him what he had done was very rude and unacceptable. It was obvious that what he had done was intentional.
When it comes to service, China Southern is no where closed to what it has said to be
Additionally the flight was 4 hours delay.
Snezana Radojicic
1.0
I have flight ticket with three connected flights: Nanchang-Shenzhen-Urumqui-Bishkek (Kyrgyzstan). ticket number: 7844442018671. One ticket, one number, one connected flight. I bought it in the your office in Nanchang. When I paid for it i asked three times about chek-in, because I am bringing my bicycle and I have oversized baggage what cost incredible lot in your company. And the women in the office confirmed that is, of course, one check in, because it is one flight.
But yesterday i called your call center to ask for some info, and then they told me that I should check in two times because there is a long staying transite in Urumqui during the night. And that i should pay two times for the same baggage, at the same flight, with the same air comapny.
Nowhere in the world doesn’t egsist that rule. I have flight tomorrow morning. I will not pay two times. No way. I bought one ticket and one check in payment is only possible option.
1. Your clerk gave me one information and than in call center I’ve got oposite. So, i want investigation who gave me wrong info. Agent code is 08681100
2. On your web-site there is nothing written about dobule check in if are connected flights. If that rule exist, it MUST be written on the offical site.
3. At the Urumqi airport web site there is also no info about new check in for the passangers in connected flights. There is sheme which shows this waz (what is normal way): Connecting flights domestic to international -> Passangers arriveing on domestic flights -> inspection and Quarantine -> Port of exit passport contorl -> Customs -> Security inspections -> Wait and board. No single word about again check in.
All in all, I will not pay you two times for the same flight and same baggage. I want investigate agent who sold me ticket and gave me incorect info. I want to judge because there is no avaiable info at your web site about double check in.
kartono ng
5.0
our groups have lost all the baggage on the flight Jakarta -Guangzhou-San Francisco. total bags lost 11 bags. we make claims in SFO airport. the person promised us that the baggages would be delivered the hotel on the next day. but up to this moment the baggages never arrived and the person again only said that the baggages already been sent from Guangzhou. we went to the SFO airport again thw next day to to see if we could talk to anybody but nobody wanted to attend us eventhough they were inside office. our flight is CZ657 16/6 Guangzhou-San Francisco. very wrong to take this at first place , no responsibility of the staffs, no apologies. said to be a star alliance airline.
T Y Ang
5.0
I was travelling from Singapore to Jinan via Guangzhou on 14 Jun 2017. The flight CZ 352 from Singapore to Guangzhou arrived on time, but I found that my flight to Jinan on CZ3711 was cancelled and I was rebooked on flight CZ3707 departing at 1745hr. the flight was further delayed to 1830hr. I had to sit in the airport lounge for 6 hours and arrived in Jinan at 2130hr and found that my luggage was not put on CZ3707. At least 6 other passengers had the same problem.
What sort of airline cancel a flight and does a very poor job to manage the luggage making a business class customer wait 6 hours and have no proper clothing for the night without even a decent apology or compensation.
I am very disappointed with China Southern Airlines.
Nasasha Arias
1.0
I was told that I could only stay in China on a 72 hour visitor basis without a visa. I was entirely fine with that. I had booked a flight to South Korea 4 days later. As soon as I was told this (I was early to my flight) I called to change my flight to a day earlier. The flight crew refused to work with me despite being able to change my flight to only be in China for the allotted time. The staff was blantantly rude. Instead of allowing me to change the flight (with the same airline) I was belittled in front of on boarding passengers and the rest of the crew. I had to spend 600 extra on a ticket leaving two days later over something that could have been easily fixed within a matter of 5 minutes, as I was more than willing to fix the issue. I will never use this airline again for my future travels.
Brooke Peters
5.0
Our recent flight with China Southern was disappointing due to the in flight entertainment not working on my seat, and then my bag never arrived and caused much inconvenience and expense due to our leaving on a hiking expedition the following day so we didn’t have it for our entire trip. China Southern would not respond to any emails for assistance.
Gurdyal Singh
5.0
Recently I flew with China Sothern Airlines from Delhi to Vancouver (flight no) and this was first time I took China Southern Airlines and really disappointed with standard of the services provided by China Southern Airlines. I was suppose to board the flight on 4th May 11.50am from Delhi (India Time) but that flight got rescheduled for 1: 20 pm and once again got rescheduled for 4 pm and finally I got the flight but by the time flight reached Chine I missed my connecting flight to Vancouver and surprisingly there was no information for the next flight with your staff. After a long wait I got information that flight will be scheduled for tomorrow 2pm. I reached the airport at given time and opposite to all my expectation that flight was again also got rescheduled for 7pm and again I reached the airport at the given time this time I got the flight to Vancouver.
By this mail I would like to highlight and list the harassments which I faced due to pathetic services of China southern Airlines.
1. Around 8 hours long waiting at Delhi Airport and no proper information provided on time.
2. 24 hours delayed flight – due to this I reached 24 hours late to my destination, I won’t be able to join my job on the reporting day and could not be able to inform at my work place about the delay as no communication was provided by airlines.
3. Pathetic Food – food provided during this period at airport and hotel was pathetic due to which I got stomach infection and due to ill health I was not able to join my job for few more days resulting I lost my job and this is a huge loss to me and I won’t be able to get new job till date.
4. Bad Hotel – Stay at hotel was bad as the room is not in good condition and missing on hygiene level.
5. Luggage – as we don’t have luggage I have to stay in same dirty clothes for two days.
I have gone through very bad experience, bad health and financial losses as I lost my job due to your pathetic services and delay of flight.
Manoj Bakshi
5.0
I was traveling from India to USA and had few pound extra weight. The ticket supervisor didn’t aware of the extra weight rule and told me to charge $172 (Rs.10,000) on each bag. I asked them how much for extra bag and they told me the same price. I bought an extra bag for $172 (Rs. 10,000) and paid $172 at the counter. I do have the payment receipt for all. Please advice if you need the receipt. They over charged me.
Madan Krishna Shrestha
5.0
I recently travelled from Kathmandu to Sydney via Guangzhou on China Southern Airlines. My
Eticket number is 784-1213518127, Mr Madan Krishna Shrestha.
My flight number from Kathmandu to Guangzhou was CZ3068 which was delayed by 44 minutes in Kathmandu. The flight was also delayed on arrival to Guangzhou by 7 hours 32 minutes.
I missed my connecting flight to Sydney on the 07th May 2017.
The total flight delay was over 8 hours total. I was not provided any accommodation as per the
International Air travel rules. My family were waiting for my arrival in Sydney on the 07th May 2017 which was originally supposed to arrive at 0730pm Sydney time. I had booked wheelchair access for the entire duration of my flight. I did not receive any wheelchair access on my return from Kathmandu to Sydney. I had specifically informed on my ticket that I required wheelchair services and none was provided. I see this as a clear negligence from the airlines.
I had an prepaid urgent medical appointment in Sydney on the morning of 08th May 2017 at 0800am which I missed due to the delay. I also was not provided with any meal vouchers during the delay and no food was provided by the airlines. My family had to spend over $100 AUD on parking fees due to the poorly informed delay. I am seeking compensation for the inconvenience caused by the delay and more so the lack of information provided by the Airlines.
Rebecca
2.0
I was flying with China Southern to Kathmandu, Nepal. My first flight was fine, the facilities were terrible with dirty bathrooms, no water left to wash my hands and rubbish at my seat from previous passengers. My flight home on the other hand, the plane from Kathmandu was delayed by over 4 hours due to poor weather and the plane being diverted to India to refuel, even though every other airline was still landing. We were not provided with any information and there was only one representative from China Southern who was available for a short period of time and disappeared. Upon arrival in Guangzhou, there did not appear to be any additional staff to deal with virtually an entire plane full of passengers who had missed their connecting flights. There was a queue formed but passengers were getting pulled out of the queue behind me leaving me to get served last and having to stand waiting for over 3 hours. This was unacceptable and I did not receive a word of apology. I was then told there were no flights available until 2 days later and the only option was to fly home via another country entirely with a 6 hour lay over time. I was put up in a hotel overnight which I arrived at 3am and had to leave at 6:30am with no meals or luggage. This was apparently sufficient to make up for the total 16 hour delay. I did not receive any meal vouchers and had to pay for my food at the additional stopover. I also had pay for a taxi to get home and missed a day of work because of this. I understand delays happen however the service in Guangzhou was terrible.
D S Cockburn
5.0
Chinese airlines cannot control their badly behaved passengers. I have had given them too many chances and will not not use them again for long haul . Having paid 5000 yuan to upgrade and get away from four noisy passengers I was continually disturbed by a man in business class with mental problems talking to himself in a loud voice, no sleep and waste of money. The cabin staff failed to realise this man was a mental patient and pandered to his every whim which caused continual noise and disruption. None of my friends will use this airline and I can see why. I will now use Hong Kong. The flight was CZ304 20th April
John Drage
1.0
You have lost my suitcase between China and Manila with all of my clothes, very important work documents, majority of my medication, malaria tablets, and photography equipment in. I havnt been able to do anything and have been stuck in Puerto Princesa because the plane from China to Manila was delayed so I had to rush for my connecting flight. My luggage never turned up in Manila. I filled in a form and was given a contact number which no-body answers and was promised my luggage would be on the next flight to Puerto Princesa. Nobody in PPS airport knew anything and said I hadn’t been given a form that related to any of there airlines and they don’t accept luggage from other airlines. I am now stuck here with limited money and no clothes or work equipment. I would say I am £2000 out of pocket and you can’t even answer a telephone! My suitcase even had my own tags with my name and info and my flight plan. How the hell so you loose a suitcase when all your doing is putting from plane to another unprofessional and ridiculous, you have a long way to go before you can even compare with EasyJet or RyanAir. Thanks!
Sophia Moffitt
5.0
I wish to make the airline aware of how uncomfortable my flight from NZ to London was. Recently Travelled 11th April 2017 on Flight CZ306 departure from Auckland at 10pm, seat Row 36K on 1st leg to Guangzhou and seat Row 39K on 2nd leg to London. Both times the entertainment system didnt work, at first was offered different head sets, but the connection to the console was loose. She did try however to find another seat, but the plane was full, I was then offered a tablet, unfortunately it couldnt get connected to watch anything. So for the whole flight, I was left with no entertainment and on a long haul flight, it makes it extra long and unbearable. 2nd leg, had sound, but after trying different head sets from my fellow passengers, I had a buzzing in the ear piece the whole time. OK I can maybe deal with one leg of the flight with faulty entertainment but not the whole flight to London. I have to return back to NZ on the 25th April 2017 on Flight CZ304 on 10.35pm on seat Row 48A, Im hoping I dont get the same on the return!!
Neelam
5.0
I am writing to make a formal complaint.
Unfortunately as far as I can see China Southern doesn’t have an ombudsman which is a real shame. I want this to complaint to be escalated.
I have been contacting the refunds department since November 2016 in relation to a refund that I was MEANT to receive in 6-8 weeks as per your form
Since then I have had a series of time-wasting phone calls that conclude to absolutely nothing! The service that I received has been absolutely appalling especially my most recent conversation with a female that was unsympathetic and unapologetic in relation to a situation that has been distressing for me.
As per usual no conclusion was reached I asked for a call back and I informed the staff I will be at work but will try to answer, 2 rings does not qualify as a call back before you disconnect just for your information – and since then no effort has been made to contact me to inform me of what is happening even though if requested multiple times to send me an email in relation to the progress of my refund and telling me over the phone that it will be processed soon does not count!
I need to know how I can escalate this further because the issue has just been rotating around the refunds contact centre with no resolution – I am told time and time again I will get my refund in a couple of days and 3 months later still no refund with no time frame in relation to when I can expect a refund
Furthermore I am being charged to call you and chase you up due to your negligence, I have been charged more than £60 to call your number for a refund that I was meant to receive in early January. I would like to be compensated for this – it’s the least China Southern can do.
I need someone to reply to this email and advise me of what is happening to my refund – because on the phone I will most likely be on hold for another half hour incur another bill.
Georgina
5.0
So the airline left my baggage for almost a week in China. I landed in Brisbane & had nothing. So I had to be inconvenienced by contacting the airline a few times a day to get an update on my luggage. They actually told me to stop moaning & my luggage isn’t a big deal. How rude & inappropriate?! So during this time I had to purchase clothes toiletries etc to see my over. It’s lucky I had my credit card as clothes shopping wasn’t in my budget whilst in Australia. Now after Brisbane I was flying to Sydney & had a Fraser Island trip booked so due to the airlines lack of communication about my luggage I had to buy enough to make sure I had enough to see me though. Spending around £500/£600 as Australia is so expensive! I finally managed to get to speak to someone at the airline who admitted my luggage was in a room & they didn’t know what to do with it so unless I had pestered them they would have literally just left it. They are now refusing to give me my compensation. The most they are offering is the equivalent to 100 Aus dollars. Here in the U.K. That doesn’t even cover £50/£60. This is appalling surely you would want to ammend the situation the best way possible?! And avoid any further action? I stil have all proof of purchase also. The staff was rude in person & on the plane almost like everything was to much for them. I sent a meal back on the plane. I know plane food isn’t amazing but I wouldn’t have given it my dog. Yet again I know it’s a budget flight but I’ve had more leg room from Sheffield to London on a 2 hour train journey. So I was expecting a little more for 12.5 hours in the air. Going back to my luggage once it arrived in Brisbane an hour before I was due to set off for Fraser Island my bag arrived in Australia & I still had to go all the way to the airport to collect it!! Adding more time to my dad & wasting my once in a life time holiday. I’m expecting full compensation I don’t complain normally but this was just horrendous start to finish.
Dennis Ford
1.0
On our flight from LAX to China on Feb 22, we sat in row 60 and 3 young men from CA sat directly behind us on row 61. Prior to the flight leaving, they were cursing loudly and complaining they should have been upgraded. My wife and I asked them to please not use this foul language with the “F” word constantly coming from their mouths, and it did no good, in fact, it was worse with them making fun and cursing us over the next 15 hours! They drank so much that the stewardess quit serving them alcohol after 5-6 beers each and they became violent once again.
At the start of the trip, the stewardess called the mgr to come back to talk with them and they argued with him about not getting upgraded and cursing him as well…at that point, I asked him, the mgr., to take care of this situation or please move us to another place on the plane! They said, other than first class, they would not move us even though I advised them they were loudly cursing and we had asked them to stop, only causing more conflict! This 15 plus hour flight was one of the most uncomfortable times in our life! I asked the stewardess during the flight to move us once again with no success. They should have been removed at the start or at least, moved us. I was fearful the entire time of what might happen, especially after they became drunk and got worse!
I don”t know what could be done but I would like them to know and at least, receive an apology! This should never have happened.
Dennis
5.0
On our flight from LAX to Guangzhou, flight # 622 on Feb 22, 2017, we sat in row 60A and 60B and 3 young men sat directly behind us on row 61. Prior to the flight leaving, they were cursing loudly and complaining they should have been upgraded. My wife and I asked them to please not use this foul language with the “F” word constantly coming from their mouths, and it did no good, in fact, it was worse with them making fun of us as old and ancient with cursing over the next 15 hours. They drank so much that the stewardess quit serving them alcohol after five or six beers each and they became violent once again!
At the start of the trip, the stewardess called the manager to come back to talk with them and they argued with him about not getting upgraded and cursing at him as well… At this point, I ask the manager to take care of this situation or please move us to another place on the plane! They said, other than first class, they would not move us even though I advised them that they were loudly cursing and we had asked him to stop, only causing more conflict it! This 15+ Hour flight was one of the most uncomfortable times in our lives! I asked the stewardess during the flight to move us once again with no success. They should have been removed at the start or at least, moved us. The manager was advised of their cursing and their belligerent attitudes, yet he did nothing! You should have a record of this in your notes.
We were fearful the entire time of what might happen, especially after they became drunk and got worse! This should never have happened! Again, they should have been removed at the start of the flight. We expect a refund for this part of the trip or some type of accommodation to offset this terrible experience.
I was advised by Gate 1 travel to contact you! I plan to keep them advised of your decision.
Jared Nielsen
2.0
The flight from my departure city was delayed over 3 hours which caused me to miss my transpacific flight. Even though I had flights the next day, the earliest that that CS could put me on a flight was the next daily flight, nearly 24 hours later. During the whole process, the staff were very slow. I am a Skyteam Elite Member (Korean Air Morning Calm) and therefore used that specific channel at the transfer desk, but ended up waiting a very long time and many other customers were prioritized. Finally, I was disappointed to learn that CS blamed the delay on weather, which didn’t seem practical since the plane I was on originated (and had a stopover) in cities without weather issues (there were only weather issues in other cities). Most of the time I enjoy flying CS, but this was not a pleasant experience. I understand that delays and cancellations happen, but I would hope the staff would be better prepared and more responsive. The flight number was CZ361 (delayed) which was supposed transfer to CZ328 on Feb 1, 2017.
Ram Nijhawan
5.0
Ticket No. 784-1213876255 / PNR 3CJL6F
I was inflicted with such a dreaded experience on board CZ322, Melbourne to Guangzhou on 21st February, 2016. Further I am completely devastated and utterly disappointed at China Southern Airline has not bothered to respond to the complaint that I as asked by your Senior Flight Officer to hand over to them.
“I as on a pilgrimage (a Holy Trip) to Delhi, spent a fortune to take this trip which has highest religious values for me and my family as a person of Hindu Religion. In first instance your staff told me that they did not have my meal preference as ‘Vegetarian Hindu Meal’ as was printed on ticket saying that they did not have any such meal for me. As an expression of decency I agreed that I would be happy to go without a meal but strictly suggested that I should not be served with any meats or eggs under any circumstances. I would not regret staying just on water. Yet, your staff approached me and served me with a meal saying that was a Hindu Meal. As I had already instructed at least 4 of your flight staff that I as on a religious trip and should not be served any meats or eggs, I had no reasons to believe that they would still serve me with meat that they did.
My second bite of the meal, I had a piece of meat or fish in my mouth. This was devastating and your staff had no explanation.This caused me immense trauma and frustration as this is not something simple that you can ignore. Not only this hurt my religious sentiments seriously, this costed me on many counts. I have since been depressed with what was inflicted on me. THIS IS EXTREMELY SERIOUS AND CANNOT BE IGNORED LIKE THIS. I ALSO SEEK EXPLANATION NOW AS TO WHY HAS MY THIS ISSUE, COMPLAINT HAVE BEEN IGNORED SO CHEAPLY. IF AN INTERNATIONAL AIRLINE THINKS THIS IS JUST SIMPLE, PLEASE ADVISE ME AND I SHALL ESCALATE THIS AT FORUMS THAT I CAN ACCESS.
Harry Bazerkanian
1.0
This is the worst airline and they have no respect for their customers. They cancelled a flight and said that it was because if the plane took off it would crash. They held our bags hostage and the manager at LAX Li is an immature rude obnoxiois man who yelled at the customers and basically told me I was lying. He even called the police because he didn’t like what I was explaining to him about cancelling a flight that we paid $2800 for and offering us $150 each. They had no organization. It was chaos. People were yelling and screaming. They treated the customers like cattle. I will never fly this airline ever and I am an entrepreneur and my fiancée is an attorney. They should be ashamed of their behavior. Each and time very one of the employees at the LAX Southern China should be fired.
Jennifer
1.0
Having booked my return flight to & from Bangkok with China Southern all I can say is I’m appalled at the service.
First on a 14 hour flight from China to Amsterdam there was no vegetarian option for food so I was left eating only the fruit & bread roll (I couldn’t even have the salad as there was meat in there too). Second I’ve tuned up to the airport & waiting an hour an a half at the check in desk for a member of staff to talk to who I can only presume came in late – I was told it opened at 7 & she came in with her coat on & started serving at 9.50am. In between waiting on said meme we of staff I was told to go back & forth by different members of staff simply looking for a chance to uogade my flight: after waiting another 30 minutes to speak to someone else, as the girl who came in late served another group first, I was told simply to do it at the gate & there was nothing they could do there (at the HELP DESK) for me.
I’ve never been so frustrated. & knowing I now have another 11 hour flight to China probably within out a meal again only angers me more.
Danielle
1.0
As a frequent business class Traveler from the USA to China, I have gold status and a lot of frequent flier miles. I tried to book a flight on csair.com website using my miles, but after endless attempts couldn’t find a single ticket to get to work. I called the ticket agent in China. After 15+ min on hold, I finally connected to a person. While in the process of booking my trip, the agent informed me the miles were now expired, as the clock struck midnight in China while we were on the phone, and it’s now March 1 in China (miles expired 2/28). I told the agent it is still February in the USA. She gave me the #s of 3 USA offices. The NYC office was answered by a fax line. The Chicago office was for cargo only. The LAX office had a ticketing agent (finally!). But the ticket agent couldn’t process frequent flier mileage tickets…he redirected me to the China call center – back to the beginning!!! Terrible customer service, with absolutely no regard for the customer.
Lily
1.0
Flight from Sydney to Guangzhou was delayed by an hour and when we arrived, we had to go on a bus and travel for a bit to get to the actual airport. As a result, we almost missed our flight from Guangzhou to Seoul. However for some reason, our bags were left in Guangzhou! All our checked in luggage was left in China! We walked around the airport wondering where our bags were before we went to Lost and Found and were told they got left in China. We weren’t the only ones. We were forced to spend the night without anything but the clothes and cash we had on our person. Terrible experience.
Diana Villania
1.0
If there was a no star rating Southern China would get it. Can’t use my electronics in airplane mode????? Now they tell me I can’t take the water I bought onto the plane???? Never again.
Patrick erangey
1.0
My wife and I recently booked a return flight from London to Sydney stoping at Guangzhou for 3 nights on the way home. Due to my wife’s grandfather passing away she had to get an emergency flight a week before our travel dates, we were concerned this would affect our return flights but were asured by a member of China southern team at Heathrow airport that it was fine, however on our return journey starting from Sydney Kingsford Smith airport we were told my wife’s ticket was no longer valid, we spent $1600 on this ticket, but because it had not been used on the flight out it apparently couldn’t be used on the return flight, this is exactly what I asked the China Southern check in desk about at Heathrow when I was told it wouldn’t be a problem. We were now starting to panic, we asked China southern to help us but were told very bluntly no! Even though there were seats on the plane and even after a China southern worker in Sydney airport telling us “the China southern worker in London that told us it would be fine, probably said that because they knew it wouldn’t be there problem”! The staff at the check in at Sydney airport were unhelpful and unsympathetic, we were told to buy another ticket or we won’t be getting on the plane, because it was a last minute they charged us another $1600 even though it was only one way. I’m very disappointed with the lack of help we received from the airline even though it was one of there workers at Heathrow who caused this situation by there simple incompetence, we’re a young newly married couple and to us that’s a lot of money, but to China southern, one of the biggest airline passenger carriers in the world, to make us buy another seat on the SAME plane when we already had a ticket is disgusting.
Anthony Cione
5.0
I am writing to advise you of a very disappointing experience I had with China Southern Airlines.
On January 12, 2017 I flew China Southern Ailines from New York City (flight # CZ0600) to Guangzhou to my final destination of Bangkok (flight # CZ357). I am American and holiday in Bangkok for several months hence my one large luggage contained all my clothing, foodstuffs, toiletries, vitamins, medication, etc.
To my surprise, my luggage did not arrive as scheduled in Bangkok on January 14, 2017.
I immediately completed a China Southern Property Irregularity Report (# B6491261) and was advised by the lost baggage representative that my luggage would be delivered to my residence later that evening, or the following day.
The luggage was not delivered to my residence on January 14, 15 or 16.
Finally, the luggage was delivered (damaged) to my residence early evening on January 17, 2017.
As you can imagine, it was extremely disappointing and a serious inconvenience to wait over 3 days for my luggage. In the interim, I had to purchase clothing, toiletries, vitamins, medication, etc.
I understand that accidents happen, however I believe my situation is an extreme example and something China Southern should know about.
Alison
5.0
I had planned to travel with China Southern Airlines on the 10th of January 2017 flight being scheduled at 11:45pm however my partner and I along with my Mother were told by a staff member that the aircraft was delayed and we were told to walk from gate 21 to 14 at Delhi international airport. Upon arrival at the gate a staff member stated we had to walk all the way back to gate 21 and unsure of the information provided. After 30 minutes of scheduled departure time we were told the flight had been cancelled and we are to stay at a hotel Pride Plaza in Delhi.
My mother, partner and I had to check out with only one staff member allocated to 200 passengers. There was no direction, no staff to assist. After some time we were then allocated to the outside area to travel with a bus. To describe the scene it was a chaos. The staff were un-organised, scattered and not helping. People were verbally fighting and using racial abuse, my family were stressed, afraid and worried. Arrival at the hotel Pride Plaza it took around 4 hours to get a single room including that my mother had to sleep on the floor as there was no room. To have an extra bed we would have been charged extra. My family was woken in the hotel room with announcement that our plane was now ready having only 3 hours sleep in total. I am shocked of this disgusting service and treated like no one cares. We have priorities, had to make calls to our work commitments and call worried family members. Due to the stress I had to vomit and cannot breath due to the traumatised event.
Arshdeep Dahri
5.0
I was flying on Delhi to Guanzuog(China) with China Southern airline. After eating the food on the plane i fell sick. And on my second flight with them from Guanzoug to Melbourne i was very sick i was vomiting the whole time . They did not have any medicines or nothing. I requested for medicines, They only gave me a glass of water and that no one came to ask me how m i feeling. I couldnt even sit properly for a second because of the sickness. I got food poisoning, on the flight from Guanjoug to Melbourne i couldnt eat anything it was a nightmare for me.
Sam
5.0
I also experience a similar experience as Anshul gupta and I will never be going on this flight. I would also like to know a contact number so that I can have a talk with China Southern Airlines. I have also made videos of the horrible service that was given to us.
My flight number from Delhi to Ghungzao (CZ329) and from Ghungzao to Vancouver (CZ360) was absolutely horrible
Experience at Delhi Airport
1. None of the staff members informed me about the missing of connection flight from Guangzhou despite of knowing in advance. They only told me about the same when I asked why did you not issue me the boarding pass for the connecting flight.
2. They said that the plane had a technical difficulty and the flight would be cancelled. So we had to go back through immigration and also collect our baggages.
3. When I asked for other airline options, I was simply told that they are not aware of actual refund amount and bluntly asked me to contact my travel agent.
4. When I asked about the option of taking next day’s flight from Delhi then they said yes that is certainly an option but later on refused as my luggage was checked in by them.
5. I explained that I work as a contractor in Sydney and this would result in a significant financial loss and operational loss as I have had a very important meeting for which 4 people travelled from Europe. Staff committed me an upgrade to business class as an immediate compensation but that never happened in reality despite of multiple seats vacant in business class.
6. I also expressed my desire of catching same day Sydney flight from Guangzhou without my checked in luggage but it seems that Guangzhou flight was overbooked as despite of my Delhi flight reaching Guangzhou at 9.15 (15 mins after the schduled departure from Guangzhou), they did not accommodate me.
6. Staff was very rude and sounded so helpless. Blunt response I got from delhi staff is that we can not delay the Guangzhou flight just for 7-8 passengers and could consider the option if there were more than 20 passengers catching sydney flight. This simply means you do not have any respect for an individual traveller but only for your profits.
7. Staff suggested (infact they mentioned on my checked in luggage) a 9th Jan evening flight from Guangzhou for Sydney despite of being a early morning flight available for Sydney from Guangzhou.
Experience at Guangzhou
1. I was told that Guangzhou to Sydney flight has already departed and I am scheduled for 9th jan evening flight despite Delhi flight reaching at 9.15 which was just 15 mins away from the Sydney flight departure.
2. I was shocked to see that I have been offered next day’s (9th jan) evening flight to Sydney though other passengers were offered a morning 8.30 AM flight to Sydney.
3. After a heated argument, they gave me morning flight to Sydney. When I complained about this then I was bluntly told that I have been provided with a hotel and that’s the best they could do.
4. For business class upgrade, I was clearly told that I will have to pay for that.
5. After reaching at hotel in midnight, there was no proper arrangement for food/dinner. After 1 hour, I was offered a box of food which was of very very low quality. Of Course I did not heat it and slept without dinner.
Experience in Guangzhou to Sydney flight (CZ 361)
1. Finally I took the Sydney flight in the morning but again no business class upgrade was offered despite of multiple vacant seats.
2. Later on I was shocked to hear from cabin crew that they did not receive the information of my special meal request (vegetarian food) and there was no food available.
3. I was offered non vegetarian food as they did not have any vegetarian food available.
4. I did not have dinner served at Guangzhou hotel (very low quality) and then was not served anything in Sydney flight for 9 hours as airline staff messed it up and they did not have any extra vegetarian food available. I am shocked to hear that China southern airlines does not keep even 1 extra special meal.
Experience at Sydney Airport
1. At Sydney airport, none of the China southern staff was available to assist as I was expecting that after such a horrible experience, you would at least arrange a free drop from Sydney airport.
I paid extra for this airline since it was highly critical for me to reach Sydney by 9th Jan morning.
This was my worst flying experience as I am a frequent traveler with 7-8 International trips in a year. This was the first time, I travelled through China southern airlines and probably the last time.
I did face problems with Singapore/Thai airlines and with domestic flights in past but was compensated through free vouchers (for use in next trip) and free taxi to drop from the airport. I am shocked to see this kind of service for international flights being offered with so rude staff on top.
Anshul Gupta
5.0
This is to highlight the horrible experience I have had with China southern airlines as part of of my return journey from Delhi to Sydney.
While returning from Delhi to Sydney, my flight (CZ 3028) was scheduled to depart from delhi at 12:30 PM on 8th January. However, it got delayed by 2 hours and due to which I missed my connecting Sydney flight (CZ 325) from Guangzhou.
Experience at Delhi Airport
1. None of the staff members informed me about the missing of connection flight from Guangzhou despite of knowing in advance. They only told me about the same when I asked why did you not issue me the boarding pass for the connecting flight.
2. When I explained my urgency to be in Sydney on 9th Jan then they explained that this is due to bad weather in China. However, flight delay information was communicated through email on 7th Jan midnight itself so not sure how did the China southern airline know about the flight delay 12 hours in advance.
3. When I asked for other airline options, I was simply told that they are not aware of actual refund amount and bluntly asked me to contact my travel agent.
4. When I asked about the option of taking next day’s flight from Delhi then they said yes that is certainly an option but later on refused as my luggage was checked in by them.
5. I explained that I work as a contractor in Sydney and this would result in a significant financial loss and operational loss as I have had a very important meeting for which 4 people travelled from Europe. Staff committed me an upgrade to business class as an immediate compensation but that never happened in reality despite of multiple seats vacant in business class.
6. I also expressed my desire of catching same day Sydney flight from Guangzhou without my checked in luggage but it seems that Guangzhou flight was overbooked as despite of my Delhi flight reaching Guangzhou at 9.15 (15 mins after the schduled departure from Guangzhou), they did not accommodate me.
6. Staff was very rude and sounded so helpless. Blunt response I got from delhi staff is that we can not delay the Guangzhou flight just for 7-8 passengers and could consider the option if there were more than 20 passengers catching sydney flight. This simply means you do not have any respect for an individual traveller but only for your profits.
7. Staff suggested (infact they mentioned on my checked in luggage) a 9th Jan evening flight from Guangzhou for Sydney despite of being a early morning flight available for Sydney from Guangzhou.
Experience at Guangzhou
1. I was told that Guangzhou to Sydney flight has already departed and I am scheduled for 9th jan evening flight despite Delhi flight reaching at 9.15 which was just 15 mins away from the Sydney flight departure.
2. I was shocked to see that I have been offered next day’s (9th jan) evening flight to Sydney though other passengers were offered a morning 8.30 AM flight to Sydney.
3. After a heated argument, they gave me morning flight to Sydney. When I complained about this then I was bluntly told that I have been provided with a hotel and that’s the best they could do.
4. For business class upgrade, I was clearly told that I will have to pay for that.
5. After reaching at hotel in midnight, there was no proper arrangement for food/dinner. After 1 hour, I was offered a box of food which was of very very low quality. Of Course I did not heat it and slept without dinner.
