Help, stranded in HKG by CX

[cmon0005]

Hope you get back soon and in the class you paid for! I'd be sending feedback once back..

 

[ReLoad]

Ok, after going of my tree last night I got a hotel at 1.30 am.

Was told they will try for CX163 this morning at 1030. They have given me a standby ticket, no confirmed seat in any class.

I've had better dispute resolution from jet star.

At least I'm now airside which is one step closer than being in arrivals.

I swore by CX, but seriously, this is amateur hour, even the Lounge angels are saying speak to KA it's not a CX problem.

 

[docjames]

Pathetic service recovery.

Hope the w/l comes through.

 

[Ansett]

Mrs Ansett and I flew KA and ended up on CX after a delay from PVG and have to say as a result of the way we were treated by CX we wil NEVER EVER Fly CX again unless it is the VERY LAST option.

We both hope that you end up with a better resolution and get home soon in the same class or Higher that you paid for.

 

[Limewood]

We had the opposite at HK airport from CX, told can't get you on the direct flight to CNS tonight even though we had confirmed our flight and at airport 3 hours before departure, will be tomorrow!, eventually got to chief supervisor, 15mins of debate then given dinner voucher for 2, upgraded to J but came back via Sydney on QF an hour later same day, then a voucher for free Y to J upgrade on next CX flight if used within following 12 months, the latter we did and saved thousands.

 

[vitagen]

Sorry to hear about your coughpy experience...

Hope this makes you smile at least...

(Shamelessly stolen from another place)

 

[ReLoad]

Just playing the waiting game now.

It's pretty disappointing experience from an otherwise great airline. I use them for pretty much all my Asia/EU travel, but I'm certainly going to revise that now.

Shame really. Anyway fingers crossed on CX 163

 

[vitagen]

Did they give you J?

 

[ReLoad]

Ok I have a seat yipppppeeee however it's a downgrade to whY.

I really need to get home so I'm going to take it ill have the bunfight when I get home.

Not that anyone from CX reads these forums, but you dropped a whole sack of balls on this one.

 

[Isochronous]

Very disappointing - I've never had such bad service from CX before. Definitely warrants a complaint upon return home.

 

[docjames]

Safe travels.

At least with the downgrade its a daytime flight.

Be prepared for them to offer you rubbish compensation - no doubt it'll be a fight for a decent outcome.


Shows how one bad experience can really hit customer loyalty.

 

[Limewood]

Yep kick up a storm as I did, it should bear fruit.

best of luck.

 

[anat0l]

Having experienced CX's service in the air, at departure lounge and check-in service counters, this unfortunate incident surprises me immensely. Especially since this is also in CX's home base, not that it was an outstation where agents acting for CX can be understandably substandard.

Do all of CX's aircraft operating to Australia have W on them now? If so, I see not much excuse for CX to be so flippant.

Hope CX comes though after you return home.

 

[mickeyc747]

Having experienced CX's service in the air, at departure lounge and check-in service counters, this unfortunate incident surprises me immensely. Especially since this is also in CX's home base, not that it was an outstation where agents acting for CX can be understandably substandard.

Do all of CX's aircraft operating to Australia have W on them now? If so, I see not much excuse for CX to be so flippant.

Hope CX comes though after you return home.

It doesn't surprise me I got burnt on the ankle by CX coming into their home port and the service on the ground was appalling and still no word from CX to see how I was. I transferred to QF from HKG to SYD and got better service and a follow up.

 

[JohnK]

So still sitting here still, no flight, no hotel, nothing.
Been sitting here since 7.30 with multiple flight options departing with seats available.

I've now found 7 other pax in the same boat, rather interestingly all Y+ one QF WP.

Really disappointing but glad to hear you are on your way.

Having experienced CX's service in the air, at departure lounge and check-in service counters, this unfortunate incident surprises me immensely. Especially since this is also in CX's home base, not that it was an outstation where agents acting for CX can be understandably substandard.

Surprising? It has happened to me a number of times now.

Agree that some people may have had good treatment at times. I have found the CX service on the ground to be less than acceptable at times and average at best.

Patiently waiting for the next post to mention "CX treats "All" Oneworld Emeralds, especially Qantas Platinums, exceptionally well.

 

[anat0l]

I transferred to QF from HKG to SYD and got better service and a follow up.

Perhaps the only silver lining for QF for maintaining a service to HKG, even if it is only once per day (per major city) versus 2-5 services operated by CX.

 

[lmere12]

Glad you on your way, disappointed to hear about CX. Hope you get a decent compensation.

 

[Austman]

Did you talk to KA? Because afaik it really was a KA issue all along. Not CX - although they should have been more helpful. It's the airline that caused the delay that needs to take the recovery action.

 

[yohy?!]

not surprising sadly - it seems the only way to get CX's attention in this type of situation is to become a complete DYKWIA and threaten to call Next Media, SCMP etc

in service recovery situations they seem to just focus on their MPC elites to the exclusion of all others.

 

[anat0l]

Did you talk to KA? Because afaik it really was a KA issue all along. Not CX - although they should have been more helpful. It's the airline that caused the delay that needs to take the recovery action.

CX and KA... this could be like one of those QF and JQ issues

That said, to KA have their own service counters at HKG (e.g. at transit, service counter at check-in, etc.) or is it handled by CX? If the latter, that could be a real problem. Otherwise, I agree with you that hopefully ReLoad at least had a crack at asking KA for help.