Reply To: Cathay Business – disappointed

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Cathay is in a predicament on this one, as there would and arguably should be a case for all passengers on this flight to receive the same amount of compensation, as many of the issues were generic (and in a couple of cases subjective) as opposed to specific. Their offer, is at least a gesture, albeit not hugely generous or imaginative enogh to inspire further loyalty.

The bigger question that is begged, is that when flying business or first class, you are paying for the experience as opposed to simply getting from A to B and as such, what rights to you have when it falls short of expectations and indeed, who is to determine whether this is the case.

Not sure how you resolve this, but giving the Flight Services Director the authority and call to report back on major (or indeed not so major) service failures, followed by proactive follow up by the airline to all affected passengers on that flight would win my vote, but sadly the admin and cost issues involved, would make this unattractive to most carriers, Alternatively, introduce more internal service audits, which in turn should lead to increased consistency to ensure the promised standards are adhered to.

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