Cathay Pacific Airlines

Further to my last email to you, as much as we would like to help with [redacted] 's request of further compensation, I am afraid that I can only reiterate our position and we kindly have to decline his request on this occasionHe has accepted our full and final settlement of USD and we are not liable for any further compensationWe hope for his understanding that every company must have policies that best suit the business environment they operateSincerely, [redacted] Cathay Pacific Airways Limited

[redacted] Dear [redacted] ***, Thank you for contacting Cathay Pacific Airways on behalf of [redacted] I appreciate this opportunity to review his concern and clarify our positionOur Customer relations team has corresponded with [redacted] directly with an explanation and an apologyHe has been offered reimbursement him for his hotel costsReflected below is our correspondence with himThank you once again for giving us a opportunity to clarify our positionWe offer [redacted] , our sincere apologies for any inconvenience experienced as well as for the delay in handling his concernsPlease do not hesitate to contact us should you require any further questionsSincerely, Simran K [redacted] Coordinator Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted]

[redacted] , has recieved our full and final settlement of USD 1595.I think this demonstrates our good faith in this issue and respectfully we we are not liable for any further compensationReflected below is our final reply to himOn behalf of Cathay Pacific Airways we again thank you for giving us an opportunity to clarify our positionSincerely, [redacted] Cathay Pacific Airways Limited ============================================================ Our Ref: [redacted] ***02/Dear [redacted] , We acknowledge the receipt of you mail and appreciate this opportunity to clarify our policy and address your understandable displeasure at Cathay Pacific’s handlingPlease be informed that the carrier’s liability for checked baggage is governed by the applicable international treaty and conventionsThis case is governed and limited by the Montreal Convention at SDR (=USD ) per passenger irrespective of the number of bags delayed, lost, damaged and missing itemsThe offer of this maximum liability SDR is subject to prove by the receipts of actual lossYou have acknowledged the receipt of USD as a full and final settlement of this claim from Cathay Pacific Airways and respectfully, we are not liable for any further compensationPlease refer to the relevant information stipulated in our General Conditions of Carriage below: Except where these conditions of carriage state differently, our liability shall be limited to proven compensatory damages, and in any event, we shall not be liable for (i) any loss of profits, revenue, contracts, sales, anticipated savings, goodwill and reputation; and (ii) indirect, consequential losses, or (iii) any form of non-compensatory damages [redacted] , in closing, we are hopeful you will see we have exceeded our obligations in this unfortunate situationWe once again offer you our sincere apologies for any inconvenience you experienced; it was never our intentionWe consider this case closed on our endSincerely, [redacted] E-mail: [redacted] Cathay Pacific Airways Limited

At this time, I have been contacted directly by Cathay Pacific Airlines regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here]They paid me a total of $US dollars for items that were around that price, which is fairThey did not pay any of my per diem expenses because when my luggage was lost they informed me they will not mail it to me nor will they deliver it to meI had to pick it up in person which means I had to stay in Manila days longer than I had plannedI do not live in ManilaI had expenses around $50-US dollars a day averaging out my food and lodging expenses, this does not include transportation expenses back and forth to the airport at least times for items identified as mine but it was not mine the first time I went and the second time being to check and see what was going on because I received no return phone calls or returned email messagesI asked for the $per der day per diem for passengers with lost luggage, but was ignored In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

