Cathay Pacific Airways LTD

Complaint: [redacted] I am rejecting this response.1) First of all, I do not need service voucher at allI will not have chance to use it after this kind of bad experienceIf I would ever fly with you guys again, I may book through your partner, American AirlineIn that case, if something similar happens, AA will fly me back on their own flight.2) So now you admit it was your fault causing me an overnight delay instead of weather or control flow, right? Please confirm.3) 1st part of my complaint is regarding the overnight delay in Hong KongNow you admit it is your mistakeI would like a compensation in Asia Miles mileage for itI booked my ticket through Asia Milesso I think my request is very reasonableFor overnight delay, UA/AA will normally compensate milesJust FYI.4) For my flights back to US on August 23rdMy flight from Shanghai to Hong Kong was cancelledI called your English call center many times and asked for helpThey refused to help meI finally got on to the stand by list with the help from your Mandarin call center in BeijingI am glad my native language in mandarin so I can contact themIf I can only speak English, I will not be able to fly back until 9/according to your employee from your English call centerI was ignored by the supervisor of your English call center, whose name is [redacted] I started ask him to contact from Aug 21st and he never contacted me until the afternoon on 8/Does the service of your English call center represent the service level of your company? If your Mandarin call center staff can help, why your English call center staff refused to do it? Please explain Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I think the Business:Cathay Pacific Airways LTD must respect any customers, but they do not.Now,Cathay Pacific Airways LTD determine me against their rules ,they must show the evidence because their action damage my personal interests.They say there is “ without the proof that Mrs [redacted] has not resold tickets”?wa~~, this is a so strange and illogical I never hear.According their logic,I can judge anyone to a criminal because of there is without the proof that anyone not be a criminal??? They give a information the they shutdown my account and inform me by email on April ,but there is not ture,they are liar.They shutdown my account and inform me on April by email,the attachment is evidence.Why?Why lie to us,because they did not want to show us they are too impatient to wait to earn my miles.Before March 29,my account always be ok and there is less miles in the account.On March 29,I exchange 1,062,points form my bank-account to 59,miles to [redacted] ,and then ,they just say me against their rules with any proof and my 1,062,points became nothing! Cathay Pacific Airways LTD must give me a apologize and learn to respect others.I think this actions is what thief do Sincerely, [redacted]

Revdex.com case no- [redacted] Dear Mr***, Thank you for contacting Cathay Pacific Airways on behalf of [redacted] **Pursuant to your email I reached out to our Asia Miles teamThey have been trying to get in touch with MrGe however could only leave voice messagesI have since requested for an alternate phone number so that we could reach out to him as soon as possible Rest assured our Asia miles team will follow up on Mr [redacted] concern.We hope this helps Kindest regards, [redacted]

Revdex.com Case [redacted] Dear Mr [redacted] Thank you for contacting Cathay Pacific Airways on behalf of Ms [redacted] ***(copied) We would like you to know that Ms [redacted] had previously reached out to our Customer Relations team in Hong Kong and has already been sent a formal reply on 19/03/We have asked her for the hotel and taxi receipt for our reviewHowever, have not heard from her till nowReflected below is our response to her for your kind reference I hope this helpsPlease do not hesitate to contact me should you have any further questions Kindest regards, [redacted] Coordinator Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted] ================================================================================...⇄ Formal reply sent to Ms[redacted] Our Reference: [redacted] 19/03/2017Dear Mrs [redacted] Thank you for contacting us I understand why you have made this request in the circumstances and would like to thank you for bringing it to our attention We place great emphasis on punctuality as we know how important it is to our customersThere are, however, occasions when we are not able to operate according to our published schedulesI understand your flight CX [redacted] was delayed due to a mechanical problemUnfortunately, the repair work took longer than we originally anticipatedI apologise for the significant inconvenience this delay caused youAs safety is our top priority, we will only operate a flight once we are confident that the problem has been fixed Furthermore, we understand how stressful flight delays are when travelling, and I apologise if you could not travel as you had plannedNevertheless, I have forwarded the feedback to our Airport Service Management Team in New York (EWR) to make sure we handle situations like this better in future Moving on, I would like to consider your reimbursement request for one-night hotel stay and parking chargesTherefore, request you to please send me the scanned copies of your parking and hotel bill within three weeks, and we will be happy to arrange the payment for you Once again, on behalf of Cathay Pacific Airways, I offer my most sincere apologies for the disappointing experience you encounteredI very much hope your next experience with us will be more enjoyable.Yours sincerely [redacted] ***Customer Relations ExecutiveCustomer Relations DepartmentCathay Pacific Airways Limited Thanks & Regards [redacted] Customer Relation Executive Customer Relation Department

