Cathay Pacific Airlines

Review: MNLCX48907 AND MNLCX49032-LOST LUGGAGE AND MISSING ITEMS [redacted]

Cathay Pacific Airlines, San Francisco Complaints & Reviews - Cathay Pacific Airlines lack of ethics and failed reimbursement

Cathay Pacific Airlines Contacts & Informations

Cathay Pacific Airlines

Posted: 2015-01-** by [redacted]

Cathay Pacific Airlines lack of ethics and failed reimbursement

Complaint Rating: 0 % with 0 votes

Contact information:

Cathay Pacific Airlines

United States

Phone: [redacted]

I flew from San Francisco to Manila on December **-**, 2014. I was not allowed to take an earlier flight to Manila from Hong Kong due to the minute I arrived in Hong Kong from San Francisco my luggage was lost. During the course of my 12 hours waiting in Hong Kong for my original departure to Manila they found all but one of my 5 pieces of baggage. I paid for extra baggage in the amount of $450.00 US Dollars in San Francisco. I was buying a coffee in Hong Kong because I had to check in every couple hours to see if my last piece of baggage was found and when I turned my back for just one minute from my baggage cart someone stole my $600.00 US Dollar cell phone from my back pack. I never was allowed to change to an earlier flight despite having qualifying airfare and there were many seats available during the several earlier flights to Manila. I flew to Manila and they still had not found my last piece of baggage. They found it 10 days after I arrived and the military grade baggage trunk was destroyed along with many items stolen from inside of it. My limited edition Jeep luggage set was also damaged on this flight. I have filed several claims for the stolen items and have only been ignored by the Manila office and the Honk Kong office just refers me to Manila without even reading my complaint. They never paid me any compensation at all for the theft of over $1600.00 US Dollars of my stuff nor have they ever paid any compensation for delayed baggage. This is the worst airlines I have ever seen and I encourage everyone to file complaints against them and email their complaints office and file complaints with civil aviation authorities. When an airlines has such a bad reputation for lost and stolen luggage it shows a serious security risk on their flights.Desired Settlement: Refund my excess baggage fees charge to my credit card and the cash baggage fees paid to their airline. It was over $450.00 US Dollars. I had over $1600.00 US Dollars in items stolen from my destroyed baggage trunk and my trunk also cost me a lot in US Dollars. I was never reimbursed for my baggage that was 10 days late and this caused me hardship.

Consumer

Response:

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,

Business

Response:

[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

Business

Response:

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

Consumer

Response:

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:

[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 selfishness. Their airline made me lose over $4000.00 in items and expences to remain in Manila because they would not mail my luggage if found. I had to personally pick it up if it was found. They are using unfair and clever manipulations of international flight regulations. They only gave me half of what is owed to me. I 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,

Review: My flight from New York to Hong Kong was cancelled due to airplane technical problems. Due to this delay, I missed a connecting flight and a prepaid hotel expense. Cathay Pacific agents assured me that I would be reimbursed for these expenses.

It has been about two months that I am calling and writing Cathay Pacific on a weekly basis, trying to figure out who I should speak to for a reimbursement. Every time I call, its like starting a file all over again from a blank sheet. I have to retell the entire story, re-email the documentation to a different email, and be promised once again that I am in good hands. I am never given any file number or case number, and miraculously, no employee there knows who the decision maker is for reimbursements. They just tell me to resend the email. I never even get a receipt confirmation from my emails. So its been two months of following up on a weekly basis….and NOTHING. Complete amnesia with everyone I speak to. This has to be THE WORST customer service experience in my life. Either they are crooked and think that they can get away with writing me off, or they are incompetent. All I want to be reimbursed the money due to me and never have to deal with this airline again.Desired Settlement: I would like for a Cathay Pacific representative to call me right away and process my reimbursement that I was promised three months ago

Business

Response:

[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]

Review: I was traveling from Miami to Ho Chi Minh city with my wife and 2 little kids. Cathay Pacific lost our luggage for 2 days! (the 4 pieces). Here I am in the other part of the world with two little kids staying in an apartment ([redacted]), with not even a pair of pajamas. I have to buy some clothes for the interim time. The luggage representative at the airport told me that I was going to be reimbursed for the clothes and things like tooth brush, etc. I was very consciencious , for the four of us I spend less than $200. I saved all the receipts and sent them to them. They agree to send me a check but it was all a lie. It almost 5 months after and they have not sent me the check. I am a practicing physician and for me the $200 does not make any difference, but it was the principle. The lost my luggage, made me struggle with two kids in the other part of the world, they agreed to compensate me and the lied. I am going to expend as much time and money to let everybody know these are the practices of Cahtay Pacific. I have all the emails and documents saved to prove it.Desired Settlement: They should refund me the expenses I incurred due to Cathay's mishandling of our luggage

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Cathay Pacific Airlines has been resolved.

