1. Registration FAQs
1.1 Why can I not receive an SMS verification code?
The following reasons are the main causes of not receiving a verification code:
1. Your phone service has been suspended due to insufficient credit. Please check you have enough credit on your phone.
2. The phone number you have used to register has been placed on a blacklist by your service provider and is therefore unable to receive SMS messages. Please contact your service provider.
3. Your service provider is currently experiencing technical difficulties. Please try again later.
If it has been confirmed that the following reasons are not causing the problem and you are still unable to receive a verification code, please contact our partner financial services provider’s customer service center at 4000012222 to resolve this issue.1.2 What will happen if I leave before completing my application?
If you leave before completing the first step of confirming your name and ID number, you will need to begin the registration process again the next time you visit.1.3 How can I recover my password for your partner financial services provider if I have forgotten it?
For login passwords, select I’ve forgotten my password on our partner financial services provider’s webpage to reset your password (this password is originally set by a customer using a China Southern Airlines installment plan the first time they log in to our partner financial services provider’s app or official WeChat account). For transaction passwords, select I’ve forgotten my password on the right-hand side when making a booking to reset this password. (Customers who are making a booking which includes themselves as a named passenger and are using the China Southern Airlines installment plan payment platform on the official China Southern Airlines website only need to enter the SMS verification code they receive to complete their booking).1.4 Can I cancel the services I receive from your partner financial services provider?
Yes, you can. To do this you will need the assistance of one of our partner financial services provider’s online customer service officers. You can follow the official WeChat account of our partner financial services provider to contact their online customer service department, or you can call their customer service hotline at 4000012222.2. Linking cards to the partner financial services provider
2.1 Which bank cards does your partner financial services provider support?
Our partner financial services provider currently supports cards from 20 financial institutions. These include: Postal Savings Bank of China, Huaxia Bank, China Minsheng Bank, Ping An Bank, Industrial Bank, Bank of Shanghai, Bank of Dongguan, Agricultural Bank of China, Bank of China, China Construction Bank, Bank of Communications, China Citic Bank, China Everbright Bank, China Guangfa Bank, Shanghai Pudong Development Bank, Bank of Beijing, China Merchants Bank, Industrial and Commercial Bank of China, Bank of Chongqing, and Nanchong City Commercial Bank. Some of these banks do not have any additional requirements and can be linked straight away,however due to system limitations some banks still require additional requirements to be met before a card can be linked. Please check online for specific terms and conditions regarding linking a bank card.2.2 Why can I not link a card?
There are many reasons which may cause problems when trying to link a card. Here are some possible solutions: The bank card and ID details entered do not match – Please make sure you follow the instructions carefully and use the number found on your ID card to complete your application. You are trying to link an unsupported bank card – Our partner financial services provider currently only supports debit cards issued by 20 financial institutions. Some of these cards also need to have functions such as online payments, QuickPass, and China UnionPay card not present transactions enabled.Risk management warnings are shown which prevent your card from being linked. This means that you may not currently meet our application criteria. Trying again at a later date is recommended.
3. Credit limits
3.1 How can I increase my credit limit?
Using our partner financial services provider to make purchases on credit and then making repayments on time are likely to help you obtain a higher credit limit. We will provide further ways of increasing credit limits in the future. Please check back soon. Note: China Southern Airlines installment plans are specific revolving credit limits for booking flights. Additional credit in the form of cash loans up to CNY200,000 and interest-free purchases can be obtained from our partner financial services provider by applying via their app.4. Ticket booking FAQs
4.1 How is the initial down payment calculated?
4.2 How do I pay the initial down payment?
If the credit limit provided to a customer by our partner financial services provider is not enough to cover the cost of booking the tickets, this customer may use the default bank card linked to their account to make the initial down payment.4.3 What causes a booking to be automatically canceled?
There are a multitude of reasons which cause a booking to be automatically canceled. If this problem occurs, we recommend that customers try and make their booking again. If a customer does not authorize payment for their booking by 22:00 on the following day, this booking will be automatically canceled by the system. If a possible risk has been identified with a booking, this booking will be canceled to protect the customer’s account.4.4 If I still have some credit remaining with your partner financial services provider after making a booking, can I use this to purchase other products?
