Csair Reviews 10

If you booked a ticket through any other channels, do not expect that you can find it on their website.
The entire website is a total joke, consisting of rabbit holes. I tried to find my booking, at first the it shows that my ticket doesn't and entered some pages that they need me to log in Sky Pearl Membership, then I need to register and I have to enter my Gender, but there is nowhere I can enter my gender ... Then I tried to look for their "Sky Pearl Club" on Google and somehow the first link I can find is a "test" page.... And it turns out somehow we need to manually add a "784" prefix before the e-ticket number they sent us ?? I still did not find my ticket yet but I am so speechless I hope my flight actually exists.

Extremely Disappointing Handling of Lost Property
I recently travelled with China Southern Airlines (Flight CZ673, Beijing to London, 11 February 2026) and had an extremely disappointing experience regarding lost property handling.
Immediately after disembarkation, I realised I had unintentionally left a small duty-free bag containing a newly purchased perfume under my seat. I returned straight away and reported it to the supervisor while the aircraft was still on the ground.
By that time, the aircraft had already been cleaned.
Despite immediate reporting, the item was not recovered. Heathrow Lost Property confirmed that China Southern does not use the airport’s official lost property contractor, meaning any recovered items remain within the airline’s own internal handling system.
The airline later informed me that nothing was found and that passengers are responsible for their own carry-on items.
What concerns me most is not simply the loss of a £150 item, but the lack of transparency around cleaning procedures and how items reported immediately after landing are handled. No detailed explanation was provided, and no investigation outcome was shared.
For an international airline, I expected clearer processes, accountability, and customer support — especially when an item is reported immediately.
Unfortunately, this experience has left me with serious doubts about their post-flight handling procedures.
I would not choose to travel with this airline again.

Customer service is the worst one I've ever seen + the company should be sued.

updating my comment since I read other reviews : Capucine's story is the exact same one that I experienced. They did a mistake in my name, I paid 60e and cried at the airport while calling them ; no solution were offered. Then, the ticket got canceled because of the no show, and so I lost the return ticket to. No solution from the customer service and a huge amount lost. Please please please, for your well being, avoid this company.

I am writing this review to share a very disappointing experience with China Southern Airlines, not because of a single mistake, but because of a serious lack of communication, support, and willingness to find a solution.

I booked and paid for two tickets directly through China Southern Airlines’ website. My correct first name and family name were clearly indicated in the booking as the contact person and purchaser. However, upon arrival at Paris Charles de Gaulle Airport, I was denied check-in due to a name discrepancy on my ticket.

From that moment on, the situation was handled very poorly:

Airport staff did not clearly explain the available options or procedures.

No concrete solution was proposed on site, such as correcting the issue or guiding us through the proper steps.

We were not informed that failing to modify the flight before departure would automatically result in no-show fees.

We were also never informed that missing the outbound flight would lead to the automatic cancellation of the return ticket.

In an attempt to resolve the situation, we contacted China Southern Airlines’ customer service several times before departure. These international calls cost us around 100 euros, yet the information provided was vague, inconsistent, and ultimately non-conclusive. At no point were the financial or contractual consequences clearly explained.

The airport staff suggested that a solution might be possible by taking a flight the following day and advised us to contact customer service directly, as the tickets were purchased directly from the airline. We followed these instructions in good faith. Unfortunately, this only resulted in additional expenses, no solution, and the loss of both tickets. My travel companion ultimately decided not to travel as a direct consequence of this uncertainty and lack of support.

What is most disappointing is not the initial issue itself, but the absence of clear communication, coordination, and customer care at every level: online, by phone, and at the airport. At no stage did we feel accompanied or supported, nor was there any genuine attempt to find a fair solution.

I hope China Southern Airlines will take this feedback seriously and reach out to address this situation properly. I remain open to continuing my claim through customer service, provided it is handled with transparency and professionalism.

Online check in not working at LGW, COULD HAVE TOLD IN ADVANCE, NO?
The website is crap, really hard to navigate.
Selecting seats doesn't work properly.
Tried 3 times, 3 times at the last step some error, and then those seats don't seem available anymore. To the point there were no 2 seats together to sit with my husband.
In which world do you buy 2 tickets from a non low-coster and don't get to sit together if you're booking hours in advance?
Pathetic.

I wanted to fly to from London to Guangzhou for the trade fair and follow up with a brief holiday to Sydney, Australia. On most journeys BA is my default. But BA had no flights to Guangzhou. I checked a number of airlines and eventually chose this airline because it is a BA Partner. Even then, I wasn't sure what to expect. I flew economy on the 4 legs of my trip in company of my wife. Lon- Guangzhou, Guangzhou -Sydney, Sydney - Guangzhou and Guangzhou - London. Had a week gap between 1st and 2nd leg, another week gap between 2nd and third; and three days gap before the third leg and the return leg to London.
In making my assessment here, I have also taken into consideration the views expressed by my wife who was in the trips with me. The staff are extremely polite. I never saw frown or voice raised to anyone in any of my trips. They get on with their jobs with a great deal of respect for their customers and the importance of their jobs. They don't have ENGLISH LANGUAGE as mother tongue, I know. Their Language is CHINESE! I don't speak Chinese but I am flying a Chinese Airline on international route; and wouldn't expect not to be considerate in my communication. I would not suddenly expect them to be speaking with QUEEN's fluency. What I noticed is if a particular staff needs more clarity on an issue, there is someone within the crew to call, whose English goes a step higher. That I found acceptable and good practice.
The Aircraft they are flying are some of the latest deliveries of Airbus 350 and Boeing 787! The cockpit communication to the customers come with clear English interpretation. The seats in Economy are reasonably more convenient that some of the other Airlines I have flown severally in different parts of the world. The food is good and the menu has similar options as you will have in the economy of most top legacy airlines. Ticket Price? They beat other competitors hands down. So was great value for money for my trips. And certainly, would recommend.

The customer service was not satisfactory.
There was no international contact number provided, only a Chinese number, which makes it difficult to recommend for international travel.
We had reserved Halal meals, but they were not available on board, and no apology was offered for this oversight.

I had a good experience with China Southern. Flew from Australia to Europe and they even offered a stopover hotel during the 8-hour layover, which was nice. Unfortunately the booking process for it was a bit confusing, but otherwise it was good overall. Would fly with them again.

Another name same rubbish Airline with poor customer service. China Southern Airlines when uou purchase any flight ticket never expect to get your money back if cancel, read t&c carefully.