Experience in Guangzhou to Sydney flight (CZ 361)
1. Finally I took the Sydney flight in the morning but again no business class upgrade was offered despite of multiple vacant seats.
2. Later on I was shocked to hear from cabin crew that they did not receive the information of my special meal request (vegetarian food) and there was no food available.
3. I was offered non vegetarian food as they did not have any vegetarian food available.
4. I did not have dinner served at Guangzhou hotel (very low quality) and then was not served anything in Sydney flight for 9 hours as airline staff messed it up and they did not have any extra vegetarian food available. I am shocked to hear that China southern airlines does not keep even 1 extra special meal.
Experience at Sydney Airport
1. At Sydney airport, none of the China southern staff was available to assist as I was expecting that after such a horrible experience, you would at least arrange a free drop from Sydney airport.
I paid extra for this airline since it was highly critical for me to reach Sydney by 9th Jan morning.
This was my worst flying experience as I am a frequent traveler with 7-8 International trips in a year. This was the first time, I travelled through China southern airlines and probably the last time.
I did face problems with Singapore/Thai airlines and with domestic flights in past but was compensated through free vouchers (for use in next trip) and free taxi to drop from the airport. I am shocked to see this kind of service for international flights being offered with so rude staff on top.
Daniel Danby
5.0
I traveled from Manchester to Perth Australia and my bags were not in Perth on arrival. They had not made it pass Paris, so i was told they would be delivered to my nominated address in Perth the next morning. They did not arrive and now 4 days later they have only just arrived in Perth, I have had to go out and buy clothes for me and my wife as we have had nothing to wear or wash our clothes we had on, I am sure we are entitled to compensation and a refund of our purchases we have kept all receipts, also i would like to add that Danata have been appalling they have just yes the bag has arrived and then when i call them to find out why it has not been delivered they just say it has not arrived!!
Sian Farler
Myself and my partner travelled return from Brisbane to the UK. We are currently awaiting a permanent residency decision in Australia, so on return to Brisbane, were on a bridging visa B, meaning we are able to leave and re-enter the country until a decision has been made. Just to be sure there wouldn’t be any issues, I printed these visa documents to travel with so we had evidence of this.
During our flights back to the UK we had no problems whatsoever. However our return flight to Brisbane is where the trouble began.
We arrived at London Heathrow as planned on the 27th November and checked in with KLM (flight to Amsterdam organised through China Southern). When the lady was checking us in, she commented that our visa only had one day remaining on it, which was true of our working holiday visa’s, however once these expire the bridging visa’s attached automatically take effect. She had not heard of bridging visa’s before, so feeling glad that I had printed it, I showed her the attached paperwork. She entered these visas into her system and said all was ok, they had been accepted. She checked us in on all 3 return flights, and gave us boarding passes for all flights.
We then followed the itinerary without problems all the way to China. We landed in Guangzhou on the morning of the 28th November, and the next flight was not until that evening, so as advised we could do, we went to the hotel desk and got provided a local hotel to have a sleep.
That evening, we arrived back at the airport within plenty of time, and as we had already checked in back in London, we went straight through to departures. It wasn’t until we got to the boarding gate that we knew there was any issue at all! There was a man holding up a piece of paper with our names on it, so we went over to him. There was a huge language barrier so it was hard for us to know what was happening, but we soon realised he thought there was something wrong with our visas.
Feeling so glad again that I had them printed off, I handed these to him. He was taking pictures of the paperwork and sending it to someone (not even sure who) to fix whatever had been done by China Southern / KLM in the system so we could fly! During this time, every other passenger had already had got on the bus to be taken to the plane, so it was just us still standing there. Then with that, the man and the girls at the desk were having a discussion which we couldn’t understand, then the girls just closed the gate and said the plane was gone!!!
Outraged, we demanded to know what had happened here, but nobody could explain! The man then took us all the way back through to the check-in area where he passed us to his manager on the ticketing desk who had better English. He said that they would put us on the next flight in 24 hours’ time, and that the visa issue was now ok (10 minutes after our plane had left). This was so frustrating, as there was never an issue with the visa in the first place.
We then requested that we be put up in a hotel again, seeing as this was an error on the part of China Southern why should we pay for extra accommodation for the next 24 hours? We were told that we would have to pay for the accommodation ourselves. We stood our ground for a long time at the desk saying this was not ok, but we just ended up getting ignored. What was even more insulting was that there were 3 others who were supposed to be on the same flight as us, who had simply missed the flight, yet they were put up in the same hotel as us by China Southern free of charge!!
I am thoroughly disgusted with how we were treated by this airline. It is such a long journey as it is, and to be left in an unfamiliar country with no option but to pay so much money for more food/accommodation is just terrible. Where is the customer service?
Monika Vaverka
5.0
Customer service is non-existent in Southern China Airlines.
We went to change the departure day of our return (inbound) 38 hrs before we were due to fly home. We rang the international hotline, the London office, the Australian office and the New Zealand office and all were either unresponsive (automatic answer phones) or not prepared to respond to this request for a change of departure day on the 30 and the 31st of December 2016 so we were unable to make the change needed.
There was no way we could get someone to change the departure date.
Now when trying to re arrange a fare home they want to charge us for a No Show fee ($ US 300 per ticket) they said we should have cancelled our tickets but our Booking reference shows that we can change our departure / inbound flight for a small fee. Everyone has been unhelpful and evasive.
There is no attempt by this airline to acknowledge that they and their systems have failed their customers and they have been running us around in circles trying to avoid giving a us a fair go ever since.
Under no circumstance fly Southern China Airlines.
Sarah Allington
1.0
Horrendous airline.
My boyfriend and i went to board a flight in Paris to travel via Guangzhou to Auckland.
Firstly: The check in staff were very rude and kept rolling their eyes and being observantly rude to the passengers checking in in front of us. Not good first impressions to give to customers.
Secondly: When we were checking in we were told that before we could fly i needed a flight departing Auckland as i am British. (Not true on entry i was allowed in with no issue as British get visitor visa on entry) AND that we had to have flights booked between Guangzhou and Hong Kong (I did extensive research on this issue before hand, many people get the train between Guangzhou and Hong Kong with no issue on the 72 hour visa)
As we tried desperately to book this in the 15 mins time frame they gave us they decided it was to late and we had missed the flight.
The staff knew we were going to Guangzhou to connect to a flight to Auckland and told us to book another flight to make it. YET THEY FAILED TO MENTION IF THEY DON’T LET YOU ON THE FIRST FLIGHT THEY CANCEL YOUR SECOND FLIGHT!!! That is some quite important information to not tell someone, especially if they book a flight to Russia first in order to make that flight!! We didn’t find out this information until we were in Russia and it was too late!
We tried everything we could whilst in Russia to get on the second flight that you decided to cancel for no reason. With no explanation your RUDE staff said no.
We paid thousands originally for these flights and you refused us entry on for COMPLETELY INVALID reasons. We spent an extra $4000 to get to New Zealand, spending 4 days only in airports and on planes and both got health issues because of this. We encountered the most stressful time of our lives and your ‘company’ don’t give a shit. We are now in a position where we cannot afford food or rent because all of our back up money was spent due to the errors of your careless staff.
Disgusting service.
Christine
1.0
Very poor airline. My mom was supposed to arrive to Guangzhou, China from Toronto, Canada 12 hours ago but SOME PEOPLE forgot to factor in Canadian weather, and crashed into a plane wing, and had to stay in Toronto @ Pearson overnight. This wouldn’t have been an issue if China Southern Airlines had stayed in contact with my mom, but she’s stuck at Pearson International right now, 12 hours, with NO CONTACT, NO FOOD, NOTHING.
Very bad airline would not recommend.
Rahul Garg
1.0
This is a story of a someone who is being harassed by China Southern Airport staff at the Delhi Airport from the past 4 days. And still suffering as I have been told that nothing would happen if you register a complaint and there’s no one who’s gonna look into the matter.
Whole thing started on Sunday, rather Monday early morning at about 1.30 AM IST, when we arrived at the Delhi airport from Guangzhou China. We found out that our three baggage were missing. We registered a complaint and on the very same day and since then have been following up with a lot of different people who are behaving in a very rude way. Story of our harassment starts from Monday when we were told that no one knows the status of our baggage and they will get back to us by 1PM. THis was Puja from the staff but she didn’t get back for anything, not even to inform. Then when we called we were told by another guy Naveen that the bags are traced and we will get those by Tuesday (28th). No one came or called us on Tuesday and when we inquired on the same day, we were told by a guy Ashwani that “why are you calling us again and again, we have other important work to do, Don’t just waste our time. We don’t really know where your bags are”. How can a person behave like that, especially with their customer who is in trouble due to lost baggage.
Now this is Thursday and I had to call then 50 times today to make sure they at least pick my call once. And after so much of calling, I have been handed over half of my stuff and that too I have to go to the airport to pick. And even now, after 5 days, one of my baggage is still not being traced. I have been told again that they are not sure where my baggage is.
Lost baggage, abusing staff, that’s something you don’t expect from a responsible and big airline like China Southern.
Hope some action should be taken against the people who have caused all the troubles (Ashwani, Naveen, Pooja, Puneet from the airport staff at Delhi International Airport – Terminal 3).
Nohara
5.0
Highly dissapointed with your service. It’s very unfortunate that my relatives booked a flight wirh your airlines to fly from Sweden to Melbourne. They missed their flight due to denial of visa, as I tried to enquire about new flights, your service agent had no care in the world and could not even provide the details of the next possible flight. She claimed that she couldn’t find one, how do you not know when the next available flight is it YOUR the airline? I’ve been traveling back and fourth and never will I even consider china southern airlines. Worst service. Don’t even bother people, they are just money hungry. They don’t care about you.
Shohan Khan
5.0
I bought an urgent ticket for my best friend on Christmas eve 2016 paying huge extras since he needed to go to Bangladesh badly!! We had 2 bags of 23 kgs .. sorry 1 cardboard box was nearly 25 kg weight and at the check in 5 rude chinese attendants made my friend’s bag re done for 23 kg for maximum weight and told us to leave our box in a corner of the check in area. It seemed fishy … then the next day my friend landed bangladesh and after waiting for 3 hrs found that the 2nd bag/box has never been sent to the same flight .. I strongly believe that was intentional !! BD Airport told him to pick up the box next day when it arrives next day !! Poor friend lives 7 hrs drive away from BD Airport. His younger brother came next day 26th Dec to pick the delayed box. .. after waiting for 5 hrs he finally found the box ….alas..the box was ripped and cut from below …!! After opening the box at the airport 40% goods were missing !! There was $700 AUD worth of cosmetics/ perfume & chocolates missing. We asked Airport authority &they said to ask China southern airlines Authority. We called them 100 times. ..but no answer… now who is gonna be responsible for the missing items !! I think china southern airline is not an international class airline … it was my friend’s first time travel with them ..I will never ever travel & recommend any known to travel this airline!
Shubham makkar
1.0
If some rating less than one star can be given, i would give that.My girlfriend is coming back from canada after 2 years. She had a ticket but they didnt let her check in. She had noone for helping her out and noone even listened to her complaint. Later on when online complaint was submitted,they send her mail apologising and asking her to board a flight after two days. And again she went to airport and is being told that her flight is after two days. This is really ridiculous service they are providing. Use any airline except this one I would suggest.
Dan
1.0
My wife is in Guangzhou. Her teen son was to fly from Virginia to Guangzhou, bought the ticket with China Southern Air. Once in New York her son tried to check in on time and was told they resold his ticket to someone else. This happened to 6 other teens as well going to China on the same flight. My wife spent all night trying to reach anyone to help and could not for many hours. Finally talked to someone who told her she had to pay another $1000+. Finally she got ahold of a manager in the China office that helped without charging her more after along time of arguing. This is the worst company we have ever dealt with and will never use them again. They need to lose more customers before they stop this predatory practice. They have lost us for good and we will warn everyone we know not to use them.
Galit
5.0
I have used your airline on the 13/12 for a flight from Sydney to Guangzhou and then to Kathmandu. My suitcase got lost somewhere along the way and to this day was not found. Hours on the phone with your offices either in China, Nepal and Sydney did not resolve the issue. Emails went back worth and forward but with no luck.
Your company customer service is shocking and doesn’t suit or reflect an airline of your capacity .
I think a month is long enough time for your company to solve the issue or compensate me for my loses.
Monica Trisal
1.0
I travelled from Delhi to Melbourne on 2nd December 2016 by China Southern airlines CZ3028. There was fog in Delhi so the flight was delayed for 3 hours. Finally when we boarded the flight , the flight took off after 60 mins after boarding and the flight crew didn’t asked us anything to eat and drink. It was very frustrating as the flight was already delayed for 3 hours and then waiting in the airplane made my health really worse.
I was so hungry and was feeling sick. After the flight took off they started serving us the food. While booking the tickets I confirmed my meal as Veg Hindu meal but they were not able to provide me that as well which made the conditions more worse. After reaching Guangzhou as I missed the connecting flight the airline provide me a hotel. The visa, security check and luggage collection took around 5 hours and by the time I reached hotel, I had only 2 hours to sleep.There was no food provided and no help from the hotel guys as well. There was a communication problem and they were not able to speak and understand English. I paid for my food everywhere. In next 2 hour the bus came to take us back to airport. After that I took the Melbourne flight. This was my horrible experience with China southern. They have the worst customer service.
I was not able to sleep for 24 hours , no food provided in the trip . I had to spend heaps of money during this journey.
William (Bill)
5.0
I was denied a boarding pass to my flight because the itinerary was purchased with the name Bill, which is an abbreviation for William. In order to change the itinerary name to match my passport I was told to contact my travel agent. After contacting my travel agent there response directed me back to South China Airlines to make the name correction because 3 hours prior to boarding the travel agent no longer has possession of the booking the airline does. So
either party is providing a remedy to correct some text on the ticket. My girlfriend boarded the flight and I was turned away with no solution to allow me to board the aircraft.
Devesh Shah
1.0
The worst travelling experience ever and the staff is so careless that there is no one to sought out my problem. I myself was travelling from Fuyang to Bangkok with one halt at Guangzhau on 6 November Flight No CZ3035 connecting flight no CZ6916 same airline but I don’t get my luggage at Bangkok airport which was earlier told at Fuyang airport at the Time of boarding by the attendant of china Southern airlines that I will get my luggage directly at Bangkok airport but I didn’t get the luggage yet.
And I am in touch with the airline helpline number but there is no one to look up into the matter and I lost all my important document and stuffs and the staff is not cooperatives in any manner.
Seriously this is the worst airline to travel with guys never choose this airline as you might be the next one in trouble.
My case No – F1611070012578
Please try to resolve my problem and try to find my Luggage ASAP. In huge trouble seriously I lost the trust in your airline and will never ever travel again with your airline.
If you care about your customers and want work with customer retention policies then please get this case solved because this will badly shrink your image.
Ashish Puri
1.0
Worst Claim department and customer service I have ever seen. My Senior citizen parents have traveled through the China Southern from New Delhi to Los Angeles on 23rd June and at their arrival they found their bags completely cut off. I have been chasing with the claim department for almost 4 months now and they are so unresponsive, unaccountable that they have not confirmed me the refund yet. This is one of the worst airlines and I won’t recommend anybody to travel through this. I recommend strict action against them.
Manav
5.0
Absolute rude and shocking behaviour at the check in counter in Melbourne on 28/10/2016 at 10:00pm. The lady was so unprofessional and aggressive to an extent that she called me a “Terror”. Her name is JingJang ( or something similar). When I requested to speak to the duty Manager, had to wait for 20 mins even when he was not busy with anything. I could see him sitting in his cubicle. When he came they both started interacting in a language other than English, which was very rude.
Ceri Harris
5.0
My boyfriend and I travelled to Perth from London via Guangzhou on 20th May 2016.
We planned it so we would land in Perth on my birthday however when we arrived at LGW we were waiting to board to be told it was delayed and we would be updated in 10mins. 40+ minutes later we were told we were delayed and they would update us. 1hr and 10mins later we were told it was cancelled due to a technical fault.
We were then told buses would be available to take us to hotels for us to stay in if we collect our bags and head to bus 17. There was 300-400 passengers and they had one bus waiting. We eventually get to our hotel at 2.30am to be told the flight would be rescheduled the next day.
When we got back to the airport about 9.15am we were told we would have to fly via a different airline so we booked in to Qatar airways who were brilliant and we arrived in Perth 6pm Sunday 22nd May – 12 hours later than originally planned and therefore spent most of my birthday in the air.
When we got home from our trip we put in a complaint about the poor communication and cancellation of our flight in June, we had one correspondence asking for specific details of flights which we replied with, we then escalated and escalated and have NOT heard anything back and we are now in October!
Sonja Laukkanen
1.0
Really, really bad and rude service! My flight from Diqing Xianggelila to Chongqing on October 14th was cancelled and the direct flight changed to 15th. But as I had a connecting flight to Finland on 15th early morning, they had to fly me through Kunming so the 1,5-hour direct flight turned into more than 7 hours of flying and waiting at the airports (at the time of writing haven’t done the flights yet so might turn out even longer with delayed flights). And I was informed that ANY sort of compensation, even a free drink, is against their RULES!!!!! Really rude service on the phone and they declined to file an official complaint!!!
Kazi Jakaria
5.0
I am writing to express my disappointment with China Southern Airlines
while I was checking in all my luggage to fly on 08/09/2016 Ticket:
7849156570213 Booking ref. 3FQZZ3.
I was carrying below items which I wanted to checked in.
– A TV properly packed – weight 13 kg approx.
– A Bag – weight 22 kg approx.
– A box – weight 3 kg approx.
I was also carrying a hand luggage with me – Weight approx. 6-7 Kg.
I waited a lengthy time (more than an hour and half) behind the line
to go to a Check in Officer (Name Unknown).
She wanted to know how many checked in luggage I have. I advised as per above.
She checked in my TV and bag. The bag has gone through the belt as
normally and she requested me to put the TV in to blue cage where all
fragile items go to. All the bags are tagged in by the check in
officer and I was given back my Passport, boarding pass and receipt
for the luggage and TV etc. However She advised she was unable to
check in the box unit in the belt as Chain Airlines does not allow
more than 2 checked in luggage and I have to carry it in my hand. I
was requesting her to put this one also as a checked in item otherwise
I will be bothered as I had 3 hours transit time in Ghunghu airport.
At that point I also advised her that I need to claim GST from TRS for
the TV. She told me I need to get the clearance from the TRS office
downstairs. Then she take off all the Check in tag on the TV and
advised me to go to downstairs to do this first and come back straight
to her so that she could check it in again.
I went downstairs to TRS office and came back to the same lady (check
in officer).
She again checked in the TV Unit and advised to put this with other
fragile item into the blue cage. Again she returned my my passport,
boarding passes, receipts for the check in items back to me.
I was still requesting her to put the box with the check in items as I
have less weight then the limit and I did not know that China southern
airlines does not allow more than 2 check in units otherwise I would
split the items with other 2 bags.
I told her that I am sad as she did not allow my box unit as a check in item.
She got angry on me, told me she is sad too and can I put all my carry
on begs to weigh up include the camera and that box which earlier she
told me to carry with me. Altogether the weight came up 11 kg
approx…
Then she told me I have over weight and I have to pay for the extra
weights. She took me to the Service desk and advised I have
overweight.
I spoke to a Supervisor. She notice the TV unit on my side which I had
not put to the blue cage yet. She advised it is ok for overweight on
my hand luggage but I need to pay $200.00 for TV unit. I told her TV
has already been checked in and the Check in Officer did not ask me
for any extra money.
She then said she (Check in Officer) made a mistake and apologies for
that but I need to pay. I told her the TV unit has been checked in and
I am not prepared to pay her $200.00 for this. The Supervisor was very
unhelpful, repeating the same thing again and again, raised the voice
over me few times, showed me the attitude and told me to shut up etc.
I then refused to speak to her and wanted to speak to her manager.
Her manger came up and do not hear anything at all from me and jump to
the decision that I have to pay $200.00. I refused to pay and said I
would like to speak to her manager. Then she called her manager on her
mobile. She (manager) then ignoring me pretending to speaking on the
mobile with the manager. I am not sure what was the conversations were
between her and her Manager. She then come back to me advised they are
going to close the service within 10 minutes and I have to take my
decision if I want to fly or not. I was also advised if I don’t give
them the decision they will take my beg out from the belt and I might
miss my flight. I told the manager I wants to speak to her manager
directly before come to any decision. I was advise I am unable to do
so.
I was going to see a relative who is seriously ill and in the
hospital. I have no other choice without pay $200.00 and to catch my
flight.
I have no other choice without pay $200.00 and to catch my flight. I
was going to see a relative who is seriously ill and in the hospital.
I was stressed and they gave me more stress at that time which affect
me mentally and I had to see a doctor.
As per the above situation, I believe the your officers are very rude,
injustice and trapped me in to pay $200.00.
I want this issue to be reviewed as per Australian Customer Service
standard. If i do not hear within 7 days, I will take the matter
further to the Australian Fair and Trading and to Airline customer
advocate.
Kazi
5.0
I am writing to express my disappointment with China Southern Airlines
while I was checking in all my luggage to fly on 08/09/2016 Ticket:
7849156570213 Booking ref. 3FQZZ3.
I was carrying below items which I wanted to checked in.
– A TV properly packed – weight 13 kg approx.
– A Bag – weight 22 kg approx.
– A box – weight 3 kg approx.
I was also carrying a hand luggage with me – Weight approx. 6-7 Kg.
I waited a lengthy time (more than an hour and half) behind the line
to go to a Check in Officer (Name Unknown).
She wanted to know how many checked in luggage I have. I advised as per above.
She checked in my TV and bag. The bag has gone through the belt as
normally and she requested me to put the TV in to blue cage where all
fragile items go to. All the bags are tagged in by the check in
officer and I was given back my Passport, boarding pass and receipt
for the luggage and TV etc. However She advised she was unable to
check in the box unit in the belt as Chain Airlines does not allow
more than 2 checked in luggage and I have to carry it in my hand. I
was requesting her to put this one also as a checked in item otherwise
I will be bothered as I had 3 hours transit time in Ghunghu airport.
At that point I also advised her that I need to claim GST from TRS for
the TV. She told me I need to get the clearance from the TRS office
downstairs. Then she take off all the Check in tag on the TV and
advised me to go to downstairs to do this first and come back straight
to her so that she could check it in again.
I went downstairs to TRS office and came back to the same lady (check
in officer).
She again checked in the TV Unit and advised to put this with other
fragile item into the blue cage. Again she returned my my passport,
boarding passes, receipts for the check in items back to me.
I was still requesting her to put the box with the check in items as I
have less weight then the limit and I did not know that China southern
airlines does not allow more than 2 check in units otherwise I would
split the items with other 2 bags.
I told her that I am sad as she did not allow my box unit as a check in item.
She got angry on me, told me she is sad too and can I put all my carry
on begs to weigh up include the camera and that box which earlier she
told me to carry with me. Altogether the weight came up 11 kg
approx…
Then she told me I have over weight and I have to pay for the extra
weights. She took me to the Service desk and advised I have
overweight.
I spoke to a Supervisor. She notice the TV unit on my side which I had
not put to the blue cage yet. She advised it is ok for overweight on
my hand luggage but I need to pay $200.00 for TV unit. I told her TV
has already been checked in and the Check in Officer did not ask me
for any extra money.
She then said she (Check in Officer) made a mistake and apologies for
that but I need to pay. I told her the TV unit has been checked in and
I am not prepared to pay her $200.00 for this. The Supervisor was very
unhelpful, repeating the same thing again and again, raised the voice
over me few times, showed me the attitude and told me to shut up etc.
I then refused to speak to her and wanted to speak to her manager.
Her manger came up and do not hear anything at all from me and jump to
the decision that I have to pay $200.00. I refused to pay and said I
would like to speak to her manager. Then she called her manager on her
mobile. She (manager) then ignoring me pretending to speaking on the
mobile with the manager. I am not sure what was the conversations were
between her and her Manager. She then come back to me advised they are
going to close the service within 10 minutes and I have to take my
decision if I want to fly or not. I was also advised if I don’t give
them the decision they will take my beg out from the belt and I might
miss my flight. I told the manager I wants to speak to her manager
directly before come to any decision. I was advise I am unable to do
so.
I was going to see a relative who is seriously ill and in the
hospital. I have no other choice without pay $200.00 and to catch my
flight.
I have no other choice without pay $200.00 and to catch my flight. I
was going to see a relative who is seriously ill and in the hospital.
I was stressed and they gave me more stress at that time which affect
me mentally and I had to see a doctor.
As per the above situation, I believe the your officers are very rude,
injustice and trapped me in to pay $200.00.
Daisy
5.0
Hi
I was trying to book a ticket online, I tried it so many times but the payment wouldn’t go through, then I have to call up your office in Sydney to get it paid over the phone they told me I have to pay for extra 20 dollars. That’s fine . After that when I check my bank account, another 20 dollars was charged without explanation. When I called up your service officer Goldie Gao told me because I paid by credit card that’s why. But she didn’t advice me over the phone by the way I paid by debit card , her shocking attitudes is really upsetting. Her email is not nice neither. I understand she confirmed with me in writing ask me to agree to book the ticket just to cover herself. However should you not correct your online payment system and quality of customer service ?
An upset customer
Pritpal
5.0
I am appending below the facts (& nothing less or More) which I am going through since 23rd of June 2016 2.25 months have passed – in repeated emails to you.
1) Two of our Baggages did not arrive at New Delhi Airport During our flight from Los Angeles USA(LAX) to New Delhi (DEL) Via. Baiyun Airport Guangzhou China (CAN) – Flight No: CZ328 Departure Los Angeles 21-06-2016 2350Hrs & Connecting CZ3027 – Arrival Delhi 23 June 2016 1050Hrs. Passenger 1: Chohan/ Pritpal Singh E-Ticket No.: 784-7793734490 & Passenger 2: Kaur/Daljit E- Ticket No: 784-7793734491
2) Baggage No: CZ 801203 & CZ 972838 were delivered 60 Hours late on 25-06-2016 to us in our home town Ludhiana Punjab India by Mr. Nishant Tiwari of United Worldwide Express – All evidences sent to you
3) In this whole process my Sony Handycam Flash Memory Camcorder was robbed out of my baggage which was cut open for the same – On the spot evidence sent to you.
4) Robbing of goods from travelers baggage (after scanning bags by Airport staff) has become a routine affair & passengers are made to suffer for no fault of theirs – after that their plea is not listened to – saying that the weight of the bag was OK – how can you detect a 200 – 300 grams handy cam weight difference.
Laetisha Lea
5.0
I have yet to receive any follow up with regards to China Southern Airlines Complaint No（F1608160011160）.
I am a passenger who was scheduled to board Scoot TZ127 on the 12th Aug at 0345h from Guangzhou Baiyun Int’l Airport.
I arrived on a transfer flight with China Southern Airlines CZ3708 from Jinan to Guangzhou on the 12th Aug. Because of the delay by China Southern Airlines, I ended up at the Guangzhou Airport much later than i should have.
I was at the counter J for check-in by 2.50am sharp. I was informed that it was closed and refused any assistance of any kind. I missed my flight with Scoot TZ127 to Singapore.
The staff informed me to liaise with China Southern Airlines Supervisor who should arrange for a flight for me to get back.
To make matters worse, I was very ill that day and there was no assistance. The staff at the information counter sent me on a goose chase to find the Supervisor of China Southern Airlines. Finally I was informed to wait till 5am for the counters to be opened. So I waited and to be honest I still received zero customer service when the counters opened. In the end, I was forced to purchase another ticket from China Southern Airlines CZ353 for the 08.40am flight, costing USD241.59 to make my way back to Singapore. I waited at the airport from 2.50am and left Guangzhou after 1pm in the afternoon because of further delay by the airline.
I arrived in Singapore on the 12th Aug at 6pm! Being a vegetarian, I had not eaten or drank anything for 24hrs. Onboard the flight, all I could take was few sips of hot water for my bad cough.
It took me two days to recuperate. It’s totally unbelievable that our Singapore Airport serves as a model of service excellence and yet Singaporeans are subjected to abysmal (in fact no) customer service experience when we travel. This simply is not good enough!
I am terribly upset and it has left a very bitter experience. To make matters worse, i receive an email on the 16th August with the complaint No but i have yet to hear from anyone ever since.
I do hope to hear from someone from China Southern Airlines who will uphold their concept of “ Customers come first, and pursuit of excellence”.
Hasan latif
5.0
I booked my flight from DXB to Bangkok and I got email confirmation. However I got email from customer service that my ticket has been cancelled because of system error and my full money will be refunded.
I called several times and sent emails, however no reply from CS. I made several calls (international number) to customer care and every time they told me that someone will call me back and i did not get any call.
Very bad customer service. I am not sure if i will get my money back, however now I am going to pay more to book same route with different airline as its close to my travelling dates.
Bhuwan
3.0
We travelled from Delhi to Sydney via Guangzhou airport and checked in 2 bags. But never received 1 bag. We lodged a complaint at the Sydney airport. Ref no. Sydcz14756. It’s been more than 24 hours and we have not heard back from the team. The complaint no. Shared is also incorrect. We have no way of tracking. The whole incident has been very frustrating and harassing.
Harpreet
5.0
Very poor customer service. I recently booked a ticket with the airline through an agent. The agent was not helpful at all. Their tone is very unprofessional and services incomplete. I asked the agent to give the ticket details for future changes, but the call center wouldn’t budge. I have not flown your airline, but so far bad experience.
krishna mathur
5.0
My Mother Krishna Mathur book ref no.: NV5S3Y commenced her journey from New Delhi to Melbourne on 21st Aug2016. night and received no wheelchair assistance after mentioning/printed on ticket as well as confirming over the phone. On her request for wheelchair when she arrived at delhi check in counter they mentioned they were not informed about wheelchair, similarly at other airports. Hoping to get assistance she carried cabin trolley baggage or else she travels light…..she dragged baggage on every airport leading to terrible muscular injuries in her arm and feet.
On top of all this..we requested veg meal from guangzhou to melbourne..they had no veg meal to offer.
The whole journey was a nightmare.
Mr J
5.0
CZ 3590
Original flight was cancelled by China Southern. Airline sent a text message in Chinese. Phoned 95539 for help. Operator 6304 refused to help. Said only 4:30 flight was available to switch to. Supervisor 7327 said the same thing. I was really upset and angry at such low customer service.
I went to airport at 7am and purchased new flight for 1300rmb as I had just lost 12000 points from China Southern cancelling their own flight.
I also had to pay excess luggage fees. 2 days later I flew CZ6083 from Shenzhen to Bangkok. Check-in was rude and wont even say hello. Arrogant girl. She refused to check in my luggage. Supervisor came. Was lso arrogant and unhelpful. I asked for rules to be shown on this ticket as they claimed it was over weight. They could not show me anything concrete, only rules on different tickets.
I transferred weight to my other bag and they did not re-check in the bags. I contacted consumer hotline and they didnt understand my English or Chinese. A case of them not wanting to help. The supervisor put me on hold and refused to give me a case number for my complaint.
Boarded flight. On take off air crew sat in business class and was playing with his phone. Food was disgusting. No special boarding pass for arrival at Bangkok.
Plane was dirty and business class seats are over 20 years old and broken.
It seems China Southern staff are proud to wear the uniform and show off their tags, but they lack any politeness, courtesy or professionalism. I have flown with China Southern for 10 years. In the last 4 flights the service was terrible, the business lounges outdated and disgusting. A total waste of money and always a bad experience.
Geoff Dixon
2.0
My wife travelled from Perth Western Australia to Nanning with a connection in Guangzhou on CZ3296 20/08/2016 to Nanning, this flight showed a 3 hour delay, then a 7 hour delay and finally a 8 hour delay, no reason for this delay was given, which is not acceptable. I did learn later that my wife was given a room in the airport hotel to be able to have a shower and a sleep, no food was provided at all. We always appear to have delays in China on the domestic side, it happens all the time, I know things happen to delay aircraft however no reason was given at all from the airline which is bad PR. This needs to be addressed.
