LEFT HUNGRY

On January 24, my wife and I flew with Cathay Pacific from Jakarta to Hong Kong, then from Hong Kong to Beijing. The first sector was good, with a smooth check-in and friendly staff.

On the second leg, the flight was delayed. When we asked how long the delay was, Cathay staff were was uncertain. At first we were told two hours, then three hours. In the end, our flight, which should have departed at 1700, ended up leaving the gate at 2115, causing us to miss our arrival pick-up, dinner appointment and rest time in Beijing.

For this inconvenience, Cathay gave us a voucher for HK$75 (£8.50), which wasn’t even enough for a proper dinner at Hong Kong International airport. We weren’t given the option to reschedule, either.

I know that during our time waiting at the airport there were other flights to Beijing, but the airline staff wouldn’t let us change our flight. I hope that Cathay Pacific improves its customer service, especially in Hong Kong, and takes proper care of customers affected by operational problems. CATHAY PACIFIC REPLIES: We would like to thank Mr Tjongoro for taking the time to share his feedback with us. Due to operational reasons, the departure of CX312 from Hong Kong on January 24 was delayed. Unfortunately our ground staff could not rebook Mr Tjongoro on another flight because it was full.

We are sorry to learn about his unhappy experience. It is our general procedure to offer meal vouchers to delayed passengers under such circumstances. We have been in touch with him to follow up directly and, once again, offer our sincere apologies.