China Southern review by Amanda

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.