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.