Cathay Pacific Airways Reviews 734

Miles never received in the program indicated during reservation.

Cathay pacific works with very disrespectful people. They lie, play with you and they don’t care about it! When we arrived in Manilla ninyoy airport to check in for our flight to Brussel, the customer said: the gate is change. Go to A. We asked: are you sure? He said yes. But it wasn’t change. We where in the wrong terminal because of him!! They closed the gate end laughing in our face. We where 5 minutes late. We tell them how this happens, but they never agree, like : we did nothing wrong. I was almost crying en they said: if you want to go home, rebook and pay 2300 extra. I spend my last money on a flight to go back home with Etihad.

It was my first and last time with Cathay Pacific. It’s very disappointing. My sister have also booked a flight in december with cathay pacific to Bangkok. She is going to rebook with qatar now.

During China Holiday, I have broke my Knie.
Came to München over Guangzhou, Hongkong.
I have got wheel Chair and quick Transfer at the all three Airports.
Air Crew members dealed me as a Special guest.
Thank you all.

Had a flight on 17th of Oct from AMS - TOKYO and it couldn’t have been any worse. We went to the airport and it started with the queue for checking in being really long. In the end we stayed at that exact same queue for 8 hours, with delay after delay and ultimately cancellation… as they had no service desk at Schiphol we called them immediately and the girl from customer service said ‘sorry, we don’t have any flights to Tokyo till the end of October…’ we thought our dreamtrip was over. After calling them the rest of the day (no exaggeration: about 30 calls further, they couldn’t assist us well and it was the most frustrating afternoon we could ever have) they finally got us a flight 24 hours later, where others had a flight the same day and others had a flight 3/4 days later… image how they ruin people’s whole trips. The next day we flew with another airline to Tokyo. On the way back home, our flight was again delayed and again they had to put us on a different flight to get us home, Im glad they even got us home after the first experience… now being back and trying to get a refund for the cancelled flight is also a drama, as the website has hidden the page to start the process really well, I can’t seem to find it and customer service is reaallly bad. Never flying them again!! Heard they were the KLM of Asia, but nothing could be further from the truth…

On October 29, 2025, I was robbed on board a Cathay Pacific flight from Dubai to Hong Kong. All my money — AED 7,000 (around USD 2,000) — was stolen from my backpack during the flight.

When I discovered the theft upon arrival in Hong Kong, I immediately informed the cabin crew. Unfortunately, the flight attendants were completely indifferent and unhelpful; they seemed more concerned about discussing the situation among themselves than assisting me. Their faces showed a mix of fear and apathy, and no real action was taken.

I refused to leave the aircraft until the police arrived, but even the police appeared more sympathetic to the airline than to a passenger who had just lost all his money in a foreign country.

My advice: If you ever fly with Cathay Pacific, never leave your money or valuables in your bag. Keep them in a small pouch around your waist or in your pockets, because if you fall asleep or leave your seat to use the restroom, you might be robbed — and they will still ask you for witnesses to prove it happened.

I spent 2 hours speaking to 4 different customer service reps trying to change a flight. Two dropped out of the chat for no reason. One told me my personal details (email address, name etc) were incorrect & left the chat even though these were the same (correct) details I'd been supplying to the previous customer service agents! In the end I gave up trying to change my flight & adjusted my travel plans even though that wasn't what I wanted. Travel on-board is totally unpleasant as well - tiny seats, below average food, grumpy flight attendants etc. The only positive was in HK when the ground staff gave me assistance to board a flight due to an injury to my knee.

Changed our pre-chosen and paid for premium economy seats without consultation to bad ones. Were meant to advise us. This is despite booking 11 months prior to our flight.
The gluten free food is also really bad. Nothing but tasteless fish, which we found inedible. So hungry over a 24-hour flight, and forced to pay for meals prior to and in between our 2 flights. Also, no regular water - had to ask and gave up in the end.
So frustrating to have paid a premium for this treatment. They just don’t care.

They use dynamic pricing which is ridiculous - flights triple price in a matter of hours. Not very ethical.

Subject: Complaint Regarding Flight Disruption and Denied Mileage Credit – Cathay Pacific, September 20, 2025

My flight from Shanghai to Hong Kong was delayed due to mechanical issues, as confirmed by Cathay Pacific staff at the gate, the pilot during the flight, and rebooking agents in Hong Kong. This delay caused me to miss my connecting flight to Los Angeles and the rest of my itinerary. I was rebooked on alternate flights, including segments on United Airlines, which are outside the OneWorld Alliance.

As a result, I lost mileage credit and elite status progression with American Airlines, despite having booked the original itinerary through American Airlines and OneWorld partners. Cathay Pacific later denied my compensation request, falsely attributing the delay to weather. All through the process, representatives of Cathay Pacific told me they would take care of me by providing equal or better flight accommodations. What they provided was not equal to what I had booked. I would not recommend flying Cathay Pacific due to its poor treatment of its customers.

Poor service and overall experience with Cathay Pacific Airways! CX250 LHR to HKG was poor from start to finish! Food and drink service slow and ran out of wine! Worst of all the IFE TV didn’t work so a long 11.5 hour flight! Won’t use Cathay again but unfortunately I have 3 more sectors!

Huge inconvenience and rude staff
My flight was delayed and I missed the flight I didn’t get the hotel because I hold Nepalese passport and was offered lounge where there was no bed I didn’t sleep a minute and I’m boarding on 9hrs flight I asked staff to upgrade she was so rude she literally said no like literally just NO in a rude tone and asked me to leave from queue which I felt so disrespectful and disappointed with the airlines. I mean I said I will pay for the upgrade and she said NO. The night has been very traumatic for me my face is dropping off due to tiredness she has just shown the most inhumane behaviour.

