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  1. 5.0

    I am a diamond card member since 2014 as well as my staffs. My company spent more than 2 million HKD each year only by travelling with CX. Today I will call an end with CX immediately by the poor service they are giving to us now a day.
    All these years, I dont call service centre and asked for any special requirement at all. I am not a trouble customer although I believe I could receive a better help if I am needed.
    There are several cases that turn me down and I will try to cut it short.
    Three months ago, I travelled from Sydney to HK and my flight was scheduled at 1.30pm around, I arrived the airport at 7am since there was a earlier flight and they are not full. I asked if I can travel the earlier flight and the counter told me to call ticketing and since I am a diamond card plus I am in business class, there shouldn’t be any problem. I called ticketing and they said I need to pay extra 2000hkd to change the flight. I explained to him my membership and still the same and he suggested me to call macro polo and they may able to help me. I called marco polo and after 20mins of checking and asking still the same 2000hkd I have to pay. I was so disappointed after 40mins totally I spent and it came the same result that I got from the counter in Sydney so what’s the point for having a diamond card help desk while they are not really helping at all?

    Also, I travel with my wife sometimes but she is still a silver card member. In Hong Kong, they offer a pick up service to the gate for diamond card member but what’s the point to give me one ticket and my wife needs to walk to the gate? several time I asked if I can get a extra ticket to pick her up as well with me and always NO. so what’s the point here ? I dont travel with a group of 4, but only 2, and she is traveling by business class as well.

    When I went to holiday with my wife and 2 kids ( age 4 and 6). I went to the first class lounge and see if they can allow me to bring them in ( normally only allowing 2 guests). the answer was always, sorry, it is not allowed.

    Today, I called Cathay and asked for a schedule change for my tomorrow flight from Bangkok to HK. I need a earlier flight. My friend who is working in Cathay saw there are lots of seats availability but need to pay for 900hkd penalties. So again , I called diamond card hotline and of course, no help except long distance call charge and I end up here writing this complaint letter.

    This is a end end relationship unless I receive a serious apology from Cathay plus a solid promising service upgrade for me in the future.

    Maybe I am not enough in the phone and in the airport counter. I saw many times travelers without any membership status get a much positive answer for their flight change without paying anything while i dont get even one time when asking nicely.

    CX, how successful that you made a loyal customer what to swear at your company at last.

  2. 1.0

    Buy One Business Class(BC) – Companion Redemption Eligibility – No chance of determining if the Companion Redemption was indeed available, one has to purchase one BC first. Bingo, you pay for the BC only to find out that there was in fact no-availability for this class redemption. Ticket for April 2019 and purchase made on 7th July 2018. Out of panic, I was forced to purchase another BC ticket as both me and my husband was going on that trip.
    My contention is: the online advertisement, buy one BC, redeem a Companion ticket at a lesser mileage benefit was a “misrepresentation”, unfair trading practice to lure customers to an empty promise!
    My hope and solution : Cathay issue me the Companion redemption as promised without any penalties on cancellation or change in our existing tickets OR refund both the purchased BC tickets without penalty so that I have a choice to rebook my tickets with any airlines I choose.
    Two letters and the respond from Cathay is “too bad” we don’t care even though you have been a very loyal customer. I feel cheated and now robbed of all hope with Cathay Airways. Can someone in Cathay, if you value your good clients, show them good faith and help resolve our issues.

  3. 1.0

    I booked a connecting flight of my entire family from India to Melbourne via Hong Kong, Their first flight got delayed and just by 2 minutes they closed the gate and didn’t let us the board for connecting flight from Hong Kong. Its such a worst service and they have no apology for us. This is such a horrible incident with the worst customer service ever. I will never book flights with them and won’t recommend to anyone.
    Worst Airlines in the World.

  4. 5.0

    Hi,
    I flew from HK to BLR on 31st Aug.. reaching Bangalore after waiting for the baggage for more than 45min, finally learnt that my baggage is missing. The customer service team couldn’t trace it and they just taken the complaint and sent me without my baggage..next day morning they informed still they couldn’t trace it.2nd day they could able to find it that the bag is still in HK and they got me back next day.. They deliver the bag. 2 days without baggage and the trouble I had due to this and the tesnion and mental agony experienced due to their negligence and poor baggage management. I strongly doesn’t recommend Cathay for any future travel and I will make sure no colleagues from my office will take this airline in future..

  5. 1.0

    On 14th August my son flew from Durban to Hang Zhou in China to start a 1 year teaching contract. Because he was going for 1 year, he took 3 bags with a total of 67Kg. I tried to find out what this would cost by going on their website – but it was impossible to work out, or find any way to pay for this, despite their website promising it was 25% cheaper to pay ahead of time. Imagine my shock when my son was actually checking in at 5:00 a.m. in Durban that Cathay Pacific wanted R31,450 (that’s almost $2,500USD) for 37Kg of extra baggage. I could not believe that they could possibly charge that much – and I argued with them to the point that my son almost missed the flight. Eventually I paid, in order for my son to make the flight – believing that it was an obvious miscalculation and that eventually some intelligent person would check and discover that there was an error, and that they would eventually refund the bulk of that figure. Nope – today I finally received an email from Cathay Pacific confirming that this is the correct amount. R31,450 for 37Kg of excess baggage. They have claimed that R9990 was for the excess baggage between Durban and Johannesburg, on a flight that was actually flown by BA – when the BA check-in clerk informed me that the BA rate for 37 Kg of excess baggage between Durban and Johannesburg would have been R450.

    I am trying to understand how Cathay Pacific can possibly justify that charge for 37Kg of baggage – I tried to explain to them that I could have purchased an extra ticket and flown with the baggage to Hang Zhou and returned – for less than the charge.. It is an unrealistic and exorbitant charge.

    I have subsequently discovered that most airlines flying that same route offer 45Kg of free baggage.

    Cathay Pacific – you suck! I thought that you were an honorable airline – clearly I was mistaken.

  6. 5.0

    I flew from HK to BKK August 20.35 CX617. Only at 9pm when we were due to board were we informed that there was a delay due to the in flight entertainment not working!? We waited until 12am to be told that the technician could not fix the problem and we had to change planes, leading to a further delay. We did not take off until after 1am. We were allocated only HK$75 at Starbucks.

    My issues were this:
    1. a significant delay due to in flight entertainment is not an acceptable reason to delay the flight by 4 hours. It was an evening flight and I and I presume others, preferred to just get to BKK.
    2. We were not informed of the delays until we were just due to board – twice. This also is not reasonable. Surely CP should have been kept abreast of the issues and delays and passed these onto the passengers much earlier.
    3. Additional compensation should have been offered including financial recompense for the inconvenience and lack of information provided.

    I expected much more from CP.

  7. 5.0

    I called your hotline on 1/July around 4:03 and wait for around 25 mins ,English staff answered. I told him first of all I wonder why the Chinese version need to wait such a long time I told him more than 30mins the waiting time is longer than in the morning and yes I called 3:16 and wait 46 mins still no one pick. He told me we are not serving hk only we serve worldwide, of course I knew that his attitude and tone was so bad, then I ask my question . Could Marco Polo member can call center to help for doing the 48 hours per check in to reserve the seat if the lowest fare, he was more rude he said even first class we won’t do that! All the way with humiliat tone , you can go back the record and I requested you can view the cctv of your night shift staff if they are really attentive for work although is 4 in the morning but this is your job I wish my sadness can help to improve your quality. Thx
    Feel free to call if any quries.

