Hong Kong-based Cathay Pacific Airlines has responded to a passenger's complaint that he spotted rain water coming through an emergency exit door of one of the airline's aircraft, saying that such incidents 'occurred occasionally'.

In an e-mail reply dated Dec 1 to passenger Dr Christopher Tien Yen Chee, Cathay Pacific's Customer Relations General Manager Robert Yih said that rain water coming through the emergency exit door could occur during a heavy downpour while the aircraft was still on the tarmac.

Tien furnished malaysiakini with a copy of Yih's reply. The doctor had related his complaint to the media saying that he failed to garner an explanation from Cathay Pacific despite 'numerous attempts' since the incident on Nov 5.

In the e-mail, Yih assured Tien that the water leak inside the Boeing 777 plane, which was on transit at the Kuala Lumpur International Airport (KLIA) en route from Hong Kong to Penang, was an 'occasional' occurrence.

"Occasionally, on an un-pressurised aircraft (on the ground) the pressure seal may not fit fully against the door frame and this may, during times of heavy rain, allow some water to leak in from the outside.

"Usually the door design will cope with minor leaks but under very heavy rain conditions, some leakage may be evident inside the cabin, although this will drain away through the floor drains as designed.

"When all the cabin doors are closed and the aircraft pressurised for flight, the pressure seal will fully fit against the door thus providing an airtight seal," said Yih in addressing Tien's concerns regarding the airworthiness of the aircraft.

Tien had earlier noted that the leak had occurred during a heavy downpour.

Better service pledge

Yih also apologised to Tien on behalf of the flight's crew - including the pilot - whom Tien claimed were 'sarcastic and uninformative' in reassuring Tien and other worried passengers about the leak

"I am most sorry that it was not explained to you at the time and it is disappointing that our staff did not do more to reassure you that the leak was no cause for undue concern.

"I have reflected your dissatisfaction with the approach taken by our staff to the relevant line managers, who will in turn speak with the individuals concerned," said the general manager.

Yih also apologised for the delay in responding to Tien's complaint, and pledged improvements within the company and its customer service procedures.

Tien had only received the e-mail reply after he had sent further complaints on the water leak directly to the airline's other feedback websites, namely the Swire Pacific Limited and the Haeco Group portals.

He had initially sent an e-mail to Cathay Pacific website's feedback link as well as a fax to its headquarters in Hong Kong. However his communications from early November did not receive a reply.

"After waiting for so long to get a response, I decided to send e-mails directly to individuals on the company's management team via websites of their group companies," said Tien when contacted today.

The Swire Group, together with Cathay Pacific Airways, hold major interests in Haeco and provide management support.

Tien, who is a member of Cathay Pacific's 'Asia Miles' frequent flyer club, said he is still undecided if he wants to continue flying with the airline.