Cathay Pacific - Extremely poor service
Jan 13, 2024, 3:41 am
#31
Join Date: Apr 2007
Location: Anywhere
Posts: 6,840
Think this is - finally - becoming clearer now. The problem stems from the fact that the ISM could not know whether the ticket was purchased by cash (where an adult fare for the same class of travel costs more than a child fare) or redeemed by miles (where the cost of redeeming the seat in the same class of travel is the same, whether it is for an adult or child). Thus the ISM assumed (wrongly) that the seats were purchased, hence denied the swap.
Jan 14, 2024, 11:05 pm
#32
Join Date: May 2018
Location: Tokyo
Programs: Bonvoy LT Titanium ANA Diamond
Posts: 825
You make some very good points about not making fun of those who lack the proper vernacular or jargon. I'm often at a loss myself. For example, it took me a bit to figure out what ISM might be. Eventually this is clear through context but that's not so easy for everyone. So let's be kind to others.
However, what I really take issue with (and maybe this ticked other users off as well) is this fatalist attitude some OPs have on this forum and immediately call doom upon the airline. Just because they had a disappointing experience, doesn't mean they have to be so dramatic about it. And to be honest, if he really is a diamond member, he should know what is and isn't allowed.
Also, like so many other things in RichMegaCity, the CX's "travelling with children rule" is so ambiguous.
These 2 rules seem to contradict one another, because how can you be accompanied by your parents at all times if you're not sitting in the same cabin?
However, what I really take issue with (and maybe this ticked other users off as well) is this fatalist attitude some OPs have on this forum and immediately call doom upon the airline. Just because they had a disappointing experience, doesn't mean they have to be so dramatic about it. And to be honest, if he really is a diamond member, he should know what is and isn't allowed.
Also, like so many other things in RichMegaCity, the CX's "travelling with children rule" is so ambiguous.
These 2 rules seem to contradict one another, because how can you be accompanied by your parents at all times if you're not sitting in the same cabin?
Seems straightforward, Accompanied means on the same flight, not same cabin.
Jan 16, 2024, 7:49 am
#33
Join Date: Jan 2024
Posts: 1
So who is going to don the oxygen masks if needed for the kids if they were left alone in one cabin while parents are in other cabin? Who is going to be responsible if something happened to the kids? Parents who left them alone in PEY or blame the crews as usual?
Jan 17, 2024, 3:32 am
#34
Join Date: May 2002
Location: STL
Programs: DL PM/1MM, DL SkClub LT, Marr LT Plat, IHG Plat, HH Diam
Posts: 2,022
Flew CX 883 LAX-HKG in F (on an AA pts redemption) a couple weeks ago and was not impressed.
Cabin booked 4/6. I was in 1A and FA came by offering pajamas. Wasn't sure about sizing so asked for rec from FA. She suggested M which I accepted. FA returns a few minutes later and advises they're now out of M after they were given to another pax!!! I then request the senior purser and explain the situation. Her eyes get massive and she appears shocked before apologizing and asking for a few moments to investigate. Looks like the revenue pax in 2D got the M and a pair of S or L were now my choices. Purser says she'll send a message and a pair of M would be waiting for me at The Pier in HKG. Upon arrival at The Pier they look at me like I'm crazy. No pajamas. Pitiful service failure.
Ended up sending in a complaint via the website and received 20k Asia Miles.
Cabin booked 4/6. I was in 1A and FA came by offering pajamas. Wasn't sure about sizing so asked for rec from FA. She suggested M which I accepted. FA returns a few minutes later and advises they're now out of M after they were given to another pax!!! I then request the senior purser and explain the situation. Her eyes get massive and she appears shocked before apologizing and asking for a few moments to investigate. Looks like the revenue pax in 2D got the M and a pair of S or L were now my choices. Purser says she'll send a message and a pair of M would be waiting for me at The Pier in HKG. Upon arrival at The Pier they look at me like I'm crazy. No pajamas. Pitiful service failure.
Ended up sending in a complaint via the website and received 20k Asia Miles.
Jan 17, 2024, 4:39 am
#35
Join Date: Feb 2015
Programs: Top Tier Flyertalk Member
Posts: 746
FA returns a few minutes later and advises they're now out of M after they were given to another pax!!! I then request the senior purser and explain the situation. Her eyes get massive and she appears shocked before apologizing and asking for a few moments to investigate.
Imo that's already a very good service recovery for the SP to have (at least tried) to send a message to have a pair ready for you at the Pier, and when that failed - HQ gave you 20k AM for something as small as a PJ.
Maybe next time I should ask for 20k compensation too if other passengers in the cabin chose all the Chinese main dish, and here's only international favourites left.
Jan 17, 2024, 5:07 am
#36
Join Date: May 2002
Location: STL
Programs: DL PM/1MM, DL SkClub LT, Marr LT Plat, IHG Plat, HH Diam
Posts: 2,022
And if the FA took your meal order, stating the Chinese main dish WAS AVAILABLE, then returned later saying it wasn't....you don't think this is a service failure?
One final point.... could care less vs could NOT care less. Two significantly different meanings to that phrase.
Last edited by hockeystl; Jan 17, 2024 at 5:19 am
Jan 17, 2024, 6:04 am
#37
Join Date: Feb 2015
Programs: Top Tier Flyertalk Member
Posts: 746
Anyways, I'm not sure what to believe anymore, since your two rants included contradicting facts.
You seem to have thoughfully leftout the fact in this thread that the SP already mentioned to you that after her initial investigation, she already mentioned that no Medium were provisined on the flight.
You also mentioned in the other thread that you received no follow up - yet you received 20k AM from HQ.
