Cathay Pacific Airlines Customer Service Issues

While traveling from San Francisco to Bangkok with Cathay, I unfortunately encountered issues with missing travel documentation. Despite having an approved E-Visa, I overlooked the THAIPASS document necessary for entry into Thailand. Surprisingly, Cathay allowed me to board without verifying this crucial piece of documentation. Subsequently, upon landing in Bangkok, I was denied entry and required to return to the US. This led to a long and stressful journey back via Hong Kong, Los Angeles, and eventually back to San Francisco. I have submitted two complaints to Cathay regarding this incident and am currently awaiting their response. The airline's oversight in not ensuring proper documentation raises concerns, especially for individuals with health conditions that could be jeopardized by such extensive travel. As I regroup and consider alternative holiday plans, I am now looking to book with ANA to salvage some of my vacation time. Any suggestions or guidance on handling this situation would be greatly appreciated. Thank you, Daniel Herron Travel Journalist

I have travel plans to fly from Los Angeles International Airport to Dhaka on December 17th, returning on January 2nd, [redacted]. I already booked my return ticket from Dhaka to LAX with booking reference 5PXXPI. I made a mistake and forgot to purchase the departing ticket from LAX to Dhaka. Unfortunately, buying two separate one-way tickets is more expensive than purchasing a round trip. Is it possible to modify my booking to a return trip and pay the price difference with Cathay Pacific?

Hello, I am inquiring about a past flight cancellation refund that has not been received yet. Booking Reference No.: 6D8ASZ for Qantas flights from Brisbane to Sydney and Sydney to Hobart on 08/08/[redacted]. Passenger: Todd Evans, DOB: 05/06/[redacted]. I made flight changes for this booking on 20/07/[redacted], requested a cancellation, and received my Asia Miles refund, but I am still waiting for the cash component to be refunded. Thank you, Todd Evans

Hello, I’m Phong Doan. I called today, on March 3, [redacted], GMT +6 due to an unfortunate incident with my flight. My flight with booking reference 5T8HJX was cancelled. I was informed by Cathay Pacific that no alternative flights were available on my original booking date. The agent I spoke with agreed to request a change of airline, but there is uncertainty about its approval. I have carefully planned schedules in Canada and Vietnam around my original booking date. I need to be in Hanoi, Vietnam on May 4, [redacted] local time. I can be flexible by 1-2 days, but not more. The airline must ensure my companion and I reach Hanoi by May 4. It does not need to be with Cathay Pacific or via Hong Kong. Arriving in Hanoi on this date is crucial for me. I have already paid for my ticket and cannot accept a refund. Any date changes would significantly impact my family's schedule and finances. I require satisfactory changes or compensation. Failure to address this may lead me to pursue legal action.

Dear Sir or Madam, I have a Cathay Pacific ticket from Hong Kong to Manila. I am retiring in the Philippines where my Filipino wife and daughter are already living. Despite the suspension of the Philippine Immigrant Visa due to the pandemic, I applied for a Philippine Tourist Visa at the Philippine Consulate in Hong Kong. I have been advised by the consulate to utilize the visa-free entry option granted by my German passport to enter the Philippines since visa-free immigration for passport holders with visa waivers has been reinstated as of February 3, [redacted]. I am concerned about whether the Cathay Pacific check-in staff at Hong Kong International Airport is aware of the visa-free travel option to the Philippines to avoid any issues boarding the flight without a Philippine Visa in my passport. I am scheduled to depart Hong Kong permanently on March 14, and missing the flight due to any misinterpretations could have serious consequences. I would greatly appreciate your confirmation on this matter. Thank you for your assistance. Sincerely, Herms M. email: [redacted] whatsapp: +[redacted] 51 82 70 39

Dear Cathay Pacific Team, I recently experienced nearly two hours of waiting on the Cathay Pacific Hotline without any assistance. I am reaching out on this platform for help since I am not a Marco Polo Club member and other hotlines have not been useful to me. I hold a Cathay Pacific ticket for a flight from Hong Kong to Manila on March 14. With plans to relocate permanently to the Philippines, I have encountered challenges due to the suspension of issuing Philippine Immigration Visas at the consulate in Hong Kong amidst the pandemic. However, as visa-free travel has resumed as of February 3, [redacted], for passport holders like myself, the consulate advised utilizing the visa waiver to process the immigration visa upon entry to the Philippines. I kindly request confirmation that the Cathay Pacific Check-In Staff is updated on the visa-free travel regulations for the Philippines to avoid any complications during check-in and ensure a smooth journey. Please respond to me at [redacted] Warm regards, Herms Muellerstein

