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Refund for upgrade

Nov 14, 2019
1
0
1
59
I just had a similar problem where my business class seat did not work on a flight. I tweeted Cathay Pacific during the flight to document it, I had 5 flight attendants working one it (took pictures of their name badges), and it did not work. I paid $5K for the seat and was so furious. The lead flight attendant suggested that the seat did not work because I was overweight which made me very angry. I ended up telling them to leave me alone for the rest of the flight as I did not want to go to jail for being insubordinate to a flight attendant. Fast forward, sent a note to Cathay Pacific and they offered me $300 in compensation which is crazy, I corresponded with Simon Large (their Director Customer) and they have now gone up to $600 in compensation. I feel ripped off -- plus they keep on telling me that the seat worked and that this is my fault because I did not know how to operate a seat. I have never experienced such poor customer service and have been insulted more times than i can count. They refuse to admit that the seat did not work and take responsibility. Any advice? I think the compensation is paltry.
 

VoR61

Jan 6, 2015
3,440
4,182
113
the United States
This is my summary of your experience
  • My Business Class seat did not work properly
  • A total of five (5) flight attendants worked on the problem
  • The lead flight attendant suggested the cause was because I was overweight
  • I have been offered $300 in compensation, which after speaking with Simon Large has been increased to $600
  • Upon appeal (thus far), I have been advised that this is my fault because I did not know how to operate the seat
I am reading that Business Class is about $3,000 more than Premium Economy. Assuming that is the case, I would agree that you should receive more. $1500-2000 seems reasonable to me. You were transported so a refund of 100% would be likely be denied.

I recommend that you appeal above Simon Large at this point. When you do, I strongly urge you to avoid words like:

made me very angry​
telling them to leave me alone​
which is crazy​
I feel ripped off​
poor customer service​
have been insulted more times than i can count​
They refuse to admit that the seat did not work and take responsibility​
the compensation is paltry​

Even if true, these are detractors from the simple issue with the seat, and could hurt your case if you include them in your emails.

* IMPORTANT: when you reach out to the corporate level *
Do not use inflammatory language - be polite and professional
Do not attach files - their email system may discard your email before anyone reads it
Do not start with the CEO - begin with the next person above Simon Large shown here: https://www.elliott.org/company-contacts/cathay-pacific
Present a brief summary (list) and give each contact one (1) week to respond before escalating to the next level
 
Last edited:

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
21,109
20,969
113
New York
www.promalvacations.com
This is my summary of your experience
  • My Business Class seat did not work properly
  • A total of five (5) flight attendants worked on the problem
  • The lead flight attendant suggested the cause was because I was overweight
  • I have been offered $300 in compensation, which after speaking with Simon Large has been increased to $600
  • Upon appeal (thus far), I have been advised that this is my fault because I did not know how to operate the seat
I am reading that Business Class is about $3,000 more than Premium Economy. Assuming that is the case, I would agree that you should receive more. $1500-2000 seems reasonable to me. You were transported so a refund of 100% would be likely be denied.

I recommend that you appeal above Simon Large at this point. When you do, I strongly urge you to avoid words like:

made me very angry​
telling them to leave me alone​
which is crazy​
I feel ripped off​
poor customer service​
have been insulted more times than i can count​
They refuse to admit that the seat did not work and take responsibility​
the compensation is paltry​

Even if true, these are detractors from the simple issue with the seat, and could hurt your case if you include them in your emails.

* IMPORTANT: when you reach out to the corporate level *
Do not use inflammatory language - be polite and professional
Do not attach files - their email system may discard your email before anyone reads it
Do not start with the CEO - begin with the next person above Simon Large shown here: https://www.elliott.org/company-contacts/cathay-pacific
Present a brief summary (list) and give each contact one (1) week to respond before escalating to the next level
If I could love this post, I would. Outstanding response.