How to file a complaint against an airline

If you are not satisfied with the airline service, it is recommended to complain to the airline first. If you are not satisfied with the handling of your complaint, you can appeal to the Consumer Affairs Center of the Civil Aviation Administration of China.

(1) The official complaint channels of China Southern Airlines are as follows:

1. Telephone complaints

Domestic dial: 95539-1-9, 4006695539-1-9

Overseas dialing: 86 4008695539-1-9, 86-20-22395539-1-9

Business hours: 7×24 hours?

Service content : Opinions, suggestions and complaints. ?

2. Website complaint channel: China Southern Airlines - User feedback

(2) Civil Aviation Administration complaint method:

1. The Civil Aviation Administration has a dedicated service to handle consumer complaints For channels for consumer complaints, you can directly go to the official website of the Civil Aviation Administration

2. Find the social supervision section at the bottom right of the homepage and click the "Consumer Complaints" icon to enter the relevant consumer complaint page.

Extended information:

The "Regulations on Normal Flight Management" (hereinafter referred to as the "Regulations") have been officially implemented on January 1, 2017. This regulation, which has attracted widespread attention from the industry and society, is the first economic regulation issued by the Civil Aviation Administration of China to regulate the normal operation of flights.

The "Regulations" further clarifies the responsibilities of aviation operation entities such as airlines, airports, air traffic control and other aspects from various aspects such as flight normalization guarantee, delay handling, passenger complaint management, supervision and management, legal liability, etc., in order to maintain It provides a legal basis for the legitimate rights and interests of passengers and the protection of normal air transport order.

The "Regulations" clearly stipulate in Chapter 3, Section 1, that whether domestic carriers will compensate for flight delays, the conditions, standards and methods of compensation shall be decided by the airlines themselves. Domestic carriers need to formulate and improve flight delay compensation standards based on their respective circumstances, report them to the Civil Aviation Administration and regional administrations for filing, and announce them to the outside world to ensure transparency and openness.

Reference: China Southern Airlines-Customer Service Center

Civil Aviation Administration-Public Message