Dear Sir/Madame, On September 29, [redacted], we embarked on our journey from Vancouver to Kathmandu with 3 round trip tickets. The travelers include Rajan Pradhan and Saundarya Pradhan, Canadian Passport holders, and Sushma Pradhan, a Canadian Permanent Resident with a Nepalese Passport. Cathay Pacific in Kathmandu, Nepal has informed us of Sushma Pradhan’s requirement for a Hong Kong visa to fly, which was not attainable for Nepalese passport holders through the Chinese Consulate. Sushma was able to depart from Vancouver but was advised she could not return with the current ticket. A solution offered was to change her flight for October 22 without extra fees. Our visit coincides with the Deepavali Festival, ending on October 27. Unfortunately, Cathay Pacific did not notify us of the visa issue while booking the initial flight. We kindly request assistance in arranging an alternative flight for Sushma Pradhan promptly and without additional charges. Thank you, Rajan Pradhan (Spouse - Canadian Citizen) Sushma Pradhan (Canadian Permanent Resident, Nepalese Passport)

Hello, I was informed by your staff that if I cancelled my ticket within 24 hours, no charges would apply. However, I was charged $[redacted]. Please review the attached documents. Thank you, Chun Yick Wong

I am experiencing extreme frustration trying to reach your company to request a refund for the unused portion of my air ticket. My original booking reference is 5FBZDM for a round-trip ticket from Toronto to Hong Kong and back. I missed the return flight from Hong Kong to Toronto due to a family emergency. Unfortunately, I did not receive assistance at the airport as the check-in counter informed me they do not handle ticketing and advised me to purchase another ticket online. My attempts to contact your customer service phone line were unsuccessful as it continuously rang without any response. My husband and I had to buy a new one-way ticket with the booking reference 55BMKO from Hong Kong to Toronto. I have been trying to request a refund for the unused portion of the original ticket, but I have been unable to make progress. Your website mentions canceling the ticket before requesting a refund, but I could not access it after the flight departed. Despite waiting on hold, I was still unable to reach anyone through the phone line. I would greatly appreciate your assistance in processing the refund as I believe in your company's commitment to excellent customer service. Sincerely, Shuk Yee Zarina Tam and Kwok Wah Leung

To enter Hong Kong in transit, there are guidelines that must be followed. Travelers need a negative COVID-19 rapid antigen test (RAT) up to 24 hours or a PCR test up to 48 hours before the last flight to Hong Kong SAR. The negative test results can be included in the health declaration form, along with a photo or a test report. Children under 4 are exempt from this testing requirement. The two types of tests accepted are PCR and Antigen tests, with specific timeframes. For the antigen test, you can self-administer it at home and show a picture at the airport if it meets the requirements. These tests are for all travelers, not just those staying in Hong Kong.

Subject: Complaint about Denied Boarding Experience Dear Customer Service, I am writing to express my disappointment with the recent travel experience of my parents, Mr. Y.D. and Ms. L.J., who were denied boarding on Flight CX381 from Shanghai Pudong International Airport to Hong Kong and Flight CX880 from Hong Kong to Los Angeles on January 8, [redacted]. Despite arriving at the airport five hours before departure, my parents encountered issues with the Cathay Pacific staff. They were not allowed to board due to presenting a digital instead of a color-printed COVID-19 test result and because my mother's passport had less than six months validity left. These reasons seem unreasonable, especially considering the circumstances of the pandemic and the urgency of their travel to the U.S. to care for my daughter who has specific medical needs. The experience caused my parents significant distress, leading to health issues and added expenses for alternative arrangements. We are also disappointed by the lack of refund from the airline for the [redacted] Euros paid for the tickets, along with the extra costs incurred during this ordeal. I kindly request a refund and compensation for the inconvenience and stress caused during this incident. Thank you for your attention to this matter. Best regards, Xin

Dear Augustine, I hope this message finds you well. Congratulations on your recent appointment as CEO of Cathay Pacific. I wanted to bring to your attention the issue I have encountered with my Marco Polo Club Membership, number [redacted], which I have held since [redacted]. Due to the Covid-19 pandemic, my travel frequency has been significantly reduced since January [redacted]. However, upon attempting to reactivate my membership, I was surprised to discover that it had been terminated without my knowledge, along with the uncertainty of my accumulated mileage points. Despite numerous efforts to contact Cathay Pacific Customer Service over the past month, including via phone and email, I have not received a response regarding my membership status. I am a loyal customer of Cathay Pacific for over a decade and seek your assistance in rectifying this situation. Unlike my experiences with other airline loyalty programs, Cathay Pacific has not communicated with me regarding my membership status or expiration. I kindly request your intervention to reinstate my Marco Polo Membership promptly. Thank you for your attention to this matter. Sincerely, Teo Tong Kooi

I booked an E-Ticket through EaseMyTrip for me and several others from Cathay Pacific Airways. The booking was made on Wednesday, September 25th for a trip from SFO to BOM on Tuesday, November 19th. The PNR is *HH*PF. We paid Rs. ******.** online through Internet banking. There were connecting flights with JetBlue and Cathay Pacific Airways involved. However, when we tried to check in on November 19th, we were informed that the JetBlue flight was not operational that day. We then contacted Cathay Pacific to inquire about boarding the second sector from LAX, but they refused because we did not take the first sector due to the flight cancellation. Consequently, we had to cancel the entire ticket. Despite contacting EaseMyTrip for a refund, they stated that they have not received the refund from Cathay Pacific Airways. We have been struggling with this issue for the past three months and kindly request Cathay Pacific Airways to promptly refund the full amount of Rs. ******.**. We are unsure of the refund process and seek assistance. Thank you.

