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CX "lied" about availability of alternative flight
First of all, apologize for my poor English.
On 17th May, my KA783 flight from GuangZhou was delayed 1.5hrs due to late arrival of the aircraft. As result I missed my connecting flight CX 725 (12:50 departure) to Kuala Lumpur. On 12:45 I meet the KA agent on the arrival gate, and have been told CX booked me on the next flight ( CX729 16:00 departure) to Kuala Lumpur. I told the KA agent I can not accept it, because by the time I arrive Kuala Lumpur, for sure I will miss my very important meeting I suppose to take part of it. When I pass the transit security check, I noted there is one Malaysia Airlines flight MH73 depart to Kuala Lumpur on 14:45 from the airport flight information screen , So I go directly to The Wing lounge. I arrived to The Wing on 13:10 which still got 1:35 hrs before MH flight departure. I asked the CX staff who greeting me on the entrance next to the immigration, please arrange that MH flight for me and my wife because I can't afford to miss my metting. And the agent when to his computer check for me, than he told us that MH flight was not operate on today. So he can't do anything to help. And the CX729 is the earliest flight we can be on. I do understand there are not much they can do to help if the MH flight not operate on that day. So we enter The Wing start calling my co-worker make some arrangement for the meeting. We leave The Wing about 14:15, than my wife amaze by the airport information screen showing the status of MH flight we been told 'NOT OPERATE' is now boarding!!!! We go to 2F help desk ask about the MH flight information. The agent told us different story. the MH flight is on schedule. and it was too late for her to move us to that MH flight. I was so upset at that time. I missed the chance to catch up my meeting by a lie!! I couldn't believe this kind of crazy things will happen on CX staff. I report this incident and my concern to the lounge manager. She ensure me she will look into my case and get back to me regarding my concern. Unfortunately I haven't get any explanation why the agent was lie to me in pass 7 days from CX. Than today I got an email from Customer Relations Department: Dear Mr XXXX I have been asked to contact you by our airport staff, who informed me that you were disappointed by your recent experience with us. I am sorry that you were disappointed by your recent experience with us. I can understand why you feel this way and hope you will accept my apologies for the inconvenience caused. We place great emphasis on operating our flights as scheduled, as we know how important it is to our customers. There are, however, occasions when we are not able to operate according to our published schedules. Having checked our records it is noted that your flight from Guangzhou was delayed due to late arrival of the aircraft that had a knock on effect on your connecting flight to Kuala Lumpur. May I take this opportunity to explain that when it becomes clear that a certain flight cannot depart or arrive as scheduled our staff will rebook passengers with connecting flight to an alternate flight to minimise the disruption to their travel plans. I understand that you were booked on a Cathay Pacific flight departing later than Malaysia Airlines flight and do appreciate your frustration with this experience. Please rest assured that I have shared this matter with our Airport Services management team in Hong Kong so that they can follow up with the staff member in question. I sincerely hope that your next flight with us will be enjoyable. In view of your disappointment, I have credited 10,000 Asia Miles to your account, which you will see in your next statement. I sincerely hope this will go some way to restoring your faith in us. Thank you once again for bringing this matter to our attention. We look forward to welcoming you onboard one of our flights again soon. Yours sincerely Tshering Sherpa Customer Relations Executive Customer Relations Department |
Use another airline next time?
The issue is that you were trying to get a transfer onto a different airline in this case and I suspect this is where the problem lay - does not excuse a lie (and very odd given that it was an easy matter to check) |
considering that's an important meeting, I always play safe arrive a night before if I can, or fly direct to avoid misconnections.
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Originally Posted by amnicoll
(Post 26678397)
Use another airline next time?
The issue is that you were trying to get a transfer onto a different airline in this case and I suspect this is where the problem lay - does not excuse a lie (and very odd given that it was an easy matter to check) |
Originally Posted by diablo_josito
(Post 26678731)
considering that's an important meeting, I always play safe arrive a night before if I can, or fly direct to avoid misconnections.
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Originally Posted by natakating
(Post 26678989)
I did told the first agent I don't mind to pay for the MH flight.
