On August 3rd (less than a month ago), I booked tickets for my wife and I to go to Thailand for a couple of weeks with China Southern Airlines. Our itinerary for the relevant leg:
CZ658 Mon 27 Nov 22:55 SAN FRANCISCO , SAN FRANCISCO INTERNATIONAL (SFO) 05:15 | 29 Nov GUANGZHOU , BAIYUN INTERNATIONAL (CAN)
CZ357 Wed 29 Nov 08:50 | 29 Nov GUANGZHOU , BAIYUN INTERNATIONAL (CAN) 10:50 | 29 Nov BANGKOK , SUVARNABHUMI INTERNATIONAL AIRPORT (BKK) TERMINAL 1
In the email they say:
Dear Passenger of China South Airlines:
Hello! Sorry to inform you that, the flight-from SAN FRANCISCO to Guangzhou Airport take off time at 22:55 and arrive time at 05:15,Nov 27 ,2017，CZ658, you booked has changed to:
from SAN FRANCISCO to Guangzhou Airport take off time at 12:55 and arrival time at 22:10,Nov 28,2017,CZ660 Sorry for any inconvenience!
Your current reservation information is as follows:
CZ660 2017-11-28 SFO(SAN FRANCISCO)--CAN(GuangZhou) 1255 2210+1
CZ357 2017-11-29 CAN(GuangZhou)--BKK(BANGKOK) 0850 1050
Also they added:
1.If you agree to take the changed flight, please reply “Yes”to this email. Hint: if you need to make another change after this, it will be dealt with according to use conditions of original ticket;
2.If you want to refund the ticket, please edit all following information:ticket no., traveler name, number of flight document, refund reason, refund leg, contact information, and provide the email address given in booking ticket or directly send email to [email protected] with that email, in order that we can verify corresponding information and refund the ticket for you. If you have not received our reply within reasonable time interval, please call our service hotline for ensuring that we have received your refund email.
Obviously this is a very bad change for us, since we wanted to leave a day earlier, and the layover in CAN is overnight now instead of a few hours(!), and also flying during the night is much better for our sleep time etc.
Also (and perhaps most importantly), isn't this itinerary flat out impossible? It seems that we arrive to CAN after our flight from CAN to BKK? This is how it looks in their website:
Am I entitled to any compensation, or are there any regulations that I could use to my benefit? I will also greatly appreciate if anyone has information regarding how to contact them via phone (a working US phone number perhaps? I tried the LA office, nobody picks up, and when you call the International China number I press "2" for English but the choice isn't registered and they keep speaking Chinese.)