Delay - delay - delay
 

For an airline tauted for customer service it really is not.

Flew from Manila to O'Hare connecting in HK. First leg was ok but not the expectation you had for customer service.

Flight to ORD from HK was delayed 2 hours. ...!!!! My spouse flew with them 2 years ago from MNL to ORD. Service from MNL to HK was horrendous! Their lounge in MNL was archaic. No restrooms, inattentive ground and flight crew.

Thank God the connection was with American Airlines from HK. What a contrast in service. The AA crew were a pleasure to be with.

In these trips it was the travel sites that selected them. Next we will know better and avoid any flights with this horrendous airline.

The "travel sites" may have suggested them but it was you who selected them.

does any other airline (or PR?) give you better lounges at MNL?

Oh the horror! How did you manage?

Flight to ORD from HK was delayed 2 hours. ...!!!!

You have exceeded your quota of exclamation points. Please do not post again for another... 2 hours!!!!

2 hours? That is 120 minutes! Lord Shiva in Valhalla, your will to live is extraordinary. A lesser person would surely have perished.

If I remember correctly the weather 2 years ago was pretty crappy...and it's still crappy today!!!!

I may be missing something here.

The OP said that the flight to ORD from HK was delayed 2 hours then he/she later states that the connection from HK was with American Airlines.

If I read this right then that would means that he/she flew from HK with AA so what do the 2 hr delay have to do with CX?

What was bad with the crew/service?
Did they not respond when he/she press the call button?
What kind of service do he/she expect from the MNL lounge or any MNL lounge?
Etc, etc, etc?

When people make a post/thread they need to give details instead of making a broad statement without any explanation.

Please, write a letter to Cathay and demand a full-refund for this monstrosity, 2-hours delay, really?!

Lounge in MNL is archaic? As compared to???

Am I the only one that don't understand what the OP is talking about?

I am quite confused too. Is OP comparing the MNL-HKG flight on CX with the AA flight to ORD (I am not aware of any AA HKG-ORD flight)?

CX built their own brand new lounge in 2015 at MNL Terminal 3 which is also ultra-modern compared to the other terminals in MNL. The restroom is of the same standard as the one in the CX lounge in KUL and is located at the far right corner of the lounge if you walk past the noodle bar.

Not sure where the "no restrooms" claim is coming from.

I note that the OP has made 5 posts, but that only this and one other remain, so I guess the others were also problematic.

My thought as well. Not much credibility, in my opinion.

Well it reflects another (HKG, not CX) problem - is it just me or are outbound flights more and more likely to be delayed nowadays?

absolutely no clue. The OP is saying he flew AA from HKG-ORD on a flight that doesn't exist.

My *guess* is, the OP means he flew MNL-HKG-ORD on CX, and then ORD-final destination on AA. Otherwise the post makes absolutely no sense.

I'm also a little confused by the archaic lounge comment in MNL, because CX has a lovely new(ish) lounge there. Maybe this post is intended for something that happened a few years ago? I can't remember precisely when the new CX MNL lounge opened, but it wasn't 2017 and it might've been even before 2016. The olllld lounge in MNL was indeed an absolute dump but I have no idea why something from years ago is relevant today. Years ago, Pan Am used to exist and service on the US mainline airlines was actually nice! But that was.....years ago. Now we're all just worried about getting screamed at for being a security threat, and don't even think about hitting the call light...unless you're interested in a tour of Guantanamo.

But hey to each their own. The OP can fly AA (...just not to ORD from HKG, because again that flight doesn't exist) and I'll take CX. Something for everyone.

I flew to MNL recently and found the lounge to be consistent to the ones in HK (albeit smaller) in terms of design and seating... Lovely staff there as well.

I recently flew AA on J from HKG-LAX with very dismissive FA's. Couldn't forget one FA raising her voice to a passenger next to me when he requested to have his fillet minion "medium" by saying "it will come out whatever way it was cooked honey, we just heat it for you!" Had a good giggle there.

Hahahahaha. One more reason to stay away from AA, so glad I took the leap of faith! :D:D^

I'm assuming that as the OPs spouse flew from MNL 2 years ago it was before the lounge refurbishment and that complaint is no longer valid.

The only other issue seems to be that the ORD flight was 2 hours late, which is not the airline's fault ^

Hey, at least she called him honey, it's all good banter. I wouldn't mind it, still better than the robotic 'sir, madam' standard scripts Asian carriers are plagued with

Most likely his wife used the old terminal at NAIA Terminal 1, was sent to the Pacific Club Lounge when CX was still constructing the lounge at Terminal 3.

I feel I must comment here. If the OP is starting in Manila, and so did his wife - are you Philippine? If yes, then my experience an hour ago - when PAL sent me an email (with a noreply address) telling me my booked, confirmed and paid-for business class flight to the UK (HK-MNL-LHR) was changed to the following day. Or to be precise, MNL-LHR is the following day, they didn't bother to update the first flights so now they have me spending 25 hours in MNL - for no good reason. Ringing up to try and figure something out there was "nothing they can do". I WISH I HAD BOOKED CATHAY! At least Cathay would have put me on another flight the same f'ing day. And as for your comment about Cathay's lounge in MNL - what year are you travelling? Since moving to T3 some years back, the lounge is now international standard, with great food, plenty of seating, toilets that flush (yeah!) and a nice view. Even the internet works some of the time.

I was in the CX Manila lounge a few months back, really comfortable, good food, noodle bar, attentive staff and my flight was delayed for several hours. In spite of the delay, you could not find fault with the lounge.