[redacted] [redacted] size="3"> Dear [redacted] ***, Thank you for contacting Cathay Pacific Airways on behalf of [redacted] who flew with us from Hong Kong to Newark on **Octoberon ***I would like to apologize for her recent travel experience with us with regards to her bringing in alcohol purchased from duty free into the US.MsKim has previously brought her concerns to our Customer Relations Department and our reply is reflected belowI would like reiterate that the secondary LAG (liquid, aerosol and gel) screening during boarding at Hong Kong for any flights departing for the United States is carried out by the airport security authorities and not by the airlineHence LAGs which are over 100ml are confiscated and handed over to the Customs and Excise department for disposal This information is on our website at the link below for information regarding LAGs handling in Hong Kong airport for US bound flights [redacted] restrictions on travel with liquids are the same as regular travel (listed above)However, please be aware that there is a secondary security screening of your liquid items at the gate of Hong Kong International airport for all passengers departing for the USAThis is to ensure that no excessive liquid, gas or aerosol items (over 100ml per bottle and 1,000ml in total) are carried on boardPassengers arriving in the USA without further connecting flights can purchase duty free liquid items in-flight on the last sector of their journeyPlease note that if travelling between the USA and Canada in the last sector of your journey, you are permitted to carry liquids over 100ml on board I am sure you would understand that these restrictions are in place to ensure the safety of all our passengers and crew, however I can imagine the disappointment MsKim must have felt and sincerely apologize if we disappointed her in our handling and her interaction with our staffHer comments will prove very useful to us and we are working with our team involved to determine how we can improve out communication with passengersFor future flights, may I also respectfully suggest checking the individual policies issued by the respective airline carrier to avoid similar reoccurrencesThank you once again for bringing this matter to our attentionOur apologies once again for any inconvenience causedIt was unintentionalI very much hope MsKim’s next experience with us will be much more enjoyable and problem-free Yours sincerely, Simran K [redacted] Customer Relations Representative [redacted] Our Ref: [redacted] **/10/ Dear [redacted] ***, Thank you for contacting usYour feedback is extremely important to us as it gives us an opportunity to improve our services I am sorry that you were disappointed by your recent experience with usI can understand why you feel this way and hope you will accept my apologies for the inconvenience causedI regret to learn that your duty free item was confiscated by the security staff at the Hong Kong AirportAs per the USA security requirements, a secondary LAG (Liquids / Gels / Aerosols Restrictions) screening at the boarding gate of Hong Kong international airport is required for passengers departing for USA and AustraliaThis is to ensure that no excessive LAGs item(s) over 100ml per bottle and 1000ml in total to be carried onboard, which is also mentioned on our website When passengers make any purchase onboard, our cabin crew are trained to inform them of the restrictions, however, as your point of sale was at the Haneda duty free shop, the sales person might not be aware of these restrictionsRegrettably we have no control over such salesWhile special LAG notices to remind Australia and United States bound passengers have been put up at the airport and also on our website, allow us to explain that security at the airport is handled by Hong Kong SAR Civil Aviation Department acting in accordance with international and governmental regulations and confiscation of goods is at their discretion which is beyond our controlUnfortunately, Cathay Pacific is not able to store or forward any items, which are confiscated by SecurityTherefore, we would respectfully decline any form of liability towards it and hope for your kind understanding of the matterWe appreciate you taking the time to bring this matter to our attentionOnce again, I sincerely apologise for your disappointing experience and hope that the next time you use our services you will have a more positive experienceYours sincerely Venesha D [redacted] Customer Relations Executive [redacted]