  8. 5.0

    Last week I purchased a ticket with Cathay Pacific at the Cebu ticket office for wife, who is from Nepal. She is flying a round trip from Kathmandu, Nepal to Cebu Philippines with a connecting flight in Hong Kong. After spending an hour at the office, I was then told my wife had to have a VISA in Hong Kong where she is just connecting to another flight. Without a VISA, your employees said she would not be allowed her to board her flight on her first leg. My wife is on a connecting flight in Hong Kong and is not leaving the airport. I have never seen where you are required to have a VISA in any country when you are just connecting to another flight.
    I went to the Chinese Embassy in Cebu. They said that my wife DOES NOT need a visa when she is connecting on another flight. They gave me a print out form from their Chinese Embassy web site that states:
    ” Do I need a Transit Visa when taking a connecting flight?”
    Visas are not required for transit passengers who hold tickets and have booked seats on international airlines flying on route to a third country no more than 24 hours in advance.
    That pretty much sums it up. NO VISA IS REQUIRED. Yet the two clerks at the Cebu office are still telling me my wife has to have a VISA. The entire room at the embassy was laughing when I am telling them this story. I have been to the Chinese Embassy three times now and they repeatedly have told me no visa is required. Can you please help get this problem solved. Thank You

  9. 1.0

    Racist, illogical, idiot staff ever.. DONT FLY WITH CATHAY
    This is the worst experience I have ever had with Cathay Pacific. I had travel from from BOM to LAX with connecting flight from HKG on 1/10/2018. I had bought some duty free perfumes from BOM airport in INDIA, the perfumes were all sealed and were allowed to take in cabin baggage from BOM to HKG. At HKG aiport while boarding LAX flight, the Cathay pacific baggage check person at airport made me open the sealed duty free bag to take out and dispose off 200 ml fragrance package. I am not sure if your staff understands meaning of things being duty free. Your staff at airport is rude and argumentative, they do not understand any airline rules. They could not even explain me why duty free, sealed, perfume is not allowed on the plane. During this whole time while your ground staff was busy arguing illogical imgination, they made my wife and my 7 month old daughter wait for special security check while flight take off was 20 min away. If you don’t allow anything more than 100 ml liquid then your airlines should also stop selling in flight duty free liquor and perfumes that exceed more than 100ml. On one side you make me remove $100 perfume that was bought from duty free and sealed and on other side you shamelessly sell your product on flight. I have bought 700ml duty free scotch on HKG airport and got in cabin luggage without any issues in past. Is this case of racial profiling or airport discrimination? I am now approaching lawyers and US department of transport for this discriminatory treatment, if this issue is unresolved from your airline. I need compensation of this loss. I have all the receipts of duty free sale and form that they made me fill at HKG airport. I have always liked Cathay pacific in past and bought at least 10 LAX_BOM tickets for my family members in last one year, but after this harassing experience I am never flying with Cathay Pacific after this worst experience.

  10. 1.0

    Racist, Humiliating, Horrible and Shocking Experience :

    My mother was traveling alone from LAX to BOM via HKG International airport. Her booking reference no is : 5WWO44

    She is 60 years old and suffering from Sciatica (severe level) and she can not walk for longer distance. Hence I’ve requested wheel chair assistance and i was assured by your team while booking that she will get assistance and i do not need to worry about it.

    on Dec 27, after landing from 16 hours long flight from LAX to HKG, at Hong Kong airport she asked for wheel chair assistance and she was told by ground staff that they can not help her since she is Indian and going to Mumbai, India. Along with her, there were several elderly passengers from India who were in need of wheel chair assistance and they all were denied saying same reason that they’re Indian and they don’t required help.

    My mom was also told by ground staff that if she continues to wait for wheel chair assistance, she will miss her flight and they’re not responsible for that. My mom tried to argue with staff but they kept her saying above lines so rudely and rest of all conversation among themselves was in native language which no one understood there.

    Finally along with other passengers, my mom started walking and somehow able to reach to the gate of next flight and complain again over there. Officer on duty said that they can’t help with the situation because those staff do not report to him. Again very rude reply.

    Meanwhile, the lady who denied my mom for wheel chair assistance, came over, did some paperwork to ensure that she provided wheel chair assistance, though she did not and left. Most likely she did that to save her job.

    When my mom boarded flight, she asked for help to put carry on bag in over the head cabins and flight crew staff denied to help her and asked her to do it by herself. Some Gentleman helped her to place her cabin bag.

    My mom has been visiting us in USA from India since last 3 years regularly through different airlines and this is first time we booked through Cathay pacific airlines and experience was racist, humiliating, horrible and shocking in return journey.

    Since she has to walk very long at HKG airport, she developed paid of sciatica again and had to visit doctor immediately after landing at Mumbai.

    This is not acceptable. We’re not paying money for racism & humiliation.

    If your airlines do not like business from Indians, please stop operations in India and do not take booking from Indian origin people.

    Common people (especially elderly with medical condition) should not suffer due to India – China border issues or any other stupid political issues.

    I will never ever book tickets through Cathay Pacific Airlines and will surely ask all my friends and relatives not to use this airlines.

  11. 5.0

    I had the misfortune of travelling by AIR CHINA and CATHAY on 11/29 by flight CA986 which was delayed by over 8 hours.The flights that I had to take to Delhi was CA947 reaching Del on 12/01 at 0140 hours.

    Since we had missed the next flight to Delhi, I had been rerouted on flight CA111 on 12/01 from Beijing to Hong Kong and then flight CX 695 from Hong Kong to New Delhi the same day. When I reached Hong Kong, I inquired about my baggage and was told that it had not accompanied me. I was assured by Air China Staff at Hong Kong that it would be sent to Delhi by the Air China flight by which I was to reach Delhi on Dec 02. The Cathay Pacific staff at Hong Kong advised me to fill in a report at New Delhi with the Cathay staff and then inform Air China
    When I reached Delhi, I contacted the Cathay staff and filled in the missing luggage report. The report that was filled in was simply a form with no number generated. The staff simply asked me to fill in the form. This had no number and I was not given a copy. I however photographed the form and the baggage tag which i handed over.

    Now here is the thing
    I had come to India for 3 weddings of my relatives at Lucknow and Delhi. The baggage ( Samsonite Black & Green Skybag ) contained 4 suits for myself and 4 Michael Kors purses for the two weddings . The intention was to give the purses to the two brides and the cash to the two would be husbands.

    I asked for compensation at the airport and did not receive any compensation despite explaining to the staff that I needed money for toiletry/something to wear and my medication. I take medication for diabetes and have limited supply of medicine in my carry on bag

    I had to travel to Lucknow in the same clothes that I came and had to borrow money from my relatives to give presents and to get my toiletries , food , travel expenses and clothing for the wedding. All my checkbooks etc were with the luggage and 12/2 and 12/03 were holidays.

