Cathay Pacific Airlines Customer Service Issues

I am traveling on February 11th from Vancouver to Phuket with a stopover in Hong Kong. I booked through Orbitz, and it seems that I am now booked to return on March 6th instead of March 4th as planned. However, on your site, it still shows March 4th arrival in Vancouver on March 5th. This is quite confusing. I am trying to confirm an upgrade to premium economy, which is important to me. I would appreciate a prompt response as I may have to cancel later today if I don't receive any answers. Thank you.

Hello, I am Qin Li. Due to the current coronavirus situation, I would like to reschedule my flight booked with Qunar from Guangzhou to Chicago for February 24, [redacted]. My order number is [redacted]76. I am looking to change my return destination to Hong Kong with a departure date on February 14, [redacted]. I have been attempting to reach customer service by phone without success and have encountered issues with my cellphone in the US preventing me from receiving verification codes for my booking. Your help in this matter would be greatly appreciated. Thank you.

I'm Qin Li, and I'm looking to reschedule my trip to Hong Kong from Guangzhou to Chicago due to concerns about the coronavirus. My booking number on Qunar is ************. I've been trying to reach your customer service via phone without success, as my cell phone is unable to receive the verification code in the US. I appreciate any assistance you can provide. Thank you.

Two days ago, our Newark to Seoul roundtrip flights with a Hong Kong layover were canceled. Yesterday, I contacted Cathay and they rescheduled our flights departing from JFK instead (we live in Georgia, so I also had to modify our Atlanta Delta flights). Today, I received an email from Cathay about another change: the return flight from Seoul to JFK via Hong Kong has been altered, arriving on a different date. Unfortunately, the new date doesn't work for us. Our group of seven includes my husband and myself, four children aged 17 to 8, and my 76-year-old mother. We are traveling for my daughter's wedding, and postponing is not an option. Please review our JBEFX3 reservation and get in touch. Thank you.

I have 3 flights planned to Ho Chi Minh via Hong Kong on the 22nd of February. I received information yesterday that the return flights I arranged for the 8th of March have been rescheduled 24 hours earlier, resulting in one day less for our holiday. Consequently, we need to adjust some domestic flights to Ho Chi Minh on the 7th of March due to time constraints between flights. My travel agent mentioned that any costs for not accepting the rescheduled flight will be my responsibility. I am curious if this is accurate and if I can seek compensation from Cathay. Thank you, Jackie S.

I recently tried calling the number listed on your website ([redacted]) to speak with a customer service representative, but a recording stated the number was incomplete. CX has cancelled my CX144 flight from Perth to Hong Kong on 5/3 and rebooked me on CX170 at 00:10 on 4 March. I was supposed to transit in Hong Kong to Delhi with CX, but no information was provided about that flight. I urgently need to speak with someone at CX as the alternative arrangements made for me from Perth to Hong Kong are completely unacceptable. Thank you.

I have a trip planned for next month, departing from Boston, Massachusetts, USA, transiting through Hong Kong Airport to Sydney, Australia on 3/21/[redacted]. Then, on 4/1/[redacted], I will be flying from Sydney to Ho Chi Minh City, Vietnam. Finally, on 4/7/[redacted], I will travel from Ho Chi Minh City back to Boston, transiting through Hong Kong Airport. Due to the Coronavirus outbreak, I am considering canceling my trip for a refund. I booked my tickets through Expedia.com, and they advised me to reach out to Cathay Pacific Airline for assistance. Can you please advise me on the next steps I should take? Thank you.

For the past three days, we've been attempting to contact Cathay Pacific via email and phone with no luck. It's been incredibly frustrating trying to obtain a refund for our flights. We received an email notifying us that our flight from Gatwick to Heathrow on the 19th of February has been changed (booking reference T7AS6Z, passenger named Levick), with layovers in Hong Kong and Danang. As seniors over 70 with health concerns, we've been advised against traveling. Unfortunately, Cathay Pacific has not been responsive, leaving us worried about losing our money. This lack of assistance is particularly unfair given our status as pensioners. We are simply seeking some guidance and support during this stressful situation. Thank you.

