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China Southern AirlinesThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/26/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear China Airlines ticket ************* Baggage tag ********** Im contacting you because one of my bags got damaged on our last flight from CAN- MNL sector last year and its been already 8 month since i sent the information and the local baggage office wants to give ************************************************************************************************************************************* ******. My bag was almost brand new and the cost was reasonable for the size and wear and tear i submitted a receipt for ************************************************************ the bag at this point all we want is the compensation for the bag damage. We are considering to take this to small claims court since you have an address in *****************. We had a domestic connection and the flight CZ397 arrived late. The agent told us the report was not needed just to email this email with our photos and the bag could be replaced or compensation could be started. We really look forward to have an amicable solution for this issueInitial Complaint
Date:02/03/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
China Southern Airlines (CSA) is not willing to provide a full refund. I purchased an air ticket on 11/20/24 for flight from ************* to SFO to China. The DC to *** leg was Alaska Airlines. Though the whole trip from ** to SFO to China was booked through ***, CSA did not provide me an e-ticket and did not provide me the confirmation number for the Alaska Airlines leg. On 11/20, I called Alaska Airlines for confirmation number and learned that leg was not ticketed. Then, on 11/22, I called again, and they said that 48 hours had passed and *** had not ticketed that leg so it was cancelled. On the same day (11/22), I called CSA and learned that the booking I made on 11/20 was unsuccessful and they had automatically rebooked. Although on the *** website it still showed my booking as active and my paid seat as being active, on the phone they shared that there was a new booking number and my seat had been cancelled. I paid $69 for a new seat. Since *** had not ever emailed me the new booking, I asked them to email me the booking. 11/22 was the first time I got that booking by email. I immediately called Alaska Airlines so they could tell me the confirmation number for the Alaska Air leg. They told me that *** had flipped my first and last name. With all the errors by *** and the fact that they said there was no e-ticket to give me and that the website would never be updated with the new booking, I felt uncomfortable taking CSA. There was too high of a risk that I would show up at the airport and have no flight. I immediately called CSA on the same day (11/22) to cancel the booking. They would not allow me a full refund because they said it was not within 24 hours -- they are charging me $350. However, it was indeed within 24 hours of them sending me the new booking, and they have wasted me ***** hours. I am writing to ask for a full refund because I called within 2 hours of the new booking emailed me (and the old booking was never valid).Initial Complaint
Date:05/02/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to you regarding my recent booking with China Southern Airlines, reference number Go2310203008245, for a flight departing from ***** to ******* on Sunday, December 17, 2023.Beginning on October 25, 6 days after booking, I began contacting China Southern Airlines that my doctor had deemed it unsafe for me to travel, and thus, I am unable to proceed with my flight as planned.From the first time I contacted, China Southern Airlines would either tell me that I could not receive a refund, or that they would get back to me. Finally, I reached a representative on December 12, 2023, who told me since I am in *****************, I would need to email the information and the doctors note to the email address *************** 24 hours before plane departure and I would receive a full refund. I emailed this email on December 13, 2023. Despite my repeated attempts to follow up on the status of my refund, I have yet to receive any response from your end.I wish to highlight the challenges I have encountered in attempting to reach their customer service team. Not only have I faced difficulties with communication due to the necessity of contacting their China-based number from *****************, but the lack of responsiveness to my inquiries has only added to my frustration and concern.As it stands, it has been several months since my initial communication with their airline, and the lack of progress in resolving this matter is deeply disheartening. I kindly request their urgent attention to this issue and a prompt resolution in the form of the full refund promised to me.Thank you for your attention to this matter. I eagerly await your response.Business Response
Date: 05/06/2024
Thank you for bringing your concerns to our attention regarding your recent booking with China Southern Airlines and the challenges you encountered in seeking a refund.
Please be assured that we take the experience of our passengers seriously, and we deeply regret any inconvenience or frustration you have experienced throughout this process.
We have escalated your complaint to the relevant department, and they will be investigating the matter promptly. Rest assured, we are committed to resolving this issue to your satisfaction.Customer Answer
Date: 05/06/2024
Complaint: 21657092
I am rejecting this response because: While I appreciate your efforts in escalating the matter, I have not received any resolutions from the airline.
