#1  
Old Mar 2, 2011, 6:21 PM
jonwu jonwu is offline
 
Join Date: Mar 2011
Posts: 2
Default Gate Agent Abuse of Authority

I had a bad experience with Cathay Pacific in New York, flying from JFK to Hong Kong where my wife and I were returning from vacation. This was an unpleasant surprise because I normally fly CX for business trips around Asia and they are usually efficient and courteous. On the evening flight, about 20 minutes prior to boarding, I was paged by the gate agent. We went to their desk and we were told there was a problem with our ticket which they couldn't locate. I told them I had given everything to the airline attendant who checked us in before clearing security and that she had given us our boarding passes which we produced. (This is, by the way, after we had purchased two business class tickets which were not cheap). We were then told by one of the gate attendants that "There is no way you are getting on the plane without those tickets." One of the other gate attendants then insisted that we had to purchase two ADDITIONAL business class tickets in order to board the plane. We argued in vain but they wouldn't budge. Once boarding commenced, I am ashamed to say I caved, had to exit back through security, go to the ticket desk which was fortunately still open, and bought the two new business class tickets, after which we had no problems getting on the plane. The still unnerves me because it seems so unjust. I didn't know what else to do. I've just tried to put it out of my mind and move on with my life. I'm hoping this is an isolated incident and that it hasn't happened to anyone else.
  #2  
Old Mar 3, 2011, 3:34 AM
Butch Cassidy Slept Here Butch Cassidy Slept Here is offline
 
Join Date: Mar 2008
Location: Nearest Airports: COD, BIL, WRL
Posts: 577
Default Request, in writing, refund of unused tickets

First, it sounds like the original tickets were Business Class. So, hopefully, they are fully refundable. Next, you should contact the ISSUING AIRLINE for your tickets. If American issued the tickets you should contact American about a refund, and not Cathay.

The ticket numbers for your original tickets, and their replacements, should appear on your credit card statement. Make sure you quote the ticket numbers of the ORIGINAL tickets, and not the replacements.

If you live in the USA you should mail your refund request, by certified mail with return receipt requested, to the address for refunds which American, or Cathay, provides. Keep copies of your letter and save the return receipt.

If, after 30 days, you've heard nothing you can try disputing the cost of the original tickets with the issuer of the credit card you used. If that fails then you may need to take American, or Cathay, to small claims court.

Good luck!
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  #3  
Old Mar 9, 2011, 6:50 AM
jonwu jonwu is offline
 
Join Date: Mar 2011
Posts: 2
Default

My apologies. This was mis-posted under American Airlines. It was kind of late here in Hong Kong when I wrote this. This should have been posted under Cathay Pacific under International Airlines.

@Butch Cassidy, thank you for the advice which is much appreciated.
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