    All through I had been following up with CX staff for the bags and did not receive any emails or phones from them. They told me each day that bags were still in Beijing and Air China needed to deal with them .When I contacted Air China I was told that it was Cathay Pacific that needed to do the needful. My wife who was in US also kept on following with Air China /CX staff at SFO /Beijing and Hong Kong.
    Subsequently she informed me that the baggage claim form reference number was not generated by Cathay Paciifc at New Delhi and I needed to follow up. Only after the reference number was generated could Air china release the luggage. While I was following up from Lucknow, my wife was doing so from SFO and all this time the staff at IG airport new Delhi was sitting on the request form .

    Yesterday on Dec 5 at 5pm I received the bags. I was told that they would arrive at 12 pm and then 1 pm and then 3 and finally they arrived at 5 pm . I wasted the entire day waiting for them. They had also told me that they would be sending me Rs 3000 compensation as in interim measure and a claim form but when the courier came there was no money and no form. NO COMPENSATION NO FOLLOW UP.

  12. 5.0

    On my 3rd trip to Europe, I flew with Cathay Pacific and as per my experience and personal encounter with the CX flight crew fr Hkg to Madrid on Economy class as well as the attendant on the Help Desk in Hkg, I wish that CX staff would be more courteous and polite because I noticed how they would respond to passengers with a tone in their voice and would answer back with disgust to simple requests. The lady in the Help desk was even short of being rude and had a smirk on her face when I asked nicely if I should go straight to the boarding gate which is very disheartening specially coming from a 12hr flight. Because of this experience, I would have second thoughts about flying with Cathay Pacific again, to think, I am a Marcopolo club member.

  13. 5.0

    Flew to sydney with my 10yr old granddaughter on26 july arrived 8.20pm thurs 27 july our luggage did not.they said if it did not arrive in 2to3 days they would email me a complaints form,the first case arrived thurs3rd aug.the second 9pm sun6th aug still no complaints form.I asked at least 3times twice on the 6th aug,we didnt even get an emergency payment.l flew home on wed9th imagine my surprise after I emailed again to be told that now I was home I could not make aclaim.
    To say your treatment of myself and my granddaughter was disgraceful is an understatement, we had to spend precious days of our holiday looking for shops to replace our belongings not to mention the extra money it cost,it will take a while to pay this off.
    My advice to everyone is fly with another airline.
    I can’t tell you how disappointed and upset I am over this.

  14. 1.0

    Booking Reference : OHGJY4

    My flight was supposed to depart at 12:30 PM from Beijing to Hong Kong – and i got a message that it is delayed

    first it was 13:50 then 14:45 then 16:00 and finally i started at 18:00 in the evening.

    I have reached Hong Kong by 21:30 by the time my connecting flight to bangalore was already left. and I was dead shocked.

    We were 7 people who were suppoosed to go to bangalore.

    We have contacted the people over there and the staff was never bothered to help us, We have waiting till 03:30 in the morning for VISA Hotel and other issues.

    After 3:30 they came and gave 6 VISA’s and for me they said due to technical problem they can’t provide a VISA for me.

    Then i asked what do i do now – they told me simply – we don’t have any alternate flights now. We will proceed you to check in, and we will get you a seat in tomorrow’s flight

    So they mean i have to wait for 28 hours in the airport.

    They I had no option other than that – I have waited for 26 hours, when i went to Service Desk and asked about Shower they barely responded.

    Again the flight which was suppoosed to leave by 21:05 PM on 16th July – started at 12:00 am on 17th July.

    So i have waited for 30 Hours in the airport – for no reason.

    So here – my questions are

    1. Why they haven’t searched for alternate way to provoide a VISA for me ?

    2. How can they expect a person to wait for 30 hours in the airport ?

    3. Why the people of Cathay Dragon and Cathay Pacific people are so careless about their customers ?

    4. When the other 6 people got VISA and Whats the problem with me ? Even though this is my first international Trip ?

  15. 1.0

    Cathay Pacific Lounge and check in desk with discriminating attitude, silver marco polo member

    On 7 July 2017, My sick mother and I were told that the flight was about 3 hours delay . My mother just caught a cold/ flu and is on medication which made her drowsy. Our flight to Hanoi KA 294 was supposed to be departing at 17:40, however it was delayed to 20.20.
    The airport was busy and there were a lot of passengers with flights delayed and nowhere to sit. some were on the floor.

    I asked the young lady at the check-in desk nicely for a complimentary lounge pass for my mother so that she could take a seat. The young lady said that it is against company policy to extend my marco polo silver membership to include guests. I explained that I totally understand the usual policy, but the flight was so delayed and my mother was unwell. Please do not presume that the the lounge is so desirable that one would walk though fire to be in it. I begged her for her understanding, she repeated her line in a parrot fashion. I sat mother down on the conveyor belt, when i knew that the saga was going to last for some time.

    I told her that I should not waste any more of her time, but she should send for the manager. The manger arrived and immediately apologised and granted what was asked. I asked the lady whether she knew what she did wrong. She looked at me defiantly and said no. At this time, the manager was still present, I asked the manager to stand next to me so he could have a better view of the lady’s facial expression, i repeated my question, and received the same unsympathetic and defiant ‘no’. The manager witnessed what i saw and said he would provide training immediately.

    Mother and i went through security and made our way to the lounge, only when we arrived, that we received Rude Cathay Staff 2. We were treated like criminals trying to break in. I really wonder why Cathay thinks that every one needs to go through hell to get access to the lounge. I have never been in a lounge with such rude staff and bad service.

    there were two ladies and one man at t he lounge entrance. The man at the lounge entrance was the worst. He did not even look at you when he spoke to you. i have to say, ” I am talking to you.”.
    He simply told us that we cannot get in, and there is no message on the system, and that they could not find the responsible person at check-in desk, nor the fictitious ‘manager’ i mentioned. When they eventually found the name of the responsible fictitious manager, they told me that he was off duty.

    Mother and I continued to stand there like criminals, waiting for a death sentence.

    Eventually, they found the lounge supervisor (Alan) and he verified that he did indeed speak to the check-in desk manager. We were allowed in. I asked Alan, the lounge supervisor, to come adn look for me, which he did. The only capable and polite staff in the discrimination saga, who understood immediately and said training was definitely wanting.

    i post this here only to hope that others will not be treated like criminals. If this is how Cathay treats their frequent flyers I would not wish to see how they treat others. I by chance saw the comments posted by a business class flyer with family and I am appalled by how they were treated.

    Shame on Cathay.

  16. 1.0

    Booking code : 4223C Brussels – Cebu

    I would like to make a complaint.
    First for our missed connecting flight from Hong Kong to Cebu.
    They let us wait too long at the service desk and they say we have to wait 30 minutes but it took us 2 hours to wait.
    Then the 2 pieces of check-in baggage got lost, because we were tired of traveling, we started to search for it, after we make again and again a request for it, until they find it somewhere in the downstairs.
    Around 20:00 hour we arrived finally in the hotel, we had a dinner, but we had to pay 15,72 euro for 2 pieces of Orange Juice (see bill), they say it was not included. Also breakfast was not included, they say at the reception.
    We already paid for a hotel in Cebu and lost one 1 day of our vacation. Also in the return our flights where not confirmed and i could not check-in online, so had to contact with service desk. Lucky the flight was not fully booked.

