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Cathay Pacific Airways
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2.2 81 Reviews

Cathay Pacific Airways Complaints Summary

24 Resolved
57 Unresolved
Our verdict: Engaging with Cathay Pacific Airways, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Cathay Pacific Airways reviews & complaints 81

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11:07 pm EST
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Cathay Pacific Airways - Complaint - paid seats changed without notice or explanation to somebody else at the last minute, very bad experience with cathay.

I had booked and paid extra for preferred seats for my wife and daughter’s return flight from Delhi, India to Hong Kong, but at the airport we were told that the seats we had paid for, have been assigned to somebody else, and are already occupied. I have been a member of Cathay pacific since 2004 and I have never experienced this sort of issue from...

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7:07 pm EDT
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Cathay Pacific Airways - Airline cancelled flight

A flight booked through an agent - edreams - SYD to MAD in April 2022 was cancelled by the airline due to Covid restrictions in Hong Kong. We have repeatedly sought a refund from them, but each time they claim you have not given them the refund. Their latest email earlier this month says in part - "With regard to your booking reference number...

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5:35 am EDT
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Cathay Pacific Airways - Check-in Mactan Cebu International Airport

My nephew was refused to board the plane because he will be using a harness to support him sitting upright that is not the same brand specified in Cathay's website. However that brand is not available in the Phils while he has a harness with same specification, customised for his physique. That same harness has been used in their previous international...

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Is Cathay Pacific Airways legit?

Our verdict: Complaints Board's thorough examination reveals Cathay Pacific Airways as a legitimate entity with notable strengths. Despite a 29% resolution rate on customer complaints, which invites a closer look, Cathay Pacific Airways stands out for its commitment to quality and security. Clients considering Cathay Pacific Airways should delve into its customer service record to gauge compatibility with their expectations.

Cathay Pacific Airways earns 94% level of Trustworthiness

Perfect Trust Endorsement: Cathay Pacific Airways achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Cathay Pacific Airways. The company provides a physical address, 31 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Cathaypacific.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Cathay Pacific Airways and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Cathay Pacific Airways's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 29% of 0 complaints were resolved.
  • There was some difficulty in evaluating or examining the information or data present on the cathaypacific.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We conducted a search on social media and found several negative reviews related to Cathay Pacific Airways. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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8:41 pm EDT
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Cathay Pacific Airways - Flight delay, damaged baggage, no response

I want to file an official complaint against Cathay Pacific Airlines - My family returned from our trip. My original flight CX 596 on [protected] from Hong Kong to Osaka got delayed twice. Therefore, I couldn't made the connection flight from Osaka to San Francisco and to Portland. Cathay Pacific was able to arrange the next day flight for our family after...

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4:26 am EDT
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Cathay Pacific Airways Cathay pacific deducted all the miles I accumulated during the convid time 2020 to 2021

I have enrolled as Asia Miles Member with Cathay Pacific since 2007. My membership member is [protected]. When I first enrolled, my email address was [protected]@aol.com. I changed my email address in 2012 and I notified Cathay Pacific but I never received any emails from them via my new email address. I tried to use my membership number to sign in but failed.

Up till last month, I flew from USA to Bangkok and was able to pull up the Asia Miles statement and found they deducted all the accumulated miles I had since 2019 up to 29000 miles in June 2020 when travel was prohibited due to convid. I tried to contact them to notify them to restore the credit back but I never received any replies

Up to yesterday, I finally was able to reset my new email address and I was not able to restore all the credits they subtracted from my past travelings.

I will like to request to restore all the credits that they subtracted from my account due to convid time.

Desired outcome: All the subtracted miles during the convid time should be restored back to my account

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4:49 pm EDT
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Cathay Pacific Airways Flight cancellation

On April 16, 2023, I booked the following business class flight from Orbitz for my mom to go from IAD to LAX to HK then to CKG

"Confirmation

HMMKJQ (Alaska Airlines, operated by Cathay Pacific)

36GYDW (Cathay Pacific)

36GYDW (Cathay Pacific)

Booking ID: 36GYDW

Ticket # [protected] (Lixia Gan)

Traveler 1: Adult $5,034.40

Flight$4,832.00Taxes & Fees$202.40

Subtotal$5,034.40

Total$5,034.40

All prices are quoted in USD."

My mom arrived at IAD and the Alaskan Airline ticketing agent said the first leg of the flight from IAD to LAX is cancelled and that my mom won't make to LAX in time to catch her next Cathay flights. So the Alaskan Airline ticketing agent got my coach class tickets to go from IAD to Doha, then to Dubai, then to CKG.