1. CX's GDS are not like travel agents' GDS in that they cannot see all flights available. The GDS only shows CX flights. 2. The MH flight that you want to get on must also show up on CX's system as a codeshare. But codeshare flights usually cut off 4 hours before departure and that is the reason why the agent said, flight not operating because CX's inventory on that flight is gone. 3. Even if you want to get on MH's flight, and that you want to pay for it, CX cannot just 'transfer' you to the other flight on an existing ticket due to restrictions on that ticket. If you want to pay for the MH flight, you call MH yourself or get the CX agent to contact MH at the departure hall. But then you'd probably have to go to the MH counter yourself to sign the creditcard charge form. I was once on a MH flight which was cancelled and I tried to get on a CX flight while in the same lounge where you are at. It still took CX/MH about 2 hours to coordinate the tickets! 4. Knowing how flights can be delayed especially on China flights, you should have rescheduled your meetings to a more flexible time. Sure its 'important' but you have to take these things into consideration... what if there's a typhoon? You would not be able to go to KL at all ! 5. If you know that your flight was going to be delayed, then you could have just flown directly from CAN to KUL. And yes you do have a choice as to how and when you choose your flights irrespective of 'VVIP'. 6. Agents do not 'lie'. If they can't see it on their systems, why would they lie to you? In fact, they want to get rid of you as quickly as possible and the faster they put you on the plane, the less they will hear of your grumblings. Airport agents are always in the firing line when things go wrong. Please give them due credit for the work they do. Good luck.. |
Originally Posted by Guy Betsy
(Post 26679108)
Considering that you have travelled before, there are a few things that you simply do not understand...
1. CX's GDS are not like travel agents' GDS in that they cannot see all flights available. The GDS only shows CX flights. I'm just an ordinary passenger. I don't know how CX's GDS it works. And I guess 99% of other passengers don't know as well. 2. The MH flight that you want to get on must also show up on CX's system as a codeshare. But codeshare flights usually cut off 4 hours before departure and that is the reason why the agent said, flight not operating because CX's inventory on that flight is gone. I'm just an ordinary passenger. I don't know how CX's GDS it works. And I guess 99% of other passengers don't know as well. 3. Even if you want to get on MH's flight, and that you want to pay for it, CX cannot just 'transfer' you to the other flight on an existing ticket due to restrictions on that ticket. If you want to pay for the MH flight, you call MH yourself or get the CX agent to contact MH at the departure hall. But then you'd probably have to go to the MH counter yourself to sign the creditcard charge form. I was once on a MH flight which was cancelled and I tried to get on a CX flight while in the same lounge where you are at. It still took CX/MH about 2 hours to coordinate the tickets! No one told me how all this works. I just Simply think CX and MH were same in ONE WORLD alliance. Maybe CX agent could do something to help. And it is first time I had deal to this kind of situation. That's why I'm here to learn. 4. Knowing how flights can be delayed especially on China flights, you should have rescheduled your meetings to a more flexible time. Sure its 'important' but you have to take these things into consideration... what if there's a typhoon? You would not be able to go to KL at all ! I don't mind share my CX flight record with you. In total 85% of my flights were from CAN transit in HKG to other destination. from my past few years experience total 150+ flights with KA ex-Can flight, only 2-3% were delayed. That's why I take my chance on that day. 5. If you know that your flight was going to be delayed, then you could have just flown directly from CAN to KUL. And yes you do have a choice as to how and when you choose your flights irrespective of 'VVIP'. I had my reason，like cost saving, CX is cheaper..... 6. Agents do not 'lie'. If they can't see it on their systems, why would they lie to you? In fact, they want to get rid of you as quickly as possible and the faster they put you on the plane, the less they will hear of your grumblings. Airport agents are always in the firing line when things go wrong. Please give them due credit for the work they do. I do appreciate most of them. But in this case is something different. I guess if any agent in the wing told me how this thing works, instead want to get rid of me as quickly as possible by telling me the MH flight 'NOT OPERATE'. I could totally understand them, and walk away peacefully. Good luck.. |
This forum needs an upvote button. Amazing reply Guy Betsy. This should be saved/ stickied for future reference.
OP has to understand how code sharing works and that you can't just hop from CX into the next MH flight. |
Agreed, great info on some of the behind the scenes.
As they say...certain things are not an excuse...might want to revisit the VVIP designation...title inflation these days... This forum is a forum for discussion and sharing of ideas. I enjoy being a more informed traveler :D |
Originally Posted by natakating
(Post 26678326)
First of all, apologize for my poor English.