The delay is not caused by control flowThe delay is caused by you moving me from an early flight to a later flight.The attachments can prove Cathay Pacific removed me from KA896, which departed at 8:pm on 20th, to KA894, which departed at 5:am on 21stCathay Pacific keeps lying about what they did to the customer.Also they never really look at my complaintThey sent me, who had a ticket in business cabin, to a very cheap motel for overnight delayThe hotel stinks and food is not freshBut I did not pay for the hotelSo there will not be any reimbursement. I am asking compensation for the time I wasted due to their mistakeIt is nothing some beyond their controlThey removed me from flight KAin their systemThat caused the delayNOT weather, neither flow control.Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear Mr***,The reason I write this email is twofold, one is to let you know that we truly regret the disappointment caused on this occasion and the other is to make amends.On behalf of Cathay Pacific Airways, we would again like to apologize for any unsettled feelings you have regarding this issue but you have our utmost assurance that under no circumstance would we ever want to inconvenience our passengersRest assured your feedback on the Hotel and handling by our staff has been forwarded to the relevant departments and we will work hard to improve on this in the future.Mr***, we understand that the situation you experienced was not an ideal one and we are sorry that this was not the seamless service you expected on Cathay Pacific AirwaysGiven that satisfying the needs of our customers is at the very heart of everything we do, I would first like to thank you for your kind patience throughout the delayWhile we certainly cannot undo the inconvenience caused with regards to your travel experience, however we would like to make amends and turn this negative into a positive albeit in a small way. In consideration of any inconvenience that may have been caused I would like to offer you Service Vouchers in the sum of USDand hope that this would help offset some of your disappointment. These Service Vouchers can be used to redeem extra legroom seat, excess baggage payment, for purchase of duty free products on any Cathay Pacific or Dragonair operatedThese are valid for years. I have included the terms and conditions here for your reference. Please reconfirm the address where you would like to receive the same and we shall follow up accordingly . In closing, we hope that this correspondence will help to convey to all of you our heartfelt apologies for any unintended inconvenience caused and may be a small step towards restoring your favorable impression once again of Cathay Pacific Airways. Kindest regards,***

Complaint: ***
I am rejecting this response because:Cathay Pacific mishandled our language, kept it in their possession for days in Beijing and then delivered the luggage to Yangon Airport via Hong KongWe were without our luggage for days and had to spend USD to purchasing clothing and other items for adults and childrenThe response is totally unacceptable.We will need to pursue legal action against Cathay pacific if our case is not resolved
Sincerely,
*** ***

Revdex.com case#*** 21February Dear Mr***, Thank you for contacting Cathay Pacific Airways further on behalf of Mr*** *** With no disrespect intended, we have addressed Mr***’s concern and clarified our position in this matterWe do not find any deviations from standard protocols followed by Cathay Pacific AirwaysGiven these findings, I again offer my apology for any situation that may have left Mr*** feeling unsettled however we will not be able to offer him any compensation We consider this case closed on our end Kindest Regards, *** *** *** Coordinator Customer Relations Department, Americas *** Cathay Pacific Airways Limited ***

