Dear:

My mother in law travel from sydney to China through Hong Kong this year on 09/02/2010, she was carring her logguage when service desk women come and grab her from the arm and took her carring loguage and claim if she does not pay her extra money she will trow away her logauge and she will make into pissess the the ticket.

My mother in law has being very uptset seings that incident, which to me that is assault.
What ethical and rights does she have?

TO,
THE PERSON CONCERNED,
CATHAY PACIFIC,

SUB:- LOST BAGGAGE AND HARASMENT.

SIR.
I PARVESH GUPTA. FLY FROM CATHAY PACIFIC FROM DELHI (INDIA) TO HONGKONG FROM FLIGHT NO. CX708 ON 9TH JUNE 2009. I CHECKED IN 2 BAGGAGE IN DELHI TAG NO. CX 582988 WAS FOUND TO BE MISSING. FORTUNATELY FLIGHT WAS VIA BANGKOK. AND WHEN I REACHED HONKONG, I GOT ONE 1 BAG FROM THE CONVEYOR BELT AND 2ND ONE WAS MISSING.THE STAFF AT THE AIRPORT ISSUED ME THE FILE REFERENCE NO. HKGCX31236. I HAD MY IMPORTANT VISA ORIGINALL DOCUMENTS, MY COMPANY RESGISTRATION CERTIFICATE, MY MARRIAGE CERTIFICATE, ALL IMPORTANT THINGS. I CAME TO CHINA TO GET MY VISA DONE, FOR WHICH CHINA GOVT GIVES TIME OF 1 MONTH. AND CATHAY PACIFIC PEOPLE LOST MY BAGGAGE.. DUE TO WHICH I AM IN BIG TIME TROUBLE. I HAVE TRACING THERE HONGKONG OFFICE EVERY DAY 3 TIMES IN A DAY. THEY GIVE ME SAME REPLY . TO MESSAGE HAS COME YET FROM DELHI AND BANGKOK. STILL TRACING MY BAG. I AM ALSO A MARCO POLO MEMBER. I WANT TO UNDERSTAND THAT CAN CATHAY GIVE ME VISA FOR CHINA FOR 1 YEAR. MY ALL COMPANY PROCESS STOPPED BECAUSE OF THIS. AND I AM INTO LOT OF MENTAL EXERSION AND STRESS, I CANNOT FIND ANY WAY TO GET MY DOCUMENTS BACK... ITS REALLY PAINFULLL. AND NOW THE CATHAY PACIFIC STAFF TELLS ME, THAT THEY ARE SENDING ME CLAIM FORM FOR MY BAGGAGE, I DONT WANT ANY THING EXCEPT MY BAGGAGE WHICH HAVE MY VERY VERY IMPORTANT THINGS..

THANKING YOU,
YOURS TRULY,
PARVESH GUPTA...

Basically it boils down like this. Because of the lack of, or rather non-existent communication of rules and regulation about flying into U.S airspace to customers, I had my 130.00USD Royal Salute Chivas Whiskey confiscated just as I was about to board the flight from HK to Toronto. I bought it in Vietnam, which is where my flight started. All the Cathay ground staff did not mention anything when we bought the whiskey and took it on the flight. I was not an isolated incident but many others who flew into HK from Vietnam also had their goods confiscated. On the flight I wrote a full detail account of what happened, but guess what? No answer or email whatsoever from this company. It is a miracle that you guys win all the awards for excellence in service blah blah blah. Even the captain of the flight and other crew members acknowledge that it was a bullshit thing to do and fault of Cathay ground staff. After this experience, I can say with absolute conviction that I will never ever fly with Cathay ever again. I can I assure you also that the others who had their stuff suddenly taken away from them will do the same. Imagine spending our hard earned money on gifts for our families only to have it taken away seconds before boarding without a single explanation. At least if we were told or notify in advance then we could have at least find other ways to send our gifts or to simply sell the damn thing. Or better yet, we could have put it in our luggages. Instead, it will be either enjoyed by the people who took it away or simply thrown away. One detail I forgot to mention is that the goods we bought at Tan Son Nhat aiport in Ho chi Minh city were properly sealed in security bags. We were told that as long as we didn't damaged or open the bag, we were able to bring it on board without a problem. Dead wrong as we found out. What really made me angry was the fact that nobody to this day ( even as I am writing this) from your customer relation ( I am assuming you do have one because you have this sit up) has bothered to email us or contact us to explain or apologize. Or maybe the people in this department believe that the customers were wrong and don't need an explanation because Cathay is just perfect. Well, its only me saying this, but keep this kind of customer relation's attitude up and I am sure you will get that award again next year. I am done with this company and regret I even took the 10 mins it took to write this to you. You don't deserve even this much time and attention. Remember, bad news travel like 'wild fire' and I am making damn sure I will email every contact I know, tell every soul I meet, and take every single opportunity as it presents itself in conversation to retell this. You guys truly madly deeply suck ass!! The flight attendants were cute though, that was the only thing this bloody company had going for it.