This is the diary of Laura Palmer. (mordant) wrote in bad_service,
This is the diary of Laura Palmer.

Terrible airline service

It's easier just to copy-paste the (redacted) letter I am planning to send to Cathay Pacific Airways.

TL;DR: airline reps gave me incorrect information about carry-on luggage, I lose $63 worth of duty free items.

Dear Sir/Madam,

I would like to register a letter of complaint about advice I recieved from your airline that led to me abandoning US$63.00 of duty free products at Hong Kong International Airport prior to my return flight to Perth, Australia.

When I was booking into my connecting flight LAX to HKG, I asked a Cathay representative while checking my baggage whether there would be any problem taking my two bottles of duty free liquor (1 litre Makers Mark, 1 litre Jim Beam Black) on board for my flight through to Australia. Your representative said that it was possible to check in my duty free as checked luggage, but there would be no problem taking it on board. At this stage she had reviewed my flight and was aware I was flying through to Australia via Hong Kong.

At the Cathay Pacific check in aisle at Hong Kong International Airport, I once again asked a Cathay Representative whether there would be a problem taking my duty free liquor though to Australia as cabin luggage. Once again, I was assured that this would not be a problem. At this stage, it was made clear to me that I could check in my duty free as checked luggage, but was once again told this was not a problem.

As I was preparing to board my flight, on the aerobridge, an airport security employee informed me that I could not bring more than 100mL of liquids into Australia as cabin luggage, in spite of two of your representatives assuring me that sealed duty free items would be acceptable to carry as cabin luggage. As a result, I was forced to leave my duty free on board in order to board the plane. By this late stage, I was unable to check my duty free in, or mail it to myself.

As a result of the incorrect information your airline gave on multiple occasions, even when I had a chance to take corrective action and check my duty free in, I am at a loss of US$63.00 though no fault of my own.

I would appreciate you reviewing this situation immediatly and reimbursing me for the amount I paid for the duty free items I was not permitted to board with. As clearly demonstrated here, representatives of your airline are wholly to blame for this situation.

I await your timely response.
Tags: *airline/airport services
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