*** ***
** *** ***
*** *** *** Dear *** ***, Thank you for contacting Cathay Pacific Airways on behalf of *** *** * ***I appreciate this opportunity to review his
concern and clarify our positionPer our records *** ***, travelled with us in 'Q' class as follows: *** ** Ticket number*** *** ** *** * *** *** **
* *** ** *** * *** *** **
*** ** *** * *** *** **
* *** ** *** * *** *** **
*** As both Cathay Pacific and *** *** belong to the oneworld alliance, members will be able to earn miles in the host programme on qualifying flights and fares on both airlinesHowever, due to the different agreements amongst partner airlines and the relevant Frequent Flyer Programmes (FFP), some of the subclasses on Cathay Pacific flights may not be eligible for mileage accrual to *** *** FFPSpecifically, please be advised that in the United States and Canada, only those passengers who travel in certain economy fare classes are eligible to earn AAdvantage milesThese classes generally consist of the Y, B, and H classesOther economy class fares are not eligible for AAdvantage miles because they are either highly discounted fares or promotional fare ticketsThese classes generally consist of the K,M,L,W,S,G,N,Q and V class faresThis information may be found on Cathay Pacific Airways and American AAdvantage's respective websitesRegretfully, based on the above, you did not travel under valid fare classes qualifying for mileage crediting towards your AAdvantage accountAccordingly, I am sorry, but we are unable to credit to your AAdvantage account mileage for the flights flownNext, for the convenience of our passengers who book online, please be advised that our internet booking engine will also advise our passengers upon booking whether the ticket fare is eligible to earn AAdvantage miles when a passenger purchases his ticket onlineIn closing, we apologize for any unintended disappointment to *** ***Thank you for giving us a opportunity to clarify our positionPlease do not hesitate to contact us should you require any further assistanceSincerely, *** ***
***
*** *** *** ***
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*** *** *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I did not accept their final offer and restate my position that this is only a start for compensation and that they have made me suffer personal damage from their unfair policy and corporate selfishnessTheir airline made me lose over $in items and expences to remain in Manila because they would not mail my luggage if foundI had to personally pick it up if it was foundThey are using unfair and clever manipulations of international flight regulationsThey only gave me half of what is owed to meI escalate this complaint to civil aviation authorities now
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** ***
** *** ***
*** *** Dear *** ***, Thank you for contacting Cathay Pacific Airways on behalf of *** *** ***I appreciate this
opportunity to review her concern and clarify our positionAt Cathay Pacific, we are acutely aware that our travelers depend on our timely schedules and therefore, on-time performance is a key element of our operations however, unexpected situations may sometimes occur as what happened on this occasionThat said, during any disruption, one of our first priorities is to ensure that customers are kept abreast of all developments Accordingly, an email was sent by Cathay Pacific Airways informing *** *** about the schedule change on ** September15(we can send a copy of this email to you if you so wish)Further, I assure you that we have the utmost respect for all our passengers and apologize if unintentionally any of our ground staff in Hong Kong disappointed *** ***I have shared her feedback with our Airport team to ensure there is no repeat of this incidentIn closing, we thank you for giving us a opportunity to clarify our positionWe offer *** ***, our sincere apologies for any inconvenience she experienced; it was never our intentionPlease do not hesitate to contact us should you require any further assistanceKindest regards, Simran K*** Coordinator Customer Relations Department, Americas*** Cathay Pacific Airways Limited***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did not receive any said emailThe only email I ever received was the confirmation of my booking in April And the only correspondence I ever received after the initial booking was the reminder of my flight details in Oct.** and **I will like to have a copy of the said email that they supposedly sent me in SeptemberThey could have called also
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[redacted], has recieved our full and final settlement of USD 1595.I think this demonstrates our good faith in this issue and respectfully we we are not liable for any further compensation. Reflected below is our final reply to him. On behalf of Cathay Pacific Airways we again thank you for giving us an opportunity to clarify our position. Sincerely, [redacted] Cathay Pacific Airways Limited ============================================================ Our Ref: [redacted]02/2015 Dear [redacted], We acknowledge the receipt of you mail and appreciate this opportunity to clarify our policy and address your understandable displeasure at Cathay Pacific’s handling. Please be informed that the carrier’s liability for checked baggage is governed by the applicable international treaty and conventions. This case is governed and limited by the Montreal Convention at SDR 1131 (=USD 1594.53 ) per passenger irrespective of the number of bags delayed, lost, damaged and missing items. The offer of this maximum liability SDR 1131 is subject to prove by the receipts of actual loss. You have acknowledged the receipt of USD 1595 as a full and final settlement of this claim from Cathay Pacific Airways and respectfully, we are not liable for any further compensation. Please refer to the relevant information stipulated in our General Conditions of Carriage below: 16.5.3 Except where these conditions of carriage state differently, our liability shall be limited to proven compensatory damages, and in any event, we shall not be liable for (i) any loss of profits, revenue, contracts, sales, anticipated savings, goodwill and reputation; and (ii) indirect, consequential losses, or (iii) any form of non-compensatory damages. [redacted], in closing, we are hopeful you will see we have exceeded our obligations in this unfortunate situation. We once again offer you our sincere apologies for any inconvenience you experienced; it was never our intention. We consider this case closed on our end. Sincerely, [redacted] E-mail: [redacted] Cathay Pacific Airways Limited

