As I said before, even though CX tends to do things right in the in-flight services, its customer service/consumer relations is pathetic (both USA and HK). The department only seems to give out "standard" apologies that sound "ungenuinely apologetic." Believe it or not, I've dealt with my complaint for over a three month period and the complaint got nowhere except for some duty free vouchers. The responses to the complaints were not even in direct response to the points in my complaints! I even escalated the issue to the CEO, that was when it was given a more prompt reply/attention. Even the CC letter to AA consumer relations got a quicker reply from AA than CX....

CX is a good airline if things go well, but when things go wrong.....you're pretty much out of luck pursuing anything with customer relations.....American carriers seems to have CS/CR departments that are more competent in dealing with complaints....

Let me guess, the lady you are dealing with is a Joanne?

Sorry you have to go through this.....premium travelers shouldn't have to spend this kind of effort to get compensation for what SHOULD HAVE BEEN PROVIDED in the first place.