Sandeep Tamang
2.0
Read many good feedbacks about how Southern China had improved its service. Travelled from Melbourne to Guangzhou and Guangzhou to Kathmandu on 18/8/2016 with my mother. Everything went smooth until the very end. All of our luggage were left behind in transit at Guangzhou. Now we are informed that our luggage will arrive only on 20/8/2016 which is very inconvenient because we are not locals from Kathmandu and we had our domestic flight tickets pre-booked for 19/8/2016 which is too late for refund, thus losing money. Now we will have to stay in a hotel in Kathmandu unnecessarily. Same thing happened to my father 2 months ago when he travelled from Australia to Nepal. Usually i travel with Thai airlines and this never happened with them. I don’t see myself travelling with Southern China again. But yes they had good flight crew and good food. Thank you.
Ashish
5.0
I have been following up with CSAIR team through case# F1607040005043 over one month. And there has been no action, no word of confirmation as to what is being done by them – even after several follow ups. My parents (senior citizens) have traveled on June 23rd through this flight and out of 4 of their bags 2 were torn off and cannot be used any further. All their luggage was spread across the floor at the airport.The airline wont escalate this issue and expedite the claim process.
Philippet
5.0
On Aug 3, flight CZ307 from Guangzhou to Amsterdam (Schiphol) was delayed by 125 minutes. At arrival in Schiphol, her next connecting flight CZ7821 was yet to depart but Mrs Sett was refused at the gate! She had had to wait the next flight Amsterdam-Brussels. Finally she arrived at Brussels Airport 5 hours later than scheduled! The taxi we paid to pick up her in Brussels had wait 5 more hours than normal and we paid a supplement of 250 euros! And on top of that she didn’t receive her luggage at arrival! She only received it 48 hours after arrival. It’s not serious, really. We’ll nevermore travel with China Southern Airlines.
Surendra
5.0
I recently booked a ticket online from china southern airline website. By mistake while filling up the information I forgot to change the nationality and document issuing country, I realized my mistake as soon as I got the ticket in my email. I tried to contact the customer care multiple times but every time my call was on hold for almost an hour without any response. If this is the usual scenario with your customer care, I am afraid to book my ticket with your airline next time.
Raza
5.0
We traveled from Urumqi to Islamabad on 30th July 2016 on flight CZ6007. After boarding at the security entrance, the officer retained my one bag with her and said that they will send me this bag on next flight. My bag was plastic trolley bag and color is silver. I tried reaching customer service on same, no response. I am still waiting to know when the airline will send me the bag to Islamabad airport.
Tushar
5.0
I traveled China Southern from Sydney to New Delhi, India in December, while my return from Delhi to Sydney my daughter’s stroller was misplaced and my suitcases were badly damaged. Till date I have not heard anything from either China Southern on lost baggage. I am trying to get the stroller back or a refund. I returned Sydney on 7-Jan-2016 and today is 21-July-2016 I haven’t heard anything from anywhere.
Goyel
2.0
I am a regular passenger of your airline since 2012. I oftenly travel round trip from Delhi to Guangzhou. Today in the morning at Guangzhou airport I was supposed to catch CZ3027 at 07:30. My seat number was R38B. In spite of being a frequent traveller of your highly reputed airlines it took almost one hour at boarding counter. Sometimes they say flight is overbooked, sometimes they say flight status is not available and that is why they can not issue boarding pass, on the other hand I confirmed my ticket on phone. After long discussion they issued me boarding pass but I did not get my luggage at Delhi airport as your company staff did not load on flight. All my necessary items and clothes were in my luggage for that I have to purchase clothes worth 145USD due to negligence of your staff. When I said these to your counter at Delhi they did not respond and remained indifferent.
It was a bad experience of mine and I did not expect this kind of unprofessionalism from your airline. I have to spend 145USD just because of mistakes of your employees.
Christine Lai
1.0
I was incredibly dissatisfied with the service. I had a flight from Kunming to Guangzhou July 13th. I arrived 2 hours before the flight at the counter to purchase the ticket at 1100 RMB with a man in formal attire who input my reservation in the system. 8:20pm flight CZ3488. I went to get my cash withdrawal since they don’t accept visa or USD and was told just to come back to the counter and I’d be set to go with plenty of time to board. After 15 minutes, I couldn’t find the man at the counter and had to wait in line for 15 minutes until I spoke to someone else. I told him he just had to look me up. I even wrote which flight and showed it to him with my Google translate from English to Mandarin. He ignored me and kept looking busy making phone calls and talking to other people. Then it became an emergency to leave since I had 40 minutes left to boarding. He then booked the wrong ticket which would’ve made me late to my next flight, which was international. He then had the audacity to tell me I had to pay more for HIS mistake and since I was pressured for time I threw money at him to fix it. He asked for 1360 and I gave him plenty to cover it. But he demanded I pay more so I didn’t argue as I was distressed about missing my flight and gave him an extra 300…that’s 1600 rmb for a flight that was originally 1100 rmb 30 minutes ago. This is horrible customer service.
Charagi
5.0
On 02/11/2015 I booked two return journey tickets for self and wife for Delhi to Sydney through an Indian travel agent to travel on 19th March 2016 from Delhi to Sydney and return on 10/08/2016 in China Southern flight with stopover at Guangzhou. On 19/06/2016 I requested your Indian Agent to extend my return journey date to 11/03/2017, to my surprise travel agent informed that I have to pay penalty of Rs 46000/- per passenger for extension of date. I was shocked to hear that instead of charging nominal amount of INR2000/-as shown in your website for extension of date I am being asked to pay the huge amount INR 92000/- equivalent to the cost of one side journey from Sydney to Delhi and that too the duration flight journey of 39 hours instead of 15 hours as was mentioned in the booking tickets. I got return tickets cancelled on 20/06/16 due to long duration of 39 hours journey. Total INR 29282/- was credited to our bank account on 11/07/16.
I sent email to your office in New Delhi as to why only 50% of our return journey has been refunded and requested to clarify the reason under what policy such huge amount has been deducted when we have paid INR 52005/-per side. Instead of giving the suitable reason they insisted to get the clarification from travel agent.
ACH
1.0
Deeply disappointed with your airline facilities and communication strategies. You have a website giving out details of the number of cancelled/delayed flight but nowhere does it say what the solution to it is. Flight from London to Guangzhou on 12th July was cancelled leaving passengers stranded at Heathrow airport for close to a day. There were no arrangements made for their accommodation or lounge. The reason was stated to technical failure and required a day to fix.
This was first experience for my family n friends with the airline and hands down, the last one. Absolutely unapologetic and irresponsible behavior. No communication was made for passengers having another transfer flight after Guangzhou which implies another added hours of waiting, starving, suffering.
Mandy Maracle
1.0
I’ve checked in in Washington DC on the 4th July via Virgin America check in counter and was told that my luggage will be checked in all the way through Singapore but it didn’t arrive at all.
Made several calls back in the States to check status of my luggage but China Southern US line 888 338 8988 is selling insurance throughout. Finally, I managed to contact Virgin America in DC and was informed that my luggage was checked and delivered from IAD to LAX and it seems that it was not loaded to my flight back to Singapore.
Also, China Southern website is always unavailable to check in online using our E ticket number and now unable to file lost and found online. The website is never able to do proper online services, it sucks!
I’m still waiting to contact China Southern to trace my lost luggage!!!
Lai
5.0
I purchased a ticket for Flight CZ 3175 scheduled on 22 June 2016 (Ticket Number 7842266813895) and was travelling with my business partner. The plane was due to depart at 6:05pm on 22 June 2016. However, the flight was cancelled.
I reached Pudong Airport at 2:30pm and only managed to reschedule my new flight (CZ380) at 6:30pm. The airline asked us to Wassim Hotel for the night but without proper guardian. We only managed to check into Wassim Hotel in Pudung Airport at 7:30pm (you outsourced it tottally and without any CZ’s staff around) and i stored my luggage in my hotel room. We were then given a instant noodles and a hotdog for dinner. As that was insufficient, we had to have dinner outside.
When I returned to my room after dinner, I saw a stranger sitting on the bed, wearing only his undergarments. Then, I was informed that the room was “twin share” and I need to pay RMB 150 to upgrade to a single room. The “twin share” room has no privacy whatsoever. Although I had sensitive and confidential documents and laptop in my luggage, there are no safety boxes to store them. In addition, the bathroom is enclosed with see through glass. I was not informed that the room was “twin share” during the entire check in process. It was a very irresponsible arrangement which without taking consideration at all of your passenger safety and privacy, and his assets!
The most ridiculous was we requested to pay for our own breakfast in the next morning !!!
The plane we were supposed to board the following day, flight CZ0380 was again delayed. The plane was due to depart at 1:35pm but only did so at 6:10pm. Throughout the whole ordeal, information was either conveyed poorly to the customers or, in some cases, not at all.
Shalabh
1.0
I travelled with my daughter from DEL to SEA via CAN and LAX using your airline on 13th June 2016. As your flight from CAN to LAX (CZ 327) as delayed by well over 3 to 4 hours I missed my connection to SEA from LAX. You arranged for alternate flight which was American Airlines AA6041 next day (14 June 2016).
American Airlines charged me for my checked bags from LAX to SEA. Upon repeating that it was a connection to international flight arranged by China Southern – they simply said to contact you for any such thing. So in all I paid them USD 25 for 1 checked bag and I should be refunded for the same as it was simply not my fault.
I have been trying through your phone support but no one picks up the phone. Once I got through a rep at CAN but it was very difficult to explain.
Chaman Lal
1.0
I’m writing about the recent trip I took on China Southern Airlines. I must confess that I’m utterly disappointed with the standard of services that were provided to us on our trip. We boarded our flight from New Delhi (flight number CZ3028) on 11th June 2016. We’d requested wheelchair assistance for myself and my wife due to our troubled knees. While the wheelchair assistance service from New Delhi to Guangzhou was satisfactory, the standard of service was horrific in Guangzhou. We were supposed to take the flight number CZ381 to Brisbane on 12th June, but due to bad weather our plane landed at another airport and we and our fellow passengers missed the connecting flights. We were provided a hotel to stay in and the next flight was after 24 hours.
We could not inform my son in Australia about this since no communication was provided by the airlines staff. The irony is there is no one in China who could speak English or understand our concerns. A good Samaritan (a fellow traveller) helped us to contact my son after a lot of trouble. Secondly, we were not provided any wheelchair assistance from the time we landed in Guangzhou till the time we reached in Brisbane. We somehow managed to drag ourselves around. Despite requesting wheelchairs, the airlines staff could not understand our pleas. More annoyingly, we were made to walk for long distances from one terminal to another and also from airport to our hotel. I saw many elderly people who also had requested wheelchairs struggling badly and suffering as a result. Some were in excruciating pain. Thirdly, our luggage was handled badly. We found the bag handles come off, shockingly we found the stuff inside our bags to be wet. Since it was raining constantly in China, I assume our luggage was transferred in haste in rain, which ruined some valuables. It’s hard to believe that an international airlines wouldn’t have a rain cover. Fourthly, no assistance was provided while collecting the bags in Brisbane airport. I’ve bad knees and a troubled back which made it difficult for me to manage my luggage. It is due to these issues we’d requested assistance but it was nowhere to be found. I saw many other fellow passengers (we became friends on the way) struggling with the luggage and immigration checks despite requesting assistance and wheelchairs.
Overall, the management in China was disorganized and the standard of service poor.
Michelle
5.0
My mum and I were to travel from Tianjin to Auckland on 25-26 of June. We have our check in done 14 hours prior departure. We firstly were unable to get 2 seats so we can sit together. At the same time, my travel document and cash went missing from the counter. Later as we walk through Guangzhou Airport we found our bag on the bag claim area. It should have been transferred to Auckland airport. When we went to query about same to staff, they were very rude. They even forgot to attach the red tag on the bag because of which 2 expensive jade carving was broken. This was first time I took China Southern, what a bad experience.
Keyuan Tian
1.0
Flight # CZ338
We are disgusted at the attitude and unprofessional customer service of one of your male employees at Incheon Seoul International Airport (Gate 111). We approached him inquiring about the location of charging services available at the gates, only to be told in a rude and confronting manner that it was none of his business to assist this query. We do feel that this level of customer services reflects poorly upon your airline and does bitterly influence our journey. As a result, we will be informing our friends and families of this encounter, and are unlikely to use your airline for future travels.
Please contact us if you would like details regarding this employee if you are at all concerned about the quality of your customer service representatives.
Eve Willett
5.0
I was on the flight from London Heathrow to New Baiyun on Sunday 19th June. It departed at 22:25 and the flight number was CZ304. I used my laptop at London Heathrow and it was working perfectly. I got onto the flight and a male flight attendant on the plane asked me to pass to him my rucksack which has my laptop in. He threw it in the overhead storage and when I went to retrieve it afterwards, the bag was crushed under a lot of other bags. When I reached China, the screen was completely broken and wouldn’t display anything. I feel that this was his fault for the mishandling of my bags. No matter what is in the bags, staff should handle them with respect and I saw the way it was thrown into the overhead storage.
Manju
5.0
My mother travelled in flight no. CZ327 on June 19 seat no. From Guangzhou (CAN) to LAS. We booked the ticket with veg meal. And to our utter surprise she was not offered any meal neither non veg nor veg stating that your meal is not booked. How is it possible you don’t provide a meal in such a long journey flight. On insisting by her that a meal is booked the air hostess told that she can only serve her a veg meal if something is left in vegetarian. She denied to accept the meal because of the rough words used by the air hostess. How can one say to a customer that she will be served leftovers. Then the other air hostess intervened and offered her a veg meal. Is this the kind of service you provide to the customers. This was the first time we travelled through your airline and ensure not to repeat this mistake again.
Maryam
1.0
Flight no: CZ 318
Date: 08-17-2016
Ticket Number: 7844411808800
Route: Seoul – Beijing- Urumqi – Tehran
I am extremely disappointed with the service of flight. I have been the airline’s customer for about 3 years and used the services before. As I am an Iranian living in South Korea, I usually use the airline’s flights between Seoul and Tehran.
But today, I was literally forced to cancel my flight, though I was on check-in counter ready to start my journey. The problem raised when the check-in counter officer on desk B13 told me that because of my nationality, I am not allowed to have stop in Urumqi (I had two stops: one in Beijing and one in Urumqi) I explained it is impossible because my stop is a transit and I always use this route. Additionally, there is no direct flight from Seoul to Tehran, therefore, these stops are not my choice. But she refused to issue my boarding pass. As I protested, the female staff asked another staff from duty manager desk (B14). He told me that he has sent messages to authorities in Beijing Airport and they said that I am not allowed to have stop in China because of my nationality. When I asked them what can I do, they gave me a number belonging to airline office in China to call myself and ask if I am allowed to fly with this airline. Then I called with my own phone, The staff in China office were not sure though. They asked me to call Embassy and if I was not allowed to have stop in China, I could ask for refund. Of course, I needed to pay 75 $ for cancelling or 200$ for changing my flight date. I told them that I am missing my flight within one hour and it is not easy to get answer from Embassy in this time of day. By the way, I was indirectly forced to cancel my flight because of this problem.
I don’t live in Seoul. I had traveled to Seoul, Gimpo airport for my flight. Therefore, I paid some expenses to travel again and came back to my home in Daejeon. I also need to pay a lot of money for talking about 40 minutes on phone from Gimpo Airport to China office.
When I arrived home, I checked the website and found this quote on the website: “No visa is required for foreigners who hold tickets to the final destination and have booked seats on international airlines, ships, trains transiting directly through China, and will stay for less than 24 hours and do not leave the specified transit area”.
Traveling with China Southern this time was extremely disappointing and seems a wrong decision for the future.
Krittika
5.0
Flight no: CZ 359
Baggage Tag No: 152550
I am extremely disappointed with the service of your flight.
My luggage was checked by the airlines and my power backups were held back and I am asked to collect them from the airlines separately. I understand and respect the policies of the airlines and have completely no objection for keeping back the power backups.
The matter of my concern is the way my luggage was manhandled. As I was traveling from South Korea I was carrying certain sealed cosmetic products where were found leaking damaging many items in the bag, many of the gift items that I bought for my family and friends are damaged beyond repair. The handle of my trolley luggage bag has become useless as it is broken as well.
This kind of carelessness from the side of your staff is certainly unacceptable and enough to tarnish the image of the airlines. I wish to ask who will bear the expenses of my damage as there are many things that one cannot put price to.
Traveling with China Southern this time was extremely disappointing and seems a wrong decision for the future.
Tanja Tauber
1.0
I took the transfer flight from Guangzhou to Beijing (flight CZ3161) on 13th June 2016 which had huge delay. Instead of 08:00pm it departed at 01:40am on the 14th June.
I understand that due to the weather situation is was not possible to fly and I appreciate the decision to hold back all flights. What I cannot understand is that the personnel working at the airport (for instance the duty division D11-D13) could not speak English and help us with any of our questions. I met people that were waiting that day already for 14 hours for their flight – me on the other hand, I landed in Guangzhou from Kuala Lumpur the same day and the flight was only 30 mins delay, which is why I could not understand why the Austrians had to wait 14 hours.
As I had a business meeting in Beijing this morning, it was important for me to get on that plane IN TIME. I was not offered help to refund my ticket or get my luggage back. Also, we had the impression that the flight was delayed hour by hour with big possibility for a whole cancelation. It was not transparent for us to understand when the flight will depart. The digital display at some point did not update itself any more. So, it showed a departure time for Beijing at 22.50 – even AFTER it was actually 22.50.
Once we boarded 23:40, we were sitting 2 more hours in the plane until we flew at 01:40 am. Again here, nobody was really transparent of the crew. We didn’t know why we were waiting and for how long. We weren’t served any drinks in those 2 hours of waiting.
I heard the weather is like that usually in Guangzhou. Even more I wonder, why it was such a organisational chaos. I would have expected a bit more routine.
The result:
– almost 6 hours delay
– a sleepless night with a lot of trouble and stress
– 1x missed business meeting
– and the decision never again to transfer in Guangzhou nor China Southern Airlines.
Angela O'connor
5.0
Disgusting behaviour at Heathrow airport on Friday 20th of May 16. Rude staff and chaotic behaviour from check in team. The flight was delayed for long. The hotel that I was put in hotel was worse. There is no help from the airline of any sort.
Big airlines think they can push people around, how wrong they are.
Ceri Harris
I think I was on this same flight! Didn’t get to hotel until 2.30-3am!
I have complained too as we ended up being 12hours delayed to Perth our destination but for last 5 months have kept complaining and heard nothing at all- going to seek legal advice and go through travel insurance now!
Sining Li
1.0
It’s an absolutely awful experience. I changed the flight time the night before by phone and I’ve got confirmation at the time, however, they haven’t updated this info until the very last minute when I got to the airplane, and they seem not worried at all as I’m the one calling them for new reservation details. In the end, I have to push my flight back to 8 hours because there’s no empty seats in the earlier flight, which was the time I changed to and they said yes. Now I’m trapped in the airport waiting for them to do the job they have been done at least a day before. It might sound rude, but I do wish that the staff from China Southern Airline could learn more about responsibility.
Wilson kao
1.0
Absolutely worst airline. Took 7:05pm flight, flew from Shanghai to Urumqi. The lead flight attendant reported me to the police for using phone during cruise altitude, absurd rule and laughable outside of china. Was escorted by two shady idiotic airport police men and had to pay hefty fine for violating their law. They also exaggerated on the report by saying I disturbed neighboring passengers.
Elora Chowdhury
5.0
I was returning back home to Arizona from Dhaka, Bangladesh. During this time I experienced a horrible, traumatic, and emotionally distressful customer service experience.
It was Sunday, June 5, 2016. My return flight was scheduled at noon by flight #CZ 392, from Dhaka to Guangzhou, China. After reported timely, I found that the flight was delayed. China Southern staff kept me waiting by giving false hopes every half-an-hour by saying that flight would be available just within 30 minutes. After 6.5 hours in this way, they finally notified me that the flight got cancelled. As for multiple reasons I had to come back on time to USA, so I even asked if I could get my luggage back so that I can fly by some other airlines on my own costs. But the station manager Taiful Islam refused to give my luggage back. This whole time the China Southern staff had been fully lack of empathy. They were lacking of proper communication, information, and were seriously lacking of customer support attributes. They asked me to come back 3am morning next day; the flight was scheduled for 5:10am. I showed up on time, but the flight got rescheduled to fly around 6:30am. But the bigger problem, the fearful and traumatic disservice just began then. They did not give me boarding pass for the flight from Guangzhou to Los Angeles. Upon repetitive requests they said that I would be okay as my information had been passed to Guangzhou station and all my connecting flights were confirmed. Dhaka Station Manager of China Southern Airlines Mr Taiful Islam personally confirmed me this information and he also confirmed that I would get a hotel at Guangzhou to stay as because there was a long 9 hours layover for the next connecting flight on that day at 9:35pm.
After I reached at Guangzhou, the staff of China Southern behaved fully strange. They said I have no booking for the connecting flights to LAX and Phoenix. They showed an attitude of complete non-cooperation. So my fear and anxiety kept increasing from this point again. Later, on my persistent challenge, they kept me waiting, but took away my passport, made me sitting down in one corner like a prisoner. I felt like captivated, with no hope when I could fly back to USA. I became emotionally distressed and extremely fearful by their behavior. I begged them multiple times to help me and said otherwise I would lose my job. Finally they said I am on a stand-by list for the flight at 9:30pm. But I knew it was a false hope. They promised a 4 hours window of time to confirm me, and still kept me sitting, same captivated way in same area, with no hotel, no foods, no drinks, and no bathroom access provided. At one point I was going to use the near-by staff’s bathroom, but the security personnel yelled at me rudely and did not let me use bathroom.
It needs to be mentioned here that I made this entire trip with a heavy heart, as my own younger brother just suddenly passed away only three days ago. I was still grieving. This hostile customer service and fear of complete uncertainty led me to an unbearable emotional distress. I started crying helplessly and they saw it. At one stage, I said that I was not feeling good, I felt like I would pass out, and they did not offer me any assistance. I asked for some food and drinks. I was extremely hungry and I was not allowed to move to buy some food. They offered me food with pork in it, I refused it as I am a Muslim and do not eat pork. They offered me no other food then and just gave a bottle of water. They were rude, totally lack of empathy; they provided misinformation, and kept me in enormous trauma constantly. Finally right half an hour before the 9:30pm flight, they let me know that there was no seat. Then they offered me a flight for Guangzhou to New York JFK to Phoenix. They told me that I could have no other choice. Otherwise I had to be waiting for the next day 9:30pm flight which was not even confirmed and it just had to be stand-by only. So finally I flew to JFK and then to Phoenix. I reached to my destination 36 hours later than my original schedule was. That had made me go through a nightmare stand of more than 60 hours total. It caused me missing 2 days of work, some urgent appointments, and an immeasurable anxiety, trauma, emotional distress, misbehavior, misleading misinformation, and a tremendous amount of fear. This total mess impacted me with huge psychological trauma. That is still haunting me everyday in many different ways.
Quinton Ludick
2.0
I recently flew with your airline from Brisbane to Delhi. When I got to the hotel and opened my luggage all my clothing was wet and the luggage was badly damaged. All the internal protection was shattered badly. I had to end up throwing the luggage away. I reported this at the check in, in Delhi on my return flight and they were not at all interested or helpful. They did not even want to really look at the photos I had taken of the damaged luggage. It was really disappointing.
Rowena Manzano
2.0
We had a confirmed itinerary from MNL flight number CZ 398 June 5 at 17:35 to LAX CZ327. Unfortunately, the plane from Guangzhou has been delayed for almost two hours, when we reached Guangzhou the airline representative did not even tell us what’s going on instead she just gives us hotel voucher and told us our flight will be the night of the following day. We were shocked and cannot believe this was happening. It is very uncomfortable for us to stay in a hotel without any extra clothes and also it is inconvenient that they won’t give you any option. If we’ve been told that we cannot make the connecting flight, we could manage our flight and will not waste our precious 24 hours. It would be nice if the airline can inform passenger what’s going on to avoid surprises.
Syd
2.0
Recently I flew with your airline from Vancouver to Dhaka. I was really happy with your service from Vancouver to Guangzhou. But really disappointed with your service from Guangzhou to Dhaka.
Toilet was really dirty and there was no hand washing soap in the wash room. One of your employee was really rude to fellow passenger which I didn’t expect from a four star airline’s employees.
Your employees also failed to hand out immigration landing forms to all passengers. We had to fill them up after landing in Dhaka. It was not convenient for passengers.
I don’t know whether it is your company policy to treat passengers traveling to poorer countries as 3rd class passengers and provide bad service. On the other hand, provide good service to North American customers. If that is your policy hope you will change this and provide better service to all of your customers regardless where they are flying to.
Since 7 days now I am trying to retrieve an overview/itinerary with my flight details on it and the extra luggage I ordered. During this period I already called the customer service daily to ask for an update. Every time they tell me the same BS that they will forward it to the department responsible for doing this and that they will ask to do is ASAP. So far THEY DID NOT MANAGE YET TO DO THIS SIMPLE REQUEST. For me this is important because if i dont’t have this my employer will NOT reimburse me. I explained myself already over 10 times what the situation is and that without i can not have my money back (it seems they have a policy that this document is released after your flight… so far goes the common sense again with Chinese companies and they don’t care about happy customers or not because yea, sorry, not my responsibility! Seen this story here now for many times, flexibility is not yet invented in many companies in China).
I hope China Southern can explain to me how unprofessional their website looks AND how it comes that every other airline I encountered does this simple thing automatically after paying for your extra luggage? Am I somehow been teleported back to the 90’s …
Dear china southern airlines
I am writing to let you know that from a flight to guanzhou to dhaka on 13 november despite having the boarding pass and arriving 20 minutes earlier from take off time the staffs didnt allow us (3 ppl) to travel. We requested that it has been stated in the boarding pass that gate will close 15 minutes before and we were in time but they being very unprofessional didnt bother what we are saying.
We had to pay for a next flight amounting 7874 rmb. We think you should be active to return the amount we paid for.
We expect your professional concerns to address the issue and refund the amount.
I was harassed by the manager Stanley who yelled at me and told me he had the right to talk to me however he wanted. When I asked him for his full name he refused to tell me. I also asked to speak to his supervisor and he said he didn’t have one. He insulted me and was very unprofessional.
I will never fly China southern airlines again.
My family has a flight with China Southern and so they decided to Online Check-in to save time at the airport. HOWEVER, this useless airline’s online check-in website wouldn’t let my family log-in with their details. After multiple attempts, they decided to call the China Southern office in Auckland. The lady who answered told my Dad that they couldn’t check-in for their flight leaving from Auckland by could for their connecting flight from Guangzhou, this advice didn’t help at all because our issue was that we couldn’t log in in the first place (if ya can’t log in, how on Earth are you supposed to even check in?!?!?!?). ANYWAYS, my Dad called them back again, only to have the same lady ask for our details and then say that she’ll check-in for us and then email us the confirmation…….2hrs later no email. FINALLY we called them a third time only to have them not answer the phone at all:l. They might call themselves a “leading Chinese airline” but in my opinion they are extremely unprofessional, have NO concern for their customers and are running a cheap af website that would have worked better had it been designed by a 2 year old. Airlines like this useless one should not operate internationally if all they are going to do is ignore their customers…it’s called “China Southern” for a reason then, I guess…CHINA IS WHERE THEY BELONG. How dare you operate internationally you useless, trash-heap of an airline carrier. Y’all really do suck at your job….
Recently I had a terrible experience flying with China southern airlines . I had my flight from new delhi ,India last week and due to weather conditions it got delayed by 2 hours (acceptable) . But due to this delay I couldn’t catch my next connecting flight from guangchok ,China to cairns ,Australia. When I requested china southern airlines staff to get me on earliest available flight for cairns , they replied they do not have anything for next 48 hours . I resisted to wait for so long, so They asked me to grab a seat while they searching . Literally i sat there like for 12 hours without any food and water . They were so rude and pathetic . Nobody cared to ask for anything i need while they were searching (just killing time) . At 8 morning they found a flight for me via HongKong ! Its not even easy to digest , the flight they offered me had 10 hours halt in hong kong . So I had to wait at HKA for 10 hours . Cant describe how i spent those hours . Horrible experience. Wasted my 24 hours in total . Still suffering from state of terror i faced . Shameful performance by China Southern Airlines !
I was reading through the reviews hoping to find something good about China Southern… :-(
My flight from Manila to Guangzhou was delayed, I had less than 20 minutes to get to the next connection, it was miles of walking/running/sweating, up escalators and down escalators to get there just before they closed the gate, I noticed others with heavy bags and children trying to make it, I’m not sure they did… Finally seated trying to relax, the plane was not moving for a while….announcement say delay due to weather…we were sitting for an hour, two, three, four hours on the plane, we were not served even water. Several of us searched on line and could not find any weather issues in the area and not in our destination. After 5 long hours on the plane, many of us already hungry, very thirsty and frustrated, the announcement says that we need to get off the plain. Seated by the gate for another hour when they announced that we need to spend the night in a hotel room. We were to follow a guide, walking again FOREVER in the terminal, made it to a counter where we were split into groups. My group was lead to another counter and when we got there I found out that we need Visa so we can get out of the terminal to the hotel. At that point I was beyond myself as I mentioned that I already have Visa good for 10 years, I could have saved myself miles of walking if they could speak English and explain to people what we are doing, no one, even locals, had a clue. We are all already hungry and exhausted. Now we are to board a bus to take us to this nasty hotel. NO ONE speaks English….and no water…I was completely lost, tired, hungry and angry, not knowing what’s going on, I finally found one of the passengers speaking broken English to barely explain to me what’s going on.
At the hotel, again, NO ONE speaks English and no water… I was the only English speaking in that group, trying to understand the mess around. It is already 3am when we made it to the hotel, the crowd was screaming but nothing ccould be done, no water. I was finally given a room key on the 5th floor but it did not work, went back to reception using my phone app to translate, they gave me another key which did not work again, I demanded a rep to come up with me with a master key to let me in, his key did not work either, it is already 4am when I finally got into the room BUT at 8am we had to be back at the terminal but most people did not know where to go, it was chaos …..finally made it to the gate, with lots of confusion, there we had another 2 hours delay before we finally took off to LA. In LA I, of course, missed my original connection flight home which was the day before, found out that my flight was then changed to another airline, had to wait another 4 hours to catch the flight home to Atlanta, thank Goodness for those VIP lounges. My journey brought me back home 18+ hours later, with lots of hassle but happy to be home! English is my 2nd language but able to communicate fluently. I know, I will never fly China Southern.
We had the most disgusting experience ever with this airline. Advise please don’t book this airline as they are highly airline and unprofessional. I travelled from Melbourne to Rome and Paris to Melbourne business.
First shock when we got to the airport was we had a secret unpublished uninformed stopover in Wuhan which wasnt anywhere in the ticket, which required us to get a transit VISA at Guangzhou airport which was a terrible experience on its own as we had to circle the airport 4 times because of this.
Instead of 2hrs transit, we have four hours in total as we landed in Wuhan and had to wait for 2hrs again to board the flight.
On our way back from Paris, on our itinerary our flight time was 12:25am, but when we got to the airport there was no such thing, our flight was 12hrs later at 12:25pm, and all this for booking on their website. So we had to book a hotel room for the night, take taxi up and back 2times, It cost us a whooping total of 400 Euros all TOGETHER!!!!!! And their customer service is the most unreliable and rude and wont give any proper information. I want my MONEY BACK.
Dear China Southern Airline,
I am writing in with the most disappointed feeling I have ever felt about an airline.
I have been traveling extensively for the past 30 years and have been to about 25 countries. Needless to say, I have used many different airlines before. This was my first time using China Southern. I must say that unfortunately, mine and my daughter’s first trip using CS Air has been the worst flight experience we have ever had.
I had bought two return business class tickets for Nanjing to Kuala Lumpur via Guangzhou ( July 2, 2018 and return August 12/13, 2018). Here are exact details of our flight experience so that you know, in more depth and understanding, the type of hassles and exhaustion we had to go through:
July 2, 2018:
In Nanjing:
We arrived extremely early (6am) for my flight (CZ3872) from Nanjing to Guangzhou and were the first customer to be at the Business Check-in counter. My daughter and I were kept waiting at the counter for more than an hour! This was because the connecting air plane from GZ to KUL (CZ 3047) was changed to a smaller one and this caused a seating issue. I was asked to separate from my 12-year old daughter and one of us had to downgrade to economy class. I was very angry and the lady at counter could not explain properly and told me some vague excuses that the airline has to “unlock and open some seats first” and kept us waiting before passing a phone call she made to a Mr. Jin for me to speak to. She was afraid to explain the facts and passed me to another person to speak to for explanation. Finally after more than one hour standing there and me insisting on a proper explanation, they asked me to approach counter staff at Guangzhou upon arrival as they couldn’t handle the matter. Because of that, my daughter and I didn’t get to use the VIP Lounge much and we had to rush through getting breakfast before having to rush to board the plane to Guangzhou.
