Reimbursement for Damaged Luggage

Kindly see correspondence between me and some manager at Cathay Pacific who promise to reimburse me for my completely damaged suitcase and since Dec.24 when I land in Sydney nothing has been done until now ...
Re: CRD Online Feedback Form - Mr Kristian Ivanov / CX0161 / 23-12-2013 / /  / 10-01-2014 15:40 (KMM13188256I15977L0KM)
Our Ref: 5724755

Dear Mr Ivanov

I am sorry to keep you waiting.

I am following up this with my baggage team and will revert back to you
as soon as possible.

Meanwhile we thank you for your patience.


Yours sincerely

Prajwal  Hejmady
Customer Relations Executive
Customer Relations Department
Cathay Pacific Airways

if you wish to contact us again, please do so by return email or through
the following channels by quoting the above mentioned case reference:

Fax: (852) 2596-0825
Telephone: (852) 2747-5287


This message contains confidential information and is intended only for
the individual named. If you are not the named recipient, you must not
read, copy or otherwise use the contents of this message. Any
unauthorised use may lead to legal proceedings against you.

Email transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, incomplete
or contain viruses. The sender therefore does not accept liability for
any errors or omissions in the contents of this message which arise as a
result of email transmission.

Sender Information
-----------------------------
From: Kristian Ivanov
Date: February 13, 2014 18:33:55
To: CRD CX Account [crd#cx@cathaypacific.com]
Subject: Re: CRD Online Feedback Form - Mr Kristian Ivanov / CX0161 /
23-12-2013 /  /  / 10-01-2014 15:40  (KMM13039336I15977L0KM)

Previous Reply Follows:
-----------------------
Our Ref: 5724755

Dear Mr Ivanov

Thank you for writing to us.

We note your previous correspondence with our team in Sydney. I have
discussed this case with my baggage team in Sydney, who will be
contacting you shortly regarding the damage claims.

We thank you for your patience.


Yours sincerely

Prajwal Hejmady
Customer Relations Executive
Customer Relations Department
Cathay Pacific Airways

If you wish to contact us again, please do so by return email or through
the following channels by quoting the above mentioned case reference:

Fax: (852) 2596-0825
Telephone: (852) 2747-5287


This message contains confidential information and is intended only for
the individual named. If you are not the named recipient, you must not
read, copy or otherwise use the contents of this message. Any
unauthorised use may lead to legal proceedings against you.

Email transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, incomplete
or contain viruses. The sender therefore does not accept liability for
any errors or omissions in the contents of this message which arise as a
result of email transmission.

Sender Information
-----------------------------
From: Kristian Ivanov
Date: January 23, 2014 05:31:18
To: CRD CX Account [crd#cx@cathaypacific.com]
Subject: Re: CRD Online Feedback Form - Mr Kristian Ivanov / CX0161 /
23-12-2013 /  /  / 10-01-2014 15:40  (KMM13039336I15977L0KM)

Original Message Follows:
------------------------
Dear Prajwal Hejmady,

Thank you for your email. Here is My mail address in order for you to
process the voucher of USD100 in services.

Sofia 1408, Bulgaria
St. Kraiste bl.37 vh. A ap.13
Kristian Ivanov

I still need to know who will be paying for my damaged suitcase!!! I've
been contacted by Sydney baggage team a week ago who have refer me to
you, with an explanation that if I have left already Australia, then I
need to address the issue to you. It looks like that Cathay Pacific and
Sydney baggage team are just taking an advantage of the fact that I've
left Australia and are referring me forward and backward without really
taking a responsibility for damaging my suitcase!!!

Kindly find a solution ASAP!!!

Thank you for your cooperation on that matter.

Regards,
Kristian Ivanov

Kris Ivanov's iPhone

On 22 Jan 2014, at 12:49, CRD CX Account <crd#cx@cathaypacific.com>
wrote:

Our Ref: 5724755

Dear Mr Ivanov

Thank you for completing an online feedback form.

We are concerned to learn of your disappointment with the level of
service provided by our check in staff, and I hope you will accept our
sincere apologies for any inconvenience caused. At Cathay Pacific we
expect our staff to be courteous and professional at all times and I
regret that on this occasion we were unable to meet your expectations.

Thank you for bringing this matter to our attention and please be
assured that your comments will be forwarded to the relevant
department
for the appropriate follow up with the staff member concerned.