Sincerely,
***********************************Business Response
Date: 05/17/2024
Please be advised that we have already forwarded this case to the relavent department for proper handling with case reference number F2405170007035. You may close this case.
Thank you.
Initial Complaint
Date:02/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Feb 13 I purchased tickets on the China Southern Airlines website (for tickets ***-***-CAN on August 16, then CAN-***-*** on Sept 6). I paid an extra $222.80 to select specific seats. The seats (***->CAN and CAN->***) were shown to be available when I made the payment, and money (including the seat selection fee) was immediately drawn from my credit card, yet a few seconds later I got a text message saying that my seat selections failed due to "system errors" and they would refund me in a few business days. I have called their customer service number based in ********************** multiple times and no one could explain what that "system error" is and why it occurred. If I don't know what the error is, how do I know if it will happen again next time I try? How do I ever select seats on their crappy website? Their agents offered to manually select seats on their end but I would need a Chinese payment method (WeChat or Alipay), which I don't have. Their response? "We don't know. We can't help. Try again sometime." Attached is the redacted (for privacy reasons) texts from the airline. I am sure you can find my itinerary with my name and phone number. I can provide the ticket number upon request. This is ridiculous. Do they really expect me to try over and over again only to be told I couldn't reserve seats AFTER I already pay for them? Then wait a week for the refund? This is a major airline in China yet they are known for their crappy system and poor customer service.I want you to confirm the $222.80 has been refunded. I want you to explain what the error is and FIX IT!!! I want you to make it possible for me to book seats with an American credit card. If I can't, I want you to offer to book seats for me without a Chinese payment method because this is YOUR fault, not mine.Business Response
Date: 02/26/2024
We apologize for the frustration caused to the passenger. Please be advised that our website backstage management system is in China; therefore, some services may not be live and it can cause system error. Since the support is handled by China, only certain payment method can be accepted.
We sincerely appreciate the feedback and we will inform all related departments to try and optimize our website functions.
Customer Answer
Date: 02/27/2024
Complaint: 21290885
I am rejecting this response because: it's absurd that they willl gladly take your money for flight TICKETS, but refuse to let you purchase seats. If you refuse to let people buy seats, then just don't do international business! Close down the airline. Don't let people buy tickets. Shut down the website altogether if it doesn't work. Why bother?! You (CSAir) are a DISGRACE ON CHINA. Shame on you.
Sincerely,
*********Business Response
Date: 02/29/2024
Thank you for the feedback.Customer Answer
Date: 02/29/2024
Complaint: 21290885
I am rejecting this response because: Thank you for the wonderful passive aggressiveness! :-/ In addition to having the world's WORST company website, you also win the award for the WORST attitude in customer "non-service". Bravo!Sincerely,
*********Initial Complaint
Date:01/07/2023
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a refundable flights in China southern airline via Expedia.however,I missed the flight and want to cancel the flight via expedia,however,the airline just issued an airline credit to me. and i have to contact airline directly to rebook/use the credit.I want to cancel/refund the ticket please.the ticket number ************* Confirmation: 3GXG3Z contact me via email,Thanks.Business Response
Date: 02/13/2023
Dear ********************** Offier,
Sorry for replying the case late. Comlaint ***********
After we checked the ticket *************, it shown that the ticket had been refunded on Jan 12, 2023. Please kindly close the case. Thanks so much.
China Southern Airlines North America Regional ******************************************************************************************* 91748
Tel.************Customer Answer
Date: 02/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******Initial Complaint
Date:10/16/2022
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi,
I purchased a flight ticket ********** -> *** ******** from ***** Southern Airline on Aug.5, which I paid ********** And I canceled the flight ticket within ****** which I was only refunded for ********** Per my understanding, for all flights to/from *** canceled within ****** customers can get a full refund. However, I contacted ***** in email, they did not respond to my request for a full refund.Business Response
Date: 11/08/2022
Business Response /* (1000, 8, 2022/11/02) */
We have contacted customer, also sent an email.
Consumer Response /* (2000, 10, 2022/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
By checking my bank transaction history, seemed the refund was posted on 10/24. However, my only concern is that I did not receive an official confirmation from CSAir regarding my refund request - I did receive a call from the customer support on 11/4, from which I was told to redirect my complain to a different number.
As of now, I assume CSAir has completed the desired solution for my case, and hence I will mark "yes" indicating that I accept the response from the company.
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