CHINA SOUTHERN FLIGHT DELAY 17 JUNE 2025: 520 pounds compensation owed

Annemos

We suffered a  22-hour delay to our flight from London to Guangzhou. 

Reason was Technical Problem/Mechanical Problem. 

Please see the photo of what China Southern posted at the Airport. 

My ticket was actually purchased through Expedia by my Tour Company (a UK Company). 


Two questions:    

1.    Yesterday I sent an e-mail  to that address, asking them to send me details of how to claim the Delayed Flight Compensation.   

Is it a problem that this was actually paid for by my Tour Company from their own Bank Account? (I paid a Total Holiday Package Cost to that Travel Agent which included this flight.) 

Is it myself (the actual Passenger on the flight), that claims the Compensation, into a bank account for myself? 


2.  If I don't hear back from this e-mail address, does anyone have any ideas for how to proceed further?


(Nobody picks up on this number! .........

• China Southern Airlines London Office Address: World Business Centre Two Newell Road, London Heathrow Airport Hounslow, Middlesex TW6 2SF
• China Southern Airlines London Office Contact Number: 0044-(0)203-668-0866;    )

Many thanks. 

DullGreyGuy

Annemos said:

We suffered a  22-hour delay to our flight from London to Guangzhou. 

Reason was Technical Problem/Mechanical Problem. 

Please see the photo of what China Southern posted at the Airport. 

My ticket was actually purchased through Expedia by my Tour Company (a UK Company). 


Two questions:    

1.    Yesterday I sent an e-mail  to that address, asking them to send me details of how to claim the Delayed Flight Compensation.   

Is it a problem that this was actually paid for by my Tour Company from their own Bank Account? (I paid a Total Holiday Package Cost to that Travel Agent which included this flight.) 

Is it myself (the actual Passenger on the flight), that claims the Compensation, into a bank account for myself? 


2.  If I don't hear back from this e-mail address, does anyone have any ideas for how to proceed further?


(Nobody picks up on this number! .........

• China Southern Airlines London Office Address: World Business Centre Two Newell Road, London Heathrow Airport Hounslow, Middlesex TW6 2SF
• China Southern Airlines London Office Contact Number: 0044-(0)203-668-0866;    )

Flight compensation for delay is claimed by the travellers from the airline irrespective of who/how booked. 

Personally would be concerned with the fact the sign has a hotmail email address as that isnt normal for a professional organisation and anyone could have registered that address. 

Have you contacted the Live chat on the official website for advice? They ask for a ticket number very quickly so can't check. 

Annemos

Many thanks DGG, can you please attach a link where I can see that chat facility? 

I cannot seem to find it. 

DullGreyGuy

https://www.csair.com/eu/en/index.shtml

Above is their homepage, at the top right of middle there is a "online customer service" which takes you to a chat facility... can't directly link to the chat otherwise it seems to assume you want to speak in Chinese 

Annemos

Many thanks. I am in there. I gave the details. 

It has gone silent after saying this:     "one moment please, I will check for you"

I believe we can complain to the CAA if we do not get an adequate response. 

(What a painful process.)


PS    This Forum is frequently timing out today. I wonder if there is a problem?

Annemos

Many thanks. I am in there. I gave the details. 

It has gone silent after saying this:     "one moment please, I will check for you"

I believe we can complain to the CAA if we do not get an adequate response. 

(What a painful process.)

DullGreyGuy

Annemos said:

Many thanks. I am in there. I gave the details. 

It has gone silent after saying this:     "one moment please, I will check for you"

I believe we can complain to the CAA if we do not get an adequate response. 

(What a painful process.)


PS    This Forum is frequently timing out today. I wonder if there is a problem?

Just received payment yesterday for a TAP flight where volunteered to be bumped at the end of May so had a voucher confirming the compensation due and it still took this long. 

Its late evening/night in china now, whilst they say they are 24/7 realistically there will be less staff at night and probably fewer still that are English speaking... sometimes you need patience (and sometimes the process is broken). 

Checking on the CAA there is no ADR setup for them so yes you'd need to complain to the CAA

PS. yes, it has technical problems for the last 2 days... there was a banner warning of it but they took it down prematurely

Annemos

DGG, they have logged a Case for me. 


