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Customer Service

1800 233 2742 (United States)
1800 268 6868 (Canada)
800 917 8260 (United Kingdom)
131 747 (Australia)
+852 27 477 838 (Head Office, Hong Kong)
+43 15 852 742 (Austria)
+32 80 081 871 (Belgium)
+45 33 154 033 (Denmark)
+31 707 709 574 (Netherlands)
+351 217 986 988 (Portugal)
+41 445 112 236 (Switzerland)
+852 27 473 333 (Hong Kong)
+64 800 441 289 (New Zealand)
+65 67 231 378 (Singapore)
+27 800 611 206 (South Africa)
+82 234 835 395 (South Korea)
+54 115 274 1600 (Argentina)
+852 27 473 344 (All Other Countries (Hong Kong)
Cathay Pacific City, 8 Scenic Road, Hong Kong International Airport
Lantau, California
Hong Kong
Offices

Austria
Heiligenstaederstrasse 31, 5th Floor, Stiege 2, 1190 Vienna, Austria

Belgium
Building 706, PO Box 54, B-1830 Machelen, Belgium

Denmark
Linnesgade 18, 1st Floor, DK-1361 Copenhagen K, Denmark

France
8, Rue de l’hôtel De Ville, Neuilly-Sur-Seine, 92522 Cedex, France

Germany
Flughafenstrasse 120, D-40474 Düsseldorf

Italy
Via G.B. Pergolesi, 25, 20124 Milan

Netherlands
The Base A, Evert van de Beekstraat 1-18, 1118 CL Schiphol

Portugal
22, Av Oscar Monteiro Torres, Loja 1, 1000-219 Lisboa, Portugal

Switzerland
P.O. Box 91, 8058 Zurich

Turkey
Cumhuriyet Cad. 185/1, Harbiye, Istanbul 34373, Turkey

China
28/F, East Tower, Twin Towers, B-12 Jianguomenwai Avenue, Chaoyang District, Beijing 100022, China

Indonesia
Kuta Paradiso Hotel, Jl. Kartika Plaza, South Kuta Beach, Tuban – Bali

Japan
Island G, 3F, International Terminal Building, Fukuoka Airport

Philippines
12/F Ayala Life FGU Center, Mindanao Ave. cor Biliran Rd, Cebu Business Park, Cebu City, Philippines 6000

Saudi Arabia
406, Albanderieh Centre, 28th Street, P.O. Box 2492, Al Khobar 31952

Singapore
230, Victoria Street, #11-01/02 Bugis Junction Towers Singapore, 188024

South Korea
4/F, Trade Centre, 87-7, 4-Ga, Jungang-dong, Jung-gu, Busan, Korea

United Arab Emirates
  • Ground Floor Showroom No. 1, 10 Epico Bldg, Liwa Street, P.O. Box 279, Abu Dhabi
  • Ground Floor, Al Shoala Building, Port Saeed, Deira, PO Box 4868, Dubai
Argentina
462, Lavalle St., 2nd Floor, Buenos Aires, C1047AAJ, Argentina

Brazil
Rua Helena, 280, CJ 1101/1102 – Vila Olimpia, Sao Paulo, Brazil

Mexico
World Trade Center, Montecito 38, 26th floor / piso 26, Mexico City, 03810

Complaints & Reviews

lost baggage

this regarding my lost baggage flying CX907 via Cathay Pacific depart from Hong kong to Manila last June 16, 2012 and from Manila to Cagayan de Oro City...Upon arriving Manila my baggage was lost i arrived Cagayan de oro city without my baggage, i ffile property irregularity report directly and for making many follow ups my baggage arrive in cagayan de oro on june 19, 2012 and found out inside my baggage my laptop and accessorries and 2 bags of chocolates was lost this was the tag number AA183507...When i arrived here in cagayan de oro city i buy clothes for myself for i can wear something on myself with i cost much of the money i spent here...The services was unsatisfactorily...I have to ask for the cost of the laptap and accessories and for my expenses of the clothes i bought here that takes 3 days of arrive when my baggage was lost...i need to knw about your actions of my complaint...
Thank you very much...this is Charles, pls feel free to email me on my email address [protected]@yahoo.com