I sent my mom off to the gates and immediately called Alaska Airline and Cathay and Orbitz to determine who can issue a refund because I figured downgrading from all business to all coach must come with a price difference. Alaska Airline customer service told me to call Cathay. The Cathay Customer Service agent told me, "wait two days for your mom to land in China and then call Cathay."

I waited two days and called Cathay again on the 18th after my landed. This time, another Cathay agent told me the first agent made a mistake. This time, Cathay said they'll investigate. 1 week later, I heard nothing and called Cathay again. Cathay now is telling me to call Alaska and Orbitz (I have called them in the mean time and they all redirected me to Cathay). So now Cathay and Alaska Airline are both playing ping-pong with the current situation.

The initial business class tickets cost me $4,832 excluding the tax. I still don't know the subsequent cost of the redirected coach class flight my mom took with Qatar.

The information for the Qatar airline flights are as follows:

Confirmation code: HMMKJQ

Qatar 708 from IAD to DOH April 16 - April 17

Qatar 1014 from DOH to DXB April 17 - April 17

Air China 452 from DXB to CKG April 17 - April 18

Desired outcome: I want to know the price difference and see if I can get a refund of only the price difference.

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4:33 am EDT
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Cathay Pacific Airways Flight cx731 on april 16, 2023

This was one of the worst flights in my long experience traveling and unfortunately, only my second flight with Cathay Pacific so I don't know if this is common. The business class had a husband and wife who booked their 2 maids with them and just wanted to not deal with their children which created a screaming frenzy for the entire 8 1/2 hour flight. I complained several times to the attendants to see if they can help and they avoided any dialogue or discussion with the passengers who were just drinking their drinks and not caring that none of us could sleep, think, hear anything but the loud skull-piercing screaming. The flight became a health risk once one of the children from screaming too much soiled themselves and the seat and then we had 5 hours of the smell of a sewer in business class. I asked the attendant to address and she suggested I use my eye mask to cover my nose.

Desired outcome: You need better training of your staff to address! I expect a refund for this disastrous flight

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4:07 am EDT
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Cathay Pacific Airways What's the benefit to be your member?

Hi, I am the gold member and my family also member of cathay pacific from many years, we prefer to travel by cathay flights if find convenient routes, we usually travel by business class, before if any change in our travel schedule and change dates after issue tickets can change without any charges but now we have to pay charges just to change dates, secondly if we make booking through our earned mileages not easy to find seats on selected dates and if connecting flights then have to wait long for connecting flights usually not same day, but if we pay to buy new ticket then everything ok and can find seats on selected dates and can find connecting flights on same day, so strange

Just wants to know do you think we are stupid to keep fly with cathay even no any good benefits as a member and as a regular flyer?

Before we tried to fly through cathay pacific as much as possible, but now we think it's no worth just to fly cathay pacific and no value as a member.

You should change your policy to keep your regular members on board dont let them leave you, just a suggestion

Thanks & regards

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6:46 am EDT
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Cathay Pacific Airways Incorrectly refused boarding - due to incorrect understanding visa requirements

April 4th, 2023. After several hours of agonizing conversations with contact center staff, with no resolution.

We had flights booked HKG-MNL-PPS on the 3rd April at 9.55pm. We were denied boarding by Cathay Pacific staff, as we were told my wife, a UK citizen with an emergency passport, needed a visa to enter PH. However, today, we have written confirmation from the Philippines consulate that we didn’t require said visa. This refusal to let us board was clearly a mistake. We expect Cathay Pacific to fix this mistake and make things right; we've already spent/lost a significant amount and we need to salvage what remaining days we have left in our holiday. Failure to take accountability for this mistake would, in addition to not being consistent with your company values and "doing the right thing", be in breach of Montreal Convention article 99 and the associated special drawing rights.

Two options would be acceptable to us:

1. You get myself and my family from Hong Kong to Puerto Princess by Thursday (April 4th), so we do not lose our entire holiday and can use our return flights from Puerto Princess.

2. You refund the entire trip. Including the denied flight from 3rd April, the return flight that we can no longer use, the taxi fares to and from the airport and the hotels charges for which we cannot obtain a refund.

Desired outcome: See above.

