I am writing this review to share a very disappointing experience with China Southern Airlines, not because of a single mistake, but because of a serious lack of communication, support, and willingness to find a solution.I booked and paid for two tickets directly through China Southern Airlines’ website. My correct first name and family name were clearly indicated in the booking as the contact person and purchaser. However, upon arrival at Paris Charles de Gaulle Airport, I was denied check-in due to a name discrepancy on my ticket.From that moment on, the situation was handled very poorly:Airport staff did not clearly explain the available options or procedures.No concrete solution was proposed on site, such as correcting the issue or guiding us through the proper steps.We were not informed that failing to modify the flight before departure would automatically result in no-show fees.We were also never informed that missing the outbound flight would lead to the automatic cancellation of the return ticket.In an attempt to resolve the situation, we contacted China Southern Airlines’ customer service several times before departure. These international calls cost us around 100 euros, yet the information provided was vague, inconsistent, and ultimately non-conclusive. At no point were the financial or contractual consequences clearly explained.The airport staff suggested that a solution might be possible by taking a flight the following day and advised us to contact customer service directly, as the tickets were purchased directly from the airline. We followed these instructions in good faith. Unfortunately, this only resulted in additional expenses, no solution, and the loss of both tickets. My travel companion ultimately decided not to travel as a direct consequence of this uncertainty and lack of support.What is most disappointing is not the initial issue itself, but the absence of clear communication, coordination, and customer care at every level: online, by phone, and at the airport. At no stage did we feel accompanied or supported, nor was there any genuine attempt to find a fair solution.I hope China Southern Airlines will take this feedback seriously and reach out to address this situation properly. I remain open to continuing my claim through customer service, provided it is handled with transparency and professionalism.
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