No, the credit provided with a China Southern Airlines installment plan is specifically for booking flights and cannot be used to purchase other products or services.5. Ticket refunds
1.1 How can I apply for a refund for a ticket I have booked?
If customers need to apply for a refund, they must apply by themselves online or contact the China Southern Airlines’ customer service department. The app and WeChat account provided by our partner financial services provider does not allow customers to cancel or refund their bookings.1.2 After applying for a refund, when will my initial down payment be returned to me and my available credit balance be restored?
China Southern Airlines will contact its partner financial services provider to initiate a refund to you after conducting all necessary checks. Our partner financial services provider’s system will then immediately return the funds to the account you originally used to pay and restore your available credit balance.1.3 When will my available credit balance be restored after applying for a refund?
When a customer applies for a refund, it usually takes between 1 and 15 working days for the funds to be returned and the available credit balance to be restored. Your patience is greatly appreciated.Note: The exact time when your balance is restored depends on the time taken by China Southern Airlines to process your refund.
6. Repayments
1. Repayment billing
1.1 When is my repayment date?
When a customer makes a purchase or takes out a loan via our partner financial services provider’s app or official WeChat account, their system will automatically calculate the cut-off date for their repayments. You can view this date by going to Me > My Bills. Customers must remember to make their repayments before their monthly cut-off date. Payments can currently be made via Alipay or internet banking.
Gentle reminder: Please make sure you make your repayment before this date to protect your credit rating.
1.2 How is the repayment date scheduled?
When a customer first makes a purchase or takes out a loan via our partner financial services provider’s app or official WeChat account, their system will automatically set a fixed date for repayments. This date is usually the first date a customer completes an order. However, if a customer's first order is made on the 26, 27, 28, 29, 30, or 31 of the month the repayment dates are as follows:
| First Order Date | First Repayment Date |
|---|---|
| 26 | 1 |
| 27 | 2 |
| 28 | 3 |
| 29 | 4 |
| 30 | 5 |
| 31 | 6 |
For example, if a customer’s first order is completed on July 1, their repayment date will be set as the first day of every month; if a customer’s first order is completed on July 29, their repayment date will be set as the fourth day of every month.
1.3 What is a billing date?
A billing date is 10 days before the repayment date (excluding the 29, 30, and 31 of every month). On each billing date, our partner financial services provider will send customers an itemized bill outlining the repayment amount for that month. The customer must then clear their outstanding balance on all bills for that month before their next repayment date.
If 10 days before the repayment date results in a billing date later than day 28 of each month, the billing date will fall on day 28. For example, the billing date of a customer with a repayment date on day 20 of every month will fall on day 10 of every month, with a billing cycle running from day 10 of the previous month up until day 10 of the current month. Any transactions commencing on day 11 of the current month will be listed on the bill for next month’s billing date and have a repayment date of day 20 in the next month. If a customer’s repayment date is on day 7 of each month, their billing date will be on day 28.
Further explanation: If a customer's repayment date falls within the first 10 days of a month, counting backwards by 10 days will skip the 29, 30, and 31 days of each month to ensure that the billing date of each month is always at least 10 days before the repayment date. Customers will therefore see that their billing date is 10 to 13 days before their repayment date.1.4 How are late payment fees charged?
If a customer is late making a repayment spanning multiple months, our partner financial services provider will begin charging late payment fees on the principal amount borrowed for the duration of the time beginning from when the payment was originally due at a daily compounded interest rate of 0.75%.
If a customer is late making a repayment for a single month, late payment fees will begin to be incurred based on the principal amount borrowed beginning from when the transaction took place at a daily compounded interest rate of 0.75%.1.5 Will your partner financial services provider remind me of my monthly billing date?
Our partner financial services provider will send an SMS reminder three days before your repayment date. There are currently two repayment methods available: payment via a linked bank card and Alipay.7. Other
1. What should I do if I have a problem with credit, making repayments, or other issues?
You can call our partner financial services provider’s customer service hotline at 4000012222.1. What are China Southern Airlines installment plans?
China Southern Airlines’ installment plans are a consumer credit product which are provided through a collaboration between China Southern Airlines Company Limited and Mutual Consumer Financing Company Limited. Passengers can apply for a line of credit through a China Southern Airlines installment plan on the official China Southern Airlines website. This credit can be used when booking tickets for themselves via the payment platform, with the service providing up to 40 days of interest-free credit and flexible repayment plans.
