✅ Verified Review
| Wenzhou to New York via Guangzhou. My review is based on airline's last minute cancellation and rebook experience. The agent was rude and unprofessional. I was in the airport trying to work with China Southern Airlines agent to rebook my ticket and understand why they refuse to rebook my flight. According to their policy, even though they can see you in their system and I have an eTicket on hand, and holding a passport to verify, they still won't rebook because my passport info is not pre-entered in their system. I don't understand the logic, so asked if there's another way to resolve the issue, since I booked through online and it's 5am USA time and I may not be able to contact the travel agent. The China Southern Airline agent started to scream at me saying 'I already told you this! This is our policy, it's not China Southern Airlines fault that we can't help you!' I asked him to calm down. After our initial conversation, he refused to speak to me again, but all I wanted is to work out a solution. Later on I was able to contact my online travel agent, had them manually enter my passport info. My travel agent was trying to re-book via online, but the airline didn't even disclose why the flight was cancelled so they couldn't help me. So I had to go back to the China Southern Airlines agent, he again said the name is not entered correctly and demand me to call my travel agent again. The fact is he didn't know how to read the name properly. In western culture, we put first name first, then last. In eastern culture, it's the opposite. He didn't apologize or anything. I asked to be booked at the earliest flight back to the States. He end up giving me 9+hrs layover. I later found out there was an earlier flight, which only has 3+hrs layover. I asked them to change the flight, but they refuse to do so, and there was no compensation for all the headaches caused. It could of been a much smoother process. I travel often, unfortunately this was the worst experience ever.