  17. 1.0

    I am really disappointed with the Cathay pacific airlines, it seems that your staffs didnt handle my complain properly. I got a reply from Heathrow baggage group regarding my baggage damaged just one week ago and they refused to be responsible. They said that China airlines will need to responsible because they are the last carrier. However, how come they are responsible if the baggage dint actually fly with their flight??? The baggage was still in Hong Kong and flew to Surabaya for the next day with several damage. I am not happy because it seems that they refuse to compensate me of every broken items which I have in there. My son’s toys have been broken, my dress gets spilled by powder milk all over, 2 tins of milk also opened and spills everywhere but no compensation has been given to me.

    Further, I called Cathay Pacific in the UK on the 19 February 2107 that I will unable to make my journey for the 21 February because I am ill and unfit to fly. I was going to ask for a refund, but the customer service who I spoke to said it is better to change the dated until I fit to fly again. But, I had operation on the 21 of February, and again on the 22 March. I am still on the recovery process until now and I am not sure when the docter will allowed me to fly back to London. I want to get refund for my ticket due to my medical condition. I am really not happy because Cathay customer service keeps put me back and forward with travel agent. First, they said that I need to contact the travel agent in order to get a refund and the travel agent will contact Cathay to request a refund due to medical condition and the refund team at Cathay pacific will look at this case. I called my travel agent and wait 45 min on hold because they said they get difficulty to talk to Cathay pacific customer service. This is ridiculous amount time of waiting because why no one seems care to answer the phone call ? I tried to contact them again and the travel again said that cathay will not give a refund eventhough due to medical condition. I think this is really unfair because how come the refund team decide this without even looking the case, how come they decide this in 1 minute. I would like a partial refund for this ticket because I haven’t use it at all. I can send you my medical certificate, note and hospital letter as a proof of my medical condition.

    I have been disappointed so many times and had very bad experience with my flight from London to Surabaya and I don’t even get any compensation about my baggage delay and damage. I would demand Cathay pacific to refund my ticket partially for £229.23 for the compensation of my baggage delay and damaged plus all the inconvenience which has been caused because I need to catch my flight from Singapore to Surabaya instead of from Hongkong. It was wasting my time and I arrived at home late for my son birthday party and I lost that moment forever now, I cant have this moment back because cathay pacific re-routing my flight .

    I enclosed the conversation that I have with baggage departmenet in London , where they replied my message very slow, like 3 weeks after and I also enlosed my medical note for the proove that I am unfit to fly. Can I just mention that my operation was something to do with my caesarian stitches in the begginning perhaps because carried a lots of heavy suitcase. As I mention before that your staffs at Heathrow airport asked me to repacking 3 times and give no help whatsover to put the bag in the scale belt at airport to weight them even I already mention so heavy and I need help. In flight service was really bad too. One of the flight attendant called MEOW was very rude and moody just because I asked her to get me a sugar for my tea.

    I hope, as Cathay pacific CEO you will looking my case carefully and wisely. Also, imagine if you were in my position as a passanger, what would you expect from your long hour flight ? I am sure not the same experience like what I had with Cathay Pacific.

    Thank you and I am looking forward to hear from you

  18. 1.0

    I am emailing you with a complaint about a recent flight we have taken with Cathay Dragon/ Pacific. We arrived at HKG 23:42 (CX536) on a flight that had been delayed departing from Bali (DPS) by 20mins. I spoke to a member of your ground staff before we left who assured me we would make our connection despite this.
    We arrived in building at 23:55 to be greeted with a representative holding a sign advising us we could not connect to the LHW 00:25 (CX255) departure. The staff member was actually stood in front of an even larger sign advising you should not arrive at gate less than 10mins prior. It would not have taken long to reach the correct gate. The staff member spoke poor English and kept insisting we were flying into Gateway which lead to even more time wasting confusion. It transpires we were to be flying into Gatwick instead of Heathrow which of course was not what we wanted but she acted like she was doing us a favour. She was completely unapologetic and spent a lot of time on her mobile. Since she already had preprinted boarding passes we guessed (and desk staff confirmed) the decision had already been made to ‘bump’ us from an already overbooked flight.

    We were told all seats together when in fact they were separated. We had already selected our seats some weeks ago so we could each sit with a child. My daughter also did not receive a child meal as pre booked.

    We were also redirected on to a flight coming into Gatwick (CX343) not Heathrow so obviously our return journey wasn’t even coming into the same airport. These airports are nowhere near each other & not where our pre booked collection was due.

    We felt we had no choice but to take Gatwick flight in the end as we were told ‘pompously’ it may be a “few days” before we could get a direct flight to Heathrow or tomorrow we could possibly go via Amsterdam! Surely this is some kind of deplorable joke when you are dealing with a family traveling with children. It’s odd but we managed to board that flight at Final Call with 10mins to takeoff. Surely we could have actually boarded our booked flight with 20mins to spare then? Although, as mentioned previously, Cathay Pacific had obviously already made the decision to move our family before we even landed!

    No offer of compensation was made, no apology and no upgrade of seat was offered. The staff at the desk were non-committal and incredibly unfriendly.

    All this despite being told on arrival that my husband’s father had passed away only the night before and therefore we were distressed, were travelling with upset children and just wanted to get home to Heathrow. Your ground staff continued to express no sympathy or empathy to our situation. We have noted the names of the staff involved (and have taken photographs) and my next course of action, should we not receive adequate compensation reflecting the appalling amount of distress caused, will be to share this story via social media/ newspapers.

    I don’t feel I have to further hi-light the amount of negative attention airlines are currently receiving because of overbooking policies. I am certain a recently bereaved family’s treatment by Cathay Pacific staff will be a real human interest story. Add to this my grieving husband had to spend the entire journey wedged between two strangers!

  19. 1.0

    Flew (at least tried to) from Mumbai to Danang in late December 2016 business class with my wife and young child. Flight itself from Mumbai to Hong Kong was fine, nice cabin, good crew The trouble started when we arrived 20 minutes late for a connection in Hong Kong that was given as 1h 10 min.

    We were met at the gate and told we had already been shut out of the connecting Dragonair flight. Bad enough, that tolerance should be so fine but things got rapidly worse. There was first an attempt to fob us off with a 24 delay until next day’s flight and a hotel. Great, 33h for 9h but they had not even checked that my wife needed a visa to get out of the airport.

    So they took our boarding passes and told us to come back in 2h ! So we did. We were given vouchers for food, better than nothing I guess, judge for yourself. No lounge or anything.

    When we got to the appointed place and time, staff were clueless, even told me that we had missed the connecting flight. Thanks for that gem of information ! They said they could not help us without boarding passes..which their colleagues had taken.

    After an overnight flight, and with patience of this charade running out, I asked them just to sign a note with me to agree I was there, that they did not know anything and so could not help.

    It was Christmas Eve after all. I would be on my way and deal with Cathay later. They refused, and told me that to sign anything was ‘meaningless’. Next, I tried taking a photo, to prove I was there at the time I was told to be.