In Guangzhou
Upon arrival, we were led to the CS counter for the manager to explain the matter. He then gave me a compensation for the inconvenience caused. I told him I didn’t want compensation but want the business class seats as I expected and paid for the long journey in better comfort. However he told me that there were only four business seats on the small plane and that others had checked in online. I told him I tried to check in online as well the day before but couldn’t do so on the English page. He admitted that CS Air English site is not useful for foreigners and and cannot be used much. This was not my fault. So after a long time trying to negotiate, I had to accept the situation as my daughter was really hungry by that time and time was passing fast. He gave me a compensation which he repeatedly told me is NOT for refund of tickets prices from business to economy class downgrade. According to him, the payment given to me was for the frustrating experience and inconveniences caused. He gave me two documents and told me to show them to CS Air for refund of price ticket differences.
After that, my daughter and I had to rush again to board the plane without being able to use the lounge fully. We were led to the boarding gate by a CS Air personnel who told me that such matters happen very frequently for many customers of China Southern and that many customers have gotten angry about this, especially those on long outbound journeys.
When I boarded the plane, one of your staff approached me and I explained the situation to her, in which she too replied that it is common for CS Air which is not an efficient airline.
Return trip:
August 12, 2018
In Kuala Lumpur
We arrived at the counter early again at 3:30pm even though the flight (CZ3048) was at 6pm. The business check-in counter computer system was down and we had to wait for almost an hour again there (while the crowd for economy class moved swiftly). We were given business class seats from KUL to GZ as expected but were told that our seats from Guangzhou to Nanjing had to be separated again. The counter staff told me that the seats assigned to us were two window seats on same row but the seats beside were both empty! He also agreed that this seating arrangement is rather ridiculous and strange, and couldn’t explain why mother and daughter is assigned separate seats while the seat beside is empty! He said he couldn’t help from his side and asked me to approach the CS counter upon arrival in Guangzhou.
In Guangzhou:
The flight was delayed by more than one hour from KUL and by the time we arrived at GZ, the time was 11:10pm. I then received a message that my original connecting flight to NJ (CZ3513) the next day was cancelled and another later flight (CZ3048) had been assigned with another downgrade of seats. We were then led to the CS counter to get the boarding ticket with no explanation of why we were chosen for the downgrade. They took more than half hour just to check and print out boarding tickets. This could have been easily done while we were on the plane there. Instead we were kept waiting again. While waiting, I kept reminding the staff about my hotel booking in Pullman. After boarding tickets were issued, we were then asked to go to Counter C to make claims but since it was almost midnight by that time, I declined as my daughter and I were already very exhausted. We then headed to the Pullman hotel which I had booked via CS Air website a month ahead.
By the time we got to Pullman hotel, it was about 11:45pm. I have received a text message from CS Air to confirm my booking of the hotel through your CS Air website about one month earlier.
However, at the hotel, I was told that CS Air did not reserve any room for us. We were extremely frustrated and exhausted by then and insisted they contact your airline. We were told by the reception staff that a similar experience had just occurred for 10 persons just prior to me and they had taken 2 hours to check them in as CS Air also did not book the rooms for them. The person also commented that CS Air is an inefficient airline.
After a long wait, one helpful senior staff of Pullman helped us and we were finally given a room with breakfast for ONE person at around 12:15am. By the time we got into room it was 12:40 am. And we had to wake up early next day to go to the CS counter for compensation and catch the 8:55am plane. The experience throughout left us unable to sleep the whole night.
August 13,2018
Arrived at CS counter as instructed to receive our inconvenience compensation at 7am. Your service person, Tommy, at first told me that the amount given is not for ticket refund and I should contact ticket agent regarding price refund. He was also rude and spoke in Chinese to his female colleague about our “cheap ticket” and that I ought to be happy with the payout! I angrily reprimanded him on his bad service attitude and lack of knowledge of my situation.
Our flight takeoff from Guangzhou was again delayed by one hour. Due to safety issues, our flight was diverted to Hefei and arrived there at 11:30am. We sat inside the airplane for 4 hours before flying off at 3:30pm. There were no meals given during that time but small refreshments. We arrived in Nanjing at 4pm. I waited for our 2 checked-in luggages but only one came out. And the luggage that came out was missing a luggage strap. I waited until 5pm for the luggages.
Then I approached the ground staff for the other missing bag and was told the bag was accidentally placed on a different flight. The bag was finally delivered at 10:15pm with my child’s school items and other essentials that she needed to prepare for the next day.
I had to make many attempts to call the support number given 95539 to get through to speak to a customer service representative.
Your meagre financial compensations are definitely not worth the extreme feelings of frustrations, troubles and exhaustion we had to go through. I buy business because I desired better comfort for me and my daughter for an international flight. Instead, we had the worst flight experience of our lives from start to end. The time, emotion and energy wasted on all these negative interactions is certainly draining for any passenger.
I am speechless about our entirely bad experience with China Southern. I really don’t know what to say about your airline. From start to end, this has been the worst encounter we’ve ever had with an airline.
As such, I feel a great need to write this detailed description of our experience with China Southern Airline. It is unbelievable. Beyond disappointing. I feel the need to post my experience for others to be aware.
The lady at the front office in JFK was extremely rude and unprofessional. I do understand that although it is a busy night for them and they have many other customers to attend to but I also do believe that the front office have no right to talk to their customers ina manner where she is almost yelling at me. I do understand English well and I am an American. So I do not understand why she would yell and speak to me in that tone and manner. I think because of some staff the reputation of the airlines is deteriorating. This should be taken care of and the employees should know the importance of customer service.
My wife and son, Rinchen and Tashi Hanley, had a flight cancelled on short-term notice (less than 3 hours) out of Los Angeles on July 2 headed to Bali, Indonesia to meet me for a family vacation. Subsequently they were also delayed in Quanzhou and were forced to spend over 20hours in Quanzhou. Our Bali vacation was planned for one year and their two day late arrival greatly disrupted and shortened the trip plans. I request compensation for the hardship they endured and lost time on our trip. I will provide whatever additional information is required upon request. If I do not receive a response promptly I will look for alternative options to rectify the matter not limited to, but including legal action. I look forward to your reply
Recently I flew with your airline from Sydney to Delhi. I was really happy with your airline from Sydney to Guangzhou. But really disappointed with your service from Guangzhou to Delhi. Your flight was late from Sydney to Guangzhou .which is my connect flight from Guangzhou to Delhi . That flight leave to me at Guangzhou airport. That was not fair .After that flight staff provided to me room at hotel. But their service was not good. They were not provide to me dinner all night. My family was reached at Delhi airport for received to me . They booked taxi for me but that reason I didn’t reached on time at Delhi. For that reason hired a lot of money ( 400$) . During that time I loss 800$ in a 1 day. That was very bad experience for and I am suffering from financial problems. I need my money back.
I am a foreigner. Yesterday I faced a very embarrassing situation while traveling on your airline. I was traveling on ticket from Dubai to Harbin with a stopover at Guangzhou. (See attached boarding passes).
But my flight CZ 384 was more than an hour late. (See attached picture) When I reached Guangzhou, although I had the boarding pass, i was refused by your staff to enter the boarding gate. Even when I was on time for my next flight (CZ 3905). but this flight departed early. (2:23 pm)
This is so embarrassing as Firstly your airline is late (arrived 2:03 pm) and then without considering your passenger (who already suffered due to late departure) to atleast let me board the plane on time. Instead the next flight CZ 3905 departed earlier than scheduled (departed at 2:23 pm) (actual time 2:55 pm) . The difference between the two flights today is only 20 minutes. And how is it humanly possible that a person can do immigration and board the next flight in this time. I booked a Muslim meal for my flight CZ 3905, which was not provided to me on next flight CZ 3623 and I had to face the inconvenience due to hunger as well.
I asked for information about my baggage on helpline and transfer desk. While nobody assisted me in this regard too. i called on number 0208612008 at 3:45 pm (Reference attached to this email) and they said they ensured my 2 bags are in the next flight CZ 3623. i visited the transfer counter as well. however, upon my arrival i was informed that the airline left my bag at Guangzhou. and I need to go without my baggage. (Reference attached)
Now, my concerns are as follows:
1. When I had the boarding pass, why did your staff at Guangzhou airport refused me to enter the plane?
2. Why did my connecting flight CZ 3905 leave ‘early’ than scheduled, when a passenger with boarding pass did not arrive?
3. Why did my baggage was misplaced even when i confirmed it from the China southern transfer desk at Guangzhou?
4. It was ensured to me that I will get my baggage the next day. Which is still not given to me. and i am still waiting for my expensive things. When will my baggage be handed over to me?
I am deeply shocked and feel shame for your airline. I always considered China Southern as a good Chinese airline but today I feel shame. It was a pathetic way of handling a customer and I will raise my voice on every platform i can. I will also suggest my family and friends never to use China Southern airline. As it can cause a big blunder. My journey on China Southern was a big mess. And I will never let any friend use your airline. I will raise my voice to my country’s media and social media too.
Furthermore, i want to launch a formal complaint against all those who are responsible for this mess and inconvenience caused to me. I hope a strict action will be taken in this regard.
Flew from Guangzhou to Paris with my partner. Arrived on 8th of July. My luggage did not arrived but my partner baggage yes. We are the 13of July now. And even though i have been told that my luggage is arrived in Charle de Gaule 2 days ago, there is still no news about when it will be delivered.
First time flying with China sourthen and last one. There is a lot of messages about problems with missing baggage.
That is not very good for you credibility ans image. On top of that you are only compasating $65 where other company like airfeance compasate for $100.
You are ruining people holidays. I need my baggage and want to know what has happened to it.
I came from Guangzhou to Dhaka, Bangladesh on 21/June on CZ391 flight. But my bag did not arrived.
I did complain but no one from China Southern office is picking my phone to give me updates. Two days already gone and there is no update from there side. Behaviour of the China Southern Airline people at the Airport is very bad and unhelpful.
I am afraid now that I will lose all my important things in the bag.
Very bad service.
My baggage lost at LAX airport by China Southern Airline. I was instructed to file baggage loss claim at destination airport. Because I have to transfer to another airline within 4 hours, I have to leave LAX airport in order to catch up my next flight. I filed loss baggage claim at destination airport with American Airline. Now I was told I need to file loss baggage claim with China Southern Airline. I have been calling 888-338-8988, 310-410-1318, and 310-348-8280. No one want to give me any mailing address or claim procedure for me to file a claim. Basically I guess China Southern Airline does not want any claim at all. Anyone please inform me the claim procedure or their claim department address.
Dear Sir/Madam,
China Southern Airlines has lost my luggage while travelling from Amsterdam to Guangzho on May 4, 2018. The reference number given to me by baggage claims department in Guangzho is 16652. I have also been asked to pay for the taxi to pick up the luggage from the airport when they found it which cost me 100 Yuan, they told me they will refund the cost.. It is now a month since it happened but I have not received any compensation or refund for the taxi fee. I am very disappointed. I did not have my luggage while I was in Guangzho for 3days and 2 nights which had my clothes and personal effects. I have asked for compensation and taxi fee but I have not received this up to now. 1999 Montreal convention has made it a law for airlines to pay compensation to passengers if the airlines loss their baggage.I hope to hear from you ASAP.
Undue stress from changing flights – flight from Tokyo to Guangzhou was delayed by 1 hr in take off. The transit time from Guangzhou to Mel was 1 1/2 hr – the staff made us run from one terminal to connecting flight thr custom / immigration etc – we are in our 60’s not exactly young – no form of transportation was provided. With delay there was no time to load our baggage to departing airline . We had to fill a form for baggage – and my baggage was only delivered to my home 1 1/2 days later . Arrival time Mel 8.40 am – luggage delivered next day 7.30 pm – 23 hrs later.
This is one of the worst airline I have ever flew with. It made my trip completely disaster and I want refund and compensation for the worse experience they have given me. The issue is no one is responding or contacting me to log my complain and resolve it ASAP. I am continuously draining out with the money I have spend in my trip due to delay and cancellation of my flight. Can someone take this seriously and contact me ASAP.
Flight booking Reference – E Ticket No – 7845352004206-207
My scheduled flight from China was on 7th May 2018 from Guangzhou Airport (Canton-Baiyun International Airport) however my first flight from Guangzhou to Beijing Airport which was at 19.00 was delayed and which means my other 2 flights from Beijing to Amsterdam and Amsterdam to Birmingham was cancelled. On airport I was told from one counter to go to another counter. International department told me to go to domestic and domestic told me to go to international. I understand my flight was delayed and cancelled however no one took responsibility to shift me to another flight. The international department of China Southern Airline was so so rude, they were pointing fingers at me and was not answering to any of my questions. No one was responding me, I was in tears. I had hospital appointment to attend and I had to return back to Birmingham next day but no one helping me out. The experience was disaster and no one was ready to help. I have been travelling for long years now and this is the first time I have faced such a problem. No one was ready to help me and no one was ready to sort out the issue. With no option left I had to book Qatar airways for return flight from Guangzhou to Doha, Doha to Birmingham. I paid lot of money to return back for the separate flight. I need refund for this flight as it was cancelled, I need compensation for this flight as I incurred mobile charges, taxi, food and the mental stress and taurma I went through during the course of delay and Cancellation.
Flight QR875/ 8 May 2018
Worse case was Qatar airways – Guangzhou Doha flight was also delayed which means I missed Doha Birmingham Flight too. After total delay of 26 hours on departure and 24 hours on Arrival I managed to reach Birmingham on 9th May 2018 morning at 7.40 Instead of 8th Morning at 8.30. I missed my hospital appointment and 2 days of leave from work. I need total compensation for all this and I request someone to get back to make ASAP.
Unfortunately, my first experience flying with China Southern from Toronto – Guangzhou – New Delhi was marred by their abysmal web check-in service. Their rating cannot be higher than 3 stars because of it. Get your web check-in functionality up to satisfactory standards China Southern! It is unacceptable for a 4-Star Skytrax rated airline. Try to select seat but keep getting an error msg. Then it said I had already checked in, but there was no option to confirm what seat it was or to print out the details. I had to wait until I got to the airport to know for sure if I was actually checked-in & what my seat was. To note; I always fly business class to my international clients and fly regularly. I will have to consider a better Asian carrier the next time I travel to New Delhi or Manila. It’s a competitive marketplace and the speed of business is such that I don’t have an extra 10-15 minutes to fiddle around with a crappy website.
We purchased our ticket at online manila to sfo, we are suppose to leave on april 23 2018 but the china southern airlines staff told us that we have to get visa because we have 2 transit in china which is wuhan and guanhzhou . First we went back to our home giving traumatic experience to our first time travel together with my family esp with minor child. We filed a travel authority to leave our service for this and then the manager made us new rebooking ticket without charge and ask for apology and assured us on our returning back there wuold be no wuhan. And then when we were at the immihgration they told us that we only have 3 mos validity in our passport. Which honestly we are not aware so since they are more knowledgeable on this .. they can even tell us all the requirements before they gave us the rebooking because they have our copy of our passport and then hey forced us to sign a waiver ont that same flight day. On our returnjng back again in sfo airport on may 10 2018 they did not let usa fly again told us that there wud be problem in wuhan because of the validity of pur passports and told us if we will buy our tixkey without wuhan . So i told them that the manager assured usa there wud be no wuhan. And i told them that they assured us that there wud be no wuhan on our returning flight. But the other manager chinese woman and two men came down and told us that it was our fault because of our passport validity and nevertheless if we have non -expiring or expiring passport we cannot pass china without china visa. First of all when they rebook they should let us know all the requirements and not by one by one we were shocked and surpise of the problem on the day of our travel day and we are forced to accept the terms and change of date travel. And the personnel of china southern airlines shouted at me in the phone (aileen) and in the airport of san francisco they even treat us heartless and i have a minor with me and my travel autjority is only on may 10 which our government will make me absence withput official leave on this. It was so tragic stressful and traumatic experience since its our first family vacation together in USA and they ruin and i even cry because of their treatment.. They even questioned how we were able to enter USA which act I think is not within their authority..we undergone all the proper procedures to make this family tour of us possible. Our own government gave us authority to travel, the US Govt grant us the appropriate VISA. I chose the airline in the hope that through its services we can be able to enjoy our family tour to its full extent. However, because of the way some of the employees treated us our tour became a sad and traumatic experience for us especially to our minor child in the airport they treated us shabbily and with disrespect. O jave my proof that tjey issued us ticket withput gljng to wuhan then all of a sudden they gave us problem 2x transit to wuhan which they made an alibi 1st on our departure that we need china visa. And then told us to buy ticket withput transit to wuhan so there would be no problem on the validity of pur passport in which our original ticket is we dont have wuhan. You are d worst airlines and my first time to be treated inhumane. And after 4 days of waiting you will send me email that i have to buy another ticket and u are not liable. Since all ur alibis dont match and after reviewing all the other complaints seems that u are used to do these on your clients. We tried to be nice as we can depite of your staffs rudeness.
I booked my tickets through ‘TRAVEL stream’ air ticket booking agent in Melbourne VIC on 23rd November 2017 to travel from Melbourne to New Delhi. The tickets were booked for self, spouse and my son.
We (including my family members) were given confirmed tickets to travel on 30th March 2018 (e-ticket details are mentioned below)
On 28 March 2018, I just chanced to ask my travel agent to confirm about my baggage allowance and he informed me that our booking was not confirmed. The agent could not give us any explanation whatever and I therefore rang up the airlines. Instead of giving us any plausible reply I was asked to get in touch with the agent.
This revelation was like a bolt from the blue and I just could not believe that I had made all the preparations to travel on 30th March 2018 and I am being informed by the travel agent that our tickets were unconfirmed.
My family is still to recover from the rude shock. When I informed my parents, relatives and friends in India they just would not come to terms with this unfortunate turn of events as they had planned a gala party on the eve of 31 Mar ’18 which had to be sadly cancelled.
I was forced to change my travel dates by my travel agent. This being the Good Friday weekend, I had no option but to agree to the change of travel date.
I shudder to think if self and family had gone to the airport on the appointed day and time and told by the airline counter regarding the non-confirmation of seats the shock would have been unbearable.
Self and Spouse took an extra day off from the office on 29 March 2018 to sort out the mess we were pushed into because of the sheer incompetency of your Airlines.
Apart from losing monetary benefits which occurred due to taking leave when not required and wasting 2 (two) days of our hard-earned leave in Australia.
The incompetency displayed by your staff has not only harmed us monetarily but has also pushed us and our kith and kin into psychological trauma.This was certainly not expected from the airlines of your repute
You are therefore liable to compensate us in the best possible means lest I approach the consumer court and other various courses provided to the aggrieved citizens by the law of the land.
And in GOD I trust.
Original Booking details:
PNR Reference KDK4R8
Ticket No. 1-784-5794750896 (MRS VINCY BEDI)
Ticket No. 2-784-5794750897 (MR AMIT SOOD)
Ticket No. 3-784-5794750898 (MSTR KARTIK SOOD)
China Southern Airlines staff at Heathrow airport almost RUIN MY HOLIDAYS.
Fligh 304 de China Southern
16 mar.-Confirmación n.º WHMCQ4
ELENA RUIZ MIGUEL, Spanish
On the 16th of March I went to the counters at Heathrow airport to get my boarding pass. The girl at the counter asked me for my visa. I explained that I was travelling to Vietnam for less than 15 days and according to the information provided by the Spanish Embassy in Hanoi I didn´t need a visa.
Exención de visados
Se prorroga la entrada sin visado para ciudadanos españoles
15/06/2017
Las autoridades vietnamitas han confirmado a esta Embajada la prórroga, hasta el 30 de junio de 2018, del programa de exención de visado existente para los ciudadanos españoles que tengan previstas estancias en Vietnam de un máximo de 15 días.
El programa actual permite a los ciudadanos españoles entrar en Vietnam sin necesidad de tramitar visado previo, siempre que se realice una única entrada en el país y que el pasaporte tenga una vigencia mínima de seis meses. Se recomienda en todos los casos viajar con prueba del billete de salida del país dentro del plazo de 15 días que rige la exención del visado.
Cualquier modificación sobre las condiciones de entrada se publicará en esta web tan pronto como se reciba la información por parte de las autoridades vietnamitas.
The girl at the counter called a supervisor to confirm the information. They checked their system and informed me that I was not able to get the flight without the visa.
I tried to explain again that I didn´t need a visa but they recommend the next website https://www. evisa.immigration.gov.vn. I did try to complete the application for an urgent visa. It didn’t go through because it was 20:30pm Friday 16th of March 2018.
Similar to Urgent option except it only takes 30 minutes – 3 hours. The extra charge is from 49 USD/person. You should call our hotline +84.909.343.525 to confirm the application has been received and acknowledged to process immediately. You are subject to pay stamping fee at the airports. (You can apply supper urgent case on weekend/holiday for arrival date is next Monday or next business day.)
The website had a Vietnamese telephone number. I tried to call three times only to get through an answer machine due to the time difference.
I was almost on tears. I didn´t understand why China Southern Airlines staff at Heathrow airport was asking me a visa. I was trying to get one and couldn´t. I didn´t know what else to do.
I came back to the counter to check again with the China Southern Airlines supervisor. I begged her to double check her information. She said ´Lady, I double checked and you won´t be allow to flight without a visa´. I implored her to triple check and if possible to ask someone else to be 100% sure. She wasn´t willing to do it but at the end and after my insistence she did triple check with another supervisor that was around. She went back to the counter to talk with the girl there and left without a word.
The girl from the counter informed me that I was allowed to flight. She provided me my boarding pass. I was so relieve that I could only thank them for everything.
When I calmed down, I thought about what had happened. WHY DID I THANK THEM WHEN THEY ALMOST RUIN MY HOLIDAYS?
I explained that I didn’t need a visa. WHY DIDN´T I GET AN APPOLOGY AFTER THEY REALISED ABOUT THEIR MISTAKE? It was horrible trying to convince them that I did everything right.
I was very happy, it was the beginning of my holidays but the staff left me a bad taste in my mouth to start with. WHAT WOULD HAVE HAPPENED IF I WASN´T PERSISTENT????
Thank you for your time.
ELENA RUIZ MIGUEL
I booked a ticket From Vancouver (Canada) to Delhi (India) for my mom who is Nepali citizen. her information of china southern airline is CZ 330E 17FEB J YVRCAN HK1 1140A 510P 18FEB S SPM HRS /DCCZ*PTRH23 /E and CZ 359P 18FEB S CANDEL HK1 715P 1050P SPM HRS /DCCZ*PTRH23. When we reach Vancouver airport the front desk lady and supervisor asked for India Visa for Mom saying she requires visa to India even though she is Nepalese citizen as she is going via China. I explained to her that there is no visa requirement for Nepali citizen in India and only Nepali citizen who are visiting China (going out of china airport and have china visa on their passport) and then from china going to India requires Indian Visa. As she is not getting out of airport and does not need any china visa, she does not need any Indian visa. I also informed that I had called Indian embassy and have confirmed this and gave the option that if at Indian airport they deport her to Nepal is fine with us. However The China Southern airline front desk lady and supervisor did not allow boarding of my MOM and hence we had to cancel her ticket and book on Air Canada flight.
We were (family of 4 with small kid) also travelling with her. When we reached Delhi airport, I personally asked the immigration officer about our scenario. He clearly explained that any Nepali citizen who are stepping outside china airport (requiring china visa) will need Indian visa upon arrival in India, but if they are just flying in any chines airlines and having a transit in china and not stepping outside of china airport does not require any visa to India. We contacted China Southern airlines staff at Delhi airport too and they said that Vancouver staff did wrong and should have allowed my Mom to travel.
we had a lot of stress to do all these things at Vancouver airport in few hours before our flight. My Mom does not speak English and it was very difficult to leave her stranded for hours for the next flight of Air Canada which was luckily on next day. These things happened just because of China Southern airlines staff and supervisor did not know about the rules. We also had to pay huge amount for my Mom next day Air Canada ticket and the refund we received from China Southern was just $350 CAD. I have heard same thing happening to many other Nepali citizen travelling from Vancouver airport via China Southern airline to India. This is really sad and disturbing to public that they do not keep themselves and their staff updated with immigration rules. Because of these we public have to suffer and pay. Who is to be blamed and who should actually be billed for wrong doing?
Me and mum booked a flight from Melbourne to Fuzhou with a stop over at Guangzhou. Originally we only had to wait for 3 hours in between. Now 3 days from our flight, we were told that the stop over time had been changed into 8 hours and 45 minutes. What kind of service is that! If we didn’t call in to check our flight times, we would have never known. Please at least to make an effort to tell us our flight change beforehand by at least a week. Crap customer service people that don’t even tell you why our flight was cancelled and told us we had to wait for so long. DON’T FLY WITH CHINA SOUTHERN AIRLINES, NOT A GOOD IDEA!
Booked tickets to fly from London to Ho Chi Minh City with a stop in China. The crew had no idea that I have requested special meals (vegetarian options) although I had marked that when booking the flight in the first place. The first flight was very frustrating because it is so long and the crew didn’t seem worried about it at all, just annoyed with us. They kept saying that I should have called to tell them I’m advance, which was no where stated when I was buying the tickets. On the way back I sent an email 4 days in advance but after receiving no answer I phoned 12 hours before the flight and after spending 30minutes with rude staff members and God knows how much money on a phone call to China, I gave up – apparently I was supposed to call 24 hours in advance and not only 10. We spent more money for enough snacks for our nearly 20 hour journey but this time the flight crew on board was very sweet and provided us with delicious vegetarian food. I feel bad reporting them if it is not their fault, but surely things could have been handled better. To everyone with special dietary needs – call in advance and hopefully they will get it right.
My wife (who flies with an emotional support dog) recently booked a flight on Delta from Tennessee to Guangzhou, China. Delta uses China Southern for the LAX to CAN leg of the flight and back. We were told we needed special permission (request 72 hours) before flying to take her emotional support dog on board the China Southern flight.
We sent many emails and made numerous phone calls to find out what documentation that CS would need to allow my wife to fly with her dog. Finally, we get a “LADY” on the phone in California who informed us that unless we bought our ticket directly from China Southern and it had to be two one-way tickets, that she could not and would not begin to process our request. I informed her that we had spent over $2000 on Delta tickets and she proceeded to tell us that was not her problem.
She said we had no other options than to purchase two one-way tickets with China Southern and then she would process our request but no guarantees that they would approve our request.
I nearly begged her to please help us find a way around this and she repeatedly stated we had no other options. I asked to speak with a supervisor and she said non were on duty and I would have to call China. I asked her when a supervisor would be on duty in California and she proceeded to say one more time that we had no options and hung up on me.
I am now holding a Delta ticket that for all practical purposes is useless. I will never deal with China Southern again and I strongly encourage anyone thinking about flying with them to reconsider. They are the most uncaring and rude airline we have ever had dealings with.
Please improve your flights schedule from Islamabad to Urumqi flights. I am your frequent customer but I always got late when I have flight from Islamabad to Urumqi. Last time I got late almost 3 hours. Flights from Islamabad airport is always late about 2 or 3 hours. Please try to follow the given schedule or time of air ticket.
A long complaint but worth the read:
Upon leaving Amsterdam (CZ0308) on Thursday 21 December the flight into Guangzhou was delayed by an hour. The aircraft were aware that I had to get my connecting flight to Sydney (CZ0301) that was scheduled to leave Guangzhou at 8.20am. The aircrew on the flight from Amsterdam said I would still be able to make it as we landed at 7.30am (an hour behind schedule). Myself and two other girls therefore immediately left the aircraft as soon as we touched down at Guangzhou. We proceeded to run to passport control and arrived at the desks at 7.40am (when check in opened). Upon presenting my boarding pass the lady behind the counter took one look at it and asked me to step to the side. She did not tell me why. She did not speak much English . The two girls who were with me were told the same.
A gentleman by the name of Dennis Wong then appeared and informed us we had missed our flight to Sydney. I stared at him in disbelief and informed him the flight did not leave until 8.20am. His response was “sorry, missed flight”. We tried to tell him we hadn’t and that we had time to get to the gate if we ran. Sky priority ticket holders in the meantime were being allowed through and we saw them running up the stairs to security in order to catch the plane. We tried to reason with Dennis and informed him check-in for the Sydney flight had just opened and we could still make it. He refused to let us past and said he had removed our cases from the flight we had just disembarked from. I was naturally furious at this and asked him why and that he should be able to hold the flight because it was not my fault that China Southern Airlines were late. He said he could not hold the flight. He was very rude, dismissive and extremely unhelpful. He walked away numerous times when we were talking to him. We had plenty of time to get our connecting flight but he refused to let us board telling us we had missed the flight when we had not. Given that the airline I had flown with was China Southern and that my flight from Guangzhou to Sydney was also China Southern I believe that ground staff at Guangzhou would have been well aware of the aircraft from Amsterdam arriving late and thus meaning they should have informed the connecting flight from Guangzhou to Sydney that a few passengers would be arriving late for the flight. This was not done and I find this unbelievable and totally unprofessional of China Southern staff. We asked to speak to Dennis’ manager and were ignored. Staff would say “one moment” then disappear and not come back.
Dennis Wong then proceeded to tell me he would put me on the next flight. I asked when this would be and he said 6.30pm that evening. By this time it was 8am. I explained I had family collecting me from Sydney airport on the night of Friday 22nd December and he responded with “sorry you have missed the flight”. He said he would offer us a free lunch and a bottle of water at 12.00pm and told us to leave. The two girls and myself asked for an upgrade to a different class on the next flight due to the inconvenience this had caused us and our families. Dennis refused this request and practically laughed at us when we told him it wasn’t fair that he had made us miss our flight.
Upon staying in Guangzhou for another 10 hours it was evident after a while that the catering staff did not accept visa debit cards and accepted only their currency. I had none of their currency due to not expecting to stay in the airport for longer than the scheduled one hour and a half. I was hungry and unable to eat because of this. Upon speaking to Dennis again before lunch about vouchers for food he refused to help and said this was not possible. The lunch at 12.00pm was disappointing and not at all nice. It consisted of a small portion of rice, four small hotdogs, a few pork balls and a warm bottle of water. This was not acceptable given the fact we were still not due to board the rescheduled flight for another six hours. I found Dennis throughout this whole experience downright rude, unhelpful and he acted as if he did not care at all about the upset and stress his actions had caused me that day.
It is also worth noting I paid an extra £200 to arrive into Sydney on the night of Friday 22 December. Given that I did not arrive into Sydney until the early hours of Saturday 23 December I believe that I should be recompensed for the stress and inconvenience one member of staff at Guangzhou airport caused me. I spent well over 30 hours travelling instead of the 23 I had initially booked and paid for. I’ve submitted a complaint via email so now waiting to hear from someone about this.
Due to the above I won’t be flying with China Southern Airlines again.
My family flew from LAX to NYC and then GuangZhou and then Jakarta.
It was freaking terrible service, people are not helping. Our luggages are lost and they asked in every airport they stopped but noone could check anything and instead saying ‘we can’t find yours’ ONLY. If you can’t find it then where is your responsibility?! And now instead of searching for thr bag from LA till NY to GZ and JKT, they just hope to see my luggages somewhere among their flight. SEARCH MISTER. HOW IS IT GONNA HELP IF YOU ARE JUST WAITING AROUND?! The most irresponsible airline we’ve ever used.
I took a flight from LAX to Guangzhou and the food was off and I got food poisoning. I then took a flight from Guangzhou to Ho Chi Minh and my checked in bag did not arrived. This is a terrible service and not expected from such an airline like China Southern. I have medicine, gifts and my wedding dress in my bag. I demand compensation from my lost luggage.
On December 25, 2017. on Flight CZ307, the flight delayed more than 8 hours, leaving Guangzhou, around 8:32 am.
