Ultimately this thread is about the response to a complaint rather than the merits or not of the complaint itself and a number of posts here have looked at the ‘argument’ from a number of angles. Looking at the Cathay response it is probably a cut and paste job from a series or even library of templates they use. That is not an excuse. more a reality. That said some might say a poor response is worse that no reply at all and everyone has differing views on that. Would they write to me, as a long serving Diamond member, for 21 years any differently? I would certainly expect that. If the response been ‘more personal ‘ and humble then the recipient might have been less irritated. Interestingly those few instances over those 21 years where it did go wrong were met with an up front ‘we got it wrong, we are very sorry and this is how we are going to out it right. A lesson for all companies to treat complaints as nuggets of gold.