CX refund--System always down
 

I purchased a ticket in Nov 2018 for an itin from the US to be flown in Feb-Mar 2019. I canceled the booking myself and tried to to use their online refund form. Every time I used it, it said there's a system error. ALso, I called and called for months, and got an agent to answer once. Then, she said then system was down. Calling this airline has almost become a part-time job. I was on hold for than >45 minutes for every single call.

I am fed up and really want to see my refund. In addition to filing a complaint to CX, I want to file complaint to DOT and a lawsuit. I am thinking that CX probably doesn't care about the DOT, but the lawsuit.

Which is the legal entity that has to be served for a lawsuit?

I had a similar issue with CX about 12 years ago. The agents kept saying that the refund was processed, but later admitted that they credited the wrong account. It took me almost 8 months.

What was your experience in a similar situation with CX?

What number did you call and what language did you select?

I called the HK line in English.

It's staffed 24/7. Which number specifically did you call, what options did you select, and what happened? Call disconnected, on hold, or what?

CX701
 

I was booked on CX701 HKG-BBK (Business) . I was connecting from London on BA 31.
I eventually got re-routed on TK639, got in 3hrs late. Spent over 2hrs at transfer desk waiting for TG to find my bags and issue boarding pass.

Can I claim compensation

Topic drifting a little bit, but I'll bite: Were you connecting via the same itinerary as your flight from London or is it a separate booking?

Thanks for jumping in.

LHR-HKG-BBK on BA stock on some booking ref.
BA31-CX710

If you were delayed at your destination by 3 hours or more, then it seems like you would be due compensation under EU Flight Compensation Regulation 261/2004... start by contact your booking agent and reading the treaty I guess? Idk.

I called their HK number and asked for English CS. I was put on hold for 45-60 min each time. After then, I just hung up. CX thinks this is their strategy to avoid issuing a refund...maybe...

Check the corporations section of the website of the Secretary of State for your state. Search for "Cathay Pacific". You will find there an agent in your state for service of legal process.

Thanks. Will do.

OP - Was this a refundable fare basis?

If so, why haven't you simply initiated a chargeback through your credit card issuer (bank(? This should all have taken 5 minutes:
1. Call and ask.
2. Wait 3-4 days.
3. Initiate chargeback
4, See credit appear on your statement.

Depending on your issuer / bank this may still be available to you. Legally, you only have 60 days and you have let that run. But, some issuers permit more.

As a general matter, this is faster & more effective than a lawsuit because it takes less time and the funds are yours sooner.

There is a penalty for refunds.
I guess the chargeback period is over. However, I will ask my cc company anyway. Thanks.

I checked CX's website: there's no time limit to request a refund.

Should be 120 days from refund request date https://usa.visa.com/dam/VCOM/downlo...c.pdf#page=707

It's really OT but I will bite too.
It is hard to understand what happened. First, you probably mean TG639 not TK639. Second, it is hard to understand what happened and where. If it is BA31 that flew in 3 hours late and this was on a single ticket issued by BA,, BA should have been waiting for you at the door with BP and arranged the bag transfer. Apparently they sent you to the transfer desk instead.
In any case, this has nothing to do with CX but only BA. As mentioned above, you should claim EC261 compensation from BA

US law provides for 60 days. As I noted, some issuers may provide as long as a year. We don't know what card OP used. Thus, he may or may not be out of time.

All of this further suggests that one ought to act swiftly. If CX was not forthcoming with a refund, the chargeback should be initiated. 60 days is way too long to wait in any event.