Sincerely,

Review: I am writing in behalf of my mother who is 85 years old and will be 86 next month. She left Sept *, 2013 last year to visit the Philippines but was not able to come back for medical reason. My family in the Philippines went to the Cathay Pacific Airlines Cebu office and was educated that as long as we provide the medical records she can still use her ticket once she will be given the approval to travel back. My mother was diagnosed with [redacted] but with all the proper treatment she has recovered and was given the go signal to travel. Now when my family went to the Cathay Pacific Office, she was told she needs to pay the $250.00 dollars because her ticket was only good for 6 months however there is an extension until one year. And only the $100.00 rebooking fee will be waived. That was never explained to us nor discuss. My mom called me to call the Cathay Pacific Airlines and the lady I spoke with won't even let me talk and keeps on repeating this is only 6 months ticket and she has to pay. I tried to explain to her that we could have extended the ticket then if they gave us a better explanation but nothing. And the person who misinformed us in their Cebu City, Philippine office suddenly had amnesia and don't remember telling us. I don't understand my mother is sick and old and all they want is to let her pay more money that she doesn't have. This could have been avoided if we were given the correct information from the very beginning.Desired Settlement: I just want my mom to fly back in the US without any extra charge.

Business

Response:

[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:

We hope the foregoing is of assistance. Please do not hesitate to contact me if you have further questions.

Sincerely,

Review: The airline lost one of my luggage which at the time the officer has registered it under my mom's name [redacted] (file number: [redacted]). I was promised that the claim process will only take 2 weeks, however 4 months after my flight, the issue remains as unresolved. All I've received is runaround and delays in response. I've been to all [redacted], HK and Toronto airports and have call [redacted] and Toronto offices numerous times and left voices messages, yet I have NOT received any callbacks from the offices whatsoever, not to mention that the staffs I was dealing with from [redacted] office were extremely rude. As per the [redacted] officer, since [redacted] is under Cathay Pacific, I should route all issue to Cathay Pacific, however when I was dealing to CP staffs from Toronto, they indicated that [redacted] is a separate entity which they has no control over. I have been pushed around between so many departments/ agents, yet not one single person is willing to take the responsibility to resolve the case. When I spoke with [redacted] from Toronto office demanded to escalate to [redacted], the response that I got back is '[redacted] does not take any escalation and they will not call you back, they don't care'. And when I tried to escalate to the managerial level of Cathay Pacific , [redacted] denied my request and refuse to proceed.

As a loyal customer and strong advocate of Cathay Pacific/ [redacted], I was extremely disappointed by the how the company dealt with the situation. It shows how much care it gives to its customer, how incomplete the policies/ procedures it has in place, how unprofessional and incompetent the staffs are with absolutely no regards to their customers. Overall, very big disappointment of the company, this has to be the worst customer experience I've ever had. As a large corporate like [redacted], the senior management should take correctional actions to rectify the issue.Desired Settlement: As a loyal customer and strong advocate of Cathay Pacific/ [redacted], I was extremely disappointed by the how the company dealt with the situation. It shows how much care it gives to its customer, how incomplete the policies/ procedures it has in place, how unprofessional and incompetent the staffs are with absolutely no regards to their customers. Overall, very big disappointment of the company, this has to be the worst customer experience I've ever had. As a large corporate like [redacted], the senior management should take correctional actions to rectify the issue. I would like a response from the company explaining why my case was not handled in a proper manner and to compensate the differences in the claim amount.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I canceled my fight on November **, 2013, email and phones attempts to [redacted] Pacific Airlines on November **, 2013 to get my $1393.18 refund. Still no sign of refund today, December **, 2013.

I called [redacted] Pacific today, December **, 2013, at first, I was told the refund only took 7 business days to process and request has been sent to American Express(AE) since my first request on November *, 2013. Because I was not given a confirmation number, so I called back to get one. This time Clair told me the refund has not been processed but the request was updated to AE 7 days ago from November **, 2013. I called AE and they didn't receive the request from [redacted] Pacific Airlines about refunding my money. I am disappointed at the dishonest way [redacted] Pacific choose to practice their business and how they lied and play word games with their customers.Desired Settlement: I desire to get my money back, $1493.18 minus the $100.00 cancellation fee total of $1393.18 back from [redacted] Pacific.

And thank you very much for looking into this matter and help me get my refund back.

Happy holidays.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Thank you very much for your involvement in getting this matter resolved.

I was contacted by [redacted] Pacific Airlines and had confirmed with my credit card company, American Express that $1393.18 was refunded to my account by [redacted] Pacific Airlines which would show in my December 2013 credit card statement.

Have wonderful and joyous holidays.

Thank you.

Review: I reserved my flight ticket online to go to Philippines via Cathay Pacific last 4/**/15. I left EWR on Oct **, 2015 at 1:45 am. I got in in HKG at 5:30 am. My flight from HKG to MNL was supposed to be at 9am. When I checked in for my flight in Newark, I didn't notice it at first but was changed to 2:35 pm on Oct **, 2015. That meant I would have to wait for about 9 hours for my connecting flight instead of my original of 3.5 hours. I wasn't informed beforehand about my flight being changed and I couldn't do anything about it because it was too late. An earlier flight was already overbooked. I didn't have any choice but to wait. The customers rep wasn't too helpful also. They were rude when I asked questions. The rep in Hong Kong made me write a complaint letter. That's all what they could offer me. This is ridiculous. I reserved my tickets 6 months ago. I want a refund for the flight I originally reserved and I want compensation for the inconvenience. I lost 5 hours of my vacation time stuck in Hong Kong.Desired Settlement: Refund for the whole price of the ticket I originally reserved.

