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Cathay Pacific Airways review: Disrespect and unhonest treatment for economy class customer with kid ( 1 comment)

Monica.y.wang of HK

Aug 05, 2024 12:26 pm EDT

Review updated: Aug 06, 2024

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Me and my kid, a 6 year-old, took Cathy Pacific flights from Chengdu to Toronto on August 5,2024. The trip was consisted of two connected flights CX987 (cheduled arriving 16:55pm at Hong Kong) and CX826 (scheduled departuring17:55pm from Hong Kong), with one-hour transfer time at Hong Kong airport. There were about 5 business class persons taking the same flights as mine from Chengdu to Toronto.

Our first flight got delayed about 35 mins and travellers began to step out of the plane around 17:35pm. By the time me and my son ran out of the plane, we saw some Cathy Pacific ground screw holding cupboards to give direction for transfer customers. I asked the guy (ground screw staff A) who yielded "Toronto" if I should follow him. A saw me with a kid (he has a name list for business class and the list does not have kid) and did not even want to take care of me. He just pointed to the "transfer flight" sign shown in the airport. I followed the sign and then later noticed A led the business class persons walking by me (The business class were behind me previously). I knew they were running for the flight to Toronto, so I asked the A again if I could follow him. A again appointed me to another direction (not the direction the business class group are going).

I did not trust him anymore so I just followed the team. A was not happy and said "why are you coming?"I literally had to yield at him saying" they are going to Toronto, me too going to Toronto. What do you want me to do then?" A then just ignored me at all. He waited for the business class group to get through the security and led their way to the boarding Gate. They were 2-3 mins ahead of us because my son could not run as fast as those business class adults, but he had tried his best to run. On our way running to the gate (only 50 meters away from the boarding gate), I saw another Cathy Pacific staff (B) holding the sign "last calling for CX 826", I ran to her, showed her our boarding passes. B gave our seat numbers to the staffs (C&D) at the Gate and asked them to wait for us. But when we ran to the Gate (should be less than one minute for the 50 meters running), they closed the Gate already. Then C&D took my boarding passes, provided my bagging numbers to the crews that are uploading the luggages and told me I could not board the plane. I asked why they only cared about and waited for the business class but not us, a Economy class traveller with a 6 year-old kid. C said because there are restricted items in my checked-in luggages so it can not be loaded to the plane. I was really pissed because it was all execuse. When I checked in at Chengdu Tianfu airport, they already did thorough scan for destination Toronto and nothing was alarmed to me.

The only truth was that Cathy Pacific only cares about business class, only provides the guidance to business class and only respect business class member because of money! They disrespect the economy class travellers and even provided economy class travellers with misleading informations. They did not show any pathetic to me nor to my son during the whole transfer process. There was no apology but only excuses! Shame Cathy Pacific! I will never ever take your flight again!

Desired outcome: Official apology especially from the ground crew staff!

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D. Brakus

1 comments

D. Brakus

Aug 06, 2024 4:59 am EDT

Verified customer

Cathay Pacific Airways seems to have mistaken economy class for invisibility cloaks, leaving you and your son on a wild goose chase through the airport. Who knew catching a connecting flight could turn into an Olympic event? You've certainly earned a medal for persistence and quick thinking, especially with the way you navigated their obstacle course of a transfer. It's impressive how you kept your cool while they rolled out the red carpet for business class and left you running a marathon with your son. Hopefully, they realize that economy passengers deserve the same attention — and maybe a little extra for the cardio workout! Here's hoping your next travel experience is as smooth as their business class service. Safe travels on your future flights!

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