CX [Excellent] Customer Service

[JohnK]

I know I am one that keeps knocking airlines and their bad customer service but yesterday I had a great experience with CX customer service in relation to a cancelled flight so thought I would post some positive comments.

On Sunday 13 June I was meant to be travelling SIN-HKG (8:30-12:15) and HKG-BKK (15:50-17:30) in business class. Last week I received notification that my HKG-BKK flight had been cancelled and I was moved on to the HKG-BKK 20:05-21:45 flight. Slightly inconvenient as BKK is not my final destination and the new flight meant that I would not get to the hotel until after midnight.

Anyway called CX customer service last week and asked if there was any possibility of getting on the earlier HKG-BKK 14:25-16:10 flight which is a A34B (weird configuration with only A, D and K seats) and there was no availability. So I was waitlisted and very little hope of this clearing.

I have been monitoring the flight for over a week and it is full and I really needed to sort out transport arrangements from BKK airport.

Anyway yesterday I noticed that one J seat opened up on the flight so I called CX customer service. The lady on the phone did mention that the flight was extremely full and it would not be possible for the waitlist to clear. I pleaded my case nicely that I have been inconvenienced and ~8 hours is a long time to spend waiting around at HKG airport. She put me on hold for around 5 minutes and came back with a confirmation for the earlier flight even though I was on an "I" class booking and there was only one full "J" seat available.

Excellent outcome for me and it means that I can now get the bus from BKK airport (instead of limousine) and arrive at my destination well before the later flight is due to depart HKG.

Thanks for the excellent service CX.

 

[ejb]

Good result John, glad to hear you are having some luck on the trip.

Enjoy the rest of the holiday.

ejb

 

[samh004]

I have a similar experience with CX lately in that it was a good outcome.

I called to check my date of birth was correct as I'd tried to set my dad as a family member and the website said my 'actual' birthday was wrong.

First time calling i was offered to partake in a customer service survey after my problem had been resolved. I chose no. Navigated the options. Was on hold for a minute before a customer service announced lines were too busy, leave a name, MPC number and contact number and they'll call me back in a day. Left a rude message.

Phoned back and chose to participate in the survey. Someone picked up immediately.

You be the judge!

They did solve my problem though.

 

[Aussie_flyer]

Which office was this JohnK?

I recently had phone call with Taipei office which worked out quite nicely. Nice girl, helped me out and very efficient. But nothing over the top.

 

[JohnK]

Which office was this JohnK?

I am guessing Sydney as I dialed the 131747 number listed for Cathay Pacific reservations.

 

[Grooba]

Nice and positive way to start the vacation JohnK, hope the rest of your trip is smooth and uneventful.

Probably 95% of the feedback I hear from CX is positive, they're certainly doing something right.

 

[JohnK]

Nice and positive way to start the vacation JohnK, hope the rest of your trip is smooth and uneventful.

Thanks. I have 6 flights in the next 2 days (the 2 SQ WHY flights worry me a little) and then hopefully 8-10 games of golf.

Probably 95% of the feedback I hear from CX is positive, they're certainly doing something right.

That sounds about right.

 

[Grooba]

Thanks. I have 6 flights in the next 2 days (the 2 SQ WHY flights worry me a little) and then hopefully 8-10 games of golf.


That sounds about right.

I played for the first time in a few months on Wednesday of this week and did pretty well, perhaps when you return an AFF round could be in order?!?!

 

[JohnK]

I played for the first time in a few months on Wednesday of this week and did pretty well, perhaps when you return an AFF round could be in order?!?!

We are getting off-topic but there will be another AFF Golf Challenge in the AFF Gathering #4 in Brisbane in October. Come along the golf is fun especially when you have serfty, Lindsay Wilson and drron in your group and a university graduate in Anat0l as the official scorer.

 

[Grooba]

We are getting off-topic but there will be another AFF Golf Challenge in the AFF Gathering #4 in Brisbane in October. Come along the golf is fun especially when you have serfty, Lindsay Wilson and drron in your group and a university graduate in Anat0l as the official scorer.

Close to boarding time for you, have fun and a safe trip.

 

[Max Samuels]

Cathay Terrific is always good. My airline of choice if I have a choice. And I think HKG is by far the best airport I have ever seen. SIN's new terminal is OK but it still has nothing on HKG in my opinion.