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Zero customer service
Have a flight booked with China Southern next week. The route has not flown now for 2 months due to the corona virus; however, they refuse to cancel the ticket without a huge surcharge and have recently become uncontactable. They also ignore emails. Not good enough and should be banned from flying into Australia.
I was finally contacted by the airline, told I’d received a full refund and to contact my agent to receive it. Wish me luck with that.
Also, I recommend that anyone considering using this airline read the 5 start reviews properly. They are all written in the same style and are all new reviewers who have never reviewed anything else. Point made.
They are impossible to contact
I have a flight book on this airline to travel from Ho Chi Minh City to Guangzhou on the 5th March 2020, on flight Number CZ8194. I would never use this airline again. I have tried all the numbers in Australia and overseas, including their so-called overseas hotline, in order to obtain a refund for my ticket because I cancelled my trip because of the coronavirus. They are impossible to contact; I have waste hours doing so. They do not even reply to emails. So do not waste your time and money.
- Verified customer
I flied between Frankfurt and Darmstadt, 10-11 h, once per year. The flight was very comfort. The staff is very friendly and helpful. The food and the multimedia are fine.
- Verified customer
Kind and patient service even in this special novel coronavirus outbreak period
I am living in Germany and very often fly from Changsha to Frankfurt with China Southern which is a direct flight. This is definitely a good choice and service is always very good. Cabin service has been reduced in my recent return flight to Germany, but I am still touched by the patient and kind explanation that flight attendant has provided. I am grateful that they still fly in spite of the risk they are facing.
My wife and I have travelled often to Europe over the past 30 years, by a wide number of widely "recognised" carriers - invariably in economy as fares are excessive. For our 50th wedding anniversary, and coincidentally my 180 birthday, it was decided that we would up our game to business class. The most affordable airline was China Southern, as yet untied by us.
We were very impressed with the cost, the staff, club lounges, and time keeping. Our experience was nothing short of excellent. To the team of CZ304 and 325 on 28 Jan 2020, our congratulations. To the management team, they are all doing a fine job at the coal face. WE will definitely fly China Southern when next we travel overseas.
Ben & Mairead Vernon-Rogers
Worst airline and customer service ever
Having taken a booking for flights to/from Europe from Melbourne China Southern airline proceeded to cancel 3 out of 4 of the flight legs. This resulted in changing flights that were 24 hours (reasonably direct flights) to:
Flights 3 days different to original booking.
Unavoidable 16 hour layovers in Guangzhou making the flights about 40 hours.
When we speak to customer service (and try to raise a complaint about all this to try and get it sorted) we are told to "read the website and send a complaint email". But all our emails go ignored and t...he booking agent refuse to help as its now a dispute between us and the airline. China Souther refuse to offer a refund - despite this being illegal in Australia, and refuse to even discuss compensation and/or re-routing us on other airlines since there are "no partner airline alternatives". Luckily I have one last card to play: bank chargeback as we paid on credit card - thank goodness!
Worst customer service
It is one of the worst experience ever. Very rude staff. The customer service is worst. I would never take this airlines.i would rate 0 star if there was one.
Excellent Services, Awesome Staff
This is really a long overdue review. Last year in May, I went to Beijing to visit my mother. The connection flight from Beijing to Guangzhou was delayed which has caused me missed my flight from Guangzhou back to Melbourne.
The team leader (Ms Wang Dan) on the Beijing to GuangZhou flight was so wonderful. She made sure that everything worked well for me and ensure that I stayed at the nearby hotel for my early morning connection flight. Wonderful lady, thank you so much Ms Wang.
Nothing special unfortunately
I was expecting a much better experience. The flight was delayed which is never a good start and when I got on the plane there was a horrible smell. The cost was cheap but I expected a more comfy seat for what I paid.
- Verified customer
Flying from Guangzhou to Sydney traveling with my husband and son in business class, service was excellent, especially the crew was serving us was very patient and kind, she noticed that I am pregnant, so she kindly provide some warm water and hot milk for me which is very impress me, food was good, my husband really enjoyed it. I am traveling with China southern airline very often, I am strongly recommend this airline to everyone.
Spreading of germs
On Business Lounge. There should be notices at the Water Fountain that customers should use a cup to transfer water to their bottles to safeguard touching the tip of the water machine, instead of placing the bottle to outlets.
Not bad for the airfare i paid
Flew from Melbourne to europe with china southern in june 2019 and to my surprise csa was not bad at all. Service was good overall. The only problem was some of their staff cudnt understand english properly. Other than that we had no issues at all. Food was ok. Coffee was good. Over all not a bad airline.
