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Business Profile

Airlines

Cathay Pacific Airways LTD

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 70 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/21/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a business class flight with miles on Cathay Pacific. There was no notification on booking that there would be any cancellation fee if cancelled. Then I had to cancel the flight and there was no notification on the cancellation screen that there would be any cancellation fee. I received a noticed that my flight had been cancelled, but the miles were not put back and the email said I had to request a refund. Upon following the contact information to request a refund, via WhatsApp, they said I had to pay a fee of $120 or ****** miles to cancel, which was the first I heard of this. I told them I did not want to cancel in that case and they said there's nothing they can do, since the cancellation is already in process. I told them there was no notice of the fee upon booking or cancelling and they said they can't do anything. I'd either like the $120 returned to me or my flight put back the way it was before I requested cancellation (without the fee).

  • Initial Complaint

    Date:12/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a ticket on Jan. 15, 2023 on Cathay Pacific website. Booking reference no: 6O779R, ticket number: *************, and *************. The ticket is from ******* to ********. Total ticket price is $1933.15. The detailed flight information is in the attached PDF file: ************* 18FEB ***.PDF. I cancelled the ticket on the same day. The detailed booking time and cancelling time are in the attached file: cathay pacific booking.png and cathay pacific calcellation.png. As a Cathay pacific member, if I cancel the ticket within 24 hours, there shouldn't be cancellation fee. In the attached file: cathay pacific member.png, I have my membership number: **********. I received refund on Jan. 20, 2023, refund amount is $1783.15. There is $150 cancellation fee. I called Cathay pacific custom service multiple times to solve this issue. Spend hours with the custom service agents. They said they would get back to me in 48 hours. Never heard back from them. I need this problem to be resolved.

  • Initial Complaint

    Date:11/16/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Booking reference: *************** Cathay Pacific cancelled my award bookings for my family members for the above booking references. In total there were 4 tickets.**** ********** **** ********** **** ********** **** ********** I only found out they cancelled my award bookings for my 4 family members when I could not manage their check in online. I called and found out they cancelled my tickets because of suspicious activity. I called and wanted to escalate the situation in which they told me it would have to go to another department(risk department at Cathay). However every day I call back asking for an update and there was none for 10 days now. Today, I called and they said my account and tickets were terminated based on the fact that they think it was fradulant. This was the last straw. Cathay cancelled my family member tickets and now they are all stranded in a different county and then took my Asia miles as well. This is robbery and I will pursue this matter until Cathay rebooks my family in a different booking or return my miles plus compensation for wrongfully cancelling my family member tickets. BBB please help in coming to a settlement with cathay pacific

  • Initial Complaint

    Date:11/04/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please send me all of my past ticket confirmations & boarding passes from Oct 1, 2017.First name: **;Last name: ***;DOB: Jan 29, 1989;Sex: Male;Passport: E78965062;Expiration Date: Aug 30, 2026;Frequent Flyer: 2658857657;Please send me the documents to my registered email account at ******************** or via **** mail at **************************************************************************************************************************************.

  • Initial Complaint

    Date:10/29/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reserved flights for my husband and I on Cathay Pacific. I paid for the tickets and seats with my credit card and became a Cathay member. I called ************* to add my membership numbers to the tickets. Cathays website states that you can cancel bookings within 24 hours for a complete refund including seats.I cancelled within 24 hours, I was refunded for the flight ($3386.80)but I was not refunded for my seat selection ( $506.)This is pure theft. (Why would Cathay think it is okay to take my money for no service at all.)Please help me get back the money they owe me-$506.

  • Initial Complaint

    Date:10/05/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I would like to report a bad customer experience with ******************************************************************** Limited (more widely known as Cathay Pacific ). My booking reference is: 2GIHKF. I paid total $390 for extra legroom seats 59C and 60A on Oct 2. The two seats were revised to other seats 39D and 39E which only cost for $45 each during check-in on Oct 3. I was told by the ground staff of Cathay Pacific at the airport that I would get the refund.I have contact customer service of ********************************************* for many times for the refund of the overpayment. They refused to refund the overpayment. I am very disappointed with the service they provided.Any help would be greatly appreciated!

