Chinee Lee
Google
Dear Cathay Pacific Team,
I am writing to formally express my deep disappointment regarding the unprofessional conduct of Sherry, the head of the cabin crew on Flight CX692 (14A seat) last January 26, 2025. As someone who has flown business class with multiple airlines for over a decade, I have never encountered a cabin crew member as rude, incompetent, and unprofessional as her. The experience left me feeling anxious, unsafe, and deeply traumatized.
The incident began shortly before takeoff when Thomas, another member of the cabin crew, kindly offered to help place my personal shoulder bag in the overhead compartment, which I greatly appreciated. While I typically handle my belongings myself, I was physically exhausted, having worked nonstop before the Chinese New Year, and I had not slept for over a day. I slept throughout the flight, only waking shortly before the pilot announced our landing in 30 minutes.
When I attempted to retrieve my shoulder bag from the overhead compartment, I felt unsteady due to fatigue and nearly fell, which was witnessed by passengers seated at 14D and 15A. I returned to my seat, placed my bag under the seat in front of me, and took precautionary medication to ensure I would not experience any medical issues during the remainder of the flight.
As the crew prepared for landing, Sherry noticed my bag under the seat and brusquely instructed me to place it in the overhead compartment. I attempted to explain my situation and make a polite request for assistance. However, before I could finish, she curtly interrupted and told me I had to handle it myself. At no point did she offer help or instruct her team to assist me, which would have been a more professional and empathetic approach.
What upset me further was overhearing Sherry and her colleagues mocking me during landing, which felt deeply humiliating and akin to bullying. After the flight, I confirmed with the passengers at 14D and 15A that they had witnessed my earlier struggle, which supports the validity of my account.
Before disembarking, I confronted Sherry to express how unprofessional her behavior was. Instead of apologizing or empathizing, she spoke to me condescendingly, lectured me as though I were a child, and mocked me by saying she could not possibly “place a note on every row asking how passengers are feeling.” She even suggested that I “choose another airline” if I felt mistreated. Her tone and demeanor were dismissive and insulting, completely unbecoming of someone in her position.
As I exited the plane, she continued shouting and mocking me, making an already distressing experience even worse.
I have always trusted Cathay Pacific to deliver exceptional service, but this incident has shaken that trust. I no longer feel safe flying with your airline and am considering escalating this matter formally. Please note that I have been diagnosed with clinical anxiety for over five years, and this incident has severely impacted my well-being. If necessary, I am willing to provide medical documentation from my psychiatrist to support my condition.
I sincerely hope you take this matter seriously. I urge Cathay Pacific to address Sherry’s behavior and implement corrective measures to ensure no other passenger has to endure such treatment. If I do not receive an appropriate response or action, I will have no choice but to escalate this complaint further.
I look forward to your immediate response.
