Here we go with my review of the A380 flight out of Sydney on CSA. A lot less complimentary than Hummel's glowing endorsement.
I booked CSA from Sydney to Delhi via Guang Zhou in business class for two reasons. Firstly I needed to be back for a work commitment on a Monday afternoon and the return flight from Delhi left late on Saturday evening, arriving Sydney Sunday evening. The second reason was the price, only a few hundred dollars more than economy fares I had found as I was booked late.
Left Sydney on Saturday 3rd Jan, initial problems with the airline website. Nowhere near as clear or able as sites like Air NZ or Qantas. Could not check in on line so phoned their office and was told that on line check only available after 5pm the day before, no such message on their website.
Sydney airport has removed the airline signs outside check in so taxis etc can't drop you near your check in counter, which is a pain. Check-in unproblematic and access to Qantas lounge was good.
Flight left on time and business class seat on upper deck of A380 an individual compartment with standard business class amenities including amenity pack and in-flight pyjamas (worth a look, you would need to be brave to wear them! You look like a little Chinese Prince).
Arrived CAN on time and had an hour to get connecting flight. Ushered through to the international transfer desk which seemed paralysed by too many people. No movement what so ever. Eventually I saw an airline person who I collared and told I was in danger of missing my flight and only then was I taken through. No chance to visit the lounge in CAN due to these totally unnecessary delays.
Boarded the next flight and this was a very different experience. A very old, well-worn plane with simple, larger-than-economy seats in a very small business section. Very pleasant staff but very basic.
Coming back was really where the problems started. Arrived Delhi at about 20.00 for an 23.45 departure to find only one counter open and an ominous sign showing departure time as 13.30, clearly the next day! This was confirmed when I got to the counter. Very stressed staff, despite only a few passengers being there at this time.
Advised staff I had booked in order to be back by a certain time and had limited flexibility. Requested they investigate other airlines. Another business passenger bound for Melbourne had spent the last week in an Indian hospital and also just wanted to get back home and familiar medical care.
Over the next several hours they appeared to look into alternative airlines but found problems. Offered the other passenger a swap to Thai via Bangkok and all seemed well until they checked his booking and revealed that CSA use class I for business but Thai (and probably most others) use class I for redemption bookings so they refused to transfer booking despite CSA rep telling them it was a paid ticket.
I was offered a flight on Malaysian via KL but at the last minute, they realised the KL Sydney flight was only available in economy. Perhaps I should have taken that anyway, but didn't.
All other airlines said their business class was full. Really? I found this extremely hard to believe. I then found out about the extent of overbooking and the airlines need to keep business seats for over booked economy passengers!
Finally admitted defeat after being assured that there was an earlier flight on CSA from Delhi to CAN leaving at 12.40 which would meet with the 21.00 CAN-SYD flight. Got to airline booked hotel about midnight. Room and food were ok but heard economy passengers were told they had to twin-share even if travelling alone!
Got to airport next morning to find - surprise, surprise - that the 12.40 flight had been cancelled/delayed and the new time of 15.00 would mean not connecting to the Sydney flight. After much angry and eventually futile remonstration, I boarded a flight about the scheduled time.
Tried again at CAN to swap to another flight to avoid time wasted staying overnight. Offered two options but both had another plane change and time advantage was minimal. Checked in for the CSA flight to Sydney and confirmed it was an A380.
Stayed in hotel many km from airport and offered rice and water as only food/drink available, even for children.
Got flight back and found that it was not the promised A380 but an A330. Significantly lower standard of fittings and amenities, fortunately had no-one in next door seat. Arrived Sydney on time but of course I missed my work commitment which was the reason for booking with CSA in the first place and as I am self employed this meant that I lost income of about $3000 which doubled the cost of the ticket.
So, lets be clear, I WILL NEVER FLY ON CHINA SOUTHERN AIRLINES AGAIN AND STRONGLY ADVISE OTHERS TO THINK LONG AND HARD BEFORE DOING SO. Of course, I have now found out that CSA is notorious for cancelling flights seemingly at will or if the flight isn't full enough or some other equally unacceptable reason.
It is clear that the airline management is more used to moving large numbers of uncomplaining Chinese passengers around with the knowledge that as a government owned enterprise, the customers won't make a fuss. They need to learn very quickly that this is totally unacceptable to Western travellers.
