Beware Cathay Pacific Premium Economy - you may pay for what you DO NOT GET

[fairhsa]

A few weeks back I booked a premium economy flight to Cairns - direct from HK. We wanted to see the eclipse in Port Douglas (14th November, morning) but need to be back in Hong Kong for MrMin to compete in Trailwalker (16th November, 8am). There was one flight that did it in time and it had seats in Premium Economy available, so I booked one. I have had a blood clot (DVT) in the past and do not fly long haul in economy, ever, but have tried the new Premium Economy seats on Cathay and they are fine - roomy enough and with footrests to be able to avoid the blood clot risk.

Fast forward to today. Email from Cathay saying "they are no longer running Premium Economy" on the return flight and so we are downgraded to Economy WITH NO REFUND. That's HALF of the product now reduced in value, zero rebates.

I call that fraud in any language. If I could afford to boycott them, I would. As it is I'm trying to use my points to upgrade to proper Biz class and will write a letter of complaint as soon as I cool down ..... already spent time on the phone to a moron with no power to do anything useful.

 

[anat0l]

Fraud or whatever, do consider your options if CX won't budge.

Make sure you keep a copy of the tickets which say you purchased Premium Economy (these should have the e-ticket number, itinerary code etc. on them, and probably fare construction codes too).

If you bought the tickets in Australia and they were ticketed by an Australian agent (or Cathay Pacific Australia), OFT should be able to help out. I don't know what to do if your tickets were bought in Hong Kong and ticketed there too.

You may want to consider a chargeback through your credit card provider if CX do not render the service as ticketed or offer you an appropriate differential refund. The difficulty here though is that the chargeback will more than likely cause CX to void your ticket, which will force you to search and purchase a new one.

The only reason I can think of why CX has offered no refund is that they have transferred you from the Premium Economy bucket you purchased to an Economy fare bucket with the same price point. Of course, this is still not acceptable because there is a clear product difference.

I'd like to think this is an isolated incident and one that a CX front line worker has screwed up in the service handling. CX can't be this stupid not to remedy something like this.


More seriously, you should contact your doctor and discuss carefully what you need to do (including selecting class of travel as necessary) to minimise the risk of DVT.

 

[eastwest101]

If true - that sucks.

You don't have a lot of alternatives CNS-HKG. From what I can see looks like CX have cut all PE from CNS-HKG, or maybe they never offered it in the first place? Did you book online on the Australian CX web site? Are you absolutely sure you booked PE and not Y? I find it difficult to beleive that no compensation would be offered by CX.

Another good reason to screen shot your own bookings in case of route/equipment changes.....

If you are not going to succeed upgrading with points, and are prepared to burn some bridges with CX and you paid with a credit card - then asking your credit card provider to reverse the transaction may get their attention.

None of this will help you finding an alternative way to HKG on the dates you need unless you are willing to transit Shangai with China Eastern.

[EDIT - what Anat0l said - beat me to the punch]

 

[stomplad]

WOW!, No refund lesser product, doesnt sound right!

 

[Frances Platinum]

Mirrors an experience with AirNZ CNS-AKL route. Booked premium economy in July for CNS-AKL-HNL then went to seat selector to find no premium economy offered - no warning provided at any time on booking - managed to get full refund...

...also waiting to get answer from QF who sell tickets AKL-MEL-LHR on PE and don't advise no PE on AKL-MEL leg (they do advise when booking online on AKL-SYD leg however if you route that way) (was initially told would be placed in J but attempts to get this in writing have failed) - wouldn't make a booking without the written confirmation

Good luck - CX should give you full refund

 

[fairhsa]

If true - that sucks.

You don't have a lot of alternatives CNS-HKG. From what I can see looks like CX have cut all PE from CNS-HKG, or maybe they never offered it in the first place? Did you book online on the Australian CX web site? Are you absolutely sure you booked PE and not Y? I find it difficult to beleive that no compensation would be offered by CX.