Terrible experience with the Airlines

Hello, I had taken the Cathay pacific Air ticket from Mumbai to Beijing and Beijing ==> Hong Kong==>Bangalore,
The return flight back from Beijing to Hong Kong was on 22nd June12, Cathay pacific booked in Air china from Beijing to Hong kong and Dragon Airways from Hong Kong to Bangalore, the Flight from Beijing to Hong Kong delayed, hence the connecting flight got missed .
when I myself and others approached Cathay pacific, they said we have to contact only Air China and Cathy pacific is only agents, they are not responsible for anything, when we approached Air China, they said we have to travel next day night at the same time from Hong Kong to Bangalore in the same flight, but they have refused to provide alternative accommodation for 24 hours ( one full day), they have told to stay in Airport seats and wait!, we had one of senior person where he was totally un-healthy even after about 2 hours of discussing, they simply refused and have not provided any other management contact.
We have tried taking the accommodation booking our self but unfortunately we could not get any till next day morning at 9.00 AM. we have to run around the streets in Hong Kong to get the Hotel.
Be careful with Cathy Pacific they don't take care if they have missed the flight because of Flight delay, in this case Cathay pacific are responsible for providing the at least accommodation which is not the

Delayed/Canceled Flight and Corresponding Bad Customer Service

Imagine being stuck at your point of departure for 50 hours because of aircraft technical problems. Well, that was exactly what happened to flight CX904 (Manila to Hongkong) on a clear sunny day last Apr. 28, 2012, as Cathay Pacific Airlines kept their passengers guessing as to when they will ever get to their final destinations. In times of crises like these, an airline chooses to either respond diligently to the needs of their passengers and pass the test with flying colors or ignore them totally and do an epic fail. Sad to say, fail miserably was what Cathay Pacific chose to do.

I was one of those 300+ unfortunate souls booked on that flight, and together with my daughter, who incidentally was flying for the very first time, experienced first hand how Cathay Pacific intentionally mis-coordinated the events of the next 24 hours, and how instead of appeasing and assuring their passengers, they were in fact non-commital and unreachable by normal communication means, so much so that we were left in the dark as to when, not to mention if, we can really fly out.

I had to resort to my own resources to find out what our options were at that point as time stretched and laid to waste our painstakingly made travel plans. And even after the airline confirmed to us in writing that we can fly out the next day, when we arrived at the airport, check-in counter personnel had only more bad news for us as they told us that they cannot honor their earlier confirmation, keeping us guessing again if we can really fly out that next day.

Needless to say, all this left a very bad taste in the mouth, and after more time passed than our collective stress levels can handle, we threw in the towel and just canceled the whole trip.

What was supposed to be a perfect holiday and memorable first time flight experience for my daughter, turned into a horrible and unforgettable nightmare thanks to Cathay Pacific’s inept handling of the situation which to begin with was no one’s fault but theirs.

Shame on you Cathay Pacific, I expected more from such a well respected airline.

CathayPacific/AsiaMiles is a SCAM

CathayPacific/Asia Miles is a SCAM!! My grandma 90+ year old. She is so loyal to CathayPacific and ONLY flies CX between Canada and HK. She's cumulated many miles and would like to redeem a ticket for her daughter to visit her from US with AmericaAirline. Per AsiaMiles instructions, you have to submit redeem request form and a representative will contact you within 7 days. We've submitted the form since March, 2012. Two months now, AsiaMiles has NEVER contacted us to finalize this award ticket. We emailed AsiaMiles, etc. No response!! We tried to call all phone numbers listed with their HK, US, Canada and UK offices, all of the phone lines are busy all the time. CathayPacific/AsiaMiles should feel shame to scam a 90+ year old lady who's been so loyal to CX.

  • Gr
    grandma96 Apr 30, 2012

    Asia Miles is a SCAM!! My grandma 90+ years old. She is so loyal to CathayPacific and ONLY fly CX between Canada and HK. She's cumulated many miles and would like to redeem a ticket between US and Canada with AmericaAirline. Per AsiaMiles instructions, you have to submit redeem request form and a representative will contact you within 7 days. We've submitted the form since March, 2012, almost 2 months now, AsiaMiles has NEVER contacted us to finalize this award ticket. We emailed AsiaMiles, no response. We tried to call AsiaMiles' HK, US, Canada and UK offices, all of those phone numbers have busy signals all the time. CathayPacific and AsiaMiles should feel really shame to scam a 90+ year old lady who have been flying solely with CX for all these years.

    0 Votes
  • Fa
    fannypong Apr 30, 2012

    Asia Miles is a waste of Time! Dreadful. considering there are very good Flyer reward programs in the world, e.g. Qantas Frequent Flyer...Asia Miles Suks!

    I make a booking, I check back 24 hours later (Cos I don't trust them) It is cancelled. No email, no explanation. I try to call them you can wait for 3 hours. I leave a message for them to call back... I usually give up. I email them (over a 2 week period) and no-one replies ever!
    I have done this 3 times... I give up...
    Isn't there some customer service bureau we can ask to investigate this dreadful service!

