You know I hate people making an excuse for poor customer service in HK just because it's its not in HK's "DNA". Honestly while I do get "that" at times at eateries and food stalls, I don't recall having a bad customer service experience at high end restaurants or hotels in HK. Abrupt and factual is one thing, but I think it its unprofessional for the agent to just say I was on leave without at least offering an apology. I don't really know whats so wrong with expecting an apology because clearly some lapses happened on the airline side. I mean will it be really that inefficient if the agent said, "I apologize for the delay in response, as I have just returned to work today." vs "I have returned to work today, after being away on leave, therefore the delayed response."?

I maybe alone in thinking that an apology will make things right, I was raised to apologize immediately when at fault, own up to my mistakes and try to make amends. Personally, I don't care if I get my money today, tomorrow or next month, the proper thing to do is at least say you are sorry for not getting back to the person sooner as you were away (I really don't care if it was for business or pleasure.) at least the person would not think his follow ups were ignored.

What people fail to realize or refuse to accept is we are talking about Cathay Pacific's Customer Relations Department...and we're not talking about some accommodation of a request by Marco Polo Club. I would assume the main reason the CRD is there is to maintain good relations with their customers...clearly you cannot foster any goodwill between customer and the company if the company representative comes across as curt and unapologetic.

**I tried to search for the agent's name and found that he's based in HK but doesn't seem to be a local.