1.Refund policy of Air Passenger Departure Tax involves the departure of Hong Kong flights?
Passenger who does not depart by air from Hong Kong can apply full refund of Air Passenger Departure Tax without any charge.
2.Can the round-trip ticket not be used in order? (Use the later segment in advance)
If the round-trip ticket is one piece, passenger should use it in accordance with the order listed on the ticket, starting from the departure city. The ticket used out of order is unacceptable by China Southern Airlines, however, in case the unused segment is in the validity period, the refund application is acceptable.
3.Can I change the ticket 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 have the need for changes of flight, date or cabin class could use the self-service on the E-ticket website. Once the service staffs of China Southern Airlines website receive the system information, they will deal with it as far as possible according to the service conditions and seat available conditions. According to the service conditions of passengers' fare, passengers need to pay for the relevant changing if necessary.
4.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.
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.
5.What should I do if the name on the ticket is different from the one on ID?
You need to go back to the original ticket issuance place for reissuing.
6.Is it possible to have an infant ticket changed separately?
An infant 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.
7.Can I only change my flight online if other passengers are in the same flight with me?
You can apply for changing the flight of yourself, and you can only change the time, but not the flight segment.
8.Why I have not received the refund after applying for refund of the ticket booked via 114?
Your fare is collected by 114, and China Southern Airlines does not have your account information. In order to ensure the fare returns to your account safely, China Southern Airlines will return it to 114, then to passenger. If you still have questions, please contact with 114.
9.Can I change the ticket bought from agent?
The change condition of ticket is subject to the purchased cabin class.
10.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 China Southern Airlines for the moment.
11.Is it possible to have an infant ticket refunded separately?
At present, the website does not support refunding a separate infant ticket. If necessary, please call 4006695539 to apply for ticket refund.
12.Which kind of convenient services can be offered when passenger changes the flight segment of the Air Express Flight from Changsha and Wuhan to Guangzhou, Shenzhen and Zhuhai?
Change of the same flight route: passengers (excluding group passengers) with 55% discounted (including) and above China Southern Airlines tickets of "Guangzhou - Changsha", "Guangzhou - Wuhan", "Shenzhen - Changsha", "Shenzhen - Wuhan" can change to any of flights of the same flight route 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 routes: passengers (excluding group passengers) with 40% discounted (including) and above China Southern Airlines 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.
13.How can I refund the unused ticket I have booked on your website?
Log in 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 China Southern Airlines 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 by the settlement cycle of bank.
14.When will the ticket become valid, from 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 fare will be valid for one year; the total unused passenger ticket, including OPEN ticket, 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 fare ticket is in accordance with the related provisions of China Southern Airlines.
15.How to calculate the miles valid period when there's miles refund induced by cancellation?
Under the new provisions of the miles valid period, if it comes to such situations that miles related transaction refund, members voluntarily refund the ticket: the valid period of the miles refund is the same as the original one of miles redemption and only can return the miles within the valid period. The charges for cancellation will be deducted from the miles nearest to the valid period. In case of the unwilled refund caused by flight cancellation: refund of miles will be given a 36-month valid period from the date of refund.
16.How should I refund, change or endorse the ticket booked via 114?
Please call 4006695539 or call the customer service of 114.
17.Can I change to take the flight of China Southern Airlines with the ticket of another airline?
You need to contact with the airline corporation of your ticket to endorse it.
18.Can I cancel the ticket booked online? If so, how can I receive the refund?
Yes, you can submit the refund application online.
Log in 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 China Southern Airlines 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 by the settlement cycle of bank.