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We were due to fly tonight to Auckland, via Hong Kong, on a booking made with Air New Zealand; Cathay Pacific was the carrier from LHR to HKG on a Cathay flight number (CX250), Air New Zealand from HKG to AUK, on an Air NZ flight number. Cathay cancelled the HGK leg yesterday and we’re now flying BA to Singapore and Singapore Airlines to AUK.
We will arrive in Singapore four hours, 10 minutes later than we were due to arrive in HKG. We will arrive at AUK about five hours later than originally due.
I think we are entitled to compensation, but am getting nowhere with Cathay’s online agent. Can anyone advise: 1) Is it Cathay, rather than Air NZ, that I should contact? All communication has been from Cathay. 2) If so, is there an online form buried anywhere on Cathay’s website?
Yes it’s Cathay that’s responsible, as they cancelled your flight. Air New Zealand are a non UK/EU carrier flying you between 2 points outside of UK/EU, so they will not be interested.
You need to claim after travel, unless you’re claiming a refund and cancelling your trip. Afraid I have no idea how easy Cathay are to claim from.
Whether you’re due compensation will depend largely on why the flight was cancelled – do you know the reason?
If you’re flying to AUK you’ve taken a wrong turn – it’s in Alaska. AKL is Auckland.
https://www.cathaypacific.com/cx/en_GB/contact-us/complaints-and-suggestions.html I think would be best. You won’t get anywhere with live chat.
It’s the final arrival time in Auckland that matters for the claim
You can claim now as it’s cancellation compensation you are owed, not delay compensation so it’s based on the scheduled arrival time of your rerouted flights, not the actual arrival time in AKL. New rights attach to your new flights in the event they were delayed.
If both flights are on one ticket, then the whole itinerary counts for the purposes of UK261 and since the flight originated in the UK it is claimable.
You can pursue it either with Cathay or Air NZ, but really you should name both if you have to escalate to MCOL as there were two operating carriers on your itinerary. So I’d make a request to both mentioning that you’ve sent to the other airline and they can sort it between themselves.
And yes, it’s a cancellation compensation not delay compensation, so you’d also need to find out what the reason for cancellation is first.
Thanks, all. We are definitely going to Auckland, not Alaska – shouldn’t have pretended to know all the airport acronyms! I will certainly pursue this – we are scheduled to arrive in AKl six hours later.
Should have said that no reason has been given for the cancellation, at least not in any communication I’ve seen.
You need to find out first, perhaps easiest by submitting a claim. I’d keep it short invoking UK261 and keep to the facts.
Cathay Pacific had to cancel a lot of flights last few days due to cockpit crew shortage so I suspect this is the cause of your cancellation
Are there pilots working from somewhere else than the cockpit?
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