Chaos: Cathay Pathetic!!. Review on Cathay Pacific

It is a long story, but I would try to keep it short and simple here. My parents were flying to Hong Kong from Manchester with CX a month ago, there was one stop at the Heathrow airport in London. They experienced unpleasant and ridiculous services from the company on both outbound and inbound flights, but the inbound flight was the worst! They checked their luggage in at the Hong Kong airport and told the ground crew that their luggage had to be checked through all the way to the final destination - Manchester.

The crew said to them all have been done. But when they travelled back to England and arrived in terminal 3 at the Heathrow airport. They were told they needed to claim their luggage and re-check in at terminal 5. Obviously my parents believed that was rubbish, but they were not allowed to board to the connecting flight without re-checking in their luggage, so they tried to explain their luggage should have already been loaded to the next flight, but still the staff wouldn't let them board and told them to return to terminal 3 to find their luggage. Surprisingly, they found their luggage at terminal 3.

After all these running around in between two terminals, they missed their original connecting flight and had to take the next available flight back to Manchester in 4 hours. The worst bit was my parents, in their 50s, needed to carry 3 suitcases and 2 sets of hand luggage themselves all the way from terminal 3 to terminal 5 WITHOUT a trolley. Am I missing something here or what? Why does a passenger need to re-check in their luggage when they only stop and catch a connecting flight? All the CX staff were pathetic, they didn't know what they were doing at all! And I think the company should be called 'Cathay Pathetic' after all!