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Professor dies in SFO CX lounge shower and isn't found for 17 hours

Professor dies in SFO CX lounge shower and isn't found for 17 hours

Old May 9, 19, 4:43 pm
  #1  
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Professor dies in SFO CX lounge shower and isn't found for 17 hours

This is one of the more crazy things I have seen in a while....

https://sanfrancisco.cbslocal.com/20...throom-at-sfo/
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Last edited by ryandc99; May 9, 19 at 4:51 pm
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Old May 9, 19, 5:08 pm
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WOW!

crazy, indeed.
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Old May 9, 19, 5:30 pm
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This raises an interesting question: what does an airline do when the passenger checks in but doesn't get to the gate? In my experience, they just chalk it up as a no show and then deal with those consequences.

Is there some responsibility to know that your customer entered the lounge but didn't exit? A logistical nightmare for sure.
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Old May 9, 19, 5:36 pm
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So, just to get the terminology right, was he found in a shower cubicle or a toilet cubicle, to avoid the pointless politeness of the USAism "bathroom"? Or was is a combined shower/toilet room (not having been to this lounge and the airline ones I've used have tended to be individual shower rooms).

If there's a large number of people going in and out of shower cubicles then it would be easy for staff not to notice he'd not come out. With toilet cubicles. I would imagine the cleaning crew pass by every x minutes and if one is occupied they'd leave it to the next sweep (except the cleaners at one place I've worked where they would stand outside waiting for you to come out!!).

It would be interesting to note if any message was flagged to the lounge when he failed to appear at the gate, assuming he was a real First Class passenger and not just using his status for lounge access. But even if they hadn't, there must be some security flag raised when a passenger misses a flight but hasn't exited the terminal - unless they assume they boarded another flight somehow??
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Old May 9, 19, 5:38 pm
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Originally Posted by SQTraveller View Post
......
Is there some responsibility to know that your customer entered the lounge but didn't exit? A logistical nightmare for sure.
I'm not aware of any lounge that checks you on the way out. Most say it's your responsibility to watch for gate boarding times etc. Be interesting to know of any that do check you out as well as in.
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Old May 9, 19, 5:41 pm
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Originally Posted by SQTraveller View Post
This raises an interesting question: what does an airline do when the passenger checks in but doesn't get to the gate? In my experience, they just chalk it up as a no show and then deal with those consequences.

Is there some responsibility to know that your customer entered the lounge but didn't exit? A logistical nightmare for sure.
Yea I was thinking along similar lines.

CX actually has no idea if the customer left or not. They​​​ should know everyone who entets the lounge due to BP / lounge invite scanning, although in practice they might not know all the guests of members with a +1 or +2 entitlement as they don't always scan guests. But they rarely know if you leave, no scan needed.

However, given this passenger went undiscovered for so long, I'm assuming he was traveling alone. Meaning he had a lounge entitlement of his own due to class and/or elite status. Of course this logic isn't 100pct guaranteed (maybe he was guested in by a friendly FT member, could've been on a lounge mid tier benefits pass, etc.) but seems likely.

So to me, there are three things that stand out.

First, if he was traveling on CX, they didn't even bother go looking for an elite/J/F class pax no-show in the lounge. That's poor form on CX if so, if you know a priority pax entered the lounge, no showed, and don't even bother to sweep the lounge for him. But not surprising at all if so.

Second, if he was traveling on a partner like JAL etc., I think this would be harder for CX to figure out. In this scenario, I don't even know if JAL knows the pax is in the lounge.

But third is the worst and is irrespective of the above...........nobody on staff bothered opening the shower for 17 hours!?!?! Either the SOPs there are badly lacking, or the staff aren't doing their jobs. That's bizarre and a bad look for CX SFO. Due to timing of CX flights, the longest intervals of the lounge not being used is about 10 hours.

RIP to that passenger.
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Old May 9, 19, 5:42 pm
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Originally Posted by dddc View Post
I'm not aware of any lounge that checks you on the way out. Most say it's your responsibility to watch for gate boarding times etc. Be interesting to know of any that do check you out as well as in.
Most real F lounges do pretty much "track" you, will keep you updated if there is a delay of boarding, and otherwise important updates. Quite some will even personally bring you to the gate when it's about time for boarding.

Now I couldn't figure out if he was admitted to the lounge due to status or flying F, and I know that OW is more generous with F lounge access to their elite flyers as compared to *A, thus might be their lounge was just so full they wouldn't track individually. I know for sure this would NOT have happened at a LH group F lounge.. (where only F and HON pax are admitted)
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Old May 9, 19, 5:47 pm
  #8  
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Airlines have been known to escort IFC passengers from the lounge to the gate.

I wonder what times were involved: What are the hours for the lounge and when does the CX flight depart? Seventeen hours suggests to me that the lounge closed for the night without discovering him. In fact, doesn't the SFO terminal close for a few hours in the middle of the night? If so, wouldn't it be a security violation to permit someone to stay through the night?
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Old May 9, 19, 6:08 pm
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Strange that this occurred over six months ago and is just now being reported.
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Old May 9, 19, 7:10 pm
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There's a statement from CX about it on this page (in Chinese) -
https://www.charlesmok.hk/important-...ing-kous-case/

Something about reviewing policies and rules to ensure this never happens again etc.
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Old May 9, 19, 7:11 pm
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Originally Posted by QRC3288 View Post
Yea I was thinking along similar lines.

CX actually has no idea if the customer left or not. They​​​ should know everyone who entets the lounge due to BP / lounge invite scanning, although in practice they might not know all the guests of members with a +1 or +2 entitlement as they don't always scan guests. But they rarely know if you leave, no scan needed.