I recently had a disappointing experience with Cathay Pacific due to incorrect information from their customer service. I had booked my Melbourne–Sydney–Hong Kong–Hyderabad flight directly on the official website. Before my trip, I called Cathay Pacific to confirm baggage transfer procedures since my first leg was operated by Qantas.

The representative told me that I would need to collect my luggage in Sydney, move from Terminal 3 to Terminal 1, and recheck it at the Cathay counter—which she said would close 1 hour before departure. She and her supervisor insisted there was no other option and advised me to change to an earlier flight at an extra cost of AUD $243.

On the day of travel, I discovered this information was completely incorrect. My luggage was checked through all the way to Hyderabad by Qantas, and Sydney Airport had an airside bus transfer system between terminals. Everything worked smoothly, and there was no need to change flights at all.

Because of this misinformation, I paid AUD $243 unnecessarily, had to take an earlier 6:45 a.m. flight instead of 8:10 a.m., and waited hours in Sydney for no reason. I’ve submitted a formal complaint and hope Cathay Pacific will review this matter fairly and issue a refund.

The in-flight service itself was excellent, but the customer service advice caused unnecessary stress and expense. I still believe Cathay Pacific can do better by training their support team to provide accurate information to passengers.

No means to check in online
NO HELP AVAILABLE AS INFORMED BY CATHAY PACIFIC AGENT to reset password.
In Japan so not password reset OTP sent to phone.
Great service in the air. Good luck trying to check in beforehand!

Business class. They emailed to say flights back to Australia from Spain cancelled. We thought it was a scam since no alternatives provided. But it was the HK typhoon of course. Then within a day another email saying they'd rebooked us on Qatar Business Class at no extra cost to us and no input needed from us. Brilliant.

Booked on a return flight, Manchester to Tokyo, via Hong Kong. Refused boarding because the onward flight from HK to Tokyo was grounded because of Typhoon Ragasa, but told they would organize an alternative flight home for us. Abandoned by staff at the airport, with zero support - finally we had to arrange our own return flight (and pay ourselves). The next day, we were offered an alternative flight from Hong Kong to Tokyo - impossible to take that because we were still in the UK! After a long-winded complaints procedure, where we carefully explained their mistake, we were refused compensation because "we had refused the alternative arrangements made". Cathay Pacific obviously didn't read our report carefully & we are still waiting for compensation. APPALLING customer support - stay away from this god-awful company.

Quite possibly the worst customer service you will ever experience. Long flight from London to Australia, the TV sound did not work. The inflight team had no other seats to offer in the same class and rather than offer a higher class, they refused to move me. So, we didn’t have use of the TV for the entire journey. Upon returning home, I was offered 12,000 Asia Miles compensation, equivalent to approx $60. We paid approx £3,000 for the ticket. On what planet is this fair and the fact there is no recourse, is perhaps the worst part.

I just spend a frustrating 3 days trying to use Cathay's WhatsApp channel to change to a cheaper flight. Because of this delay, I missed out on alternative flights that I could see online.

When I called their local number instead, it was all sorted within 15 minutes.

The WhatsApp staff seem really overwhelmed, and I feel for them. Their issue handling process has been badly set up by Cathay.

Every time they reply, my next request gets put at the back of the queue again. This is unusual, and makes it hard to resolve simple requests.

They seem unable to give specific information, or they can't do what I'm asking, but they also don't say that clearly, either. They just repeat a variation of their last comment. It feels very scripted.

They also did not direct me to more helpful contact channels, even though I asked.

However, although this delayed us by only 5 minutes, the issue was resolved by using the printer of another check in desk.

After going through the very long passport control, we arrived at gate B30 and shortly after we boarded our flights in groups via an airport shuttle bus.

The gate staff were professionally efficient and friendly as indeed, the air crew welcomed us on board as if we were family!

The airplane was spotlessly clean and well equipped as we took our seats 45A/B and C

The individual inflight entertainment system was excellent with a good choice of videos and music.

The pre-lunch drinks service was excellent with a plentiful selection of drinks including wine and liquors.

There was an issue with the dinner service as although there were 3 selections, one selection (Eggplants with potato in a tomato sauce) was unpopular.

This meant that by the time the trolley arrived at our seat row, this dish was all that was left to eat.

I complained about this to our server but of course, it was not her fault.

However, rather than simply paying me lip service, another dish (Tortalini) was brought to me from the business class.

Fortunately for me there was just one portion left and surprisingly, it was very nice.

My wife and Mother in Law ate the eggplant and potato dish and said that it was not very good but edible! Again, lucky me!

The rest of the flight went well although at one point there was a few minutes of severe turbulence but everybody was ok.

I must compliment the flight crew for their professionalism, their friendliness and caring manner.

In the past I have flown on Cathay Pacific Airlines many times and am impressed that they remain a world-class airline.

We travelled as a family of three with our 14 years old daughter. Cathay Pacific thought it appropriate to separate our party into 3 seats on each corner of the cabin.

We tried to ring customer service prior to the flight via phone and WhatsApp, they told us to the talk to the staff at the airport. The staff at the airport, told us to talk to the staff at the gate. The staff at the gate told us to talk to the staff on the plane. Ultimately, we managed to join 2 seats together and one of us sat on the other end of the cabin.

A really poor experience and not what we expected from what was once a premium airline.