    The counter staff threatened to call the airport police. From business class customer, to missed connection, to treated like a potential criminal. I was both stunned and humiliated. And this is Cathay’s main hub !

    Finally, another supervisor appeared and after more hours delay, we were sent via budget carriers and economy via Hanoi. This meant picking up luggage, out from immigration, and back in again. The one upside was that there was someone from Cathay to help. No lounge, no food.

    8h with one sandwich each, Cathay knows how to treat it’s business class passenger. As we were travelling with a young child, asked Cathay to please make sure bags were checked through to Danang. Yes, they insisted they were checked through to Danang. When we got to Hanoi , we checked and found they were not checked through. Thanks Cathay !

    So we had to lug the bags between terminals, check in again, pay excess baggage for economy, thanks Cathay.

    After this nightmare of a 9h flight turning into nearly 24, rather than risk any more tricks their Hong Kong team might have in store, I wrote a complaint and cancelled the return leg of flight 2 weeks before the date and asked Cathay to refund 50 pct of ticket and any difference if got another ticket on another carrier (there was no difference as it turned out). After a 3 week wait for a reply, Cathay was apologetic but basically hid behind their terms and refused any kind of refund for an unused segment which they probably resold anyway. Was offered a paltry usd 150 per person Cathay travel voucher.

    Further attempts at communication were rebuffed behind more delays, apologies for those more delays, and restatement of policies. I guess it’s my naivety in thinking Cathay would at least accept I had not travelled on that segment and refund it, given way we had been treated and that the seats would have been most likely resold. We would not have gained anything and were not trying to exploit the situation. But it was not to be, so we ended up disappointed, mistreated and hugely out of pocket by around usd 1500.

    Never again will I fly Cathay Pacific. The problems they are facing now seem to sum up the approach.

  20. 1.0

    I booked a Round Trip flight from C 694 New Delhi to Hongkong 8th April and return CX695 for 18th April 2017 respectively.

    Due to emergency in the family i missed the flight from New Delhi to Hong Kong. Now when i am trying to contact the Cathay Pacific customer care to get it rescheduled for 9th April or 10th April 2017, besides helping out they are insisting to cancel the ticket for return journey as well for 18th April.

  21. 5.0

    My nightmare experience with Cathay Pacific,

    on March 28th Rick Chandler and I were assisting Mark Y who is a quadriplegic and his wife to fly to Thailand for a stem cell. I was assuming I was only going to be doing luggage not having to physically carry Mark to his pod and make him comfortable for the flights with wrapping seat belts around his chest to keep him in the chair. It was an absolute night mare with his wife in tears as Rick and I are carrying him through the aisles with out a sling or assistance from the crew members, the crew was attempting to help but they looked and acted like they were not properly trained for such a passenger. Now once landed in Bangkok from flight 829 and about to board to Thailand on flight 755 Mark said to Rick and I listen I need you guys to do the transfer off and on the plane, I don’t trust these guys doing it. this was a very disturbing trip and hope you can assist myself and Rick Chandler with our flights home April 14th flight 750 from Bangkok and Hong Kong to Toronto flight 826. The staff on our flights had witnessed what we had to go through with Mark and let us sit in the Premium seats for the flights which was very nice of them.

  22. 1.0

    March 2017

    Tried to get into the lounge in Sydney with my three children (age 12,9,6) – Qantas have previously let us all in, as have BA, but they apologised because Cathy Pacific have a family un-friendly policy and strictly enforce their one guest only rule even though its kids (The staff say they have this problem with Cathy all the time). So Cathy refused access to my 9 and 6 year old even though I am flying business and a gold card member. I personally spoke to a Cathy representative who would not budge – he didn’t care. It is slightly frustrating because other members of the alliance have a really family friendly approach – Not Cathy Pacific – buyer (and family) beware!

  23. 5.0

    I checked in at Element counter on 24t March, 2017 at 7:05am. Cathay Pacific front desk staff Miss. Chiu, staff#11564. Her attitude was horrible. I asked some questions about the gate location. She didn’t help me & want me to read the catalog by myself. This lady didn’t want to Say Sorry about her bad attitude. Phoebe said to me “I won’t apologise to u & say SORRY”.

  24. 5.0

    The service provided by Cathy has become worst and worst all the way from check-in counter, supervisor, airport ticketing counter, hotline where they treated my case as a ball game and passed from one to another without any solution (except buying new ticket i.e. more business) but only with instruction from A to B, B to C then C to A.

  25. 5.0

    Feb 9, 2017. Cx913 to Manila. 8 of our employees plus my 8yr old son = 10 of us were assisted up to the machine check in. At the baggage tag area which my son and I were asked to process/tag/ our 2 check in luggages, I had a hard time since this was my first time. Several times I asked the attendant for help. I was not able to see her name tag because of my vision glass limitation. She says we came from an auto (i did not get the exact process she called) then we have to do it ourselves. She turned her back and talked to a language I cannot understand with other staff.
    It took a while and very hard process for me. My 8yr old son was the one already assisting me because the rest of our team already done with theirs. I was asking help again but the crew insisted the same reason.
    I took a picture on my cellphone of the incident. The crew came to me saying. Erase that! I said No because I will need it as proof of the incident. She told me I cannot leave if I do not erase it. I said she can call the police if she wants and she said she will.
    She called Ms Chan, the person in charge. At least I felt relieved.
    I was a former active member of your miles club. Went to other airline. I flew with cathay again this time after a long while because of the Hong Kong Disneyland incentive for our employees.

  26. 1.0

    On 20 December 2016 my wife and I were booked to fly JHb to Hong Kong on South African Airways (SAA). Thereafter and on separate and unconnected tickets we were booked to fly first class on Cathay Pacific cx711 departing 16h10.
    We checked in on line prior to departing Johannesburg and received our boarding passes and booked our luggage through to Singapore. In-flight delays resulted in the SAA flight landing at 15h14. A lady with a sign with our flight number and names was at the gate. She expedited us through security to the gatge. We waited 20 minutes before the flight was called and then presented our passports at the first class queue – our passports were duly checked, the boarding pass was initialed and we were advised to wait for boarding.
    When attempting to board at 15h55 we were advised that there was a problem and that we should take a seat. After 20 minutes we were advised by a Cathay gate clerk that we had been removed from the flight because our SAA flight had been delayed and that we had been placed on another flight. We questioned what flight and were told to wait. The plane left the gate at 16h21. At 16h40 I requested to speak to the station manager. I was then told that an SAA representative would come and advise us of the situation. This did not happen and I found a Cathay Pacific gate handler who said that we had been removed from the flight in accordance with Cathay Pacific’s policy of a connecting flight “having to have arrived within 60 minutes of the next flights departure”. We then questioned what other flight arrangement had been made. His response was that it was an SAA problem and that it had to be sorted out with SAA. No further help was forth coming and no-one from Cathay Pacific would help us. We then asked as to where we could recover our cases and we were told to “get them off the SAA carousel”.
    We scoured the airport for our bags and after an hour found them on a carousel with Cathay Pacific “Offloaded”. We then set out to find another route to Singapore – this was impossible as it was the height of the festive season rush.
    After visiting several airline counters we eventually found 2 business class tickets available with Singapore airlines (at a cost of USD 3 200.00).
    Once home we attempted to resolve our issues with Cathay Pacific but merely received a string of emails deflecting responsibility to SAA. It is important to note that we complied with Cathay Pacific’s conditions of carriage which were that we had to have checked in one hour before the flight and that we had to be at the gate 40 minutes prior to departure – when we arrived at the gate we were in possession of boarding passes with our seat allocations. SAA could not be held liable under these circumstances.
    We have spent the last 8 weeks trying to obtain a refund of our first class airfare –We have also tried to obtain compensation for our replacement tickets – No joy – just a run around from Cathay Pacific.
    Cathay Pacific maintain that they “reserved the right to assign or reassign seats at any time, even after boarding”. They maintain that this gave them the right to cancel our seats and sell them to someone else. We are now left with no option other than to spend further sums of money in taking legal action if we hope to recover any of our money.
    If this is the way that Cathay Pacific treat first class passengers, I would hate to see how they treat everyone else.

