Cathay Pacific Reviews

All my flights from Canada to Vietnam were canceled a month or two before my trip so I called them to reschedule the flights. It took them forever to confirm my new flights and send me a new itinerary. I had to call them again 1-2 weeks before the trip to ask for an update and even then, not all of reservations were confirmed. My flight from Saskatoon to Vancouver apparently needed an update from the Hong Kong team who needed to connect with Air Canada. That again took extremely long. I had to call them almost every single day to ask about the flight just to get the same response of "Don't worry, you are assured to get on the flight" or "We still need to her back from the Hong Kong Team" or "We will call you as soon as we have any update". Up until 3 days before the trip, I did not receive a single call or email regarding the issue. On that day, I had to call them constantly for 5 hours, talking to numerous agents without being to make any progress. And, at the last minute, they informed me that the FLIGHT WAS NO LONGER IN THE SYSTEM. Apparently, Air Canada decided to prioritize their passengers and I couldn't get on the flight anymore despite having requested it months ago. This MISCOMMUNICATION between airlines COST ME $600 to book myself a last-minute flight with another airline (Westjet) from Saskatoon to Vancouver to catch other flights. That was the cheapest ticket I could find which unfortunately left a day early than my planned trip. So I had to stay at the Vancouver airport more than 24 hours. And since it was too sudden, I could not make any hotel reservations and had to sleep on a wooden bench in a food court where people talked throughout the night. Also, due to the small number of Cathay Pacific flights from Vancouver to anywhere else, there was not a single agent I could talk to in person. I couldn't even check in my luggages early and had to sleep with two 23-kg boxes and 2 extra carry ons.

I was extremely disappointed with Cathay Pacific. Initially, I thought their customer service was good as they were nice and tried to book new flights for me when I requested. But, their inability to communicate with other airlines or even among their teams slowed everything to an extreme. To make it even worse, their refund/compensation policy makes no sense. They couldn't fly me out to Vancouver but they REFUSED to give me a refund for that particular flight. They told me that if I wanted a refund, I would need to cancel the trip for a complete refund.

Now, I don't know who I talk to about this issue to demand a fair explanation and compensation. I already filed a complaint but looking at how terrible their communication is, I don't think I would even hear back from them.

I have 1 business class paid ticket back to HK from London. Needed to change date, apparently flights are full but CX says if you pay 25k then seats will materialise.
I understand you’re hurting CX but do you have to treat your loyal & also hurting customers this way?

I booked a ticket for a friend to fly to Hong Kong with Cathay Pacific but unfortunately there were no quarantine hotels available so I had to cancel the ticket. Price was circa $1620 and the cancellation feed was $550 - a massive 33%!!!
The process to get the refund is a nightmare. Customer service was rude and arrogant. You get the run around and the refund request goes to a "team" for approval. Then they take 7 BUSINESS days to action it. There are MUCH BETTER options than Cathay Pacific so my advice is to seek an alternative carrier

I will never fly with Cathay Pacific ever again. Paid 3 tickets months in advanced and they cancelled my flight with only 1 week left to departure. To make things worse they made me wait for days to get it rebooked just for them to issue me a refund. Fine they are in the process of issuing me a refund but at this point all the tickets are priced so high. I also paid using Chase Ultimate Rewards with my Chase Sapphire Preferred. Absolutely useless. While I understand the reality of traveling at this time no one deserves the treatment I received from both companies.

If you look at the news Cathay Pacific is starting to go bankrupt. Do not fly with them as you will risk a greater chance for your flight to get cancelled as well.

Hello! I write here because I bought a flight to Auckland for August 30 this year. I bought it through Booking with Gotogate as a partnership.
The layovers were in Paris with Sas and in Hong Kong with Cathay Pacific Airways for 12 hours.
This weekend (June 17) I received an email from Gotogate saying that the airline (Cathay Pacific Airways) changed my flight, instead of waiting 12 hours in Hong Kong, I have to wait 2 days! It would be impossible for me to stay 2 days in Hong Kong, since due to the Covid restrictions in this country they ask me to quarantine, added to the fact that it is too long and I have to be in New Zealand before September 12 (conditions of my visa).
I called Booking to see if they could give me a solution and help me find another flight between September 30th and September 7th and they told me that they did not have any more seats available on any flight and they also told me that they could not provide me with accommodation to spend those days in Hong Kong. So I called the airline (Cathay Pacific Airways) looking for a solution and they told me that the agency has to give me a solution.
So I had no choice but to request the return of the flight.
Now I am waiting for the refund, I wrote to both Booking and Gotogate and they tell me that the airline has to pay them first, and only then will they give me the money, but they cannot tell me how long it will take for them to refund me, for that there are many people waiting for the same.
Ask the airline and they tell me again that I have to fix it with the agency.
On the other hand, I am reading very bad reviews from Booking, Gotogate and Cathay Pacific Airways.
Has anyone had this happen before? How can I proceed? I can't lose the money since I have to buy new flights.

My flight from Sydney to LHR 13June 2022 went very well
No issues,staff and cabin crew very helpful and no problems transiting Hong Kong,no COVID checks

Cancelled our flight unexpectedly and wouldn’t allow us to rebook for a different date and didn’t offer to pay the difference for a new ticket. Original ticket cost £600, had to rebook and pay double, £1600. The company don’t care about the stress they cause to a person who hasn’t seen their family for 3 years due to covid. There were other flights from the same airport (Manchester) but had a connection from Manchester - London that was operated by British Airways, Cathay Pacific refused to book this flight for us. I am certain they planned this, as we booked before the covid restrictions ended and the company are now making thousands due to the rules being relaxed. Will never book with them again. It is worth booking with an airline that has a good reputation, unlike this one. I would also advise anyone to not book through a travel agent, this is what we did and both companies played the blame game. I asked to log a complaint multiple times after being on the phone for hours and no complaint was logged. The only positive point is that I had my refund within 2 weeks.

