Cathay Pacific Airways
Reviews and Complaints

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.

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

CX INCOMPETENCE

Tonight, I experienced the legendary Cathay Pacific Incompetence while departing from Taipei:

1. I was on CX365 which was delayed by 25 minutes. I arrived at gate B5 at 7:15pm as stated on my boarding pass. The CX staff checked my boarding pass and passport as they usually do and asked to proceed down to the boarding gate.

2. I waited at the boarding gate and noticed that it was past 19:45 and assumed that the flight was further slightly delayed.

3. Boarding started and as they scanned my ticket at 20:00, I was told that it was the wrong flight and that my flight was at B4 owing to a change of gate and that the flight had left.

4. I asked them why didn't the staff tell me that the gate had changed when she checked my boarding pass and passport?
5. They did not answer and just told me that the next flight with a seat was at 21:00.

6. I had no choice and said fine but still asked why didn't they tell me that the gate had changed when I arrived? Again, no answer.

7. Someone from CX then called me to tell me that I missed the flight and asked where I was. I said that I was at gate B5. They said that I should approach a CX counter to arrange another flight. I repeated that I was at gate B5 and that a CX staff was changing my flight.
8. In the end, still no explanation on why they did not say anything when they checked my ticket.

9. This whole situation casts doubt on CX's reliability in checking tickets and passports for security purposes if they don't even check if they passenger is at the right gate for the right flight!

Needless to say, this wasted my time owing to CX incompetence!

CX, you are really gradually becoming worst and worst! You may be facing financial challenges but don't forget that servicing your customers accurately is of utmost importance - you should learn from Singapore Airlines how to do it correctly no matter the circumstances!

i was travelling from Vancouver to new delhi on 14th august and i was suppose to reach india on 15 august 11:55 pm but my flight delayed from Vancouver and my stop was in Hong Kong and our flight from hong kong to delhi left us and due to delay . they issued us new boarding pass from Hong Kong to Kolkata and then Kolkata to delhi, but we had long stay for 6 hrs in Kolkata, but that was ok for me . when we landed at Kolkata the staff of cathay pacific started misbehaving and we were very disappointed with there behaviour and worse services . we din't even relaxed on airport, i made my mind never to travel with cathay pacific again .you guys need improvements

On my way from Manila to Singapore on 24 August 2017, Cathay Pacific's check-in staff at NAIA Terminal 3 neglected to tag my second piece of luggage. It was a large turquoise Lipault soft-shell luggage. Upon arrival in Singapore without the second luggage, I discovered that my boarding pass only had one luggage tag. I filed a report with dnata baggage services with reference number SINCX25647. They had difficulty tracking the luggage as it had never been assigned a tag. I also contacted the Cathay Pacific office at the NAIA Terminal 3 terminal and they claimed no untagged bags were reported on the day I flew. They were unwilling to investigate. After 2 weeks with no progress, dnata directed the matter to Cathay Pacific's in-house team. After another month they emailed me saying they could not resolve the matter and offered no compensation despite the fact that the ticket I purchased stated the airline would be liable in case of loss of the luggage:

Destruction, loss, damage or delay to baggage
In relation to all baggage claims the carrier may rely upon the defence of contributory negligence.
Where the Montreal Convention applies:
The carrier is liable for destruction, loss or damage to checked baggage subject to applicable defences of inherent defect, quality or vice.
The carrier is only liable for destruction, loss or damage to unchecked baggage if it is proven that it was at fault.
The carrier is liable for damage arising out of delay to baggage unless it can prove that it took allreasonable measures to avoid the damage or it was impossible forit to
take such measures.
Liability is limited to 1, 131 SDRs (approximately EUR 1, 410) per passenger for both checked and unchecked baggage.
Where the Warsaw Convention applies:
The carrier is liable for destruction, loss, damage or delay to baggage unless it can prove that it took allreasonable measures to avoid the damage or it was impossible
forit to take such measures.
Liability is limited to 17 SDRs (approximately EUR 21) per kilogram of checked baggage and a total of 332 SDRs (approximately EUR 414) in the case of unchecked
baggage. These limits do not apply if it is proven that the damage resulted from the carrier's reckless act or omission done with knowledge that damage would probably
result.
Where neither the Montreal nor the Warsaw Convention applies, different limits may be applied by local law. If local law does not specify any limits, the limits applicable
are the same as those forthe Warsaw Convention."

