compensation for 5 hr delay and diversion
#1
Original Poster
Join Date: Feb 2019
Programs: Marco Polo
Posts: 2
compensation for 5 hr delay and diversion
CX748 from JNB to HKG on 12 Jan 2019.
Late departure, followed by diversion to SiN for refuelling.
After refuelling and change of crew, finally landed in HK over 5 hours late.
No proper meal offered on the SIN-HKG segment.
CX has offered US$150 in service voucher.
What is the appropriate compensation?
Thanks
Late departure, followed by diversion to SiN for refuelling.
After refuelling and change of crew, finally landed in HK over 5 hours late.
No proper meal offered on the SIN-HKG segment.
CX has offered US$150 in service voucher.
What is the appropriate compensation?
Thanks
#2
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
CX748 from JNB to HKG on 12 Jan 2019.
Late departure, followed by diversion to SiN for refuelling.
After refuelling and change of crew, finally landed in HK over 5 hours late.
No proper meal offered on the SIN-HKG segment.
CX has offered US$150 in service voucher.
What is the appropriate compensation?
Thanks
Late departure, followed by diversion to SiN for refuelling.
After refuelling and change of crew, finally landed in HK over 5 hours late.
No proper meal offered on the SIN-HKG segment.
CX has offered US$150 in service voucher.
What is the appropriate compensation?
Thanks
US$150 is someone on the middle to high for CX compensation....its a lot better than giving you miles.
#5
Original Poster
Join Date: Feb 2019
Programs: Marco Polo
Posts: 2
Thanks for the replies sxc, christep and FlyPointyEnd.
Reason given for delay only after we boarded. Weather too hot, not enough fuel to fly all the way back to HK. So need to refuel in Singapore.
No we were not allowed to deplane in Singapore. Sat on the plane from 12:30pm SA time to arriving in HK at 12:20pm. Close to 18hours! I should consider taking the direct flight from Perth to London...
Boarding announced before 12:00pm. Got to the gate and not allowed to board until 12:30pm which was the original departure time. Then when boarded and announcement made, one pax said he wanted to get off. So we had to wait another hour for him to get off and get his luggage. Then there was a problem with the luggage, and had to be counted again before taking off...
Arrived in SIN, refuel and crew change... I think we were there for 2 hours?
Frankly, maybe points/miles better than service voucher which you can only use against buying tix directly from CX...?
Reason given for delay only after we boarded. Weather too hot, not enough fuel to fly all the way back to HK. So need to refuel in Singapore.
No we were not allowed to deplane in Singapore. Sat on the plane from 12:30pm SA time to arriving in HK at 12:20pm. Close to 18hours! I should consider taking the direct flight from Perth to London...
Boarding announced before 12:00pm. Got to the gate and not allowed to board until 12:30pm which was the original departure time. Then when boarded and announcement made, one pax said he wanted to get off. So we had to wait another hour for him to get off and get his luggage. Then there was a problem with the luggage, and had to be counted again before taking off...
Arrived in SIN, refuel and crew change... I think we were there for 2 hours?
Frankly, maybe points/miles better than service voucher which you can only use against buying tix directly from CX...?
#6
#7
Join Date: Nov 2007
Location: Hong Kong
Programs: CX, UA, Shangri-La, Hyatt, Starwood
Posts: 7,704
$150 is especially generous, considering this isn't CX's fault! Bad things happen from time to time. JNB sits at altitude. Nothing can be done if the weather is too hot + altitude.
As others indicated, long regional delays can happen. I had an 8+ hour PVG delay in 2017, combined with multiple delays north of 2 hours. Zero compensation for any. (Nor did I ask).
I'm pretty sure CX had a flight from IAD to HKG a few days ago that was diverted to Iceland....and landed in HKG 36 hours late! They did IAD-KEF-IAD-HKG. Now that's a delay.
As others indicated, long regional delays can happen. I had an 8+ hour PVG delay in 2017, combined with multiple delays north of 2 hours. Zero compensation for any. (Nor did I ask).
I'm pretty sure CX had a flight from IAD to HKG a few days ago that was diverted to Iceland....and landed in HKG 36 hours late! They did IAD-KEF-IAD-HKG. Now that's a delay.
#9
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
CX's mistake is offering anything by way of a customer service gesture as it only whets peoples' appetite for more.
Fuel diversions are a fact of life on a planet where weather conditions are variable. Crew changes are part of that as there are safety rules which set the maximum number of hours they may work.
The alternativ here is an aircraft going into the ocean for lack of fuel or a tired crew member making a fatal error.
Better to send a note to CX thanking it for putting your safety ahead of its profits (as it is close to a certainty that a fuel diversion and a five hour delay turned this flight into a loss-making enterprise).
Fuel diversions are a fact of life on a planet where weather conditions are variable. Crew changes are part of that as there are safety rules which set the maximum number of hours they may work.
