China Southern Airlines teams within customers relations, marketing and administration take into consideration all types of disabilities when creating and responding to customers or employees.  

China Southern Airlines has a dedicated Customer Care Centre for customers.

Department: Customer Care Center

Phone number:1-8446222993

Email: customerservice@csair.com

The customer service center keeps voice recording and processing progress records of complaint in our multimedia service system.

Identified barriers

Customers

We have not fully made our customers aware of how we can support them during their pre-travel bookings, Inflight or upon arrival in their destination.

We’ve identified that we are not always culturally sensitive to our customer with disabilities needs when communicating via our website or app.  

We have not made it clear to our employees and our vendor the full commitment to having a barrier free environment for customers.

Actions

Customers

China Southern Airlines will continue to review and improve its website communications with customers with disabilities.  Focus on content that provides tips and tricks to improve travel experience.  

China Southern Airlines will focus on inclusion of customer and employee facing publications to include alternative methods of delivery for those with visual impairments.

Short term

China Southern Airlines will draft an internal communications letter explaining the ACA program to all its employees and our commitment to continuing to have a barrier free environment for customers.

China Southern airlines will review and update its corporate social responsibility annual report to include data related to customer with disabilities.  

Long Term

Customers

China Southern Airlines corporate communications policy will be reviewed and updated to ensure that all types of disabilities are included in all corporate communications. Focus will be to include an employee newsletter that has a section to details updates on barrier free initiatives.