4.3/10

    From 105 passenger reviews

    Luke

    from Australia - September 8, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    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.

    Toine

    from Netherlands - May 26, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Worst Airline experience and total lack of customer service.
    Only a few weeks before we left China Southern changed our booking to Guangzhou-Hangzhou with only 1.40 hours between flights at Guangzhou. With the holidays booked we had no choice but to accept the change.
    Arrival at Guangzhou: no one waiting to help us (promised in Melbourne). Rushed everywhere, but arrived at the gate only 1 minute!!! after closing. The airplan had not even closed the door. But no effort from the personnel to try to give help getting us on board. Closed is closed.
    As we had done everything we could we expected China Southern to change our tickets so we could get home. Being sent from one desk to another the only answer we got was that flights were on time and they had no influence on immigration for the time they take. No new tickets to get home, and the way we were treated was terrible.
    After 3 hours of discussions we had to buy new tickets to get home!
    At home we complained again at the customer service, but again the same answer.
    This airline is a disgrace!

    Amanda

    from Thailand - December 7, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Out of the 75+ times I’ve flown this was the worst experience I have ever had with an airline. After two weeks in Thailand we arrived at Phuket airport at 2AM only to find out our flight was cancelled. Not a big deal – the airline representative quickly rebooked us for a flight on a different airline and sent us to a hotel for a couple hours of sleep. When we arrived back at the airport at 9AM, we were told we didn’t have tickets and were sent to information, where we were told the airline representative never booked us those flights because she said they were full and instead booked us for one at midnight that night – in 15 hours. Information confirmed that the flight was in fact NOT full, but couldn’t make any changes since the airline themselves had to make them. So – for 3 hours – until the flight we wanted to be on took off – we tried to contact China Southern Airlines but they would not answer their phones. We tried calling other airports, but their China Southern staff said they wouldn’t help us. We tried the hotline, who said all they could do was write a report. Needless to say we missed that flight and it wasn’t until 5PM that a China Southern Airlines Rep showed up. When we explained the situation they were cold and unapologetic, refused to upgrade our flight or even let us pay to upgrade our flight, and didn’t even offer meal vouchers. We argued with her for 20 minutes before walking about. Overall it took almost 48 hours for us to get home and we had the worst customer service experience you could ever imagine. Never flying with them again.

    Brett

    from - October 25, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I was flying from Melbourne to Guangzhou through China Southern.I have to take next flight from there. I used to fly through Singapore Airlines generally but this was second time I have visited through China southern as my friend was also flying through same flight. I carry same baggage in all airlines and no one has objected but China Southern start measure dimensions of BOOK IN luggage.They said SUM of LENGTH + WIDTH + HEIGHT should not more than 158 cm irrespective of weight. If dimensions are more than 158 then they charge $200.I felt they want to charge $200 by any means. Ground staff did not co operate as well and nobody was ready to listen to me. Be careful with baggage in China Southern Airlines otherwise you have to pay extra at the time of check in.

    Cajus

    from - September 10, 2018

    Flew Economy Class

    Overall Score

    2/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    We had flight from Guangzhou to Amsterdam. It starts already at the check-in, we were two adults and one child, they placed us in different rows although there was enough space in the plane. Then during starting a chinese Lady was still using her mobile phone, we informed a Stewardess, but she did nothing. The food and beverage service is not better, the wine was reallly bad quality and the quantity you get is maybe 0,05l, actually nothing. The western breakfast was finished after one third of the plane was served,… I try China Southern from time to time and hope there service becomes better, but each time I’m disappointed. Actually there planes are quite new and there flight schedule is also good, but the service is a big problem.

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