Hi all,
Any help on the below appreciated, my girlfriend is stuck in her country of origin with no solution more than 18 hours after her flight departed.
She booked a flight from Dubai to Christchurch via Guangzhou with China Southern. The first leg of the flight was to be operated by Emirates.
When she arrived at the airport yesterday morning in Dubai Emirates said they had no copy of her booking. The China Southern booking number didn't register in their system. She got China Southern on the phone and they confirmed the booking is complete and the booking number is accurate, but Emirates wouldn't accept it as it didn't register in their system.
She asked China Southern to refund her entire booking or get her on the next flight but they said there was nothing they could do as apparently she was already shown as checked in for her Guangzhou > Christchurch leg. This is impossible as Emirates wasn't even able to check her into the first leg of the flight, let alone the second.
She was told by China Southern she had to either un-check herself in for the second flight or wait till it departed until they could do anything. She was not able to un-check herself into the flight as she had never checked into it in the first place so did not have any option to do anything.
Then, after the flight from Guangzhou to Christchurch left she spoke to them again and they said that she had BOARDED the flight! Apparently their system is showing her as being on board the flight, despite the fact she's stuck in Dubai having been denied boarding for the first leg.
They are now saying there's nothing they can do until after that flight lands.
Please help tell us if there's anything she can do, she just needs to get on a flight but China Southern seem completely unwilling or unable to help her.
We're concerned that if she pays for another flight (which will cost thousands of dollars) that China Southern will deny her a refund or any kind of compensation.
Please help if there's any advice you can give to help us.
Adam.
Submitted December 20, 2019 at 06:52PM by Winks13 https://ift.tt/2tEtwE5
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