ComplaintsforChina Southern Airlines

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to you regarding my recent booking with China Southern Airlines, reference number Go2310203008245, for a flight departing from ***** to ******* on Sunday, December 17, 2023.Beginning on October 25, 6 days after booking, I began contacting China Southern Airlines that my doctor had deemed it unsafe for me to travel, and thus, I am unable to proceed with my flight as planned.From the first time I contacted, China Southern Airlines would either tell me that I could not receive a refund, or that they would get back to me. Finally, I reached a representative on December 12, 2023, who told me since I am in *****************, I would need to email the information and the doctors note to the email address *************** 24 hours before plane departure and I would receive a full refund. I emailed this email on December 13, 2023. Despite my repeated attempts to follow up on the status of my refund, I have yet to receive any response from your end.I wish to highlight the challenges I have encountered in attempting to reach their customer service team. Not only have I faced difficulties with communication due to the necessity of contacting their China-based number from *****************, but the lack of responsiveness to my inquiries has only added to my frustration and concern.As it stands, it has been several months since my initial communication with their airline, and the lack of progress in resolving this matter is deeply disheartening. I kindly request their urgent attention to this issue and a prompt resolution in the form of the full refund promised to me.Thank you for your attention to this matter. I eagerly await your response.

  Business response

  05/06/2024

  Thank you for bringing your concerns to our attention regarding your recent booking with China Southern Airlines and the challenges you encountered in seeking a refund.
  Please be assured that we take the experience of our passengers seriously, and we deeply regret any inconvenience or frustration you have experienced throughout this process.
  We have escalated your complaint to the relevant department, and they will be investigating the matter promptly. Rest assured, we are committed to resolving this issue to your satisfaction.

  Customer response

  05/06/2024

   
  Complaint: 21657092
  
  I am rejecting this response because: While I appreciate your efforts in escalating the matter, I have not received any resolutions from the airline.
  
  Sincerely,
  
  ***********************************

  Business response

  05/17/2024

  Please be advised that we have already forwarded this case to the relavent department for proper handling with case reference number F2405170007035.  You may close this case.

  Thank you.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 13 I purchased tickets on the China Southern Airlines website (for tickets ***-***-CAN on August 16, then CAN-***-*** on Sept 6). I paid an extra $222.80 to select specific seats. The seats (***->CAN and CAN->***) were shown to be available when I made the payment, and money (including the seat selection fee) was immediately drawn from my credit card, yet a few seconds later I got a text message saying that my seat selections failed due to "system errors" and they would refund me in a few business days. I have called their customer service number based in ********************** multiple times and no one could explain what that "system error" is and why it occurred. If I don't know what the error is, how do I know if it will happen again next time I try? How do I ever select seats on their crappy website? Their agents offered to manually select seats on their end but I would need a Chinese payment method (WeChat or Alipay), which I don't have. Their response? "We don't know. We can't help. Try again sometime." Attached is the redacted (for privacy reasons) texts from the airline. I am sure you can find my itinerary with my name and phone number. I can provide the ticket number upon request. This is ridiculous. Do they really expect me to try over and over again only to be told I couldn't reserve seats AFTER I already pay for them? Then wait a week for the refund? This is a major airline in China yet they are known for their crappy system and poor customer service.I want you to confirm the $222.80 has been refunded. I want you to explain what the error is and FIX IT!!! I want you to make it possible for me to book seats with an American credit card. If I can't, I want you to offer to book seats for me without a Chinese payment method because this is YOUR fault, not mine.

  Business response

  02/26/2024

  We apologize for the frustration caused to the passenger.  Please be advised that our website backstage management system is in China; therefore, some services may not be live and it can cause system error.  Since the support is handled by China, only certain payment method can be accepted.

  We sincerely appreciate the feedback and we will inform all related departments to try and optimize our website functions.
  

