China Southern Airline homepages: http://www.csair.com/en/
Hotline: 95539 (within China); +86-20-4008695539(International)
CZ's homepage hotline: 4006695539 (within China),
+86-20-4006695539, +86-20-22395539(international)(available twenty-four-seven)
Passengers can only board the aircraft after they have reserved their seats. Passengers can reserve their seats in advance at sales offices or authorized agencies of China Southern Airline (CZ), through CZ's hotline or CZ's homepages. Passengers who have already reserved their seats shall purchase their tickets within CZ's time limit, otherwise the reservation will be cancelled. If passengers do not intend to use the seats reserved on international or regional flights, including seats on connecting flights, they shall ask CZ's sales offices or its agencies to cancel the reservation as early as possible.
On purchasing tickets, Chinese passengers shall show their own Resident Identity Cards or other valid certificates. Foreigners, overseas Chinese and Chinese compatriots from Hong Kong, Macau and Taiwan shall show their valid passports, home-return permit, Taiwan compatriot cards, residence cards, travel permits or other valid identity documents provided by the public security authorities. When purchasing child or infant ticket, valid certificates such as residence booklet and birth certificate shall be presented. The valid travel document presented for purchasing ticket shall be the same with the one used for check-in at airport.
Linked transport means that the passenger can have more than one flight transport with one ticket or in a single transport contract composed of continuous passenger tickets. Passengers with linked transport passenger tickets can have various preferential product prices, and comprehensive information and complete guarantee in terms of luggage check through, airport transit services and subsequent processing in case of an abnormal flight. Our sincere tips: Do not buy aviation products separately for a complete itinerary so as to avoid impairment to your own interests and service experience.
Special passengers who need special attention and adaptation based on their physical and mental ability such as UM, person with physical disability or intellectual impairment, pregnant woman, serious patient etc. can only be transported under certain condition. Special passengers can only book a ticket with the agreement of CZ or other carriers. If special passengers do not advise CZ in advance during the ticket purchase or present the relevant certificates, CZ has the right to refuse the carriage.
CZ provides seat allocation reservation for some operating flights. After the purchase, passengers could reserve seat allocation via CZ's homepages, hotline, booking offices or CZ authorized sales agents. CZ shall make adequate efforts to meet seat allocation requests from passengers but cannot guarantee the allocation of a given seat. Given operating, security or safety concerns, CZ reserves the right to change the seat allocation even after boarding.
E-ticket can be purchased at CZ's sales offices, CZ's sales agencies or via CZ's homepages.
Itinerary of e-ticket means a document issued to passenger as the proof of payment or reimbursement certificate when passenger purchases civil aviation carriage in form of e-ticket from airline companies, which is not an essential certificate for check-in procedure and security check. Itinerary of E-ticket cannot be printed repeatly and will not be re-issued if lost.
The ticket is valid only for the passenger whose name is listed on the ticket and can not be transferred and modified, or the ticket will be invalid and can not be refunded.
Except otherwise herein provided, the ticket validity for international air transportation is one year. The validity shall be measured from the date of commencement of travel for normal ticket; for the normal ticket with an unused first segment or for open ticket, the validity shall be measured from the date of issue. The validity of the ticket applying special fare shall be subject to CZ's applicable rules of special fare.
The fare to be paid by passengers covers transportation expenses from the origin airport to the destination airport, excluding any ground transportation charges between airport and downtown; and the taxes, charges, or fees for services provided to the passengers that are collected by the government or authorities or the airport are not included. The use of special type ticket should be in accordance with its stated rule.
