China Southern Failed to Provide My Requested Muslim Meal

When purchasing tickets for my China Southern flights CZ8065–CZ386 on August 24, 2026, and CZ386–CZ8065 on September 1, 2026, I specifically requested a Muslim meal. However, the special dietary meal I had requested was not provided to me during the flights.

When I spoke with the cabin crew, they told me that my name was not on their list and that they could not assist me for that reason. At the airport on my return trip, I explained again that this information had been provided when I purchased the tickets, but no solution was offered regarding the issue.

I later contacted the agency I purchased my tickets from, Gotogate, through online support. They stated that they classify this service as an “additional service” and that, under company policy, they could not issue a refund even though the service had not actually been provided. A service that I specifically requested and paid for was never provided, yet no responsibility is being taken for this failure. This has caused me significant inconvenience and reflects an approach that completely disregards customer satisfaction.

I request that the reason my requested Muslim meal was not provided on my flights be investigated, that I be clearly informed which party was responsible for the failure, and that the fee for this additional service, which I paid for but never received, be refunded to me.