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CX refuses to honour Oct 97 upgrade promise (Oriental Daily)

CX refuses to honour Oct 97 upgrade promise (Oriental Daily)

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Old Apr 4, 17, 8:04 pm
  #1  
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CX refuses to honour Oct 97 upgrade promise (Oriental Daily)

- Nurse Mr. Chung performed CPR on CX828 HKG-YYZ 5 Oct 97
- CX Customer Relations Steven Hindes sent appreciation letter to Chung.
- Another manager Paulo also called Mrs. Chung. Mrs. Chung asserting Paulo stated the "return the favour" meant her whole family can be upgraded to J "when space available"
- In Feb 17 Mrs. Chung bought HK-London R/T Economy tickets and asked CX to fulfil its Oct 97 pledge
- CX refused, citing a) No record of Hindes/Paulo making the upgrade promise (although it confirmed the 5 Oct 97 incident took place) and b) inability to verify whether the pledge has been previously redeemed. Only offered to upgrade any one passenger to PE, *or* some Asia Miles.

http://hk.on.cc/hk/bkn/cnt/news/2017...00822_001.html




Last edited by percysmith; Apr 4, 17 at 11:39 pm
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Old Apr 4, 17, 9:06 pm
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A verbal promise 20 years ago?
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Old Apr 4, 17, 9:09 pm
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who on earth relies on a 20 year old verbal promise with no witnesses?
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Old Apr 4, 17, 9:13 pm
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Originally Posted by mdevans View Post
who on earth relies on a 20 year old verbal promise with no witnesses?
A of of DMs' USPs are also unwritten. Perhaps if this is the way CX is going all DMs should move to BA/QF Gold right away.
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Old Apr 4, 17, 10:37 pm
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Originally Posted by percysmith View Post
A of of DMs' USPs are also unwritten. Perhaps if this is the way CX is going all DMs should move to BA/QF Gold right away.
Food service isnt hard coded in coc
so they can pull down the website in the name of service enhancement n stop serving food
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Old Apr 4, 17, 11:20 pm
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Well this showed how a company keeps their record even it has a ref number documented.

On the other hand, I would view this as a great opportunity to advertise their brand in terms of marketing. But clearly, their CS dept's job is to ruin the relationship with their customers.
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Old Apr 5, 17, 12:17 am
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Originally Posted by davidtai View Post
Well this showed how a company keeps their record even it has a ref number documented.

On the other hand, I would view this as a great opportunity to advertise their brand in terms of marketing. But clearly, their CS dept's job is to ruin the relationship with their customers.
therefore its absolute bs that cs think they hv used the upgrade already.

Last edited by kaka; Apr 5, 17 at 12:32 am
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Old Apr 5, 17, 12:22 am
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We do not know the circumstances of when the upgrade was requested. I would have had a discussion prior to travel in order for them to be aware of the situation and give them time to perform any verification, so it would not be a surprise request to the airport staff
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Old Apr 5, 17, 12:46 am
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Originally Posted by Jed View Post
We do not know the circumstances of when the upgrade was requested. I would have had a discussion prior to travel in order for them to be aware of the situation and give them time to perform any verification, so it would not be a surprise request to the airport staff
Bought tickets in Feb for flights in Apr. CX declined the upgrade in Mar. Pretty clear she did this in advance.
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Old Apr 5, 17, 12:54 am
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Originally Posted by JALPak View Post
Bought tickets in Feb for flights in Apr. CX declined the upgrade in Mar. Pretty clear she did this in advance.
It's a he.

I admit, I did think it was a she initially because they referred to a nurse - until I read the letter over again. We probably are accustomed to some professions being fulfilled more by members of a certain sex.
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Old Apr 5, 17, 1:03 am
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Originally Posted by MeltingAlf View Post
It's a he.

I admit, I did think it was a she initially because they referred to a nurse - until I read the letter over again. We probably are accustomed to some professions being fulfilled more by members of a certain sex.
It's his wife who talked to the ex-CX manager and requested for the upgrade. The husband isn't flying. CX offered to transfer the upgrade to the wife but refused to upgrade their daughter.
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Old Apr 5, 17, 1:13 am
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Originally Posted by percysmith View Post
A of of DMs' USPs are also unwritten. Perhaps if this is the way CX is going all DMs should move to BA/QF Gold right away.
https://www.flyertalk.com/articles/ba-reportedly-makes-elderly-transatlantic-passenger-sit-in-urine-soaked-clothes-for-entire-flight.html

is going to the toilet part of coc? I think faa rules only require the existance of a certain number of toilets.
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Old Apr 5, 17, 2:44 am
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Originally Posted by Jane's Addiction View Post
A verbal promise 20 years ago?
Originally Posted by mdevans View Post
who on earth relies on a 20 year old verbal promise with no witnesses?
It sounds verbal...but the letter did say "return the favour in any way"...

Originally Posted by kaka View Post
I think faa rules only require the existance of a certain number of toilets.
Well...FAR only applies to CX when CX flies into U.S.

Other than that, CX is free to follow FAR or not...
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Old Apr 5, 17, 2:51 am
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So if I was her, I would have asked to get a written confirmation of this upgrade pledge from 'mgr Paulo'.

Seriously, what a drama for something that happened 20 years ago. Also, pretty typical "ma fan" locals attitude from Mrs. Chung of requesting something that goes way beyond 'returning the favor'. I mean, seriously, the entire family??? For some probably minor medical help offered?

Besides, if you know you wont be flying another CX flight in the next 20 years, then why not ask for something like a cash voucher or extra AM?

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Old Apr 5, 17, 3:04 am
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Originally Posted by mxr View Post
Seriously, what a drama for something that happened 20 years ago. Also, pretty typical "ma fan" locals attitude from Mrs. Chung of requesting something that goes way beyond 'returning the favor'. I mean, seriously, the entire family??? For some probably minor medical help offered?
Let be fair.

While none of us can confirm the verbal offer, the letter did indicate any favors. Blaming Mrs. Chung may not be so fair in this case, given that CX is making an offer than CX can't keep.
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