I am feeling upset and I cannot find any help from Cathay pacific for those two days even though Cathay Pacific has mentioned about Society Responsibility.
So, I decide to write to Headquarter of Cathay Pacific to ask for help.
It is urgent. My wife, had booked two tickets for Chengdu, and the departure time is May 19th 2009 via Hongkong. One ticket is of my wife and the other one is of my daughter .
Unfortunately, My daughter had caught a cold five days ago and had a high fever, so we were forced to change the departure date of trip to May 24th 2009, We changed the tickets via TianBao Travel Agent, we had spent 750 Canadian dollars. Today, the result of clinical assessment comes out, The result is that my daughter has caught Fluenza A, even though we don't know whether her fever is H1N1 or not. The doctors confirmed no traveling. And the final result will come out one week later.
It is said that we can not leave on May 24th, 2009. We have to cancel this trip and book tickets for the future trips. When I called Cathay Pacific in Canada, I was asked to contact with the Agent. But the agent responded that no way and said that we could only contact Cathay Pacific.
Yes, if we only consider our benefit, we can travel and pass the boarding check while my daughter takes some medicine to cover the fever symptoms. But the other travelers will be infected with Influenza A, we have to take this trip after my daughter's completely recovery.
So, we have written emails to Cathay Pacific and we are waiting for resposne. And now I want to fax a copy to Cathay Pacific to ask for help. And this wll be the last way for us.
I believe that it is the time for every one to share the society duties, including Cathay Pacific airlines. It is absolutely wrong if we pay too much more money to our accidentally infected by Influenza A, and airlines and travel agent can get money for our changing tickets. It is a better for us to get a solution as soon as possible.

I am looking forward to the further prompt response.

Steven

April 2009


Cathay Pacific Airlines
Customer Relations


To Whom It May Concern:

This is to inform your office of one incident in NAIA that transpired last 02 April 2009. As you might have noticed, it took a while before I have decided to send this letter. I gave myself a chance to let it go but obviously, I couldn’t.

I was one of the hundred passengers of CX 904 bound from Manila to Hongkong in line at 4 am in the check-in area. One CX Ground Stewardess named Anna approached each one of us checking our flight details/passports. She even asked if I was a “seaman” so I said yes. She immediately moved to the couple next to me and offered an upgrade for $120.00. My question is, why didn’t she ask me in the first place? Maybe I was interested to pay or use my mileage points (Asia Miles Card # 1052255894 ) for the upgrade or maybe because I am a “seaman” and cannot afford to pay for an upgrade? In customer relations’ point of view, every passenger must be acknowledged and considered a potential customer who can pay.

When we finally reached the gate and waited for boarding, the same lady approached some of the passengers beside me and skipped me (again). Fortunately, these gentlemen were offered for a complimentary upgrade. I stood and approached the desk and talked to her and asked if I could use my mileage points for an upgrade but she said there’s no more available. I also asked her how did she select passengers for these upgrade but I got no answer.

Now I am wandering what is the use of holding an Asia Miles card if holders are not prioritized for the upgrade. I am not complaining that I was not upgraded but I was a bit concerned on how “seamen” are treated. Working in a passenger cruise ships, some of us are also working in Customer Relations so I could relate to those guests on board who have the same experience.

In addition to this incident, we waited for more than 8 hours in Hongkong due to delayed connections to San Francisco and another 6 hours to San Diego. I am not sure if NAIA staff had an idea of these delays and it would be much appreciated that passenger were informed ahead of time.

I love flying via CX and always will. I hope that our fellow Filipinos who are also working in the same industry, should treat all passengers equal. Whether they are locals, tourists or OFW’s who brings pride to our country.


Sincerely,

Guest Relations Supervisor

I got ripped off big time when I thought I could get cheaper airfare when purchasing directly from Cathay office. After 3 hour waiting I paid 64.000 pesos for ticket to Perth and later on found out I could get very same ticket online with only 59.000. Cathay is also part of illegal cartell, so I'm not really surprised of this behaviour. They are acting like they will close the shop tomorrow and trying to squeeze last dollars out of stupid (ex-) customers.

I took flight CX103 from Hong Kong to Brisbane on 27-July, seated 41C. It was not a pleasant flight already at the beginning because the plane's audio system was completely out of order.

The incident happened at around 2:00am HK time. The seat belt sign was on for quite awhile. I felt a bit cold and stood up trying to quickly get my jacket from the overhead compartment. I heard someone yelled at me from behind, spoke aloud "Do you know there is a turbulence now?" in a rude and extremely unfriendly tone. I know I was
not quite right but her wordings, tone, and attitude was so impolite and everybody looked at me. I am also surprised that one was the Inflight Service Manager. Indeed, she could speak directly rather than questioning me. I felt like a student being punished. I was surprised, and said "why you scold me?". She just denied that and say that "everything about safety has to be firm". I didn't argue with her and back on my seat, but I cannot accept that being her reason to speak rudely.

10 minutes later, I saw another woman who was sitting 7 rows in front of me left her seat going to the toilet. Another crew member came up
quickly, but that staff spoke softly, polite and sincere, asked the woman to return to her seat in Cantonese. Immediately I, and everyone,
can tell the difference of between the two.

Later I asked her name and she replied 'Jacky'. I told her that I am going to lodge a complaint against her. She said "fine, go ahead" and
again just said "everything regarding safety has to be firm". Furthermore, she said that "I am the most senior one here, I am the Manager!".

I totally agree safety is important. But her bad manner and attitude is unacceptable. Even though I was not right, I don't deserve such a insult. She is the most impolite staff I'd ever met in Cathay Pacific.

I lodged the complaint via CX website and a few weeks later a gentlemen called me. I am not satisfied with his routine response and he just credited me some asiamiles and considered this case closed. That's stupid because I can get similar mileage easily say by applied new credit card already. That mileage credit cannot compensate my insult from their most senior service staff on the cabin!

Cathay Pacific is not a good airline to fly with with such ill-tempered staff.

First of all, my flight was delayed due to bad weather. On top of that, I've to wait at the LAX airport check-in counter for more than an hour due to computer breakdown. On the plane, I was a bit slow and took me some time to work on my carry-on because I had two babies with me. A male crew saw me and quickly respond and assist me to lift up my carry-on to the upper compartment. I really appreciate his help and his courtesy to the customers. He then left.

Within seconds, the crew manager march to me with a high-tone full of anger telling me that her crews are not mean to assist customer with their carry-on luggage. If I can't lift my own luggage, I need to check-in the luggage. I told it's just the babies needs and what's wrong with a male crew helping me so as we can everyone settle down and take off sooner. She ignored my comments, and continue saying that it's not the crew member work to assist us with our heavy luggage and she pointed it's all my fault for bringing the heavy luggage. She then continue that she'll report my case to the airlines, and walked away.

What was that suppose to mean? What kind of attitude was that?

And of course that took the male crew just couple minutes time to help me. Maybe that couple minutes could be use to work on something more important or something life and dead which I'm not aware?

I really think she owes me an apology.