Cathay Pacific customers’ ‘pain points’ will be addressed, CEO says

“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.

Last month, a toilet door came off on a 16-hour Cathay Airbus A350 flight to New York from Hong Kong just minutes after take-off. Photographs circulating online showed a female flight attendant in a cabin crew seat with her hand holding the detached door.

Cathay later confirmed an employee from its ground-handling service provider was involved in the incident, saying she was removed from her current position, pending the results of the investigation.

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Hong Kong’s Cathay Pacific launches probe after video shows staff member throwing luggage

Hong Kong’s Cathay Pacific launches probe after video shows staff member throwing luggage

A viral posting on Instagram included a picture of several people digging into three boxes of Portuguese egg tarts from fast food chain KFC, with a caption saying they were from a passenger who tried to bring the sweet treats on board.

According to the airline, the ground crew member, hired by an outside company, violated the company’s proper procedures for handling food left behind by passengers.

Last month, the budget carrier apologised for its “insufficiency” and promised to boost staff training after two visually impaired passengers were ordered off a flight in Hong Kong.

The airline has offered compensation to the pair, but a campaign group has demanded an inquiry into the controversy.

Additional reporting by Oscar Liu