Cancelled / delayed flights, CX – who covers the expenses?

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This topic contains 19 replies, has 11 voices, and was last updated by  IanFromHKG 20 Aug 2019
at 05:24

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  • BrotherJim

    I know these are the Amex Australian T&C’s but all covered on Page 14. Travel inconvenience.

    Though I would think it reasonable that the insurance company would try and hang some responsibility on the airline.


    @ BrotherJim – correct Travel Inconvenience max benefit AUS$700 – corresponding UK £500. no XS. UK policy, corresponding cover is £300

    However reading Travel Cancellation cover on page 18, my 48 hour delay was certainly a Travel Disruption. s7, it was the first leg of my trip, but the return trip. This section covers nearly 5 times the amount of cover…


    I am slightly surprised by the response from both CX and my travel insurers. This is the second time in 2 years, disrupted travel costs have not been covered in full by either the airline of my travel insurance. I had always thought AMEX plat card travel policy was strong – but to be caught out twice in 2 years, I am surprised. Remember in this instance, the delay was 48 hours and the airport remained open throughout.

    “Thank you for contacting us regarding your flight from Bangkok to Hong Kong.

    I note that the flight CXxxx on 5 August 2019 was cancelled due to Air Traffic flow control measures implemented on 5th and 6th August 2019, as informed by the Hong Kong Airport Authorities, which was beyond our control. Please accept my sincere apologies for the inconvenience caused.

    During any flight disruption, we try to do our best to make appropriate arrangements where possible. I understand that you were re-accommodated on flights with Cathay Pacific and British Airways on 7th and 8th August 2019 respectively. I am sorry if this initiative did not meet with your expectations. We will share and review the feedback internally to serve our customers better.

    I would like to inform you that if a flight is delayed or cancelled due to poor weather or due to air traffic control restrictions, we are not obliged to provide recompense for the cost of telephone calls, accommodation, refreshments or transportation. However, we will try to assist our passengers as best we can in the prevailing circumstances. In doing so, you can be certain that no discourtesy is intended.

    We do advise our passengers to obtain travel insurance before travelling for any claims for direct or consequential expenses. If you require a flight certificate to support any claim you wish to put forth with your travel insurer, please write in to us by return email and we will be happy to assist you.

    We appreciate you taking the time to share your feedback with us. I hope that I have been able to address your concerns.”


    Standard fob off there Martyn. Albeit the basic facts are correct – the airport may have remained open but it was down to one runway and at times the train to the airport was stopped.

    Remember before the days of EC261 the UK airlines were the same, stories of the LCCs leaving people stranded in semi-rural locations.

    Really not much to be done here I fear apart from a good reminder for all of us to check our travel policies meet needs. These ‘exceptional’ situations seem to be becoming less so – weather, protests and so on.


    The Cathay strike – was it really a Cathay strike? It was reported in the media as mass demonstrations that reduced capacity at the airport, shut down the airport express, saw cancellations on different airlines. So Cathay could legitimately say it was outside their control (I am sure BA would try to weasel out of cash compensation in similar circumstances), and in any case legislation in different places (including the US) is not always customer friendly. Hence need to fall back on insurance.

    The re-booking 48 hours later – very annoying, but why was this -did you ask Cathay? I suppose it could be chicken and egg here – 150 flights were cancelled Monday so a major backlog of people to get shifted.

    As it happens my sister and her three kids were also disrupted by the protests/strikes at HKG. They had stopped over to visit us on their way back from Australia to the UK and were due to fly last Tuesday evening on BA. The flight was cancelled (although interestingly flightstats show that it actually did fly that night! – perhaps it was empty and they were simply repositioning the airframe?). BA were very sympathetic and offered to rebook them free of charge, which they did – but not two days later. The rebooking was in fact for SIX days later (yes, from Tuesday evening to the following Monday). However, they did offer GBP200 per “pair” of pax per day (which was enough for hotel rooms and basic food, although to be fair we fed them fairly well for every meal except breakfast). We eventually managed to get them rebooked on a Thursday flight, so my older nephew was in the air when the A-level results and uni places came out!! Fortunately, although he found out rather late as a result, he got his first choice* so the fact that he was in the air and unable to call universities to beg for places or to go into clearing wasn’t a problem.

    * Same was true for Junior Offspring, so we have another dark blue in the family to offset the Memsahib’s double-light-blue! Now all we need is five more wins in the Boat Race…

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