I made a reservation for a flight with multiple sectors through Cathay Pacific Airways via EaseMyTrip. The booking was made on September 25, [redacted], for travel on November 12, from San Francisco to Mumbai. However, there were issues with the JetBlue flight on the first sector, which led to the cancellation of the entire ticket. I have been trying to get a refund for the past three months, but EaseMyTrip mentioned they have not received the refund from Cathay Pacific Airways. I urge Cathay Pacific Airways to expedite the refund process for the amount of Rs. ******. Sincerely, Francis Xavier Menezes.

I made a booking for * passengers on Cathay Pacific Airways through EaseMyTrip with Booking ID-EMT*********. The flight was from SFO to BOM on **Nov****. The PNR is *HH*PF. I paid Rs. ******.** via Internet banking. The itinerary included JetBlue B* B*-**** from SFO to LAX and then Cathay Pacific Airways to HKG and subsequently to BOM. However, the JetBlue flight was not operating on **Nov****, and despite efforts to rearrange with Cathay Pacific, I was advised I could not board at LAX if I missed the initial flight. Consequently, the entire ticket had to be canceled. EaseMyTrip has informed me that they are awaiting a refund from Cathay Pacific, but there has been no progress after three months. I kindly request Cathay Pacific Airways to expedite the refund process for the amount of Rs. ******.**. Thank you. Francis Xavier Menezes.

Hello, I am Yoel Kirshman and Nakibly Y. We booked plane tickets for a flight from Tel Aviv to Cebu with your company. Prior to the flight, we selected seats based on a diagram online, choosing row 60 for the extra legroom displayed. However, upon boarding, we discovered the seats didn't match the diagram and had no extra space. We suspect this may have been misleading. We raised the issue with the crew, who acknowledged the discrepancy. Due to a medical condition affecting Mr. Nakibly, we seek compensation in the form of a Business upgrade for our return flight from Hong Kong to Tel Aviv on 20.03.23. We are eager to address this matter directly with you. Thank you for your prompt attention.

Hello, I'm Daniel Miś. Originally, I created my account with Cathay Pacific using only my first and last name, Daniel Miś. However, upon my request, they added my second name, Piotr, to my account. Nonetheless, my ticket still reflects only "Daniel Miś". Should I present myself as "Daniel Miś" during check-in, or should I include my second name, making it "Daniel Piotr Miś"? Safety is my priority.

As a Diamond Marco Polo member with over 60,[redacted] points to be used by [redacted], I recently received a notification from CX on July 6, [redacted], informing me about upcoming updates to the flight award charts for redemption tickets issued on or after October 1, [redacted]. I am interested in booking a redemption flight before the mentioned date to use the flights either by the end of [redacted] or in early [redacted]. Additionally, I would appreciate receiving a contact telephone number for Cathay Pacific Airlines, preferably in Italy, specifically in Milan, to discuss the mentioned changes. Thank you.

I am writing in reference to my booking 56LVES (e-Ticket No.[redacted][redacted]), for my journey from POM-HKG and HKG-YVR. Unfortunately, I missed my HKG-YVR flight as my initial flight from POM-HKG on Air Niugini (PX008) was delayed. I had to make a new booking from Hong Kong to Vancouver to stick to my original schedule for an important matter. I am requesting a refund or reimbursement for the HKG-YVR leg of my journey to compensate for the inconvenience, stress, and effort I experienced while dealing with the situation. I look forward to a prompt response from you on this matter. Thank you for your attention to this issue.

Subject: Inquiry about Upgrading to Premium Economy Seats Dear Customer Service Department, I am writing to inquire about the possibility of upgrading our upcoming flights from Melbourne to Hong Kong and back from Economy Class to Premium Economy. Our booking references are 5lQ8VW and 5V5SFD. The flights were booked through Luxury Escapes for a package. We are excited to fly with Cathay Pacific and have heard great things about the additional space and amenities of the Premium Economy cabin, which would be beneficial for us as elderly passengers. We are interested in knowing the costs involved in upgrading to Premium Economy for these flights and would like a breakdown of the fees per leg of the journey. Our main goal is to enhance our travel experience by ensuring comfort, better amenities, and an overall pleasant journey. If there are any discounts available for elderly passengers, we would appreciate that information as well. Please contact us at <[redacted]> or [redacted] for any further details. Thank you for your attention to this matter. We look forward to your response regarding the possibility of upgrading to Premium Economy. Sincerely, Peter Cryan