Dozens of angry passengers were left without accommodation after Cathay Pacific Airways cancelled a flight from New York to Hong Kong at the last minute because of a 鈥渢echnical issue鈥, the Post has learned, and the airline must now submit an investigation report to aviation authorities.
The cancellation, which was announced to affected passengers an hour after flight CX843 was scheduled to depart at 1.55am (New York time), left passengers scrambling to find hotels without any offer of support from the airline, according to affected users on social media. They were later told to board another flight a day and a half later.
The Civil Aviation Department (CAD) told the Post this week that Cathay had notified it about the incident and would 鈥渟ubmit an investigation report in accordance with the reporting system under the Air Navigation (Hong Kong) Order 1995.鈥
The regulation outlines a mandatory reporting system for incidents and occurrences related to aircraft operations in Hong Kong, requiring airlines to report specified incidents to the CAD within 96 hours.
鈥淭he CAD will continue to closely monitor the operating and maintenance standards of our local airlines to ensure that the relevant safety standards and requirements are met,鈥 it said.
Images posted by an angry passenger on Chinese social media platform RedNote showed dozens of customers surrounding Cathay staff at John F. Kennedy International Airport鈥檚 gate counter in New York and inquiring about the flight last Saturday.
The passenger lambasted the airline, saying he had waited for over three hours in the waiting area only to be told at 2.45am that the flight was cancelled due to a 鈥渢echnical issue鈥. Other passengers also weighed in, saying they were left to find their own accommodation.
鈥淭he airline didn鈥檛 even arrange any hotel accommodation for us, and transport to return to the town centre or compensation. This is highly irresponsible,鈥 the passenger said.
鈥淲here do they expect us to find a hotel at about 3am in the morning? The airline only throws its own problems to the helpless passengers.鈥
The frustrated passenger said he was later informed at 4.30am via email that he had been given another flight to Hong Kong at 2.50pm the following day.
In a reply to inquiries from the Post, a Cathay spokesman repeated that the flight on an Airbus A350 had been cancelled due to a 鈥渢echnical issue鈥, but did not explain the problem.
鈥淭he aircraft has been repaired and ferried back to Hong Kong with no customers on board,鈥 he said.
鈥淎ll customers have been protected [by being sent] onto alternative flights to their destinations, and we have kept customers regularly informed of the latest status of the flight and provided appropriate assistance.
鈥淪afety of our customers and crew members guides every decision we make. We sincerely apologise to the affected customers for the inconvenience and appreciate their understanding.鈥
CAD said it received nine airline reports in 2024 arising from similar events, up from three in 2023.
鈥淎irlines have the ultimate responsibility to ensure that their aircraft are safe and airworthy for the planned flight operations,鈥 it said.
鈥淭echnical issues that would affect safe operations will thus have to be cleared before the aircraft can be released for service. There are robust maintenance procedures in place governing such arrangements to ensure safety.鈥
Regarding Air India flight AI315 that was diverted back to Hong Kong last week because of a mid-air technical issue, CAD said it had maintained close communication with the airline.
鈥淭he aircraft concerned has completed necessary maintenance actions. With the approval obtained from the Indian civil aviation authority, the aircraft departed Hong Kong on June 17.鈥