China Southern review by Natalia Sorvanova

I want to share my extremely frustrating experience with China Southern Airlines regarding pet transportation. Before purchasing my ticket, I contacted the airline to confirm whether I could check in my small dog (a 7 kg Jack Russell Terrier) on my flight from Hong Kong. The airline clearly stated that pet check-in was allowed, so I proceeded to buy my ticket. However, when I later requested to reserve a space for my pet, the airline suddenly changed its position and informed me that pet check-in is not allowed on flights from Hong Kong. When I pointed out their previous confirmation, they ignored my concerns, repeated generic responses, and refused to take any responsibility for the misinformation they provided. This situation is unacceptable. I bought my ticket based on their confirmation, and now I am left with no options. They refuse to offer any solution, alternative flight, or refund. This feels like intentional misleading of customers, and their lack of accountability is shocking. I believe it is important to share this case to warn other passengers about China Southern Airlines' unreliable communication, misleading information, and poor customer service.