My ticket number: 160 [protected]
If anything can be done to rectify this problem I would be extremely grateful.
You may contact me at nix.[protected]@gmail.com

Dear Sir/Madam:

Date of incident 5 Jan 2018, time : start from 3 pm

After i have make my booking, i try to change my passport detail in my profile, but the system still show the old detail when i log in to check my profile detail.

I have try to call the customer service contact at [protected], the call put me on hold for more that 15 minutes and nobody pick up the call !

Appreciate somebody will call me back at [protected].

Thanks
Chow Soo Ching

Hello
I used Cathay Pacific last weekend from 25th to 26th of November to Hong Kong.
I would like to complain about the service.
This was my first time using Cathay Pacific.
On 25th of November, I was satisfied even though I had my seat arranged in the middle. I used 8:45 am CX 415. Going to Hong Kong was fine and I had no problem.
But the problem was return from Hong Kong to Incheon, Korea.
I used CX 418 at 14:05 on 26th of November. I went to my seat which was 43H. I found out theater it is located aisle side. There was a wall in front of my seat.
I want to put my important small bag close to me. Mostly the bag must be put under the seat, but I could not even put mine close to me. So I asked one of flight attendants if it is possible to put my small personal item in front of me. But he answered no and told me it is their policy. He did not explain why it is the policy. I also told him that it is unfair for me, but all he was talking about their policy and did not care about what I feel. Also, he told me rudely without smile on his face. It made me feel uncomfortable and upset because he did not care about what I felt and all he cared about was the policy without clear explanation. I really did not want to understand your policy anymore after his bad behavior. If he was talking nicely with smile and say sorry but it is the policy, I would understand your policy and would not leave this complaint. The flight attendant was a guy. I could not see his name tag clearly, but I think first letter was K.
I usually use airlines from Korea or the US. This was my first time using Cathay Pacific, but I have bad impression about this service. When I go to Hong Kong again, I can always choose other service.
If there is no reply from you, then I will take that as not to using your service again. That is no problem.

Dear Cathay Pacific,
This is to bring to your notice that your Flights flying from Bangalore(BLR) Karnataka INDIA, don’t have the regional languages movies that are KANNADA in the entertainment box.
If you don’t include the Kannada movies for the flight flying from Bangalore airport (BLR) we don’t choose your flight to fly from next time even my family and friends.

You should check with Emirates and Etihad airlines, they have many Kannada movies and they have food menu in Kannada.

This is a disservice to the local customers and despite doing business in Karnataka, you are ignoring the local language and also included other language movies except for KANNADA.

Could you let us know when this would be updated?

About the Kannada language:
1. Kannada is one of the oldest Indian languages
2. The Kannada language is as old as 2000 years
3. Kannada is the only Indian language for which a foreigner Ferdinand Kittel wrote a Dictionary
4. Kannada is 99.99% perfect logically and scientifically
5. The only Indian author who got maximum awards for literature is Shri Kuvempu who is a proud Kannadiga
6. Kannada is the only Indian language which got maximum GyanaPeetha Awards.
7. Kannada is one of the Indian languages to feature in Wikipedia logo

I don't like your food
And serve this guys misbehav with tell me our food like this as like to eat. I can't understand your flight policy
I can't travel with your airlines in future and I have 4 guys with me hi also complain for food bd service

SEC: 21
FLIGHT SEAT
CX663 70G
HKG BOM
Hong Kong Mumbai
DEPARTURE BOARDING TIME
15Sep17 20:05 19:25
PASSENGER GATE
SHAH/MALKESHKUMAR MR -

On the flight from Hong Kong to LHR my ultra lite suitcase was damaged. This was replaced at the airport but with a case weighing nearly 5 kg more. I have complained but get NO replies. All I expect is a like for like replacement. As a frequent traveler often for quite long trips 5 kg extra for my clothes is a lot.
The case reference is Case Ref: [protected]

I wish to complain about the current seat allocation system I purchased tickets for my self and my Wife in April 2017 to travel to the U.K. and return via Hong Kong I assumed that as I booked the tickets for the two of us we would be allocated seats together but on the flight CX103 13-07-2017 from Hong Kong to Cairns we were seated 4 rows apart we asked the check-in staff member in Heathrow if she could organise a change for us and she said she would put a request through to Hong Kong .At the departure gate I enquired if the change had been made the staff member at the gate said nothing could be done as the flight was full I asked the flight attendant as we entered the aircraft the same question and she said she sought something out, about 20 minutes into the flight I asked another flight attendant the same question and the male passenger was asked if he would swap seats with me which he did. My Wife is a very nervous traveller and was extremely upset that I wasn't sitting with her. On the same flight there were other family members seperated, a young Boy was in another row from his parents and another family were seperated with the Parents in one row and the children two rows away . I feel if you book your tickets together you should sat together.

