Originally Posted by
studio76
Yes. CX remains one of my favorite carriers, but when they screw up, IME they screw up big (mechanical failure is purely on CX), and they don't own up to it. Write a specific and non emotional letter stating the facts of the flight and that it was unacceptable. They should have made a gesture to pax, which they don't do. I feel sorry for the cabin crew in these cases, as pax turn really really ugly. My 'worst' flight ever was on CX where we were held on the aircraft for 5 hours at HKG of all places. The airlines performance was crap. My partner had a similar experience in paid F. In both cases instead of "customer service" CX stuck their head in the sand.
Quite agree.
When CX are good they can be great, and when they are poor they can be downright appalling. The spectrum of treatment can range from the sublime to the ridiculous. Especially when dealing with mechanicals.
And heaven forbid HKG gets some bad weather or a typhoon. They just seem to go into complete meltdown when it comes to providing info and sorting out pax. And that too at their "home".