✅ Verified Review
| 7.30pm flight to JFK New York was delayed due to weather - nowhere to sit as to be expected when you cram hundreds of people into 1 holding area with a few seats. Some passengers ended up sitting on the floor, squatting or perching on low metal rails around the holding area. Minimal communication from staff as to whether we could expect to leave that night, or whether we could head back upstairs to the main area with more seats/lounges whilst waiting. Boarding finally opened at 9.30pm, 2 hours post-scheduled departure time. Terrible service from China Southern Airlines staff - minimal explanations in English regarding changes in boarding gates. Was advised to wait at gate A02 multiple times, only for us to recognise other people who had been queuing ahead of us for the same flight actually boarding at a different gate at the very last minute. Noticed a China Southern Airlines staff member holding a cardboard sign stating "New York" when the crowd finally cleared. Went to ask staff again and told "oops yes, final call at gate A05". If we hadn't been keeping an eye out for familiar faces or noticed the cardboard sign, we would've missed our flight - unbelievable in an age where most airports have electronic signs and also gate staff to make announcements. Waited onboard the plane for further 2-2.5 hours (now 12am), only to be finally told that flight was now cancelled as the plane had been struck by lightning and had sustained damage. Herded back off the flight onto buses towards the terminal where it was utter chaos as China Southern Airlines staff just stood around telling people to wait for further information. There were literally hundreds of people (from cancelled flights and also passengers waiting to board other flights) were waiting in a stuffy holding area with no food or water. Eventually a group of us demanded that we be provided with temporary accommodations and finally China Southern Airlines herded us all upstairs (for what we assumed was customs/immigrations as this was never actually explained). After waiting in line for 1.5 hours, got to the front of the immigration queue and was denied access as we hadn't gotten proper paperwork. China Southern Airlines staff literally just stood around dumbfounded, despite us explaining that we did not have proper paperwork as we were only meant to be transiting through the airport. Cue further chaos as more passengers were met with the same dilemma after lining up for 1.5-2 hours. Thankfully I am able to speak and understand some Mandarin and was able to communicate these frustrations to China Southern Airlines staff, however it then fell to me to translate for the other passengers because CSA staff could not / would not speak in English! Absolutely appalling! Ended up in a group of American, Filipino, Singaporean, Australian, Colombian passengers so that I could translate for them. After voicing our frustrations, we were finally led around a grand tour of the airport before finally getting through to the other side of immigration (and thus the temporary accommodation that had been arranged) - 3 hours after getting off the flight. Unfortunately this was not the end of our saga but that is the gist of it. Apart from the hotel, there was no provisions made for food or toiletries. Worst experience ever.
** asked FOR TICKET