Cathay Pacific Airways

Cathay's customer service attitude and its business ethic during the COVID crisis are appalling. They lied and refused to help those who are in vulnerable situations. They coldly kicked a heavily pregnant woman out of the flight and separated her from her disabled mother without taking any responsibility.

Background:
12 Jul, I booked for 9 Aug flights
14 Jul, Australia drops incoming travellers quota further.
Every week I would check with Cathey if I could still get to fly – its CS told me I was fine. I have also indicated that I'm on my 3rd trimester. I would be 33-week pregnant by the time I fly.

Shockingly, Cathay only emailed me 3 days before the flight date with lies that my flight got cancelled.
Never got a phone call. Never got offered replacement seats.
I knew the flight cancellation was a lie because my mum was still got her seat on the same flight. We booked our flight together but because my mum was on a business seat, Cathay split her booking ID from mine.

My mother is disabled and I'm her sole carer in Australia so this outcome was the worst. Because I would be stuck alone in Thailand giving birth without close family and Mum would also be struck alone in Sydney's quarantine and she could barely speak English.

From Friday 7 to Sunday 9 of August, I chatted to Cathay's CS and called them over 5 times. They all said sorry but it was up to the "Revenue team" to review my case. I was surprised that the authority of this matter is in the hand of the revenue team which probably doesn't work on the weekend. After the first request, all I got is one cold rejected email on Sat morning.

The CS said the earliest next flight for me is 2 September, way pass my 36-week of pregnancy (you aren't allowed to fly after). This is either a lie or an act of negligent. From social media, I found out later that other Cathey passengers who got bumped off their flights after my case got offered flights much earlier than this, even as early as 11 August.

I relentlessly politely appealed to the CS and begged for their help and offers them many options they can do for us – 1) Reinstate my seat; 2) Allow me to take my mum place to fly (she can be cared for in Thailand while waiting for her next flight) and; 3) Refund both of our flights so we have our fund to try to fly elsewhere.
Cathay reps politely but mechanically rejected all options I asked for. They said the option 3) will cost me a penalty fee because it would be my fault to cancel to my mum's flight.

I sympathise all airline businesses in this trying time. However, Cathay has proven to stoop so low to even cutback its humanity.

Sure the service onboard is great. It's airport staff in Thailand also super intelligent and helpful (Deepest gratitude to Ms Phattar… who saved us at the last minute before the flight were due) but I won't recommend Cathay to anyone if you have a choice.

I received the expected email from Cathay Pacific informing me that my flight next month had been cancelled, so I cancelled the booking and went through the simple procedure of requesting a refund. The refund arrived in full exactly a week later, an excellent result when compared to the horror stories you hear of refunds requested from other airlines.
Hopefully the situation will be back to normal next year and I fully intend to be booking my flight through Cathay Pacific again.

first they're saying they're waiving cancellation fees for bookings impacted by coronavirus. And now they're not honoring the policy's they have in place.
– Initially booked a trip to Canada in March. Coronavirus hits.
– Cathay informs me they made alternative 'flight rearrangement', leaving at a later date and time.
– 2 days later I get another 'flight rearrangement', leaving at a earlier date and time
– Decided to rebook the whole flight from July 28-Aug 30. But thought better and
– Decided to cancel the flight since Cathay was waiving cancellation fees.
– SURPRISE SURPISE… THEY'RE NOT HONORING THE REFUND ON THE CANCELLATION FEE!!!

– CATHAY PACIFIC, THAT IS GOOD BUSINESS

NEVER FLYING WITH YOU GUYS AGAIN

Im going to make a complaint to NSW Fair Training and to the Ombudsman NSW.

Staffs are so terrible, unfriendly. They didn鈥檛 respect customers.

Philippine's government banned nationals to flight to HK and China from the 2nd of February 2020 due to Coronavirus concerns, also for transit passengers. Cathay Pacific had that great idea not to inform their passengers before the flight (mine was 4th of February).
As a result, I was unable to travel back to the UK, where I am currently living and I had to stay in the Philippines without any extra money, no place to sleep, no food, and any kind of support from the Company. I had to reschedule my flight 2 days after, by myself, paying a lot of money (which I had to borrow), with another company. Cathay refused to help me in any form and didn't refund anything. Very disappointed.
Avoid this Company at any cost!

