China Southern's economy seats are spacious for legroom and seat width and the entertainment system is well stocked with movies/TV shows/music. Some entertainment systems will also com with a USB port to charge your device (if it's allowed to be used). All seats come with pillow and blanket to keep you warm throughout the flight.
Any mobile devices that can be used as a cell phone are not allowed to be on or used while on board the flight. This includes mobile phones in flight mode (China Southern explained to me that this is Chinese law), so don't expect to do anything with your mobile phone which means you're basically using their entertainment system. They will stop and tell you midflight to turn off your phone.
Food was horrible, no soap in the bathrooms, and boarding/deboarding in Guangzhou was a test of patience. Having been through Guangzhou twice, despite there being multiple gates for planes to pull into for arrival, they'll always deplane you to the tarmac where buses will be waiting. They'll then drive you to an arrival's terminal where you're forced through a long line that leads to a China Southern desk for them to stamp your boarding pass to wait for your next flight. This line was 30 minutes long for our plane alone and increased as more arrived. Boarding was the same where you get on a bus, stand for 10-15 minutes while they drive you to a plane that was for whatever reason was attached to another gate that no one had access to and you've climbing stairs to board again.
The airport itself is devoid of many food or coffee shops and what's available is expensive and of low quality/taste. Expect to see endless construction, many unclean bathrooms where the toilet seats don't even fit the toilet they've been attached to, and lack of soap in the bathrooms.
The woman who checked us in helped us a ton by getting our seats switched to be near each other for both this flight and the following flight from nadi to LA. She was great. Most helpful person I came acrossl.
Once we were on board, the crew was nice, offering the traditional amenities that are offered in flights as long as this one.
There was a nine hour delay. Qantas found out about an issue with the plane after we were boarded. Initially, they told us to wait in the plane while they ran some tests. After those fifteen minutes, we were asked to get off the plane because the process would take longer. Four hours went by before we were told that they would need to repair something in the plane and that out flight would leave at 755pm (instead of the original 1050am departure). I later learned from another passanger that they needed to fly a piece from Sydney to repair the plane (I am not sure how he found out, because I approached the desk several times and all I was told was that they were waiting for the engineers to give an update).
While waiting, Qantas wasn't able to rebook my connecting flight. For some reason, 9 hours wasn't enough, and when we boarded the plane, we were told that there was a systems issue so they had transferred the responsibility to the LA team. So here I was boarding into a 14 hour flight, after spending 12 hours in the airplane (I arrived to the Melbourne airport at 8am), not knowing if I was going to have to spend the night in LA or if I would be able to arrive to my destination on Saturday (as I had planned all the way back in February).
The flight attendants gave stellar service, especially the ones from Hawaii !!! I wasn't feeling very well and they noticed and checked up on me and made sure I was hydrated and got something to make me feel better. (I was so grateful to have a mom~type take care of me, on a long flight.) Thank You!!!
The lack of space - in the isles AND in between the seats in front of us. Anytime the person in front of me wanted to recline their seat, it made it hard for me to even get out and go to the bathroom. That was not pleasant.
Cabin crew was efficient and friendly. In general, your baggage policy is horrible. Only airline I'm familiar with that only allows one checked bag?? I believe your aircraft baggage capacity is equal to any other aircraft of the same model so why the one bag limit. The landing in Nadi was horrible. The plane hit so hard on landing that it bounced up and hit hard again. Everyone was scared and holding tight to the seat in front of them. What was equally disturbing was that neither the pilot or co-pilot ever came on the speaker and said ANYTHING! No explanation, apology or anything-complete silence.
This was very unprofessional and makes me wonder what was going on in the cockpit? Seemed to take an in ordinarily long time to clear food trays after the meal. They were offering seconds on beverages before they had even cleared the trays.
It was crazy cold on the plane. I'm a frequent flyer and never in my life had I been this cold. I had a sweater, a scarf and a blanket, but couldn't relax to sleep as I was shivering the whole time. My friend traveling with me and the people in our row were feeling the same way. Plus they make you remove your blanket for take off and landing, which I've never had to do with other companies. It went from shivering to teeth chattering.
I couldn't understand why they served us a hot meal when we got on the plane. Anyone boarding at 11:30 pm should have already eaten, at that point you just want to sleep, not wait another two hours for food to be served and the trays cleaned up.
1st class care from chief steward John. I travelled with a sick child and was given 110% service that included an upgrade, pedialyte and O2 for my child, and regular "checks" on us. Absolutely outstanding service!!
We were originally seated next to a huge (300lb?) passenger, who "overflowed" onto my seat (requiring 2 seatbelts to secure her). (The person in front of her couldn't recline her seat fully or she would have crushed her stomach!)
The cargo door got stuck and I luggage was not delivered in time for me to catch my next flight. Then there was only two people at the counter to book passengers on another flight and one of the booking agent was tied up trying to find another flight for two children that had missed their connecting flight. Later more agents appeared. Nevertheless, the supervisor was asking one of her subordinates on how to input certain data into the system in order to change my flight. I feel that the agent should have been able to input the data without having to rely on other employees. American airlines was not very helpful in trying to expedite the booking process. I tried to use my express pass and was told by an American airline agent that I had enough time to stand in line. When it was my turn to book my flight to Charlotte, I was informed that I would not have enough time to make the flight. Then I was sent to the customer service line and had to wait another 30 to 40 minutes to resolve this matter. In the process I miss my appointment with my attorneys and Charlotte and this special meeting had to be rescheduled for next Saturday. Thereby, requiring me to drive from South Carolina to North Carolina which is about five hours or more round trip. I was so tired that once I arrive to Charlotte I had to stay in a motel for the evening because I was to exhausted to drive home. I had saved for this trip over a three-year periodI saved and this Esperance was the worst customer service that I have ever received. In closing, thank you for giving me an opportunity to express my oppinion regarding the customer service that I would provide it on this trip.
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