Cathay Pacific Airways
Reviews and Complaints

I took the flight CX355 from Beijing to Hongkong on 2024-04-29. It was delayed by almost two hours, consequently ny connecting flight to Hanoi CX743 was missed.

But that not the wort thing.

They offered me:

- A replaced flight 8:45am the next day (not bad)

- A stay in their lounge (not terrible)

- Being kicked off the louge at 1am

- Promised shower at the lounge, but it is not availble

- Stangled in the airport, sleeping on whatever I can find

- Zero compensation for my sufferings (after 1 week of non stop working in 2024 Beijing Automotive exhibition)

Why you treat your customers like this?

Why not a proper hotel? Or at least a sofa with a blanket?

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.

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

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.

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

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.

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]

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

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]

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.

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!

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

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.

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.

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.