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