Refund for upgrade

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Feb 18, 2019
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#1
Flying from Chicago to Hong Kong, paid $650.00 for premium economy upgrade. My seat was broken at foot rest which the foot rest was locked in an elevated position and also head rest was broke and not able to recline. Flight attendant aware at take off that the foot rest and head rest were broken. To add to the discomfort for 16 hrs. which I did not sleep, the person in front of me was reclined, pinning me into an extremely uncomfortable position. When we were landing in Hong Kong 4 cab members were needed to take the seat apart and fix the broken seat.
I was told by one of the attendants that this issue would be documented and that I should get in touch with the airlines for a refund. Which I have done.
Cathay Pacific wants to give me a $150.00 monetary voucher for my complaint. I may never go to Hong Kong again and feel a full refund is in order.
 
Jan 6, 2015
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#3
Things to consider when you write . . .
  • Cathay did transport you to /from Hong Kong, which fulfills their Contract of Carriage. Thus a full refund of all charges is unlikely.
  • You were inconvenienced on one leg only, to which they will assign a value that may be less than 1/2 the total airfare
  • You did not receive the upgrade you requested (seat malfunction) so a refund of the $650 is certainly reasonable
A request for $650 plus some remuneration for your discomfort on the outbound leg may have a better chance of being granted, I think . . .
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#4
Things to consider when you write . . .
  • Cathay did transport you to /from Hong Kong, which fulfills their Contract of Carriage. Thus a full refund of all charges is unlikely.
  • You were inconvenienced on one leg only, to which they will assign a value that may be less than 1/2 the total airfare
  • You did not receive the upgrade you requested (seat malfunction) so a refund of the $650 is certainly reasonable
A request for $650 plus some remuneration for your discomfort on the outbound leg may have a better chance of being granted, I think . . .

Were there any other amenities you received as part of the upgrade? Free drinks, extra snacks? If you received those, a full refund isn’t due.

Was the $650 you pays for a round trip upgrade or a one way upgrade?

All this has to be taken into account before you revise how much you are requesting.
 
Mar 29, 2016
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#6
A person reclining the seat in front of you, while it may be uncomfortable, isn't any sort of service failure. It's just being on a plane. That complaint will not help your case.
 

Barry Graham

Administrator
Staff Member
Director
Jan 7, 2015
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#7
If a business class seat didn't recline to a flat bed, that would be worth hundreds of dollars. Premium Economy is not business class and there are other benefits in addition to the recline.
 
Feb 24, 2018
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#8
A person reclining the seat in front of you, while it may be uncomfortable, isn't any sort of service failure. It's just being on a plane. That complaint will not help your case.
The complaint here is that the OP could not lower his footrest, so with the person in front of him reclined, he was pinned so that he probably could (literally) hardly move his legs at all. OP was also unable to recline himself to create additional space.
 
Sep 19, 2015
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#9
The complaint here is that the OP could not lower his footrest, so with the person in front of him reclined, he was pinned so that he probably could (literally) hardly move his legs at all. OP was also unable to recline himself to create additional space.
So did the seat not recline at all? Isn’t the footrest supposed to be in place for takeoff? How did that work? And what was the problem with the headrest? Was it that the ‘wings’ did not move?
Was it fully booked so no other seat to move to?

Just a warning cathey is not known for makinglarge customer service gesture and it is worse now with the financial problems