Excellent Customer Service by KA in HKG
#1
Original Poster
Join Date: Sep 2012
Location: Vancouver
Posts: 194
Excellent Customer Service by KA in HKG
Hello
We would like to express thanks to the Dragon Air ground staff in Hong Kong for remarkably efficient and generous service with what could have otherwise been a complicated situation.
We arrived in HKG at 6 am on CX889 from YVR in J with a full set of baggage that conformed with the allowances for 2 pax plus infant from North America.
We collected all the luggage and passed immigration, then went upstairs to the departure floor.
We had a separate ticket on KA840 to CKG in J departing at 2 pm the following day as there was no availability for departure the same-day.
Thus, the layover was 32 hours.
The KA staff not only invited us to check-in immediately for the next-day flight, and processed the boarding and lounge passes, but she also kindly permitted the inbound North America luggage allowance from CX in J to apply for the outbound regional flight on KA in J.
We recognise this was very generous because the tickets were separate and the timing gap (although not by choice) was more than 24 hours.
She even insisted on personally taking us across the hall to drop off one box at the special items counter.
The whole procedure took only a few minutes and saved us not only substantial luggage fees but also the notable inconvenience of managing the luggage to/from the overnight hotel (or other storage).
We were particularly grateful for this ease of continuation without luggage in the context of the baby stroller not being fully operative (due to the wheel broken off when gate-checked on the earlier connection on Delta SAN-SEA-YVR).
We were therefore able to easily catch the airport express into town and stay at a nice hotel adjoining the Pacific Place shopping mall where we were able to get fresh supplies for the baby.
The next morning we arrived back at the airport and were able to go straight to security and passport control, and onward to the lounges where we enjoyed several hours in the Wing and the Cabin before the flight.
Although the aircraft was in this instance parked out on the tarmac rather than at a gate, the onboard quality of the new J seats for KA840 was impressive -- comfortable and spacious with surprisingly large touch-screen.
Thanks again.
We would like to express thanks to the Dragon Air ground staff in Hong Kong for remarkably efficient and generous service with what could have otherwise been a complicated situation.
We arrived in HKG at 6 am on CX889 from YVR in J with a full set of baggage that conformed with the allowances for 2 pax plus infant from North America.
We collected all the luggage and passed immigration, then went upstairs to the departure floor.
We had a separate ticket on KA840 to CKG in J departing at 2 pm the following day as there was no availability for departure the same-day.
Thus, the layover was 32 hours.
The KA staff not only invited us to check-in immediately for the next-day flight, and processed the boarding and lounge passes, but she also kindly permitted the inbound North America luggage allowance from CX in J to apply for the outbound regional flight on KA in J.
We recognise this was very generous because the tickets were separate and the timing gap (although not by choice) was more than 24 hours.
She even insisted on personally taking us across the hall to drop off one box at the special items counter.
The whole procedure took only a few minutes and saved us not only substantial luggage fees but also the notable inconvenience of managing the luggage to/from the overnight hotel (or other storage).
We were particularly grateful for this ease of continuation without luggage in the context of the baby stroller not being fully operative (due to the wheel broken off when gate-checked on the earlier connection on Delta SAN-SEA-YVR).
We were therefore able to easily catch the airport express into town and stay at a nice hotel adjoining the Pacific Place shopping mall where we were able to get fresh supplies for the baby.
The next morning we arrived back at the airport and were able to go straight to security and passport control, and onward to the lounges where we enjoyed several hours in the Wing and the Cabin before the flight.
Although the aircraft was in this instance parked out on the tarmac rather than at a gate, the onboard quality of the new J seats for KA840 was impressive -- comfortable and spacious with surprisingly large touch-screen.
Thanks again.
#2
Join Date: Sep 2005
Location: TPE / HSZ
Programs: CX GO (=SPH), IHG Diamond Amb, Hertz 5*, Accor, Hilton, National
Posts: 6,436
Thanks for sharing this with us but just in case you are not aware, we don't know if anyone from CX / KA is monitoring this forum and there certainly isn't an official CX / KA representative here (unlike some other forums). You may want to write to http://www.dragonair.com/ka/en_HK/ab...ggestions.html.
#3
Suspended
Join Date: Jun 2012
Location: 0°48′24″N 176°36′59″W
Programs: Taiwan is a country.
Posts: 1,206
Its hit and miss with KA.. I connected recently onto them and had a Canto agent who barely spoke English 'assist'.. It was easier to work it out myself. I think they try, but there has been some serious cost cutting and the quality of staff is much less than in years past.