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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 |
Originally Posted by Tomcat88
(Post 30776854)
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 US$150 is someone on the middle to high for CX compensation....its a lot better than giving you miles. |
US$150 seems like a very reasonable offer to me.
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Yes $150 is pretty good for a 5 hour delay. There are regional flights of 3 hours that get delayed 8+ hours and they don't get any compensation.
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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...? |
Well if you’re going to fly on CX again USD 150 is better than miles as at least it’s a guaranteed discount. Miles have a different value depending on how they can be used. |
$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. |
thats like a 5 hour delay due to snow. |
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). |
Originally Posted by Often1
(Post 30777274)
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). |
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?
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Sorry, inadvertent dupe post.
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Originally Posted by Tomcat88
(Post 30776894)
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...? |
Originally Posted by Tomcat88
(Post 30776894)
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...? |
I don't see why you are due any compensation at all. Would you rather the plane ran out of fuel?
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