| Complaint filed by | |
| Complaint filed on | January 5th, 2025 |
| Complaint filed against | Cathay pacific |
- Text of Complaint by Roycy Fernandes
Hello Team,
I am writing to formally complain about my distressing experience on 27th November 2024 at Mumbai International Airport. I was scheduled to travel to Hong Kong on flight CATHAY PACIFIC CX 696 but could not board due to an error in my daughter’s place of birth on the pre-arrival visa.
I am writing to formally express my dissatisfaction with the lack of assistance provided at the airport on 27th November 2024 at Mumbai International Airport, which resulted in me missing my flight and incurring significant financial losses.I was scheduled to travel to Hong Kong on flight CATHAY PACIFIC CX 696 but could not board due to an error in my daughter’s place of birth on the pre-arrival visa. Despite my efforts to seek help from your staff, no effective solutions were offered, leaving me stranded and causing a cascade of avoidable disruptions.
Issue Details and Incident Summary
Despite my efforts to seek assistance at the airport, no help was provided to rectify the issue or suggest a solution, leaving me stranded and ultimately causing me to miss my flight. This resulted in significant financial losses amounting to approximately NZD 10,000, including the cost of tickets, accommodation bookings, and related expenses.
We were forced to book the next available flight back to Auckland via Singapore Airlines, which cost us an additional NZD 8,000. Furthermore, our Disneyland stay and associated bookings were lost due to this disruption, along with an added rebooking cost that we believe was both unfair and entirely avoidable.
The absence of timely and effective assistance at the airport directly contributed to this situation, leaving us with no alternative but to incur these losses.
Concerns
Error on Visa: The discrepancy in my daughter’s place of birth was unintentional. I expected timely support to address and resolve this issue promptly.
Lack of Assistance: Despite seeking help from [airline staff/airport officials/visa desk], I was met with indifference and a lack of guidance on alternative solutions or measures to mitigate the situation.
The lack of support not only caused financial harm but also led to considerable stress and disappointment for our family.
Request for Resolution
Given the significant financial and emotional distress caused, I kindly request the following:
1. A formal apology for the lack of support.
2. Compensation for the financial losses incurred due to this incident.
3. A detailed explanation of why no support was provided in this situation and measures to prevent such occurrences in the future.
Supporting Documents
I have attached the following documents for your reference:
• Copy of my daughter’s visa with the error.
• Flight booking details and receipts.
• Any correspondence or evidence from the airport incident.
I believe this situation could have been avoided with timely and adequate support. I urge you to address this matter urgently and fairly. Please respond within 7 days to avoid further escalation.
Thank you for your attention to this matter. I look forward to your prompt response.
Yours sincerely,
Best Regards,
Roycy
+64 20 414 91526