During the waiting period at the airport, the ground staff was extremely poorly educated and the service was poor!
The food, provided was of dubious quality, looked like dog food.
They refused to make Hotel available, obliging passengers to stay in the airport in degrading hygienic conditions, namely sleeping on the floor, some without blankets, since these were not for all passengers.
We were not given any information about the connecting flight between Amsterdam and Lisbon. Forcing us to spend about 5 times checking the border to try to get information, which nobody gave.
It was 7 to 8 hours of Pressure, Lack of Information and Poor Education of Land Services at the service of China Southern!
During the boarding, they tried to “Bribe” us with 200 Yan, which in my opinion, was a Criminal attitude!
Totally agreed with Joaquim, we were at the same flight and we can confirmed the scandalous behave of ground staff form Southern China; very poor condition (sleeping at floor the whole night, no warm food, no explanation, no care and the “200yan bribe”. never ever gonna take the flight with them. after finally arriving in Amsterdam we had another 7-8h of waiting to our rescheduled flight. We landed in Warsaw at midnight on Christams day with no means (at that time) of transportation to our home town.
Hello CSAir,
I flew in from CAN to LAX(csair) on 28th dec 2017 and then to SLC(delta). This is in regards for my baggage which never arrived at LAX and was told by the csair staff(at LAX) that it is it at CAN ghonzou airport. As per direction I filed a baggage claim file and proceeded on with my slc flight. Now it has been 3 days, every time I call csair baggage they reply the same we are not able to trace the bag and trace is on. Same words every time. I had my important and expensive dresses, makeup my medicines in that bag. Every day im sufdering and no positive response from your side. This is so unprofessional. The baagage service that you have contracted does not seems to know anything about it and just reply with same line “Trace is on and thank you have a good day.” What nonsense is this?
Hi ,
I am being forced to lodge this complaint after the harassment we have received from China Southern Airlines and their Indian counterpart in New Delhi .My wife boarded flight # CZ 359 on 19TH Dec from Guangzhou,China for New Delhi India .Upon landing it was advised that her baggage has been left stranded at the Guangzhou airport and she would receive her baggage in a day or 2 ,delivered through courier at her destination in India .After numerous reminder ,phone calls and emails from my wife and also from myself in Sydney Australia ,finally she received her baggage on 29th Dec 2017 at 7 Pm IST .Not only did she had to live without her own baggage for over a week ,but had to go out and buy each and every clothe to wear ,and above all the harassment she had to go through while dealing with staff of China Southern Airlines .The final nail was hit on our head when my wife received the baggage with more than half of the items missing and upon questioning the delivery man ,his answer was ” he dint pack the baggage so he cannot confirm what all item have been missing.I have deiced to take this matter further and would lodge a written complaint against the airlines to the NSW Deppt of Fair Trading and would leave no stones un turned to highlight about the ill practices of this Airlines and its staff .
I cannot find the right words to describe my absolutely HORRIBLE experience with China Southern, Cheapflights AND Tripair.
Your companies are both responsible for the high level of STRESS my family experienced FROM DECEMBER 20 TO 22 trying to get to Las Vegas from Manila, Philippines.
We booked our tickets through Cheapflights.com/Tripair in October. The 3 tickets were booked separately because of our different return dates.
The sequence going to LAS was supposed to be MNL-CAN-SFO-LAS.
HASSLE 1: Back in November, I received separate emails from Tripair for 2 of the tickets saying the sequence has been changed to MNL-CAN-LAX-LAS because of a cancelled flight.
I replied immediately follow up several times with Tripair before I got a response. I even had to bring up the 3rd ticket proactively, because you only notified regarding a change for 2 tickets.
I eventually got a response saying to assume that the change is applicable for the 3rd ticket as well.
I DID NOT RECEIVE ANY OTHER NOTIFICATION FOR ANY OTHER FLIGHT CHANGES FOR ME, MY MOTHER NOR MY BROTHER.
HASSLE 2: At the check-in counter in Manila, we were told that the sequence was now going to be..
>> MNL-CAN-*Another stop in China-LAX-LAS
..but that since there were going to be 2 stops in China, we needed Chinese Visas.
I DID NOT RECEIVE ANY CALLS NOR EMAIL REGARDING THIS CHANGE. We do not have Chinese Visas, it was not stipulated in the terms when I booked the flights. Regardless, given the Visa Requirement, our flight sequence should have been fixed & I should have been contacted. I DID NOT RECEIVE ANYTHING.
The CHINA SOUTHERN ground crew at Manila Terminal 1 rerouted us to an earllier SFO flight from CAN.
I asked, “What about our connecting flight from SFO to LAS?”, and YOUR CREW IN MANILA said “We can take the flight that was on our original itinerary.”
I clearly said I had received a flight change notice from China Southern & Tripair that we would be flying in to LAS from LAX instead of SFO (which again was on our original itinerary), BUT NO ONE CARED TO LISTEN OR CHECK THAT WE WOULD NOT HAVE PROBLEMS WITH OUR CONNECTING FLIGHT.
The change in our flight to SFO got us 16 hours earlier into the United States, but that meant we would now have a 24-hour layover in SFO.
We arrived in SFO Dec 20 4:30pm and our (take note) EXPECTED flight from SFO to LAS was at 5:15pm the next day.
HASSLE 3: OUR BAGS DID NOT MAKE IT ON THE PLANE WITH US and we had to wait for the next flight from China for ALL 6 BAGS.
HASSLE 4: Can you believe that THERE NO LONGER WAS A FLIGHT FROM SFO TO LAS on Dec 21 at 5:15 pm and that WE WERE WAITING FOR A FLIGHT THAT DID NOT EXIST? A flight I clearly asked if we were going to have any problems with while we were still in Manila.
HASSLE 5: I called a China Southern SFO number and got disconnected 3 times before I was on the phone long enough to not be disconnected, while your representative rebooked us a flight for 8AM Dec 22 with United Airlines. I spent a total of 3 hours on the phone with China Southern just getting this fixed. This is not even counting the almost half hour I would be on the phone again with China Southern AT THE COUNTER WITH UNITED AIRLINES. I even called UA customer service immediately because China Southern said since my ticket did not have our middle names and our passports did, we may have a problem boarding. THIS MEANT OUR LAYOVER IN SFO WAS NOW 39 HOURS LONG.
HASSLE 6: We were finally at the United Airline counter to LAS, but they said they were only seeing the Reservation – NOT A CONFIRMED TICKET.
HASSLE 7: On top of this, it says the tickets that were processed for us were very basic economy meaning YOU DID NOT INCLUDE OUR 6 PIECES OF LUGGAGE IN THE BOOKING.
HASSLE 8: I immediately called China Southern and was at the United Airlines Counter until 7:20AM – our bags had needed to be checked 5 min ago and the flight was 8AM.
HASSLE 9: The China Southern representative I was speaking to while at the counter said since on her end she is seeing that the tickets were confirmed, that SHE COULDN’T DO ANYTHING FOR ME. I asked to speak to a Supervisor and she said her supervisor doesn’t speak English so she could not hand me over. I was just told to look for a China Southern counter or “just talk it over with United Airlines.” I was in a United Airlines Terminal where there was NO CHINA SOUTHERN COUNTER.
CHINA SOUTHERN – Your handling of this extremely urgent situation was TOTALLY UNBELIEVABLE. The Supervisor did not want to talk to me, your representative was absolutely unhelpful – you didn’t even think to directly coordinate with United Airlines to link the reservation and confirm our tickets. If not for the United Airlines people at the airport, we wouldn’t have made it on the flight with our bags.
HASSLE 10: Half our bags did not make it on the United Flight because of the delay your lack of customer service caused while United was trying to help me until the very last minute they could.
HASSLE 11: CHEAPFLIGHTS & TRIPAIR – You should also know that you changed our flights going back home from CZ3077 (same flight #s) on Jan 11 & Mar 12 to totally different flights at 1pm flight on Jan 12 & Mar 13. AGAIN WITHOUT NOTIFICATION FROM TRIPAIR NOR CHINASOUTHERN. If the flight was changed because the transfer time from the previous flight was too short, then you should not have made that sequence available on your site CHEAPFLIGHTS AND TRIPAIR. And again – I DID NOT RECEIVE EVEN UP UNTIL NOW, ANY NOTIFICATION FROM ANY OF YOU.
HASSLE 12: THAT’S GOING TO BE AN ADDITIONAL 17 HOUR WAIT TIME IN CHINA – And I wouldn’t have even found out if I didn’t need to speak to China Southern Customer Service on Dec 22 because of our non-existent flight to Las Vegas. This also means I will be missing a day of work, and my mother will be missing a day of work as well.
I picked this flight sequence for a reason, and even if changes may occur – you should not subject your CUSTOMERS to an inconvenience as HORRIBLE as this.
Cheapflights – YOU SHOULD HAVE NOTIFIED ME OF ANY AND ALL CHANGES. YOU SHOULD NOTIFY YOUR CUSTOMERS OF ANY CHANGES WITH UTMOST URGENCY and not leave them feeling helpless and hopeless.
Cheapflights and Tripair, our incorrect and uncared-for booking had not only caused a 39-hour wait time at an airport, in the future – a total of 2 missed days of work, wasted time because of delays & writing this complaint, but more importantly undue stress because of your unreliable service.
China Southern, your uncaring customer service and incorrect booking of our United Airlines flight to Las Vegas has caused a great deal of stress to me & my family. If not for the help of the United Airlines staff, we wouldn’t have made it to our destination for this trip, & we would have had to pay up to $600 for our luggage – if they had not overheard that painful customer service call I had to have in front of them & they were kind enough to waive.
I look forward to hearing from all of you as soon as possible to resolve this problem. If I do not hear from you within 2 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I may be contacted at the following addresses & phone numbers before while I am here in the United States.
5327 Aurora Beam AveLas Vegas, Nevada 89122628-224-0960
137 M. Acosta st.Pasay City, Metro ManilaPhilippines 1300+639176330620
Camille Gallo
I have contacted Cheapflights through their website and a waiting for a response.
Sent from Yahoo Mail on AndroidForwarding this to you.(div id=”yMail_cursorElementTracker_1514392787911″>I still in the United States on vacation and wish that you can give this attention while I am still here.Sent from Yahoo Mail on Android —– Forwarded Message —– From: “Camille Gallo” To: “[email protected]” > MNL-CAN-*Another stop in China-LAX-LAS
..but that since there were going to be 2 stops in China, we needed Chinese Visas.
I DID NOT RECEIVE ANY CALLS NOR EMAIL REGARDING THIS CHANGE. We do not have Chinese Visas, it was not stipulated in the terms when I booked the flights. Regardless, given the Visa Requirement, our flight sequence should have been fixed & I should have been contacted. I DID NOT RECEIVE ANYTHING.
The CHINA SOUTHERN ground crew at Manila Terminal 1 rerouted us to an earllier SFO flight from CAN.
I asked, “What about our connecting flight from SFO to LAS?”, and YOUR CREW IN MANILA said “We can take the flight that was on our original itinerary.”
I clearly said I had received a flight change notice from China Southern & Tripair that we would be flying in to LAS from LAX instead of SFO (which again was on our original itinerary), BUT NO ONE CARED TO LISTEN OR CHECK THAT WE WOULD NOT HAVE PROBLEMS WITH OUR CONNECTING FLIGHT.
The change in our flight to SFO got us 16 hours earlier into the United States, but that meant we would now have a 24-hour layover in SFO.
We arrived in SFO Dec 20 4:30pm and our (take note) EXPECTED flight from SFO to LAS was at 5:15pm the next day.
HASSLE 3: OUR BAGS DID NOT MAKE IT ON THE PLANE WITH US and we had to wait for the next flight from China for ALL 6 BAGS.
HASSLE 4: Can you believe that THERE NO LONGER WAS A FLIGHT FROM SFO TO LAS on Dec 21 at 5:15 pm and that WE WERE WAITING FOR A FLIGHT THAT DID NOT EXIST? A flight I clearly asked if we were going to have any problems with while we were still in Manila.
HASSLE 5: I called a China Southern SFO number and got disconnected 3 times before I was on the phone long enough to not be disconnected, while your representative rebooked us a flight for 8AM Dec 22 with United Airlines. I spent a total of 3 hours on the phone with China Southern just getting this fixed. This is not even counting the almost half hour I would be on the phone again with China Southern AT THE COUNTER WITH UNITED AIRLINES. I even called UA customer service immediately because China Southern said since my ticket did not have our middle names and our passports did, we may have a problem boarding. THIS MEANT OUR LAYOVER IN SFO WAS NOW 39 HOURS LONG.
HASSLE 6: We were finally at the United Airline counter to LAS, but they said they were only seeing the Reservation – NOT A CONFIRMED TICKET.
HASSLE 7: On top of this, it says the tickets that were processed for us were very basic economy meaning YOU DID NOT INCLUDE OUR 6 PIECES OF LUGGAGE IN THE BOOKING.
HASSLE 8: I immediately called China Southern and was at the United Airlines Counter until 7:20AM – our bags had needed to be checked 5 min ago and the flight was 8AM.HASSLE 9: The China Southern representative I was speaking to while at the counter said since on her end she is seeing that the tickets were confirmed, that SHE COULDN’T DO ANYTHING FOR ME. I asked to speak to a Supervisor and she said her supervisor doesn’t speak English so she could not hand me over. I was just told to look for a China Southern counter or “just talk it over with United Airlines.” I was in a United Airlines Terminal where there was NO CHINA SOUTHERN COUNTER.
CHINA SOUTHERN – Your handling of this extremely urgent situation was TOTALLY UNBELIEVABLE. The Supervisor did not want to talk to me, your representative was absolutely unhelpful – you didn’t even think to directly coordinate with United Airlines to link the reservation and confirm our tickets. If not for the United Airlines people at the airport, we wouldn’t have made it on the flight with our bags.
HASSLE 10: Half our bags did not make it on the United Flight because of the delay your lack of customer service caused while United was trying to help me until the very last minute they could.
HASSLE 11: CHEAPFLIGHTS & TRIPAIR – You should also know that you changed our flights going back home from CZ3077 (same flight #s) on Jan 11 & Mar 12 to totally different flights at 1pm flight on Jan 12 & Mar 13. AGAIN WITHOUT NOTIFICATION FROM TRIPAIR NOR CHINASOUTHERN. If the flight was changed because the transfer time from the previous flight was too short, then you should not have made that sequence available on your site CHEAPFLIGHTS AND TRIPAIR. And again – I DID NOT RECEIVE EVEN UP UNTIL NOW, ANY NOTIFICATION FROM ANY OF YOU.
HASSLE 12: THAT’S GOING TO BE AN ADDITIONAL 17 HOUR WAIT TIME IN CHINA – And I wouldn’t have even found out if I didn’t need to speak to China Southern Customer Service on Dec 22 because of our non-existent flight to Las Vegas. This also means I will be missing a day of work, and my mother will be missing a day of work as well.
I picked this flight sequence for a reason, and even if changes may occur – you should not subject your CUSTOMERS to an inconvenience as HORRIBLE as this.
Cheapflights – YOU SHOULD HAVE NOTIFIED ME OF ANY AND ALL CHANGES. YOU SHOULD NOTIFY YOUR CUSTOMERS OF ANY CHANGES WITH UTMOST URGENCY and not leave them feeling helpless and hopeless.
Cheapflights and Tripair, our incorrect and uncared-for booking had not only caused a 39-hour wait time at an airport, in the future – a total of 2 missed days of work, wasted time because of delays & writing this complaint, but more importantly undue stress because of your unreliable service.
China Southern, your uncaring customer service and incorrect booking of our United Airlines flight to Las Vegas has caused a great deal of stress to me & my family. If not for the help of the United Airlines staff, we wouldn’t have made it to our destination for this trip, & we would have had to pay up to $600 for our luggage – if they had not overheard that painful customer service call I had to have in front of them & they were kind enough to waive.
I look forward to hearing from all of you as soon as possible to resolve this problem. If I do not hear from you within 2 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I may be contacted at the following addresses & phone numbers before while I am here in the United States.
*my contact details were sent to csa & tripair through email.
I would like to put forward a formal complaint for the mishandling and the worst customer service attitude shown by your staff with regards to our lost baggage and the subsequent trauma that we are going through at the hands of your staff in Delhi Airport.
My wife who took the connecting flight from Melbourne to Delhi via Jetstar and China Southern on 6/12/17 flight Number JQ 504 and CZ-326, landed in Delhi, we filled the baggage delayed form and requested the staff to process the request to Sydney airport so that our luggage could be returned to us but your staff has shown no customer service attitude and has repeatedly tried to delay the whole process by advising that the night staff has said this and then the morning staff says that the night staff has done nothing.
The worst kind of document handling can been seen in the form itself where no File reference number has been provided to us by any staff. My wife has called your office in Delhi about 1000 times now and each staff says something completely false. Last we were told was that they could see the file in their system and they are sending a request to Jetstar who has the baggage with them and are waiting for your staff to send them a request to send the bag on the next flight to Delhi so that it could be delivered to my wife but I spoke to Jetstar and they have advised that they have receive no such request and there is no case number even showing in the system from China southern for our form that we filled. This is an appalling behaviour and would request your direct intervention and help so that our bag is sent to us on the very next flight to Delhi.
My wife has gone to India for her medical treatment and all her belongings are in that bag including all the medical reports, MRI scan CD and other doctor documents but as we have not got the bag so she cannot visit the doctor to start her treatment. I will hold Jetstar and China Southern responsible if her condition worsens due to the incompetency shown in handling this matter by your staff.
I will certainly appreciate your quick response in this matter and our baggage be delivered to us.
I am at the end of my rope, so this is the last resort I have. I have never dealt with an airline that has this little regard for people in distress. I was in Bali last week while the volcano was spewing ash and airports/airlines were closing. On Dec 2nd I went to the airport for my flight leaving Denpasar at 1am Dec 3rd,Flight Number: CZ0626. There, I was told by China Southern Airlines that my flight had been cancelled, and it was up to me to make phone calls to change my flight and book a new one. I had no help from the airline and we all felt abandoned and unsafe there in Bali. When I had my travel agency call, they were told the China Southern help desk we needed to use was CLOSED and could not help, but to try to book a new flight with a different airline on our own and call back Monday to talk about getting a refund for my cancelled flight. So after I booked a flight with a different airline that was flying, we called China Southern, and they would not issue a refund! After they told us we were cancelled and could not help us, now they wont give me my money back! I am being told that some agent in Jakarta (Agent # 13553) issued me a new ticket…. but I don’t even know how this would have happened. neither me, or my agent had been informed of such a transaction. To give someone a reservation with no authority, no permission, no information, no confirmation and then when the person doesn’t know about that flight and will not be issues a refund is simply unlawful. I will never deal with this airline again. NOT ONLY were we left to fend for ourselves in an unstable natural disaster situation, but then when we do what we are told, we are lied to and wont be given our money back for a ticket me were not able to use due to the airline’s cancellation…. NOT MY CANCELLATION. A China Southern Airlines agent changed my ticket without me knowing it and now that’s all they have on record. and every phone agent I speak to tells me its my problem I missed my flight. WHAT? This airline is a scam. They will not help you when you are in danger, and then they will steal you money.
I recently flew from New York to Phu Quoc, Vietnam and back to New York with the stop in Guangzhou using China Southern Airlines. They delayed by baggage by two days without letting me know and lying to me it was on the airplane board. When finally it was delivered, the tsa lock was destroyed, the shackle was cut off and no paperwork for the suitcase check was provided! This is a very bad service I ever had with airlines.
I kept trying to book a flight for 3 adults and 2 children on China Southern airlines for a ticket going from December 23rd and returning January 15th from Toronto to Vietnam. I was using the booking site Kayak and Flight Hub. I was given a price average under $1500 but every time I tried to complete a purchase, the price would increase by over $1000. This service is very unreliable and is constantly posting inaccurate pricing for this flight on the selected dates. I have attempted to find other pricing and this happened 5 times after I had filled out all my credit card information and passenger information. I have even tried to book by calling, gave all my information, and then the representative said the price had gone up again right when I was supposed to pay!
Dear China Southern Airlines,
In October I flew with China Southern Airlines from Beijing to Seoul South Korea. When I landed I saw that my luggage was damaged. I reported this and I filled in the form. Later on, my hotel helped me and I called the China Eastern Airlines Baggage Service office. Later on, I was contacted by the South Korean branch of your company through email which deals with dammage and they offered 50 000 Korean won. However, I saw the email when I already left South Korea. So in the next email the office asked in which city I am right now. However, every time I try to reply and say that I am in Beijing till the end of January the email is send back to me with the notion that is not able to deliver it to the right email: [email protected]. So there is something wrong with the South Korean email address.
My case number is: CZ378255
I have been waiting for a month right now to collect my compensation and honestly I think it is quite disappointing as most airlines solve their issues at the airport immediately. Therefore, I am officially filling in this complaint form. I would like to get a quick solution for the compensation as I have been waiting long enough. Thank you for your help.
Kind regards,
Basira Hosseini
Hello China Southern,
I had a flight arranged to travel from SFO to BKK. The second leg of my flight was cancelled, invalidating my first leg (due to timing.) I had another flight to take me from BKK to my final destination. Because of the cancellation from China Southern, I either have to spend the night in the airport to take my original flight or I have to book a completely new flight. China Southern says there is nothing they will do for compensation.
I would like some remuneration for this cancellation please.
Complain number 6 :
Hello
I spend holidays in YUNNAN in April. I had to take a flight with my wife and my daughter from KUNMING to GUANGZHOU April 21 18:45 pm, flight number CZ3450.
This flight has been cancelled by your company.
CHINA Southern Company didn’t propose us any other flight to reach GUANGZHOU in order to have the connecting flight from GUANGZHOU to PARIS CDG, flight number CZ347 on April 22 00.20 am.
We reached GUANGZHOU with China Eastern Company. This company proposed us the flight number MU5753 from KUNMING to GUANGZHOU. This flight took off at around 10:15 pm and landed after the departure of the flight CZ347 from GUANGZHOU to PARIS.
We were forced to stay at Hotel in GUANGZHOU till next day because your company offered us any other solution. We reached PARIS CDG 24 hours later, with the flight number CZ2347, arrival in PARIS on April 23 6:50 am.
This situation has caused us private and professional prejudices. We were not able to have our meetings in FRANCE on Saturday, April 22. We had also additional costs : new train tickets to go back home (from PARIS to NANCY) and additional expenses for the car park.
I ask to CHINA Southern Company to pay us the additional costs, and pay us a compensation for the delay of 24 hours and the prejudices.
We hold the documentary evidences of additional expenses at your disposal.
Best regards
Today, we took a flight from Zhangjiajie to Guilin with a stopover in Guangzhou. At check-in, we asked to ship our luggage directly to Guilin but they told us that it was not possible because the Guangzhou airport does not allow transfers. However, when we arrived in Guangzhou, people were surprised about the fact that there was no transfer made for us as this is apparently very common. So we had to run to get our bags and check them in again on time for the second flight. We were able to do that more than 1 hour before the second flight’s departure. However, when we arrived in Guilin after our second flight, they notified us of the fact that 3 of our 4 bags are “missing”. Not just that they missed the flight, but that the staff did not even know where the suitcases were. On top of that, they were laughing with our reactions, which was very disrespectful. Now, 8 hours after our arrival, we called the airport to check on the status and they say that they are still missing. This is totally absurd and unacceptable. We have never encountered such a horrible flight experience before !
Regards,
Steffi Frison
Hello,
It was my first time flying with China Southern, and it will be my last. The flight was fine and so were the air hostess in the sky. But boy were your ground crew rude.
I was flying out of Amsterdam back to my home country New Zealand, went to go check in and it wouldnt let me. My partner could check in but i couldnt. So i went to your help desk there, and the lady behind the counter was one of the rudest people i have ever talked too, i was in desperate need to get checked in as my flight time was approaching fast. While talking to her she was texting away on her ipad, and playing games. After one phone call che made she said i couldnt fly that day, after one phone call??? She didnt even try (durig this time she was still texting away on her ipad to her friends). So as you could of imagined i was upset as I am exactly on the opposite of the world and had spent my hard earned money, after 20mins of talking to your lady, she still was no help. She didnt even try to find away. I was very upset at this point and so was my partner as she is scared of flying, and even worse she was going to be by herself. So i took it into my own hands and approached the KLM ground staff her were very very helpful and managed to check me in. They are not even part of your air company but they could help me and check me in. I feel sorry for the next person that has to deal with the China southern ground crew in Amsterdam.
Buts thats not all,
I got 2 boarding passes printed , but my partner only got 1. Later she got her second boarding pass only to find we were not seated next to each other on the plane, we booked our tickets well in advance so there was no way they were the only 2 seats left.
It was the worst end to such a good holiday. My first flight to Amsterdam was amazing but the return trip was the worst.
I was wanting to fly with you guys on our next holiday, but that probably wont happen now, nor would i recommend your airline to anyone,
I never write complaints, but i feel that the service i received was not acceptable.
I look forward to hearing from you,
Angus White
This is our first time choosing China southern airlines and will be absolutely the last time. Worst ever comparing to all other China and international airlines. We bought tickets directly from China southern airline website and didn’t even notice they flew us to LGA and expect us to travel out from JFK with connecting time of around 3 hrs both going out and coming in. For international flight connections with all other purchase we made in the past it has always been in the same airport for connecting flights. There is no way we can make to the international flight with all the baggages and processes to go through within 3 hours from one airport to the other.
Luckily we found this out one month prior to the departure and then we started the whole nightmare journey of trying to change flight segments with their customer services to make it all JFK. Not only their process is extremely difficult to follow (many calls and many emails) to make the changes, but also very frustrating as all their people only follow basic machine generated process and lots of disconnections. Regardless of me following up everyday and doing all the researches of which flight to change to, they still made mistake of not getting us on the flight we wanted due to the fact that they called me at 1:00am US time while we were sleeping so missed the phone call not able to confirm with them at that time so they went ahead and canceled the whole change request, the next morning when I followed up, there is no more seat available on the preferred flight anymore so ended up having to get on another flight resulting the actual wait time in JFK 13hours to connect to next flight.
We then did our own research and found out there is still available seats on the preferred flight and they won’t change for us anymore – reason being I changed once already and they are not able to issue another change!
Anyway, if you are considering this airline, Don’t! Absolutely mechanical and non-human.
What type of maintanence is going on.. The flight is getting delayed by 3 hrs and 4 hrs.. What type of airlines it is? Not only one or two days.. always whenever I travel it is getting delayed.. How many passengers are affected by this? Do china southern airlines compensated anything for this much delay? Very poor airlines no use of travelling
Very disappointed with the delayed baggage management. I took a flight from Cam Ranh – Vietnam to Paris CDG and had to stop by Guangzhou. Once in Paris, my luggage was not found, and neither the staff from CDG nor China Southern had a clue about where was my luggage. It took 5 days to find it back, and no compensation has been done. Really disappointed.
I had my return flight from sydeny→Guangzhou→nagoya and when I got to Guangzhou i got to know that I have to fly some where in China before getting flight to nagoya and have to take Chinese visa. My visa was rejected and I Don’t got any new option to change my flight to haneda and catch the bullet train up to nagoya neither my travel agent nor airline staff gave me the earlier information of the domestic transfer in China. So If u can’t manage a transfer visa in China don’t sell this type of ticket.
Was overall kinda happy with the flight even though it was a really old plane with no entertainment on board or power socket to charge your own tablets was in the plane for a 12.5 hours of flight. Those planes should be used for domestic short flights where you don’t need to watch a movie for 2 hours of flight but in 12? Anyway lovely service staff excellent but when I picked my luggage up the handle of the suitcase was broken and a lock I put on it to avoid people stealing from it was missing.Unfortunately had no time to show it or complain about it at the airport since I have been told by the ground crew there is no office at the Rome airport and had to take a connecting straight after landing. Quite upset since I trusted you with my properties, not sure what to do.
My partner and I flew from Schiphol arpt to Baiyun International Arpt.As I frequent flyer and a first time flyer with China Southern Airlines I will be very reluctant to book again with this airline.The customer service we both received was appalling.We had two girls who were possibly the rudest people I have ever come across.We were ignored when requesting inflight service so 5 hours into the flight I got up to ask for my first drink of the flight.When I asked the hostess tutted at me like t was a chore and reluctantly walked off to find my drink.She came back and said they had run out and refused to offer me anything else.The customer service was rude and we were made to feel like we were putting them out by asking for for basic rights.We paid a lot of money for this flight and I certainly won’t be booking again or reccommending the airline.
I tried to phone the airline and was on hold for over an hour before I gave up and hung up.
Awful experience
I was flying from SFO – Siem Reap and I was wrongfully denied boarding on 13th July. As per Cambodia Embassy rules, Indian citizens can avail Visa on arrival (VOA) at Siem Reap and Phnom Penh Airports. See references below:
https://travel.state.gov/content/passports/en/country/cambodia.html
Tourists and business travelers may also obtain a Cambodian visa at the airports in Phnom Penh, Siem Reap, and at all major border crossings.
http://www.embassyofcambodia.org/faq.html
Q1. Can I get my visa in Cambodia?
A1. Yes, you may obtain your visa upon arrival at the two airports in Cambodia: Siem Reap and Phnom Penh and orther border checkpoints.
However, airport staff denied me boarding citing that I have to have a pre-approved Visa in order to board the flight. In spite of me showing them these links and repeated appeals, they didn’t budge. I have also followed up with Embassy again and they confirmed that I’m eligible for VOA. Not to forget that I called up your Customer Care multiple times in different countries to inquire if China Southern has some additional restrictions and response was – “We just follow standard embassy rules”.
This caused me a lot of mental stress as I wasn’t able to join my family in Cambodia. Not to mention that I had to book another flight on the spot resulting in additional financial loss plus the hotels and other expenditures.
I called up customer care multiple times – they won’t listen or even escalate. No response to emails.
This airline has done absolutely nothing to help me reguarding the fact that they have lost my luggage while on a 6 week south east Asia trip. It has been 23 days and they won’t do anything at all to help me. No compensation, they have lied to me, hung up on me and won’t even respond to my emails. I have never experience worse customer service in my life.
I’m in Shanghai Pudong T2, gate C57 right now, it’s 1:30am, July 30, 2017.
My flight was scheduled at 20:55 on the 29th, now it’s announced a
No need to ask why to the completely useless CS staff, it’s because or military exercise but also a typhoon, who knows…
Anyway that’s not the worse part, CS staff were just rude, no any customer care, their lounge is 90% empty as I’m writting this message but don’t expect any compensation or a gesture even I’m travelling with my 4yo daughter and was asking for a place where I could put her to rest for a couple hours “go to a hotel” I was told.
Very bad experience, I never been treated with such attitude.
On the 4th June, I had a flight to Guangzhou from New Delhi airport at 11:25pm. Due to circumstances out of our control; we were in Rishikesh and booked a bus back to Delhi that day at 11 am being told we would arrive in Delhi at the bus station at 5:30pm. This is stated on a ticket i received from a travel agent. Due to extreme traffic and slow moving and constantly stopping bus, we didn’t arrive in Delhi until 10pm. We were extremely conscious of the time as we arrived at the bus stop so we hired a tuk tuk to take us directly to the airport. As there was more also large amount of traffic from the bus station to the airport we arrived at 1:50pm. Running to the gates only to them having been closed 10 minutes prior to our arrival. We waited for an hour for a staff member to come and meet us to assist in putting us on the next flight ASAP as we had a connecting flight from Guangzhou, however, we were met with a complete lack of empathy for our situation and there was no assistance in putting us on another flight. We were actually told we had to leave the airport.
We had to sleep outside the airport that night and buy an expensive flight home the next day.
On 4 Dec 2016, my wife and I were travelling on a 3-leg journey from Singapore to Guangzhou, then Guangzhou to New York and finally New York to Orlando. The entire journey was booked with China Southern Airlines through travel website Travelgenio.com. Upon reaching JFK Airport on the morning of 5 Dec 2016, we proceeded to check-in with Delta Airlines (Skyteam partner of China Southern Airlines) for our last leg of the journey from JFK Airport to Orlando International Airport on flight DL 2803 departing at 0805h EST.
