Cathay Pacific (CX) Award Redemption, Booking and Availability (2019-2022)
Feb 23, 2019, 1:03 pm
#271
Join Date: Oct 2016
Posts: 345
When this happens on AM for partner metal, AM prepares broomstick, KY Jelly and prepares to shove Refund Law so far up your behind your refund will appear from your nostrils.
So when this happens on partner FFP for CX, I'll be a little miffed if they'd open up redemption seats for you. This will be really shoving it to its own members.
So when this happens on partner FFP for CX, I'll be a little miffed if they'd open up redemption seats for you. This will be really shoving it to its own members.
I don't know. But, based on my understanding of the way award tickets work in general, CX should allow you to change your broken outbound itinerary (because they broke it) within reason ( a day or two keeping on their metal ). I am not sure if they would extend this courtesy to a separate reservation (your return) but it can't hurt to ask. If it were on the same ticket I would think you would stand a better chance of them being willing to fix the return but on separate tickets, who knows? Once CX fixes your reservation(s) on their end you will need call AS to reticket/revalidate and so long as it is a CX instituted change AS should not charge for this.
Feb 24, 2019, 12:55 am
#272
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,799
I don't know. But, based on my understanding of the way award tickets work in general, CX should allow you to change your broken outbound itinerary (because they broke it) within reason ( a day or two keeping on their metal ). I am not sure if they would extend this courtesy to a separate reservation (your return) but it can't hurt to ask. If it were on the same ticket I would think you would stand a better chance of them being willing to fix the return but on separate tickets, who knows? Once CX fixes your reservation(s) on their end you will need call AS to reticket/revalidate and so long as it is a CX instituted change AS should not charge for this.
Feb 24, 2019, 3:17 am
#273
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,215
Tips for getting a good agent to help book CX tickets:
1. Most agents in Boise know what they’re doing and have been the most helpful in my opinion
2. If they ask for your name and then thank you for your loyalty as an MVP/Gold/75K they’ve been around the block and are usually intelligent at booking award tickets
3. Agents in Phoenix usually are the worst in my experience. If you get someone from there and they don’t thank you for your loyalty it’s more than likely a new agent, or someone who transferred from VX so don’t expect a great result. HUCA if they’re not being helpful.
4. If you have to tell the agent to break up segments individually to find space, and they don’t know to do this already, you might want to consider HUCA.
5. Make sure you’re calling the partner desk. The MVP line can be good and bad and usually they have to transfer you to the partner desk anyway. The direct number is .1 (888) 280-7560
Just to add if BA and QF are showing space, and the AS agent can’t see ANY open seats, HUCA several times until you are absolutely positive the space isn’t being released to AS.
1. Most agents in Boise know what they’re doing and have been the most helpful in my opinion
2. If they ask for your name and then thank you for your loyalty as an MVP/Gold/75K they’ve been around the block and are usually intelligent at booking award tickets
3. Agents in Phoenix usually are the worst in my experience. If you get someone from there and they don’t thank you for your loyalty it’s more than likely a new agent, or someone who transferred from VX so don’t expect a great result. HUCA if they’re not being helpful.
4. If you have to tell the agent to break up segments individually to find space, and they don’t know to do this already, you might want to consider HUCA.
5. Make sure you’re calling the partner desk. The MVP line can be good and bad and usually they have to transfer you to the partner desk anyway. The direct number is .1 (888) 280-7560
Just to add if BA and QF are showing space, and the AS agent can’t see ANY open seats, HUCA several times until you are absolutely positive the space isn’t being released to AS.
Feb 24, 2019, 4:46 pm
#274
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,393
That's a great gesture, giving them a positive mention for taking for taking care of their customers!
Feb 24, 2019, 5:53 pm
#275
Join Date: Nov 2008
Location: Portland, Oregon, USA
Programs: AA ExPlat, AS MVP Gold
Posts: 909
Tips for getting a good agent to help book CX tickets:
1. Most agents in Boise know what they’re doing and have been the most helpful in my opinion
2. If they ask for your name and then thank you for your loyalty as an MVP/Gold/75K they’ve been around the block and are usually intelligent at booking award tickets
3. Agents in Phoenix usually are the worst in my experience. If you get someone from there and they don’t thank you for your loyalty it’s more than likely a new agent, or someone who transferred from VX so don’t expect a great result. HUCA if they’re not being helpful.
4. If you have to tell the agent to break up segments individually to find space, and they don’t know to do this already, you might want to consider HUCA.
5. Make sure you’re calling the partner desk. The MVP line can be good and bad and usually they have to transfer you to the partner desk anyway. The direct number is .1 (888) 280-7560
Just to add if BA and QF are showing space, and the AS agent can’t see ANY open seats, HUCA several times until you are absolutely positive the space isn’t being released to AS.
1. Most agents in Boise know what they’re doing and have been the most helpful in my opinion
2. If they ask for your name and then thank you for your loyalty as an MVP/Gold/75K they’ve been around the block and are usually intelligent at booking award tickets
3. Agents in Phoenix usually are the worst in my experience. If you get someone from there and they don’t thank you for your loyalty it’s more than likely a new agent, or someone who transferred from VX so don’t expect a great result. HUCA if they’re not being helpful.
4. If you have to tell the agent to break up segments individually to find space, and they don’t know to do this already, you might want to consider HUCA.
5. Make sure you’re calling the partner desk. The MVP line can be good and bad and usually they have to transfer you to the partner desk anyway. The direct number is .1 (888) 280-7560
Just to add if BA and QF are showing space, and the AS agent can’t see ANY open seats, HUCA several times until you are absolutely positive the space isn’t being released to AS.