Another good reason to screen shot your own bookings in case of route/equipment changes.....

If you are not going to succeed upgrading with points, and are prepared to burn some bridges with CX and you paid with a credit card - then asking your credit card provider to reverse the transaction may get their attention.

None of this will help you finding an alternative way to HKG on the dates you need unless you are willing to transit Shangai with China Eastern.

[EDIT - what Anat0l said - beat me to the punch]

Yes, the ABSOLUTELY DID offer it in the first place. I not only selected it deliberately, but I selected my seats as well! I booked it online using the Cathay website (Hong Kong version) which is what I use for most of my Cathay travel (being diamond, that's alot of travel). I know how to use the website.

There are no alternative flight options. We are only going to see the eclipse (morning of the 14th) and have to be in HK in time for my husband to participate in a 100km trail running race (HongKong Trailwalker) which means leaving home around 6am on the 16th, after a GOOD NIGHT SLEEP in a bed. Nothing else did this.

Unfortunately credit card companies don't do refunds like this for HK cards (not the same as Australian cards) so I don't think that is an option even if I was prepared to burn bridges, which, living in HK and travelling weekly is hard.

 

[fairhsa]

WOW!, No refund lesser product, doesnt sound right!

Indeed not. Which is why I was posting to warn everyone. And because I am ROYALLY PISSED OFF. I posted on the wall on their Facebook page too .... that got a response by someone called lisa who said she would "look into it for me".

 

[fairhsa]

F
More seriously, you should contact your doctor and discuss carefully what you need to do (including selecting class of travel as necessary) to minimise the risk of DVT.

I know what I need to do. I just prefer not to spend a 7 hour flight walking up and down the cabin!

 

[mannej]

I remember discussing this when the conditions for the Y+ originally came out.

If you can find the thread, one of the members was able to get written advice from CX stating that if a sub occurred, you were indeed entitled to compensation.

I would also argue that it could be very much considered bait and switch.

 

[oz_mark]

I would also argue that it could be very much considered bait and switch.

I doubt that this would hold up legally. When they sold the ticket, they would have been intending to offer the product.


However, a refund of the fare difference should be payable. I couldn't locate a number, but Customer Relations is the group you probably should be talking to.

Could start with sales (131747), but they may refer you to Customer Relations.

 

[fairhsa]

I remember discussing this when the conditions for the Y+ originally came out.

If you can find the thread, one of the members was able to get written advice from CX stating that if a sub occurred, you were indeed entitled to compensation.

I would also argue that it could be very much considered bait and switch.

Now that would be useful to find. Any clues as to how to find the thread (I'm not that familiar with the search function yet!). At worst case this is going to the HK Consumer Council (via as much publicity as I can muster).

By the way, found the original e-ticket - absolutely E class.

 

[fairhsa]

I doubt that this would hold up legally. When they sold the ticket, they would have been intending to offer the product.


However, a refund of the fare difference should be payable. I couldn't locate a number, but Customer Relations is the group you probably should be talking to.

Could start with sales (131747), but they may refer you to Customer Relations.

Already spoken to them and sent an email. They are "looking into it". FFS - "looking into it"? Besides, a refund does not actually solve the problem. The problem is that I don't fly Economy with my increased DVT risk - I havn't for over 10 years. It makes holidays a tad expensive (E class was perfect for me therefore) or I divert around Asia finding cheaper routes or routes with stop-overs, NONE of which works on this because of my two binding time constraints.

 

[JWUK]

I'm in a similar situation. Booked PE (definitely E class) for CNS-HKG as part of a longer itinerary LHR-HKG-PER and then CNS-HKG-LHR (all on one ticket/PNR) for early next year. Now I've been told CNS-HKG will be in economy, but only a USD 80 refund -I'm very angry. I'm not sure how to work out the fare difference as it's just the one leg (so far!) that they have downgraded me on. Can't believe what poor service this is. Surely a downgrade from PE to Econ on a 7hr flight should be compensated by more than USD 80?!