Its been a horrendous time for Airlines and Cathay Pacific has suffered along with the others. It has pained me to see a lot of their young staff suffer so much and handle very professionally the trials and tribulations we have all been going through. They do it well but of course inside they are concerned and worried about the uncertain future. This is one airline that will survive and well and truly deserves to. It has the character and determination of Hong Kong running through it and that makes it strong.They have been refunding tickets for cancelled flights they have been offering free extension of tickets and unlimited re bookings. As well as extending the validity of their Club the Marco Polo Club for Members who can clearly not fly at the moment. They have been doing what is practical and what will be remembered by their loyal passengers when flights resume and not spending time complaining but getting on with making sure that they are and will be ready when the flights start again all over the world. It a job well done.

My husband and I had tickets booked from NZ to Sri Lanka in April 2020. Due to Covid-19 flights were cancelled. I was contacted by Cathay Pacific and given the option of rebooking later in the year or getting a refund. I chose a refund but they warned that it may take 10 weeks to come through. It came through today! I am very impressed! Thank you Cathay Pacifc – if we are ever able to fly again, we will be loyal customers.

Had to cancel return flights for 2 persons for Feb 24th from Heathrow to Manila via Hong Kong due to Philippine Government
not allowing entry via china. Was offered a full refund from travel company but was told to wait 12 weeks for refund payment
from Cathay Pacific. 12 weeks is now up and no payment received , also no response from travel company via email
or phone calls.

Very correct organization. I had to cancel my flight to Hong Kong due to Covid19 althought the airport was still open. I had to cancel my flight and they have nearly refunded me 100% just without any hassle. I am very pleased and regret that this situation also has a huge impact on humans and also organizations. Thank you Cathay !

Airlines are obliged to make a refund for a cancelled flight within 7 days. This is the normal procedure for Cathay Pacific. They left me stranded in Manila due to the Coronavirus (had to buy a flight home with Emirates) and then say they won't process the refund for SIX WEEKS. This is disgusting. People need this money in testing times of mass employment. For Cathay Pacific to hoard the cash of its customers is shockingly unethical.

Just wanted to say a big thanks to my man GIUSEPPE at the Cathay Pacific Global contact centre. Booked our return flights through BA during the Corona crisis. Our transiting airport was not accepting non-HK citizens / residents. Long story short, unable top contact BA for help / further information / refund. Instead I contacted Cathay Pacific (as the second leg of our trip was with them). Giuseppe went above and beyond even though the booking was done through BA. Even called us afterwards to see if we managed to get through to BA and provided us with some contacts (which I had tried previously). Managed to get my refund in the end through an IT hack as BA had taken this option off their website. Thanks Giuseppe, your a legend! Will certainly consider using Cathy pacific in the future.

I bought a ticket in December last year. Unable to fly due to restrictions brought about by the corona virus, I made attempts to cancel or postpone my flights online and telephone. It took many days and many calls without getting through to Customer Service but one day I got lucky. On March 9 I got a full refund! Allow me to show my appreciation by letting me fly with you again, CPA.

DO NOT BOOK UNLESS YOU WANT YOUR MONEY STOLEN. STAY AWAY UNTIL CORONAVIRUS OUTBREAK IS UNDER CONTROL. CATHAY PACIFIC MAY VERY WELL GO BANKRUPT. AVOID!

Flew Cathay Pacific a few days ago from Melbourne to Hong Kong. Upon arriving I found out that my connecting flight from Hong Kong to South Korea was cancelled and I鈥檓 stuck at Hong Kong airport for 6 hours alone with nothing to do. Cathay Pacific refused to offer me any refund or any accomodation in the situation I was just forced to wait in the airport for 6 hours.

Now I鈥檓 in Seoul and I find out my connecting flight back from Hong Kong to Melbourne has also been delayed, this time by 15 hours. But my flight from Seoul to Hong Kong is still the same! So now I鈥檓 going to be stranded in Hong Kong for 15 hours because of this awful company. Cathay Pacific Customer 鈥榮ervice鈥?didn鈥檛 offer me anything and informed me they have a strict no refunds policy at the moment. So now I have to spend around $300 on Taxis and accomodation for one night in Hong Kong (or I can just try to sleep in HK airport). This type of service is beyond unacceptable. I know the Corona Virus has hit Cathay Pacific hard and they鈥檙e struggling financially but this is NOT how you treat customers. British Airways and Virgin are offering full refunds for cancelled flights, Cathay Pacific are giving zero refunds and leaving people stranded. I hope they go under and if somehow they don鈥檛 I can guarantee I won鈥檛 be flying with them ever again.

