Hi everyone,



I recently had an odd experience at Incheon Airport (ICN) when flying CX417 to HKG. I hold oneworld Ruby status, and according to both oneworld and Cathay Pacific’s official benefit charts, this status includes access to Business Class check-in.



However, at ICN, when I approached the Business Class counter, the staff told me I was not eligible and asked me to use the Economy line instead. I politely explained the oneworld policy, but their tone was dismissive and somewhat irritated.

I was then redirected to the self bag-drop machine by a staff member, which was frustrating, but ironically, the self-drop staff told me I should be using the Business Class counter due to my Ruby status.

When I went back to the counter, the agent again asked me, “Why are you here?”, even though I was simply following the policy.



Eventually, they processed my check-in at the Business Class counter, but the interaction felt extremely unwelcoming and embarrassing.



After the flight, I contacted Cathay Pacific Korea customer service, and at first, they insisted the ICN staff acted correctly and that Ruby members were not entitled to Business Class check-in.

Only after I pointed out the official policy with screenshots and documentation did they respond again, acknowledging that I was indeed entitled to use the Business counter as a Ruby member.



Interestingly, on my return flight (CX416 from HKG), the staff at Hong Kong Airport immediately recognized my Ruby status and guided me to the Business Class counter without hesitation.



So now I’m wondering:

• Is there an exception at ICN where Ruby benefits don’t apply?
• Have others had similar inconsistent experiences at this airport with Cathay?
• Or was this just a case of staff training issue?

Would love to hear your thoughts or similar experiences.

Thanks in advance.

Training issue with the bouncer. CX is set to take away priority boarding privileges from Silvers but shouldn't affect check in privileges - someone wrote something wrong in the Korean internal memo

https://www.cathaypacific.com/cx/en_...-benefits.html

CX standard Business Class signage includes the oneworld logo and the emerald/sapphire/ruby stack (the standard “oneworld priority” designation across the oneworld network) next to it. It is displayed on all monitors above check in desks and on placards or stands at queue entrances.

Did you try just pointing at the sign?

you joined FT and posted a 299 words first thread to say CX made error about OW RUBY benefit of priority check in where monitors above clearly had ruby sign. you get Kudos for the effort.

and yes CX was wrong. But suggest you don't write a PhD thesis asking for compensation. life's too short. move on.

Well evidently OP is in the right & CX staff are in the wrong so why not clear OP of his doubt and misery

If he/she writes a thesis and manages to get ICN's service fixed that's a win for everybody right

Back in the day when I started off as a lowly OWR I'd had staff at a few smaller outstations deny J check-in - but by pointing to the small purple orb above the word 'priority' they understood

I’m sorry to hear about your experience.

Not sure why the person above was so defensive. CX ground staff made a mistake and had a poor attitude. I don’t see why OP should not post about the experience. I would say OP should made it clear to CX (not just Korea office) about the error. OP will definitely get miles as compensation, but the key here is the staff and ground crew acknowledges the error.

Side note: I had some poor experiences with outport ground staff lately, once in MAN where ground staff did not follow IATA Timatic guidelines and made up their own rules, which led to me almost failed to board. Second time in KIX where ground staff doesn’t know how to clear waitlist for a class change in redemption ticket (from Y to J, it’s not an upgrade but ticket change which incurs a penalty). Ticket office staff states it should be a few easy buttons, but it took me an hour at the counter. Is it just me that the outport staff are not well trained?

Thanks for your comment. I did point out and show the staff the signage clearly indicating Ruby status eligibility, but despite that, they still refused to allow me to check in at the business counter. It was very frustrating and disappointing.

may be the sign is old sign , and they are just having a updated new rule ? very new , like a week ago and the new sign didnt arrive yet , is it possible to be like this ?

Was the staff in CX uniform? Afaik they contract a different company to handle check-ins at ICN but this was at least a year ago for me.

Seems unlikely, since the check-in benefit for oneworld Rubies still shows on the Cathay Pacific website.

That’s pretty poor form.

CX uniform does not necessarily denote CX staff. Some outport ground staff wear CX uniform even though they are employed by the ground handler. The only outport staff who are definitely CX employed are the ones in ISM equivalent uniform (duty AOM). Even SP equivalent uniform can sometimes be the ground handler supervisor. Depends on the port.

ChatGPT can write the thesis

OWR can enjoy priority checkin on every airline per Oneworld rules. It will not be affected by CX devaluing silver. So it’s a poor mistake from CX ground staff. The company should be made aware of this, let alone the poor attitude from the staff.

No, I don't remember exactly, but I think it's an airline outsourcing company.

The attitude of the ground staff is also a problem, but I was greatly disappointed that the Korean branch provided me with the wrong information.