On the commence of the travelling date, child ages 2 up to but not including 12 years old will be charged 50% of the normal or applicable adult fare of the same flight and shall occupy a seat accordingly, but uncompany children fare shall apply another rule. Infant younger than 2 years of age without a seat will be charged 10% of the normal or applicable adult fare of the same flight. Besides, only one infant may enjoy the discount while travelling in the company of an adult,infant younger than 2 years of age with a seat will apply the child fare. Infants, children under 5 years of age and children above 5 years of age who haven’t been registered as Unaccompanied Minors are not permitted to travel unless they are accompanied by a person of 18 years of age or above, who have completely civil capacity. Each adult passenger reaching age 18 and having capacity for civil conduct is allowed to have no more than two children under age 12 to take the plane together with them in the same freight space. The rest children exceeding the allowable number (who buy ticket according to the price for adult) should take the plane according to the provisions for children without the companion of adults.
A passenger having lost his/ her paper ticket shall write a lost report to CZ or its sales agent with the attachment of the valid identity document, the issued date and place of the ticket, and provide any other method that can necessarily prove the loss of the ticket. CZ bears no liability if the lost ticket within expiration date has already been misused or refunded under the passenger's name before actual passenger requests refund of the lost ticket.
Passenger shall complete check-in formalities within the time limit set by CZ with his valid identity document presented. Check-in deadlines may vary among different airports, passengers are recommended to learn the relevant check-in deadline in advance and follow it when checking in.
When a passenger would like to change the flight number, traveling date or class after purchasing the tickets, CZ shall arrange it according to the actual circumstance and conditions of carriage. For passengers' voluntary change, it shall be submitted within CZ's stated time limit and conducted in line with the applicable rule of CZ's public fare or special type fare.For non-voluntary change, if the passengers, who enjoy preferential prices of the China Southern Airline's international and domestic flights (including foreign airline tickets), don't accept airlines unified arrangement, it shall be arranged for once free of charge. The options of flight date change are: 1. if it is a daily flight, 3 days before and after the original date when there are flight changes or subsequent connecting flights (including the day of departure); 2.if it is not a daily flight, 7 days before and after the original date when there are flight changes or subsequent connecting flights (including the day of departure); if it is not in the time range, the passenger gets a full refund.
Except in the case of loss of tickets, voluntary refunds of paper ticket shall only be made on presenting CSN the passenger coupon and all unused flight coupons. Passengers holding electronic tickets should go through the ticket refund procedure according to relevant provisions of China Southern Airlines within the refund validity period 【13 months from the day that the travel starts (if the first segment of the ticket is unused, the period should start from the day the ticket is issued )】and under the circumstance that the ticket is not used.Refund shall be conducted at the original ticketing office with the passengers’ valid identity documents. If the ticket purchase is via CSN’s homepages, refund request shall be submitted via CSN’s homepages or sales hotline; and if the ticket is purchased via bank card, refund could only be returned to the bank card. The ticket price of domestic tickets takes RMB 10 as the calculation unit, and any other expenses shall take RMB (yuan) as the calculation unit, and the mantissa should be rounded off. Where the amount of calculation service charge and the amount that need to be subtracted are involved, they should be carried before the next step of calculation starts.
No-show means the passenger fails to board the aircraft either because he/she has not completed the check-in formalities before the check-in deadline or because he/she fails to present the required traveling documents. Tickets refund or change for no-show passengers shall be processed referring to relative CZ rules for refund and change after departure. When passengers confirm they cannot fly with reserved flight, they shall advise CZ or agents in advance and cancel the booking.
The maximum accepted weight of free carry-on baggage per passenger is 5 kilograms. Passengers holding a first class ticket can carry two pieces of free carry-on baggage; passengers holding a business-class or economy class ticket can only carry one piece of baggage. For every carry-on baggage, each of three dimensions must be no larger than 20×40×55 cm. Items exceeding maximum weight/ size allowance will be accepted as checked baggage.
Passengers（adults or children） are entitled to the free baggage allowance as follows: 40 kg for first class, 30 kg for business class and 20 kg for premium economy and economy class. For infant, the baggage allowance is 10 kg. When taking CZ's Codeshare scheduled flight, free baggage allowance etc. will be implemented by the rule of operating carrier, passengers are advised to check these information on the operating carrier's homepage or through CZ's hotline.
