Refund and Change

Can I change tickets I have booked online?

Before the ticket is issued, passengers can cancel the original reservation record online and rebook another one.

If the ticket has been issued successfully, passengers who need to change the flight, date or cabin class can use the self-service facilities on the e-ticket website. Once the service staffs of CSN website receive the system information, they will deal with it as far as possible according to the service conditions and seat availability conditions. According to the service conditions of passengers’ airfare, passengers need to pay for the relevant changes if necessary.

Can I cancel tickets booked online? If so, how can I receive the refund?

Yes, you can submit the refund application online.

Log in to the website, and enter “Booking record” , then choose the booking record that you want to refund, and click “refund”, click “yes” to complete the refund after confirmation of the detailed booking information; cancellation charges will be deducted by CSN e-commerce in accordance with related provisions and the refund will be transferred to the original payment account of the passenger with the specific time of received payment decided according to the settlement cycle of the bank.

How can I refund unused tickets I have booked on your website?

Log in to the website, and enter “Booking record” , then choose the booking record that you want to refund, and click “refund”, click “yes” to complete the refund after confirmation of the detailed booking information; cancellation charges will be deducted by CSN e-commerce in accordance with related provisions and the refund will be transferred to the original payment account of passenger with the specific time of received payment decided according to the settlement cycle of the bank.

When will the air ticket become valid. Is thisfrom the date of issue or the departure of flight?

From the start date of the first segment of the trip, the passenger ticket of common airfare will be valid for one year; the total unused passenger ticket, including OPEN tickets, will be valid for transportation for one year from the date of issue. If the date of the first segment of used OK ticket has been changed, the valid period shall be one year calculating from the actual start date of the first segment; validity period for special airfare ticket is in accordance with the related provisions of CSN.

Can the round-trip ticket not be used in order? (Use the later segment in advance)

If the round-trip ticket is in one piece, passengers should use it in accordance with the order listed on the ticket, starting from the departure city. The ticket used out of order is not accepted by CSN, however, in case the unused segment is in the validity period, the refund application is acceptable.

What should I do if the name on the ticket is different from the one on the certificate?

You need to go back to the original ticket issuance place for reissuing.

Can I change air tickets bought from agents?

The change condition of air ticket is subject to the purchased cabin class.

Can I change flights of CSN with tickets from another airline?

You need to contact the airline corporation of your air ticket to endorse it.

Can I only change my journey online if other passengers are on the same journey with me?

You can apply to change the journey yourself, and you can only change the time, but not the flight segment.

How should I refund, change or endorse the ticket booked via 114?

Please call 4006695539 or call the customer service of 114.

Why I have not received the refund after applying for refund of the ticket booked via 114?

Your airfare is collected by 114, and CSN does not have your account information. In order to ensure the airfare returns to your account safely, CSN will return it to 114, then to passenger. If you still have questions, please contact 114.

How should I refund, change or endorse the ticket booked via Harbin cable television?

Please call 4006695539, and passengers who need to pay for the charges, please go to the ticket office subordinated to CSN for the moment.

Which kind of convenient services can be offered when the passenger changes the flight segment of the Air Express Flight from Changsha and Wuhan to Guangzhou, Shenzhen and Zhuhai? 

Change in the same flight course: passengers (excluding group passengers) with 55% discount (including) and above for CSN air tickets of “Guangzhou - Changsha”, ”Guangzhou - Wuhan”, ”Shenzhen - Changsha”, “Shenzhen - Wuhan” can change to any flights in the same flight course at the check-in counter of the airport free of charge on the travel day (subject to the boarding date on the ticket) if there are spare seats.

Change of different flight courses: passengers (excluding group passengers) with 40% discounted (including) and above CSN air tickets of “Guangzhou-Wuhan”, ”Shenzhen-Wuhan”, ”Zhuhai-Wuhan”, “Guangzhou-Changsha”, “Shenzhen-Changsha”, “Zhuhai-Changsha” can interchange the departure airport or destination airport of Guangzhou, Shenzhen and Zhuhai free of charge if there are spare seats.

How to calculate the mileage validity period when there’s mileage refund results from cancellation?

Under the new provisions of the mileage validity period, if it comes to such situations that mileage related transaction refund,

members voluntarily refund the ticket: the valid period of the mileage refund is the same as the original one of mileage redemption and we can only return the mileage within the valid period. The charges for cancellation will be deducted from the mileage nearest to the valid period.

In case of the unwilled refund caused by flight cancellation: refund of mileage will be given a 36-month valid period from the date of refund.

Is it possible to have a babies ticket refunded separately?

At present, the website does not support refunding a separate baby ticket. If necessary, please call 4006695539 to apply for ticket refund.

Is it possible to have a baby ticket changed separately?

A baby ticket bound to an adult ticket shall be changed along with the adult ticket. No application for a separate change of the infant ticket is acceptable.

How to refund if the passenger is sick?

1. A domestic passenger asking for ticket refund due to illness shall cancel his seat before taking off otherwise it shall be taken as a voluntary refund.
2. China Southern Airlines official ticketing website: In cities with China Southern Airline ticketing office, it shall be conducted at China Southern Airlines immediate ticketing office. In cities without any China Southern Airlines ticketing office, the passenger can call China Southern Airlines Customer Service Center (95539) before taking off.
3.The passenger shall provide a copy of his ID card, original certificate of diagnosis provided by a county-level or above medical institution (equivalent to Class A Grade A) to show he can not take the flight indicated by the flight ticket (including the original medical certificate, passenger medical records and proof of failing to take the flight) otherwise it shall be taken as a voluntary refund.