Revdex.com case#***16February2017 Dear Mr***, Thank you for contacting Cathay Pacific Airways on behalf of Mr*** *** I would like you to know that I have replied to Mr*** (email below) on his concernsHis American airline flight was delayed and the protection
arrangements for his flight with China Airlines was per protocol done by American Airlines in Beijing to Yangon directly on China Airlines flight CA on 19Decemberand the responsibility of re-routing the bags rested with them too therefore we would not be in a position to offer reimbursement for his out of pocket expenses. Thank you once again for giving us an opportunity to clarify our positionPlease do not hesitate to contact us should you require any further questions. Kindest Regards,*** *** ***CoordinatorCustomer Relations Department, Americas*** *** *** *** ================================================================================...⇄ Reference: 10/02/Dear Mr***, Thank you for contacting Cathay Pacific Airways via Revdex.com while we investigated your concern.I appreciate this opportunity to reach out to you and clarify our position. Per our records we understand that you and your family were booked to travel with American Airlines on flight AAon 18Decemberfrom New York to Beijing, then from Beijing to Hong Kong on Cathay Pacific flight CXand then further to Yangon on Dragonair on 19DecemberPer our records, your flight on American Airlines was delayed that made you miss your connection with usThe protection arrangements for your flight with China Airlines was per protocol done by American Airlines in Beijing to Yangon directly on China Airlines flight CA on 19Decemberand the responsibility of re-routing the bags rested with them tooSince you were a no-show for your Cathay Pacific flight to Hong Kong, we had no record of your bagsOn further investigation we learnt that your bags were later found by our ground handling agents and forwarded to Hong Kong and then to Yangon on our flight. Mr***,I hope the above foregoing helps in addressing your concerns with us.We understand the inconvenience the delay in your bags caused you and offer our sincere apologies however will not be in a position to offer you compensation for your opocket expensesMay I please request you to contact China Airlines to pursue the baggage claimYours sincerely, *** *** Customer Relations Representative Customer Relations Department Cathay Pacific Airways Limited Hong Kong Dragon Airlines Limited [ref:_00D90qbmB._5006F1KnTM3:ref]

Revdex.com case no-[redacted]
 
 
Dear Mr. [redacted],
 
Thank you for contacting Cathay Pacific Airways on behalf of [redacted]. Pursuant to your email I reached out to our Asia Miles team. They have been trying to get in touch with Mr. Ge however could only leave voice messages. I have...

since requested for an alternate phone number so that we could reach out to him as soon as possible.
Rest assured our Asia miles team will follow up on Mr. [redacted] concern.We hope this helps.
 
Kindest regards,
[redacted]

Revdex.com Case[redacted]
 
 
Dear Mr. [redacted]
 
Thank you for contacting Cathay Pacific Airways on behalf of Ms. [redacted](copied).
 
We would like you to know that Ms. [redacted] had previously reached out to our Customer Relations team in Hong Kong and has...

already been sent a formal reply on 19/03/2017 . We have asked her for the hotel and taxi receipt for our review. However, have not heard from her till now. Reflected below is our response to her for your kind reference.
 
I hope this helps. Please do not hesitate to contact me should you have any further questions.
 
Kindest regards,
[redacted]
Coordinator
Customer Relations Department, Americas
[redacted]
Cathay Pacific Airways Limited
[redacted]
 
 
 
================================================================================...⇄ /> Formal reply sent to Ms.[redacted]
 
Our Reference: [redacted]19/03/2017Dear Mrs [redacted]
Thank you for contacting us.
 
I understand why you have made this request in the circumstances and would like to thank you for bringing it to our attention.
 
We place great emphasis on punctuality as we know how important it is to our customers. There are, however, occasions when we are not able to operate according to our published schedules. I understand your flight CX[redacted] was delayed due to a mechanical problem. Unfortunately, the repair work took longer than we originally anticipated. I apologise for the significant inconvenience this delay caused you. As safety is our top priority, we will only operate a flight once we are confident that the problem has been fixed.
 
Furthermore, we understand how stressful flight delays are when travelling, and I apologise if you could not travel as you had planned. Nevertheless, I have forwarded the feedback to our Airport Service Management Team in New York (EWR) to make sure we handle situations like this better in future.
 
Moving on, I would like to consider your reimbursement request for one-night hotel stay and parking charges. Therefore, request you to please send me the scanned copies of your parking and hotel bill within three weeks, and we will be happy to arrange the payment for you.
 