    Thanks.

    0 Votes
  • Lo
    longday8888 Jan 20, 2013

    like...
    http://www.yepifree.com | http://www.kizibest.com

    0 Votes

DENIAL OF BOARDING CLEARANCE

As per today’s unpleasant experience at Gate 61 to board the flight CX703, flying from Hong Kong – Karachi, Pakistan. l was denied boarding clearance on the grounds that l did not have a valid visa for travelling to Pakistan, even when l claimed that a landing visa for tourists could easily be obtained upon arrival at Karachi airport. This I know full well, for I had been flying to Pakistan ever since 1992, and until now, I was never asked to obtain or produce a visa. I travelled there using a landing permit (landing visa) which I obtain upon arrival.

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services

A very traumatic experience from Cathay Pacific:
Last April 9, 2012 we have a flight home from Korea to Philippines with a stop over in Hongkong. Our flight of Hongkong to Manila should be 14:40, we have boarded the plane at around 14:10. Our flight was delayed for more than one and a half hour already, and the aircondtioning system of the airplane is not working properly, it is really so hot that almost all of us becomes dizzy, including my mom, a child even fainted because of the heat. A doctor who was also a passenger took my mom's bp, it was a little higher than normal and the doctor gave her medicine, but the staff just won't allow us to fly back home even if her condition improves or even if we her family members are willing to sign a waiver, they won't even honor, the doctor's advice saying that my mom is already okay. They ask the immigration to pull us out of the plane making us feel like we are criminals. They brought us to a hospital through an ambulance where one of the paramedics is really very rude and impolite to my mom, they just left us in the hospital which is really very far from the airport without even asking or caring if we have the money to pay for our hospital bill and how can we go back to the airport. What really makes us angrier is that, the staff of Cathay Pacific even got the nerve to announce that my mom and the child were the cause of delay, causing other passengers to be mad at us.

Offloaded 23kg Luggage without my consent

I borded flight CX746 on 16 Dec 11 from Dubai without bein informed by the Airline Check in staff that they will off load my luggage as we were travelling in a group from Erbil, Iraq to Nadi, Fiji Islands as a returning UN Peacekeeping Duty Personnele trust after a 6 months stint in Bagdad, Iraq.
Only after we reached Nadi that we found out that 5 out of the 26 luggages were offloaded in Dubai.
It was very dissappointing to the 5 of us and nothing has been forth coming from the airline as of now and we are still waiting for their response.
I sincerely hoped that some one will here our complain and assist us to recover our luggages which still in Dubai Luggage Claim Area and we do trust that they are still safe and nothing is missing.

Lost Baggage claim

I am going from Mumbai [ India } to Bangkok { Thailand } on 06/03/2011 by Flight NO.CX750 . Ticket No: [protected]. When I reched at Bangkok Airport And I have finished my Imigration prociger and went on belt to cullect my lugege I am waiting for my baggage but i do not received my bag and and then i complained to Airport Authority & Cathay Pacific Office.
But til today finished ONE YEAR piriod but nobody care for my lost Baggage . Nobody call me and talk with me about baggage .
Please tell me what can i do for my complaint ?
My Cathay Pacific File Reference No; BKK CX 26374
Thanks.
Regards .
Niranjan Joshi.
+[protected]..

  • As
    Ashwin Vora Apr 25, 2012

    On 25th April, we 15 people were flied from Bangkok to Mumbai, cathey pacific flight no. CX709, one of our collegue Bapi Das forgot to take the Cabin Baggage. After Immegration he came to know that he forgot to take the hand baggage and he immediately rush to the handller. He fought for around 3 hours but in vain he not got the hand baggage in which 600 us dollars and Camera of sony worth 30k was there.

    0 Votes

Noodle Chef DOES NOT UNDERSTAND ENGLISH

I am flying to Hong Kong and very excited to visit the new lounge of Cathay Pacific in San Francisco Airport. The lounge was beautiful minus the uninviting food.
So I decided to order at the Noodle bar, but this chef (whose asian lady ) seems to be stupid and does not understand English at all, how can they hire someone who cannot understand simple english and a very short question...

I am vegetarian and allergic to peanuts... the two item they have meat ( wonton) ... dan dan ( peanut based food).. ..so unfortunate that she gave me both food.

To Cathay Pacific management, please be aware of these issue. Why hire people who cannot understand and converse... very poor and lousy.