With regards to your damaged baggage, I have forwarded your comments
to
our baggage team in Sydney who will be more then grateful to assist
you.
I have asked them to contact you at the earliest and do the needful.
In
the meantime we thank you for your patience.

As a gesture of our apologies for the disappointment caused at the
airport, we would like to offer you a USD100 services voucher. Please
confirm your mailing address via return email within 3 weeks for us to
process the offer.

Mr Ivanov we do hope that your future experiences will be more
pleasant
and look forward to being of service to you at some time in the near
future.


Yours sincerely

Prajwal Hejmady
Customer Relations Executive
Customer Relations Department
Cathay Pacific Airways

If you wish to contact us again, please do so by return email or
through
the following channels by quoting the above mentioned case reference:

Fax: (852) 2596-0825
Telephone: (852) 2747-5287


This message contains confidential information and is intended only
for
the individual named. If you are not the named recipient, you must not
read, copy or otherwise use the contents of this message. Any
unauthorised use may lead to legal proceedings against you.

Email transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed,
incomplete
or contain viruses. The sender therefore does not accept liability for
any errors or omissions in the contents of this message which arise as
a
result of email transmission.

Sender Information
-----------------------------
From: Kristian Ivanov
Date: January 18, 2014 18:01:55
To: CRD CX Account [crd#cx@cathaypacific.com]
Subject: Re: CRD Online Feedback Form - Mr Kristian Ivanov / CX0161 /
23-12-2013 /  /  / 10-01-2014 15:40  (KMM13016128I15977L0KM)

Original Message Follows:
------------------------
Dear Prajwal Hejmady,

Thank you for your email. My confirmation is as follow ZO6Z53, and
ticket number 125 2402782629-30. As I mentioned in my previous emails,
I
was travelling with family members which you may see in the
reservation.
When we land in Hong Kong staff at the Cathay pacific counter was very
route to me and regardless the fact of seeing me with my brother in a
wheelchair she made us wait 20 minutes until I can speak with her
regarding our onward flight CX 0161 from Hong Kong to Sydney. Our
reserved and confirmed seats were taken and instead we were placed to
sit at the back of the plane on 71 row, where in our situation was
completely unacceptable especially seeing the reduce disability of my
brother. The staff in the plane didn't even ask the passengers who
took
our seats to move. Simply ridiculous!!!
Top that when we arrived in Sidney I came to see that there was a big
hole in my brand new suitcase. After I claim the damage with ref
numberDPR SYD CX 10982 nobody show up in my hotel to pick up the
suitcase. Until now I'm contacting Cathay pacific offices to find
solution about my damaged suitcase which is not cheap!!!

Kindly find a solution and resolve my case.

Thank you.
Kristian IVANOV


Kris Ivanov's iPhone

On 17 Jan 2014, at 17:27, CRD CX Account <crd#cx@cathaypacific.com>
wrote:

Our Ref: 5724755

Dear Mr Ivanov

Thank you for completing an online feedback form.

We are concerned to learn about your experience regarding staff
handling
and baggage.

In order to investigate this matter with the concerned Department,
may
I
request you to please confirm the flight details, Cathay Pacific
Airways
ticket number and the booking reference number. You can email me the
requested information via return email.

I hope we can resolve things swiftly for you, as soon as we have
received the requested information.

We look forward to hearing from you soon.


Yours sincerely

Prajwal Hejmady
Customer Relations Executive
Customer Relations Department
Cathay Pacific Airways

If you wish to contact us again, please do so by return email or
through
the following channels by quoting the above mentioned case reference:

Fax: (852) 2596-0825
Telephone: (852) 2747-5287


This message contains confidential information and is intended only
for
the individual named. If you are not the named recipient, you must
not
read, copy or otherwise use the contents of this message. Any
unauthorised use may lead to legal proceedings against you.

Email transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed,
incomplete
or contain viruses. The sender therefore does not accept liability
for
any errors or omissions in the contents of this message which arise
as
a
result of email transmission.

Sender Information
-----------------------------
From:
Date: January 10, 2014 15:43:43
To: CRD CX Account [crd#cx@cathaypacific.com]
Subject: CRD Online Feedback Form - Mr Kristian Ivanov / CX0161 /
23-12-2013 /  /  / 10-01-2014 15:40




People. They make an airline. www.cathaypacific.com



People. They make an airline. www.cathaypacific.com