China Southern Airlines Complaint

[beachproperty]

I have  just flown China Southern Airlines to the USA (SFO). My luggage was lost for 3 days AND I had to spend the night in the Airport in China because my spouse is Thai (Couldn't get a 24 hr visa). I am trying (by email) to file a complaint but have been TOTALLY ignored. Has anyone else had this problem? If not , who did you email or deal with?

Edited September 7, 2017 by beachproperty

[keithpa]

What is your complaint? Lost luggage, common, you got it back. Visa is immigration matter.

Edited September 7, 2017 by keithpa

[pgrahmm]

They passed me through for the 2nd leg but put my Thai wife on hold - me in China, her on the inbound terminal side.... With a short layover period to deal with....

They kept telling me to go to the departure gate & wait but I stayed nearby and asking....

Finally, told them cancel my visa & let me get back inside with my wife - after some back & forth they did.....They said it was because we were not issued 2nd leg boarding passes at BKK (even though we asked for them)....

Once an immigration official took our passports & ticket documents to the CS counter an airline employee came running back & guided is through some back hallways to the departure gate....

There was the real possibility that I might have ended up at our forward destination (Paris) while my wife was still in a holding area awaiting release.....

Two causes:

Immigration following their guidelines - can't fault that AND they were courteous enough to listen and help within their laws.

 

CS's refusal to issue the 2nd leg's boarding passes created the boondoggle.....

 

I have no doubt that if I hadn't made my situation/presence felt it would have been a lot worse of a hassle....

 

CS did respond once the situation was forced to their attention, we barely made it on board.....

 

[beachproperty]

44 minutes ago, keithpa said:

What is your complaint? Lost luggage, common, you got it back. Visa is immigration matter.

My complaint is "WHO do you complain to?"....Customer service is ignoring my complaint...delayed luggage ...I had to buy $500 worth of clothes as my bag was lost for 3 days....DID NOT KNOW I WOULD GET IT BACK.

Edited September 7, 2017 by beachproperty

[impulse]

Let it go and keep your sanity.  

 

Even if they had lost your bag, the Chinese airline T&C's limit their liability to a few $$ per kg.  And in their mind, you bought stuff.  You kept it.  No loss there.

 

You're never going to get "satisfaction" and the process of getting whatever you do will just pile on the irritation.

 

If you payed for enhanced insurance when you bought your tickets, you may get something.  But it won't come from the airline.

 

[beachproperty]

10 minutes ago, impulse said:

Let it go and keep your sanity.  

 

Even if they had lost your bag, the Chinese airline T&C's limit their liability to a few $$ per kg.  And in their mind, you bought stuff.  You kept it.  No loss there.

 

You're never going to get "satisfaction" and the process of getting whatever you do will just pile on the irritation.

 

If you payed for enhanced insurance when you bought your tickets, you may get something.  But it won't come from the airline.

 

Good point! Its only been a week but the many emails I have sent have gone unanswered. .....so ....I guess I'll leave with that.

Thanks for the good advice. I guess I just needed to hear someone say it.

[Ricardo]

You might consider relieving-your-stress by posting something on airlinequality ?

 

http://www.airlinequality.com/airline-reviews/china-southern-airlines/

[beachproperty]

50 minutes ago, Ricardo said:

You might consider relieving-your-stress by posting something on airlinequality ?

 

http://www.airlinequality.com/airline-reviews/china-southern-airlines/

Thanks .....I will do!

[SheungWan]

If one does look at Airlinequality.com, China Southern scores much much better than either Air China or China Eastern.

[Gruff]

On 9/7/2017 at 7:40 AM, pgrahmm said:

They passed me through for the 2nd leg but put my Thai wife on hold - me in China, her on the inbound terminal side.... With a short layover period to deal with....

They kept telling me to go to the departure gate & wait but I stayed nearby and asking....

Finally, told them cancel my visa & let me get back inside with my wife - after some back & forth they did.....They said it was because we were not issued 2nd leg boarding passes at BKK (even though we asked for them)....

Once an immigration official took our passports & ticket documents to the CS counter an airline employee came running back & guided is through some back hallways to the departure gate....

There was the real possibility that I might have ended up at our forward destination (Paris) while my wife was still in a holding area awaiting release.....

Two causes:

Immigration following their guidelines - can't fault that AND they were courteous enough to listen and help within their laws.

 

CS's refusal to issue the 2nd leg's boarding passes created the boondoggle.....

 

I have no doubt that if I hadn't made my situation/presence felt it would have been a lot worse of a hassle....

 

CS did respond once the situation was forced to their attention, we barely made it on board.....

 

Not directly related i know but I am interested as to how you got through to 2nd leg and your wife didn't when neither of you had boardng passes for the 2nd leg! I thought immigration always want to see a boarding pass so it seems like the mistake was immigration (not CS) overlooking that you did not have a boarding pass. I presume this happened at Guangzhou.

 

Very recently the same happened to me with Oman Air in Dubai though. Only gave me the boarding pass for Dubai /Muscat but not the 2nd leg to Manila, no explanation was offered. Turned out to be no issue as the 2nd leg boarding pass was waiting for me at Muscat at the Oman Air desk as had been correctly advised by Dubai check in staff.

[Aussieroaming]

1 hour ago, Gruff said:

Not directly related i know but I am interested as to how you got through to 2nd leg and your wife didn't when neither of you had boardng passes for the 2nd leg! I thought immigration always want to see a boarding pass so it seems like the mistake was immigration (not CS) overlooking that you did not have a boarding pass. I presume this happened at Guangzhou.

 

Very recently the same happened to me with Oman Air in Dubai though. Only gave me the boarding pass for Dubai /Muscat but not the 2nd leg to Manila, no explanation was offered. Turned out to be no issue as the 2nd leg boarding pass was waiting for me at Muscat at the Oman Air desk as had been correctly advised by Dubai check in staff.

Was OP flying on the second leg with China Southern or another airline? I flew CS once in business class and it was dismal, mind you I had just stepped off of an Emirates first class flight so I was a bit soft after that one.

[pgrahmm]

1 hour ago, Gruff said:

Not directly related i know but I am interested as to how you got through to 2nd leg and your wife didn't when neither of you had boardng passes for the 2nd leg! I thought immigration always want to see a boarding pass so it seems like the mistake was immigration (not CS) overlooking that you did not have a boarding pass. I presume this happened at Guangzhou.

 

Very recently the same happened to me with Oman Air in Dubai though. Only gave me the boarding pass for Dubai /Muscat but not the 2nd leg to Manila, no explanation was offered. Turned out to be no issue as the 2nd leg boarding pass was waiting for me at Muscat at the Oman Air desk as had been correctly advised by Dubai check in staff.

Yes, neither of us had 2nd leg boarding passes....Apparently US citizens have more freedom to roam about freely than do Thai citizens....At least in China's perspective - possibly I'd be easier to spot if out and about.....

It's not lIke people are trying to land rush into China....

[Aussieroaming]

4 hours ago, pgrahmm said:

Yes, neither of us had 2nd leg boarding passes....Apparently US citizens have more freedom to roam about freely than do Thai citizens....At least in China's perspective - possibly I'd be easier to spot if out and about.....

It's not lIke people are trying to land rush into China....

I stood in a queue for about 2 hours to get through immigration when i went through in a foreigner line that was massive, so they were rushing in that day. The airport was chaotic, bloody nightmare actually.