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12:21 am EST
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Cathay Pacific Airways Flight Changed made by Cathay Pacific

I have been booked using my miles for almost a year using mile redemption as follows :

JL 0746 22 April 2023 Manila-Tokyo Narita

JL 0066 22 April 2023 Tokyo-San Diego

Cathay Changed this flight last 5 March 2023

JL 0066 23 April 2023 Tokyo -Narita -San Diego

Please note that this one day difference in flight has a big in fact on my part as i am not prepared to stay in Japan for more that a day because of VISA and additional expenses for hotel , etc. not to mention that i have to fly together with my wife on April 22 ,2023 flight to San Diego .

Frequent flyer asia miles [protected]/ticket [protected]

Desired outcome: Cancel entirely this flight and the miles used be reverted to my Asia Miles Account.

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7:02 am EST
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Cathay Pacific Airways Claiming of missing status miles points CX 383 from Hong Kong to Zurich

Membership no [protected] Markus Wick - Claiming of missing status miles points:

Inspite of several attempts by whats app the missing status miles points regarding the return flight CX 383 from Hong Kong to Zurich on 29th Jan 2023 (Departure 23:45 according to ticket), seat no 30D is still not credited on my behalf.

Could you please follow up with my complaint by confirming by email that you have credited the missing miles on my account.

Please find attached photos of the tickets and the transactions as evidence.

Thanks for your support

Markus Wick

Tel. +[protected]

Email: marc.[protected]@bluewin.ch

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10:49 pm EST
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Cathay Pacific Airways redeem lounge access Marco Polo [protected]

My wife and I have been loyal CX customers since 1980 travelling at least once per year world wide (Before Covid).

43 Years and never used another airline

I have always redeemed lounge access at HK using Asia miles

I now find my Green status does not allow any more to redeem lounge access

As a show oy loyalty to a long term customer, I request allow me 4 lounge passes (44000 asia miles )

My Asia miles a/c has 45000

Thank you Michael Sweeney Marco Polo [protected]

Desired outcome: Ex gratia offer for lounge passes

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5:15 am EST
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Cathay Pacific Airways Charged unnecessarily for seat.

I flew from Sydney To Hong Kong on Thursday 23rd February. When I checked in on the previous day 22nd February I was unable to get any seat apart from those with extra legroom at a cost of £149.60. According to the seat plan all other seats had been occupied. When I arrived at Sydney airport I was informed that there were numerous seats available, in fact the plane was nowhere near full. I asked for my money to be returned as I had not wanted a seat with the extra legroom I purchased it because there were no other seats available. I actually did not use the seat as there were many free rows towards the back of the plane and sat there.

I would like you to return the cost of the seat asap please.

I have attached pictures of what was on the website as regards no seats available.

Desired outcome: Please refund the amount of £149.60 which was falsely acquired.

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2:35 am EST
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Cathay Pacific Airways Flight cancelled and customer service isn't responding

Flight canceled (CX0600) from Phnom Phen to Hong Kong on Friday, 7th April 2023. The rescheduling options given are inconvenient and do not suit my schedule, as I am flying in from another country in order to take this flight to San Francisco. The flight that they offered me is at 8 hours before the originally scheduled flight.

I tried to use their whatsapp customer service, but no one is responding. I tried using messenger on their facebook page. I also used the complaints option on their website. No one has made contact with me. It is a lot of money and I need to rebook another flight with another airline with a flight at the required time. I just need them to answer their phones, emails or get a hold of a person instead of a robot that seems to have crashed.

I either need another flight to get me to Hong Kong in time for my connection from Hong Kong to San Francisco or I need a refund.

Please help!

Desired outcome: I either need another flight to get me to Hong Kong in time for my connection from Hong Kong to San Francisco or I need a refund.

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12:27 am EST

Cathay Pacific Airways Asia miles redemption ticket refund

My redemption ticket [protected] on JAL, Manila to Paris, refund ticket submitted online since Jan 12 ABS no response.

Jan 14 follow up call waited 30 mins tell I spoke to an agent.

Jan 18 followed up again agent said she will process the refund wait for email.

Jan 23 followed again talked to agent alex, he said the same wait for email

Jan 26 two weeks after filed for ticket refund … still no response nor any action were taken

Desired outcome: Please , I would appreciate some one response to my refund on my redemption

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Update by anli
Jan 26, 2023 12:31 am EST

Asiamiles membership service no longer responding to its member .

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2:35 am EST

Cathay Pacific Airways Hong Kong CX Reservation Department [protected]

The staff from Reservation staff was so unhelpful and even play tricks on customer. requested to have the case review that the booking was cancelled as not receiving any payment notice by email, in resulting booking was cancelled and never ever get any help and kept saying will be following up by senior staff whereas they never call back and not showing their help from hearts, it is totally not up to the service standard. I would like to enquiry about does anyone know how to write a complaint direct to head of customer service.

