[allanplmak]

I am extremely disappointed with Cathay Pacific’s handling of my baggage claim and their overall lack of transparency, accountability, and customer service. This is not just about compensation for a damaged bag—it is about how Cathay Pacific ignores customer concerns and hides behind rigid internal policies instead of addressing complaints fairly.


Background of the Case:

• My baggage was damaged during a Cathay Pacific flight (Ref: 03351126, PIR Ref: HKGCX33333).
• I reported the damage within the required 7-day timeframe, yet my claim was initially rejected outright without proper justification.
• After multiple escalations, Cathay Pacific finally acknowledged the claim, but they applied an unfair compensation model without transparency.

Issues with Cathay Pacific’s Handling:


1️⃣ Lack of Transparency in Compensation Calculation

• CX based my compensation on a trade-in price (HKD 827) instead of determining the actual replacement value of my luggage.
• A depreciation deduction was applied without disclosure, reducing the compensation to HKD 744, despite the fact that I still need to purchase a fully functional replacement.
• CX has failed to explain how they determine compensation when the original purchase price is unavailable.

2️⃣ Repeatedly Ignoring Key Concerns & Using Template Responses

• Despite multiple emails and escalations, Cathay Pacific refuses to answer critical questions such as:
  • How does CX calculate baggage compensation?
  • Why was depreciation applied without transparency?
  • Why was my case dismissed before even being properly reviewed?
• Instead of providing clear answers, CX repeatedly sends copy-paste responses that avoid addressing my concerns.

3️⃣ Failure to Handle Escalations Properly

• I escalated this complaint to senior management, specifically to Ms. Lau (Chief Customer & Commercial Officer), but instead of receiving a proper executive review, my case was redirected back to Customer Care—which had already failed to handle it correctly in the first place.
• This clearly shows that Cathay Pacific does not take customer concerns seriously and would rather dismiss complaints than resolve them fairly.

Final Attempts for Resolution & Next Steps:

• I have already contacted American Tourister to obtain an official assessment of the replacement value of the damaged luggage. Once I receive their response, I will challenge Cathay Pacific’s inadequate compensation offer.
• I have given multiple opportunities for Cathay Pacific to properly review this case, yet they continue to ignore transparency and customer fairness.

This is a shameful customer service failure for an airline that claims to be world-class. If Cathay Pacific continues to dismiss legitimate customer complaints with standard template responses and rigid internal policies, passengers need to be warned about their poor handling of baggage claims and lack of accountability.


I am posting this complaint publicly because Cathay Pacific has repeatedly failed to resolve the issue fairly.