CHINA SOUTHERN AIRLINES  Customer Reviews and Passenger Trip Reports

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CHINA SOUTHERN AIRLINES customer review :  2 August 2009 : by L Cheung   (USA)

I booked my flight couple months prior to our trip to Guilin. I booked the roundtrip tickets through China Southern reservation agent. A couple weeks before the departure, the flight time changed twice. There was no problems going to Guilin since the flight was operating by CS affiliate. On the day that we were leaving Guilin, we got a call three hrs prior the flight time, and told us the flight was cancelled. No reason given. I asked the customer service agent over the phone if we can get a flight on alternate carrier, they said no and they would not provide any compensation for us even for the extra night of lodging. The next night, we got our boarding passes. While at the gate, I was denied to enter the plane due to some kind of technical errors with my seat. My wife was with me, and she was OK to board. Waited about 30 min or so, they finally put me at the business class section. And later, the crew supervisor told me that I would not get any services for the business class. I wasn't expecting to, but the tone of the voice not too friendly.

CHINA SOUTHERN AIRLINES customer review :  28 July 2009 : by V Agarwal   (UK)

PEK-WUH. A modern 737-800, a 90 minute flight in economy we were given a hot meal and two drinks rounds. Wuhan airport was modern and spacious and by the time we got to the baggage belt our bags had arrived.

CHINA SOUTHERN AIRLINES customer review :  14 July 2009 : by P Devine  (Australia)

Flew China Southern to Guangzhou from Amsterdam. Problem first started when I was told I could check online for flight, but was refused Amsterdam-Guangzhou (even though it was 24hours before flight). Ended up sitting in middle seat (which was broken, tv broken, armrest broken). I felt unwell during the flight and stayed awake. The only positive thing was the food, though ravioli unusual for breakfast. If you where Dutch or Chinese the language was ok, but for the many other nationalities onboard, we could not understand the announcements which caused friction at Beijing.

CHINA SOUTHERN AIRLINES customer review :  18 June 2009 : by Andy Jackson  (Australia)

Shanghai - Guangzhou. Appalling service. Flight was initially delayed 30 minutes before being allowed to board. After being seated waited another hour before an announcement that we would be taking off in 30 minutes. Still hadn't left after 3 hours. Were told by cabin staff we could get off and a China Eastern flight would be available at no cost. Spoke to a CE rep before getting off who said that wasn't the case, we'd have to pay. Eventually took off 4.5 hours later. Advised cabin crew we had an international connecting flight and they said we would be able to catch it and there would be someone waiting to take us when we landed. After landing waited another 30 minutes for the door to be opened. Were allowed off first to find no-one waiting and all the other passengers disembarked and left before us; we missed our connecting flight. Were told the next available was in 3 days' time and they would put us up in a hotel till then and pay for that and meals, but no phone calls. Will never use China Southern again.

CHINA SOUTHERN AIRLINES customer review :  1 June 2009 : by D Rader

China Southern is the Worst in Skyteam. I am a Delta Platinum and Skyteam Elite Plus traveler. China Southern always denies me lounge access when flying from Guangzhou although both their and Delta's websites clearly state that lounge access is a benefit. When flying from other cities I am granted access to the lounges.

CHINA SOUTHERN AIRLINES customer review :  1 June 2009 : by D Zander

Sydney-Guangzhou return Economy Class. The plane was new and neat and quite empty which allowed for seat changes if you were cramped. Checkin at Sydney was easy. The food from Sydney to Guangzhou was basic but pleasant. My only complaint was that drink service was very infrequent. The staff can be quite abrupt - they can speak very basic English so you can communicate if necessary. The inflight entertainment is poor. All subtitled Chinese movies and no personal screens so only one choice of channel. The checkin CAN to SYD was excellent, no line and easy to navigate. The airport at CAN is new and clean. The food SYD to CAN was pretty average - once again drink service was infrequent. My biggest complaint is the bathrooms on board, they need increased cleaning as they smell awful after a few hours in the air.

