The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ...
A reader was furious at Cathay Pacific for being unhelpful when the son of her relatives lost his Australian passport. The relatives and their son were on a visit to Hong Kong from Australia when he lost the passport on arrival on February 5. Cathay's lost-and-found office had the lost passport the day after their arrival but never bothered to tell the family until they checked in for their return on February 13. This was despite repeated calls to the airline for help.
Cathay has apologised and promised Take Action it will improve communication between different offices.
'My relatives and I had to start on a tight schedule to report the loss to the police, the Australian consulate and the Immigration Department to obtain an emergency passport because the boy had to return to school on the 14th,' the reader wrote.
'I immediately called the airline and reported the loss. The lady who picked up the call replied that they only found a British passport and it was collected by a passenger. She asked for my contact number and assured me they would ring me if the boy's Australian passport was found.
'Next morning I called Cathay again to check. This time, a man gave the same reply and then referred me to reservations. Of course the answer was no.