But since it was such a pitiful service failture, I would highly recommend you not redeem your AA points for any more flights on CX
Jan 17, 2024, 6:27 am
#38
Join Date: May 2002
Location: STL
Programs: DL PM/1MM, DL SkClub LT, Marr LT Plat, IHG Plat, HH Diam
Posts: 2,022
And given the lack of F awards using AA miles now, don't think that'll be a problem.
Never answered the question if a FA states the Chinese meal is available at time of order...and you make that selection, do you not feel that would be a similar service failure if FA returns saying the Chinese meal is no longer available....especially if you were sitting in F?
Last edited by l etoile; Jan 17, 2024 at 7:57 am Reason: Name-calling
Jan 17, 2024, 7:10 am
#39
Join Date: Feb 2015
Programs: Top Tier Flyertalk Member
Posts: 746
Never answered the question if a FA states the Chinese meal is available at time of order...and you make that selection, do you not feel that would be a similar service failure if FA returns saying the Chinese meal is no longer available....especially if you were sitting in F?
But hey - that's just me. Not sure about others....they might love making a scene out of it.
Last edited by l etoile; Jan 17, 2024 at 1:44 pm
Jan 17, 2024, 7:32 am
#40
Join Date: May 2002
Location: STL
Programs: DL PM/1MM, DL SkClub LT, Marr LT Plat, IHG Plat, HH Diam
Posts: 2,022
Didn't realize I had to answer such an obvious question - but if a FA offered a few choices of meals to me, and by the time I place my order/choice, and another pax have already requeseted it / it's no longer available, I have no problem selecting something else. That's not a service failure, that's just you too late picking your choice. Don't tell me this has never happened to you at a restaurant before???
FA says... "Yes, we have the Chinese option, would you like it?" You accept. FA then serves meals and comes to you and tells you they dont have it AFTER offering it you and AFTER you accepted. This is a service failure to me both in air and in a restaurant. If it's not available then don't offer it. Simple.
Jan 17, 2024, 7:40 am
#41
Join Date: Feb 2015
Programs: Top Tier Flyertalk Member
Posts: 746
Turns out they didn't have it.
But some people would love to make a scene out of whether or not they can get a free gift
¯\_(ツ)_/¯
Jan 17, 2024, 3:49 pm
#42
Join Date: Aug 2005
Location: BKK
Programs: Mucci Chevalier de la Brosse a Cheveux Dore, SK GfL, BA Gold, TG *G, HH DIA, IHG Gold, Hertz PC
Posts: 4,156
I have no idea what your conversation was, but you didn't know what size you wanted. She gave you a suggestion.
Turns out they didn't have it.
It's really no difference from a restaurant giving you a menu. Offering you everything there is on the list. After checking with the kitchen, it turns out they actually ran out of broccoli - and ask if you would like some bak choy instead.
But some people would love to make a scene out of whether or not they can get a free gift
Turns out they didn't have it.
It's really no difference from a restaurant giving you a menu. Offering you everything there is on the list. After checking with the kitchen, it turns out they actually ran out of broccoli - and ask if you would like some bak choy instead.
But some people would love to make a scene out of whether or not they can get a free gift
¯\_(ツ)_/¯
(oh well, until the rant is over and they come back…)
Jan 17, 2024, 4:10 pm
#43
FlyerTalk Evangelist
Join Date: Nov 2009
Location: Earth. Residency:HKG formerly:YYZ
Programs: CX, DL, Nexus/GE, APEC
Posts: 10,751
I have no idea what your conversation was, but you didn't know what size you wanted. She gave you a suggestion.
Turns out they didn't have it.
It's really no difference from a restaurant giving you a menu. Offering you everything there is on the list. After checking with the kitchen, it turns out they actually ran out of broccoli - and ask if you would like some bak choy instead.
But some people would love to make a scene out of whether or not they can get a free gift
Turns out they didn't have it.
It's really no difference from a restaurant giving you a menu. Offering you everything there is on the list. After checking with the kitchen, it turns out they actually ran out of broccoli - and ask if you would like some bak choy instead.
But some people would love to make a scene out of whether or not they can get a free gift
¯\_(ツ)_/¯
Jan 17, 2024, 11:45 pm
#44
Join Date: Apr 2012
Location: Hong Kong SAR
Programs: JL Diamond, CX Gold, HH Gold
Posts: 343
We're talking about F class on a supposed world class carrier, not the daily special at Applebees. But I'll play along so you can be entertained.
FA says... "Yes, we have the Chinese option, would you like it?" You accept. FA then serves meals and comes to you and tells you they dont have it AFTER offering it you and AFTER you accepted. This is a service failure to me both in air and in a restaurant. If it's not available then don't offer it. Simple.
FA says... "Yes, we have the Chinese option, would you like it?" You accept. FA then serves meals and comes to you and tells you they dont have it AFTER offering it you and AFTER you accepted. This is a service failure to me both in air and in a restaurant. If it's not available then don't offer it. Simple.
There are 6 F passengers and they might request same things at the same time and things will get out of stock.
And hell yes, before your ask, they know if your ticket is a redemption ON BOARD.
Jan 18, 2024, 7:05 pm
#45
Join Date: Apr 2009
Location: Hong Kong
Programs: CX Diamond (OW Emerald), former SQ Krisflyer Gold
Posts: 2,547
Are you sure that's the case? I know that in the past cabin crew would know who is an op-up, but for those passengers who are flying in their original ticketed class, would the cabin crew actually have information about how the ticket was booked (i.e. revenue vs mileage upgrade vs full redemption)?