[redacted]
Dear [redacted],
Thank you for contacting Cathay Pacific Airways on behalf of [redacted].
On behalf of Cathay Pacific Airways I would like to apologize for [redacted]'s disappointment with us. We...

would like to clarify that, we do support ticket changes due to a legitimate documented medical cause - but the airline has to be provided that documentation. We would like to request [redacted] to submit a doctors letter on an official letterhead stating the passengers name, dates, and medical condition causing her inability to travel over certain timeline should she wish to travel on the same ticket on recovery. There is a time limit on this however on this occasion as a gesture of goodwill will accept the documents now for her travel dates on October 2013. 
These documents should be scanned to [redacted] or mailed to:
[redacted]
We hope the foregoing is of assistance. Please do not hesitate to contact me if you have further questions.
Sincerely,
[redacted] 
[redacted] 
[redacted]

Thank you for once again contacting Cathay Pacific Airways on behalf of [redacted]. I am pleased to let you know that we have corresponded with [redacted] directly and on ** June 2015 she finally accepted our settlement offer of CAD 1961 + CAD 500 as a full and final goodwill offer. Our office in Toronto is in the process of sending [redacted] an additional cheque for CAD 500. Thank you once again for giving us a opportunity to clarify our position. Please do not hesitate to contact us should you have any further questions. Sincerely, [redacted]
[redacted]
[redacted]

Further to my last email to you, as much as we would like to help with [redacted]'s request of further compensation, I am afraid that I can only reiterate our position and we kindly have to decline his request on this occasion. He has accepted our full and final settlement of USD 1595 and we are not liable for any further compensation. We hope for his understanding that every company must have policies that best suit the business environment they operate. Sincerely, [redacted] Cathay Pacific Airways Limited

Thank you for contacting Cathay Pacific Airways once again on behalf of [redacted]. Please be advised that since [redacted] wanted a copy of the letter informing of the delay, we sent her a copy of the same directly to her on ** November 2015.(see email below). As we have not heard back from her we consider this case closed on our end. In closing, we thank you for giving us a opportunity to clarify our position. We once again offer our sincere apologies for any inconvenience [redacted] experienced. Kindest regards, Simran K[redacted] Coordinator Customer Relations Department, Americas[redacted] Cathay Pacific Airways Limited[redacted] LETTER SENT TO [redacted]
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[redacted] Dear [redacted], Thank you for your reply sent to us through Revdex.com. We sincerely regret any inconvenience caused to you. As you are aware, flight schedules are not guaranteed and are subject to change for various operational reasons . That said, we do make an effort to allow ample time for our passengers to plan their journeys before the departure date and advise our passengers of the change. Attached please find the snap shot of the email sent to you intimating about the schedule change . I do hope it helps to clarify our position. We value your support and thank you for giving us a opportunity once again to address your concerns. Please do not hesitate to contact me should you have any further questions. Kindest regards, Simran K[redacted] Coordinator Customer Relations Department, Americas[redacted] Cathay Pacific Airways Limited[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I understand that I have accepted the claim settlement; however I'm more concerned about the treatment I've received from the company, the fact that there was a major delay in resolving the case clearly indicates Cathay Pacific's officers and related departments are not performing their duties and taking responsibilities. No clear instruction nor proper explanation were given when the case was first established, when I tried to inquire about the status, I was being pushed between offices. It is evident that Cathay Pacific does not have a comprehensive policy and procedures when it comes to resolving lost luggage cases, resulting in customers have to contact many different offices themselves and wait an extensive amount of time in order to push a little forward. And when I tried to escalate the issue to the senior management level to voice my concern, all the officers that I've spoke with has rejected my request and refused to report one level higher, every individual claimed to be the 'highest authority in lost luggage department', yet they can't provide a proper explanation. Therefore, I rejected the $200 USD service voucher from Cathay Pacific as it is nowhere near can compensate for the lost that I've suffer and the mis-treatment I've received. It is quite offensive and humiliating that Cathay Pacific would think $200 service voucher can de-escalate the issue when there obviously a deficiency in policy and employees not performing their duties.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted...