We were informed by Delta Airlines ground staff that China Southern Airlines had made an error in the booking system which resulted in Delta Airlines not being able to issue our boarding passes. After trying to contact China Southern’s international helpdesk unsuccessfully, Delta Airlines referred us to Mr Milton Jaramillo who claimed that the China Southern Airlines head office in China was not releasing control of the booking to Delta Airlines, and therefore Delta Airlines could not assist us in issuing our boarding passes. This delay went on from 0500h till 1030h EST on 5 Dec 2016. By then, we had missed our 0805h flight and could not even be in time for the 1105h flight.
Eventually, Mr Jaramillo proposed a solution where we would purchase new tickets from Delta Airlines for the 1555h flight from JFK Airport to Orlando International Airport on the condition that China Southern Airlines would reimburse us for the cost of this flight. We asked for further compensation for the undue stress, financial expenses for food and rearrangement of ground transportation we suffered but Mr Jaramillo replied that he could not agree to any further compensation as it was beyond his control. All he gave us was your email address and the phone numbers of China Southern Airlines’ offices in Los Angeles and New York, one of which turned out to be a fax number!
My wife and I were on this trip for our honeymoon but this blunder and incompetence by China Southern Airlines had spoiled our mood even before we had arrived at our final destination. The unnecessary delay of more than 7 hours with no news coming from China Southern Airlines’ head office or helpdesk added to our mental and emotional distress in a foreign land. I was advised by Delta Airlines to call Travelgenio.com’s office in Spain as well as China Southern Airlines’ office in USA, incurring hefty expenses for international calls. This would have been completely unnecessary if China Southern Airlines’ international helpdesk had been more responsive to Delta Airlines’ calls made on our behalf prior to my calls. We had also made prior arrangement with Disney for ground transportation which we missed, causing us unnecessary distress in Orlando upon our arrival there.
Recently I have made changes to my partner’s air tickets nearly 2 month before the trip and tell them in specifically to make arrangement for us to sit together. The first operator has promised us that will be done and I had made the payment.
1 Month later, today. I had released that they have not done so and their website is refusing to let me update the info. I had tried calling their local office but the number is not local number and cannot be reached. The worst part is that when I called their china office to request for the changes, they said that the seats can only be changed with a cost and had to make me go through the trouble of the identification process. This is totally ridiculous and time consuming. Btw, there is no need to try to ask for their manager to speak to you. Their manager will never be available. I am total disappointed by the service and I will never fly with this airline ever again.
First time flying with China Southern and if I could give a zero star I would. First, at the check in counter in San Francisco, the attendants, two females, one was rude and unhelpful! After seeking help from the supervisor/manager, two males were at the counter, were also unhelpful, no-nempathethic, and condescending! Their names were Daniel Wu and Kai.
I have booked this booking for my mom and my two aunts, two are over 65 years old and my mom had just turned 59 years old. The three old ladies are returning to Vietnam to visit my old grandma (98 years old). This trip was supposed to be a reunion for the family members. At the counter check in, we had 6 boxes for 3 passengers. Maybe my aunt home’s scale was broken, she accidentally went over about 2 kg. The rude female attendant, immediately, without trying to offer a reasonable solution, immediately, said it was over and there was nothing she can do. When the two males were called over, they wanted to charge us $150 for the 2 kg overage? My mom and aunts travelled to VN all the times and with different airlines, many times, these airlines will accept the baggages, even when over 5 kg. It is my family first time flying with China Southern, and we were hoping to have a good experience. However, we felt the counter clerk attendants are not very accommodating and helpful. We also felt bullied! The only solution they could offer was the $150 for 2 kg overage! What would be nice was that they could easily said, over 2 kg, so to avoid the $150 overage, maybe open the box and remove a few things, but I guess helping their clients was not their goals, but making that $150 was the only goal.
2nd problem, was when they told me that there was a name mixed up. I’m not sure what happened but on one of the passenger, the first name was mixed up with the last name, although all the letters were correct on the passport. The girls said, we can’t guaranteed your aunt’s return because of the name mixed up. I asked if they could fix the problem. They immediately said that was not their responsibility because they didn’t issue the tickets and they didn’t make that COMMISSION, so they can’t correct it! And what I need to do was to contact the agency where I booked the ticket.
The initial service with China Southern was TERRIBLE. I never in my life felt bullied by these people. These people weren’t there to help or try to listen to their customer’s concerns. I’ve paid thousands of dollars for these tickets, but couldn’t even receive decent customer service! All they do is pointing fingers! They didn’t make the commission, so therefore, they can’t assist me. It was a horrible experience for my mom and my aunts as well, as they stood there all confused. They are old, and the least they can do is help me fix the problem, so that they can all return home safely after their visit. These people were supposed to help them to have an enjoyable flight experience, but instead, they wanted to charge $150 for 2kg overage and DO nothing about the name mixed up!
China Southern Counter Clerks, please treat people with respect!
Me and my friends have just returned home from.a holiday in Vietnam. We have never flown with this airline before ( China Southern)
Now to say the least it was an experience I hope never to have to go through again. Our original flights from Melbourne to China.
Were Delayed by more than 2hours we then arrived in GUANGZHOU to find these flights had also been delayed.
After a great 20 days traveling around Vietnam it was time again to deal with your Airline.
We arrived at Ho Chi minh airport for our first leg to GUANGZHOU at 10pm making sure we had plenty of time to catch our 2:45am flight.
Well this is where it all went wrong.
We had announcement after announcements that the flight had been delayed further and further. We ended up sleeping on the flooor in the airport before finally boarding our flight at 7:20am we then traveled to GUANGZHOU and misssed our connecting flight home.
We were then treated rudely by all airport stufff made to get on a filthy old bus and sent to a hotel being told that our next flight was at 9pm that night. This as you could understand is disgusting customer service. We then arrived back at the airport in the same filthy bus and made our way to international departures. Here we were again informed that our flight had been delayed. After explaining to check in stuff our situation I was expecting an upgrade to business as it had many remaining seats left.
But once again I was spoken to rudely and was denied by your stuff. Missing my connecting flight also caused me to miss an important buisnesss meeting in Melbourne the following day.Over all it was an awful experience for all of us flying with your airline. Im writing this complaint with the hope the airline understands its duty of care towards passengers and would there for be open to some form of compensation as I intend to make it clear to others who fly frequently that your airline lacks professionalism and duty of care for paying passangers.
Regards
Troy Ford
Flight CZ303, April 9th 2017 flying into Gatwick. We paid a lot of money for business class seats and got seats 14A, 14C. This was fine as the section we where in was quite and much needed after the first flight we had where the earphones did not work on one side of the seats and the chair was faulty on the other, not a good start to our 23 hour journey back home. An hour into the flight a family was bought from the economy class and sat in the same area as us, right next to us seats 14G, 14D. Please can you explain as to why this happened? If I knew I could save about a thousand pounds I would of booked economy class and then asked to sit in business class. I think this is an insult to everyone that had to pay for the privilege to sit in business class section as it’s a pricey flight. The family that was brought forward has caused nothing but annoyance to myself and my girlfriend also a few other members that have paid to be here. The young child that came with the family kept everyone up by shouting and screaming, no attempt was made to silence him or even tell him to keep it down as people wanted to sleep on the 12 hour flight, jumping off chairs and smacking the tv screens, running around shouting for food, opening the curtains. This sort of behaviour is not expected when paying such a large price for the seats. The cabin crew would not explain why the family was brought forward and did nothing in the way of trying to tell the family to be quiet or at least to keep it down a little. Again please explain to me why this happened? And what will be done/offered for the 12 hours of hell putting up with this disgusting behaviour that should not of happened in the first place. And what you can do regarding the faults we had on flight CZ302 with 8-9 hours of no tv or chair that could tilt back or lay flat the whole reason for booking business class in the first place. Even other passengers were commenting on the family’s behaviour when we were collecting are bags. I look forward to your reply. One very unhappy customer
This is regarding our bad experience with China Southern Airlines as I with three of my family members had a flight from New Delhi to Brisbane at 1150 hours on 16th June 2017 and had a halt at Guangzhou , China at 1930 hrs.
On 17th June 2017, after reaching Brisbane , we were informed that our luggage was left at Guangzhou , China and we were offered only AUD 50 each to fulfill our needs which was nothing as we had nothing no clothes or essential with us.
On 18th June 2017 I got a message that we will get the luggage on 18th June 2017 by 1600 hrs and we got it after more than 24 hours and we however managed.
On 29th June 2017 we had a flight from Melbourne to Guangzhou at 1030 hrs and from Guangzhou , China to new Delhi At 1910 hrs which had to reach New Delhi by 2225 hrs the same day .
Now the twist was that the plane was late but we managed to reach the counter by 1842 hrs but the staff had not allowed to board the flight which was to take off by 1910 hrs and the boarding had to open by 1830 hrs. So the plane left without us and after fighting for so many hours with the staff , we got a flight after such arguments to Singapore at 2305 hrs which was to reach Singapore at 0300 hrs .
Now the main twist was as promised by the staff at Guangzhou Airport, we were not provided with the hotel and we again had an argument and at 0926 hrs which is Six and a half hours , we got nine rooms for eighteen unknown passengers to each other and we had to leave that room by 1400 hrs as their check out time was 1530 hrs to get our tickets from Singapore Airlines which was provided by you at Guangzhou earlier which still said sixteen confirmed and two unconfirmed but later we were confirmed with other two also for the same flight and left Singapore at 1710 hrs for New Delhi and reached New Delhi at 2030 hrs.
In the whole spam we didn’t had our luggage which was checked in at Melbourne Airport and got it at New Delhi Airport .
Due to this whole spam I lost my hotel booking and even the flights booking from New Delhi to Chandigarh which was on 30th June 2017. This brought us under the harassment and mental stress as my small kids were with me .
On June 22 Flight CZ399 from Guangdong to JFK. The flight attendant on the ABC side in the last section (54-66?, not the strong build young man in the 35-53 HJK section) was very rude and unprofessional.
The three people in 50A, 50C were two Oriental seniors, while the young men in 50B were a young white American.
Each time when he came from his section to our row, which was the last row in our section so no other passengers behind the us, he would always first ask the young man in 50B, never 50A or50C even though both 50A and 50Cwere seniors.
He apologized to me when I told him what he had done was very rude and unacceptable. It was obvious that what he had done was intentional.
When it comes to service, China Southern is no where closed to what it has said to be
Additionally the flight was 4 hours delay.
I have flight ticket with three connected flights: Nanchang-Shenzhen-Urumqui-Bishkek (Kyrgyzstan). ticket number: 7844442018671. One ticket, one number, one connected flight. I bought it in the your office in Nanchang. When I paid for it i asked three times about chek-in, because I am bringing my bicycle and I have oversized baggage what cost incredible lot in your company. And the women in the office confirmed that is, of course, one check in, because it is one flight.
But yesterday i called your call center to ask for some info, and then they told me that I should check in two times because there is a long staying transite in Urumqui during the night. And that i should pay two times for the same baggage, at the same flight, with the same air comapny.
Nowhere in the world doesn’t egsist that rule. I have flight tomorrow morning. I will not pay two times. No way. I bought one ticket and one check in payment is only possible option.
1. Your clerk gave me one information and than in call center I’ve got oposite. So, i want investigation who gave me wrong info. Agent code is 08681100
2. On your web-site there is nothing written about dobule check in if are connected flights. If that rule exist, it MUST be written on the offical site.
3. At the Urumqi airport web site there is also no info about new check in for the passangers in connected flights. There is sheme which shows this waz (what is normal way): Connecting flights domestic to international -> Passangers arriveing on domestic flights -> inspection and Quarantine -> Port of exit passport contorl -> Customs -> Security inspections -> Wait and board. No single word about again check in.
All in all, I will not pay you two times for the same flight and same baggage. I want investigate agent who sold me ticket and gave me incorect info. I want to judge because there is no avaiable info at your web site about double check in.
our groups have lost all the baggage on the flight Jakarta -Guangzhou-San Francisco. total bags lost 11 bags. we make claims in SFO airport. the person promised us that the baggages would be delivered the hotel on the next day. but up to this moment the baggages never arrived and the person again only said that the baggages already been sent from Guangzhou. we went to the SFO airport again thw next day to to see if we could talk to anybody but nobody wanted to attend us eventhough they were inside office. our flight is CZ657 16/6 Guangzhou-San Francisco. very wrong to take this at first place , no responsibility of the staffs, no apologies. said to be a star alliance airline.
I was travelling from Singapore to Jinan via Guangzhou on 14 Jun 2017. The flight CZ 352 from Singapore to Guangzhou arrived on time, but I found that my flight to Jinan on CZ3711 was cancelled and I was rebooked on flight CZ3707 departing at 1745hr. the flight was further delayed to 1830hr. I had to sit in the airport lounge for 6 hours and arrived in Jinan at 2130hr and found that my luggage was not put on CZ3707. At least 6 other passengers had the same problem.
What sort of airline cancel a flight and does a very poor job to manage the luggage making a business class customer wait 6 hours and have no proper clothing for the night without even a decent apology or compensation.
I am very disappointed with China Southern Airlines.
I was told that I could only stay in China on a 72 hour visitor basis without a visa. I was entirely fine with that. I had booked a flight to South Korea 4 days later. As soon as I was told this (I was early to my flight) I called to change my flight to a day earlier. The flight crew refused to work with me despite being able to change my flight to only be in China for the allotted time. The staff was blantantly rude. Instead of allowing me to change the flight (with the same airline) I was belittled in front of on boarding passengers and the rest of the crew. I had to spend 600 extra on a ticket leaving two days later over something that could have been easily fixed within a matter of 5 minutes, as I was more than willing to fix the issue. I will never use this airline again for my future travels.
Our recent flight with China Southern was disappointing due to the in flight entertainment not working on my seat, and then my bag never arrived and caused much inconvenience and expense due to our leaving on a hiking expedition the following day so we didn’t have it for our entire trip. China Southern would not respond to any emails for assistance.
Recently I flew with China Sothern Airlines from Delhi to Vancouver (flight no) and this was first time I took China Southern Airlines and really disappointed with standard of the services provided by China Southern Airlines. I was suppose to board the flight on 4th May 11.50am from Delhi (India Time) but that flight got rescheduled for 1: 20 pm and once again got rescheduled for 4 pm and finally I got the flight but by the time flight reached Chine I missed my connecting flight to Vancouver and surprisingly there was no information for the next flight with your staff. After a long wait I got information that flight will be scheduled for tomorrow 2pm. I reached the airport at given time and opposite to all my expectation that flight was again also got rescheduled for 7pm and again I reached the airport at the given time this time I got the flight to Vancouver.
By this mail I would like to highlight and list the harassments which I faced due to pathetic services of China southern Airlines.
1. Around 8 hours long waiting at Delhi Airport and no proper information provided on time.
2. 24 hours delayed flight – due to this I reached 24 hours late to my destination, I won’t be able to join my job on the reporting day and could not be able to inform at my work place about the delay as no communication was provided by airlines.
3. Pathetic Food – food provided during this period at airport and hotel was pathetic due to which I got stomach infection and due to ill health I was not able to join my job for few more days resulting I lost my job and this is a huge loss to me and I won’t be able to get new job till date.
4. Bad Hotel – Stay at hotel was bad as the room is not in good condition and missing on hygiene level.
5. Luggage – as we don’t have luggage I have to stay in same dirty clothes for two days.
I have gone through very bad experience, bad health and financial losses as I lost my job due to your pathetic services and delay of flight.
I was traveling from India to USA and had few pound extra weight. The ticket supervisor didn’t aware of the extra weight rule and told me to charge $172 (Rs.10,000) on each bag. I asked them how much for extra bag and they told me the same price. I bought an extra bag for $172 (Rs. 10,000) and paid $172 at the counter. I do have the payment receipt for all. Please advice if you need the receipt. They over charged me.
I recently travelled from Kathmandu to Sydney via Guangzhou on China Southern Airlines. My
Eticket number is 784-1213518127, Mr Madan Krishna Shrestha.
My flight number from Kathmandu to Guangzhou was CZ3068 which was delayed by 44 minutes in Kathmandu. The flight was also delayed on arrival to Guangzhou by 7 hours 32 minutes.
I missed my connecting flight to Sydney on the 07th May 2017.
The total flight delay was over 8 hours total. I was not provided any accommodation as per the
International Air travel rules. My family were waiting for my arrival in Sydney on the 07th May 2017 which was originally supposed to arrive at 0730pm Sydney time. I had booked wheelchair access for the entire duration of my flight. I did not receive any wheelchair access on my return from Kathmandu to Sydney. I had specifically informed on my ticket that I required wheelchair services and none was provided. I see this as a clear negligence from the airlines.
I had an prepaid urgent medical appointment in Sydney on the morning of 08th May 2017 at 0800am which I missed due to the delay. I also was not provided with any meal vouchers during the delay and no food was provided by the airlines. My family had to spend over $100 AUD on parking fees due to the poorly informed delay. I am seeking compensation for the inconvenience caused by the delay and more so the lack of information provided by the Airlines.
I was flying with China Southern to Kathmandu, Nepal. My first flight was fine, the facilities were terrible with dirty bathrooms, no water left to wash my hands and rubbish at my seat from previous passengers. My flight home on the other hand, the plane from Kathmandu was delayed by over 4 hours due to poor weather and the plane being diverted to India to refuel, even though every other airline was still landing. We were not provided with any information and there was only one representative from China Southern who was available for a short period of time and disappeared. Upon arrival in Guangzhou, there did not appear to be any additional staff to deal with virtually an entire plane full of passengers who had missed their connecting flights. There was a queue formed but passengers were getting pulled out of the queue behind me leaving me to get served last and having to stand waiting for over 3 hours. This was unacceptable and I did not receive a word of apology. I was then told there were no flights available until 2 days later and the only option was to fly home via another country entirely with a 6 hour lay over time. I was put up in a hotel overnight which I arrived at 3am and had to leave at 6:30am with no meals or luggage. This was apparently sufficient to make up for the total 16 hour delay. I did not receive any meal vouchers and had to pay for my food at the additional stopover. I also had pay for a taxi to get home and missed a day of work because of this. I understand delays happen however the service in Guangzhou was terrible.
Chinese airlines cannot control their badly behaved passengers. I have had given them too many chances and will not not use them again for long haul . Having paid 5000 yuan to upgrade and get away from four noisy passengers I was continually disturbed by a man in business class with mental problems talking to himself in a loud voice, no sleep and waste of money. The cabin staff failed to realise this man was a mental patient and pandered to his every whim which caused continual noise and disruption. None of my friends will use this airline and I can see why. I will now use Hong Kong. The flight was CZ304 20th April
You have lost my suitcase between China and Manila with all of my clothes, very important work documents, majority of my medication, malaria tablets, and photography equipment in. I havnt been able to do anything and have been stuck in Puerto Princesa because the plane from China to Manila was delayed so I had to rush for my connecting flight. My luggage never turned up in Manila. I filled in a form and was given a contact number which no-body answers and was promised my luggage would be on the next flight to Puerto Princesa. Nobody in PPS airport knew anything and said I hadn’t been given a form that related to any of there airlines and they don’t accept luggage from other airlines. I am now stuck here with limited money and no clothes or work equipment. I would say I am £2000 out of pocket and you can’t even answer a telephone! My suitcase even had my own tags with my name and info and my flight plan. How the hell so you loose a suitcase when all your doing is putting from plane to another unprofessional and ridiculous, you have a long way to go before you can even compare with EasyJet or RyanAir. Thanks!
I wish to make the airline aware of how uncomfortable my flight from NZ to London was. Recently Travelled 11th April 2017 on Flight CZ306 departure from Auckland at 10pm, seat Row 36K on 1st leg to Guangzhou and seat Row 39K on 2nd leg to London. Both times the entertainment system didnt work, at first was offered different head sets, but the connection to the console was loose. She did try however to find another seat, but the plane was full, I was then offered a tablet, unfortunately it couldnt get connected to watch anything. So for the whole flight, I was left with no entertainment and on a long haul flight, it makes it extra long and unbearable. 2nd leg, had sound, but after trying different head sets from my fellow passengers, I had a buzzing in the ear piece the whole time. OK I can maybe deal with one leg of the flight with faulty entertainment but not the whole flight to London. I have to return back to NZ on the 25th April 2017 on Flight CZ304 on 10.35pm on seat Row 48A, Im hoping I dont get the same on the return!!
I am writing to make a formal complaint.
Unfortunately as far as I can see China Southern doesn’t have an ombudsman which is a real shame. I want this to complaint to be escalated.
I have been contacting the refunds department since November 2016 in relation to a refund that I was MEANT to receive in 6-8 weeks as per your form
Since then I have had a series of time-wasting phone calls that conclude to absolutely nothing! The service that I received has been absolutely appalling especially my most recent conversation with a female that was unsympathetic and unapologetic in relation to a situation that has been distressing for me.
As per usual no conclusion was reached I asked for a call back and I informed the staff I will be at work but will try to answer, 2 rings does not qualify as a call back before you disconnect just for your information – and since then no effort has been made to contact me to inform me of what is happening even though if requested multiple times to send me an email in relation to the progress of my refund and telling me over the phone that it will be processed soon does not count!
I need to know how I can escalate this further because the issue has just been rotating around the refunds contact centre with no resolution – I am told time and time again I will get my refund in a couple of days and 3 months later still no refund with no time frame in relation to when I can expect a refund
Furthermore I am being charged to call you and chase you up due to your negligence, I have been charged more than £60 to call your number for a refund that I was meant to receive in early January. I would like to be compensated for this – it’s the least China Southern can do.
I need someone to reply to this email and advise me of what is happening to my refund – because on the phone I will most likely be on hold for another half hour incur another bill.
So the airline left my baggage for almost a week in China. I landed in Brisbane & had nothing. So I had to be inconvenienced by contacting the airline a few times a day to get an update on my luggage. They actually told me to stop moaning & my luggage isn’t a big deal. How rude & inappropriate?! So during this time I had to purchase clothes toiletries etc to see my over. It’s lucky I had my credit card as clothes shopping wasn’t in my budget whilst in Australia. Now after Brisbane I was flying to Sydney & had a Fraser Island trip booked so due to the airlines lack of communication about my luggage I had to buy enough to make sure I had enough to see me though. Spending around £500/£600 as Australia is so expensive! I finally managed to get to speak to someone at the airline who admitted my luggage was in a room & they didn’t know what to do with it so unless I had pestered them they would have literally just left it. They are now refusing to give me my compensation. The most they are offering is the equivalent to 100 Aus dollars. Here in the U.K. That doesn’t even cover £50/£60. This is appalling surely you would want to ammend the situation the best way possible?! And avoid any further action? I stil have all proof of purchase also. The staff was rude in person & on the plane almost like everything was to much for them. I sent a meal back on the plane. I know plane food isn’t amazing but I wouldn’t have given it my dog. Yet again I know it’s a budget flight but I’ve had more leg room from Sheffield to London on a 2 hour train journey. So I was expecting a little more for 12.5 hours in the air. Going back to my luggage once it arrived in Brisbane an hour before I was due to set off for Fraser Island my bag arrived in Australia & I still had to go all the way to the airport to collect it!! Adding more time to my dad & wasting my once in a life time holiday. I’m expecting full compensation I don’t complain normally but this was just horrendous start to finish.
On our flight from LAX to China on Feb 22, we sat in row 60 and 3 young men from CA sat directly behind us on row 61. Prior to the flight leaving, they were cursing loudly and complaining they should have been upgraded. My wife and I asked them to please not use this foul language with the “F” word constantly coming from their mouths, and it did no good, in fact, it was worse with them making fun and cursing us over the next 15 hours! They drank so much that the stewardess quit serving them alcohol after 5-6 beers each and they became violent once again.
At the start of the trip, the stewardess called the mgr to come back to talk with them and they argued with him about not getting upgraded and cursing him as well…at that point, I asked him, the mgr., to take care of this situation or please move us to another place on the plane! They said, other than first class, they would not move us even though I advised them they were loudly cursing and we had asked them to stop, only causing more conflict! This 15 plus hour flight was one of the most uncomfortable times in our life! I asked the stewardess during the flight to move us once again with no success. They should have been removed at the start or at least, moved us. I was fearful the entire time of what might happen, especially after they became drunk and got worse!
I don”t know what could be done but I would like them to know and at least, receive an apology! This should never have happened.
On our flight from LAX to Guangzhou, flight # 622 on Feb 22, 2017, we sat in row 60A and 60B and 3 young men sat directly behind us on row 61. Prior to the flight leaving, they were cursing loudly and complaining they should have been upgraded. My wife and I asked them to please not use this foul language with the “F” word constantly coming from their mouths, and it did no good, in fact, it was worse with them making fun of us as old and ancient with cursing over the next 15 hours. They drank so much that the stewardess quit serving them alcohol after five or six beers each and they became violent once again!
At the start of the trip, the stewardess called the manager to come back to talk with them and they argued with him about not getting upgraded and cursing at him as well… At this point, I ask the manager to take care of this situation or please move us to another place on the plane! They said, other than first class, they would not move us even though I advised them that they were loudly cursing and we had asked him to stop, only causing more conflict it! This 15+ Hour flight was one of the most uncomfortable times in our lives! I asked the stewardess during the flight to move us once again with no success. They should have been removed at the start or at least, moved us. The manager was advised of their cursing and their belligerent attitudes, yet he did nothing! You should have a record of this in your notes.
We were fearful the entire time of what might happen, especially after they became drunk and got worse! This should never have happened! Again, they should have been removed at the start of the flight. We expect a refund for this part of the trip or some type of accommodation to offset this terrible experience.
I was advised by Gate 1 travel to contact you! I plan to keep them advised of your decision.
The flight from my departure city was delayed over 3 hours which caused me to miss my transpacific flight. Even though I had flights the next day, the earliest that that CS could put me on a flight was the next daily flight, nearly 24 hours later. During the whole process, the staff were very slow. I am a Skyteam Elite Member (Korean Air Morning Calm) and therefore used that specific channel at the transfer desk, but ended up waiting a very long time and many other customers were prioritized. Finally, I was disappointed to learn that CS blamed the delay on weather, which didn’t seem practical since the plane I was on originated (and had a stopover) in cities without weather issues (there were only weather issues in other cities). Most of the time I enjoy flying CS, but this was not a pleasant experience. I understand that delays and cancellations happen, but I would hope the staff would be better prepared and more responsive. The flight number was CZ361 (delayed) which was supposed transfer to CZ328 on Feb 1, 2017.
Ticket No. 784-1213876255 / PNR 3CJL6F
I was inflicted with such a dreaded experience on board CZ322, Melbourne to Guangzhou on 21st February, 2016. Further I am completely devastated and utterly disappointed at China Southern Airline has not bothered to respond to the complaint that I as asked by your Senior Flight Officer to hand over to them.
“I as on a pilgrimage (a Holy Trip) to Delhi, spent a fortune to take this trip which has highest religious values for me and my family as a person of Hindu Religion. In first instance your staff told me that they did not have my meal preference as ‘Vegetarian Hindu Meal’ as was printed on ticket saying that they did not have any such meal for me. As an expression of decency I agreed that I would be happy to go without a meal but strictly suggested that I should not be served with any meats or eggs under any circumstances. I would not regret staying just on water. Yet, your staff approached me and served me with a meal saying that was a Hindu Meal. As I had already instructed at least 4 of your flight staff that I as on a religious trip and should not be served any meats or eggs, I had no reasons to believe that they would still serve me with meat that they did.
My second bite of the meal, I had a piece of meat or fish in my mouth. This was devastating and your staff had no explanation.This caused me immense trauma and frustration as this is not something simple that you can ignore. Not only this hurt my religious sentiments seriously, this costed me on many counts. I have since been depressed with what was inflicted on me. THIS IS EXTREMELY SERIOUS AND CANNOT BE IGNORED LIKE THIS. I ALSO SEEK EXPLANATION NOW AS TO WHY HAS MY THIS ISSUE, COMPLAINT HAVE BEEN IGNORED SO CHEAPLY. IF AN INTERNATIONAL AIRLINE THINKS THIS IS JUST SIMPLE, PLEASE ADVISE ME AND I SHALL ESCALATE THIS AT FORUMS THAT I CAN ACCESS.
This is the worst airline and they have no respect for their customers. They cancelled a flight and said that it was because if the plane took off it would crash. They held our bags hostage and the manager at LAX Li is an immature rude obnoxiois man who yelled at the customers and basically told me I was lying. He even called the police because he didn’t like what I was explaining to him about cancelling a flight that we paid $2800 for and offering us $150 each. They had no organization. It was chaos. People were yelling and screaming. They treated the customers like cattle. I will never fly this airline ever and I am an entrepreneur and my fiancée is an attorney. They should be ashamed of their behavior. Each and time very one of the employees at the LAX Southern China should be fired.
Having booked my return flight to & from Bangkok with China Southern all I can say is I’m appalled at the service.
First on a 14 hour flight from China to Amsterdam there was no vegetarian option for food so I was left eating only the fruit & bread roll (I couldn’t even have the salad as there was meat in there too). Second I’ve tuned up to the airport & waiting an hour an a half at the check in desk for a member of staff to talk to who I can only presume came in late – I was told it opened at 7 & she came in with her coat on & started serving at 9.50am. In between waiting on said meme we of staff I was told to go back & forth by different members of staff simply looking for a chance to uogade my flight: after waiting another 30 minutes to speak to someone else, as the girl who came in late served another group first, I was told simply to do it at the gate & there was nothing they could do there (at the HELP DESK) for me.
I’ve never been so frustrated. & knowing I now have another 11 hour flight to China probably within out a meal again only angers me more.
As a frequent business class Traveler from the USA to China, I have gold status and a lot of frequent flier miles. I tried to book a flight on csair.com website using my miles, but after endless attempts couldn’t find a single ticket to get to work. I called the ticket agent in China. After 15+ min on hold, I finally connected to a person. While in the process of booking my trip, the agent informed me the miles were now expired, as the clock struck midnight in China while we were on the phone, and it’s now March 1 in China (miles expired 2/28). I told the agent it is still February in the USA. She gave me the #s of 3 USA offices. The NYC office was answered by a fax line. The Chicago office was for cargo only. The LAX office had a ticketing agent (finally!). But the ticket agent couldn’t process frequent flier mileage tickets…he redirected me to the China call center – back to the beginning!!! Terrible customer service, with absolutely no regard for the customer.
Flight from Sydney to Guangzhou was delayed by an hour and when we arrived, we had to go on a bus and travel for a bit to get to the actual airport. As a result, we almost missed our flight from Guangzhou to Seoul. However for some reason, our bags were left in Guangzhou! All our checked in luggage was left in China! We walked around the airport wondering where our bags were before we went to Lost and Found and were told they got left in China. We weren’t the only ones. We were forced to spend the night without anything but the clothes and cash we had on our person. Terrible experience.
If there was a no star rating Southern China would get it. Can’t use my electronics in airplane mode????? Now they tell me I can’t take the water I bought onto the plane???? Never again.
My wife and I recently booked a return flight from London to Sydney stoping at Guangzhou for 3 nights on the way home. Due to my wife’s grandfather passing away she had to get an emergency flight a week before our travel dates, we were concerned this would affect our return flights but were asured by a member of China southern team at Heathrow airport that it was fine, however on our return journey starting from Sydney Kingsford Smith airport we were told my wife’s ticket was no longer valid, we spent $1600 on this ticket, but because it had not been used on the flight out it apparently couldn’t be used on the return flight, this is exactly what I asked the China Southern check in desk about at Heathrow when I was told it wouldn’t be a problem. We were now starting to panic, we asked China southern to help us but were told very bluntly no! Even though there were seats on the plane and even after a China southern worker in Sydney airport telling us “the China southern worker in London that told us it would be fine, probably said that because they knew it wouldn’t be there problem”! The staff at the check in at Sydney airport were unhelpful and unsympathetic, we were told to buy another ticket or we won’t be getting on the plane, because it was a last minute they charged us another $1600 even though it was only one way. I’m very disappointed with the lack of help we received from the airline even though it was one of there workers at Heathrow who caused this situation by there simple incompetence, we’re a young newly married couple and to us that’s a lot of money, but to China southern, one of the biggest airline passenger carriers in the world, to make us buy another seat on the SAME plane when we already had a ticket is disgusting.
