BROKEN SEAT, VERY POOR SERVICE & CUSTOMER RESOLUTION - BEWARE I upgraded my partners ticket CX100 December 22 - Sydney - Madrid to Premium Economy to ensure she was comfortable and able to recline ensuring their was no impact on her physically from such a long trip. The flight Hong Kong to Madrid saw the chair broken and didn't recline or move at all and the tray table was also broken. This was bought to the attention of the staff who advised there was nothing that could be done and that she would have to sit in a seat for 14+ hours in an upright position, considering there were spare seats available in business class which would have been a logical resolution. The food catered was economy food, not that of premium economy and the response from the Airline was that they didn't cater for the numbers on the flight and as she was upgraded late they didn't have enough notice. That is exceptable for Sydney - Hong Kong, despite being checked in 3 hours prior, but to not be catered for on the Hong Kong to Madrid travels, having 12 hours from the time of check in to leaving Hong Kong is very poor. It makes me question Cathay Pacific's safety procedures given the plane was approved with no defects and safe for flight by their staff, and no one was aware that one of the seats on the plane was totally nonoperational and broken. What other potential safety issues are there? Communication has been sent to Cathay pacific who offered $100 US as compensation. This is not only insulting, it is far from satisfactory. To date there is yet to be a response from Cathay Pacific to resolve the matter, some month after the initial communication was sent to Cathay Pacific. This level of customer service is appalling and given Cathay Pacific wrote in the response to the initial complaint " We endeavour to ensure that our passengers enjoy a relaxed and comfortable journey when they travel with us. To this end, periodic maintenance checks are carried out to ensure that in-flight equipment functions smoothly. I am sorry to learn of the difficulties you faced with your seat on board" Periodic maintenance check? Seriously, i hope that they perform more than periodic maintenance checks on the important equipment within the plane. Cathay Reference: 0152****