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“Lost Luggage and Horrendous Customer Service Experience”
Review of China Southern Airlines


Reviewed 12 June 2024

Horrendous experience, luggage was lost for a first trip to Europe of 2 weeks; and China Southern advised us they would find the luggage and send it to us. We spent hours following this up but the requests to find the luggage were falling on deaf ears. We were told to keep receipts and buy clothes, medication and so on for the trip which we did. Finally, the luggage was returned the day before we returned to Australia and we submitted the receipts as advised. China Southern didn't contact us, we proactively had to follow up and then spent weeks trying to get action from them with reimbursement. We signed a bunch of forms which they then asked us to sign again in a different currency, then signed a provided form stating that we would be reimbursed (not compensated we are just asking for actual costs of clothing and medication and sanitary items) and they advised us to expect payment within 3 weeks. After a few days past 3 weeks we wrote to them and followed up as payment hadn't been received. They wrote stating that they had changed their mind, and would pay less but not all the money. However, they haven't paid less, or anything at all, and have now stopped replying to us. We have written over 55 emails to customer service who provide useless and largely AI-written responses that take nothing of the facts into account and keep saying to be patient and wait on the baggage area that have clearly washed their hands of us not wanting to take responsibility for the costs they caused by delaying the baggage return. We have also written now to many corporate arms of the business but to this date, have not received any sensible replies, explanations, apologies or money - not the actual amount we are due as reimbursement nor the lesser amount which is approximately 50% of the actual costs. We are always polite, kind and clear and would hate to see any vulnerable or elderly person going through this awful service experience. Basically, just ignoring us and hoping we go away instead of doing the right thing?

Date of travel: February 2024
    • Seat comfort
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1  Thank Pippa B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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19 - 23 of 5,099 reviews

Reviewed 12 June 2024

Was a bit hesitant choosing China Southern due to reading all the mixed reviews however my partner & I decided to still go ahead considering the great price. Everything was above every expectation from the food to the service. We had a 10hr layover in Guangzhou which was a worry however if you go to the China Southern Business lounge on arrival you can pay to enter. It cost us $150 AUD (each) for 8hrs of use which was all inclusive. Food, Drinks, showers etc. Everything was top class. Arrived in Amsterdam on time no delays. We are actually so happy we chose China Southern. Saved an easy $1000 each compared to the other airlines.

Date of travel: June 2024
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    • Value for money
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Thank Milos P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 11 June 2024

CHINA SOUTHERN is the most pathetic and Genuine Third Class Airlines. Stay Away!!!!

We were travelling to Asia from Australia and the entire journey had been really frustrating. China southern airlines don't provide assistance in situations like sudden cancellation of flight. We tried to reached out to service team at the airport office and the China southern online support to see if they can help or assist. Nobody actually there to help the customers.

We have wastes a whole day and our little 2 year old son got serious sick because of all the hassle we had to deal with.

Absolutely hopeless service!!!!!

Date of travel: April 2024
1  Thank Ocean N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 9 June 2024

First time on China Southern London to Manila via Guangdong, London flight to Guangdong was on a Dreamliner 787. Service was good and Flight Attendants were very attentive, food was better than average and much better than Etihad my previous airline of choice. Entertainment system had good a range of Hollywood films in English, the amenity kit for the 11 hour night flight was good.

The transfer was smooth at Guangdong and this is a nice airport with a few shops and reasonable priced places to eat plus an out of the way Starbucks.

Small plane A320 for onward journey to Manila but just over 2 hours, both flights departed and arrived on time, no issues with checked luggage.

Given price this was great value for money and actually a better experience than travelling with Etihad.

Date of travel: June 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank KevinLondon
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 7 June 2024

Another fantastic flight with China Southern, I couldn’t fault them, great meals, service, very clean 787 plane . And I can take 46kgs in economy…for the price better than Singapore Airlines..

Date of travel: June 2024
Thank Kim B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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