Once again, on behalf of Cathay Pacific Airways, I offer my most sincere apologies for the disappointing experience you encountered. I very much hope your next experience with us will be more enjoyable.Yours sincerely[redacted]Customer Relations ExecutiveCustomer Relations DepartmentCathay Pacific Airways Limited
 
 
Thanks & Regards
 
[redacted]
Customer Relation Executive
Customer Relation Department

Our Case Ref:[redacted] 09May2017  Dear Revdex.com, Thank you for contacting Cathay Pacific airways on behalf of Mrs. [redacted](copied). Pursuant to your email, I reached out to our [redacted] Service team and I appreciate this opportunity to share the information with...

you.  We have reviewed this case again however it has come to our attention that Mrs. [redacted] sold air tickets that she had redeemed using his [redacted] to a third party, which constitutes a breach of the Terms and  Conditions of Membership which governs your membership with [redacted]. The account was closed on 10Apr2017 and a termination letter was sent to member on the same date. Mr. [redacted] on behalf of member contacted  our Service Centre and requested to reactivate member’s account on 05May2017.He was given an explanation that Mrs.[redacted] had breached clause 15 of the General Conditions relating to Flight Award Redemption  which entitles [redacted] to exercise its rights under clause 3 relating to termination of a member’s membership with [redacted]. The complete [redacted] terms and Conditions of Membership can be located at  www.[redacted].com.   I hope the above foregoing helps. Please do not hesitate to contact me should you require any further assistance.  Kindest regards,  [redacted] Coordinator Customer Relations Department, Americas Email-[redacted]  Cathay Pacific Airways Limited [redacted]

Complaint: [redacted]
I am rejecting this response because: The bags were checked to Cathay Pacific from our outbound flight at DFW Airport. Cathay took possession of the bags in Beijing (PEK) and then held on to them for 3-4 whole days while we suffered the consequences of the excess charges for personal items in an amount of USD 550. We have contacted Air china and they suggest that this is Cathay Pacific's fault and Cathay should provide a refund.We are kindly requesting our case to be heard else we will have no choice but to pursue legal means.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I think the Business:Cathay Pacific Airways LTD must  respect any customers, but they do not.Now,Cathay Pacific Airways LTD determine me against their rules ,they must show the evidence because their action damage my personal interests.They say there is “ without the proof that Mrs. [redacted] has not resold tickets”?wa~~, this is a so strange and illogical I never hear.According their logic,I can judge anyone to a criminal because of there is  without the proof that anyone not be a  criminal??? They give a information the they shutdown my account and inform me by email on April 10 ,but there is not ture,they are liar.They shutdown my account and inform me on April 7 by email,the attachment is evidence.Why?Why lie to us,because they did not want to show us they are  too impatient to wait to earn my miles.Before March 29,my account always be ok and there is less miles in the account.On March 29,I exchange 1,062,000 points form my bank-account to 59,000 miles to [redacted],and then ,they just say me against their rules with any proof and my 1,062,000 points became nothing! Cathay Pacific Airways LTD must give me a apologize and learn to respect others.I think this actions is what thief do.

Sincerely,
[redacted]

? Complaint: [redacted]I am rejecting this response because:[redacted] say "she had redeemed using his [redacted] to a third party",but the truth is [redacted] didn't give me any evidences!Although this decision damage my interests!?This is very offensive that  say to customer just like "It's our business secrect so I can't show you evidences ,I had say  you breached clause".So the fact is [redacted] stole my miles without any evidence by close my account.I hope [redacted] stop this offensive tort and recover my account,than give me a letter of apology. Sincerely, [redacted]

Our Ref:0139092821May2017 Dear Mr. [redacted], Thank you for sharing Mrs. [redacted]s feedback with us. We are sorry our response was unacceptable.We have reviewed her case once again. While we understand the disappointment caused however, in all sincerity hope for both your understanding that we have guidelines to follow and without the proof that Mrs. [redacted] has not resold tickets and breached our contract, we respectfully consider this matter closed. Our reply would be consistent from all levels of escalation.  Thank you once  again for writing to us. I sincerely hope you will give us an opportunity to regain your trust in the future. Regards, [redacted]CoordinatorCustomer Relations Department, Americas[redacted]Cathay Pacific Airways Limited[redacted]