directly by Cathay Pacific Airlines regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]They paid me a total of $1595.00 US dollars for items that were around that price, which is fair. They did not pay any of my per diem expenses because when my luggage was lost they informed me they will not mail it to me nor will they deliver it to me. I had to pick it up in person which means I had to stay in Manila 10 days longer than I had planned. I do not live in Manila. I had expenses around $50-60.00 US dollars a day averaging out my food and lodging expenses, this does not include transportation expenses back and forth to the airport at least 3 times for items identified as mine but it was not mine the first time I went and the second time being to check and see what was going on because I received no return phone calls or returned email messages. I asked for the normal $70.00 per der day per diem for passengers with lost luggage, but was ignored.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com REF#[redacted] Our Ref:[redacted] Dear [redacted], Thank you for once again contacting Cathay Pacific Airways on behalf of Ms. Ilka Ritter. We greatly...

regret the delay however have corresponded with [redacted] directly and offered her reimbursement for USD 300 for her damaged baggage. Reflected below is our correspondence with her. Thank you once again for giving us a opportunity to clarify our position. Please do not hesitate to contact us should you require any further questions. Yours sincerely Simran K[redacted] Customer Relations Representative Customer Relations Department ============================================================ Our Ref: [redacted]/01/2016 Dear [redacted], We acknowledge the receipt of your complaint via the Revdex.com. I would like to begin with a sincere apology for the damage to your baggage on your flight with us from Hong Kong to New York on CX 846 on ** November 2015 and for the time taken to get in touch with our New York baggage team. I would like you to know that our baggage team has created a report that is reflected below and have asked me to convey their apologies as well. It greatly concerns us when our passengers have less than a satisfactory experience with our service. We would like to make amends and as a reflection of our appreciation for your patience and kind consideration we would like to offer you USD 300 towards the damage to your luggage. Attached please find a Payment Reply form which is be filled by you and returned to me at your earliest convenience with your payment details. Once we receive this back payment will be sent directly to your bank with the details you provide by our Finance department. As this process takes 2-3 weeks your patience in the interim will be greatly appreciated. Cathay Pacific is devoted to exceeding the expectations of its customers in providing excellent customer service. For that reason, we are grateful that you brought this matter to our attention, which has given us another chance to regain your confidence. We once again offer you our sincere apologies for any inconvenience you experienced; it was never our intention. If you have any questions or if I can be of further assistance, please feel free to contact me. Yours sincerely Simran K[redacted] Customer Relations Representative Customer Relations Department [Cathay Pacific Airways Limited / Hong Kong Dragon Airlines Limited] [[redacted]] Baggage report [redacted]
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Thank you for contacting Cathay Pacific Airways on behalf of [redacted]. I appreciate this opportunity to review her concern on behalf of her mother [redacted]’s delayed baggage claim...

and clarify our position. Please be advised that the lost baggage claim has been agreed to be settled by our maximum liability for SDR 1131 (CAD 1961) governed by Montreal Convention. [redacted] accepted the final settlement of CAD 1961 which is our maximum liability on ** MAY 2015 .The cheque was sent via [redacted] on **JUN and received on **JUN 2015. Additionally, having taken into consideration [redacted]’s patronage of our airlines and as a gesture of goodwill, we would like to offer a goodwill payment by service voucher at value USD 200 on top of our liability limit. We hope this would offset some of [redacted]’s disappointment for the delay. While we regret we are unable to consider the claim in full ,our manager on duty [redacted] is in direct contact with [redacted] to alleviate any residual dissatisfaction and expedite this case. In closing, we thank you for contacting us and giving us an opportunity to win back both [redacted] and her mother’s confidence in Cathay Pacific Airways. Sincerely, [redacted] Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted]

[redacted] Dear [redacted], Thank you for contacting Cathay Pacific Airways on behalf of [redacted]. I appreciate this...

