Booking.com Refund Delayed After China Southern Flight Cancellation

I purchased a China Southern Airlines flight ticket through Booking.com for the route Dubai–Guangzhou–Manila scheduled for April 7, 2026, under Booking.com reference MK0RRE, and paid more than AED 2,000 by card.

On the evening of the cancellation, around 5:00 PM, I received an email from the airline informing me that the ticket had been canceled. After that, I contacted Booking.com to clarify the situation and my refund rights. During my call, your representative, Isha, confirmed that the flight was canceled due to the current situation and told me that I would be transferred to someone who could process a full refund. However, no one ever came on the line, and I waited for about two hours before the call was disconnected.

Since then, I have tried to contact Booking.com again, but your chat system is ineffective, there is no clear email contact, and I have not received any confirmation or update regarding my refund.

At this point, the airline has confirmed the cancellation, and your own representative has acknowledged it and indicated that I should receive a full refund. Despite this, I am still unable to get any clear response or action from Booking.com.

I request the prompt processing of a full refund to my original payment method and written confirmation of this refund as soon as possible.