Dear CX: Goodbye
Feb 18, 2020, 2:48 am
#1
Original Poster
Join Date: Jul 2007
Location: Washington, D.C.
Programs: BA Gold Lifetime, AA 2M, Delta 2M, Hilton Diamond, Hertz President's Club, EK Platinum
Posts: 948
Dear CX: Goodbye
Four of four sectors cancelled, two in First and two in Business. No notification that two of the sectors were cancelled. On the one notification, ORD-LHR, they cancelled my day of departure and put me on a flight a day earlier.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
Feb 18, 2020, 3:04 am
#3
Join Date: Jul 2006
Programs: MPC Gold, MileagePlus Gold, HH Gold
Posts: 17
Four of four sectors cancelled, two in First and two in Business. No notification that two of the sectors were cancelled. On the one notification, ORD-LHR, they cancelled my day of departure and put me on a flight a day earlier.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
Feb 18, 2020, 3:25 am
#4
Original Poster
Join Date: Jul 2007
Location: Washington, D.C.
Programs: BA Gold Lifetime, AA 2M, Delta 2M, Hilton Diamond, Hertz President's Club, EK Platinum
Posts: 948
Sorry, ORD-HKG... CX 807.
Yes, these are difficult times but at a minimum they could notify me of changes.
With complicated travel, it forces me into very undesirable routes and times.
I very much like CX but... it has become too hard.
Yes, these are difficult times but at a minimum they could notify me of changes.
With complicated travel, it forces me into very undesirable routes and times.
I very much like CX but... it has become too hard.
Feb 18, 2020, 3:28 am
#5
FlyerTalk Evangelist
Join Date: Feb 2003
Posts: 10,227
Four of four sectors cancelled, two in First and two in Business. No notification that two of the sectors were cancelled. On the one notification, ORD-LHR, they cancelled my day of departure and put me on a flight a day earlier.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
Feb 18, 2020, 3:36 am
#6
FlyerTalk Evangelist
Join Date: Apr 2009
Location: where lions are led by donkeys...
Programs: Lifetime Gold, Global Entry, Hertz PC, and my wallet
Posts: 20,344
You got a lot of business going on in HK and the Mainland these days? Neither does CX so they are cancelling flights. Since the bulk of their customers come from these places, it’s expected that there are some disruptions. Now is not the time to complain or be precious, CX is fighting to survive.
Feb 18, 2020, 3:49 am
#7
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
If CX is forced to cancel the service because of a ban imposed by any governments, then it is force majeure. If HKG is so dangerous to travel in and/or out, then it is force majeure.
However, in this case, the cut back is mainly due to the low demand associated with coronavirus, but not because how Hong Kong or other countries are being impacted, then it is not force majeure.
Feb 18, 2020, 4:42 am
#8
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
Four of four sectors cancelled, two in First and two in Business. No notification that two of the sectors were cancelled. On the one notification, ORD-LHR, they cancelled my day of departure and put me on a flight a day earlier.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
I am sorry Cathay but you have become so unreliable as to make you unacceptable as a provider.
Feb 18, 2020, 5:18 am
#10
Join Date: Apr 2007
Location: Anywhere
Posts: 6,576
Feb 18, 2020, 8:08 am
#11
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,193
CX has never been good at letting passengers know about canceled flight..
on our last JFK to HKG flight.. my daughter called me while we were at the airport to let me know the flight had cancelled.
Lovely crew/planes/service.. but the customer service is crap
on our last JFK to HKG flight.. my daughter called me while we were at the airport to let me know the flight had cancelled.
Lovely crew/planes/service.. but the customer service is crap
Feb 18, 2020, 9:15 am
#12
Original Poster
Join Date: Jul 2007
Location: Washington, D.C.
Programs: BA Gold Lifetime, AA 2M, Delta 2M, Hilton Diamond, Hertz President's Club, EK Platinum
Posts: 948
Email in place after all, they did manage to notify me of 2 of the 4 cancellations and the entire booking, a RTW ticket, is one record.
I will fly JL from JFK to HND and then down to BKK. Then, rather than back to HKG and on to LHR on CX 253 (cancelled but not informed) will use QR or EK from BKK.
I know this can happen to any airline but I do not have time to check over and over again the status of CX flights.
I will fly JL from JFK to HND and then down to BKK. Then, rather than back to HKG and on to LHR on CX 253 (cancelled but not informed) will use QR or EK from BKK.
I know this can happen to any airline but I do not have time to check over and over again the status of CX flights.
Feb 18, 2020, 9:51 am
#13
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
Per above...no, this isn't force majeure. If CX had to (for example) cancel all flights in and out of Hong Kong then that would be force majeure. If a bunch of planes were unflyable because of an outbreak of coronavirus among the crew, that might fly. But CX is citing "commercial and operational" reasons.
Honestly, there are things they could be doing even if the email system is overwhelmed (posting a list of cancelled flights by day on a dedicated webpage comes to mind).
@AlwaysOnTheRoad: You said that CX cancelled your flight day of departure and put you on a flight a day earlier. Do you mean to tell me that you were cancelled out and put on a previous day's flight?
Honestly, there are things they could be doing even if the email system is overwhelmed (posting a list of cancelled flights by day on a dedicated webpage comes to mind).
@AlwaysOnTheRoad: You said that CX cancelled your flight day of departure and put you on a flight a day earlier. Do you mean to tell me that you were cancelled out and put on a previous day's flight?
Feb 18, 2020, 10:04 am
#14
Original Poster
Join Date: Jul 2007
Location: Washington, D.C.
Programs: BA Gold Lifetime, AA 2M, Delta 2M, Hilton Diamond, Hertz President's Club, EK Platinum
Posts: 948
No, the flight is in two weeks and they rebooked me onto a flight for the preceding day from when I planned to depart.
In fact, one of the two sectors for which I did not receive any notification and had to discover for myself.
In fact, one of the two sectors for which I did not receive any notification and had to discover for myself.
Feb 18, 2020, 10:14 am
#15
Join Date: May 2015
Location: WAS, SZX, HKG
Programs: AS MVP Gold 75K, CX Green
Posts: 735
I have my friend booked on CX807 ORD-HKG later this week and I can testify that CX could probably be better in notifying guests about disruptions. They decided to zero-out the flight since last week, probably last Thursday, and last Friday (or so) the AA codeshare flight is shown as Flight Cancelled. However, the CX flight was still in the system until yesterday when it was finally canceled, and she was moved up to Thursday's flight.
If AA knew the flight would be canceled last Friday, why did it take CX one more weekend to figure that out?
If AA knew the flight would be canceled last Friday, why did it take CX one more weekend to figure that out?