Cathay Pacific

LETTER TO CEO OF CATHAY PACIFIC !

Dear CEO,

I am a Regular flyer and use Cathay pacific as my Carrier and also with Friends.

I purchased a Refundable ticket for my Friend and alas had to cancel the ticket and was promised a Refund of £780:90 afterover £60 was taken off.

This refund was sent to my Old HSBC account in error as your staff were informed this account had been closed for some months. At the time I asked for a refund and calling Twice there after I was informed by Reservations at Cathay pacific who spoke to the refunds department that My recently used New bank card at Nationwide would be the card this £780:90 refund would be made to, indeed they give the correct last Four Digits and Correct expiry dates of my Ne Bank card!

After this refund was made on the 27th April 2016 I was left to phone around wondering where my money had gone to, Phoning Banks and Cathay Pacific several times.

Finally Cathay Pacific Reservations said the refunds department had sent it to my Old Closed HSBC account Not what I was informed twice before by them, and I should call the bank myself and ask for a Cheque to be sent to me, Literally washing their hands of it!

HSBC did not wish to know telling me its up to Cathay pacific "They sent the funds!" they said and I had to wait over 30 Minutes in a phone Q to hear that!

Cathay pacific were contact several times by phone since with this update and asked where my refund of £780:90 is, and finally Your VERY slow to respond to emails and phone calls Cathay Pacific Refunds department actually called me (7th May 2016) while I was left to again contact my Old closed bank at HSBC. HSBC said Cathay pacific should contact them and ask for a "Payment Raise" (a Search for funds). I had to contact Cathay Pacific Refunds Via your Reservations to explain this again.

I was informed finally on Friday 6th May 2016 by Your Cathay Pacific Refunds department a lady who still had No Idea where my Refund of £780:90 had gone, they may know more by next week?

Several expensive Phone calls later to all concerned, Including Cathay pacific Reservations, Refunds, HSBC, CAA, Financial Ombudsman etc, etc I still have NO Idea when I will get my £780:90 Refund and this whole appalling Unprofessional Treatment has left me Financially in difficulties, with Huge phone costs and extreme upset that has led to ill health due to the Burden of Phone calls, Time & energy attempting to resolve this mess and distress unnecessarily created by Cathay Pacific UK Refunds Department etc.

I am Utterly appalled at the way I have been treated as a Loyal Cathay pacific customer who thought Cathay pacific was Better and more professional than this? Still My Refund of £780.90 is nowhere in Sight.

I have made a complaint To the CAA and will be pursuing this vigorously I will be reviewing my Experiences in Consumer Reviews accross the globe and contacting BBC Watchdog to name but only a few. I am seeking compensation for the costs incured etc and a Full refund.

This is Disgraceful the way I have been treated and I am horrorfied at the deliberate Indifference of all concerned at Cathay pacific concerning this Mess.

No customer let alone a Regular Loyal Cathay Pacific customer should go through this Unprofessionalism.

We look forward to your Response Please. Thank You.

I fly a minimum of 3 times a year and always in business class. This time I use my Asia air miles to upgrade to first class. As usual check in was fast and very friendly at Heathrow Airport and proceed to the first class lounge. I enjoy a delicious breakfast, a shower and had a little nap as it was so quite. Boarding was quick and efficient and quickly settle in my seat, it is really big the seat and nice to have 3 windows to see out of. Krug champagne and nice small prawn salad prior to taking off. There were six of us in this class and my hostess was a lovely lady and really and I mean really looks after me. The food is very good but I felt bad as I was greedy in the lounge with my breakfast and here I am facing with a seven course dinner and I couldn't finish it all. I went to the restroom to get change and found my bed was made up for me, I went to sleep for five hours and when I woke up a nice cup of coffee was ready for me, she was watching me he he. A nice touch about my breakfast was I can have my eggs cook in any style I wanted. I have to ask myself this question is it worth it ? This is hard one for me, personally I am happy in business class but the seat and bed comfort is bigger and a tad more comfortable in first, the food, hostess service and the lounge is excellent. The only drawback is the ticket price as it is easily double. If you got the money or Asia mile for upgrade, I say go for it !

Very good service from Heathrow to Hong Kong, less so on the Hong Kong to Sydney leg.

It seems there is a lack of consistency of staff approach which could be improved.

The Business class offering is excellent and a good price

Announcements for boarding was very minimal. Queuing up very early before boarding. Aircraft arrived late and rush by local ground staff to board as fast as possible resulted in chaotic crowd management. Its so unprofessional. The staff boarding us were not too conversant in the English language. There should be Cantonese (as CX is based in Hong Kong) broadcast of boarding arrangements too but alas, very disappointed. CX's overall services have deteriorated in recent years. Its a pity and sad to see.

Aug. 17, at 18:00, found flight delayed. requested to speak to duty manager, was declined by vip lounge staff.

at 19:30, finally met duty manager, arranged to fly China Eastern at 22:00.

at 00:15, arrived in Hongkong, missed my 00:30 connecting flight back to Canada.

Presented photos of family patient, as well as two poorly attended kids to Dragon/Cathy staff in Shanghai airport, to express my urgency to get back home in Vancouver. Nothing was done between Hongkong and Shanghai in 6 hours before arrival in Hongkong. Management was never on site. staff said they usually go to bed at midnight.

Cathy PR contacted me afterwards, to offer a $100 coupon to fly Cathy again. You pathetic people! I flew 32 hours, walked between those giant terminals, waited in lines, went in and out of immigrations of different countries, worrying about my ill family members in the meantime, you think it's worth $100 of your printed piece of paper? This is a further insult, on top of my worst life time flying experience.

Please publish my name and contact information to anyone who would like to share my nightmare with. I have never ever come across with airlines like this. It is the worst when care is required.

Flew Melbourne to Hong Kong, then Hong Kong to Rome.

As a 5 star airline I thought it would be good, but I was sadly disappointed.

The seats from Melbourne to HK were like economy standard.

The seats from HK to Rome (and return) were shell, no comfort at all, no recline, minimal padding, to add to the indignity the armrest didn't even fully rise so my partner and I could have that tiny bit of extra space.. I am small but I was wedged in my seat. Very sardine-like. The food was abysmal except for the ice cream.

Altogether it was totally miserable. I wonder if they do that on purpose so you will upgrade.

Qantas, Jetstar, even Air Asia X was more comfortable in every way.

A totally miserable experience.

There is one positive though , the flights were on time and the entertainment was very good.

Horrible service, I will never use this flight again. Their PHONE line sucks. they never have customer rep to help you. Staff is OK not good and not profession. Online website does not work for changing booking preference. Not recommended in the world of 21 century. there are many other flights with better experience and services. Not sure why the hell this airway is ranked 5 star.

Flew with Cathay Pacific on my last holidays (both legs of my journey), my experience, to be summarized in one word, would be WOW!!! The airline takes the phrase - "Customer is King" rather seriously. I am happy with the kind of reception I got and would definitely fly with the airline again. Excellent Services, strongly recommended!!!!

Arrived from HK to JFK on CX 840, we were 30 mins early but waited 45 mins to find the gate. Absolutely unacceptable. Complete mismanagement. Somebody needs to be accountable. Can't fly for 15 hours and then wait 45 mins for gate.

Have flown with these guys a few times over the years and have watched their level of service go down a bit every time. but their flights have always been on time for me apart from a blizzard once but that day every flight of every airline was cancelled. I will still probably continue to fly with them if the price is right.