CX refuses to honour Oct 97 upgrade promise (Oriental Daily)
Apr 5, 2017, 8:10 pm
#46
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So she bought 2 HKG-London tickets for 20k HKD? April isn't exactly peak season, but still, my guess would be that these aren't Y flex tickets. Mrs Chung waits 2 decades -- back when Y+ didn't exist and long-haul J isn't what it is now -- and then demands 2 upgrades from (what is probably an Y saver fare) to the J cabin? 2 round-trip J fares are roughly 80k HKD. A vague letter and a verbal agreement 20 years ago, and she's asking for upgrades roughly 60k HKD in value? Seriously?
I understand that there are plenty of good reasons to complain about CX in the past few years -- but this is not it. She simply isn't entitled to those upgrades.
That said, it would've made business sense for CX to just upgrade them without making a fuss. Creating brand loyalty is important -- especially for young customers (the 12-year-old daughter in particular). Not to mention the PR.
I understand that there are plenty of good reasons to complain about CX in the past few years -- but this is not it. She simply isn't entitled to those upgrades.
That said, it would've made business sense for CX to just upgrade them without making a fuss. Creating brand loyalty is important -- especially for young customers (the 12-year-old daughter in particular). Not to mention the PR.
I have been trying to book tickets and flights are full on many days.
I don't know when the OP travels in April. But besides Ching Ming, when many Chinese travel to their parents tombs, Easter and Spring break (in HK and IN UK/Europe all schools have Spring break) mean that many flights are full.
Apr 5, 2017, 10:20 pm
#47
Join Date: Dec 2001
Location: China
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Most jurisdictions say that records be kept for seven years - I think HK follows this rule as well. So you can't expect CX either to (1) have kept the original letter and (2) kept a record that the upgrade/ favour/ whatever wasn't used anytime 1997-2009 or so.
But basically, yeah, this is OD being OD.
But basically, yeah, this is OD being OD.
Apr 5, 2017, 10:20 pm
#48
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Time was never the issue IIRC.
You are looking at this in the way how we look things nowadays.
However, if you look at this in the perspective of 1997, airlines in the past tended to make promises that was no longer valid, like unexpired miles, good redemption values, etc.
Beside - per the article, the major issue raised by CX was "no such record".
You are looking at this in the way how we look things nowadays.
However, if you look at this in the perspective of 1997, airlines in the past tended to make promises that was no longer valid, like unexpired miles, good redemption values, etc.
Beside - per the article, the major issue raised by CX was "no such record".
methinks CX should treat them the way they would have had someone now done CPU to save a pax now, and assume she never redeemed it (not her fault CX didnt keep a record!)
but then again, CX might not give a sh!t if someone saved a life now. CX could have just left the kid die and bill the family accordingly now.
Apr 5, 2017, 10:22 pm
#49
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Most jurisdictions say that records be kept for seven years - I think HK follows this rule as well. So you can't expect CX either to (1) have kept the original letter and (2) kept a record that the upgrade/ favour/ whatever wasn't used anytime 1997-2009 or so.
But basically, yeah, this is OD being OD.
But basically, yeah, this is OD being OD.
Apr 6, 2017, 6:49 am
#50
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Apr 6, 2017, 6:51 am
#51
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WIth no record of how the discussion between Mrs. Chung and the guy named Paulo, no one can say if there was any truth on the promise of an upgrade for the whole family. We won't even be able to say if it was actually offered or demanded by Mrs Chung. However bottom line 20 years is just a long time to wait for them to use it.
Apr 6, 2017, 8:39 am
#52
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Apr 6, 2017, 10:00 am
#53
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read cx secrets n have a feel of how many dont care cc there is.
if the airline dont bother or market towards dont bother customers, this is bound to happen.
Ya its harsh fact and i didnt feel like brushing up my language. But given how cx replied to many of us i can safely arrive at this conclusik .