Desired outcome: Requesting to email for write in complaint

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12:13 pm EST
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Cathay Pacific Airways Cathay Pacific charged an extra $210 for the second piece of luggage.

My name is Ha Anh Do, a passenger on flight CX873 on January 16, 2023, from San Francisco to Hong Kong and continuing on flight CX743 from Hong Kong to Hanoi. When checking in at San Francisco airport, I was told by the counter that I am allowed to check in only 1 piece of luggage and that I have to pay an extra $210 for the 2nd piece. The CX employee at the counter said that because I have a cheap ticket, I can only check in 1 piece! Nothing was said on the ticket. The norm with other airlines is 2 pieces of luggage. I had to pay the extra fees but I am very upset and feel cheated. Furthermore, I will have to pay another $210 on my way back if I want to check in a 2nd piece of luggage. This is outrageous and I am requesting a refund. My ticket number is [protected]. I hope this complaint will be resolved satisfactorily. Otherwise, I will never fly with Cathay Pacific again. Thank you for your prompt attention to this matter and best regards. Signed Ha Anh Do.

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4:17 am EST

Cathay Pacific Airways Asiamiles was taken from my account (expired) during covid. I was pregnant and gave birth. Was not even allowed to travel by our government.

Asiamiles almost 60k worth was taken from my account (expired) during covid. I was pregnant and gave birth. Was not even allowed to travel by our government. No notice was given. Asked for it to be reinstated and up to now no feedback. Called asiamiles customer service multiple times, waited for over an hour to get to talk to a live person only to be told their system is down and they cannot check. Was informed they would call back but a week later still no call. Takes hours to connect to customer service just like what happened now only to be told again they will call me back as this time they cant reach the proper department.

Desired outcome: reinstatement off the expired miles

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Update by GsC19
Jan 11, 2023 9:41 pm EST

Cathay was not even flying during the period! So inconsiderate and scammy!

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7:28 am EDT
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Cathay Pacific Airways poor rude service of crew, different racial treatment

I was flying with my family of 4 with 2 young kids from London to Nagoya via HK on CX0256 on 20th October (London time). One of the air stewardesses, Ms Topaz Wong was especially rude to my wife, a Japanese national during dinner service. As my wife was on headphones and also attending to my 3 year old daughter, she might have not heard the stewardess asking her for her choice of meal. She then shouted ‘Dinner!, What do you want?', needless to say my wife was taken aback. My wife also noticed that she asked a Caucasian lady sitting just across from her in a polite manner and wondered about this difference in treatment.
A few hours later, my wife requested for a blanket for my daughter and herself through the call button and she then came back with the blankets and placed them right in front my wife's face, shouting ‘Blanket!'. By this time I was rather agitated at her behavior and pressed the call button as well. The same lady Ms Topaz Wong came by my aisle which I found strange as it was not her service aisle, I requested to see her supervisor immediately. Instead of her supervisor, she sent her colleague instead which I recognized from the same uniform, hoping she could hoodwink me. I eventually met with her flight supervisor and inflight supervisor for the flight. I was also informed by the inflight supervisor that I could also make a formal complaint.
After the flight, I made a formal complaint via their online portal. Ms Nirav Chandarana, a customer service executive attended to this case. Cathay Pacific just offered an apology and did not try to pay any other offers of compensation through miles or vouchers on this incident despite repeated requests. If this were other airlines, it would have been a different story. Cathay Pacific has poor training of crew members and customer service staff and service was bad even during this long haul flight. They also seem to offer preferential treatment to non-Asians as exhibited in this case. Please do not use this airline as the cheaper fees are not worth the unprofessional and insolent behavior of their crew and staff.

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5:48 am EDT

Cathay Pacific Airways stolen item from lost luggage

We flew on CX 178 from Melbourne to HK on sept 22 then transferred to siem reap KA142
My daughters bag didn't make the transfer and arrived on a flight later that day

When we received the bag the lock wouldn't open and we realised it had been tampered with. We finally broke it open to find a wireless speaker roll was missing. It was right at top of bag as you open the zip.

Can someone please contact me regarding a replacement of this item

Regards
Alex Graham
[protected]@gmail.com

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Cathay Pacific Airways contacts

Phone numbers

1800 233 2742 1800 268 6868 More phone numbers

Website

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CathayPacific/AsiaMiles is a SCAM
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