Cathay Business – disappointed

CX 879 SFO-HKG on 1/19/2014 in Business.

This was a very poor business class service to HKG. The SFO lounge is a disgrace – no First section, a $12 bottle of champagne served and even that was not chilled and hence not available as they had received the shipment only in the morning. Well!.

Seat 22A is in the 2nd small section of the business class cabin (3 class – no First on this service) and it is not at all private or inviting (and the crew made no attempts to make anyone feel welcome) – main boarding is from this cabin so very rushed and feels like an extension of premium economy rather than a premium cabin (on a 5 star airline). No introduction or goodbye from the cabin service director (even on AA they do that), no welcome drink offered, no news papers or magazines (sorry, none loaded sir!).

Constant loud noise from the galley and the 2 main closets being opened and closed in this business section. Meal service very very mediocre. Wines on the “Chilean Promotion” not loaded – no other alternative. 2 Wines to choose from and the champagne was served across the entire cabin from one bottle (had to wait for it to be transferred back and forth – and it was not chilled).

Lights dimmed after 3 hrs only to be jarringly switched on full throttle 6 hrs into the flight while one is sleeping, for dinner service. We had 8 more hrs to go – why does pre- arrival dinner need to be served when all we are trying to do is sleep?? Average food and not appetizing in presentation. Crew did dim the lights as I wanted to sleep but in general were not bothered – one of the lav doors was always wide open and let out bright lights in the cabin and I stood up to close the door 4 times, and the crew did nothing.

No coffee, water etc offered prior to arrival, as galley was closed (1.5 hrs out of hk?). Sorry, this is not a five star airline service. Qatar is 5 star and if so, this is at best 3-4 stars.

Even the new business class seat layout seems cramped – even AA have better spacing (on the exact same seats on their 777-ER) and that is saying something.

I’m sorry, Cathay you missed the mark completely – both hard and soft product on this service. Yes, they have good HK lounges – but on board, this product miserably failed to deliver. Maybe my expectations are that of Qatar business and this CX business is way, way sub par.

Thank you BAGoldcard. I did mention my displeasure (briefly and politely) to the CC and i thought they would convey it to the CSD – but she did not stop by for a chat. Not even a welcome or goodbye chat. I have written a constructive message to CX as I do think this was an anomaly – surely CX is better than this- in fact I have experienced better service from them and would hate to see them slip like this for good.

+1 thebigseats I have started using CX regularly as I am based in Singapore I am a OW emerald and they fly directly to Bangkok from SIN and allows me to gain points and avios as well as sample the CX service. On the short sectors I fly Y as there is no need to pay for J comfort for a 2 hour hop, and everytime bar none the CSD has come and introduced themselves bought some water, offered me something to show the value of my OW status..

Please try them again they are better for sure than you suggest!

Flown 4 sectors with Cathay in the last couple of months (HKG-BKK-HKG x2).

Completed a comments card on 2 of the sectors and got a response back from CX via email.

Thought the seats were fabulous, food, very acceptable, service very professional.

You must have had a CSD who was having a bad day – no excuse, but perhaps that was the reason.

I, like Schaible, was surprised by ExecPlatAA’s comments. I have being flying with CX for 23 years and over that time there has been around 4/5 minor sub service instances and 1 major one all dealt with quickly upon writing in. A case of one of those crews on one of those days but write in as I have found CX very responsive. Interestingly over the years when I have asked for help using miles that had expired . my mistake, the expiry was extended and on a flight back from the UK to HKG when I went past the 2 million miles mark I was presented with a congratulations card signed by all the crew. Give them another go ExecPlatAA . Lightening doesn’t strike twice in the same place.

ExecPlatAA – 22/01/2015 12:58 GMT
In view of your overall experience, we would like offer service vouchers to the value of USD100..

Oh dear.

Oh dear oh dear.

Disappointing to say the least.

Rgds.
AOTG.

This reply from CX is poor indeed. Better they would not have offered anything but an apology.

Reminds me of Emirates… For a lot of ignored and never replied complaints after 8 months they presented me stupid excuses and a few miles: just enough to upgrade from the terminal building to the runway….

Ridiculous bunch of unprofessional people. This was the last time EK saw me as a passenger – but not as a person who stays away from sharing my story.