Opinion on fair compensation for major delay (12+ hours) due to CX issue
#1
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Opinion on fair compensation for major delay (12+ hours) due to CX issue
Background is that I was scheduled for BOS-HKG-BKK and there was an issue on the ground. The BOS-HKG flight never boarded and all passengers were forced to pick up check-in bags and the flight was "delayed" by 20 hours but technically not canceled.
The ground staff was of no help, not even for cab voucher. They were only providing those to transit passengers and refusing to help people who didn't also need a hotel voucher. My first call to the HK center, the agent rather incredibly suggested that since I was "checked in" she couldn't rebook me. Never mind the 20-hour delay which guarantees a missed connection - nothing she could do.
Second call got me an agent who realize the absurdity and rebooked me via KE for arrival 12 hours later than planned.
Fast forward by a week - Cathay customer service is offering only 7k Asia Miles and *maybe* crediting me for the miles for the un-taken flights. This is even though the agent acknowledge it was their fault that the flight was delayed for 20+ hours.
I don't really think this is a fair deal, but I don't fly CX that often on paid-fare. What do people think?
Am I likely to get a better offer by persisting? Any suggested alternative avenues to escalate?
The ground staff was of no help, not even for cab voucher. They were only providing those to transit passengers and refusing to help people who didn't also need a hotel voucher. My first call to the HK center, the agent rather incredibly suggested that since I was "checked in" she couldn't rebook me. Never mind the 20-hour delay which guarantees a missed connection - nothing she could do.
Second call got me an agent who realize the absurdity and rebooked me via KE for arrival 12 hours later than planned.
Fast forward by a week - Cathay customer service is offering only 7k Asia Miles and *maybe* crediting me for the miles for the un-taken flights. This is even though the agent acknowledge it was their fault that the flight was delayed for 20+ hours.
I don't really think this is a fair deal, but I don't fly CX that often on paid-fare. What do people think?
Am I likely to get a better offer by persisting? Any suggested alternative avenues to escalate?
#2
Join Date: May 2017
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7k RDMs + Original Routing Credit is actually quite decent. Certain airlines will pass off mechanical delays as "circumstances beyond their control" and refuse to compensate period. And refuse to protect you on other airlines.
If you missed a scheduled commitment in BKK or bought a last minute Flex fare I sympathise. But then again the risk is borne by any traveller...that's what travel insurance is for.
If you missed a scheduled commitment in BKK or bought a last minute Flex fare I sympathise. But then again the risk is borne by any traveller...that's what travel insurance is for.
#3
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There is no compensation due for a US departure. Thus, anything you receive is a customer service gesture in the discretion of CX. While the taxi voucher seems a bit picky, it is fairly usual not to reimburse ground expenses for originating passengers. This ought to be covered by your travel insurance.
#4
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You view might be from a spoiled European perspective where EC261 is the norm. With a very few exceptions, the rest of the world is different.
It is more "these things can happen", as they do with many things in life and transport.
CX was "fair" in providing hotels for the long delay. They were nice in rerouting you on KE. Decent in giving you some miles and probably credit the un-taken flight.
To answer your precise questions about "opinions", personally think it was a fair deal for a Y pax and I don't see any recourse you would have to elevate or pursue in legal proceedings.
It is more "these things can happen", as they do with many things in life and transport.
CX was "fair" in providing hotels for the long delay. They were nice in rerouting you on KE. Decent in giving you some miles and probably credit the un-taken flight.
To answer your precise questions about "opinions", personally think it was a fair deal for a Y pax and I don't see any recourse you would have to elevate or pursue in legal proceedings.
Last edited by brunos; May 8, 2019 at 9:17 am
#5
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Actually based in the US, the Cambridge is not the British one.
Thanks for the feedback - my experience in dealing with domestic carriers is that they're usually willing to give significantly more than 7k RDM's for a major delay.
Thanks for the feedback - my experience in dealing with domestic carriers is that they're usually willing to give significantly more than 7k RDM's for a major delay.
#6
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Another thing that's different with the US is the feelings of the customer. Generally, if a US Big 3 inevitably is rude to you on the first few gos around, you can "use that" against them to give you more later. So they'll apologize both for the delay and the service mishap. This is also not how CX works. Obviously, it's frustrating when the airline doesn't "get it" at first, as you described. But if CX got you a reasonable solution, even if they didn't do it right at first, you shouldn't expect even more due to hurt feelings from the initial mishap. Their attitude will be "we got you the good result in the end, correct?" Different approach - in the US they must apologize and give you more for what you described at length about them initially not putting you on KE and the back and forth. Just note that's a US thing, and while not wrong it's not universal. I'm from the US, but have grown to appreciate the way things are handled here, and really scratch my head at the Big 3 approach. But it's true, you guys suffer so much on those flights overall perhaps all the comp is deserved.
It's also normal policy for them to give out duty free vouchers on board for those types of delay, did they give any? eDIT: forgot you took KE. Yea pax on the CX flight likely got the vouchers. I think by accepting KE you probably gave that up.
#7
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This is an important lesson to you - Next time - fly UA, not CX.
#11
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UA does have an arrangement with Amtrak.
So if UA can't rebook OP to another BOS-EWR flight, UA can rebook on Amtrak, or even BOS-ORD/SFO-HKG.
But these are immaterial now because OP chooses CX, not UA. In that case, OP will need to follow CX's playbook.
So if UA can't rebook OP to another BOS-EWR flight, UA can rebook on Amtrak, or even BOS-ORD/SFO-HKG.
But these are immaterial now because OP chooses CX, not UA. In that case, OP will need to follow CX's playbook.
#14
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Of course, the case of "extraordinary circumstances" is always a sticky issue with ALL airlines.
#15
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