However, given this passenger went undiscovered for so long, I'm assuming he was traveling alone. Meaning he had a lounge entitlement of his own due to class and/or elite status. Of course this logic isn't 100pct guaranteed (maybe he was guested in by a friendly FT member, could've been on a lounge mid tier benefits pass, etc.) but seems likely.

So to me, there are three things that stand out.

First, if he was traveling on CX, they didn't even bother go looking for an elite/J/F class pax no-show in the lounge. That's poor form on CX if so, if you know a priority pax entered the lounge, no showed, and don't even bother to sweep the lounge for him. But not surprising at all if so.

Second, if he was traveling on a partner like JAL etc., I think this would be harder for CX to figure out. In this scenario, I don't even know if JAL knows the pax is in the lounge.

But third is the worst and is irrespective of the above...........nobody on staff bothered opening the shower for 17 hours!?!?! Either the SOPs there are badly lacking, or the staff aren't doing their jobs. That's bizarre and a bad look for CX SFO. Due to timing of CX flights, the longest intervals of the lounge not being used is about 10 hours.

RIP to that passenger.
Originally Posted by dddc View Post
I'm not aware of any lounge that checks you on the way out. Most say it's your responsibility to watch for gate boarding times etc. Be interesting to know of any that do check you out as well as in.
While they don't check passengers out of the lounge, CX will know if you made it onto the flight... because they scan your BP at the gate

Still I think the logistics would be too much to check every passenger going out ... unless they have a self reader for exit.

As you say, RIP
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Old May 9, 19, 7:19 pm
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Originally Posted by SQTraveller View Post
While they don't check passengers out of the lounge, CX will know if you made it onto the flight... because they scan your BP at the gate
Indeed, but as I mention above, two things about that:

1.) The passenger could've been flying on partner metal and using his OW privileges for lounge entrance, for example flying JAL. I am not sure how interconnected the systems are for CX to know if the pax boarded his partner flight or not, if this was the case. (Of course, the article does say "before a planned flight to Hong Kong", so I think he is on CX. But it's also low odds he could've been flying to HK via Japan, etc.)

2.) Let's say the most likely scenario is true, this passenger was flying on CX metal nonstop to HK. Obviously, the passenger no-showed when he failed to board the plane. While it's not required, I think it shows poor attention to detail and poor overall organization that a premium passenger who no-showed and known to be in the lounge pre-flight was not searched for in the lounge. After-all, CX knows he is in there! So either they didn't search the most obvious location for the passenger, or they did search and failed to do a good job at it.

A last minute no-show who has already checked in isn't the same as a no-show at check-in. CX has every incentive to get that passenger on the plane, especially if there is checked luggage involved. Of course, checking all the bases is not technically required. But I still think it reflects badly on CX SFO and how they go about things. Which, IME makes sense - in 10+ years of flying CX to/from SFO regularly, while I have had amazing experiences, I'd say overall it's an average to below-average ground base. The boarding process is particularly bad especially since moving from the BA lounge cerca 2011.

17 hours without sweeping the shower? How many stalls are there btw? Definitely bad form. CX has flights at noon and midnight, aka 12 hours apart 7 days a week. It's not like they only operate it once a day or something.
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Last edited by QRC3288; May 9, 19 at 7:26 pm
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Old May 9, 19, 7:30 pm
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Originally Posted by QRC3288 View Post
Indeed, but as I mention above, two things about that:

1.) The passenger could've been flying on partner metal and using his OW privileges for lounge entrance, for example flying JAL. I am not sure how interconnected the systems are for CX to know if the pax boarded his partner flight or not, if this was the case. (Of course, the article does say "before a planned flight to Hong Kong", so I think he is on CX. But it's also low odds he could've been flying to HK via Japan, etc.)

2.) Let's say the most likely scenario is true, this passenger was flying on CX metal nonstop to HK. Obviously, the passenger no-showed when he failed to board the plane. While it's not required, I think it shows poor attention to detail and poor overall organization that a premium passenger who no-showed and known to be in the lounge pre-flight was not searched for in the lounge. After-all, CX knows he is in there! So either they didn't search the most obvious location for the passenger, or they did search and failed to do a good job at it.

A last minute no-show who has already checked in isn't the same as a no-show at check-in. CX has every incentive to get that passenger on the plane, especially if there is checked luggage involved. Of course, checking all the bases is not technically required. But I still think it reflects badly on CX SFO and how they go about things. Which, IME makes sense - in 10+ years of flying CX to/from SFO regularly, while I have had amazing experiences, I'd say overall it's an average to below-average ground base. The boarding process is particularly bad especially since moving from the BA lounge cerca 2011.

17 hours without sweeping the shower? How many stalls are there btw? Definitely bad form. CX has flights at noon and midnight, aka 12 hours apart 7 days a week. It's not like they only operate it once a day or something.
yes indeed. All the points you make are valid.

I don't know how the shower service work in SFO, but in HKG, they have an attendant go in as soon as you finish the shower so there would be someone who can notes how long you spend in the shower. As you say 17 hours!!!!! crazy!
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Old May 9, 19, 7:40 pm
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Originally Posted by zeltergiset View Post
There's a statement from CX about it on this page (in Chinese) -
https://www.charlesmok.hk/important-...ing-kous-case/

Something about reviewing policies and rules to ensure this never happens again etc.
Yeah how about reviewing their cleaning policy!
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Old May 9, 19, 8:09 pm
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I was at the SFO CX lounge a few days ago for 873. One has to go to the reception desk and exchange a key to one of the shower cubicles with one's boarding pass. The boarding pass will be returned when one returns the key. The professor's boarding pass would supposedly still be at the reception desk after boarding announcement was made. It doesn't seem too difficult to track him down.
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