Business Traveller (Asia-Pacific) - - INBOX -

I am a long-time Cathay Pa­cific cus­tomer, fly­ing long haul in pre­mium cab­ins at least twice per year. On a re­cent trip to San Fran­cisco from Hong Kong, I was less than im­pressed by the ground ser­vice be­fore de­part­ing. I am a Oneworld Emer­ald mem­ber and was booked into first class from a miles redemp­tion. I used the first class Pier lounge but an hour af­ter show­er­ing, I re­alised I had left my Cole Haan wash­bag with all of my toi­letries in the shower room. When I went back to re­cover it, I was told, re­gret­tably, that it had been dis­posed of.

Know­ing that I had a con­fer­ence the next morn­ing in San Fran­cisco and that we would be land­ing at about 2300 the night be­fore, I was not ter­ri­bly happy at the prospect of re-buy­ing all of my toi­letries. The ground staff tried to help but the best they could say was that, since I was in first, I would re­ceive ameni­ties on the plane.

A com­plaint filed through Cathay’s web­site has had no re­ply. While I would like to un­der­score that usu­ally Cathay ex­ceeds my ex­pec­ta­tions in ser­vice, this was well be­low par as I would ex­pect the air­line to hold on to any un­named be­long­ings at least un­til the end of the day be­fore de­cid­ing to dis­pose of them. Gre­gor Wil­son, Hong Kong

CATHAY PA­CIFIC REPLIES: We were sorry to hear of the cus­tomer’s ex­pe­ri­ence. One of our at­ten­dants found some travel-sized toi­letries, which had been opened and used, in a shower suite. Since we do not map a pas­sen­ger’s name to a suite, the at­ten­dant dis­carded them as they had no way to trace the cus­tomer. The cus­tomer re­turned about three hours later to ad­vise that they had mis­laid their toi­letries. They were of­fered an apol­ogy and were ad­vised that they would be pro­vided with a first class amenity kit.

Two weeks af­ter, the cus­tomer filed a com­plaint via an on­line form. Our cus­tomer ser­vice agent re­sponded on the same day but it ap­pears there was an er­ror with the email ad­dress pro­vided on the form, which meant the cus­tomer may not have re­ceived our re­ply, un­be­knownst to us as we re­ceived no bounce back. We have now passed the cus­tomer’s feed­back to the rel­e­vant de­part­ment for fol­low-up, but would like to apol­o­gise for any in­con­ve­nience caused.


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