Extremely terrible administrative and management system of the airline

I experienced a flight delay on Cathay from Singapore to Shanghai, and as a result, missed my connecting flight in Hong Kong, and had to stay overnight in Hong Kong to catch the earliest flight to Shanghai the next morning. For insurance purposes, I requested for a formal letter from Cathay.

The ground staff at the Cathay counter assured me that the letter provided would be sufficient. But, this proved to be incorrect. In the letter given to me, there was no reason stated for the flight delay and the rescheduled details were vague. And naturally it was rejected by the insurance company. And now, I am still battling the slow (they can take up to 20 business days to answer to feedback, which is simply unacceptable in these times!) and unresponsive feedback system to request for a new letter.

Also, in the letter, it stated that transport and meals would be provided with my overnight stay in Hong Kong. But, no transport was provided as the stay was at the airport hotel next door. Yet the ground staff in Singapore conveniently missed out this part, and there was no one at the Hong Kong airport to direct me to the hotel airport. I had to request around at the hotel before I could find my way around. Meals were additionally not provided in the hotel accommodation Cathay made with the hotel, really different from what the Cathay staff in Singapore had promised.

I wrote in a feedback form regarding the inconsistencies in their letter provided and service rendered on their website. This was no response at all.

While I like their cabin crew and service on-board, I would not consider taking Cathay for a second time due to the extremely terrible administrative and management system of the airline. Terrible service is one thing, worse, or the lack of service recovery, is yet another huge minus.

Not refunding duplicate payment

I bought 3 economy class tickets to Hong Kong through the Cathay Pacific internet booking site. Half way throughnthe prcoess their site bombed out and I was instructed to start again, only to discover 30 min later, that the first transaction did go through and thet a duplicate payment went off my credit card. I immediately contacted their office and was assured that the transaction will not go through, but it did. It is now 3 weeks since they acknowledged that they did receive a double payment, but yet they have not refunded me. I am paying interest on my credit card, i am up to my limit and can not use my card for any further transactions, and Cathay Pacific is just pulling up their shoulders, and not refunding my money

  • Ba
    Bac2mee Dec 08, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I have had a similar experience with cathay pacific. I purchased a business class ticket to Sydney from LHR. It was to be my dream holiday. But it has turned sore thanks to cathay pacific! There online booking system went funny, I then received a cancelation e-mail for my booking and then proceeded to book another ticket. I checked with there customer services who assured me that as I had received a cancellation confirmation I would not be charged. Over a month later I found they had charged my credit card the full price of the cancelled ticket. I tried contacting the UK customer services who where very difficult to get hold of when I did manage to speak to some one they said there was nothing they could do and I would need to contact Hong Kong they told me the best way was to e-mail which I did and received their automated response that they would respond within 14 day that was back in July it is now December! and still nothing. I called the customer services again and asked to speak to a manager they said one would call me back, I am still waiting. I have ended up writing to their CEO.. I know they have received the letter was sent as recorded delivery and was received on the 13th November, but we are now in December and still nothing. It is completely unacceptable that they can treat customers in such a way. They charged my card in error over a month after the cancelled transaction and I did not give them permission!! They are doing nothing to help!! There customer service is worse than terrible. I will not be flying with them again!

    0 Votes

Cathay Pacific is racist!!! Do not fly with them if you are Asian!!!

I was recently not allowed to check-in to a Cathay Pacific flight from Seoul to Taipei because the "plane's cargo was too heavy".

What angered me more was the fact that Cathay Pacific check-in staff knew that no one else would be let onto the flight, yet they chose not to make an announcement and just left 30 Asian passengers waiting in the check-in queue for an hour. Only when I complained was I told that the flight had been prematurely closed an hour prior.

To rub salt into my wound, non-Asian passengers who joined the check-in queue behind me were singled out for preferential treatment and allowed onto the flight.

Cathay Pacific may try to argue that these were VIP customers, etc., but I am a Sapphire member of the oneworld Alliance - I should have been offered preferential treatment as well. Was it just because I am Asian that I and 29 other Asians in the queue were treated like dirt?

Shame on you Cathay Pacific!!!

I have written a complaint letter to Cathay Pacific seeking an apology and a full explanation, but a month later, I am still waitng for a reply (they asked for 14 days to investigate to which I generously agreed).

DO NOT FLY WITH CATHAY PACIFIC!!!

  • To
    tobychan Apr 11, 2017

    I agree and their staff is awful ! The pilots think they are gods gift to this earth! They have so much arrogance and attitude its unbelievable!