Complaint: [redacted]
I am rejecting this response.1) First of all, I do not need service voucher at all. I will not have chance to use it after this kind of bad experience. If I would ever fly with you guys again, I may book through your partner, American Airline. In that case, if something similar happens, AA will fly me back on their own flight.2) So now you admit it was your fault causing me an overnight delay instead of weather or control flow, right? Please confirm.3) 1st part of my complaint is regarding the overnight delay in Hong Kong. Now you admit it is your mistake. I would like a compensation in Asia Miles mileage for it. I booked my ticket through Asia Miles. so I think my  request is very reasonable. For overnight delay, UA/AA will normally compensate 25000 miles. Just FYI.4) For my flights back to US on August 23rd. My flight from Shanghai to Hong Kong was cancelled. I called your English call center many times and asked for help. They refused to help me. I finally got on to the stand by list with the help from your Mandarin call center in Beijing. I am glad my native language in mandarin so I can contact them. If I can only speak English, I will not be able to fly back until 9/7 according to your employee from your English call center. I was ignored by the supervisor of your English call center, whose name is [redacted]. I started ask him to contact from Aug 21st and he never contacted me until the afternoon on 8/23. Does the service of your English call center represent the service level of your company? If your Mandarin call center staff can help, why your English call center staff refused to do it? Please explain.  Sincerely,
[redacted]

Dear Mr. [redacted],   Thank you for contacting Cathay Pacific Airways on behalf of Mr. [redacted]. I am pleased to let you know that we have reviewed his concerns and have exceptionally offered to pay for his hotel expenditure in Hong Kong due to our delay. Reflected below is the reply sent to him...

from us. We are waiting for a scanned copy of his hotel invoice and once we receive this will expedite the payment as soon as possible. Rest assured ,his detailed feedback has been sent to the Airport staff to review and it will genuinely help to improve our focus on where we need it most.   We appreciate this opportunity to positively make up for Mr. [redacted]’s disappointment in us and hope that he will give us another chance to regain his confidence.   Please do not hesitate to contact me should you require any further assistance.   Kindest regards,   [redacted] Coordinator Customer Relations Department, Americas Email[redacted] Cathay Pacific Airways Limited [redacted]     Our Reference: 01453443   24/08/2017     Dear Mr [redacted],   Thank you for contacting us.   I am sorry to learn about your situation and understand the reasons for your request.   We place great emphasis on punctuality as we know how important it is to our customers. There are, however, occasions when we are not able to operate according to our published schedules. In such situations, we do our best to [redacted]imise the inconvenience caused to our customers.   Unfortunately, your flight was delayed due to air traffic control restrictions, which was beyond our control. I apologise for the inconvenience this delay caused you. However, as this was imposed by Air Traffic Control, our flights could not operate as scheduled.   In such situations, we expect our staff to manage the disruption efficiently and in a professional manner. We aim to provide our customers with accurate information at all times. I am sorry we did not provide you with the correct information pertaining to your hotel arrangements on this occasion and would like to apologise for the inconvenience we caused you.   We do recognise that proper handling can do a great deal to [redacted]imise the disruption. We acknowledge that the situation could have been handled better. Please be assured that our airport management team will be conducting a review of the events of this particular flight in order to make improvements to ensure better handling in future.   That said, airlines continue to have limited liability in the event of a flight disruption, in particular flight cancellations and delays due to weather and air traffic flow restrictions, which are beyond our control. In view of the foregoing, we would be unable to accede to your compensation request.     However in view of your understandable disappointment and as a one-off occasion, we would exceptionally like to consider your reimbursement request for hotel expenses in Hong Kong. Please send me scanned copies of your receipts and I will get back to you.     Thank you once again for your invaluable feedback. I sincerely apologise once more for the inconvenience we caused you and hope you will have a more pleasant experience the next time you travel with us.     Yours sincerely   [redacted] Customer Relations Executive Customer Relations Department Cathay Pacific Airways Limited Hong Kong Dragon Airlines Limited