Note: Only available on the official China Southern Airlines website
2. Where are the China Southern Airlines installment plans shown on your website?
Please go to the official China Southern Airlines website and then log in to your Sky Pearl Club account. On the left-hand column select My Wallet followed by Installment Plans to be taken to the China Southern Airlines installment plan page.
When you are logged in to your Sky Pearl Club account and booking a ticket for yourself on a domestic flight, you will see an option on the payment page called Installment Plan.
Note: Installment plans will become available for international flights soon.
3. What are the main criteria when applying for a China Southern Airlines installment plan?
Passengers must be a Sky Pearl Club member and cannot be a foreign national or compatriot from Hong Kong, Macao, or Taiwan. Members who have not specified their location cannot apply for an installment plan.
Note: Customers who are not a Sky Pearl Club member must first register to become a member.
Only available to those aged between 21 and 50.
The person applying must also meet one of the following criteria: 1. Have been a member for at least 3 months; 2. Be on record as having taken one previous trip; 3. Hold a bank card bearing the China Southern Airlines logo. Further terms and conditions4. How much credit does a China Southern Airlines installment plan provide?
Credit amounts can vary from CNY2,000 to CNY20,000. The actual amount provided will be decided by our partner financial services provider offering the installment plan. Note: As the amount of credit provided for a China Southern Airlines installment plan depends on an individual's overall credit score, the amount of credit provided to each person will vary.5. Over how long can I spread my repayments?
The first 10 to 40 days of a China Southern Airlines installment plan are provided interest-free. Customers can then enjoy a flexible repayment period of either three, six, or twelve months.| Repayment Period | Installment Processing Fee (%) | Monthly Interest Rate |
|---|---|---|
| 1 month | Fee/Interest free | 0% |
| 3 months | 1.50% | 0.5% |
| 6 months | 3.00% | 0.5% |
| 12 months | 6.00% | 0.5% |
*The repayment amount shown for a China Southern Airlines installment plan is the final amount payable in the last month. Installment processing fee = total amount of credit obtained x installment processing fee (%). The total amount borrowed is spread out in equal proportions over the number of months for which credit was granted. Any remaining amounts are added to the final repayment. The monthly repayment amount and the monthly installment fee are collected at the same time.
6. What are the procedures I must go through to apply for a China Southern Airlines installment plan?
6.1 Customers begin the application process by either logging in to their Sky Pearl Club account and selecting China Southern Airlines Installment Plans from the navigation column or selecting Activate installment plan on the payment processing page when booking a ticket. The first step is to enter your identification information for verification.
6.2 When a customer has confirmed and submitted these details, China Southern Airlines will send these details to its partner financial services provider for analysis. The amount of information which needs to be entered on the next page depends on the outcome of this analysis.
Customers who are not known to our partner financial services provider will be required to enter their personal information on the next page.
Those who already have an account with our partner financial services provider will receive a verification code on their mobile phone to link their account.
6.3 Once a customer has linked their account with China Southern Airlines or submitted their application, our partner financial services provider will check the details provided by the customer. The results of these checks will then be displayed within 15 to 30 seconds.
Note: The time required to perform these checks may sometimes take longer than this due to unforeseen circumstances. The system will automatically display the current status of the checking process. The results of these checks will be sent to the customer via SMS.
Customers who are informed via SMS that their application was successful can log in to the official China Southern Airlines website and go to the China Southern Airlines Installment Plans section to see the amount of credit they have been granted. Customers can also see this information at the payment processing stage when they are booking tickets for themselves.6.3.1 Customer successfully obtains access to an installment plan with China Southern Airlines.
6.3.2 If it is discovered after a comprehensive review that a customer does not meet the criteria required to apply for an installment plan with China Southern Airlines, no such installment plan will be activated for them.
6.3.3 If a customer does not receive a response regarding the checks carried out after submitting an application for a China Southern Airlines installment plan within the designated time, the system will notify the customer that checks are still underway.
