These issues were mentioned in the recent Cathay annual report which implied that the issues were being addressed at board level and as a matter of urgency. Time will tell.
This is in itself a very unusual to mention this sort of operating issue in an annual report note and I imagine that serious action to remedy the situation is underway....lets hope so. personally I don't have an issue as my entry info ensures that I get qualified attention within a couple but our other family members dont have this privilege and sometimes wait a considerable time only to be met with agents from across the globe most of who dont have a clue.