I have been waiting over 2 months for a refund of a holiday and I get the same automated email over and over again. I have tried to reach management. They have effectively stolen money from me after putting in writing that I am due the refund as the holiday was cancelled.
No customer care, terrible company.
Our flight - Hong Kong Express Airways UO1755, was scheduled to leave at 6:50am on July 31st. We arrived at the airport the night before to make sure we were on time for our flight. We went to the Hong Kong Express counters to check-in our luggage, but were told to come back after 5am the next morning. We got in line after 5am, and after waiting in line to check in, going through immigration and airport security, and arriving at the gate on time, we were told we were too late We never heard our names called or a final boarding announcement on the way there. We asked the man at the gate, Horris, to see his supervisor. After about an hour, his manager, Jimmy, showed up and adamantly told us that the airline had a strict policy of closing their gate exactly 20 minutes before departure. However, at gate 525 next door, Hong Kong Express UO 273 was accepting passengers for up to almost 5 minutes before departure. We told Jimmy that we were there on time and asked him to review the security cameras. He immediately dismissed our request and said that we just needed to buy new tickets at full price. All the other HK Express staff members said that they couldn't help us unless we wanted to buy a ticket. If we had a problem, we should call the police. So we told them to call the police. To all of them, I proposed a simple solution: The airline said they had a very strict policy of closing their gate exactly 20 minutes before departure – to everyone. So if the cameras said that we were late and the people on the neighboring Hong Kong Express flight were on time before they closed the gates, we would pay the full price. But if we were in fact, on time, and the people on the other Hong Kong Express flight were late but were still allowed to board, the airline should take responsibility and put us on another flight, free of charge. Nobody from the airlines or the police wanted to see the security footage.
On another note, while we were running around, it was interesting to observe the demographics of the people complaining and having other problems with this airline and at the airport. No Hong Kong citizens seemed to be having any problems. There were a few white foreigners that were arguing at the counters. There were more brown foreigners and mainland Chinese that were having issues with airport and airline personnel (they were speaking in Mandarin or other languages). However, there were many black foreigners that seemed to be having problems at nearly every place we went. I don’t know what country most of them were from. I don’t know what their issues were. I’m not even black. But just from looking around, there seemed to be clear discrimination against certain groups of people and preferential treatment given to others.