The alternativ here is an aircraft going into the ocean for lack of fuel or a tired crew member making a fatal error.
Better to send a note to CX thanking it for putting your safety ahead of its profits (as it is close to a certainty that a fuel diversion and a five hour delay turned this flight into a loss-making enterprise).
#10
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
CX's mistake is offering anything by way of a customer service gesture as it only whets peoples' appetite for more.
Fuel diversions are a fact of life on a planet where weather conditions are variable. Crew changes are part of that as there are safety rules which set the maximum number of hours they may work.
The alternativ here is an aircraft going into the ocean for lack of fuel or a tired crew member making a fatal error.
Better to send a note to CX thanking it for putting your safety ahead of its profits (as it is close to a certainty that a fuel diversion and a five hour delay turned this flight into a loss-making enterprise).
Fuel diversions are a fact of life on a planet where weather conditions are variable. Crew changes are part of that as there are safety rules which set the maximum number of hours they may work.
The alternativ here is an aircraft going into the ocean for lack of fuel or a tired crew member making a fatal error.
Better to send a note to CX thanking it for putting your safety ahead of its profits (as it is close to a certainty that a fuel diversion and a five hour delay turned this flight into a loss-making enterprise).
#11
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,714
I cannot imagine the mindset that imagines a necessary tech stop due to weather conditions ought to result in customer compensation. Literally nothing CX could do about this. And the complaint that there was no food SIN-HKG is especially odd. Did they withhold a planned meal, or did OP expect something extra that was obviously not loaded?
#13
Join Date: Jul 2006
Location: NYC
Programs: pleb
Posts: 563
Thanks for the replies sxc, christep and FlyPointyEnd.
Reason given for delay only after we boarded. Weather too hot, not enough fuel to fly all the way back to HK. So need to refuel in Singapore.
No we were not allowed to deplane in Singapore. Sat on the plane from 12:30pm SA time to arriving in HK at 12:20pm. Close to 18hours! I should consider taking the direct flight from Perth to London...
Boarding announced before 12:00pm. Got to the gate and not allowed to board until 12:30pm which was the original departure time. Then when boarded and announcement made, one pax said he wanted to get off. So we had to wait another hour for him to get off and get his luggage. Then there was a problem with the luggage, and had to be counted again before taking off...
Arrived in SIN, refuel and crew change... I think we were there for 2 hours?
Frankly, maybe points/miles better than service voucher which you can only use against buying tix directly from CX...?
Reason given for delay only after we boarded. Weather too hot, not enough fuel to fly all the way back to HK. So need to refuel in Singapore.
No we were not allowed to deplane in Singapore. Sat on the plane from 12:30pm SA time to arriving in HK at 12:20pm. Close to 18hours! I should consider taking the direct flight from Perth to London...
Boarding announced before 12:00pm. Got to the gate and not allowed to board until 12:30pm which was the original departure time. Then when boarded and announcement made, one pax said he wanted to get off. So we had to wait another hour for him to get off and get his luggage. Then there was a problem with the luggage, and had to be counted again before taking off...
Arrived in SIN, refuel and crew change... I think we were there for 2 hours?
Frankly, maybe points/miles better than service voucher which you can only use against buying tix directly from CX...?
#14
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
Thanks for the replies sxc, christep and FlyPointyEnd.
Reason given for delay only after we boarded. Weather too hot, not enough fuel to fly all the way back to HK. So need to refuel in Singapore.
No we were not allowed to deplane in Singapore. Sat on the plane from 12:30pm SA time to arriving in HK at 12:20pm. Close to 18hours! I should consider taking the direct flight from Perth to London...
Boarding announced before 12:00pm. Got to the gate and not allowed to board until 12:30pm which was the original departure time. Then when boarded and announcement made, one pax said he wanted to get off. So we had to wait another hour for him to get off and get his luggage. Then there was a problem with the luggage, and had to be counted again before taking off...
Arrived in SIN, refuel and crew change... I think we were there for 2 hours?
Frankly, maybe points/miles better than service voucher which you can only use against buying tix directly from CX...?
Reason given for delay only after we boarded. Weather too hot, not enough fuel to fly all the way back to HK. So need to refuel in Singapore.
No we were not allowed to deplane in Singapore. Sat on the plane from 12:30pm SA time to arriving in HK at 12:20pm. Close to 18hours! I should consider taking the direct flight from Perth to London...
Boarding announced before 12:00pm. Got to the gate and not allowed to board until 12:30pm which was the original departure time. Then when boarded and announcement made, one pax said he wanted to get off. So we had to wait another hour for him to get off and get his luggage. Then there was a problem with the luggage, and had to be counted again before taking off...
Arrived in SIN, refuel and crew change... I think we were there for 2 hours?
Frankly, maybe points/miles better than service voucher which you can only use against buying tix directly from CX...?