以下是我寫給國泰航空的申訴信
真是糟糕透頂的一次航行經驗
要訂航班的朋友請留意
你好,我是xxx(乘客)的兒子,我父親是一位需要坐輪椅的70歲老人,他在11月2號乘坐貴公司的航空到Perth探望孫子,並在11月10號搭貴公司的航空回台灣,這趟回程卻是糟糕至極的一趟體驗
1.飛機誤點了5個小時,我知道你們有傳簡訊通知,但因為簡訊是寄到旅行社的號碼我們沒有收到,這點我並不責怪,我們事先有online checking,在機場報到時卻沒有online checking的窗口,我也看到櫃檯上有顯示航班delay
2.但櫃台人員極度散漫,在等候時完全沒有人來跟排隊的人說明情況,有沒有人說會delay多久,也沒有人告訴我們飛機的狀況,等了約一個小時後因為受不了於是我前去櫃檯詢問為何沒有online checking窗口,他告訴我航班約會delay到凌晨4點半所以取消窗口,並說我們可以先回家凌晨2點再回來報到,於是我們花了一小時30元澳幣停車費來等沒有意義的checking,如果我不問根本不會有人來告知我們情況,凌晨2點我們準時回來報到,這時櫃檯人員說明可能會delay更晚,約5點多才出發,於是我們掛了行李和輪椅,用機場輪椅上到候機室
3.在等待飛機的過程中完全沒有給任何食物和水,機場也不收我父親的美金,在等待的過程中我父母又累又渴又餓,而貴公司狗屎般糟糕透頂的服務顯然也幫不上忙,兩位七十歲的老人就在櫃公司人為疏失加上毫不專業的服務中度過了飢寒交凍的一晚
4,經過16小時的折騰後隔天下午4點飛機抵達台北,最差勁的事發生了,領行李時發現輪椅被寄丟!
人到了台北,輪椅卻還在伯斯,我父親詢問幫助,行李人員嘻皮笑臉的說航班delay了,要我父親在機場等再等幾個小時輪椅才會送達,這就是貴公司的專業,把一位不良於行的老人的輪椅寄丟,他已經累了16個小時,還要他在機場等輪椅,連廉價航空都不如的爛公司,不會做就不要開門營業害人,我個人在兩年前也被貴公司寄丟過行李,等了5天才拿回來,這次寄丟了是我父親代步的輪椅,這麼即時需要的代步工具也能搞丟,毫無同理心也毫無專業可言,更難以置信的是要求我父親在機場等輪椅,大公司的傲慢與無知顯露無遺,我父親不願等待,跟櫃台人員抱怨後攙扶著我母親先行回家了,這就是整個航行經驗,憤怒又痛苦的經驗,但我們也了解到貴公司是一家差勁無比,名不符實的極爛航空公司,我們絕不會在使用貴公司了,但我必要將這次經驗分享給網友,要慎選航空公司
謝謝
PS.當晚8點多國泰派了計程車把輪椅送到我家
個人積分：886分
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個人積分：2分
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1) Cathay Pacific notified passengers via text messages. It is the passenger's responsibility to ensure your contact information is current. If you made the reservation via a Travel Agent, then it is your travel agent's job to notify you. That's why you have an agent.
2) Which line are you referring to? At the check in lines ? You mentioned you checked in already online, so waht exactly were youw aiting in line for?
If it's for bag drop, then you could have just dropped off the check bag and headed home and come back in next morning. Further more, knwoing that the flight is delayed, why wouldn't you check the flight status online prior to departing for the airport again? (By the way Cathay Pacific probably sent another text update for the rolling delay, but as you stated, your contact information is not current)
3) They are traveling to Australia, why did you get them US Dollars (instead of Australian Dollars?). I am also pretty sure that Perth airport has water fountains. And again knowing that your parents are senior citizens and that the flight is delayed, why didn't they bring food?
4) While it is unfortunate that baggage delay happens, I noted that Cathay Pacific delivered the delayed wheelchair to their residence within 4 hours of their arrival. Furthermore, had they need any personal hygienic or weather-related clothing, they can make purchases right in the airport and request reimbursement.
Bottom line is that, while it is unfortunate that your parents did not have a pleasant trip, it really falls on you, rather than Cathay Pacific.
個人積分：1199分
文章編號：71623643
Lahtinen wrote:
我的經驗是國泰只願意服務講英文的人，說國語的，就只能得到low priority的服務態度。
結論 --> 練好英文!...(恕刪)
你才說完
秀英文的就來了
Raymond Lui wrote:
Honestly,...(恕刪)
如果是On line check in，電話為什麼選擇留旅行社的?
如果出發地非居住地，應該留電郵會比較好吧?
樓上說得有些我不贊同
飛機延期這麼久，應該是有補償的
要是有旅客已經退房了
國泰叫人家去睡馬路嗎?
我的經驗是有些航空公司的地勤是會騙人的
你不問，我就不說
你失去的權益與我無關
那地勤真不應該叫老人家在等幾小時
真是欺負人不懂，本來就要由專人把遺失的行李送到家
不是所有人都知道旅客權益，好嗎?
各項權益與補償本來就是航空公司要跟旅客說明的
因為這些補償都是有法律規定的
不說就是違法
就算已經On line check in
寄件的地方還是要查一次護照阿
國際線沒確認簽證可以上飛機嗎?
On line check in只是確保機位好不好
我想版主父母是從澳洲出發，
如果版主父母是外國來的，美金是旅遊時換匯時最方便，匯率也穩定的貨幣
出了機場，難道澳洲一般銀行可以換台幣嗎?
所以樓上的就不要以為自己烙英文就了不起
一開口就說人家說謊
可是自己對旅行最基本的知識也沒多少
我是很久沒搭國泰了
看到這篇更不想搭
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TATAMAMA wrote:
所以樓上的就不要以為自己烙英文就了不起
I find it unfortunate that you would interpret someone replying in English as inherently showing off rather than as someone simply chiming in their thoughts in a language that they felt the most comfortable with, one that also happens to be the common language of international travel.
TATAMAMA wrote:
一開口就說人家說謊
Please point out at which point did I accuse the OP of making a false statement? My earlier reply focused primarily on how the OP should have better prepared his/her parents for international travel.
Lost or delayed baggage are certainly legitimate grievances. On the other hand, it is absurd to blame Cathay Pacific for an airport in Australia not accepting US Dollars.
TATAMAMA wrote:
這些補償都是有法律規定的不說就是違法
Show me the law. If Cathay Pacific is a European Community carrier or if the flight departs from the EU, then indeed it has duty of care under European Union EU261/2004 rules. But this flight departed from Australia and Cathay Pacific is not a European Community carrier.
I am curious about the applicable Australian regulations that you so confidently affirm.