Feb 24, 2019, 8:31 pm
#276
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,799
Feb 25, 2019, 10:29 am
#277
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,393
Once a booking is cancelled all award space may disappear including segments that were not affected. It is usually much better to retain award space on existing segments in an existing ticket and fix only the broken segment than it is to release all the award space and hope to get it all back plus fix the broken segment. CX cannot create a new AS ticket. They can modify their flights inside an existing AS booking and then AS can revalidate the ticket. AS cannot open new award space on CX to fix a booking broken by a CX cancellation but CX can.
Feb 25, 2019, 11:06 am
#278
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,799
Once a booking is cancelled all award space may disappear including segments that were not affected. It is usually much better to retain award space on existing segments in an existing ticket and fix only the broken segment than it is to release all the award space and hope to get it all back plus fix the broken segment. CX cannot create a new AS ticket. They can modify their flights inside an existing AS booking and then AS can revalidate the ticket.
Mileage Plan has to reissue within CX ticketing deadline.
I do not believe CX does this. Not for BAEC or QF FF. If they do this for Mileage Plan, I'll eat my shoe.
Last edited by percysmith; Feb 25, 2019 at 11:17 am
Feb 25, 2019, 5:04 pm
#279
Join Date: Nov 2013
Programs: NZ
Posts: 1,552
If CX award space is available to AS on the new flight required, then AS can book it and reissue the ticket. However if there is no award space then it is up to CX to offer a remedy to the problem they have caused. I would however start by talking to AS as in effect they are the agent for CX and should liaise with them to resolve the problem. The pax should not be required to call CX themselves, but at the end of the day that may be necessary, but don't be surprised if they say that you need to go back to AS.
Feb 25, 2019, 6:38 pm
#280
Join Date: Oct 2016
Posts: 345
If CX award space is available to AS on the new flight required, then AS can book it and reissue the ticket. However if there is no award space then it is up to CX to offer a remedy to the problem they have caused. I would however start by talking to AS as in effect they are the agent for CX and should liaise with them to resolve the problem. The pax should not be required to call CX themselves, but at the end of the day that may be necessary, but don't be surprised if they say that you need to go back to AS.
Once a booking is cancelled all award space may disappear including segments that were not affected. It is usually much better to retain award space on existing segments in an existing ticket and fix only the broken segment than it is to release all the award space and hope to get it all back plus fix the broken segment. CX cannot create a new AS ticket. They can modify their flights inside an existing AS booking and then AS can revalidate the ticket. AS cannot open new award space on CX to fix a booking broken by a CX cancellation but CX can.
Feb 25, 2019, 7:25 pm
#281
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,393
Frontline agents probably do not do it but there should be a designated special liaison between programs that can fix issues like this. For BA or QF there should be a One World Liaison that can contact their counterpart in CX to work through the issue. AS, not being part of One World may have a different Liaison but there should be someone in that capacity who is empowered to deal with situations like this. At least that is my understanding based on reports I have read.
Feb 25, 2019, 10:31 pm
#282
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,799
Frontline agents probably do not do it but there should be a designated special liaison between programs that can fix issues like this. For BA or QF there should be a One World Liaison that can contact their counterpart in CX to work through the issue. AS, not being part of One World may have a different Liaison but there should be someone in that capacity who is empowered to deal with situations like this. At least that is my understanding based on reports I have read.
https://www.flyertalk.com/forum/25110950-post1.html
https://www.flyertalk.com/forum/24671201-post807.html
Last edited by percysmith; Feb 26, 2019 at 12:42 am
Feb 26, 2019, 12:17 am
#283
Join Date: Oct 2016
Posts: 345
At least two examples where liaisons failed to be fairy godmothers (there's a third involving CX and MH on AAdvantage but I can't find it).
https://www.flyertalk.com/forum/25110950-post1.html
https://www.flyertalk.com/forum/24671201-post807.html
https://www.flyertalk.com/forum/25110950-post1.html
https://www.flyertalk.com/forum/24671201-post807.html
I will post a resolution when I get it, hopefully in the next couple days. Thanks again @skimthetrees and @minz56 for the helpful information you guys have provided.
Feb 26, 2019, 12:42 am
#284
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,799
Didn't your issue (the first link) get resolved? And in your post you state "contact a supervisor and have them contact the liaison" which seems counter to your point that liaisons can't be fairy godmothers. Second link you posted is closer to what I am facing but still not exactly my situation as OP's original flight still exists. In case I didn't make it clear when I asked for comments/suggestions/advice, the second segment to my married ticketed flight (unlike the situation you linked to in your linked post above) is completely cancelled and got rescheduled to a day earlier. There are no other flights out to MLE that day and the next flight is not till 3 days later. I am ticketed to fly into HKG hours after the MLE flight departs.
Mine was married too - original HKG-xDOH-xGRU-oAEP (HKG-xDOH-xGRU-oEZE was "star-crossed")
I was left in limbo for under three weeks after my DOH-GRU was dropped without replacement (HKG-DOH,GRU-AEP, intra-Argentinian flights, EZE-LHR-HKG)
Reissued HKG-DOH-EZE once DOH-EZE released. Needed one more day's leave (CX had space HKG-DOH for one day earlier)
Last edited by percysmith; Feb 26, 2019 at 1:30 am
Feb 26, 2019, 1:08 am
#285
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,799
I've another cancelled partner (airline stopped operating the route) https://www.flyertalk.com/forum/28436114-post45.html
This was a route both CX and UL flew, and CX piled on the KY Jelly
It took me 9 months to get CX to rebook me on their own metal.