Complaint / review text:
I was taking KA396 operated by Dragon Air/Cathay Pacific from Hong Kong to Tokyo Haneda. After being on the flight for two hours, the flight still didn't take off. Then we were told the flight cannot take off due to some technical problems. All passengers had to get off the flight. Because of the delay, I was not able to catch a domestic flight from Narita. I understand it takes time to switch from Haneda to Narita, so I arranged seven hours to switch the airport just in case the flight. However, I did not expect the flight got delay for over 5 hours. I asked the staff Dragon Air/Cathay Pacific to help me out.
At the beginning, a female staff was quite helpful until the male staff (at the middle of the photo) said they won't take any responsibility on the issue since my connection flight was not operated by Dragon Air/Cathay Pacific. I was told I can book another flight and then "try to claim the expenses back" from their customer relation center on their website. I went through every corner of their website but could not find such an option. All major airlines would give customer compensation due to delay caused by technical issues of flight. However, Dragon Air/Cathay Pacific didn't mention a single word of compensation during the whole waiting and flying period. The only "compensation" was just a $10 food court voucher at the airport.