Written on: 27/07/2010
I experienced a flight delay on Cathay Pacific from Singapore to Shanghai, and as a result, missed my connecting flight in Hong Kong, and had to stay overnight in Hong Kong to catch the earliest flight to Shanghai the next morning. For insurance purposes, I requested for a formal letter from Cathay.
The ground staff at the Cathay counter assured me that the letter provided would be sufficient. However, this proved to be wrong. In the letter given to me, there was no reason stated for the flight delay and the rescheduled details were vague. And naturally it was rejected by the insurance company. And now, I am still battling the slow (they can take up to 20 business days to reply to feedback, which is simply unacceptable in these times!) and unresponsive feedback system to request for a new letter.
Also, in the letter, it stated that transport and meals would be provided with my overnight stay in Hong Kong. However, no transport was provided as the stay was at the airport hotel next door. Yet the ground staff in Singapore conveniently missed out this part, and there was no one at the Hong Kong airport to direct me to the hotel airport. I had to ask around at the hotel before I could find my way around. Meals were also not provided in the hotel accommodation Cathay made with the hotel, totally different from what the Cathay staff in Singapore had promised.
I wrote in a feedback form regarding the inconsistencies in their letter provided and service rendered on their website. There was no response at all.
While I like their cabin crew and service on-board, I would not consider taking Cathay again due to the extremely bad administrative and management system of the airline. Bad service is one thing, worse, or the lack of service recovery, is yet another big minus.