I am writing to advise you of a very disappointing experience I had with China Southern Airlines.
On January 12, 2017 I flew China Southern Ailines from New York City (flight # CZ0600) to Guangzhou to my final destination of Bangkok (flight # CZ357). I am American and holiday in Bangkok for several months hence my one large luggage contained all my clothing, foodstuffs, toiletries, vitamins, medication, etc.
To my surprise, my luggage did not arrive as scheduled in Bangkok on January 14, 2017.
I immediately completed a China Southern Property Irregularity Report (# B6491261) and was advised by the lost baggage representative that my luggage would be delivered to my residence later that evening, or the following day.
The luggage was not delivered to my residence on January 14, 15 or 16.
Finally, the luggage was delivered (damaged) to my residence early evening on January 17, 2017.
As you can imagine, it was extremely disappointing and a serious inconvenience to wait over 3 days for my luggage. In the interim, I had to purchase clothing, toiletries, vitamins, medication, etc.
I understand that accidents happen, however I believe my situation is an extreme example and something China Southern should know about.
I had planned to travel with China Southern Airlines on the 10th of January 2017 flight being scheduled at 11:45pm however my partner and I along with my Mother were told by a staff member that the aircraft was delayed and we were told to walk from gate 21 to 14 at Delhi international airport. Upon arrival at the gate a staff member stated we had to walk all the way back to gate 21 and unsure of the information provided. After 30 minutes of scheduled departure time we were told the flight had been cancelled and we are to stay at a hotel Pride Plaza in Delhi.
My mother, partner and I had to check out with only one staff member allocated to 200 passengers. There was no direction, no staff to assist. After some time we were then allocated to the outside area to travel with a bus. To describe the scene it was a chaos. The staff were un-organised, scattered and not helping. People were verbally fighting and using racial abuse, my family were stressed, afraid and worried. Arrival at the hotel Pride Plaza it took around 4 hours to get a single room including that my mother had to sleep on the floor as there was no room. To have an extra bed we would have been charged extra. My family was woken in the hotel room with announcement that our plane was now ready having only 3 hours sleep in total. I am shocked of this disgusting service and treated like no one cares. We have priorities, had to make calls to our work commitments and call worried family members. Due to the stress I had to vomit and cannot breath due to the traumatised event.
I was flying on Delhi to Guanzuog(China) with China Southern airline. After eating the food on the plane i fell sick. And on my second flight with them from Guanzoug to Melbourne i was very sick i was vomiting the whole time . They did not have any medicines or nothing. I requested for medicines, They only gave me a glass of water and that no one came to ask me how m i feeling. I couldnt even sit properly for a second because of the sickness. I got food poisoning, on the flight from Guanjoug to Melbourne i couldnt eat anything it was a nightmare for me.
I also experience a similar experience as Anshul gupta and I will never be going on this flight. I would also like to know a contact number so that I can have a talk with China Southern Airlines. I have also made videos of the horrible service that was given to us.
My flight number from Delhi to Ghungzao (CZ329) and from Ghungzao to Vancouver (CZ360) was absolutely horrible
Experience at Delhi Airport
1. None of the staff members informed me about the missing of connection flight from Guangzhou despite of knowing in advance. They only told me about the same when I asked why did you not issue me the boarding pass for the connecting flight.
2. They said that the plane had a technical difficulty and the flight would be cancelled. So we had to go back through immigration and also collect our baggages.
3. When I asked for other airline options, I was simply told that they are not aware of actual refund amount and bluntly asked me to contact my travel agent.
4. When I asked about the option of taking next day’s flight from Delhi then they said yes that is certainly an option but later on refused as my luggage was checked in by them.
5. I explained that I work as a contractor in Sydney and this would result in a significant financial loss and operational loss as I have had a very important meeting for which 4 people travelled from Europe. Staff committed me an upgrade to business class as an immediate compensation but that never happened in reality despite of multiple seats vacant in business class.
6. I also expressed my desire of catching same day Sydney flight from Guangzhou without my checked in luggage but it seems that Guangzhou flight was overbooked as despite of my Delhi flight reaching Guangzhou at 9.15 (15 mins after the schduled departure from Guangzhou), they did not accommodate me.
6. Staff was very rude and sounded so helpless. Blunt response I got from delhi staff is that we can not delay the Guangzhou flight just for 7-8 passengers and could consider the option if there were more than 20 passengers catching sydney flight. This simply means you do not have any respect for an individual traveller but only for your profits.
7. Staff suggested (infact they mentioned on my checked in luggage) a 9th Jan evening flight from Guangzhou for Sydney despite of being a early morning flight available for Sydney from Guangzhou.
Experience at Guangzhou
1. I was told that Guangzhou to Sydney flight has already departed and I am scheduled for 9th jan evening flight despite Delhi flight reaching at 9.15 which was just 15 mins away from the Sydney flight departure.
2. I was shocked to see that I have been offered next day’s (9th jan) evening flight to Sydney though other passengers were offered a morning 8.30 AM flight to Sydney.
3. After a heated argument, they gave me morning flight to Sydney. When I complained about this then I was bluntly told that I have been provided with a hotel and that’s the best they could do.
4. For business class upgrade, I was clearly told that I will have to pay for that.
5. After reaching at hotel in midnight, there was no proper arrangement for food/dinner. After 1 hour, I was offered a box of food which was of very very low quality. Of Course I did not heat it and slept without dinner.
Experience in Guangzhou to Sydney flight (CZ 361)
1. Finally I took the Sydney flight in the morning but again no business class upgrade was offered despite of multiple vacant seats.
2. Later on I was shocked to hear from cabin crew that they did not receive the information of my special meal request (vegetarian food) and there was no food available.
3. I was offered non vegetarian food as they did not have any vegetarian food available.
4. I did not have dinner served at Guangzhou hotel (very low quality) and then was not served anything in Sydney flight for 9 hours as airline staff messed it up and they did not have any extra vegetarian food available. I am shocked to hear that China southern airlines does not keep even 1 extra special meal.
Experience at Sydney Airport
1. At Sydney airport, none of the China southern staff was available to assist as I was expecting that after such a horrible experience, you would at least arrange a free drop from Sydney airport.
I paid extra for this airline since it was highly critical for me to reach Sydney by 9th Jan morning.
This was my worst flying experience as I am a frequent traveler with 7-8 International trips in a year. This was the first time, I travelled through China southern airlines and probably the last time.
I did face problems with Singapore/Thai airlines and with domestic flights in past but was compensated through free vouchers (for use in next trip) and free taxi to drop from the airport. I am shocked to see this kind of service for international flights being offered with so rude staff on top.
This is to highlight the horrible experience I have had with China southern airlines as part of of my return journey from Delhi to Sydney.
While returning from Delhi to Sydney, my flight (CZ 3028) was scheduled to depart from delhi at 12:30 PM on 8th January. However, it got delayed by 2 hours and due to which I missed my connecting Sydney flight (CZ 325) from Guangzhou.
Experience at Delhi Airport
1. None of the staff members informed me about the missing of connection flight from Guangzhou despite of knowing in advance. They only told me about the same when I asked why did you not issue me the boarding pass for the connecting flight.
2. When I explained my urgency to be in Sydney on 9th Jan then they explained that this is due to bad weather in China. However, flight delay information was communicated through email on 7th Jan midnight itself so not sure how did the China southern airline know about the flight delay 12 hours in advance.
3. When I asked for other airline options, I was simply told that they are not aware of actual refund amount and bluntly asked me to contact my travel agent.
4. When I asked about the option of taking next day’s flight from Delhi then they said yes that is certainly an option but later on refused as my luggage was checked in by them.
5. I explained that I work as a contractor in Sydney and this would result in a significant financial loss and operational loss as I have had a very important meeting for which 4 people travelled from Europe. Staff committed me an upgrade to business class as an immediate compensation but that never happened in reality despite of multiple seats vacant in business class.
6. I also expressed my desire of catching same day Sydney flight from Guangzhou without my checked in luggage but it seems that Guangzhou flight was overbooked as despite of my Delhi flight reaching Guangzhou at 9.15 (15 mins after the schduled departure from Guangzhou), they did not accommodate me.
6. Staff was very rude and sounded so helpless. Blunt response I got from delhi staff is that we can not delay the Guangzhou flight just for 7-8 passengers and could consider the option if there were more than 20 passengers catching sydney flight. This simply means you do not have any respect for an individual traveller but only for your profits.
7. Staff suggested (infact they mentioned on my checked in luggage) a 9th Jan evening flight from Guangzhou for Sydney despite of being a early morning flight available for Sydney from Guangzhou.
Experience at Guangzhou
1. I was told that Guangzhou to Sydney flight has already departed and I am scheduled for 9th jan evening flight despite Delhi flight reaching at 9.15 which was just 15 mins away from the Sydney flight departure.
2. I was shocked to see that I have been offered next day’s (9th jan) evening flight to Sydney though other passengers were offered a morning 8.30 AM flight to Sydney.
3. After a heated argument, they gave me morning flight to Sydney. When I complained about this then I was bluntly told that I have been provided with a hotel and that’s the best they could do.
4. For business class upgrade, I was clearly told that I will have to pay for that.
5. After reaching at hotel in midnight, there was no proper arrangement for food/dinner. After 1 hour, I was offered a box of food which was of very very low quality. Of Course I did not heat it and slept without dinner.
Experience in Guangzhou to Sydney flight (CZ 361)
1. Finally I took the Sydney flight in the morning but again no business class upgrade was offered despite of multiple vacant seats.
2. Later on I was shocked to hear from cabin crew that they did not receive the information of my special meal request (vegetarian food) and there was no food available.
3. I was offered non vegetarian food as they did not have any vegetarian food available.
4. I did not have dinner served at Guangzhou hotel (very low quality) and then was not served anything in Sydney flight for 9 hours as airline staff messed it up and they did not have any extra vegetarian food available. I am shocked to hear that China southern airlines does not keep even 1 extra special meal.
Experience at Sydney Airport
1. At Sydney airport, none of the China southern staff was available to assist as I was expecting that after such a horrible experience, you would at least arrange a free drop from Sydney airport.
I paid extra for this airline since it was highly critical for me to reach Sydney by 9th Jan morning.
This was my worst flying experience as I am a frequent traveler with 7-8 International trips in a year. This was the first time, I travelled through China southern airlines and probably the last time.
I did face problems with Singapore/Thai airlines and with domestic flights in past but was compensated through free vouchers (for use in next trip) and free taxi to drop from the airport. I am shocked to see this kind of service for international flights being offered with so rude staff on top.
I traveled from Manchester to Perth Australia and my bags were not in Perth on arrival. They had not made it pass Paris, so i was told they would be delivered to my nominated address in Perth the next morning. They did not arrive and now 4 days later they have only just arrived in Perth, I have had to go out and buy clothes for me and my wife as we have had nothing to wear or wash our clothes we had on, I am sure we are entitled to compensation and a refund of our purchases we have kept all receipts, also i would like to add that Danata have been appalling they have just yes the bag has arrived and then when i call them to find out why it has not been delivered they just say it has not arrived!!
Myself and my partner travelled return from Brisbane to the UK. We are currently awaiting a permanent residency decision in Australia, so on return to Brisbane, were on a bridging visa B, meaning we are able to leave and re-enter the country until a decision has been made. Just to be sure there wouldn’t be any issues, I printed these visa documents to travel with so we had evidence of this.
During our flights back to the UK we had no problems whatsoever. However our return flight to Brisbane is where the trouble began.
We arrived at London Heathrow as planned on the 27th November and checked in with KLM (flight to Amsterdam organised through China Southern). When the lady was checking us in, she commented that our visa only had one day remaining on it, which was true of our working holiday visa’s, however once these expire the bridging visa’s attached automatically take effect. She had not heard of bridging visa’s before, so feeling glad that I had printed it, I showed her the attached paperwork. She entered these visas into her system and said all was ok, they had been accepted. She checked us in on all 3 return flights, and gave us boarding passes for all flights.
We then followed the itinerary without problems all the way to China. We landed in Guangzhou on the morning of the 28th November, and the next flight was not until that evening, so as advised we could do, we went to the hotel desk and got provided a local hotel to have a sleep.
That evening, we arrived back at the airport within plenty of time, and as we had already checked in back in London, we went straight through to departures. It wasn’t until we got to the boarding gate that we knew there was any issue at all! There was a man holding up a piece of paper with our names on it, so we went over to him. There was a huge language barrier so it was hard for us to know what was happening, but we soon realised he thought there was something wrong with our visas.
Feeling so glad again that I had them printed off, I handed these to him. He was taking pictures of the paperwork and sending it to someone (not even sure who) to fix whatever had been done by China Southern / KLM in the system so we could fly! During this time, every other passenger had already had got on the bus to be taken to the plane, so it was just us still standing there. Then with that, the man and the girls at the desk were having a discussion which we couldn’t understand, then the girls just closed the gate and said the plane was gone!!!
Outraged, we demanded to know what had happened here, but nobody could explain! The man then took us all the way back through to the check-in area where he passed us to his manager on the ticketing desk who had better English. He said that they would put us on the next flight in 24 hours’ time, and that the visa issue was now ok (10 minutes after our plane had left). This was so frustrating, as there was never an issue with the visa in the first place.
We then requested that we be put up in a hotel again, seeing as this was an error on the part of China Southern why should we pay for extra accommodation for the next 24 hours? We were told that we would have to pay for the accommodation ourselves. We stood our ground for a long time at the desk saying this was not ok, but we just ended up getting ignored. What was even more insulting was that there were 3 others who were supposed to be on the same flight as us, who had simply missed the flight, yet they were put up in the same hotel as us by China Southern free of charge!!
I am thoroughly disgusted with how we were treated by this airline. It is such a long journey as it is, and to be left in an unfamiliar country with no option but to pay so much money for more food/accommodation is just terrible. Where is the customer service?
Customer service is non-existent in Southern China Airlines.
We went to change the departure day of our return (inbound) 38 hrs before we were due to fly home. We rang the international hotline, the London office, the Australian office and the New Zealand office and all were either unresponsive (automatic answer phones) or not prepared to respond to this request for a change of departure day on the 30 and the 31st of December 2016 so we were unable to make the change needed.
There was no way we could get someone to change the departure date.
Now when trying to re arrange a fare home they want to charge us for a No Show fee ($ US 300 per ticket) they said we should have cancelled our tickets but our Booking reference shows that we can change our departure / inbound flight for a small fee. Everyone has been unhelpful and evasive.
There is no attempt by this airline to acknowledge that they and their systems have failed their customers and they have been running us around in circles trying to avoid giving a us a fair go ever since.
Under no circumstance fly Southern China Airlines.
Horrendous airline.
My boyfriend and i went to board a flight in Paris to travel via Guangzhou to Auckland.
Firstly: The check in staff were very rude and kept rolling their eyes and being observantly rude to the passengers checking in in front of us. Not good first impressions to give to customers.
Secondly: When we were checking in we were told that before we could fly i needed a flight departing Auckland as i am British. (Not true on entry i was allowed in with no issue as British get visitor visa on entry) AND that we had to have flights booked between Guangzhou and Hong Kong (I did extensive research on this issue before hand, many people get the train between Guangzhou and Hong Kong with no issue on the 72 hour visa)
As we tried desperately to book this in the 15 mins time frame they gave us they decided it was to late and we had missed the flight.
The staff knew we were going to Guangzhou to connect to a flight to Auckland and told us to book another flight to make it. YET THEY FAILED TO MENTION IF THEY DON’T LET YOU ON THE FIRST FLIGHT THEY CANCEL YOUR SECOND FLIGHT!!! That is some quite important information to not tell someone, especially if they book a flight to Russia first in order to make that flight!! We didn’t find out this information until we were in Russia and it was too late!
We tried everything we could whilst in Russia to get on the second flight that you decided to cancel for no reason. With no explanation your RUDE staff said no.
We paid thousands originally for these flights and you refused us entry on for COMPLETELY INVALID reasons. We spent an extra $4000 to get to New Zealand, spending 4 days only in airports and on planes and both got health issues because of this. We encountered the most stressful time of our lives and your ‘company’ don’t give a shit. We are now in a position where we cannot afford food or rent because all of our back up money was spent due to the errors of your careless staff.
Disgusting service.
Very poor airline. My mom was supposed to arrive to Guangzhou, China from Toronto, Canada 12 hours ago but SOME PEOPLE forgot to factor in Canadian weather, and crashed into a plane wing, and had to stay in Toronto @ Pearson overnight. This wouldn’t have been an issue if China Southern Airlines had stayed in contact with my mom, but she’s stuck at Pearson International right now, 12 hours, with NO CONTACT, NO FOOD, NOTHING.
Very bad airline would not recommend.
This is a story of a someone who is being harassed by China Southern Airport staff at the Delhi Airport from the past 4 days. And still suffering as I have been told that nothing would happen if you register a complaint and there’s no one who’s gonna look into the matter.
Whole thing started on Sunday, rather Monday early morning at about 1.30 AM IST, when we arrived at the Delhi airport from Guangzhou China. We found out that our three baggage were missing. We registered a complaint and on the very same day and since then have been following up with a lot of different people who are behaving in a very rude way. Story of our harassment starts from Monday when we were told that no one knows the status of our baggage and they will get back to us by 1PM. THis was Puja from the staff but she didn’t get back for anything, not even to inform. Then when we called we were told by another guy Naveen that the bags are traced and we will get those by Tuesday (28th). No one came or called us on Tuesday and when we inquired on the same day, we were told by a guy Ashwani that “why are you calling us again and again, we have other important work to do, Don’t just waste our time. We don’t really know where your bags are”. How can a person behave like that, especially with their customer who is in trouble due to lost baggage.
Now this is Thursday and I had to call then 50 times today to make sure they at least pick my call once. And after so much of calling, I have been handed over half of my stuff and that too I have to go to the airport to pick. And even now, after 5 days, one of my baggage is still not being traced. I have been told again that they are not sure where my baggage is.
Lost baggage, abusing staff, that’s something you don’t expect from a responsible and big airline like China Southern.
Hope some action should be taken against the people who have caused all the troubles (Ashwani, Naveen, Pooja, Puneet from the airport staff at Delhi International Airport – Terminal 3).
Highly dissapointed with your service. It’s very unfortunate that my relatives booked a flight wirh your airlines to fly from Sweden to Melbourne. They missed their flight due to denial of visa, as I tried to enquire about new flights, your service agent had no care in the world and could not even provide the details of the next possible flight. She claimed that she couldn’t find one, how do you not know when the next available flight is it YOUR the airline? I’ve been traveling back and fourth and never will I even consider china southern airlines. Worst service. Don’t even bother people, they are just money hungry. They don’t care about you.
I bought an urgent ticket for my best friend on Christmas eve 2016 paying huge extras since he needed to go to Bangladesh badly!! We had 2 bags of 23 kgs .. sorry 1 cardboard box was nearly 25 kg weight and at the check in 5 rude chinese attendants made my friend’s bag re done for 23 kg for maximum weight and told us to leave our box in a corner of the check in area. It seemed fishy … then the next day my friend landed bangladesh and after waiting for 3 hrs found that the 2nd bag/box has never been sent to the same flight .. I strongly believe that was intentional !! BD Airport told him to pick up the box next day when it arrives next day !! Poor friend lives 7 hrs drive away from BD Airport. His younger brother came next day 26th Dec to pick the delayed box. .. after waiting for 5 hrs he finally found the box ….alas..the box was ripped and cut from below …!! After opening the box at the airport 40% goods were missing !! There was $700 AUD worth of cosmetics/ perfume & chocolates missing. We asked Airport authority &they said to ask China southern airlines Authority. We called them 100 times. ..but no answer… now who is gonna be responsible for the missing items !! I think china southern airline is not an international class airline … it was my friend’s first time travel with them ..I will never ever travel & recommend any known to travel this airline!
If some rating less than one star can be given, i would give that.My girlfriend is coming back from canada after 2 years. She had a ticket but they didnt let her check in. She had noone for helping her out and noone even listened to her complaint. Later on when online complaint was submitted,they send her mail apologising and asking her to board a flight after two days. And again she went to airport and is being told that her flight is after two days. This is really ridiculous service they are providing. Use any airline except this one I would suggest.
My wife is in Guangzhou. Her teen son was to fly from Virginia to Guangzhou, bought the ticket with China Southern Air. Once in New York her son tried to check in on time and was told they resold his ticket to someone else. This happened to 6 other teens as well going to China on the same flight. My wife spent all night trying to reach anyone to help and could not for many hours. Finally talked to someone who told her she had to pay another $1000+. Finally she got ahold of a manager in the China office that helped without charging her more after along time of arguing. This is the worst company we have ever dealt with and will never use them again. They need to lose more customers before they stop this predatory practice. They have lost us for good and we will warn everyone we know not to use them.
I have used your airline on the 13/12 for a flight from Sydney to Guangzhou and then to Kathmandu. My suitcase got lost somewhere along the way and to this day was not found. Hours on the phone with your offices either in China, Nepal and Sydney did not resolve the issue. Emails went back worth and forward but with no luck.
Your company customer service is shocking and doesn’t suit or reflect an airline of your capacity .
I think a month is long enough time for your company to solve the issue or compensate me for my loses.
I travelled from Delhi to Melbourne on 2nd December 2016 by China Southern airlines CZ3028. There was fog in Delhi so the flight was delayed for 3 hours. Finally when we boarded the flight , the flight took off after 60 mins after boarding and the flight crew didn’t asked us anything to eat and drink. It was very frustrating as the flight was already delayed for 3 hours and then waiting in the airplane made my health really worse.
I was so hungry and was feeling sick. After the flight took off they started serving us the food. While booking the tickets I confirmed my meal as Veg Hindu meal but they were not able to provide me that as well which made the conditions more worse. After reaching Guangzhou as I missed the connecting flight the airline provide me a hotel. The visa, security check and luggage collection took around 5 hours and by the time I reached hotel, I had only 2 hours to sleep.There was no food provided and no help from the hotel guys as well. There was a communication problem and they were not able to speak and understand English. I paid for my food everywhere. In next 2 hour the bus came to take us back to airport. After that I took the Melbourne flight. This was my horrible experience with China southern. They have the worst customer service.
I was not able to sleep for 24 hours , no food provided in the trip . I had to spend heaps of money during this journey.
I was denied a boarding pass to my flight because the itinerary was purchased with the name Bill, which is an abbreviation for William. In order to change the itinerary name to match my passport I was told to contact my travel agent. After contacting my travel agent there response directed me back to South China Airlines to make the name correction because 3 hours prior to boarding the travel agent no longer has possession of the booking the airline does. So
either party is providing a remedy to correct some text on the ticket. My girlfriend boarded the flight and I was turned away with no solution to allow me to board the aircraft.
The worst travelling experience ever and the staff is so careless that there is no one to sought out my problem. I myself was travelling from Fuyang to Bangkok with one halt at Guangzhau on 6 November Flight No CZ3035 connecting flight no CZ6916 same airline but I don’t get my luggage at Bangkok airport which was earlier told at Fuyang airport at the Time of boarding by the attendant of china Southern airlines that I will get my luggage directly at Bangkok airport but I didn’t get the luggage yet.
And I am in touch with the airline helpline number but there is no one to look up into the matter and I lost all my important document and stuffs and the staff is not cooperatives in any manner.
Seriously this is the worst airline to travel with guys never choose this airline as you might be the next one in trouble.
My case No – F1611070012578
Please try to resolve my problem and try to find my Luggage ASAP. In huge trouble seriously I lost the trust in your airline and will never ever travel again with your airline.
If you care about your customers and want work with customer retention policies then please get this case solved because this will badly shrink your image.
Worst Claim department and customer service I have ever seen. My Senior citizen parents have traveled through the China Southern from New Delhi to Los Angeles on 23rd June and at their arrival they found their bags completely cut off. I have been chasing with the claim department for almost 4 months now and they are so unresponsive, unaccountable that they have not confirmed me the refund yet. This is one of the worst airlines and I won’t recommend anybody to travel through this. I recommend strict action against them.
Absolute rude and shocking behaviour at the check in counter in Melbourne on 28/10/2016 at 10:00pm. The lady was so unprofessional and aggressive to an extent that she called me a “Terror”. Her name is JingJang ( or something similar). When I requested to speak to the duty Manager, had to wait for 20 mins even when he was not busy with anything. I could see him sitting in his cubicle. When he came they both started interacting in a language other than English, which was very rude.
My boyfriend and I travelled to Perth from London via Guangzhou on 20th May 2016.
We planned it so we would land in Perth on my birthday however when we arrived at LGW we were waiting to board to be told it was delayed and we would be updated in 10mins. 40+ minutes later we were told we were delayed and they would update us. 1hr and 10mins later we were told it was cancelled due to a technical fault.
We were then told buses would be available to take us to hotels for us to stay in if we collect our bags and head to bus 17. There was 300-400 passengers and they had one bus waiting. We eventually get to our hotel at 2.30am to be told the flight would be rescheduled the next day.
When we got back to the airport about 9.15am we were told we would have to fly via a different airline so we booked in to Qatar airways who were brilliant and we arrived in Perth 6pm Sunday 22nd May – 12 hours later than originally planned and therefore spent most of my birthday in the air.
When we got home from our trip we put in a complaint about the poor communication and cancellation of our flight in June, we had one correspondence asking for specific details of flights which we replied with, we then escalated and escalated and have NOT heard anything back and we are now in October!
Really, really bad and rude service! My flight from Diqing Xianggelila to Chongqing on October 14th was cancelled and the direct flight changed to 15th. But as I had a connecting flight to Finland on 15th early morning, they had to fly me through Kunming so the 1,5-hour direct flight turned into more than 7 hours of flying and waiting at the airports (at the time of writing haven’t done the flights yet so might turn out even longer with delayed flights). And I was informed that ANY sort of compensation, even a free drink, is against their RULES!!!!! Really rude service on the phone and they declined to file an official complaint!!!
I am writing to express my disappointment with China Southern Airlines
while I was checking in all my luggage to fly on 08/09/2016 Ticket:
7849156570213 Booking ref. 3FQZZ3.
I was carrying below items which I wanted to checked in.
– A TV properly packed – weight 13 kg approx.
– A Bag – weight 22 kg approx.
– A box – weight 3 kg approx.
I was also carrying a hand luggage with me – Weight approx. 6-7 Kg.
I waited a lengthy time (more than an hour and half) behind the line
to go to a Check in Officer (Name Unknown).
She wanted to know how many checked in luggage I have. I advised as per above.
She checked in my TV and bag. The bag has gone through the belt as
normally and she requested me to put the TV in to blue cage where all
fragile items go to. All the bags are tagged in by the check in
officer and I was given back my Passport, boarding pass and receipt
for the luggage and TV etc. However She advised she was unable to
check in the box unit in the belt as Chain Airlines does not allow
more than 2 checked in luggage and I have to carry it in my hand. I
was requesting her to put this one also as a checked in item otherwise
I will be bothered as I had 3 hours transit time in Ghunghu airport.
At that point I also advised her that I need to claim GST from TRS for
the TV. She told me I need to get the clearance from the TRS office
downstairs. Then she take off all the Check in tag on the TV and
advised me to go to downstairs to do this first and come back straight
to her so that she could check it in again.
I went downstairs to TRS office and came back to the same lady (check
in officer).
She again checked in the TV Unit and advised to put this with other
fragile item into the blue cage. Again she returned my my passport,
boarding passes, receipts for the check in items back to me.
I was still requesting her to put the box with the check in items as I
have less weight then the limit and I did not know that China southern
airlines does not allow more than 2 check in units otherwise I would
split the items with other 2 bags.
I told her that I am sad as she did not allow my box unit as a check in item.
She got angry on me, told me she is sad too and can I put all my carry
on begs to weigh up include the camera and that box which earlier she
told me to carry with me. Altogether the weight came up 11 kg
approx…
Then she told me I have over weight and I have to pay for the extra
weights. She took me to the Service desk and advised I have
overweight.
I spoke to a Supervisor. She notice the TV unit on my side which I had
not put to the blue cage yet. She advised it is ok for overweight on
my hand luggage but I need to pay $200.00 for TV unit. I told her TV
has already been checked in and the Check in Officer did not ask me
for any extra money.
She then said she (Check in Officer) made a mistake and apologies for
that but I need to pay. I told her the TV unit has been checked in and
I am not prepared to pay her $200.00 for this. The Supervisor was very
unhelpful, repeating the same thing again and again, raised the voice
over me few times, showed me the attitude and told me to shut up etc.
I then refused to speak to her and wanted to speak to her manager.
Her manger came up and do not hear anything at all from me and jump to
the decision that I have to pay $200.00. I refused to pay and said I
would like to speak to her manager. Then she called her manager on her
mobile. She (manager) then ignoring me pretending to speaking on the
mobile with the manager. I am not sure what was the conversations were
between her and her Manager. She then come back to me advised they are
going to close the service within 10 minutes and I have to take my
decision if I want to fly or not. I was also advised if I don’t give
them the decision they will take my beg out from the belt and I might
miss my flight. I told the manager I wants to speak to her manager
directly before come to any decision. I was advise I am unable to do
so.
I was going to see a relative who is seriously ill and in the
hospital. I have no other choice without pay $200.00 and to catch my
flight.
I have no other choice without pay $200.00 and to catch my flight. I
was going to see a relative who is seriously ill and in the hospital.
I was stressed and they gave me more stress at that time which affect
me mentally and I had to see a doctor.
As per the above situation, I believe the your officers are very rude,
injustice and trapped me in to pay $200.00.
I want this issue to be reviewed as per Australian Customer Service
standard. If i do not hear within 7 days, I will take the matter
further to the Australian Fair and Trading and to Airline customer
advocate.
I am writing to express my disappointment with China Southern Airlines
while I was checking in all my luggage to fly on 08/09/2016 Ticket:
7849156570213 Booking ref. 3FQZZ3.
I was carrying below items which I wanted to checked in.
– A TV properly packed – weight 13 kg approx.
– A Bag – weight 22 kg approx.
– A box – weight 3 kg approx.
I was also carrying a hand luggage with me – Weight approx. 6-7 Kg.
I waited a lengthy time (more than an hour and half) behind the line
to go to a Check in Officer (Name Unknown).
She wanted to know how many checked in luggage I have. I advised as per above.
She checked in my TV and bag. The bag has gone through the belt as
normally and she requested me to put the TV in to blue cage where all
fragile items go to. All the bags are tagged in by the check in
officer and I was given back my Passport, boarding pass and receipt
for the luggage and TV etc. However She advised she was unable to
check in the box unit in the belt as Chain Airlines does not allow
more than 2 checked in luggage and I have to carry it in my hand. I
was requesting her to put this one also as a checked in item otherwise
I will be bothered as I had 3 hours transit time in Ghunghu airport.
At that point I also advised her that I need to claim GST from TRS for
the TV. She told me I need to get the clearance from the TRS office
downstairs. Then she take off all the Check in tag on the TV and
advised me to go to downstairs to do this first and come back straight
to her so that she could check it in again.
I went downstairs to TRS office and came back to the same lady (check
in officer).
She again checked in the TV Unit and advised to put this with other
fragile item into the blue cage. Again she returned my my passport,
boarding passes, receipts for the check in items back to me.
I was still requesting her to put the box with the check in items as I
have less weight then the limit and I did not know that China southern
airlines does not allow more than 2 check in units otherwise I would
split the items with other 2 bags.
I told her that I am sad as she did not allow my box unit as a check in item.
She got angry on me, told me she is sad too and can I put all my carry
on begs to weigh up include the camera and that box which earlier she
told me to carry with me. Altogether the weight came up 11 kg
approx…
Then she told me I have over weight and I have to pay for the extra
weights. She took me to the Service desk and advised I have
overweight.
I spoke to a Supervisor. She notice the TV unit on my side which I had
not put to the blue cage yet. She advised it is ok for overweight on
my hand luggage but I need to pay $200.00 for TV unit. I told her TV
has already been checked in and the Check in Officer did not ask me
for any extra money.
She then said she (Check in Officer) made a mistake and apologies for
that but I need to pay. I told her the TV unit has been checked in and
I am not prepared to pay her $200.00 for this. The Supervisor was very
unhelpful, repeating the same thing again and again, raised the voice
over me few times, showed me the attitude and told me to shut up etc.