  27. 5.0

    On January 11, flew from Vancouver to Hong Kong on flight CX 889 and were supposed to connect to a Dragon Air flight CX 5061 departing at 0805 on January 12th. The CX 889 flt should have landed at 0700 but the pilot announced we would be landing late. I then requested flight crew to notify Dragon air because the schedule was very tight but both of the crew I asked said there would be no problem. We got off the plane at 0720, 5 minutes before the boarding time and the dragon air departure gate, 501, was in the satellite concourse on the other side of the airport. At least 15 minutes away. I had booked a wheel chair and was directed to the exit where ground crew were supposed to provide the wheel chair and get to my wife and I to the boarding gate. This area was in absolute chaos!!!

    There were 2 Cathay ground personnel there and 4 or 5 wheel chair attendants who were contractors from a company called Worldwide Flight Services. The 2 Cathay ground crew seemed to have no control over who was doing what. Of course we told both of these people our concern about the time and asked if they had alerted the boarding gate. The female ground crew said yes. These 2 ground crew were yelling at the attendants who seemed to ignore them. 3 times I was told to get into a wheelchair and 3 times I was told to wait. Finally I was loaded into a wheelchair along with 3 other Canadians 2 of whom required wheel chairs. The ground crew seemed to be completely indifferent to the shortage of time and we wasted about 20 minutes here. We arrived at gate 501 before 8 but the gate was closed and and they would not let us on the plane, THE PLANE LEFT AT 0810. The Dragon air man who appeared to be in charge (Mike) told us he had tried to contact the Cathay ground crew several times but either no one answered or they hung up. About 1 hour later some Cathay personnel showed up at the gate and then all 5 of us were wheeled down to the arrivals area to try to get an alternative flight. At about 1045 we got our new flight on Brunai Air to Bandar Sri Begawan and then on to BKI. We were given about 2 hours in the Cathay lounge and eventually arrived in BKI around 8 PM 9 hours late and exhausted.

    Summary.
    This whole mess was caused by failure of the part of the flight crew:
    1.inept and indifferent Cathay ground staff.
    2 failure of the flight crew to communicate Dragon air gate crew
    3 failure of the Cathay ground crew to communicate with with the dragon Air gate crew.
    4.completely inadequate wheelchair facilities.
    5.no offer to compensate the 5 of us for our misery. 2 hours in the lounge doesn’t cut it.

  28. 1.0

    Incident Date: Dec 17, 2016
    Incident Location: Hong Kong International Airport, Transfer Desk

    I have been a long-standing customer and always use Cathay Pacific for my International travel due to Cathy’s fabulous inflight service and on time arrival/departure record. However, I regret to say that, this time around my family’s 2-week holiday travel from San Francisco to Sri Lanka departing on Dec 16th, 2017 was a nightmare filled not only with anxiety, financial burden and suffering but also loss of vacation time in Sri Lanka. I would like to bring to your attention the following chronology of events which contributed to this horrible travel experience my family had to endure.

    • Dec 16, 2016 FLT CX879 was scheduled to depart SFO at 11:55 AM PST. However, when it came to boarding time we were advised that it was delayed but no explanation was given.
    • Around 12 noon PST, we were advised again that the flight was delayed and the new departure was around 1:00 PM PST. Again, no explanation was given. However, when passengers started to complain about missing their connecting flight out from Hong Kong, one of the airline staff member’s mentioned that Cathay was waiting for passengers from another flight that was arriving late
    • Finally, CX879 departed SFO at 13:30 and arrived in HKG at 20:05 instead of scheduled arrival of time of 18:55, almost hour and half late
    • Since CX879 arrived at 20:05, my family and few other passengers missed our connecting flight KA5611 to Sri Lanka that had departed HKG at 20:10.
    • When we landed in HKG, we were informed that the Dec 17, 2016 flight KA5611 to Sri Lanka had already left and the next available flight for my family of 4 would be Dec 19, 2016 at 20:10. This was unacceptable since, our family had only 2 weeks of vacation and asking us to cut short the time we have to spend with family and friends was a low blow.
    • The Cathay transfer desk ground staff not only ignored our request for an immediate connecting flight but also were very rude to me and my family. They informed me that it was the Cathay Flight Controller’s decision if we wanted an immediate connecting flight and we would have to speak to the controller. I was at the Hong Kong transfer desk for almost 3 hrs without any food or water and my young kids who were 9 and 12 years old were sleeping on the floor after a 15 + hours flight from San Francisco.
    • Around 23:00 hrs, I requested to speak to a supervisor and a gentleman by the name of William Chan arrived and he was the most un-courteous person I have ever met. He started to berate me saying that missing the flight is not Cathay’s fault and that my family and I would have to buy a new ticket if we wanted an immediate flight out from Hong Kong to Sri Lanka. Luckily another ground staff member interrupted him and advised him that our Flight from San Francisco had left late and that was the reason we had missed our connecting flight.
    • Mr. William Chan did not have his facts straight and in addition that, I am not sure how he could have been supervisor when he did not even know how to communicate to passengers in distress.
    • I had enough with Mr. William Chan, and requested to talk to his supervisor. To my surprise, he informed me that he is the only one who can help me and that there was no body above him and that I either take the flight that he was proposing or I can stay in Hong Kong.
    • For the life of me, I have never come across a person like Mr. William. In my opinion, he is not fit to be a in supervisory role, especially when dealing with customer service issues.
    • At this point, I was getting very upset with Mr. William, and informed him that, I no longer wanted to interact with him. Although he said that there were neither direct nor other partner airline flights to Sri Lanka, I on my own was able to find a flight from Hong Kong to Singapore and Singapore to Colombo.
    • Finally, Mr. William left, and I was able to convince the transfer desk agent to book my family on CX691 departing Hong Kong at 08:10 and on UL303 departing Singapore at 15:00 and arriving in Colombo Dec 18th at 16:25.
    • The Cathay ground staff did provide me with hotel accommodation on Dec 18th, 2016 from 01:00 to 06:00. They also provided me with few meal vouchers, however, all the airport restaurants were closed and the restaurants that were opened did not honor Cathay meal vouchers. I ended up paying for the food out of my pocket.

