April
Cathay Pacific Airlines
Customer Relations
To Whom It May Concern:
This is to inform your office of one incident in NAIA that transpired last 02 April. As you might have noticed, it took a while before I have decided to send this letter. I gave myself a chance to let it go but obviously, I couldn’t.
I was one of the hundred passengers of CX 904 bound from Manila to Hongkong in line at 4 am in the check-in area. One CX Ground Stewardess named Anna approached each one of us checking our flight details/passports. She even asked if I was a “seaman” so I said yes. She immediately moved to the couple next to me and offered an upgrade for $120.00. My question is, why didn’t she ask me in the first place? Maybe I was interested to pay or use my mileage points (Asia Miles Card # 1052255894) for the upgrade or maybe because I am a “seaman” and cannot afford to pay for an upgrade? In customer relations’ point of view, every passenger must be acknowledged and considered a potential customer who can pay.
When we finally reached the gate and waited for boarding, the same lady approached some of the passengers beside me and skipped me (again). Fortunately, these gentlemen were offered for a complimentary upgrade. I stood and approached the desk and talked to her and asked if I could use my mileage points for an upgrade but she said there’s no more available. I also asked her how did she select passengers for these upgrade but I got no answer.
Now I am wandering what is the use of holding an Asia Miles card if holders are not prioritized for the upgrade. I am not complaining that I was not upgraded but I was a bit concerned on how “seamen” are treated. Working in a passenger cruise ships, some of us are also working in Customer Relations so I could relate to those guests on board who have the same experience.
In addition to this incident, we waited for more than 8 hours in Hongkong due to delayed connections to San Francisco and another 6 hours to San Diego. I am not sure if NAIA staff had an idea of these delays and it would be much appreciated that passenger were informed ahead of time.
I love flying via CX and always will. I hope that our fellow Filipinos who are also working in the same industry, should treat all passengers equal. Whether they are locals, tourists or OFW’s who brings pride to our country.
Sincerely,
Guest Relations Superviso
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