Yesterday I flew from London heathrow to Manila
On my arrival to Manila on my delayed flight :( my luggage was missing
I was told by Cathay pacific in Manila airport not to worry as my bag was arriving at 11pm and it would be forwarded to me without any worry to my hotel ..
I got a email that night at 11.30 to say my bag was in Manila so I know it's in Manila less than 70km from me
well it's now 24 hours later and it's still not arrived
I was given anyone of 3 numbers to call but getting them to reply was proving impossible...for over 6 hours I tried to call the 3 telephone numbers provided but not once was it answered ...
They finally replied to one of my numerous emails after about 5 hours of waiting only to be told that my bag would not be getting delivered to my hotel until the following day ...that would be over 36 hours of waiting and I finally had enough and have went and purchased some new clothes and toiletries...be aware that Cathy pacific in Manila are beyond useless
And if you even get them to reply it will be a vague reply at best
I am writing this in the hope of making someone with authority from Cathay pacific to give there Manila staff a kick up the [censor] and tell them what there job entails ...
Never again will my bottom grace the seat of a Cathay pacific seat
Once bitten twice shy with me ...
My hotel was about 1 hours drive from Manila but it might have been a million miles away for all they cared ...

Dear CEO Mr John Slosar,

I am a Regular flyer and use Cathay pacific as my Carrier also for Friends.

I purchased a Refundable ticket for my Friend and alas had to cancel the ticket and was promised a Refund of £780:90 afterover £60 was taken off.

This refund was sent to my Old HSBC account in error as your staff were informed this account had been closed for some months.
At the time I asked for a refund and calling Twice there after I was informed by Reservations at Cathay pacific UK who spoke to the refunds department that My recently used New bank card at Nationwide would be the card this £780.90 refund would be sent to, indeed they give the correct last Four Digits and Correct expiry dates of my New Bank card!

After this refund was made on the 27th April 2016 I was left to phone around wondering where my money had gone to, Phoning my new Bank and Cathay Pacific several times.

Finally Cathay Pacific Reservations said the refunds department had sent my refund to my Old Closed HSBC account Not what I was informed twice before by them, and I should call the bank myself and ask for a Cheque to be sent to me, Literally washing their hands of it!

HSBC did not wish to know telling me its up to Cathay pacific "They sent the funds!" was all they said and I had to wait over 30 Minutes in a phone line to hear that! MORE EXPENSE!

Cathay pacific were contact several times by phone since with this update and asked where my refund of £780:90 was, and finally Your VERY slow to respond to emails and phone calls 'UK Cathay Pacific Refunds department' actually called me (7th May 2016) while I was left to again contact my Old closed bank at HSBC. HSBC said Cathay pacific should contact them and ask for a "Payment Raise" (a Search for funds). I had to contact Cathay Pacific UK Refunds Via your UK Reservations to explain this again.

I was informed finally on Friday 6th May 2016 by Your Cathay Pacific Refunds department who still had No Idea where my Refund of £780:90 had gone, they may know more by next week she said apathetically?

Several expensive Phone calls later to all concerned, Including Cathay pacific UK Reservations, Refunds, HSBC, CAA, Financial Ombudsman etc, etc I still have NO Idea when I will get my £780:90 Refund and this whole appalling Unprofessional Treatment has left me Financially in difficulties, with Huge phone costs and extreme upset that has led to ill health due to the Burden of Phone calls, Time & energy attempting to resolve this mess and distress unnecessarily created by Cathay Pacific UK Refunds Department etc.

I am Utterly appalled at the way I have been treated as a Loyal Cathay pacific customer who thought Cathay pacific was Better and more professional than this? Still My Refund of £780.90 is nowhere in Sight.