On 17th May, my KA783 flight from GuangZhou was delayed 1.5hrs due to late arrival of the aircraft. As result I missed my connecting flight CX 725 (12:50 departure) to Kuala Lumpur. On 12:45 I meet the KA agent on the arrival gate, and have been told CX booked me on the next flight ( CX729 16:00 departure) to Kuala Lumpur. I told the KA agent I can not accept it, because by the time I arrive Kuala Lumpur, for sure I will miss my very important meeting I suppose to take part of it. When I pass the transit security check, I noted there is one Malaysia Airlines flight MH73 depart to Kuala Lumpur on 14:45 from the airport flight information screen , So I go directly to The Wing lounge. I arrived to The Wing on 13:10 which still got 1:35 hrs before MH flight departure. I asked the CX staff who greeting me on the entrance next to the immigration, please arrange that MH flight for me and my wife because I can't afford to miss my metting. And the agent when to his computer check for me, than he told us that MH flight was not operate on today. So he can't do anything to help. And the CX729 is the earliest flight we can be on. I do understand there are not much they can do to help if the MH flight not operate on that day. So we enter The Wing start calling my co-worker make some arrangement for the meeting. We leave The Wing about 14:15, than my wife amaze by the airport information screen showing the status of MH flight we been told 'NOT OPERATE' is now boarding!!!! We go to 2F help desk ask about the MH flight information. The agent told us different story. the MH flight is on schedule. and it was too late for her to move us to that MH flight. I was so upset at that time. I missed the chance to catch up my meeting by a lie!! I couldn't believe this kind of crazy things will happen on CX staff. I report this incident and my concern to the lounge manager. She ensure me she will look into my case and get back to me regarding my concern. Unfortunately I haven't get any explanation why the agent was lie to me in pass 7 days from CX. Than today I got an email from Customer Relations Department: I really don't think 10,000 Asia Miles "good will" can make me feel better. and they're try to avoid the lie topic. I just can't figure out in what world airline staff could lie to passenger instead helping them when theirs flight was delayed. Any suggestion what should I do? CX's part of the contract is to get you from point A to point B, which they did in the most logical and available method. Do bear mind that it is not imperative that same alliance partners are codesharing on every flight. Bear in mind that even if you managed to get on the MH flight, there is a chance that checked bags if you have any might not make the flight due to the sheer size of the sorting facility, removal and rechecking process Your meeting was no doubt important, but unless you only come to know about it he same day morning, wham bam trundle up to Baiyun to get on the next available flight, you ought to have planned it better to arrive in KUL well prepared. However, in reading your reply, it felt like cost was above the importance of your meeting which baffles me: the cart before the horse or the horse before the cart?? In summary, you could whine and cry, even try to pull a DYKWIA but you are probably lucked out. CX did not even need to give you the 10k miles. This is not compensation, this is for service recovery and customer retention. They have tried their best to reroute you. |
Wait, price was a factor in the flight choice? Smh. You should always factor in the China policy on departing your flight by half a day late if you book for any important flights. (Not actual policy, but I swear it is...)
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Given the large number of flights that OP has taken and the flight delay(s) uncertainty with ATC in the PRC...
The 2-3% number quoted by the OP implies that either OP is unbelievably lucky or that ATC and/or the PLA have gone out of their way to bless OP's flights. Please list your flight plans in the future so FTers can enjoy delay free flights :) 3-5 flights being delayed out of 150 would be a dream for PRC flights. I feel pretty fortunate when 5 out of 10 flights leave with a slight delay. |
Originally Posted by heyheyha
(Post 26680942)
Given the large number of flights that OP has taken and the flight delay(s) uncertainty with ATC in the PRC...
The 2-3% number quoted by the OP implies that either OP is unbelievably lucky or that ATC and/or the PLA have gone out of their way to bless OP's flights. Please list your flight plans in the future so FTers can enjoy delay free flights :) 3-5 flights being delayed out of 150 would be a dream for PRC flights. I feel pretty fortunate when 5 out of 10 flights leave with a slight delay. |
Originally Posted by heyheyha
(Post 26680942)
Given the large number of flights that OP has taken and the flight delay(s) uncertainty with ATC in the PRC...
The 2-3% number quoted by the OP implies that either OP is unbelievably lucky or that ATC and/or the PLA have gone out of their way to bless OP's flights. Please list your flight plans in the future so FTers can enjoy delay free flights :) 3-5 flights being delayed out of 150 would be a dream for PRC flights. I feel pretty fortunate when 5 out of 10 flights leave with a slight delay. |
Originally Posted by heyheyha
(Post 26680942)
Given the large number of flights that OP has taken and the flight delay(s) uncertainty with ATC in the PRC...
The 2-3% number quoted by the OP implies that either OP is unbelievably lucky or that ATC and/or the PLA have gone out of their way to bless OP's flights. Please list your flight plans in the future so FTers can enjoy delay free flights :) 3-5 flights being delayed out of 150 would be a dream for PRC flights. I feel pretty fortunate when 5 out of 10 flights leave with a slight delay. |
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