CX Lost Luggage question
 

I'm hoping that someone that has had experience with CX lost luggage can help me with a few questions!

I arrived in Manila on CX 905 after flying CX831 from JFK to find my luggage was lost. Baggage service in Manila said to come back tomorrow morning, and the next morning, one of the bags made it, yet the other didn't. I am supposed to come back and check the next day for the bags.

My question is, Manila's baggage service has been very vague, if I call HK baggage service at 2747-7838, would they have more information? And does anyone know their hours of HK baggage service, as I just get the message "thank you for calling cx, all lines are busy, please hold" at 11pm HKG time .

Finally, the question that always comes up: am I entitled to any compensation from CX? I understand lost luggage happens sometimes, but it is usually delivered the very next day., and the baggage service is usually more helpful with information, i.e. It is on this exact flight and will come in at this time.

Thanks for any help!

Ryan.

It is very strange "Baggage Services" said to come back in the morning.

AFAIK, most major airlines including, Cathay Pacific, make extra efforts to re-unite luggage with it owner.

Won't CX deliver the lost luggage to your place of stay?

The procedures are documented here http://www.cathaypacific.com/intl/pr...-35259,00.html
and there is a link to Baggage Tracing here:
http://www.worldtracer.aero/filedsp/cx.htm
where you can enter the File Reference that CX gave you when you reported the baggae missing and get an update on where it is.

Hopefully this will help...
 

I just experienced the same issue two weeks ago... I flew HKG to JFK on the second sector of a business class round the world ticket. My suitcase failed to arrive and I then tried unsuccessfully to track it down UNTIL I contacted CX Customer Services. If it wasn't for the exceptionally helpful Pauline at CX HKG, I would without doubt, still be without suitcase. The number to call is +852 2747 5563. It is a direct line and I think that it's open from about 9am to about 7pm. If you don't hear anything within 24 hours then go straight to them. I'll now tell you what happened to my case:

CX mistakenly load my case on a flight to Sydney. Soon after my arrival in New York, CX had located my case in Sydney and put it on a Qantas flight to LAX the next day. Because it was a connecting flight to JFK (on a different carrier), and because of timezone differences, the BA baggage handlers at JFK (who handle CX), couldn't work out on what flight it was routed on. According to Cathay in HK it was transferred onto an American Airlines flight to JFK. It took me 3 days to get American Airlines to at least acknowledge that my bag had been put on a flight from LAX to JFK. On the day I was due to leave NY and fly to London I arrived at the airport early and managed to convince the BA staff that perhaps I should look for the case myself, particularly as I was told by American Airlines baggage call centre, "I have over 400 bags currently in JFK, most of which have probably not been registered as arrived yet".
After 30 minutes of fruitless searching I was escorted to the recently closed American Airlines terminal. My case (which was very clearly labelled), was actually blocking a corridor. It had arrived 24 hours after my arrival in New York and yet the staff at AA had made no effort whatsoever to do anything with it, all the while, denying possession. The subcontracted courier companies who had allegedly looked for my case also had said they couldn't find it. Throughout all of this the CX staff in New York were utterly useless whilst the CX staff in Hong Kong as good as they could be given they were on the other side of the world (They even sounded embarrassed). CX in HKG have asked me to fax my clothes receipts to them for reimbursement.

My lessons from this:

Contact CX customer services in HKG directly to track your bag and to ensure that you receive all the local assistance that is due to you.
Ensure that you're given petty cash by the local CX staff to cover the cost of essential clothes.
You should expect nothing less than receiving the full contact details of the local CX manager who should personally ensure that if it doesn't turn up after 24 hours then s/he gets on the case (excuse the pun).
Find out who exactly is handling your bag (do CX have a local agent / other airline operating on their behalf?)
If you the bag is lost after its final arrival, insist on finding the bag yourself!

Good luck - I'm still very sore from my own experience.