Nightmare from China Southern Airline Wheelchair Service
On 28th of October 2019, an 80 years old passenger, Ms. So boarded the CZ 326 flight from Sydney to Guangzhou. China Southern arranged a wheelchair service to accommodate her when leaving the cabin upon arrival at Guangzhou Baiyun airport at 18:40. They organised a male attendee to push the wheelchair, however after pushing 3 steps from the cabin gate, the staff left without notifying Ms. So. She was neglected for a long time and during this period she felt the wheelchair slowly sliding backwards which caused Ms. So to panic. She immediately at...tempted to leave the wheelchair, however slipped in the process. Her head hit the arm of the wheelchair, which caused her body to rebound off the chair and her head once again hit the floor. In addition to the head injury there was a deep cut on her arm where blood would not stop bleeding. This severe fall and blood loss immediately made Ms. So to feel faint and dizzy. Fortunately, a few passengers saw this accident and immediately rushed to Ms. So and carried her to customs. Please be advised that during the time of the accident there were no staffs that assisted Ms. So or provided appropriate first aid. I am extremely disappointed with the service and the lack of responsibility of China Southern Airline and Guangzhou Airport have shown during the cause of events, as this could have been a life-threatening situation for an elderly. I am shocked to know why the staffs did not send the injured to the hospital first especially when an elderly is involved. Many hours were wasted within the restricted zone when they let Mandarin speaking staffs took turns asking Ms. So about the accident which she had already made it clear that she did not understand as she only understands Cantonese. The staffs did not take the initiative to summon a Cantonese-speaking staff to assist Ms. So. During this time, no treatment, no assistance within the restricted area was provided as well until a CZ326 passenger who took the same flight, told China Southern airline and airport staffs to quickly notify and meet up the person waiting for Ms. So in the waiting area. Upon request, the staff then accompanied Ms. So to the hospital to have a checkup (Her blood pressure rose to 222) and treatment until midnight. Provided that Guangzhou Airport is an international Gateway with many foreigners traveling, I am highly disappointed with the service the staff members had shown. 1. The airline and airport staff was unprofessional and neglected their duties.
- Verified customer
Recommended! Perfect service.
I flied CZ308 on 10th Oct. 2019 Thanks to very helpful staff, their name is Zhu Chen and Deng Jie. Their spoken English is probably the best I have ever heard. Very patient and helpful. It is my first time to sit in economy class, No big.differences between business class. Top level service. First time to take China Southern to Guangzhou, truly beyond my expectation. Recommended!
This is a nice trip
I fly CZ617from Guangzhou to Christchurch on 4/10/2019.it's my second time to take China Southern airlines business class.The staff in this company are very enthusiastic. The flight attendant would help me stow my luggage and take photos. The food was delicious.
The reviewer stated that an incentive was offered for this review
In the business class of South China Airlines, I fly to Brisbane from China to see my son. The nine-hour trip was a pleasure. Food is good, service is best。
Book online and fly from Melbourne to Guangzhou! The cabin environment is clean and sanitary. The high-quality service and friendly service attitude of the stewardesses make me feel very comfortable! The plane was bumpy and I felt airsick and sick. I am helpless, but the staff care about me and give me warm water, making me feel as warm as my family! The staff also gave great help to the mother who was alone with the child, helping her to coax the child. This is my first time on this airline! Diet advice. Chicken and rice are a little salty. In short, it was a very satisfactory flight.
- Verified customer
Wonderfull cabin crew
Booked the ticket through travel agent. And fly on CZ663 from Guangzhou to Adelaide on 11/09/2019.
It tools about 8.5H for the flight and the cabin crew provided remarkably in flight service.
I was impressed by one thing. There was a aged lady around 80 traveled by herself in seat 1G which next to me 1H. The flight attendant Miss Huang showed how pleasant and helpful she was when looked after that aged lady. It was really impressing me.
She is not only showing how professional she is, but also makes good impression for China southern airline.
Excellent every time
Flying with China Southern is always good. Have used them to Europe multiple times. Good food, excellent service. The website can be tricky, but helpful overall on the phone. Highly recommended airline.
Warning : Total rip off!!
WARNING: Do not fly China Southern Airlines. What looks cheap is cheap. My flight home was cancelled. Stuck in Shanghai needing to be back at work. Refused a substitute flight. Ended up costing me over $800 AUD which was more than the $500 AUD original return ticket. I still have not received the refund for the original cancelled flight.
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Questions & Answers
Has anyone brought an upgrade on china southern airlines for Premium Eco or Business class flying from Melbourne to Guangzhou
And what was the cost please
I brought an upgrade to premium economy on the way from Melbourne to Guangzhou was fine on the way back they sold the seats we had pre purchased to someone else and never reimbursed me after I emailed them.
Quite frankly I will never use this airline ever again.
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