Bad flight! How to complain?

margaret_3

I have just returned from Australia, flying with Cathay Pacific. I was over there as a guest lecturer. Since it was such a long journey, I upgraded from economy to business class, adding over £2,500 to the price. However, on the outward leg, the air conditioning was faulty and it blew out freezing air. The cabin crew couldn't fix it and they put cardboard over the vent, securing it with celotape, but it lasted a matter of seconds before it was blown violently on to my face. I couldn't be moved as the plane was full. I didn't close my eyes because of the extreme cold and couldn't eat because of the extreme discomfort. I did go and sit in the galley for a little while with a crew member just to get a bit of warmth.
When I arrived in Hong Kong, my eyes and nose were streaming and I got such a cold that I couldn't leave my hotel for the three days that I was there.
When I arrived in Australia I had to cancel my first two days of work as I was still suffering from this very heavy cold. I didn't suffer financially but I let people down. The return journey was superb, very comfortable and the food was delicious.
Can someone [perhaps travelman] please advise me how I should complain and can I expect any sort of compensation?
Many thanks.
Margaret

fatboyonadiet

http://news.bbc.co.uk/1/hi/business/4274647.stm Could be a starting point for you, sure someone will be along with more advice soon

pin

CX is supposed to be one of the best airlines around.

First port of call, have you actually tried complaining to CX directly? Are you back in the UK?

I would start off with a quick phone call to CX and explain what happened. See what they say. Make a note of who you spoke to and when you called. Then I would write to them (by recorded post), again explaining the situation and the results of the phone call.

Did you take out travel insurance? Don't know if they will be useful, but have a word with them as well.

Mr_Warren_2

Pin offers a sound advise although I would not bother making the phone call. From past experience, airlines only respond to written communication. The fact that you were flying Bizz Class will also help you in your claim (unfortunately).
Write to their customer service department, stating your problem clearly and be very specific about your discomfort (were you the only passenger affected on this flight?). Emphasise the "no-rest due to extreme cold discomfort" and time off thereafter. Be calm and stick to facts. Do not threaten them with....I will not be flying with you any more......Just say that you flew with them because you knew about their in-flight service quality "which you were not able to enjoy" and you expect the ground crew to make amend for that....Please let us know how you get on.

margaret_3

Many thanks for the replies containing excellent advice.
Incidentally, the fellow next to me was affected also but to a lesser degree since he was in the aisle seat. He flies Cathay regularly and said that this was the first time that he felt any discomfort. However, he did get some sleep.
Margaret

pin

Only reason I suggested a simple phone call to CX is because they are supposed to be pretty good, so they might be able to sort something out straight away over the phone. In any case I would without a doubt write in, make sure you send it recorded post though.

chalky_bertie

Aswell as a letter to the dreaded and useless customer services dept how about a copy to the CEO of Cathay Pacific in the UK, just to make him aware of the problems. You never know what you'll get back but at least it has gone to the highest level.

margaret_3

chalky_bertie wrote:

Aswell as a letter to the dreaded and useless customer services dept how about a copy to the CEO of Cathay Pacific in the UK, just to make him aware of the problems. You never know what you'll get back but at least it has gone to the highest level.

Thanks for this Bertie. I've been doing a search for the name and address of the CEO but to no avail. Any ideas?
Margaret

MarkyMarkD

I wouldn't expect a foreign airline to have anyone very senior in the UK. Their contact address for Customer Relations is here and the CEO is Philip Chen as confirmed here.

se999

Hi,

I don't like complaining in the first place, but if I do I like to go in quietly initially, and see what response I get. If I'm not happy with the result (but normally it's ok with reputable companies), I then escalate to try to negotiate an improved offer.

This does have the benefit of giving you more room for negotiation, but sometimes with large companies there are limits to what specific individuals are authorised to offer. Also sometimes companies will offer air miles/vouchers rather than cash, so you have to assess what they are worth to you. Did you keep receipts for medicines, room service charges for having to have meals in your hotel etc., it's quite often easier for companies to authorise extra cash compensation if you can provide receipts to justify it.

Are you a member of the airlines loyalty scheme or one of it's partners? If you are, at what level?Sometimes they have their own dedicated customer services to look after frequent flyers.

Hope this is useful.

margaret_3

Yes thank you. This was useful. I would go in quietly in any case.
I'm not after money but I wouldn't want vouchers either.
It was my first flight with Cathay Pacific so therefore I'm not a member of any of their schemes except Asia miles. I don't know if this will help.
Thanks.
Margaret