Does CX record passenger's dissatisfaction or misbehavior on their system?
 

I flew CX last Dec., Apr. & Oct. During the Dec. & Apr. trip were excellent, being only a Silver. I received upgrades twice during my two return trans-pacific flight, that rarely happens with Silver nowadays. The service was excellent, they volunteering provide me with bottle of water once I discarded my old bottle. You can feel they are going the extra mile. I guess it was due to the head on competition from HK Airlines which started in 03/18. However, for the recent Oct trip........, Let's begin,

I only use my US passport when leaving and entering US. Period. Since like 20+ years ago........ And I use my BN(O) for my trips outside of US(Yes, I still keep my BN(O) and still renew it), except TW/CN. I checked in online for my trip to BKK, first segment(SFO-HKG) using US passport and second segment(HKG-BKK) using BN(O). And at the airport, I printed out my boarding pass and the baggage tag, getting ready to drop off my baggage at the drop-off counter. However, the agent in CX uniform started to do lots of things. Asking for my passport, as expected for verification and I provide both my passports and explained I will use my BN(O) to enter BKK. He refused. He insisted one should use one passport for the whole itinerary, he can use my BN(O) to check in and remove my US passport. He even mentioned I should use US passport since I am an American citizen. I did not speak loudly nor argue but I explained I had done this many times before. He insisted he can't do it, I feel he's more agitated. Anyway, I left it as-is and headed for my vacation. From then on, all my flights(BKK/SIN/HKG) on CX from checking in to on flight were terrible. It seems they(Check-in counter agent/IFA) were very cautious or ignored me and expected me to be upset or agitated. I would even come to say they were rude to me.

Conclusion, am I too sensitive or CX does input passenger 'dissatisfaction' or 'bad behavior' on the itinerary? I couldn't think of any other incident beside this. I hope this will not happen again on my up coming trip.

The check-in agent probably wasn't well trained to handle this situation. It is possible that the check-in agent annotated something in your itinerary, but I don't know if that is related. Did you try to initiate dialog at other check-ins and they didn't respond at all?

OP you are way too overthinking it. You're drawing correlation when there is none. From your other posts, it sounds like you fly a bit but definitely not in the "intense" category of many on here.

Bear in mind, many of us fly CX multiple times a week. Inevitably sometimes we have bad experiences or are in bad moods. And YES Cathay does track passengers (aka your question at the end isn't comprehensivr), but you would have to be flying way way way way more than you do or acting FAR worse to get noticed.

There's no collusion, in this case anyway.

I bet like me others have no idea what a BN(O) is.

British National (Overseas) citizenship

Technically speaking, BN(O) is a nationality but not a citizenship status.

Although I don't know the conversation between OP and the check-in agent, I do agree with you that OP may be thinking too much. Even if the check-in agent annotated on the itinerary, there is nothing OP can do anyway.

If you have access to an address in Europe and really want to find out what CX have on you or your previous flights, you could do a data Subject access request.

As a US citizen you don't have this right, but you could ask CX to see if would do it voluntarily (they will have a data subject access request process to handle all the Europeans).

Only ever show one passport to the check in desk otherwise they get confused. Did that once by accident, never again. Why did you need to show the BNO?

Do you mean South East Asia when you wrote SEA?

OP confused gate agent. Only BNO should have been presented.

I think that they tend to keep notes, not necessarily on bad things, and it is possibly more likely for MPC members.

I noticed when I flew CGK-HKG-LHR the other day in PEY.

On the CGK-HKG leg (it was a short red eye), I asked for a bottle of water when the purser was greeting members, which she later gave me after take off. It must have been noted, because when I received the greeting on the next flight, she looked on the members list, greeted me, looked again at the list, and told me that they will distribute water after takeoff. I was surprised because I hadn't said anything about it. And she only said that to me, as my seat mate who was also greeted was not told about the water.

Last time I flew they proactively asked to see both my passports on both legs. I need to enter my Australian details on flights heading to Oz and the my UK one for the flights back. On the manage my booking page you can actually select each leg and say what travel document you want to use.

Hmmm. I'm going to put mine in MMB now and see what happens when I fly in a couple of months.

But he is a US citizen leaving the US after having entered on the US passport. I totally get why OP would want to have SFO-HKG on the US passport.

CX' system totally allows for different passports and visa to be attached to every single segment. OP had a muppet check-in agent. It happens.

I am often in the same situation with CX and it has never been a problem for me in BKK, HKG, CEB, MNL, SIN, EWR, JFK, LAX.

It really comes down to the individual checking you in at the time and how they were trained. I once had AA tell me I cannot transit ICN without a visa. On a solid passport. These things happen.

But its not systematic at CX to fail at this. OP's number was up and next flight will be fine again :)

OP only needs to present onward travel document to the check-in agent.

Do check-in agents ever ask for the document the passenger used to gain admission into their country? This is a serious question because I intend to do some entry fee avoidance by entering Chile on HKSAR and exiting Chile for Australia on my Australian passport next year (when entering Australia I am under Master Nationality Rule and cannot apply for ETA on my HKSAR).

They use Timatic or a similar system at check-in to see if someone is ineligible without a visa, passport less than 6 months, outward flight and similar rules because the airline is on the hook if you're denied at the destination for documentation errors.

It's an interesting question. Their rules say different nationalities pay something or nothing so it seems reasonable to arrive on the cheapest one. It's not a lie, it's more like nationality arbitrage.

Chile will probably want an entry stamp to match the exit stamp to mind you and they are pretty observant. Quiet but observant. For several reasons - dodging the fee of course - and to see if you entered illegally which is what they could think. Can you show them the AUS passport and also produce the HKSAR when you leave? Sure but then they know you dodged their fee so skip that.