Business

Response:

[redacted] Dear [redacted], Thank you for contacting Cathay Pacific Airways on behalf of [redacted]. I appreciate this opportunity to review her concern and clarify our position. At 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 occasion. That 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 [redacted] 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 [redacted]. I have shared her feedback with our Airport team to ensure there is no repeat of this incident. In closing, we thank you for giving us a opportunity to clarify our position. We offer [redacted], our sincere apologies for any inconvenience she experienced; it was never our intention. Please do not hesitate to contact us should you require any further assistance. Kindest regards, Simran K[redacted] Coordinator Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted]

Consumer

Response:

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 did not receive any said email. The only email I ever received was the confirmation of my booking in April 2015. 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 September. They could have called also.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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] 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]

Review: I flew Cathay Pacific roundtrip from Manila to JFK and then back to Manila in March. Cathay Pacific is a Member of the "[redacted]," which means it code shares and has a reciprocal relationship with other participating / partnering airlines, to include their Frequent Flyer programs.

I am a member of [redacted]' Advantage Program. [redacted] IS a participating member of The [redacted], and a participating partner to Cathay Pacific.

I submitted a claim to [redacted] vis a vis Cathay Pacific for my mileage credits and Cathay Pacific denied / rejected my claim.Desired Settlement: Issue mileage credits earned as other [redacted] participting airlines do and have done.

Business

Response:

[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. Per our records [redacted], travelled with us in 'Q' class as follows: [redacted] Ticket number[redacted] As both Cathay Pacific and [redacted] belong to the oneworld alliance, members will be able to earn miles in the host programme on qualifying flights and fares on both airlines. However, 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 [redacted] FFP. Specifically, 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 miles. These classes generally consist of the Y, B, and H classes. Other economy class fares are not eligible for AAdvantage miles because they are either highly discounted fares or promotional fare tickets. These classes generally consist of the K,M,L,W,S,G,N,Q and V class fares. This information may be found on Cathay Pacific Airways and American AAdvantage's respective websites. Regretfully, based on the above, you did not travel under valid fare classes qualifying for mileage crediting towards your AAdvantage account. Accordingly, I am sorry, but we are unable to credit to your AAdvantage account mileage for the flights flown. Next, 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 online. In closing, we apologize for any unintended disappointment to [redacted]. Thank you for giving us a opportunity to clarify our position. Please do not hesitate to contact us should you require any further assistance. Sincerely, [redacted]

Review: I traveled on 11/*/2015 with Cathay Pacific from Hong Kong to JFK. The flight arrived with delay. My luggage was severely dented and I tried to file a claim with Cathay at the airport. The customer service rep advised me that I could very easily file a claim online. He signed a piece of paper acknowledging that I had tried to file a claim with Cathay.

I proceeded to contact Cathay via email -- once shortly after my flight and once more two weeks later. I never received ANY email from them.

I then contacted them via Facebook on 12/**/2015. After an initial email exchange where I described what had happened, I never heard from them again.

The luggage that was damaged was a very valuable Rimowa suitcase.

In more than two month and despite several attempts of contacting Cathay they have yet to get in touch with me or make an effort to compensate for the damage to my luggage.Desired Settlement: I would like to be compensated for damage done to my suitcase.

Business

Response:

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] >

Review: I purchased 2 refundable airline tickets from San Francisco to Hong Kong to Bangkok on Jun *,** 2013. I canceled both tickets on Jul [redacted]. After following Cathay Pacific's procedure for getting a refund, one ticket was successfully credited but the other ticket was not. After repeated attempts to rectify the situation both with Cathay Pacific and American Express, the card the ticket was purchased with, the second ticket has not been refunded.

The ticket in that was not refunded is: [redacted]Desired Settlement: For Cathay Pacific to honor their refundable ticket policy and refund the amount paid, $2377.50.

Business

Response:

[redacted]

Dear [redacted],

Thank you for contacting us regarding [redacted] concern on his ticket refund. I am pleased to have this opportunity to address his concerns and clarify our position.

Per our records, the ticket had never been submitted for a refund and was still open for use. Pursuant to your mail we submitted the ticket for refund immediately and waived the penalty as goodwill.

Further, I am pleased to let you know that [redacted]'s ticket was processed by our refund department on [redacted]and in the amount of $ 2,377.50 to Amex.It should go to [redacted]'s account within a week.

I hope that that this correspondence will help to convey our heartfelt apologies and will be a small step to regain his confidence.We deeply regret the misunderstanding on the refund and thank [redacted] for his patience and kind consideration on this occasion. Please let me know if there's anything else I can help you with.

Sincerely,