I have a family memberΒ that was originally supposed to return to China for family matters on Oct 22nd. Due to the complicated situation surrounding COVID19, we have verified multiple times with Guangzhou customs and Chinese Embassy that the Visa currently active on her passport (after going through quarantine rules of Guangzhou) is allowedΒ to re-enter China Guangzhou.
However China Southern Airlines chose to ignore this and stopped her from boarding the plane. Not only that, the airline decided to go onto the plane and find another passenger that is already seated with the same Visa and remove her from the flight.
At the time both passengers provided all proof and communication that shows they are allowed to enter China, but China Southern Airlines chose to ignore and follow their own rules to deny them access to the plane.
We have once again confirmed with Guangzhou customs and Chinese Embassy that their Visa is valid and can enter China, but China Southern Airlines continue to ignore everything. Both passengers are currently not able to return to China to urgently visit family members.
Airline company refuses to refund their tickets after denying them from entering the flight and expects them to purchase another ticket and try their luck again at the gate. According to them they will "Call customs when we're there and see how things go".
She is currently stuck in Canada on her own dime, does anyone have any ideas how we can get this issue resolved? Even if we buy another ticket ourself, we aren't confident that China Southern Airlines will let her on the flight.
How big of a hit do you think Ebolaβ’ panic driven travel restrictions will do to southern China's largest airline during peak travel season for the Chinese. Going for $25 2/21 tomorrow morning. Rate my autism.
Friend booked ticket (Guangzhou to Auckland months ago through Chinese travel agency. Due to new travel restrictions he must come home asap (his flight on 16th is probably going to get cancelled aswell). Cannot contact travel agency anymore ever since CNY. Cannot change ticket online (do not have log in). CSAIR phone line unresponsive.
A few weeks ago I made a May booking for a multi city going from NYC to Bali, Indonesia then Bangkok back to NYC on China Southern Airlines using my Chase UR points. It would have been fine except the flights had a short layover in Guangzhou China each way. On Feb 2nd, Indonesia released a travel ban for anyone who has been in China in the last 14 days. Since then, I've been trying to call Chase and try to cancel the flight because there is a high chance that I would be rejected from entering Indonesia if they uphold the travel ban in May. Up until a few hours ago, the agents went to the China Southern website and could not find any policy updates so they could not give me the refund.
Just now, I was able to find a China Southern policy post that describes my situation: https://global.csair.com/US/GB/GYNH/NEWC?NEWS_CATEGORY=596&SELECTED_NEWS_ID=news20200211 and after showing that to the agent, she was able to cancel the reservation and refund me all the points.
Lesson learned: Have the exact airline policy page in front of you and direct your customer service agent when trying to change your flights. The agents are not going to be familiar with every rule and policy that gets posted to all the airlines' websites, so it is much easier if you can show them where the relevant rule is.
Now I just need to figure out how to get my Singapore airlines miles back for the Bali to Singapore to Vietnam flight.
I have heard bad things about China Southern in general but donβt know what their business class is like.