I have made a complaint To the CAA and will be pursuing this vigorously I will be reviewing my Experiences in Consumer Reviews accross the globe and contacting BBC Watchdog to name but only a few. I am seeking compensation for the costs incured etc and a Full refund.

This is Disgraceful the way I have been treated and I am horrorfied at the deliberate Indifference of all concerned at Cathay pacific concerning this Mess.

No customer let alone a Regular Loyal Cathay Pacific customer should go through this Unprofessionalism.

We look forward to your Response Please. Thank You.

I cannot see how I can use my Asia Miles after transferring points to them from Avion. Problem : I can book a flight outbound from Vancouver to Hong Kong, but there is NEVER any return flight available on an the same fare basis ! Who in their right mind would accept a "standby" on the return portion ? This has been going on for two years. I phoned them last year and basically their agent lied, saying the flights I picked for return just happened to be busy. I have never found any that were available. This appears to be a carefully designed ploy to get more money out of the traveler by getting them to pay for the return with more points or a cash surcharge to "guarantee" the return portion of the ticket ! False advertising. Royal Bank Avion should discontinue dealing with this company because it reflects poorly on the bank. I asked Asia Miles in writing that my points be transferred back to Avion and they wouldn't do it. Lately, it seems the only way you can transfer points from Asia Miles to another program is through points.com . I have tried this with no success so far. WARNING TO AVION CUSTOMERS : DO NOT FLY WITH CATHAY PACIFIC.

I would like to add my complaint to the already long list i read. I purchased economy class tickets, with intention to use my Asia Miles to upgrade to premium economy. As most of you would know, this means I need to purchase a higher class (more expensive) economy tickets because the cheapers ones will not allow an upgrade. As such .. I paid RM500 x 4 tickets (so approximately RM2000 / USD500 for all for tickets). Prior to this, I had checked to ensure availability of the upgrade, etc. I did manage to get my upgrades, and was a happy critter for a short period of time. I was then informed that the return flight had to change planes which does not carry Premium Economy, and as such I am downgraded back to economy. I would not have minded economy, BUT ... 1) They wanted to take away 10, 000 points for 1 way upgrade (15, 000 for two ways) 2) I had paid extra for the tickets to get upgraded, and now I can only upgrade 1 way 3) Had I known this could not be done on the return, I would not have chosen that late night flight that lands after midnight, especially with kids. No one can help in a call. I was kept on hold forever ... the answer is the same! I wrote a complaint ... no answer for 10 days. I wrote to ask why no response. Finally they call ... but same answer as before.. "we're sorry ..." The best they can do is to refund 7500 points (half) ... which is USELESS for me now because I am totally pissed off with this. So now ... I have NO CHOICE. - I have already paid an extra RM2000 for 4 tickets and can only get an upgrade for 1 way - I am on a flight I don't like because I can no longer change to an earlier flight. I would never have selected this flight, if not for the upgrade which I now don't have Its a wonderful start to a holiday ... and I have Asia Miles to thank for it !

My flight date is 19/5/2015 Cathay Pacific airline flight no cx 694
Sec:54 dep:01:10. Economy class 62A
Seat is so bad condition when I comlait to staf the tell us we can't do any thing . The also call head staff the also say us we can not do any thing . And after this I have no opption so I take the seat seat can not adjustable some technical problem then I use data cable plug is also not working.
After this when food serve to me the food quality is also so bad .

This email is regarding a complaint on my 2 current bookings with Cathay Pacific in particular on the one concerning an award redemption booking (32ZBGB). The 2 bookings I have made are for my 70 years old dad traveling with my 5 years old son from Hong Kong to San Francisco. First, I have to make numerous phone calls in order to check and recheck on availabilities for award redemption as I have been told that there are not a single available seat for redemption during the entire month of April. Finally after at least 5 attempts, I could able to secured a booking to depart on June 13th, but the flight is not ideal since CX872 departing from HK will arrive at 11pm which would not have sufficient for connection flight. However, since there was only 1 choice for the whole entire month of June, I had to take it and has been told I could request to be put on the waitlist for CX870 (the flight that would arrive SFO in the morning for sufficient connection). I then proceeded to book my son's flight (4IE766) and it was as done in one phone call. This paid ticket has much higher privileges and flight time choices. In fact, during another 5 attempts to connect with Cathay Pacific Marco Polo Club during the month of May, I have tried to quote 4IE766 flight first and seats were available basically any date during the month of June. However, since a junior ticket has to be connected to an adult ticket and in this case the adult ticket is a redemption booking, there are NO seats available. I have tried to call many times and even spoken with a supervisor and were only advised that there are only limited available award seats as set by the headquarters and ALL of the CX870 flights from the period of June 13 to June 23 were shown fully booked. So therefore, I have left with NO choice but to stick with the ONLY AVAILABLE SEAT for the entire month. I would have to sadly see my dad and my son gone off to San Francisco, knowing after 14 plus hours flight they will still need to be stuck in the airport for at least 8 hours before the first connection flight to Seattle, their final destination of this trip.