  Customer response

  02/27/2024

   
  Complaint: 21290885
  
  I am rejecting this response because: it's absurd that they willl gladly take your money for flight TICKETS, but refuse to let you purchase seats. If you refuse to let people buy seats, then just don't do international business! Close down the airline. Don't let people buy tickets. Shut down the website altogether if it doesn't work. Why bother?! You (CSAir) are a DISGRACE ON CHINA. Shame on you. 
  
  Sincerely,
  
  *********

  Business response

  02/29/2024

  Thank you for the feedback.

  Customer response

  02/29/2024

   
  Complaint: 21290885
  
  I am rejecting this response because: Thank you for the wonderful passive aggressiveness! :-/ In addition to having the world's WORST company website, you also win the award for the WORST attitude in customer "non-service". Bravo!

  Sincerely,
  
  *********

• Initial Complaint

  01/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a refundable flights in China southern airline via Expedia.however,I missed the flight and want to cancel the flight via expedia,however,the airline just issued an airline credit to me. and i have to contact airline directly to rebook/use the credit.I want to cancel/refund the ticket please.the ticket number ************* Confirmation: 3GXG3Z contact me via email,Thanks.

  Business response

  02/13/2023

  Dear ********************** Offier, 

  Sorry for replying the case late.  Comlaint ***********

  After we checked the ticket *************, it shown that the ticket had been refunded on Jan 12, 2023. Please kindly close the case. Thanks so much.

  China Southern Airlines North America Regional ******************************************************************************************* 91748
  Tel.************
  

  Customer response

  02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******

• Initial Complaint

  10/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi, I purchased a flight ticket ********** -> *** ******** from ***** Southern Airline on Aug.5, which I paid ********** And I canceled the flight ticket within ****** which I was only refunded for ********** Per my understanding, for all flights to/from *** canceled within ****** customers can get a full refund. However, I contacted ***** in email, they did not respond to my request for a full refund.

  Business response

  11/08/2022

  Business Response /* (1000, 8, 2022/11/02) */ We have contacted customer, also sent an email. Consumer Response /* (2000, 10, 2022/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) By checking my bank transaction history, seemed the refund was posted on 10/24. However, my only concern is that I did not receive an official confirmation from CSAir regarding my refund request - I did receive a call from the customer support on 11/4, from which I was told to redirect my complain to a different number. As of now, I assume CSAir has completed the desired solution for my case, and hence I will mark "yes" indicating that I accept the response from the company.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a plane ticket on Oct 28, 2021. It's from ****** ***** to ********* ****** with one stop via *******. In November, I found out the ******* embassy would not issue a ******** ***** ****** to any indirect flights. Without the ***** a passenger ****** board the plane. This policy has been in place since 2020. This means the airline purposely sells a flight that can never be boarded. I booked a new flight from *** ******* to ********** When I call the airline to cancel the first ticket, I was told that it's non-refundable. If I want to cancel, they charge a $**** fee. I bought the ticket for $****. The representative would not let me speak to a supervisor.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/12/03) */ We have contacted the passenger. thanks. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) A representation called while I was picking up my kid from school. I missed it. The call back number the rep left cannot get through. I did not get to talk to anyone. Business Response /* (4000, 9, 2021/12/06) */ We have contacted the passenger again. thanks. Consumer Response /* (2000, 11, 2021/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Airline refunded the ticket

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I booked a flight on November 2, 2021 and on their website it states First Name, Middle, and Last which I did put in as stated. My family is now telling me that it's supposed to be reversed, middle name goes first and then last name. EX: Jane(First Name) Doe(Middle Name) is supposed to be listed as DoeJane. I had tried contacted MULTIPLE times to see if they could possibly fix this issue, and now they're telling me I need to cancel the booking and re book and WAIT until AFTER they take their flight then will I get a refund.. makes absolutely no sense at all. If I wanted to cancel and not take the flight, that's exactly what I would've done.. I can not seem to get a hold of anybody in the Los Angeles office to see if they could help me resolve this matter. All I want is for them to help me fix the name and that is all. I am NOT asking for a refund or anything monetary related.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/03) */ we have contacted the passenger.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