I contacted the global help center to request a change to my departure flight details. I initially booked a round trip flight from PNH-SYD, with a departure from SYD planned for February 15, [redacted]. I would like to reschedule my departure to August 2, [redacted]. The representative from the Global Help team informed me that my ticket can only be valid for three months. However, during my reservation in January, the website indicated that tickets could be held for a year. The discrepancy between the stated duration on the website and the three-month limit now imposed on my ticket is confusing. Could you please clarify this discrepancy for me? Ticket Number: [redacted][redacted] Full Name: Malinet Chea Booking Reference: NK2797

I have an issue with my flight today from Sydney to London with a layover in Hong Kong. The connecting flight from Hong Kong to London has been canceled, and I have been rescheduled for the 14th of February. Unfortunately, this new arrangement will get me home too late, as I must be back by Thursday evening at the latest. I am hoping for alternative routing or a better solution to avoid a lengthy layover in Hong Kong. I appreciate any assistance. Isabella H.

My husband and I purchased tickets for a flight on April 7th from JFK to Taipei with a layover in Hong Kong on Cathay Pacific, and returning on April 18th from Tokyo to JFK. Due to concerns related to the coronavirus, we are contemplating canceling our travel plans. Could you kindly provide information on any cancellation fees that may apply in this situation? Additionally, we would like to explore alternative options such as receiving a credit, voucher, or rebooking with an open date. Could you also specify the fees associated with each of these alternatives? Thank you. - Maria

I'm concerned about our travel plans from Barcelona to Auckland. Our departure date changed to Monday, February 24th, causing us to miss our connecting flight to Auckland from Hong Kong. We haven't received details about the additional night in Barcelona or the new flight arrangements. Our booking reference is RFKG6H, and we were originally booked on flights CX318 and NZ4992. This sudden change has left my husband and me feeling stressed due to the lack of communication and uncertainty. I hope to receive clarification soon. - Christine G.

Hello, my name is Miguel Montemayor Doblas. I have run out of the medication needed for my chronic illness. Shipping medications from Spain to outside the European Union is prohibited. In January, I was hospitalized for bronchitis and have not fully recovered, making me vulnerable to falling seriously ill without my medication. I have low immunity and urgently need to reach a hospital in Barcelona before February 26. I have medical documentation supporting my condition. I have paid for an additional flight in case of health emergencies, but need assistance in rescheduling my return flight as soon as possible. The airline must accommodate this urgent situation as it pertains to my critical health condition.

We canceled our tickets with booking reference JENSQ5 and expected refunds for both. However, only one refund was received on 2/1/20. After contacting Cathay Pacific, they advised us to wait longer as the second refund should appear as a credit on our American Express card. Despite being informed that both tickets were refunded, we haven't received the second credit even though it's been a month past the expected processing date. The ticket numbers are [redacted][redacted] and [redacted][redacted]. I need confirmation that both refunds were credited back to the American Express card used for the purchase. This way, I can check with the card issuer to ensure the credit was processed. If not, please issue a credit for the ticket that wasn't refunded. Please advise on how to best resolve this matter. Thank you. C. S. and A. J.

Hello, I am a loyal Asia Miles member and have frequently traveled with your airline. I had a booking for a flight from Manchester to Cebu on 1st November with reference number RFHC6V, scheduled to return at the end of April. I was informed that the flight was canceled, and I received a partial refund of £[redacted].20 to my credit card. Due to the ongoing pandemic situation and uncertainty, I requested a refund and attempted to book alternative flights which were subsequently canceled by Turkish Airlines on various dates, including 29th May, 16th June, and 3rd July with short notice. Another flight is booked for 2nd August, but I am unsure if it will proceed as there has been no confirmation from the airline. My last hope is to inquire if C/P would be willing to fly us back to Manchester from Cebu in exchange for the refund I received, as I would have preferred a voucher. We are in a difficult situation and need assistance urgently, as we are older individuals facing lockdown restrictions in Cebu due to the pandemic. Your prompt attention to this matter would be greatly appreciated. Please consider our predicament. Thank you for your understanding and stay safe. Sincerely, N. L. & A.