    To summarize, since, my flight from San Francisco to Hong Kong left 1 hr and 30 mins late, my family and I had to miss our connecting flight to Colombo through no fault of ours. We lost a day and half of our precious vacation time in Colombo. In addition to that, Dec 18th, 2016, we had booked a family trip to the Southern Coast of Sri Lanka which had to be cancelled due to our delayed arrival.

  29. 5.0

    Lax to Hong kong and Bangkok Suvarnabhumi (BKK)..website was down..could not upgrade or check in online. Called Hotel for hours and got no reply. Went to the airport to sign in there but was told I had to wait. Was sent to business office but there was none, had to come back the next day at 4 am to check in. The flight was a ordeal, overworked staff, delays, bad overcooked food, dirty bathrooms after 1/2 the flight, why can’t the bathroom be cleaned every hour. Exhausting flight, not happy I paid extra for leg room but there was no space for personal stuff.

  30. 5.0

    My husband and I have book a round trip from Singapore to HongKong and we had the first experience flying with CP airline. We enjoy our flight to Hong Kong on the 30th Dec 2016 whereas the flight back from Hong Kong is extremely disappointing. We were there early for the check in and we were told that it was a full flight and my husband and I wouldn’t be able to be seated together. However the officer at the check in counter is helpful enough to put down our request and she managed to arrange us to sit at least closer but not side by side.

    During on-boarding, one of the cabin crew in the flight greeted to us and I approached her to check if she would be able to arrange us to be seated together. She was extremely unfriendly and refuse to assist. She was hostile and she gave me two options: 1) to get another cabin crew for help 2)I have to personally to ask another passenger permission to switch the seat with us.

    I was truly amazed because we have never seen such a hostile and unhelpful cabin crew. Understand that it was a full flight, she can at least show the effort to try to assist and be more polite instead of pushing it away rudely.

    Although we managed to switch our seat with another passenger with the help of another helpful cabin crew, I believe you should have responded to my email to show sincere customer care to your clients. I truly wish this letter will reach the proper authorities in your office so you could revisit how your customer services could be improved.

    I have traveled so many times with different airlines. My first and only experience with your airline has been very unpleasant, inconvenient, discouraging, and upsetting.

  31. 5.0

    Food poisoning on flight from Madrid to Hong Kong on Jan 1st 2017.
    Had the lunch meal soon after the plane took off then started having stomach pain after the 7th hour on flight, next started having diarrhea continuously after the 8th hour on flight! Lastly puked before landing Hong Kong!
    Such a horrible experience, especially on a long hauled flight!
    This would definitely make me reconsider of taking Cathay again.
    Please check and ensure the quality of food catering.

  32. 5.0

    As a frequent traveller, I always choose Cathay Pacific because of their services. I was always amazed in their customer service. Unfortunately, I got a very bad experience last week that made me really disappointed.

    On November 12, 2016, I arrived Hong Kong International Airport around 10 am for check-in. So I found a male Cathay Pacific airport staff and asked where I could go for check-in. As I had check-in online, he suggested and insisted me to go for self baggage check-in although I had said I didn’t know how to handle. But he said that no need to worry, there were staffs to help me. But the story he said would be totally different.

    When I went to self baggage check-in counters, there was a female airport staff, Yolanda, standing and chatting with colleagues. I mentioned that I didn’t know how to handle check-in and asked her for help. She behaved very rude, arrogant. Her face looked dark and lack of smile. She yelled at me and said that these were self baggage check-in counters. Passengers were needed to handle by themselves. I said I might be done it myself but required her help. She behaved very angry and impatient. Then she pressed a few buttons on touch screen of the baggage check-in machine without explained anything and suddenly walked away. I found her very busy and continued chatting happily with her colleagues again. At that moment, I wondered whether I disturbed her happy talk with others.

    After finished check-in, I felt very upset and disappointed. I tried to talk with a female Cathay Pacific on-site supervisor, Kavina, concerning about the case. She insisted on and repeated saying these were baggage self check-in counters. Customers needed to handle by themselves.I only needed Cathay Pacific airport staffs’ HELP to check in. ONLY need Customer services !!

    What made me most dissatisfied with Cathay Pacific was the fact that these airline staffs’ bad attitude, unhelpful & not courteous to customers. They are unprofessional , untrained & non-passionated to their career.
    Don’t mention about QUALITY services!!!!!! The employees lack basic customer service requirements to be front-line staffs.

    In order to be a leading airline company in the world, Cathay Pacific Airways Limited should understand the vital role of Quality Customer Services in the competitive market. Don’t think this is minor. I think the Company should seriously look into it.

  33. 5.0

    I was flying on CX565 from Taipei to Hong Kong with Cathay Pacific (dragonair) on 19 oct 2016, departure 13:45. There is this female crew serving snack in my row during inflight service. She is rude, arrogant and has no training about customer service. The only point she has is her big eyes and thick eye makeup, but what matters in a cabin crew is their service, isn’t it? If she can’t even do a basic service, I suggest she should let other capable people to replace her. She has her hair tied up and in white top (should be a junior crew, I guess?)

    While I was walking back to my seat from my toilet break, I saw she and Vincent(the other cabin crew serving in the same row as her) walking to the other direction in front of me, hence I waited for them to leave so that I could return to my seat. However, she suddenly came towards my direction, which I did not expect, and she yelled at me asking me to ‘please go to the other side’, without a smile in her face, only a frown. How can a service crew put a frown on? She did not even say thank you when I moved, and she could have asked it in a better way than yelling. I was smiling at her initially but when she yelled at me, I felt offended and unexpected.

    When I returned to my seat and finished with my snack, she walked to our row again, and asked ‘finished?’ Without a smile again. How can a cabin crew speak in this manner? She did not say thank you when we handed our finished snack boxes to her. The way she walks is inappropriate too. She has one hand on air and swinging her body while walking, she behaves more like a bar hostess than cabin crew.

    The other crews are polite and always have a smile on their faces, but not this female crew serving snacks in my row (I couldn’t see her name tag). She needs a proper training and I hope her supervisor will do some work counselling with her. I have flown with Cathay Pacific many times, and I was always amazed in the customer service, but this was the worse experience I’ve ever had inflight. I was really disappointed.

  34. 1.0

    My wife had a medical condition that affects her stomach. More than half an hour we explained to the flight attendant that she urgently needs to use the toilet and is in pain because of her condition. The attendant said she cannot as the plane will be taking off in a few minutes. She could clearly see my wife was in agony and she had a smirk on her face like it was amusing.
    After 10 minutes the pane had not taken off and we could see from the camera we were not even on the run way. Getting annoyed by the lie I told my wife to go to the toilet as the plane won’t take off and we did not want her having an accident.
    She ran to the toilet, the first stuardes said ok please be quick.
    Another ran after my wife and kept banging on the door while she was in the toilet.
    This was a humiliating experience for my wife and she just about made it to the toilet. Even so, because of the urgency she got some of her urin on her clothes and this made it an uncomfortable journey.

    We fly a lot and have never had this appalling service before.

    We had Indian vegetarian food on the plane which caused both me and my wife to have stomach problems which have resolved only two days after the flight.

