China Southern review by Michele

I was in Bali last week while the volcano was spewing ash and airports/airlines were closing. On Dec 2nd I went to the airport for my flight leaving Denpasar at 1am Dec 3rd,Flight Number: CZ0626. There, I was told by China Southern Airlines that my flight had been cancelled, and it was up to me to make phone calls to change my flight and book a new one. I had no help from the airline and we all felt abandoned and unsafe there in Bali. When I had my travel agency call, they were told the China Southern help desk we needed to use was CLOSED and could not help, but to try to book a new flight with a different airline on our own and call back Monday to talk about getting a refund for my cancelled flight. So after I booked a flight with a different airline that was flying, we called China Southern, and they would not issue a refund! After they told us we were cancelled and could not help us, now they wont give me my money back! I am being told that some agent in Jakarta (Agent # 13553) issued me a new ticket…. but I don’t even know how this would have happened. neither me, or my agent had been informed of such a transaction. To give someone a reservation with no authority, no permission, no information, no confirmation and then when the person doesn’t know about that flight and will not be issues a refund is simply unlawful. I will never deal with this airline again. NOT ONLY were we left to fend for ourselves in an unstable natural disaster situation, but then when we do what we are told, we are lied to and wont be given our money back for a ticket me were not able to use due to the airline’s cancellation…. NOT MY CANCELLATION. A China Southern Airlines agent changed my ticket without me knowing it and now that’s all they have on record. and every phone agent I speak to tells me its my problem I missed my flight. WHAT? This airline is a scam. They will not help you when you are in danger, and then they will steal you money.