W W. on Insider Pages
10 years ago
03/29/2011, 14:47 PM
Loyalty Doesn't Pay
I have been a loyal Cathay Pacific customer for over 10 years flying from NY's JFK to Hong Kong.
They have been great till they partnered with American Airlines flying to Hong Kong in the past few years. Not only has their prices gone up significantly more than the other airlines but the service and the perks that made me a repeat customer has totally gone away.
On my most recent flight from NY to HK, I paid extra to get an exit seat so I can have more leg room. Didn't know why there was cold air coming in by the door but it was so cold and unbearable that I asked the flight attendant to move me to any other seat, even the cheaper economy seats. All I got was an extra blanket which I used to block off the cold wind coming in. Even the passenger next to me felt cold.
Early February, one of my family member received an email from Cathay Pacific's Marco Polo Club, which is for elite members who travel frequently. I am also a Marco Polo member but didn't get that email.
The email was a promotional offer for members to receive double miles if they travel between February and April. I figured since I was a member also, that email may have been lost or deleted so I wrote to ask about it. I told them I was planning to travel in May but will definitely move my dates up if I get the double miles also.
After numerous emails and 3 phone calls, I got the same answer telling me it was a promotion sent out to random members.
I accepted the explanation and didn't think much about it till some of my other friends told me they also received the same promotion.
That got me curious so I called my other travel companions which, like me, flew back and forth 4 times within the last 10 months to see if they received that email.
Neither one of us got that promotional email.
Right away I called Cathay Pacific Airways in Hong Kong to express my dismay. I asked if the promotion was intentionally targeted to customers that hasn't flown with Cathay Pacific for a year or more because the friends that received the promotion hasn't flown on Cathay Pacific for 1 year, and all they kept saying was it's not targeted to anyone specific, it's random.
I called and wrote them letting them know how displeased I was and that they are obviously lying to me...that is just too much of a coincidence as to who got the email and who didn't.
But they just said there was nothing they can do for me.
Also would like to let everyone know that the miles we use to accumulate to use for upgrades to Business Class seats?
Well, let's say, after the American Airline partnership, "Good Luck".
Upgrades using miles not only have blackout dates and are very limited but make sure you have the right class economy ticket or you will have to pay more for that same economy ticket to get a class where you can use miles to upgrade.
Only reason I'm giving them a star instead of none is because they "were" pretty good "Once upon a time"