opportunity to review his concern and clarify our position. Our Customer relations team has corresponded with [redacted] directly with an explanation and an apology. He has been offered reimbursement him for his hotel costs. Reflected below is our correspondence with him. Thank you once again for giving us a opportunity to clarify our position. We offer [redacted], our sincere apologies for any inconvenience experienced as well as for the delay in handling his concerns. Please do not hesitate to contact us should you require any further questions. Sincerely, Simran K[redacted] Coordinator Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited[redacted]

[redacted]
 
 
[redacted]

size="3"> 
Dear [redacted],
Thank you for contacting Cathay Pacific Airways on behalf of [redacted] who flew with us from Hong Kong to Newark on **October2016 on [redacted].
I would like to apologize for her recent travel experience with us with regards to her bringing in alcohol purchased from duty free into the US.Ms. Kim has previously brought her concerns to our Customer Relations Department and our reply is reflected below. I would like reiterate that the secondary LAG (liquid, aerosol and gel) screening during boarding at Hong Kong for any flights departing for the United States is carried out by the airport security authorities and not by the airline. Hence LAGs which are over 100ml are confiscated and handed over to the Customs and Excise department for disposal. 
This information is on our website at the link below for information regarding LAGs handling in Hong Kong airport for US bound flights. 
[redacted] restrictions on travel with liquids are the same as regular travel (listed above).
However, please be aware that there is a secondary security screening of your liquid items at the gate of Hong Kong International airport for all passengers departing for the USA. This is to ensure that no excessive liquid, gas or aerosol items (over 100ml per bottle and 1,000ml in total) are carried on board.
Passengers arriving in the USA without further connecting flights can purchase duty free liquid items in-flight on the last sector of their journey. Please note that if travelling between the USA and Canada in the last sector of your journey, you are permitted to carry liquids over 100ml on board.
 
I am sure you would understand that these restrictions are in place to ensure the safety of all our passengers and crew, however I can imagine the disappointment Ms. Kim must have felt and sincerely apologize if we disappointed her in our handling and her interaction with our staff. Her comments will prove very useful to us and we are working with our team involved to determine how we can improve out communication with passengers.
For future flights, may I also respectfully suggest checking the individual policies issued by the respective airline carrier to avoid similar reoccurrences.
Thank you once again for bringing this matter to our attention. Our apologies once again for any inconvenience caused. It was unintentional. I very much hope Ms. Kim’s next experience with us will be much more enjoyable and problem-free.

Yours sincerely, Simran K[redacted] Customer Relations Representative [redacted]
 
Our Ref: [redacted]
 
**/10/2016
 
 
Dear [redacted],
Thank you for contacting us. Your feedback is extremely important to us as it gives us an opportunity to improve our services.
I am sorry that you were disappointed by your recent experience with us. I can understand why you feel this way and hope you will accept my apologies for the inconvenience caused.
I regret to learn that your duty free item was confiscated by the security staff at the Hong Kong Airport. As per the USA security requirements, a secondary LAG (Liquids / Gels / Aerosols Restrictions) screening at the boarding gate of Hong Kong international airport is required for passengers departing for USA and Australia. This is to ensure that no excessive LAGs item(s) over 100ml per bottle and 1000ml in total to be carried onboard, which is also mentioned on our website.
 
When passengers make any purchase onboard, our cabin crew are trained to inform them of the restrictions, however, as your point of sale was at the Haneda duty free shop, the sales person might not be aware of these restrictions. Regrettably we have no control over such sales.
While special LAG notices to remind Australia and United States bound passengers have been put up at the airport and also on our website, allow us to explain that security at the airport is handled by Hong Kong SAR Civil Aviation Department acting in accordance with international and governmental regulations and confiscation of goods is at their discretion which is beyond our control. Unfortunately, Cathay Pacific is not able to store or forward any items, which are confiscated by Security. Therefore, we would respectfully decline any form of liability towards it and hope for your kind understanding of the matter.
We appreciate you taking the time to bring this matter to our attention. Once again, I sincerely apologise for your disappointing experience and hope that the next time you use our services you will have a more positive experience.
Yours sincerely
Venesha D[redacted]
Customer Relations Executive
[redacted]