CHINA SOUTHERN AIRLINES customer review :  12 May 2009 : by K Govender

I am greatly disappointed with China Southern Airlines. I have been in contact with them for over 1 month to make a simple booking of a flight from Incheon to Beijing and have had endless problems. Firstly they refused to accept my credit card, when I tried to call them, I did not get thro. Then when I finally get a hold of them - the agent after making me wait on the line for 38 minutes (international call, very expensive) tells me to send an e-mail to him. So I do, then I send thro an authorisation form as per their request and still no booking. Then they ask me to do a deposit and they give me the banking details - so I do a deposit and to this day they have not located my money, yet I have sent thro' copies of my deposit slip several times. No Booking, no money, No assistance from the hotline, no answers to my e- mails. Basically I think they are rogues who have stolen my money and refuse to admit it.

CHINA SOUTHERN AIRLINES customer review :  12 March 2009 : by R McCarthy

CAN-PVG Economy Class. My first flight with China Southern was quite disappointing. The airline really lacks a customer focus. From the time I checked in (after paying 30 RMB for the priority service), I experienced the raw end of their customer front. From being told that my luggage was too heavy (oddly the exact same luggage and weight as I'd used on flights with Air China and China Eastern with no problem) and that I'd either have to pay 150 RMB for excess luggage charges or carry one piece on board. I find this logic maddening - the weight is the same whether it's in the hold or carried on board. The lounge at Baiyun Airport is quite tatty (considering Guangzhou is the airline's hub, I expected something much nicer). Boarding was delayed and no announcement or monitor update was made. When boarding was finally announced, we ended up spending 15 minutes on the transit bus waiting to be taken to go to our plane. They crammed in the entire flight into one bus and I swear there wasn't room for one more person! They also crammed large segments of the flight together and left it up to passengers to move to the ample free seats. Service on board was okay - a hot dish was served with a mandarin, it was okay. At any rate, I won't be rushing to fly China Southern again!

CHINA SOUTHERN AIRLINES customer review :  9 February 2009 : by L Dong

SHA to SYX via CAN, HAK back to SHA via CAN. We were notified about the change of the later segment of our transfer flight one week in advance and warned there was not enough time for the transfer. They offered to help us change the flight to next morning and we were offered one night's free stay in Guangzhou at a four-star hotel, with hotel and airport transfer and breakfast coupons. Almost all my 4 flight segments were perfect - food tasty and was even available on a 50-minute short-haul flight; plenty of drink choices; flight attendants amiable, helpful and professional. FA English skills qualified.

CHINA SOUTHERN AIRLINES customer review :  13 January 2009 : by M Mazzarella

I flew from Florida to LA to board China Southern. When I reached LA there was no one at the counter at all. Unbeknown to my husband and me, China Southern had cancelled our flight and rescheduled for the following evening. They also rescheduled our return. I had to change my connecting flight from Guangzhou to my destination at my own expense. I also had to change my return connecting flight on Continental Airlines also at my own expense. I could not get reimbursed for the additional expense they put us through even though I spent a great deal of time trying to do so. When I arrived back home, I again called China Southern with all the documentation and they would not budge on my additional expense and the one day lost on my vacation due to their cancellation. Many other passengers were also not notified of the cancellation which we met up with in LA.

CHINA SOUTHERN AIRLINES customer review :  11 December 2008 : by G Rosa

Fuzhou to Guangzhuo, reasonable fare. Flight on time. Airplane clean and new, standard seat pitch, meal and drinks essential but good quality. Staff polite and very friendly. Announcements in English reasonably well spoken. Overall a little bit above chinese standard.

CHINA SOUTHERN AIRLINES customer review :  10 December 2008 : by Michael Gardiner

PEK-HKG-PEK Y A321. As a regular traveller on this route was pleasantly surprised on choosing CZ for this trip. Recent US movie was showing (rare for Chinese airlines), decent food, clean plane. One problem was that travelling with an infant was not provided with a lap belt for him. Timing good however the arrival gate at HKG was miles from immigration.