If I can can give 0 review I would. Cathay Pacific is one of the worst airline. Cancelled my flight without notifying passengers. When you want to change customer service keep prompting to cancel and get a refund. So that they can sell it for a higher price. Scam airlines and reservations staff hardly speak a word of English. Cathay pacific mentioned that flights change due to operational need and there is no guarantee. This should be mentioned in their website but they did not do so. Will never book Cathay pacific again ?

Without warning and offering no alternative this airline canceled our trip with 4 weeks to go. Shocking we realise its difficult with covid and staff shortages but this does nothing to get customer confidence back. ITS all about money the rebooked flight cost us twice..

good experience

My flight dates from LHR to BNE were amended many times.
Firstly, the connection flight date from HKG to BNE was changed without a flight date from LHR to HKG. Also, my flight date was brought forward from 28 July to 26 July.
Secondly, on the return flight from BNE to LHR via HKG, the original transit time was only a few hours but was amended to four nights' stay in HKG before returning to LHR.
Thirdly, my return flight date was changed from 15 Aug to 18 Aug
I had to cancel my entire booking as I had already booked my leave dates which could not be amended to suit their continuous flight date amendments.
This experience left me with a sour taste of Cathay Pacific. I had to also cancel all my pre-plan bookings in BNE.

Regardless of its 5 star rating, it really is a 3 star airline. It’s business class Service is mediocre and sub- standard. Food portion is parsimonious. Seats are configured in the most peculiar manner. They are angled not forward. Incredibly narrow. Unlike Emirates and others that are superb.

It's a tough time to be travelling people! We need to be more understanding of what's going on, and I feel that Cathay Pacific are doing their best with what is a bad time to be travelling internationally. I have only the highest praise for the team we were so lucky to deal with when my 9 year old daughter and I flew Sydney to London on 23 Dec 2021 to arrive in time to celebrate Christmas with our precious family that we hadn't been able to see in almost 4 years. The concierge at Sydney airport departures was fantastic and went above & beyond to get us on that flight! Emerson (the concierge) absolutely saved our trip as my daughter's PCR test results had not come back, despite testing within the required 48 hrs. So she then had to re-test at the airport testing site on the day of departure, it was utterly nerve wracking! The whole PCR thing was a nightmare and was not at all what I was expecting when I'd booked our flights just before Omicron hit the world. So with 45 mins before take off, we still hadn't got any of her results, and were unable to check in fully. Although the lovely check-in staff (Colleen) did weigh our luggage and label it, ready to go if we got the all clear. Emerson was fantastic and helped soothe my incredibly frayed nerves and sent me out to chase up the result while my daughter remained close to the check in counter (it was chaos outside at the testing centre). I literally was in tears at 3.15pm as still no result and our flight was taking off at 3.45pm! But then, like a magical genie, Emerson appeared at my side at the testing site, and took over chasing the test result. The team then told us to meet them at the departure gate and hopefully we'd have the result by then, as Histopath had now promised it within 15 mins! The airport was the quietest I have ever seen it, so thankfully we got through security etc in record time, and arrived at the gate, still no result, but the lovely Emerson and Colleen just waiting for us..and with 12 mins to spare before the flight departed, we got the result and were warmly farewelled by them both and welcomed on board. I have never been so happy to get on a plane in my life!! Both flights were smooth, service was so friendly & helpful. Also the planes were very quiet so we were able to spread out and get comfortable. Transit in HK was pretty bleak as nothing was open, but honestly, I was just so happy to be on my way to be reunited with my family. Yes our flights back to Sydney kept getting cancelled and rebooked by the airline, and eventually I had to cancel all together, but we are being refunded, it's no biggie. I rebooked with another airline which was nowhere near as good as Cathay Pacific, but as I said at the beginning, these are tough times to be travelling and we are the lucky ones to be able to do so.

I flew from Heathrow to Sydney in December 2021 with Cathay Pacific. The cabin crew were rude and abrupt, passengers were told not to leave their seats and not to queue for the toilet. There was no snacks or drinks supplied between meals claiming they had run out. After 9 hours without food or drink I asked something to eat I was told there was nothing. Finally I was aggressively told I could have my breakfast but wouldn’t get anything else. At Hong Kong airport we were treated appallingly, slapped with a sticker, shouted at and frogmarched to departures. There was nowhere to buy food and we had an argument over being allowed to use the toilet. The second flight was only slightly better. My return flight was cancelled, rescheduled and cancelled three times. Finally I heard through the press Hong Kong had closed down possibly until March. CP never informed me of this. I requested a refund which they said would take 10 days. The refund was short due to refund taxes! I eventually booked a return with Qatar and could not fault the excellent service or friendly cabin crew. I cannot however recommend Cathay pacific and will never use them again.

My flight Paris - Sydney at the beginning of March was cancelled a few days ago, with no proposition of a new flight - I asked for a change of dates and a replacement flight and they've told me that's impossible. Meanwhile, Cathay Pacific took my money IMMEDIATELY I reserved, yet have been told I have to wait at least 30 days for a refund. So how am I supposed to reserve and pay for a flight on another airline???? That will give me only a month to book on another airline and I nave to go in March for the birth of my grandson. They're a bunch of thieves!!