    0 Votes

Infant Fuel Surcharges

Recently my wife and I (pregnant with our first) booked a special airfare with Cathay Pacific from London to NZ to introduce the baby to our family. We couldn't book the babies fare until she was born but were advised by the agent that this would cost approx 10% of the adults fare. A few months go by, the baby is born and we go to book the fare. By this stage the fares are a bit more expensive so 10% is a little higher (fair enough). However, we were shocked to then be told that the £64 10% infant fare (with no seat) has an additional £356.40 Cathay fuel surcharge in addition to local passenger service charges bringing it up to around £450!!!

I still can't get my head around how an ~8kg baby without a seat can have over £350 levied in fuel surcharges. Unfortunately there seemed no choice but to pay as the special adult fares are not refundable. I contacted Cathay only to be told to send my concerns via email. I've sent two emails over the past three weeks with no response (other than auto replies). My next step is to discuss with the agents their responsibility for advising the infant fare would cost 10% and not advising that taxes increased this by 700%!!

Any thoughts or advise welcome. In the meantime should anyone else be in this position I recommend you stay clear of Cathay Pacific. Airlines like BA only charge infants around £30 for similar trips so even if the initial price is higher, they will probably end up cheaper!

  • Mi
    mir71 Aug 09, 2011

    agree this is appaling and is another example of Cathay poor customer service (and I say this as a former Cathay Marco Polo Gold Member).

    If you look on Cathay website they mention that they charge a fuel surcharge for infants under the fuel surcharge press release (but not under the infant pricing section). It is crazy that the fuel surcharge costs far more than the infant ticket for long haul flights and makes no sense given:
    - Other Airlines flying to and from HK (Eg Qantas, Singapore, Air NZ etc) do not charge the fuel surcharge for infant tickets (so why does Cathay feel this is appropriate) . These airlines generally charge 10-25% of price for infant (but do not charge fuel surcharge which is the biggest cost for long haul)
    - Cathay website does not allow you to book infant seats or list infant pricing on site so many people buy adult tickets only to find that the infant seat(s) are very expensive (eg $HK2500 plus rather than HK$500).

    Everyone should complain but best choice is to fly alternative airline (as Cathay service and pricing is now significantly worse than competitors and partners), in short avoid Cathay if you fly with infants or children

    0 Votes
  • Ke
    Ken Guest Apr 02, 2013
    This comment was posted by
    a verified customer
    Verified customer

    Oh so sad so sad! I have just read your post after my shock and horror at the price of an infant seat on Cathay Pacific. And I got suckered into it since I had to buy the adult tickets and then infant ticket a day later. (They didn't have the infant price at the time I payed for the adult ticket) Adult ticket is 7000CNY and infant is 5000CNY. When I contacted them, they told me the child's ticket is 10%of the undiscounted adults ticket. I nearly fell off my chair when they told me the undiscounted ticket was 32 000CNY. Doing a quick search showed me that I could get a business and first class ticket for less than that! IT IS SUCH A CON I WANT TO SCREAM!!! And there is no way I can switch to the cheaper Singapore airline as the adult fares have already been paid. What really hurts is that after all the effort of finding the cheapest adult ticket available, I opted for an extra 500CNY to get a flight with 1 less stop, only to be totally BURNED by the infant extortion. My only advice to anyone travelling with an infant----avoid Cathay Pacific ----it is the most expensive infant airline price you can possibly imagine!

    0 Votes

Lost Baggage

To Whom It May Concern,

I am a seafarer on a lay-up ship at Port of Marseille, France I arrive to this country on 29th of December 2010 and It's been a week now I still don't receive my luggage. My original flight was "Manila - Hong kong - Paris - Marseille." Due to delayed flight at Manila for almost 2 hours when I arrived at Hong Kong airport my plane already took off and Cathay Pacific personnel provided me a new ticket re-routing my flight to Amsterdam instead of Paris then to Marseille.

Below is my original ticket itinerary:
Issuing Airline: Cathay Pacific
Ticket number: ETKT 160 [protected]
Booking Reference: AMADEUS: 60H7DO, Airline: CX/j2k1p
From: Manila N. Aquino, Flight No. CX 0902 Date: 28DEC Departure Time:20:00 To: HongKong terminal 1 arrival time: 2155. From: HiongKong flight no. CX 0261 date:28DEC time of departure: 2345 to: Paris CDG, arrival time: 0555.

My flight to Paris has been altered to Amsterdam and was provided with a new boarding pass with flight CX271.

This my bag identification TAG
Magada BN79 CX706720.

Hoping for your positive response.

Best Regards,
Jesery Magada

  • Pa
    PARVESH GUPTA Jun 12, 2009
    This comment was posted by
    a verified customer
    Verified customer

    TO,
    THE PERSON CONCERNED,
    CATHAY PACIFIC,

    SUB:- LOST BAGGAGE AND HARASMENT.