This is not the first time I have trouble redeeming Asiamiles with Cathay Pacific and I have to say that every single time was an extremely unpleasant experience. It appears to me that Cathay Pacific only reserve/allow EXTREMELY limited amount of seats that could be available for redemption booking, in particular on popular routes and flights. This makes redemption choices extremely limited and the process is difficult for both customer end and Marco Polo representative. There is another redemption booking (33B2JC) under my profile for my mom and I have been told that there is not a single available seat on the route HKG to SFO for the entire 2 months of November and December. In this case, what is the purpose of award redemption? As a loyal customer of Cathay Pacific, I do not feel privileged or well-treated. Cathay Pacific spent so much advertisement on promoting their flight attendants or pilots which they mostly posted like models. I do not feel like their appearance has anything to do with service. In fact Cathay Pacific continuous to be one of airlines that gives poorest services on most of the check points. After 6 years of traveling with Cathay, I cannot pin point anytime I felt valued as a customer. I hope this massage can be escalated to get some attention and I will continue to search on my professional network to find the right person who set up the guidelines on award redemption process, as this current set up is completely deviated from the purpose of customer appreciation.

I have not had bad experiences with Cathay in the past so I wanted to give them the benefit of the doubt, but I have just had a bad experience with the airline and wanted to report it because my business schedule is now completely messed up.

Basically, I arrived late 45 minutes before the flight departure and Katie Mok would not check me in. Granted, she did try, and she asked her manager but they said that because it would require opening the records again they could not do it...so they inconvenienced me simply because they could not re-open the records? Does this mean they could have got me on the flight but didn't bother? I was there 45 (45!) minutes before the flight. Yes, this is late, but this should not mean that a customer should be turned away like this. The male manager who helped out did offer to put me on a later flight, but he did not offer any solution to getting me on the 9:20am flight - though I am sure he could have put me on if he tried. In addition, my main reason for being late was because of massive construction going on round the airport express in Kowloon, which caused the taxi to take a long route round and caused me to miss the in-town check-in cut-off time.

So, I was pushed to stand-by for the 4pm flight and I now have to wait and watch my flight take off while I sit here and do nothing. They have not offered me a seat in a lounge or anything as well and just left me - though they are trying to get me on the next flight.

I am sure the manager and Katie could have put me on the 9:20am flight if they tried harder as I once before arrived at a gate 35 minutes before and they managed to put me on the flight on another airline.

My schedule is now destroyed and I am not sure what to do thanks to this situation. I know passengers should arrive 60-plus minutes before the flight, but sometimes there are situations like this which arise so I think it would be nice of the Cathay team to allow passengers a bit of flexibility. Especially when it is clear that there is enough time for the passenger to make the flight.

I am highly disappointed and do not know what I can do now.

I learned my lesson that in order to register for an UM (Unaccompanied Minor) service, customer has to book the ticket via phone at the point of booking the ticket.

On July 8, I spent more than an hour (including the waiting and listening to Robbie Williams song) on the phone with Marco Polo club agent on the phone and booked a ticket for our kid stated clearly that this will be a ticket with UM service. I provided my credit details for payment of both the ticket, tax and the UM service which was informed by the agent on the phone and I accepted to pay. 3 days later, when I checked my credit bill online, I don't see the amount of the UM service being charged, call back to Marco Polo immediately, I was informed that the UM booking cannot be applied after the ticket is booked. This is ridiculous! I urged them to replay the recorded phone conversation I had on July 8, that this is their fault for forgetting my order when I placed my order right at that very moment when booking the ticket & now it's the customer's fault and we have to suck up with it?

I'm still waiting for CX's reply because I don't think I have to cope with their mistaken in this case. No way.