    If I had the option my return flight would not be with Cathay Pacific. It is by far the worse airline I have traveled with.

  35. 5.0

    I was supposed to be enjoying my flight with one of the best airlines in the world – Cathay Pacific departing from Sydney to Hong Kong on 4/10/2016 at 10:20pm. However, instead of enjoying my flight and looking forward to my business trip and holiday in Hong Kong, I am deeply disappointed by the cancellation of flight CX138 and worst of all, be treated with unsatisfactory services and disoriented, unorganised, inefficient arrangement by Cathay Pacific staff. First of all, there was no prompt notification of flight cancellation. Secondly, there was no satisfactory reason of the flight cancellation. Thirdly, the follow-up action taken to put passengers on other flights was utterly disappointing.

    We were informed that the flight has been diverted to Brisbane hours ago but there was no prompt notification of the flight cancellation until close to the flight take-off time. This caused me great inconvenience with 2 young children and luggage in tow.

    Being able to give a satisfactory explanation on the flight cancellation to all affected passengers are of utmost importance because passengers have the right to know the real reason for the flight cancellation when they missed attending important meetings and functions.

    In addition, providing a satisfactory reason for flight cancellation is important because for passengers who have bought travel insurance, flight delays and/or cancellations due to poor weather is not claimable or compensable.

    There was no satisfactory reason why the flight was cancelled other being told that it is due to bad weather conditions and act of God. However, we do not see any other flights being cancelled or delayed due to poor weather conditions. There were no media reports of many flights being cancelled or delayed in Sydney on 4 Oct 2016 at all.

    It gave affected passengers an impression that Cathay Pacific was trying to attribute the flight cancellation simply due to poor weather conditions which I personally do not think that is good enough, simply because I made a call to the Customer Service hotline and the customer service officer mentioned that it was cancelled due to a technical issue and thus diverted to Brisbane.

    If the flight cancellation was due to poor weather conditions, I can accept because it is outside the control of Cathay Pacific. However, if the flight was cancelled due to technical issues, then I feel deeply disappointed and frightened because questions on the customer service and safety of her aircraft becomes a question and Cathay Pacific was not upfront on it.

    The arrangement for affected passengers after the flight cancellation made was just chaos. Affected passengers did not know what to do, where to go simply because there was no clear instructions on what to do, where to go promptly. This could have been avoided if Cathay Pacific has acted promptly by providing clear instructions for affected passengers on next course of action.

    What made me most dissatisfied with Cathay Pacific was the fact that the airline did not reasonably provide alternative flight arrangement. Until 2am on 5 Oct 2016, I still do not know when I need to wake up, when I need to reach Sydney Airport, when my next flight is to Hong Kong and if I will ever get to reach Hong Kong.

    I am not sure how many letters or complaints you will receive due to this incident but I am using this opportunity to express my deep disappointment and unhappiness with Cathay Pacific. I sincerely hope Cathay Pacific is able to provide a satisfactory reason for the flight cancellation and compensate affected passengers duly.

    A similar incident happened when I was flying with Singapore Airlines back in 2014 when the airline industry was not doing too well with intense competition. But what Singapore Airlines made me impressed was the compensation arrangements made to affected passengers where I was given 5-star hotel accommodation with hotel/airport transfer, free upgrade to Business Class plus a Mont Blanc pen. That was what I called a world-class airline with world-class customer service.

  36. 5.0

    On Sept 7, 2016, I was flying from Saigon to Hongkong to Cebu. I had a 1 hour and 10 minutes connection time in Hongkong.

    A 10minute delay in departure from Saigon was not a good start. Ten minutes might not sound bad at all but for the tight connection time in Hongkong, that was a big deal for me. Of course, CX say that is plenty of time to connect.

    Like I normally do, I checked the tv screen for connecting gate for next flight. I checked it three times and it said ../44. So, I got off in a hurry. Went through the long line in security check and got to gate 44. When the CX lady was checking documents, the lady said, you are in the wrong place. This is a flight going to Columbia. While hearing that, I felt blood going to my head and I started feeling warm in panic. Panic because I know I have very little time left. By that time (3:55pm), I am sure CX925 to Cebu is boarding already. With much worry and thinking that there’s a computer in the counter where CX people can use to check, I kindly asked the lady: “Miss, I am really running out of time. Can you please help me check which gate I am supposed to go?”. The lady turned her back on me, slightly turned her head to look at me and said: “You should check the board, not me! It’s not my job!” (in a very rude manner). I answered: “wow! That is very nice and helpful of you. Can i get your name please?” She started covering her name tag then I said again “what is your name Miss?” She said, “my name is Geneca”.

    Then I turned to the guy sitting in front of the computer and asked him for the gate number. He said, 49. I told him the tv screen in the plane I was in was showing 44 for my connection. In an unfriendly tone, he further said: “it was never changed. It has always been 49.” I told him: “i checked the screen 3 times and i can read very well!” while rushing away to run to my gate.

    Good thing was gate 49 was still boarding.

    I am not the type of person who easily complains and I have years of customer service. I know what customers expect and I know what is supposed to be done.

    I believe the help i was asking for was not too much and it was just so disappointing that these people who are supposed to be the front and face of a big organization (like Cathay Pacific) is acting so unprofessional.

    From:
    Ivee Woody
    Flight:
    Sept 7, 2016
    CX 766 SGN-HKG
    CX925 HKG-CEB
    Marco Pol member

  37. 5.0

    I have flown Cathay Pacific over 6 years, always found the staff courteous and food great. But recently I had a bad experience with the in flight catering. Also the baggage staff dint seem of proper behavior. Is Cathay Pacific losing its hold? Improve your services.

  38. 5.0

    As parents it was really a bad and shocking experience for us with your flight staff. My daughter Aashna has to go on 17 july 2016 at 1.10 pm. She was alone. When she was boarding the flight your six member staff stopped her and started harassing her to pay fourteen thousand for her second laptop or leave the flight. She told them they should have informed her when she left her luggage. My 20 year girl was threatened by your six staff member to pay the amount. She has taken her university fee with her. She paid the amount from her fee amount. They gave her a slip without mention of any amount or any item for which they charged. How as parents can we leave our children in your airline, hoping they will reach the destination safely?

  39. 1.0

    I had a flight from CCU to HK which was delayed by 23 hours.
    1) Airport staff was unprofessional and not courteous to customers. Didn’t keep passengers informed about the issue
    2) No food and drinks was offered and poor service at such a long delay- 2 nights at the airport with no food and water
    3) Taking long to get my refund back, even though the Ground staff issued a letter stating full refund will be provided
    4) Called up customer service helpdesk regarding my refund- 4 times I have called and get the message that they have communicated for someone to call me. But no one calls me up regarding the refund. The Customer helpline should atleast help to resolve rather than repeating herself 20 times that I have passed the case on. Poor poor satisfaction to even understand the query.

  40. 5.0

    I am the passenger who took the flight CX766/1115-1510/21-May back to Hong Kong from Ho Chi Minh City. Thanks for the info, I want to approach the Cathay Pacific complaint desk regarding my concern. Which is suggested? Any phone number I can connect? Or a face to face meeting?

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