I booked two business class award tickets using miles for a Cathay Pacific flight a few...

GetHuman3072733's customer service issue with Cathay Pacific Airlines from June 2019

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Name on the ticket, Booking reference, Billing address, Email address on the account, and Frequent Flyer number (if applicable)
The issue in GetHuman3072733's own words
I booked two business class award tickets using miles for a Cathay Pacific flight a few weeks ago (*******). The flight is on *******, non-stop from IAD to HKG (CX***). In early to mid-May until a week ago, the flight was widely available and searchable on every search engine, including Cathay's on site. I booked the * business class fare tickets with no issues, and received email confirmation. Booking still shows Confirmed and available Cathay's website when pulling up Booking reference *. So, about a week ago I decided to look for an additional seat on the flight, for another companion who decided to join us. However, I could not find the flight anywhere, on any search engine (all fare classes, paying cash). I decided to call Cathay to inquire about the flight and booking another ticket. The agent was really kind, but she also could not pull up the flight for a new booking, even though she could see my confirmed tickets on said flight. She sent an inquiry to Headquarters in Hong Kong, and said she would call me back on the following business day. Skipping to the end of the story, she called to inform me today that there is a pending itinerary change for the flight that I'm booked on, but HQ would not give her additional details. She could not confirm*deny if that meant that my flight would be cancelled, but she also was not allowed to make new bookings on the flight. She said that I would be notified the "changes" by Cathay eventually, but had no idea when that would be. They only thing she could recommend is that I change my reservation to a different day as soon as possible to prevent any future disappointments if the flight ends up being cancelled. This would be my first trip to Asia, only my *nd overseas trip, my first time flying on Cathay and my first time flying long-haul in Business Class (lie-flat seats!). I convinced myself to splurge (I paid cash for the miles) supposedly on one of the best international airlines and on one of the best long-haul business class products. This is a group trip and we are flying out of different cities to arrive in Singapore on March **th. The only options with Cathay are to leave a day earlier (March **) or * days later (March **) according to Cathay's weekly IAD to HKG schedule. Unfortunately, my companions in DC are unable to leave a day earlier because they are already maxing out on vacation leave for our **-day SE Asia trip. I have yet to even be notified by Cathay of what's going on with my flight, and I do not know what to do at this point. I would like to contact HQ directly but not sure how. I would like to ask if it's possible for them to arrange to fly us out of a nearby departure city that has confirmed non-stop flights to HKG on March **th (JFK, EWR). If they could honor the award tickets that we booked originally, and allow us to book a *rd award ticket using miles, as we had intended to do originally... before the flight performed a disappearing act online.

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Cathay Pacific Airlines

Customer service issue
Reported by GetHuman3072733
Jun 12th, 2019 - a year ago
Not resolved
Seen by 4 customers so far
Similar issue to 1513 others
0 customers following this

Timeline

GetHuman3072733 started working on this issue
Jun 12th, 2019 2:01am
GetHuman3072733 indicated the issue is not fixed yet.
Jun 12th, 2019 6:09am

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