I then refused to speak to her and wanted to speak to her manager.
Her manger came up and do not hear anything at all from me and jump to
the decision that I have to pay $200.00. I refused to pay and said I
would like to speak to her manager. Then she called her manager on her
mobile. She (manager) then ignoring me pretending to speaking on the
mobile with the manager. I am not sure what was the conversations were
between her and her Manager. She then come back to me advised they are
going to close the service within 10 minutes and I have to take my
decision if I want to fly or not. I was also advised if I don’t give
them the decision they will take my beg out from the belt and I might
miss my flight. I told the manager I wants to speak to her manager
directly before come to any decision. I was advise I am unable to do
so.
I was going to see a relative who is seriously ill and in the
hospital. I have no other choice without pay $200.00 and to catch my
flight.
I have no other choice without pay $200.00 and to catch my flight. I
was going to see a relative who is seriously ill and in the hospital.
I was stressed and they gave me more stress at that time which affect
me mentally and I had to see a doctor.
As per the above situation, I believe the your officers are very rude,
injustice and trapped me in to pay $200.00.
Hi
I was trying to book a ticket online, I tried it so many times but the payment wouldn’t go through, then I have to call up your office in Sydney to get it paid over the phone they told me I have to pay for extra 20 dollars. That’s fine . After that when I check my bank account, another 20 dollars was charged without explanation. When I called up your service officer Goldie Gao told me because I paid by credit card that’s why. But she didn’t advice me over the phone by the way I paid by debit card , her shocking attitudes is really upsetting. Her email is not nice neither. I understand she confirmed with me in writing ask me to agree to book the ticket just to cover herself. However should you not correct your online payment system and quality of customer service ?
An upset customer
I am appending below the facts (& nothing less or More) which I am going through since 23rd of June 2016 2.25 months have passed – in repeated emails to you.
1) Two of our Baggages did not arrive at New Delhi Airport During our flight from Los Angeles USA(LAX) to New Delhi (DEL) Via. Baiyun Airport Guangzhou China (CAN) – Flight No: CZ328 Departure Los Angeles 21-06-2016 2350Hrs & Connecting CZ3027 – Arrival Delhi 23 June 2016 1050Hrs. Passenger 1: Chohan/ Pritpal Singh E-Ticket No.: 784-7793734490 & Passenger 2: Kaur/Daljit E- Ticket No: 784-7793734491
2) Baggage No: CZ 801203 & CZ 972838 were delivered 60 Hours late on 25-06-2016 to us in our home town Ludhiana Punjab India by Mr. Nishant Tiwari of United Worldwide Express – All evidences sent to you
3) In this whole process my Sony Handycam Flash Memory Camcorder was robbed out of my baggage which was cut open for the same – On the spot evidence sent to you.
4) Robbing of goods from travelers baggage (after scanning bags by Airport staff) has become a routine affair & passengers are made to suffer for no fault of theirs – after that their plea is not listened to – saying that the weight of the bag was OK – how can you detect a 200 – 300 grams handy cam weight difference.
I have yet to receive any follow up with regards to China Southern Airlines Complaint No（F1608160011160）.
I am a passenger who was scheduled to board Scoot TZ127 on the 12th Aug at 0345h from Guangzhou Baiyun Int’l Airport.
I arrived on a transfer flight with China Southern Airlines CZ3708 from Jinan to Guangzhou on the 12th Aug. Because of the delay by China Southern Airlines, I ended up at the Guangzhou Airport much later than i should have.
I was at the counter J for check-in by 2.50am sharp. I was informed that it was closed and refused any assistance of any kind. I missed my flight with Scoot TZ127 to Singapore.
The staff informed me to liaise with China Southern Airlines Supervisor who should arrange for a flight for me to get back.
To make matters worse, I was very ill that day and there was no assistance. The staff at the information counter sent me on a goose chase to find the Supervisor of China Southern Airlines. Finally I was informed to wait till 5am for the counters to be opened. So I waited and to be honest I still received zero customer service when the counters opened. In the end, I was forced to purchase another ticket from China Southern Airlines CZ353 for the 08.40am flight, costing USD241.59 to make my way back to Singapore. I waited at the airport from 2.50am and left Guangzhou after 1pm in the afternoon because of further delay by the airline.
I arrived in Singapore on the 12th Aug at 6pm! Being a vegetarian, I had not eaten or drank anything for 24hrs. Onboard the flight, all I could take was few sips of hot water for my bad cough.
It took me two days to recuperate. It’s totally unbelievable that our Singapore Airport serves as a model of service excellence and yet Singaporeans are subjected to abysmal (in fact no) customer service experience when we travel. This simply is not good enough!
I am terribly upset and it has left a very bitter experience. To make matters worse, i receive an email on the 16th August with the complaint No but i have yet to hear from anyone ever since.
I do hope to hear from someone from China Southern Airlines who will uphold their concept of “ Customers come first, and pursuit of excellence”.
I booked my flight from DXB to Bangkok and I got email confirmation. However I got email from customer service that my ticket has been cancelled because of system error and my full money will be refunded.
I called several times and sent emails, however no reply from CS. I made several calls (international number) to customer care and every time they told me that someone will call me back and i did not get any call.
Very bad customer service. I am not sure if i will get my money back, however now I am going to pay more to book same route with different airline as its close to my travelling dates.
We travelled from Delhi to Sydney via Guangzhou airport and checked in 2 bags. But never received 1 bag. We lodged a complaint at the Sydney airport. Ref no. Sydcz14756. It’s been more than 24 hours and we have not heard back from the team. The complaint no. Shared is also incorrect. We have no way of tracking. The whole incident has been very frustrating and harassing.
Very poor customer service. I recently booked a ticket with the airline through an agent. The agent was not helpful at all. Their tone is very unprofessional and services incomplete. I asked the agent to give the ticket details for future changes, but the call center wouldn’t budge. I have not flown your airline, but so far bad experience.
My Mother Krishna Mathur book ref no.: NV5S3Y commenced her journey from New Delhi to Melbourne on 21st Aug2016. night and received no wheelchair assistance after mentioning/printed on ticket as well as confirming over the phone. On her request for wheelchair when she arrived at delhi check in counter they mentioned they were not informed about wheelchair, similarly at other airports. Hoping to get assistance she carried cabin trolley baggage or else she travels light…..she dragged baggage on every airport leading to terrible muscular injuries in her arm and feet.
On top of all this..we requested veg meal from guangzhou to melbourne..they had no veg meal to offer.
The whole journey was a nightmare.
CZ 3590
Original flight was cancelled by China Southern. Airline sent a text message in Chinese. Phoned 95539 for help. Operator 6304 refused to help. Said only 4:30 flight was available to switch to. Supervisor 7327 said the same thing. I was really upset and angry at such low customer service.
I went to airport at 7am and purchased new flight for 1300rmb as I had just lost 12000 points from China Southern cancelling their own flight.
I also had to pay excess luggage fees. 2 days later I flew CZ6083 from Shenzhen to Bangkok. Check-in was rude and wont even say hello. Arrogant girl. She refused to check in my luggage. Supervisor came. Was lso arrogant and unhelpful. I asked for rules to be shown on this ticket as they claimed it was over weight. They could not show me anything concrete, only rules on different tickets.
I transferred weight to my other bag and they did not re-check in the bags. I contacted consumer hotline and they didnt understand my English or Chinese. A case of them not wanting to help. The supervisor put me on hold and refused to give me a case number for my complaint.
Boarded flight. On take off air crew sat in business class and was playing with his phone. Food was disgusting. No special boarding pass for arrival at Bangkok.
Plane was dirty and business class seats are over 20 years old and broken.
It seems China Southern staff are proud to wear the uniform and show off their tags, but they lack any politeness, courtesy or professionalism. I have flown with China Southern for 10 years. In the last 4 flights the service was terrible, the business lounges outdated and disgusting. A total waste of money and always a bad experience.
My wife travelled from Perth Western Australia to Nanning with a connection in Guangzhou on CZ3296 20/08/2016 to Nanning, this flight showed a 3 hour delay, then a 7 hour delay and finally a 8 hour delay, no reason for this delay was given, which is not acceptable. I did learn later that my wife was given a room in the airport hotel to be able to have a shower and a sleep, no food was provided at all. We always appear to have delays in China on the domestic side, it happens all the time, I know things happen to delay aircraft however no reason was given at all from the airline which is bad PR. This needs to be addressed.
Read many good feedbacks about how Southern China had improved its service. Travelled from Melbourne to Guangzhou and Guangzhou to Kathmandu on 18/8/2016 with my mother. Everything went smooth until the very end. All of our luggage were left behind in transit at Guangzhou. Now we are informed that our luggage will arrive only on 20/8/2016 which is very inconvenient because we are not locals from Kathmandu and we had our domestic flight tickets pre-booked for 19/8/2016 which is too late for refund, thus losing money. Now we will have to stay in a hotel in Kathmandu unnecessarily. Same thing happened to my father 2 months ago when he travelled from Australia to Nepal. Usually i travel with Thai airlines and this never happened with them. I don’t see myself travelling with Southern China again. But yes they had good flight crew and good food. Thank you.
I have been following up with CSAIR team through case# F1607040005043 over one month. And there has been no action, no word of confirmation as to what is being done by them – even after several follow ups. My parents (senior citizens) have traveled on June 23rd through this flight and out of 4 of their bags 2 were torn off and cannot be used any further. All their luggage was spread across the floor at the airport.The airline wont escalate this issue and expedite the claim process.
On Aug 3, flight CZ307 from Guangzhou to Amsterdam (Schiphol) was delayed by 125 minutes. At arrival in Schiphol, her next connecting flight CZ7821 was yet to depart but Mrs Sett was refused at the gate! She had had to wait the next flight Amsterdam-Brussels. Finally she arrived at Brussels Airport 5 hours later than scheduled! The taxi we paid to pick up her in Brussels had wait 5 more hours than normal and we paid a supplement of 250 euros! And on top of that she didn’t receive her luggage at arrival! She only received it 48 hours after arrival. It’s not serious, really. We’ll nevermore travel with China Southern Airlines.
I recently booked a ticket online from china southern airline website. By mistake while filling up the information I forgot to change the nationality and document issuing country, I realized my mistake as soon as I got the ticket in my email. I tried to contact the customer care multiple times but every time my call was on hold for almost an hour without any response. If this is the usual scenario with your customer care, I am afraid to book my ticket with your airline next time.
We traveled from Urumqi to Islamabad on 30th July 2016 on flight CZ6007. After boarding at the security entrance, the officer retained my one bag with her and said that they will send me this bag on next flight. My bag was plastic trolley bag and color is silver. I tried reaching customer service on same, no response. I am still waiting to know when the airline will send me the bag to Islamabad airport.
I traveled China Southern from Sydney to New Delhi, India in December, while my return from Delhi to Sydney my daughter’s stroller was misplaced and my suitcases were badly damaged. Till date I have not heard anything from either China Southern on lost baggage. I am trying to get the stroller back or a refund. I returned Sydney on 7-Jan-2016 and today is 21-July-2016 I haven’t heard anything from anywhere.
I am a regular passenger of your airline since 2012. I oftenly travel round trip from Delhi to Guangzhou. Today in the morning at Guangzhou airport I was supposed to catch CZ3027 at 07:30. My seat number was R38B. In spite of being a frequent traveller of your highly reputed airlines it took almost one hour at boarding counter. Sometimes they say flight is overbooked, sometimes they say flight status is not available and that is why they can not issue boarding pass, on the other hand I confirmed my ticket on phone. After long discussion they issued me boarding pass but I did not get my luggage at Delhi airport as your company staff did not load on flight. All my necessary items and clothes were in my luggage for that I have to purchase clothes worth 145USD due to negligence of your staff. When I said these to your counter at Delhi they did not respond and remained indifferent.
It was a bad experience of mine and I did not expect this kind of unprofessionalism from your airline. I have to spend 145USD just because of mistakes of your employees.
I was incredibly dissatisfied with the service. I had a flight from Kunming to Guangzhou July 13th. I arrived 2 hours before the flight at the counter to purchase the ticket at 1100 RMB with a man in formal attire who input my reservation in the system. 8:20pm flight CZ3488. I went to get my cash withdrawal since they don’t accept visa or USD and was told just to come back to the counter and I’d be set to go with plenty of time to board. After 15 minutes, I couldn’t find the man at the counter and had to wait in line for 15 minutes until I spoke to someone else. I told him he just had to look me up. I even wrote which flight and showed it to him with my Google translate from English to Mandarin. He ignored me and kept looking busy making phone calls and talking to other people. Then it became an emergency to leave since I had 40 minutes left to boarding. He then booked the wrong ticket which would’ve made me late to my next flight, which was international. He then had the audacity to tell me I had to pay more for HIS mistake and since I was pressured for time I threw money at him to fix it. He asked for 1360 and I gave him plenty to cover it. But he demanded I pay more so I didn’t argue as I was distressed about missing my flight and gave him an extra 300…that’s 1600 rmb for a flight that was originally 1100 rmb 30 minutes ago. This is horrible customer service.
On 02/11/2015 I booked two return journey tickets for self and wife for Delhi to Sydney through an Indian travel agent to travel on 19th March 2016 from Delhi to Sydney and return on 10/08/2016 in China Southern flight with stopover at Guangzhou. On 19/06/2016 I requested your Indian Agent to extend my return journey date to 11/03/2017, to my surprise travel agent informed that I have to pay penalty of Rs 46000/- per passenger for extension of date. I was shocked to hear that instead of charging nominal amount of INR2000/-as shown in your website for extension of date I am being asked to pay the huge amount INR 92000/- equivalent to the cost of one side journey from Sydney to Delhi and that too the duration flight journey of 39 hours instead of 15 hours as was mentioned in the booking tickets. I got return tickets cancelled on 20/06/16 due to long duration of 39 hours journey. Total INR 29282/- was credited to our bank account on 11/07/16.
I sent email to your office in New Delhi as to why only 50% of our return journey has been refunded and requested to clarify the reason under what policy such huge amount has been deducted when we have paid INR 52005/-per side. Instead of giving the suitable reason they insisted to get the clarification from travel agent.
Deeply disappointed with your airline facilities and communication strategies. You have a website giving out details of the number of cancelled/delayed flight but nowhere does it say what the solution to it is. Flight from London to Guangzhou on 12th July was cancelled leaving passengers stranded at Heathrow airport for close to a day. There were no arrangements made for their accommodation or lounge. The reason was stated to technical failure and required a day to fix.
This was first experience for my family n friends with the airline and hands down, the last one. Absolutely unapologetic and irresponsible behavior. No communication was made for passengers having another transfer flight after Guangzhou which implies another added hours of waiting, starving, suffering.
I’ve checked in in Washington DC on the 4th July via Virgin America check in counter and was told that my luggage will be checked in all the way through Singapore but it didn’t arrive at all.
Made several calls back in the States to check status of my luggage but China Southern US line 888 338 8988 is selling insurance throughout. Finally, I managed to contact Virgin America in DC and was informed that my luggage was checked and delivered from IAD to LAX and it seems that it was not loaded to my flight back to Singapore.
Also, China Southern website is always unavailable to check in online using our E ticket number and now unable to file lost and found online. The website is never able to do proper online services, it sucks!
I’m still waiting to contact China Southern to trace my lost luggage!!!
I purchased a ticket for Flight CZ 3175 scheduled on 22 June 2016 (Ticket Number 7842266813895) and was travelling with my business partner. The plane was due to depart at 6:05pm on 22 June 2016. However, the flight was cancelled.
I reached Pudong Airport at 2:30pm and only managed to reschedule my new flight (CZ380) at 6:30pm. The airline asked us to Wassim Hotel for the night but without proper guardian. We only managed to check into Wassim Hotel in Pudung Airport at 7:30pm (you outsourced it tottally and without any CZ’s staff around) and i stored my luggage in my hotel room. We were then given a instant noodles and a hotdog for dinner. As that was insufficient, we had to have dinner outside.
When I returned to my room after dinner, I saw a stranger sitting on the bed, wearing only his undergarments. Then, I was informed that the room was “twin share” and I need to pay RMB 150 to upgrade to a single room. The “twin share” room has no privacy whatsoever. Although I had sensitive and confidential documents and laptop in my luggage, there are no safety boxes to store them. In addition, the bathroom is enclosed with see through glass. I was not informed that the room was “twin share” during the entire check in process. It was a very irresponsible arrangement which without taking consideration at all of your passenger safety and privacy, and his assets!
The most ridiculous was we requested to pay for our own breakfast in the next morning !!!
The plane we were supposed to board the following day, flight CZ0380 was again delayed. The plane was due to depart at 1:35pm but only did so at 6:10pm. Throughout the whole ordeal, information was either conveyed poorly to the customers or, in some cases, not at all.
I travelled with my daughter from DEL to SEA via CAN and LAX using your airline on 13th June 2016. As your flight from CAN to LAX (CZ 327) as delayed by well over 3 to 4 hours I missed my connection to SEA from LAX. You arranged for alternate flight which was American Airlines AA6041 next day (14 June 2016).
American Airlines charged me for my checked bags from LAX to SEA. Upon repeating that it was a connection to international flight arranged by China Southern – they simply said to contact you for any such thing. So in all I paid them USD 25 for 1 checked bag and I should be refunded for the same as it was simply not my fault.
I have been trying through your phone support but no one picks up the phone. Once I got through a rep at CAN but it was very difficult to explain.
I’m writing about the recent trip I took on China Southern Airlines. I must confess that I’m utterly disappointed with the standard of services that were provided to us on our trip. We boarded our flight from New Delhi (flight number CZ3028) on 11th June 2016. We’d requested wheelchair assistance for myself and my wife due to our troubled knees. While the wheelchair assistance service from New Delhi to Guangzhou was satisfactory, the standard of service was horrific in Guangzhou. We were supposed to take the flight number CZ381 to Brisbane on 12th June, but due to bad weather our plane landed at another airport and we and our fellow passengers missed the connecting flights. We were provided a hotel to stay in and the next flight was after 24 hours.
We could not inform my son in Australia about this since no communication was provided by the airlines staff. The irony is there is no one in China who could speak English or understand our concerns. A good Samaritan (a fellow traveller) helped us to contact my son after a lot of trouble. Secondly, we were not provided any wheelchair assistance from the time we landed in Guangzhou till the time we reached in Brisbane. We somehow managed to drag ourselves around. Despite requesting wheelchairs, the airlines staff could not understand our pleas. More annoyingly, we were made to walk for long distances from one terminal to another and also from airport to our hotel. I saw many elderly people who also had requested wheelchairs struggling badly and suffering as a result. Some were in excruciating pain. Thirdly, our luggage was handled badly. We found the bag handles come off, shockingly we found the stuff inside our bags to be wet. Since it was raining constantly in China, I assume our luggage was transferred in haste in rain, which ruined some valuables. It’s hard to believe that an international airlines wouldn’t have a rain cover. Fourthly, no assistance was provided while collecting the bags in Brisbane airport. I’ve bad knees and a troubled back which made it difficult for me to manage my luggage. It is due to these issues we’d requested assistance but it was nowhere to be found. I saw many other fellow passengers (we became friends on the way) struggling with the luggage and immigration checks despite requesting assistance and wheelchairs.
Overall, the management in China was disorganized and the standard of service poor.
My mum and I were to travel from Tianjin to Auckland on 25-26 of June. We have our check in done 14 hours prior departure. We firstly were unable to get 2 seats so we can sit together. At the same time, my travel document and cash went missing from the counter. Later as we walk through Guangzhou Airport we found our bag on the bag claim area. It should have been transferred to Auckland airport. When we went to query about same to staff, they were very rude. They even forgot to attach the red tag on the bag because of which 2 expensive jade carving was broken. This was first time I took China Southern, what a bad experience.
Flight # CZ338
We are disgusted at the attitude and unprofessional customer service of one of your male employees at Incheon Seoul International Airport (Gate 111). We approached him inquiring about the location of charging services available at the gates, only to be told in a rude and confronting manner that it was none of his business to assist this query. We do feel that this level of customer services reflects poorly upon your airline and does bitterly influence our journey. As a result, we will be informing our friends and families of this encounter, and are unlikely to use your airline for future travels.
Please contact us if you would like details regarding this employee if you are at all concerned about the quality of your customer service representatives.
I was on the flight from London Heathrow to New Baiyun on Sunday 19th June. It departed at 22:25 and the flight number was CZ304. I used my laptop at London Heathrow and it was working perfectly. I got onto the flight and a male flight attendant on the plane asked me to pass to him my rucksack which has my laptop in. He threw it in the overhead storage and when I went to retrieve it afterwards, the bag was crushed under a lot of other bags. When I reached China, the screen was completely broken and wouldn’t display anything. I feel that this was his fault for the mishandling of my bags. No matter what is in the bags, staff should handle them with respect and I saw the way it was thrown into the overhead storage.
My mother travelled in flight no. CZ327 on June 19 seat no. From Guangzhou (CAN) to LAS. We booked the ticket with veg meal. And to our utter surprise she was not offered any meal neither non veg nor veg stating that your meal is not booked. How is it possible you don’t provide a meal in such a long journey flight. On insisting by her that a meal is booked the air hostess told that she can only serve her a veg meal if something is left in vegetarian. She denied to accept the meal because of the rough words used by the air hostess. How can one say to a customer that she will be served leftovers. Then the other air hostess intervened and offered her a veg meal. Is this the kind of service you provide to the customers. This was the first time we travelled through your airline and ensure not to repeat this mistake again.
Flight no: CZ 318
Date: 08-17-2016
Ticket Number: 7844411808800
Route: Seoul – Beijing- Urumqi – Tehran
I am extremely disappointed with the service of flight. I have been the airline’s customer for about 3 years and used the services before. As I am an Iranian living in South Korea, I usually use the airline’s flights between Seoul and Tehran.
But today, I was literally forced to cancel my flight, though I was on check-in counter ready to start my journey. The problem raised when the check-in counter officer on desk B13 told me that because of my nationality, I am not allowed to have stop in Urumqi (I had two stops: one in Beijing and one in Urumqi) I explained it is impossible because my stop is a transit and I always use this route. Additionally, there is no direct flight from Seoul to Tehran, therefore, these stops are not my choice. But she refused to issue my boarding pass. As I protested, the female staff asked another staff from duty manager desk (B14). He told me that he has sent messages to authorities in Beijing Airport and they said that I am not allowed to have stop in China because of my nationality. When I asked them what can I do, they gave me a number belonging to airline office in China to call myself and ask if I am allowed to fly with this airline. Then I called with my own phone, The staff in China office were not sure though. They asked me to call Embassy and if I was not allowed to have stop in China, I could ask for refund. Of course, I needed to pay 75 $ for cancelling or 200$ for changing my flight date. I told them that I am missing my flight within one hour and it is not easy to get answer from Embassy in this time of day. By the way, I was indirectly forced to cancel my flight because of this problem.
I don’t live in Seoul. I had traveled to Seoul, Gimpo airport for my flight. Therefore, I paid some expenses to travel again and came back to my home in Daejeon. I also need to pay a lot of money for talking about 40 minutes on phone from Gimpo Airport to China office.
When I arrived home, I checked the website and found this quote on the website: “No visa is required for foreigners who hold tickets to the final destination and have booked seats on international airlines, ships, trains transiting directly through China, and will stay for less than 24 hours and do not leave the specified transit area”.
Traveling with China Southern this time was extremely disappointing and seems a wrong decision for the future.
Flight no: CZ 359
Baggage Tag No: 152550
I am extremely disappointed with the service of your flight.
My luggage was checked by the airlines and my power backups were held back and I am asked to collect them from the airlines separately. I understand and respect the policies of the airlines and have completely no objection for keeping back the power backups.
The matter of my concern is the way my luggage was manhandled. As I was traveling from South Korea I was carrying certain sealed cosmetic products where were found leaking damaging many items in the bag, many of the gift items that I bought for my family and friends are damaged beyond repair. The handle of my trolley luggage bag has become useless as it is broken as well.
This kind of carelessness from the side of your staff is certainly unacceptable and enough to tarnish the image of the airlines. I wish to ask who will bear the expenses of my damage as there are many things that one cannot put price to.
Traveling with China Southern this time was extremely disappointing and seems a wrong decision for the future.
I took the transfer flight from Guangzhou to Beijing (flight CZ3161) on 13th June 2016 which had huge delay. Instead of 08:00pm it departed at 01:40am on the 14th June.
I understand that due to the weather situation is was not possible to fly and I appreciate the decision to hold back all flights. What I cannot understand is that the personnel working at the airport (for instance the duty division D11-D13) could not speak English and help us with any of our questions. I met people that were waiting that day already for 14 hours for their flight – me on the other hand, I landed in Guangzhou from Kuala Lumpur the same day and the flight was only 30 mins delay, which is why I could not understand why the Austrians had to wait 14 hours.
As I had a business meeting in Beijing this morning, it was important for me to get on that plane IN TIME. I was not offered help to refund my ticket or get my luggage back. Also, we had the impression that the flight was delayed hour by hour with big possibility for a whole cancelation. It was not transparent for us to understand when the flight will depart. The digital display at some point did not update itself any more. So, it showed a departure time for Beijing at 22.50 – even AFTER it was actually 22.50.
Once we boarded 23:40, we were sitting 2 more hours in the plane until we flew at 01:40 am. Again here, nobody was really transparent of the crew. We didn’t know why we were waiting and for how long. We weren’t served any drinks in those 2 hours of waiting.
I heard the weather is like that usually in Guangzhou. Even more I wonder, why it was such a organisational chaos. I would have expected a bit more routine.
The result:
– almost 6 hours delay
– a sleepless night with a lot of trouble and stress
– 1x missed business meeting
– and the decision never again to transfer in Guangzhou nor China Southern Airlines.
Disgusting behaviour at Heathrow airport on Friday 20th of May 16. Rude staff and chaotic behaviour from check in team. The flight was delayed for long. The hotel that I was put in hotel was worse. There is no help from the airline of any sort.
Big airlines think they can push people around, how wrong they are.
I think I was on this same flight! Didn’t get to hotel until 2.30-3am!
I have complained too as we ended up being 12hours delayed to Perth our destination but for last 5 months have kept complaining and heard nothing at all- going to seek legal advice and go through travel insurance now!
It’s an absolutely awful experience. I changed the flight time the night before by phone and I’ve got confirmation at the time, however, they haven’t updated this info until the very last minute when I got to the airplane, and they seem not worried at all as I’m the one calling them for new reservation details. In the end, I have to push my flight back to 8 hours because there’s no empty seats in the earlier flight, which was the time I changed to and they said yes. Now I’m trapped in the airport waiting for them to do the job they have been done at least a day before. It might sound rude, but I do wish that the staff from China Southern Airline could learn more about responsibility.
Absolutely worst airline. Took 7:05pm flight, flew from Shanghai to Urumqi. The lead flight attendant reported me to the police for using phone during cruise altitude, absurd rule and laughable outside of china. Was escorted by two shady idiotic airport police men and had to pay hefty fine for violating their law. They also exaggerated on the report by saying I disturbed neighboring passengers.
I was returning back home to Arizona from Dhaka, Bangladesh. During this time I experienced a horrible, traumatic, and emotionally distressful customer service experience.
It was Sunday, June 5, 2016. My return flight was scheduled at noon by flight #CZ 392, from Dhaka to Guangzhou, China. After reported timely, I found that the flight was delayed. China Southern staff kept me waiting by giving false hopes every half-an-hour by saying that flight would be available just within 30 minutes. After 6.5 hours in this way, they finally notified me that the flight got cancelled. As for multiple reasons I had to come back on time to USA, so I even asked if I could get my luggage back so that I can fly by some other airlines on my own costs. But the station manager Taiful Islam refused to give my luggage back. This whole time the China Southern staff had been fully lack of empathy. They were lacking of proper communication, information, and were seriously lacking of customer support attributes. They asked me to come back 3am morning next day; the flight was scheduled for 5:10am. I showed up on time, but the flight got rescheduled to fly around 6:30am. But the bigger problem, the fearful and traumatic disservice just began then. They did not give me boarding pass for the flight from Guangzhou to Los Angeles. Upon repetitive requests they said that I would be okay as my information had been passed to Guangzhou station and all my connecting flights were confirmed. Dhaka Station Manager of China Southern Airlines Mr Taiful Islam personally confirmed me this information and he also confirmed that I would get a hotel at Guangzhou to stay as because there was a long 9 hours layover for the next connecting flight on that day at 9:35pm.
After I reached at Guangzhou, the staff of China Southern behaved fully strange. They said I have no booking for the connecting flights to LAX and Phoenix. They showed an attitude of complete non-cooperation. So my fear and anxiety kept increasing from this point again. Later, on my persistent challenge, they kept me waiting, but took away my passport, made me sitting down in one corner like a prisoner. I felt like captivated, with no hope when I could fly back to USA. I became emotionally distressed and extremely fearful by their behavior. I begged them multiple times to help me and said otherwise I would lose my job. Finally they said I am on a stand-by list for the flight at 9:30pm. But I knew it was a false hope. They promised a 4 hours window of time to confirm me, and still kept me sitting, same captivated way in same area, with no hotel, no foods, no drinks, and no bathroom access provided. At one point I was going to use the near-by staff’s bathroom, but the security personnel yelled at me rudely and did not let me use bathroom.
It needs to be mentioned here that I made this entire trip with a heavy heart, as my own younger brother just suddenly passed away only three days ago. I was still grieving. This hostile customer service and fear of complete uncertainty led me to an unbearable emotional distress. I started crying helplessly and they saw it. At one stage, I said that I was not feeling good, I felt like I would pass out, and they did not offer me any assistance. I asked for some food and drinks. I was extremely hungry and I was not allowed to move to buy some food. They offered me food with pork in it, I refused it as I am a Muslim and do not eat pork. They offered me no other food then and just gave a bottle of water. They were rude, totally lack of empathy; they provided misinformation, and kept me in enormous trauma constantly. Finally right half an hour before the 9:30pm flight, they let me know that there was no seat. Then they offered me a flight for Guangzhou to New York JFK to Phoenix. They told me that I could have no other choice. Otherwise I had to be waiting for the next day 9:30pm flight which was not even confirmed and it just had to be stand-by only. So finally I flew to JFK and then to Phoenix. I reached to my destination 36 hours later than my original schedule was. That had made me go through a nightmare stand of more than 60 hours total. It caused me missing 2 days of work, some urgent appointments, and an immeasurable anxiety, trauma, emotional distress, misbehavior, misleading misinformation, and a tremendous amount of fear. This total mess impacted me with huge psychological trauma. That is still haunting me everyday in many different ways.
I recently flew with your airline from Brisbane to Delhi. When I got to the hotel and opened my luggage all my clothing was wet and the luggage was badly damaged. All the internal protection was shattered badly. I had to end up throwing the luggage away. I reported this at the check in, in Delhi on my return flight and they were not at all interested or helpful. They did not even want to really look at the photos I had taken of the damaged luggage. It was really disappointing.
We had a confirmed itinerary from MNL flight number CZ 398 June 5 at 17:35 to LAX CZ327. Unfortunately, the plane from Guangzhou has been delayed for almost two hours, when we reached Guangzhou the airline representative did not even tell us what’s going on instead she just gives us hotel voucher and told us our flight will be the night of the following day. We were shocked and cannot believe this was happening. It is very uncomfortable for us to stay in a hotel without any extra clothes and also it is inconvenient that they won’t give you any option. If we’ve been told that we cannot make the connecting flight, we could manage our flight and will not waste our precious 24 hours. It would be nice if the airline can inform passenger what’s going on to avoid surprises.
Recently I flew with your airline from Vancouver to Dhaka. I was really happy with your service from Vancouver to Guangzhou. But really disappointed with your service from Guangzhou to Dhaka.
Toilet was really dirty and there was no hand washing soap in the wash room. One of your employee was really rude to fellow passenger which I didn’t expect from a four star airline’s employees.
Your employees also failed to hand out immigration landing forms to all passengers. We had to fill them up after landing in Dhaka. It was not convenient for passengers.
I don’t know whether it is your company policy to treat passengers traveling to poorer countries as 3rd class passengers and provide bad service. On the other hand, provide good service to North American customers. If that is your policy hope you will change this and provide better service to all of your customers regardless where they are flying to.