From Everything.Sucks

Cathay Pacific Airways Ltd. (CPA), more widely known as Cathay Pacific, is the flag carrier of Hong Kong, with its head office and main hub located at Hong Kong International Airport. The airline's operations and subsidiaries have scheduled passenger and cargo services to more than 190 destinations in more than 60 countries worldwide including codeshares and joint ventures. Cathay Pacific operates a fleet consisting of Airbus A330, Airbus A350 and Boeing 777 wide-body aircraft.nCathay Pacific Cargo operates two models of the Boeing 747. Wholly owned subsidiary airline Cathay Dragon operates to 44 destinations in the Asia-Pacific region from its Hong Kong base. In 2010, Cathay Pacific and Cathay Pacific Cargo, together with Cathay Dragon, carried nearly 27 million passengers and over 1.8 million tons of cargo and mail.

Niki shared in a review, "Cathay Pacific has cancelled my reservation from HK - Sydney 3 days before the flight date with an email saying they are not accepting me to travel due to government restrictions. However, on their website, the flight status is still on schedule. I am not sure why they just cancel my reservation when the flight status is still on schedule! They cannot say what the reason was when I contacted their customer service."


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Rina KingofDuck says

"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."

edmund says

"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."

Lê Hải Anh says

"Staffs are so terrible, unfriendly. They didn’t respect customers."

Fabio Piras says

"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!"

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