    SIR.
    I PARVESH GUPTA. FLY FROM CATHAY PACIFIC FROM DELHI (INDIA) TO HONGKONG FROM FLIGHT NO. CX708 ON 9TH JUNE 2009. I CHECKED IN 2 BAGGAGE IN DELHI TAG NO. CX 582988 WAS FOUND TO BE MISSING. FORTUNATELY FLIGHT WAS VIA BANGKOK. AND WHEN I REACHED HONKONG, I GOT ONE 1 BAG FROM THE CONVEYOR BELT AND 2ND ONE WAS MISSING.THE STAFF AT THE AIRPORT ISSUED ME THE FILE REFERENCE NO. HKGCX31236. I HAD MY IMPORTANT VISA ORIGINALL DOCUMENTS, MY COMPANY RESGISTRATION CERTIFICATE, MY MARRIAGE CERTIFICATE, ALL IMPORTANT THINGS. I CAME TO CHINA TO GET MY VISA DONE, FOR WHICH CHINA GOVT GIVES TIME OF 1 MONTH. AND CATHAY PACIFIC PEOPLE LOST MY BAGGAGE.. DUE TO WHICH I AM IN BIG TIME TROUBLE. I HAVE TRACING THERE HONGKONG OFFICE EVERY DAY 3 TIMES IN A DAY. THEY GIVE ME SAME REPLY . TO MESSAGE HAS COME YET FROM DELHI AND BANGKOK. STILL TRACING MY BAG. I AM ALSO A MARCO POLO MEMBER. I WANT TO UNDERSTAND THAT CAN CATHAY GIVE ME VISA FOR CHINA FOR 1 YEAR. MY ALL COMPANY PROCESS STOPPED BECAUSE OF THIS. AND I AM INTO LOT OF MENTAL EXERSION AND STRESS, I CANNOT FIND ANY WAY TO GET MY DOCUMENTS BACK... ITS REALLY PAINFULLL. AND NOW THE CATHAY PACIFIC STAFF TELLS ME, THAT THEY ARE SENDING ME CLAIM FORM FOR MY BAGGAGE, I DONT WANT ANY THING EXCEPT MY BAGGAGE WHICH HAVE MY VERY VERY IMPORTANT THINGS..

    THANKING YOU,
    YOURS TRULY,
    PARVESH GUPTA...

    0 Votes

15% price increase in less than 2 hours

I recieved a written quote (via email) for airfares from South Africa to Hong Kong and accepted and faxed back the credit card authority form. With in 2 hours i get a call back saying that I was quoted the wrong fare and the new fare is 15% higher than the old one. This despite there being a clear and bold message on the written quote that the quoted fare is valid for 24 hours from date of quoting. The excuse was a system update and the new fare only got loaded minutes after the quote was send out. At 12 pm (midday) the entire airline system gets an update for new fares? I lodged a complaint with the staff as a manager was not available to take my call (seem typical when a complaint is to be handled managers are never available)... I will await the promised return call and update the posting.

connecting flights are not systematic

last aug. 16 my flight going to japan was 6:20 in the morning from manila-to-hongkong-japan.I checked in 3 in the morning hoping to get a good seat due to my daughter's illness.the manila office give me a temporary seat from hongkong-japan flight due to off-line and the staff said that upon arrival hongkong I can change my seat .so I asked if I can change my seat and they said no.hongkong ground attendants are very rude.they don't have the ears to listen to passengers complains.what hurt most was there's a lot of vacancy.i will never travel cathay pacific airlines anymore.

  • Ch
    Chase14 Jun 18, 2009

    I was given a paper application to fill out for Asia miles at my home airport in Jan 09 when I was flying to the US. Since I was on an international flight, I figured I would accrue a decent amount of mileage. I forgot about calling to check on my application after arriving in the US though and only did it today when I found my temporary membership card. I called to ask why I did not receive my card and they told me that my application was filed in late April 09 and that it is now too late to claim my mileage. I pointed out that I filed the application in January and asked why there's a 3-month difference on my filing date. The lady could not give a reason and kept apologising to me. She told me there is nothing I can do about it since it is several months after I flew on CX. I am very very annoyed and pissed about how they handle the application. Granted it would take longer to process a paper one, but delaying that by a few months and not informing the applicant about it is very unprofessional. I would not want to fly Cathay again.

