Cathay poor customer services
Jul 22, 2011 | 5:58 am
#1
Original Poster
Join Date: Feb 2007
Location: NW8 London
Programs: BA Gold
Posts: 1,065
Cathay poor customer services
I booked a flight in eccom on cathay LHR-HKG-DPS and the day after i decided i wanted to upgrade the flight so i called up to see if i can change ticket to Biz or First class i was Told i cant up sell the ticket it was around 800gbp
So i re booked my ticket myself in First class and when i phoned up to change the seat i was told by the phone agent that i could have upsold the eccom ticket to Biz or First which was really annoying as i lost 800 due to the first agent i spoke too!
And then i emailed the customer service dept to complain and its been over 6 weeks now and i have had no reply i even posted to the facebook page of cathay and someone said they will deal with the problem for me but all i got was an email saying that cathay have responded to my email! which they never did!
Very annoyied at the lack of customer service , as the on board service was very good! and when i phone up i get told i can only contact the CS dept via the online form which i have done around 7 times now and no reply as yet
Anyone have contact phone number or someone i should speak too as this has gone on too long now!
Many thanks
So i re booked my ticket myself in First class and when i phoned up to change the seat i was told by the phone agent that i could have upsold the eccom ticket to Biz or First which was really annoying as i lost 800 due to the first agent i spoke too!
And then i emailed the customer service dept to complain and its been over 6 weeks now and i have had no reply i even posted to the facebook page of cathay and someone said they will deal with the problem for me but all i got was an email saying that cathay have responded to my email! which they never did!
Very annoyied at the lack of customer service , as the on board service was very good! and when i phone up i get told i can only contact the CS dept via the online form which i have done around 7 times now and no reply as yet
Anyone have contact phone number or someone i should speak too as this has gone on too long now!
Many thanks
Last edited by moonbeam; Jul 22, 2011 at 6:11 am
Jul 22, 2011 | 12:49 pm
#3
Join Date: Mar 2010
Location: New York
Programs: AAdvantage, BA Executive Club, CX MPC, Marriot Rewards, Priority Club
Posts: 152
Let me see if I get the OP story right.
1. Bought an economy ticket LHR-HKG-DPS.
2. Paid 800 British pounds sterling
3. A day later wanted to upgrade to J or F.
4. Was told he/she couldn't up-sell.
5. Bought a new ticket for travel in first class.
6. Was told by agent he/she could have up-sell.
7. Lost the initial 800 payment.
8. Email customer service to complain.
9. Posted on CX fb page.
10. Need info on who to contact @CX to complain.
OP, what kind of ticket you had that you lost the 800?
1. Bought an economy ticket LHR-HKG-DPS.
2. Paid 800 British pounds sterling
3. A day later wanted to upgrade to J or F.
4. Was told he/she couldn't up-sell.
5. Bought a new ticket for travel in first class.
6. Was told by agent he/she could have up-sell.
7. Lost the initial 800 payment.
8. Email customer service to complain.
9. Posted on CX fb page.
10. Need info on who to contact @CX to complain.
OP, what kind of ticket you had that you lost the 800?
Jul 22, 2011 | 7:45 pm
#5
Join Date: Oct 1999
Location: HKG
Programs: CX DM, SQ, BA, TG, Sheba, VN, MPO since 1980
Posts: 1,058
A friend's wife used to work for CX customer service. They have a list of set replies that they mix and match to suit the complaint situation and are no doubt combining yours now. Takes about 6 weeks - 2 months.
Jul 23, 2011 | 8:49 pm
#6
Join Date: Sep 2005
Location: TPE / HSZ
Programs: CX GO (=SPH), IHG Diamond Amb, Hertz 5*, Accor, Hilton, National
Posts: 7,235
I know it's too late for OP now, but since F TKTs are usually refundable, I wonder if OP could have refunded the F TKT first, and then up-sold the original Y TKT to J or F after knowing that it is indeed up-sellable.