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Trip Report Travel on China Southern Airlines

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I flew business class on China Southern Airlines from Los Angeles to Dhaka via Guangzhou in September 2015. Here are the positives:
1. Relatively cheap fare compared to other airlines
2. Business class seats on Airbus 380 and Boeing 777 are fabulous. They can be converted to almost a flat bed. Excellent for a long haul flight.
3. Planes are new and clean.
4. Pleasantly surprised to see an Airline staff waiting at the gate, upon disembarkation from the aircraft to help assist with the visa (no prior application) and hotel voucher and accommodation. She actually walked me all the way to the hotel across the main street. The hotel was a 5-star hotel and was complimentary with free breakfast. [Note that there was no previous confirmation whether a hotel would be provided for the 18 hour layover in Guangzhou on my return trip. The travel agent and the China Southern rep at Dhaka flatly said that it would not be provided]

Here are the negatives:
1. The customer service is almost non-existent. The toll free numbers in Los Angeles and other cities in the US are worthless. No one picks up the phone, or you are put on hold by a robot. I even called the number in China, but could get through to anyone.
2. Since I bought the ticket through a travel agent, I wanted to confirm reservation directly with the airlines, which I never could.
3. Airline's website is equally worthless. Even though I had a confirmation code, itinerary number and an e-ticket number, I could not find my reservation online as they only provide info if the ticket was purchased through the airline.
4. Airline's sales representative in Dhaka was uninformed about the Airlines offering of transit accommodation for long layover in Guangzhou. It does say boldly on the airline's website to book a complimentary hotel if there is a long layover (>8 hours). But, it was not possible to book a hotel online on their website due to problems on the website itself, or may only people who purchased the ticket directly from the airline could do so. I do not know.
5. The service in the cabin needs to improve substantially. Some of the basic etiquettes were missing, like shoving food on plates to the table, where the table is already full with plates. The table should have been emptied before bringing more food.
6. The menu was not provided at the beginning, but the flight attendant just showed a menu and asked which item to choose without giving time to browse through all options. This was surprising, especially in a business class.

Anyway, overall I am happy with the experience, although it could have been better. I am sure over time, Airline will improve their services and work on their deficiencies. They need more training of the cabin crew, customer support and sales team. They definitely need to overhaul their archaic website and make it useable for all.

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