I recently asked a question on the forum about travelling on a China Southern Airlines codeshare flight with KLM from LHR to AMS for onward travel with CZ to Guangzhou. I was given the answer that I should check in with the airline operating the route, i.e. KLM. The trip was successful, although thanks to the check in staff at LHR T4, it nearly didn't happen. KLM check in is handled by a company called Cobalt, whose staff initially refused to let me travel on a TWOV basis, as they said, quite rightly, I did not have a Chinese visa. I tried to explain that I intended to apply for a 240hr TWOV on arrival at CAN airport, which is quite legal, but the agent said they knew nothing about this. I showed them the public TIM entry on my ipad and also the official Chinese Government webpage that explains about the scheme, but they still claimed it was incorrect and they had never heard of this scheme!!! I then asked them to get in touch with either CZ or KLM, only to be told they could not do so. I insisted they check the TIM issued to airlines and after about 30 minutes they eventually conceded that it was possible after all.

My point of the above is, surely the agents for an airline(KLM) operating a codeshare flight for a Chinese airline(CZ, MU and MF) should be made aware by either KLM or CZ, MU or MF that this is a likely scenario, and they should be up to speed with the scheme. There was no one I could ask for a second opinion anywhere in T4 and I seriously thought that my trip would not be happening, due to their incompetence.

I did try on numerous occasions attempt to contact CZ and KLM in advance before setting off, but after an hour each time on hold on the phone I gave up and took it for granted that the check in staff would know of the TWOV scheme.

Has anyone else experienced this unwelcome hassle at LHR T4?