The rate of overweight baggage charge is 1.5% of applicable one-way economy class ticket on the day of billing per 1kg, calculated in the RMB currency and rounded up.
Passengers are not allowed to carry dangerous articles in check-in or carry-on baggage, such as inflammable, explosive, corrosive, toxic, radioactive, polymerizable, magnetic materials or any other dangerous item. Passengers on board are not allowed to carry arms, restricted sword and knife, sharp or lethal weapons.
Passengers are not allowed to pack following items in the checked baggage, namely confidential documents, out of print materials or manuscripts, travel documents, diplomatic bags, negotiable securities, currencies, money orders, valuables including but not limited to jewelry, antique calligraphy and painting, sample, precious metals and articles thereof, electronic and digital product, raw accessories of camera, mobile telephone, personal stereo, regularly taken prescribed drug, fragile and perishable articles and other articles required special custody. The loss or damage of the above items carried by the passengers is only accepted as common checked baggage by CZ.
All passengers’ portable electronic devices with lithium-ion batteries shall be taken as check-in luggage or cabin luggage to the plane, such as mobile phones, laptop computers, cameras, etc. Reasonable number of spare batteries can only be taken as cabin luggage to the plane. Please turn off the electronic devices with lithium-ion batteries during flights; each spare battery should be put into individual plastic bag or protective case and it is strictly forbidden to mix multiple batteries with other items.
1. It is not necessary to report the single lithium-ion battery in the devices or spare lithium-ion battery with less than 100Wh;
2. Those, whose rated watt hours are more than 100Wh (including) but do not exceed 160Wh (including), should be declared to the staff when you are checking in, to make sure they can get approval. You are allowed to take only two pieces of 100-to-160Wh backup battery.
3. For lithium-ion batteries whose rated watt hours are more than 160Wh, and the number of which exceeds the reasonable scale, they should be declared to the staff when you are checking in for freight service.
The checked baggage shall be packed correctly, well locked, tied up and be able to withstand reasonable pressure. CZ may refuse to accept baggage packed incorrectly as well as the liability to the damage of such baggage.
Liability for partial or total loss, damage to checked baggage is limited to ￥100 per kilogram. Compensation for baggage's value lower than ￥100 per kilogram will be paid according to its actual value.
Passengers and their baggage must be subject to the security inspection before boarding.
If CZ's flight is delayed or cancelled at origin airport due to CZ's reasons such as aircraft maintenance, flight readjustment or aircrew, CZ should provide the passengers with services such as meal or accommodations. If CZ's flight is delayed or cancelled due to non-CZ reasons such as force majeure, changes of weather, accidents, air transport control, etc., CZ should assist passengers in obtaining meals or accommodations at passengers' own expenses.
The maximum limit of compensation made by CZ for each passenger in the event of accidental death or bodily injury shall be defined in accordance with related laws of the People's Republic of China.
Passengers can purchase insurance voluntarily with an insurance company for accidental death or any unexpected bodily injury for 'passenger air transportation'. The compensation from such insurance does not exempt or reduce the liability undertaken by CZ. Insurances purchased by passengers directly through CZ's homepage got the same legal effect.
Codeshare refers to through arrangements one or many airline companies may use its or their own designator codes when another airline operates a flight. When taking CZ's Codeshare scheduled flight, service for UM、free baggage allowance etc. will be implemented by the rule of operating carrier, passengers are advised to check these information on the operating carrier's homepage or through CZ's hotline.
According to the common practice of civil aviation industry, CZ may make suitable over-booking on some flights. Under particular circumstances, it may result in some passengers’ failure to travel on flights as arranged. When there is not enough space, CZ will seek for passengers voluntary to disembark and will help them check in on priority. For passengers who cannot travel due to over-booking, CZ will do its best to arrange them on the soonest available flight, and will give a certain amount of compensation.