Cathay customers’ ‘pain points’ will be addressed, CEO says after toilet door, luggage woes

Hong Kong flag carrier Cathay Pacific Airways has vowed to listen more to passengers’ views in the wake of controversial service-related incidents that cast the airline in a negative light. CEO Ronald Lam Siu-por said on Wednesday that Cathay would continue to improve its service unrelentingly. “We will continue to listen to our customers’ voices and we will address their various pain points. We are committed to making improvements,” he said. “We will continue to make an effort and constantly improve our services.” Lam insisted Cathay’s service had been steadily progressing, noting the carrier had climbed back among the world’s top five airlines in the latest Skytrax awards, which identified the top 100 based on data from an online traveller satisfaction survey. The carrier was also in May named the third best premium airline in another company’s rankings, Airline Ratings. This was up six places from last year. Lam’s pledge followed the carrier recently hitting the headlines for all the wrong reasons.<br/>