Terminal 1

Was talking about spouse who flew with CX last time he was there from Terminal 1. No rest rooms. You have to climb up a long flight of stairs to the main floor and find a rest room. Ground crew acted like zombies. You talk to them and they look at you like deer on headlights. They do not know how to interact with customers. Typical people being there just for show but do not have customer service skills.

All these in comparison with, most US airlines - and with AeroMexico, CEA, EVA, China, Korean and Japan airlines. CX is totally over rated. I think their employees rely on the CX branding which may have been good before (but I have never experienced it) and expect that people will bow to them. NO! Its the other way around.

My experience is based on flying with other airlines and interaction with flight and ground crews. My best experience was with AeroMexico. Talk about customer service!! They truly bend over for their customers.

I'll expand more later when i have time.

CX has been operating from Terminal 3 since October 2014, so it's clearly wasn't 2 years ago as per your original post.

By the way all the airlines you have pointed out (with the exception of AeroMexio and CEA?) still fly out of terminal 1, and would most likely have the same issues your wife in the past.

Most of my flights on CX used to depart from gate 7 back at T1, which doesn't have a restroom in it. However if she was at the lounge the restroom was across the lounge before the steps leading down to the waiting area for gate 7.

I wouldn't really blame any airline for the airport terminal as it was really in a state of disrepair, with talks of the transfer to T3, im sure airlines didn't want to invest in any improvements prior to the move.

As a domestic AA customer, I've had enough hard time just trying to give away my "in recognition of your outstanding services" stickers to FA, with the intention just to get rid of these stickers as long as I receive reasonable services other than poker face "Trash?" without even looking...

What are you smoking?? :confused::confused:

I re-read your first post and your most recent comment again and again....

Your subject of the post is "Delay" but now seems you are talking about the attitude of staff... You cite a case you claimed it was 2 years ago but is after rounding it is actually nearly 3 years ago... So you are complaining about something happened 3 years ago?

On the delay issue, it's a 2 hours delay ok. But what do you want from CX? My experience tells me all airlines treat me the same when they have a two hour delay - Tell you to wait for 2 hours and that's it. If you have a connecting flight they may help to do rearrangement depends on whether your connection is protected or not...

Granted, CX's customer service in recent years is declining... But if you want everyone to bend over for you, take private jet. There're already too many DYKWIA customers in the world...

Unfortunately, as long as you have low expectations then theres nothing much to say.

My expectations are high bc there are airlines that have established those high expectations like Aero, CEA, EVA, ANA, etc. Yes, I started talking about delays. But since I have rarely experienced such delays and lousy service from other airlines I have flown let alone getting the attitude and smug behavior from CX crew I am expressing my frustration and disappointment.

If you are happy with delays and lousy service, well, who am I to ague. To each his own.

And yes, It may have been before 2014. All I remember is it was the last time my spouse flew with CX. And yes, whoever said it was my fault that I chose this airline, you are right. That's entirely on me. Lesson learned - Never again.

So you're complaining about a 2+ hour delay, and then bringing up some outdated crappy airport experience from over 2 years ago to back up your frustration?

If you've never had long delays then you haven't flown much my friend.

I don't think Mr./Ms. Wong's comment is about "your fault that you chose this airline" or "you should be happy about lousy services".

You provided your opinions here, supported with facts. However, the facts were out dated on one hand, and non-existing on the other (AA flight from HKG to ORD etc). It makes it really hard for us to evaluate what was really going on, even we really want to make a 2-hour delay a big deal in our minds.

Hi OP, Im curious to know when your flight was and your class of travel? Weather has been terrible lately in HKG and its really nothing the airline could do about it.

I was flying back to Manila about 2 weeks ago, we were held at the gate for about 90 minutes before we could push back but it took a little longer for us to actually taxi and take off...There's nothing much that could be done about it but for the crew in business class they gave out cookies and made a few rounds offering water to the passengers.

I hope you don't fly to Shanghai or Beijing though because 2hr delays are pretty normal there. :-)

As for the staff, like in any airline there are good one and not-so-good ones, I cannot judge an airline just by 1 flight, remember that CX has hundreds each day, and the cabin crew is 11-15 out of thousands of cabin crew out there.

PS still not sure what airline is CEA? China Eastern?

Nope! Not non-existent. It was a multiple airline ticket. CX from MNL to HKG and AA from HKG to (maybe Dallas-Ft Worth, not ORD). Bottom line the AA crew excellent. I would not have been able to tolerate the attitude of the CX crew on a 12-hour flight.

... and why does it matter what class my ticket was? Are you implying that if I was in economy that CX would treat my like dirt?

Definitely not what you're smoking!

Nope. I've had delays. But it does not help when an airline reputed to have over the top service does exactly the opposite. The only airline I have literally had bad service.

The other problem is accountability. US airlines are accountable with service and timeliness due to US regulations and are penalized if regulations are not met. I don't believe foreign airlines faced with the same regulations. Unfortunately, "some" foreign airlines take advantage of this and don't give a rats patoot how they treat passengers. But I can confidently say that most do their utmost best to win passengers over.

The only way these airlines will feel any penalty is thru how their customers respond.

I am confused :confused:. Were you or your spouse flying? I suppose you know where you were flying.

Can our dear Mods close this thread before the ridiculousness overflows? ;)

I'm surprised this thread is still alive.


Simply advice to OP - bring your business to somewhere else. I feel sorry that you are still feeling bitterness from flights 3 years ago. World has changed since (e.g. Cubs won a World Series).