 

[Must...Fly!]

I'm in a similar situation. Booked PE (definitely E class) for CNS-HKG as part of a longer itinerary LHR-HKG-PER and then CNS-HKG-LHR (all on one ticket/PNR) for early next year. Now I've been told CNS-HKG will be in economy, but only a USD 80 refund -I'm very angry. I'm not sure how to work out the fare difference as it's just the one leg (so far!) that they have downgraded me on. Can't believe what poor service this is. Surely a downgrade from PE to Econ on a 7hr flight should be compensated by more than USD 80?!

If they'd like to offer it, I'm sure 80USD sounds like a fine upgrade price!

This whole story is quite off-putting to be honest. Hope it gets sorted for you OP!

 

[markis10]

I doubt that this would hold up legally. When they sold the ticket, they would have been intending to offer the product.


However, a refund of the fare difference should be payable. I couldn't locate a number, but Customer Relations is the group you probably should be talking to.

Could start with sales (131747), but they may refer you to Customer Relations.

The OP is in HKG, so 131747 won't work. Customer relations have a feedback form or fax (or I suppose a visit might work)

Cathay Pacific Airways Ltd
Customer Relations Department
5/F, South Tower, Cathay Pacific City,
8 Scenic Road, Hong Kong International Airport,
Lantau Island, Hong Kong
Fax: (852) 2596-0825

One option to consider is asking CX to change your flights to BNE or SYD with a domestic connection, I note the CNS flight on the 12th has PE, options going home seem to be limited to CX138 out of Sydney on the 15th with two short connection flights. While it does mean a longer flight home, at least a significant portion would be in PE.

 

[ReLoad]

The first thing you should do is take a big deep breath and try and take your emotions out of it.

It's obvious CX has stuffed something up. Contact CX and see what the exact issue is. I would suggest that you'll get a refund and you will have to look elsewhere.

Best of luck and keep us posted with the outcome, it's always a great indicator of service when something goes wrong and how it gets resolved.

 

[oz_mark]

The OP is in HKG, so 131747 won't work. Customer relations have a feedback form or fax (or I suppose a visit might work)

Oops, seems they have found someone to contact....

 

[fairhsa]

I'm in a similar situation. Booked PE (definitely E class) for CNS-HKG as part of a longer itinerary LHR-HKG-PER and then CNS-HKG-LHR (all on one ticket/PNR) for early next year. Now I've been told CNS-HKG will be in economy, but only a USD 80 refund -I'm very angry. I'm not sure how to work out the fare difference as it's just the one leg (so far!) that they have downgraded me on. Can't believe what poor service this is. Surely a downgrade from PE to Econ on a 7hr flight should be compensated by more than USD 80?!

Well you've been offered USD80 more than me. But I agree - it's pathetic.

 

[fairhsa]

The OP is in HKG, so 131747 won't work. Customer relations have a feedback form or fax (or I suppose a visit might work)

Cathay Pacific Airways Ltd
Customer Relations Department
5/F, South Tower, Cathay Pacific City,
8 Scenic Road, Hong Kong International Airport,
Lantau Island, Hong Kong
Fax: (852) 2596-0825

One option to consider is asking CX to change your flights to BNE or SYD with a domestic connection, I note the CNS flight on the 12th has PE, options going home seem to be limited to CX138 out of Sydney on the 15th with two short connection flights. While it does mean a longer flight home, at least a significant portion would be in PE.

As noted in earlier posts, 1) I already contacted them using this form and phone (I'm Diamond, (OWE) I also have a special number) and 2) changing flights does not work because of hard committments on the 14th (to see the eclipse in Port Douglas) and on the 16th (Oxfam Trailwalker Hong Kong). But thanks for the effort to post.

 

[Limewood]

CX announced few weeks back they were to commence PE in and out of CNS end October, why the OP has been treated this way is anyones guess. As one who does CNS/HKG/CNS twice a year direct I'll be interested in the outcome.