We have recorded your request and filed your case (service order number: C25062xxxxx). We will notify you of the processing result as soon as possible. The processing result will be subject to the relavent department. Please be patient and wait for the result.


Fingers crossed!    Many thanks again for your help. 

==============================


Just to make us all laugh..... I was sent to the Hotel Premier Inn at 3am. I had to share a room with a Chinese Lady who I did not know. 

She was lovely, but I did not want to share a bed with her!   

Luckily Premier Inns have a long Sofa Bed under the window. So I took the Sofa Bed and she had the actual bed. 

But then there was only one Sheet and one Duvet Cover.  She said she is of a certain age and feels the heat, so she would take the Sheet and put it under and over herself. I took the Duvet Cover and did the same with that on the Sofa. 

The result was, she was freezing cold and I was really hot. And we both only had a couple of hours sleep!

bagand96

Annemos said:

Just to make us all laugh..... I was sent to the Hotel Premier Inn at 3am. I had to share a room with a Chinese Lady who I did not know. 

She was lovely, but I did not want to share a bed with her!   

Luckily Premier Inns have a long Sofa Bed under the window. So I took the Sofa Bed and she had the actual bed. 

But then there was only one Sheet and one Duvet Cover.  She said she is of a certain age and feels the heat, so she would take the Sheet and put it under and over herself. I took the Duvet Cover and did the same with that on the Sofa. 

The result was, she was freezing cold and I was really hot. And we both only had a couple of hours sleep!

That is madness! Did they have an issue sourcing hotel rooms? Expecting strangers to share isn't great.

Good luck with your claim. Nobody will deny you are owed the compensation, the problem can be enforcing your rights with carriers based abroad if they just choose to ignore you.

No idea if China Southern play that game though. At least the sign says they will compensate you. 

DullGreyGuy

Annemos said:

Just to make us all laugh..... I was sent to the Hotel Premier Inn at 3am. I had to share a room with a Chinese Lady who I did not know. 

She was lovely, but I did not want to share a bed with her!   

Luckily Premier Inns have a long Sofa Bed under the window. So I took the Sofa Bed and she had the actual bed. 

But then there was only one Sheet and one Duvet Cover.  She said she is of a certain age and feels the heat, so she would take the Sheet and put it under and over herself. I took the Duvet Cover and did the same with that on the Sofa. 

The result was, she was freezing cold and I was really hot. And we both only had a couple of hours sleep!

A while back a number of us that had been working together for a while needed to go to Dublin for something and given people were travelling a fair distance we agreed to have a meeting in London first and then go over to Dublin together for the second thing. 

Given we were 1 company, 1 team and colleagues - 

The guys from the US could fly BA Business to Dublin and stayed in the Intercontinental at €300 a night

The guys from the UK could fly BA Economy to Dublin and stayed in the Hilton at circa €120 a night

The gal from the Philippines had to fly RyanAir (after an economy flight from the Philippines) and was room sharing with a guy she'd never met in a B&B at €25 for her share.

Our suggestion is we all did BA Econ and the Hilton which would be cheaper overall and mean we are acting as one team but was told no, staff from the Philippines arent allowed to do anything else but the most budget option. 

Annemos

One thing I noticed about this flight, was just how many people were on their way to Australia and New Zealand. The flights are cheaper, apparently. They all had connecting flights that were being affected. 

Normally one does not get to know one's fellow passengers, but with 22 hours delay we became like a big family. 

Before we were sent out to hotels, we all had to collect our baggage and congregate in the Departure Gate Area again. We were processed in the order our baggage came off the plane. Therefore, many of us had to stand for FOUR HOURS  and there were no chairs. We got to know each other very well. 

I am incredibly grateful to a young man from The Phillipines and another chap from New Zealand, who both agreed to stay with me and then continued to make sure that I knew what I was supposed to be doing over the next 24 hours. 

(I was really worried I might miss the Instructions of how to get back to the Airport and when and if the flight would leave.)

Those two gentlemen made a very stressful situation much more bearable.