i find it bad CS. they are 1) 4-5 weeks late 2) unapologetic based on a reason that doesnt really apply as a reason for being late. (seriously, having a holiday? is that one person the only person in the office?) and 3) not proactive.

you have a reply that doesnt care about you being a customer which is the new CX norm - "oh giving water to OWE is not black and white so why should i do it"

258 USD is neither a lot of money or petty amount. a few of us can easily afford it, but dragging on forever is not the way to go.

I've found a few emails higher up on the corporate ladder. i dont know if you'd want that.

indeed, it was neither. it's just the "i-dont-care-about-work" attitude like the cabin crew in economy, who will in time be the business class and first class crew.

Well, I was expecting a reply after killing 2 cockroaches in F in April 2018.

The second one crawled across my table in front of the FP and ISM, who were apologizing for the first one (which I killed while I was cleaning the table before take off).

I didn't write an email / comment card but the ISM filed a report. She also gave me some service coupons.

Should I be expecting an email? CX obviously doesn't care and I have zero expectations...

if you are not expecting an email then you'll be fine. you'll get one if you write them one. not sure about the result, perhaps.
when i had bed bugs last time they told me to sod off, and when i complained more i got an A-card.

Off topic - but $258 for a pair of trousers !! Also, why not reply back to that email saying you found it offensive and were expecting an apology for delayed response. Alternatively, you can see if this works for you LMGTFY

Not every culture places so much emphasis on apologising like Brits and Americans do. I'd just suck it up and get over it.

the best thing to do is take a picture and post it on social media.
Then CX will treat you like a God and they will actually put in procedures to minimize cockroaches

And if they take it down, pass to OD and Apple Daily to do their thing.

That is horrible!!! Not to mention it happened in F. Another post suggests that there was bed bugs in the crew bunk in one of the A350s. This is utterly unacceptable. Cleanliness is VERY VERY important. Please, after upsetting passengers with appalling food quality, do not disappoint us with a dirty cabin!

Wonder if there is a direct correlation between insect infestation and deep cleaning efforts by CX, I think from twice a month, they are now only doing it monthly.

What I found lacking in the process was that when the agent went on leave (for whatever reason) for a week, no one else picked up the work load.

I could put aside apologies until the end since that doesn't really remedy my compalint for reimbursement. Just say sorry once, when my complaint has been resolved would be my preference vs. sorry at every step until it just sounds like lip service.

Appalling food quality. Dirty cabins. And you continue to fly CX because ....?

I just wish he apologized for not getting back quickly as he was on leave...saying it as a matter of fact to me feels awfully rude. Regardless how people feel about false interest or sympathy, as Cathay's Customer Relations Department they should at least make it appear that they do care for their passengers/customers.