Our flights were severely affected by the coronavirus, especially in that the President forbade Filipino passport holders from flying any routes involving transfers in Hongkong. We were very inconvenienced, and clearly the call centres and Manila office were overwhelmed: yet when we did manged to speak, staff were helpful and respectful – both on the phone and face-to-face. I was provided with an alternative flight, and then another; my wife was found an alternative airline flight at the last moment. In the circumstances, I felt many another airline would have done worse. Previous flights with Cathay Pacific have always been average or above average, and I shall fly with this airline again.

The worst airline for communication, customer service and customer care. Kept waiting on the phone for a hour+. Especially in a crises situation, they seem to be unprepared and disorganised. I am sure that Cathay Pacific has had enough experience with the SARS crises. They should be prepared for something similar that was inevitable, It was just a question of time before it happened again. They make there problems your problems, and you have to bear a lot of unnecessary costs. And on top of it all and whole lot of inconvenience. Most upsetting is that most of the luggage has to be left behind because of a weight issue. No one from Cathay Pacific has had the decency offer or suggest how to retrieve the luggage left behind. I have not even heard one apology from anyone yet during this Corona virus saga. I just feel very let down and saddened by a airline that is supposed to be one of the best.

I was looking forward to flying Cathay Pacific but ncov stopped that chance unfortunately. CX have shown their true colours since and have convinced me never to try them again!

They issued special ticketing guidelines and state a cancellation fee will be waived on my itinerary. Waited a week for a response and they tell me that my ticket does not meet requirements for full refund. Ok well it鈥檚 time to open a dispute then if they鈥檙e just playing games.

They obviously are settling refund transactions incorrectly as they鈥檙e about to go bust!

Embarrassing service.

Due to the cornavirus Cathay suspended my flight route and told me they would make alternative arrangements from Heathrow and this would be updated online in 24 hours. I have not heard anything for over a week and no update!! They are purposely avoiding the phone having been on hold two hours at a time for the last five days! And don鈥檛 even bother reading e-mails..i can鈥檛 make arrangements for my holiday in Japan because i have no idea when i鈥檒l arrive..if i even do!! Avoid this airline, disgusting customer service!

Do not book this airline as bankruptcy is relatively close.
Booked return flights to Myanmar last year, times of flights being the deciding factor.
Text message received today (just 3 working days before holiday), saying 1 return flight cancelled to re-routing me to another flight now checking in the DAY before. Hotel booking now Lost. From checkin to landing in UK is now over 3 DAYS !! (19 hours in HK Airport flying out the DAY AFTER). Phoned customer services (total 1 hour holding) to enquire about alternatives (One World etc). Nothing, they are not able to find any alternative flights. Asking if then it was possible to use a Cathay Pacific lounge over the hours to freshen up or coffee, NO. It is not possible for me to use their lounges (over 3 days of travelling !)
Not even giving a cup of Coffee…

Coronavirus is causing havoc for this company. Letting a customer use a lounge won't kill them financially , but Costumer services will put the nail in their coffin.

People trying to use them in hard times today are the competitions customers tomorrow…

Worst experience ever – nobody dares pick up the phone when I am trying to cancel a flight to the virus-stricken part of the world. Does anyone there have sympathy to my situation? Do they realise how awful it is to forced to fly to a place where death is imminent?

I had booked for my son to go to Beijing for the lunar new year holiday. As the Coronavirus threat became more severe i cancelled this flight on 21st January. Cathay decided that they could not run cancelled the flight because of the Coronavirus risk, yet charged me 拢150 cancellation fee.

Amongst others seat surveillance with hidden cams!

Not with me.

Can't get through their customer service line, NZ government ban the travelers including transfer in HK, NO refund ?? and can't cancel the flight. So Disappointed with your company!! Give me the refund!

Cathey Pacific Airlines is NOT refunding money on tickets booked through Hong Kong. There making there Customer pay a fee to live. They are criminals, people are dieing and they don't care. #catheyairfeetolive

I have travelled with them 4 times now and they have been on time, the plane is clean, the food is nice and the staff are friendly.
I would recommend this airline.