Hello, my wife and I traveled in business class from London, England to Hong Kong, with a stopover before heading to Melbourne, Australia. Regrettably, my wife's suitcase was lost and did not arrive with us in Hong Kong. It took a couple of weeks before we were reunited with the suitcase at Albury NSW airport in Australia. Currently, I am involved in a commercial court case unrelated to Cathay Pacific, and I require any available flight details, information, or communications regarding the lost baggage to demonstrate the incident did occur. The timeline is crucial for another matter. The passengers were Michael Wildon and Janet Wildon, and this would have occurred in March or April [redacted]. Even though this happened a while back, any assistance you can provide would be greatly appreciated.

Dear Customer Service, I am writing to express my disappointment regarding the misinformation provided by a Cathay telephone sales representative. I contacted Cathay last week to inquire about purchasing a ticket from Paris, France, to Manila, Philippines, for trips on January 15, [redacted], and February 26, [redacted]. I was aiming to buy the ticket before June 1, [redacted], to secure the special roundtrip fare of approximately [redacted] euros. The representative assured me I had until the end of June to buy at this rate. Based on this information, I planned to purchase before May 20th. However, when I tried to buy on June 2nd, the price had increased to [redacted]€. I kindly request that you honor the original fare of [redacted]€ due to the misinformation provided by your staff. I am a long-time Cathay customer and value the service you provide. My contact details are: Judy Kwek Garnier, [redacted], 33-6-86-68-77-32. Sincerely, Judy Kwek Garnier

Dear Customer Service, I am Charles W Lum and I am reaching out regarding my upcoming travel plans. I have a concern about the nucleic acid test required within 72 hours of departure for my trip from Las Vegas, Nevada to Hong Kong with a layover in San Francisco. The guidelines from the Hong Kong government state that only test results from accredited facilities in Dallas, Texas, and San Francisco, California airports are accepted. I am unsure if a test taken in Las Vegas within the 72-hour timeframe is considered valid. Given my late arrival and short layover in San Francisco, I will not have time to get tested there before my connecting flight. I am seeking advice on my options. Would it be best to reschedule my connecting flight for a later time in the day to allow for testing at SFO without incurring additional costs? I am also open to adjusting my departure dates if necessary. Thank you for your assistance. I appreciate your help with this issue. Sincerely, Charles W Lum

Dear Wan, I am Aye T. Htay, and my booking number is 28RBUI. I had originally booked a round trip from Toronto to Bangkok (departing on Dec 11 and returning on Jan 2) back on Nov 7, [redacted]. However, I received notification that the return flight from Bangkok was rescheduled to Jan 1, [redacted]. Subsequently, I was informed that the departure flight from Toronto was also changed to Dec 10, [redacted]. After speaking with customer service, an attempt was made to reschedule my return flight as I could not leave on Jan 1. The only available option was a 37-hour journey on Jan 3, which was not feasible for me. I paid $3,[redacted].06 for this trip, selecting this airline specifically to avoid multiple transits and long layovers. Due to work commitments at a law firm with impending deadlines, I reluctantly accepted the airline's changes. However, these alterations have disrupted my plans, necessitating rescheduling and inconveniencing me greatly. I believe it is unfair to be charged $3,[redacted].06 for these inconveniences. I kindly request for this issue to be escalated to the appropriate department for review and to consider a reasonable reduction in fees. Thank you, Aye Htay

Dear Customer Service, My name is Aye T. Htay and my booking number is 28RBUI. I made a reservation for a round trip from Toronto to Bangkok departing on December 11 and returning on January 2. Later, I was informed that the return flight from Bangkok was rescheduled to January 1. Then, I was notified that the departure from Toronto was changed to December 10. Despite contacting customer service to adjust my return due to being unable to travel on January 1, the only available option offered was a 37-hour journey on January 3, which I found unacceptable. I chose this airline to avoid multiple layovers and long transit times and paid $3,[redacted].06 for this trip. As a busy office worker with strict deadlines, the flight changes have forced me to rearrange my plans. I am dissatisfied with the airline's schedule changes and the impact on my arrangements. I believe it is unfair to be charged $3,[redacted].06 for these inconveniences. Please escalate this issue to the relevant department and consider reducing fees as a fair resolution. Thank you, Aye Htay