    0 Votes
  • Ja
    Jaskirat Aug 04, 2009

    Hi,
    Recently my aunt travelled from australia to india via hong kong using cathay pacific airlines. her baggage arrived late at new delhi airport. so it was couriered to our address. but a brand new cell phone is missing from the baggage. this has really created trouble in our house. please guide me where to lodge complaint.

    0 Votes

Bad service

I experienced a flight delay on Cathay from Singapore to Shanghai, and as a result, missed my connecting flight in Hong Kong, and had to stay overnight in Hong Kong to catch the earliest flight to Shanghai the next morning. For insurance purposes, I requested for a formal letter from Cathay.

The ground staff at the Cathay counter assured me that the letter provided would be sufficient. However, this proved to be wrong. In the letter given to me, there was no reason stated for the flight delay and the rescheduled details were vague. And naturally it was rejected by the insurance company. And now, I am still battling the slow (they can take up to 20 business days to reply to feedback, which is simply unacceptable in these times!) and unresponsive feedback system to request for a new letter.

Also, in the letter, it stated that transport and meals would be provided with my overnight stay in Hong Kong. However, no transport was provided as the stay was at the airport hotel next door. Yet the ground staff in Singapore conveniently missed out this part, and there was no one at the Hong Kong airport to direct me to the hotel airport. I had to ask around at the hotel before I could find my way around. Meals were also not provided in the hotel accommodation Cathay made with the hotel, totally different from what the Cathay staff in Singapore had promised.

I wrote in a feedback form regarding the inconsistencies in their letter provided and service rendered on their website. This was no response at all.

While I like their cabin crew and service on-board, I would not consider taking Cathay again due to the extremely bad administrative and management system of the airline. Bad service is one thing, worse, or the lack of service recovery, is yet another big minus.

  • Jo
    John Chong Jul 13, 2012

    Absolutely agree. While their in-flight service is first-tier, their IT/admin is worse than most budget airlines.

    0 Votes

Rude staff and harrassment

It was my first time to use the Cathay Pacific Airlines. I arrived at the Ninoy Aquinao International Airport in Manila bound to East Timor on June 14 at 5:30 am

When my time comes to get my boarding tickets, Erica (the name of the person written on the counter) looked into my passport for so many minutes, look at me for so many times like scrutinizing me and then asked me where I am bound and why. I told her that I was going to East Timor for my work. She looked again at my passport and asked me if I have a work visa. I showed her my work visa in my passport. Again she asked me if I am a member of the Overseas Filipinor Workers (OFW) and if I have a card which again I responded that I am not a member of the OFW so I do not have a membership card. She told me that I could not be permitted to travel.

I asked her why I should not be permitted to travel and return to my work in East Timor. She said that because I am not a member of the OFW. But then she told me that she will consult her superviosr.

She came back telling me her supervisor insists that I should have an OFW membership because it was a rewuirement of the Philippine Immigration.I told her that I need to speak to her supervisor which I did.

I talk to the Supervisor whose name was Xano. He told me the same thing that I am not permitted to travel without the OFW card. I asked if he can show me a guideline from the immigration about forced membership to OFW. Without answering my question, he told me that he is going permit to travel this time only and told his crew Erica to give my my boarding ticket.

I was so upset and embarrased. I felt harrassed and rudely treated by these two ground crew of Cathay Pacific. I am old and it seems that old people could work in other countries base on the attitude of these two staff of Cathay Pacific.

I have been travelling for work in other countries with the Signapore /Airlines and other airlines and it was my first time to treated as such and told to get an OFW membership card.

Please I have the

  • Fl
    flyhi152 Feb 11, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I have traveled one single time with Cathay as well and decided never ever to use them again. First there was this lady at the Manila airport office who screamed at me "Get out and shut the door" when I had asked her if there was anybody to help me (through the open door, I had not even stepped into her office). Then there was this other one in Hongkong who told me "If you don't understand English, that is your problem - we made an announcement" when I asked her in a polite way if my boarding group had already been called.
    Even Philippine Airlines which does not have the best reputation has always been polite with me and I have never had a problem with them on over 20 flights.

    0 Votes

Bad In-flight service

FLIGHT : CX742, Date : 22/06/2010


I am very disappointed of Cathay Pacific because of this flight. When I arrived at the airport, I came almost at 10:00pm although the flight is at 11:30pm. So the airline officer at the boarding desk took all the time checking me in. I was supposed to get a seat in the front since I have an infant but instead the seats where in the middle. Despite the seat location, which I did not complain about to the flight attendants, because I assumed i checked in very late, the airplane cabin was very crowded and also very very hot. the temperature outside I believe was much cooler than the inside, though in Bahrain these days it is the humid summer. I asked the staff very politely to turn on the Air Conditioning. I was told the airplane has to power up before turning on the AC. I am not an aviation engineer, but simply, that was just boolshit. Even if I could tolerate the generous cathay pacific oven, my three kids would not.