All that said Chile immigration won't care if you can get to Australia or not as long as you leave so show the airline agent the AUS passport to validate you can board, put that in your pocket and show the Chilean immigration agent the passport you used to arrive. The four seconds they review your data is best the same data and while it is possible able to be cross checked with the airline, can't imagine it is or they have time to do all the cross checking. Worst case Chile asks for the dough which, IIRC you pay once for the life of the passport so it's not a continuous cost.

Missus and son have a British and Taiwan passport. Entering and leaving HK (and almost all other countries) is done using the British one. Entering and leaving Taiwan is done using the TW passport. So if travelling HK-TW, we'd show the British one during check in, then the TW on arrival, and vice versa. Haven't had a problem with this as long as only ever showing one passport.

We inadvertently showed both to CX checkin in HK once which confused the hell out of them. I simply took one back and told them to ignore it which eventually worked.

As a multiple passports holder, HK SAR being one of mine, you need to enter and exit a country on the same passport. This only applies to exit immigration.

The airline is shown the passport I will use to enter the country they are delivering me to.

I show CX check in both my local immigration exit passport and destination immigration passport if they are not the same.

Airline and immigration are two different things. Airlinesjust want to make sure you have travel documentation in order. If you use a different passport at immigration is really not an issue.

Should you?
We've been saying this confuses check-in agents above.

To clarify:

When two passports are shown I specify this is my exit immigration passport and this is my destination immigration entry passport.

And it doesn't confuse check-in agents?

OK...but I plan to withhold my entry passport to check-in until asked (just present next destination passport). Similarly withhold next destination passport to immigration (just present entry passport).

I'm pretty sure immigration won't ask for my next destination passport.
I've never encountered any airport check-in who's asked for my entry passport though...have you?

I have been ask for proof of entry to the country I am departing from which is not in the same passport I use to enter the destination.
Maybe not by CX check-in, but definitely in SE Asia and Central/South America.

as you said, "if don't ask, don't tell" is very often the best way.....

Immigration officer don't care where you go once you leave....

In some countries in Asia, Check-in agent do check your entry stamp.

I have been ask for proof of entry to the country I am departing from which is not in the same passport I use to enter the destination at check in.
Maybe not by CX check-in, but definitely in SE Asia and Central/South America.

I recall both MH and CX do that to me at BKK a few times now. I find it irritating. Like.. Why do you care when and how I entered here. You are only liable if you let me board a flight to a destination or transit where I do not have the correct papers.

Maybe Prayuth is building some sort of Stasi to help check on foreigners. I also saw AVIS Car rental at Silom and Hertz at HKT want to see entry stamp in passport!

Just my 2 cents but there are lots of foreigner overstaying their visa in Thailand, so that's probably the reason....

Isn't that Thai Immigration's job?

Unlike US/Canada/[UK], Thailand enforces exit controls. Overstayers will be identified.

it is but what I mean is that may be they just want to identify potential problem before people end up stuck at immigration. Again I don't know just a taught....

Well that's if the airline wants the seat back.

What if the passenger can sort it out with immigration though (Bankgkok Airport documentary shows Thailand immigration supervisor assessing a fine on the spot before letting the passenger carry on his way https://www.flyertalk.com/forum/eva-...l )

Too true. But what does that have to do with the airline check in ? It gets detected, processed and penalized at the next step. The immigration counter. Immigration there will immediately see what page your entry stamp is meant to be on. And they do look for it. Government surveillance outsourced to the private sector. Meh.

If you really want to confuse someone, try showing an APEC card in Europe instead of a Chinese visa on a flight to China. They held me at the gate for about 20 mins in Paris a few weeks back trying to check that it was actually an "OK" document!

Yes they do.

In fact from personal anecdotes, I do know that a couple members on this forum have been flagged internally for too many complaints and/or misbehavior and/or "difficult to deal with"

Rereading OP’s old post and having flown out of the US a couple of times this year, I think I realise what SFO is doing.

US (similar to UK) don’t practice exit controls. So it is up to airline check-ins to record CBP (UKBF) records of passenger departures, particularly visitors.

OP presented a BNO to SFO who cannot locate an I-94 to update. So agent asked for his US doc.

Agent need not reject BNO for Thailand and (applicable to him and OP) there is no need to record which doc OP will enter BKK with, just as a doc that can enter Thailand is sighted in SFO. It is open to OP to eat his passport in 2mm shreds en route to BKK and still be perfectly legal to enter Thailand with BNO on arrival.

And, for OPs part, had he known this, there’s no need to insist which doc SFO agent enters into the system, because there is no consequence.


P.S. So I think there is an two exceptions to the general rule of presenting your next country doc at airline check-in:
1) Where there is no exit control in your airport of departure (US, CA, UK) - present your current country doc first and then produce next country doc later
2) Where the next country doesn't require a passport to get in (but obviously you need a passport to get out) (https://web.archive.org/web/20230430...flying-uk.html) (also will be the case when we permanent residents fly from our home countries (AU, NZ) back to HKG)

Rereading this answer for the third time, when cross posting with https://www.flyertalk.com/forum/mala...l#post36711825

If (I think if is the right conjunction, rather than when) Thailand introduces an ETA https://www.executivetraveller.com/n...st-visitor-tax , then OP does have to hand over the BNO if the BNO has the ETA in it.

ETAs makes passport switching harder for dual nationals. Agents will attempt to answer back, even thought they should be able to handle it (they have to handle cases where switching is mandatory e.g. if I am Thai-American and travelling from SFO-BKK).

I'm curious to know what job allows you to fly CX multiple times per week. This is a serious question — I am planning a change to my career.