Cathay Pacific's service

Cathay Pacific's service

On a three-day tour to Beijing (Dec. 12-15, 2001), traveling
from Jakarta via Hong Kong on Cathay Pacific, I had a very bad
experience. Having left Jakarta in the morning I arrived at
Beijing at 9:30 p.m. and found myself without luggage on that
cold night. The "Lost and Found" counter did not regard me
seriously and communications regarding the lost baggage had to be
done by myself at my own cost, including for international calls,
facsimiles and e-mails.

The next day I received news of the lost luggage; apparently
it was still at Cengkareng airport on the night of Dec. 12, and
the luggage would be sent to me on Dec. 14. Actually if there was
goodwill on the part of Cathay Pacific, the luggage could have
been sent on Dec. 13, so I could still enjoy my short visit
instead of worrying about my property and freezing in the cold
Beijing weather.

There was no response from Cathay Pacific about the error at
all. A response was made, by telephone, only when I arrived back
in Jakarta and had written a strong letter of complaint. Then on
Dec. 20 I received confirmation of compensation by fax from the
airline's airport manager.

I replied to the letter on Dec. 21 refusing the above
compensation because not only was the amount not enough to cover
my communication expenses and temporary necessities such as shoes
but also because my holiday in Beijing was ruined because of the
lost baggage.

In my letter I suggested a meeting with airline officials to
resolve the matter before my departure for Paris on Dec. 24., but
I received no response at all until that day.

TYAS HARJANTI

Jakarta