I asked the staff again, after 15 mintes of the airplan took off, why the A.C. still not running. I did go to the Business section and found it suitable for human use, [ I MEAN THE AC WAS WORKING IN THE BUSINESS SECTION ], but the economy class section was not suitable even for animal use. The staff replied to me why is it only me who complains about the fantastic environment? why would not somebody else complain? I answered why the hell would I care if they do not have families, not having kids, not having an infant who is just 2 months old. So, I asked again when the AC will be working? the answer came ASAP. but the problem was how soon? after a long discssion, only fans were allowed to be running without any means of cooling. You should imagine how bad is it going to be when the cabin is almost full of passengers and only fans.

I asked the staff again, was my flight given to me for free? do I deserve such thing? did not I pay for a decent flight? I have not complained about being given a seat in the back while I should have a seat where my infant could get some rest in a basent. In top of that you offer me sonna? no but thanks, keep the sonna for yourself and give me a flight with at most 23 degrees.

I have been a customer with the cathay pacific since 2009, in such period I have traveled on more than 3 flights on the same rout. I can say WITHOUT ANY HISITATION that BHR-HKG and HKG-BAH are the worest flight someone could ever ever get. The most most most misrable airplanes, the most most most unpolite staff. And moreover, the least entertaining. How could someone be entertained if he/she want to get out of the airplane as soon as possible. It is a real nightmare.

Usually, I fly from Auckland to Hong Kong then Bahrain, two way. The airplane from Auckland to Hong Kong or from Hong Kong to Auckland is very special, Indeed, the staff are very cooperative and a passenger would consider flying again. However, once that passenger gets into Hong Kong to Bahrain or Bahrain to Hong Kong, the situation is 180 degrees different.

I am not making a big deal out of tinny things, I have not made a single complain before, but when it reaches to be humilited as if I must take it or take it, no other option available. Can I leave the airplane? Can I leave the seat and go to the business class? can I speak directly to the pilot and ask him/her to PLEASE TURN ON THE AIR CONDITIONING my family is bigging you to do so?

when I asked the flight attendent " isn't the customer always right ? ", she replied after a long immmmm, [...yes...] as if she was not sure!!

So, I told her, that means your're not sure wether a customer is always right ot not. if so, you should say immediately without hisitation YES, SURE, OF COURSE, ABSOLUTELY, POSITIVELY, WITHOUT ANY DOUBT, not a long immmmmmm as if you do not know what to say.

the problem of the air conditioning is not the flight attendants problem as much as it is cathay pacific problem. a very well known company should consider checking the airplane several hours before flying a long trip. I do not care if the AC got damaged just minutes before the flight time, would you consider me checking in just 5 minutes before the flight time? If you are very strict with passengers about timing, you should do the same for yourself first.

In addition, one of the passengers who was just centimeters away from me had thrown up, followed by his partner several minutes after he did it. The situation was perfect HOT PLACE / SMELLY AREA / CRYING BABY / BAD SERVICE / BAD FOOD [ I would not feed an animal anything that is prepared on CX ] / NO AIR REFRESHER / etc.

The flight attendant came to me an hour later and asked me if I was happy or not, I answered her, YES, but inside me I wanted to say, get the hell out of my face, you can do nothing so keep quite and keep away from troubles [that applies for both of us].

So, whether my complaints was accepted or rejected, I DO NOT CARE, becuase I would never fly on your creepy airplanes even for free on the First class

If you consider my complaint and want really to do something about it, then you are a very respectful person,

IF NOT then F..K YOU

If you think my email was very offencive, then I would say so does the flight from BAH to HKG

rutness

Dear:

My mother in law travel from sydney to China through Hong Kong this year on 09/02/2010, she was carring her logguage when service desk women come and grab her from the arm and took her carring loguage and claim if she does not pay her extra money she will trow away her logauge and she will make into pissess the the ticket.

My mother in law has being very uptset seings that incident, which to me that is assault.
What ethical and rights does she have?

  • An
    Anton2000 Feb 11, 2010

    My friend also was held by a women from the same airline on different time, demanded money, just before entering the gate. This needs to be follow up or more people will have to be treated like crap.

    0 Votes
  • An
    Anton2000 Feb 11, 2010

    ### ground floor service, I mean check in, the chinese women who service Business class is extremely bad manna and rude, I will not fly again because of her!!

    0 Votes