I finally got the "official" and yet "bureaucratic" response.
Trust me - it did take me a long way for the response (I will share some of my methods in the future). Before I comment anything, why don't you look at it first?
(The following response was edited for its format and some personal information was withheld.)
"Our Ref: XXXXXXX
11 April 2012
Mr Kung
Email: ______________________
Dear Mr
Kung
Thank you for your follow up message.
It appears that there
was a system error, a combined reply has been sent to you on 20 February 2012
under case reference XXXXXXX, reference number for the email you have sent
to the Marco Polo Club. I am sorry that the message was not delivered to you
accordingly. I have attached the below reply for your easy
reference.
Once again thank you for contacting us.
Kind
regards
__________________
Customer Relations Executive
Customer
Relations Department
Cathay Pacific Airways
Our Ref: XXXXXXX
20 February 2012
Mr Kin Wah Kung
Email: ______________________
Dear Mr
Kung
Thank you for your letter and contacting the Marco Polo Club,
which has referred your concerns to us.
Please allow me to address the
issues you raised in point for convenience:
Promotional
Campaign
We very much appreciate your feedback in regards to our marketing
campaign as it enables us to identify the areas that need improvement.
Check-in and lounge access
Marco Polo Club Silver member or above are
eligible to use Business Class or designated club counters for check-in, and
use our designated lounges at worldwide airports regardless of their
ravelling class. Thus I am sorry to learn that you were denied access at
both of our contract lounge provider, SAS Business Lounge and Swiss Business
Lounge. Please accept our apologies for the inconvenience
caused.
Cabin facilities and inflight safety
I will follow up with our
Engineering Department to determine the cause of the observation you
described with our cabin and seat facilities as it was not indicated as a
defect on our reports. I have likewise raised your concern in regards to our
inflight safety video and handling to the relevant departments for their
review.
Condensation
The problem of water dripping was caused by
condensation onboard the aircraft. The on-board environmental system on the
aircraft produces very cold air, which cools the overhead area in the cabin
to almost freezing point. When the aircraft doors are open for passenger
embarkation and catering loading, the hot air from outside causes
moisture to form on the cold overhead area, and subsequently drops of
condensation may drip down in the cabin area during the flight.
At
present, we have no way around this since our on-board environmental control
system has to be efficient enough to cool the aircraft. Boeing and Airbus
are looking into this matter but it may take some time to resolve. We
appreciate your frustration over this matter, and hope the foregoing helps
to clarify this problem in more detail.
Lounge quality - The Wing
Your
comments regarding the food variety and computer station has been duly noted
and forwarded to our Caterer and Product department for their future
planning.
Baggage Claim
Whilst I am sorry that your baggage was
damaged during transit, I am however most concerned to learn of the handling
from our Baggage team in Chicago and San Francisco. Our staff are expected
to assist passengers in a professional and timely manner and I regret that
this was not the case.
I would like to assure you that various points
you raised regarding our service and operation has been duly noted and
forwarded to the relevant departments for their necessary follow up. In the
meantime, please accept our apologies for the inconvenience
caused.
Mr Kung, thank you for choosing Cathay Pacific, and I hope that
despite this regrettable experience, we will have the pleasure of serving
you onboard our flights again in future.
Kind regards
__________________
Customer Relations Executive
Customer Relations Department
Cathay Pacific Airways
This message contains
confidential information and is intended only for the individual named. If
you are not the named recipient, you must not read, copy or otherwise use
the contents of this message. Any unauthorised use may lead to legal
proceedings against you.
Email transmission cannot be guaranteed to be
secure or error-free as information could be intercepted, corrupted, lost,
destroyed, incomplete or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this message
which arise as a result of email transmission.
Actually both SAS and SWISS might have been in the right. Status doesn't always apply in contract lounge situations (as opposed to travel class, which does) especially when the contract lounge is from a different alliance .
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