7 How do I use a China Southern Airlines installment plan?
7.1 Please go to My Account > My Wallet > Installment Plans Sky Pearl Club members should log in to the official China Southern Airlines website and select My Wallet on the left-hand column. After clicking on Installment Plans the customer will be taken to the correct page to activate an installment plan.
7.2 Members of the Sky Pearl Club who are logged in can activate an installment plan when booking a ticket on the official China Southern Airlines website by selecting Installment Plan on the payment page.
Note: The system will check whether a domestic ticket is being booked and if the ticket is for the customer. Installment plans cannot currently be used to book tickets for other people or tickets which include international flights.If the customer is not included on a booking, the payment page on the official China Southern Airlines website will not include the Installment Plan option in the payment options menu.
7.3 When a customer uses a China Southern Airlines installment plan to book a ticket, they must choose the option to receive a verification code via SMS from our partner financial services provider. This code must then be entered into the correct box and the booking must be submitted for the payment to be complete.
Note: SMS verification codes are sent to the customer phone number held on the records of our partner financial services provider (for new China Southern Airlines installment plan customers this is automatically set as the number provided to the financial services provider when they registered). Customers can change their phone number using either the China Southern Airlines installment plan repayments page or our partner financial services provider's app.8. Repayment information
8.1 Repayments interface When a China Southern Airlines installment plan is active, the official China Southern Airlines website has a Repay Now button located on its Installment Plans page. Clicking on this button (shown below) takes the customer to the repayments page.
8.2 How to make a repayment Customers who currently have an active installment plan will be able to see a Repay Now button on the repayments interface. Clicking on this button will open the repayments page. The repayments page is provided by our partner financial services provider, with the official China Southern Airlines website merely providing a link to this page. The repayments page looks like this: 
Note: The China Southern Airlines installment plan repayments page is provided by our partner financial services provider. When a customer activates an installment plan, their Sky Pearl Club membership information will be linked with the information held by our partner financial services provider. This means that customers can go to the installment plan repayments page provided by our partner financial services provider without needing to log in again.
8.3 Which repayment methods are supported?
There are currently two repayment methods available: a linked bank card and Alipay. Customers can either make a manual repayment, or they can make sure that their linked bank card contains enough funds before the repayment due date for the system to automatically take the repayment.8.4 Making early repayments
Customers with a China Southern Airlines installment plan can make an early repayment by going to the installment plan repayments page. Customers who make an early repayment must pay both the current and next month's installment plan processing fee at the same time. 8.4 Overpayments A. When a customer books a ticket using a China Southern Airlines installment plan via the official China Southern Airlines website and then has this ticket refunded, the installment processing fee will be returned to the customer’s account and credited as an overpayment. The China Southern Airlines installment plan repayments page does not currently allow these overpayments to be withdrawn. Please use our partner financial services provider’s app or official WeChat account to withdraw any overpayments. B. If a customer does not withdraw an overpayment, any future repayments which the customer needs to make will first be taken from this balance of overpayments. Any further amounts due will then be automatically taken from the customer’s linked bank card. 8.5 Consolidation of overdue bills Our partner financial services provider can consolidate overdue bills for some customers depending on the amount of credit they have obtained. The China Southern Airlines installment plan repayments page will then not provide repayment services, however a pop-up message will be displayed when these customers log in to the China Southern Airlines installment plan repayments page to remind them of this. Customers must follow the instructions given to go to our partner financial services provider's app or official WeChat account to make a payment for these overdue repayments.9. Revolving credit limits and cash loans
Customers who have successfully applied for a China Southern Airlines installment plan can use the following two methods to apply for a revolving credit limit or cash loan: 1. Shortened links sent via SMS to activate and conduct transactions; 2. Scanning the QR code on the China Southern Airlines installment plan repayments page to follow the official WeChat account of our partner financial services provider or download their app. *New customers who apply for credit with our partner financial services provider by going through a China Southern Airlines installment plan will receive a preferential daily interest rate of 0.045%. **Customers who use our official WeChat account to apply for a revolving credit limit at our partner financial services provider must apply via the credit application link on the China Southern Airlines installment plan webpage to obtain the preferential daily interest rate. ***This preferential interest rate for cash loans is only available to new customers who apply via a China Southern Airlines installment plan. The interest rate provided to customers who have already received a revolving credit limit from our partner financial services provider will be the same as for any existing loans they have.