Their unprofessional check-in clerk made me miss my flight and most importantly my daughter's 3rd birthday. Following is the gist of my pointwise reply (after exchanging many emails and reiterating my concerns) to their customer service which was totally ignored by Cathay Pacific's customer service staff and CEO Rupert Hogg, and he was mentioned somewhere saying "2018 is going to be all about customers". HOW? 1. Cathay’s employee had issues with extra weight, agreed! But he lacked professionalism. (Which you don’t want to accept) 2. I was willing to pay for the extra weight. 3. I was willing to shed weight. 4. He had an issue with my camera case, I was willing to shed weight there as well but he just wanted me to check it in. (I don’t know which of my earlier email was not clear to customer relations). Let me reiterate, the case complied with the airline’s size policy and I was willing to let go of extra weight. 5. I had to attend my daughter’s Birthday and I couldn’t attend her B’Day because Cathay’s employee was overzealous. He just didn’t want to budge. (some sort of questionable reasons here). Cameras and lens don't like being mishandled and that's why photographer's and filmmakers carry them in the cabin. Now, here is the best part they offered me USD100 coupon's on Cathay! Which I won't touch with a barge pole after such a horrendous experience. They just don't care, worst airlines.