SAN FRANCISCO -- A Cathay Pacific Airways jet spent more than seven hours parked at a San Francisco International Airport gate Tuesday while the nearly 400 passengers on board waited for a flight to Hong Kong that never happened.

Flight CX873 was supposed to takeoff at 1:20 a.m., but the people who boarded just after midnight were not let off until 7:30 a.m., when the flight was canceled because of equipment trouble.

"We sat there three hours before they said anything," said Mark Valenta, a newlywed for whom the flight was to have been the start of a dream honeymoon to Asia. "Then the PA system went down, the lights were going on and off, babies were crying, it was a nightmare."

The airline released a written statement saying the flight crew worked hard to minimize the inconvenience to passengers.

"While still on board, our cabin crew worked to ensure the comfort of passengers providing snacks, beverage refreshments and a hot meal. Many passengers were asleep on board as we provided refreshments and updates on the delay," the airline said.

Some passengers disputed Cathay Pacific's account, saying they were frustrated by the airline's failure to keep them informed with timely updates.

"They finally said there was some kind of technical issue, but they were not sure what it was, and were trying to resolve it," Valenta said. "But the pilot was so nonchalant about it. There were no snacks, no drinks, nothing."

Eventually, passengers were given the option of getting off at 4 a.m. to get some juice in the terminal. When everyone disembarked at three and a half hours later, no airline staff was there to direct passengers or indicate how or when their flight would be rebooked, passengers said.

"The real problem was the chaotic customer service," said passenger Aron Starratt, 49, a Silicon Valley building contractor. "Nobody knows what's going on."