  • Initial Complaint

    Date:09/25/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Airline Booking; ID ******, Itinerary # **************, Confirmation-AHL MNLCX91841 CX939/24AUG-LOST BAG CLAIM AND FORMAL COMPLAINT:Date: August 11, 2023, to August 25, 2023.Non-Returned Luggage Suitcase' Contents Total More Than $16,000.00 USD. I purchased a Round Trip Air Ticket departing from ******, ***********, to *******, *******-***. Return from *******, American Airlines, I Check 4 Bags, {AA **** 085 004; AA **** 085 005; AA **** 085 006; AA **** 085 007 and Checked Bag AA 085 004 WAS NOT RETURNED Arrival to ******, I was met at the Gate by a CATHAY PACIFIC' AGENT, informing me my Bag was not on the Return Flight. For more than 22 Days CATHAY PACIFIC AIRWAYS engaged in a campaign of deceptive practices of slow-walking the process, stonewalling, and finger-pointing at America Airlines and LAXs Baggage handlers. Nothing short of an intended distraction, not accepting responsibility for my BAG NOT RETURNED. All completely undermines their ethical professional credibility. Consider this: *** other 3 Checked Bags made the Return Flight entire journey. Checked Bag AA **** 085 004 contained over $16,000.00 {USD} of High-End Athletic Sports Apparel. Air *************** Sneakers, Custom Made Designer Business Suits and Exotic Skin Men Dress Shoes valued at $2,900.00, and other valuable articles. Cathay Pacific Airways continued a practice of stonewalling until SEPTEMBER 15, 2023, the date I visited DHL's (Tracking # **** **** ****) International Shippers' Local Partner to Deliver Official Lost Bag Claim/Complaint to CATHAY PACIFIC AIRWAYS LTD. Local time was 5:26 PM, *** office Clerk in my presence notified Cathay Pacific informing of my Complaint. On the following morning (Saturday 16 September at 10:14 AM) I received an email from Cathay Pacific informing me of filing instructions. I am asking the BBB for intervention; I have no confidence that Cathay will pivot from their earlier deceptive practice and honor this Claim fairly.

  • Initial Complaint

    Date:09/07/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently had to cancel my airline tickets with Cathay Pacific under booking reference number 649R5Q. The tickets I canceled are:160 ********** 160 ********** 160 ********** Upon receiving the refund, I noticed that the amount was significantly less than what I had initially paid for the tickets. After contacting Cathay Pacific's customer service, I was informed that the infant ticket was charged a cancellation fee at the same rate as the adult tickets. This is in direct contradiction to the company's own cancellation policy, which was sent to me in a confirmation email. According to that email, cancellation fees should only apply to adult tickets.Furthermore, there remains an unexplained discrepancy of approximately 150 USD in the refunded amount even after accounting for the said cancellation fees for all three tickets which the agent couldn't explain the reason as well. This results in a total discrepancy of around 300 USD.I would like to request a thorough investigation into this matter, an adjustment of the cancellation fees in accordance with the original policy, and a refund of the remaining 300 USD discrepancy. Thank you.

  • Initial Complaint

    Date:08/02/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Cathay Pacific/*******************/Asia Miles team - ****** miles were deducted from my account on January ******** despite me taking three flights in December 2022 which would have been more than enough to satisfy the requirements. In a previous email with *********************, he notified me that miles "will be auto-renewed if there is any earn or redeem transaction in your account". The three flights I took would earn me miles.I have tried contacting your whatsapp support and email support team to no avail. Can you please help give me my miles back? I took flights AA1835, AA319, and CX873. Thank you.

  • Initial Complaint

    Date:07/18/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing regarding a recent incident related to a flight reservation cancellation.On July 1, 2023, at 7:30 am ***** time, I made a flight reservation from ************** (***) to *************** (TPE). However, shortly after the transaction, I realized that I needed to reschedule the flight. Promptly, I reached out via Cathay Pacific's online chat service for assistance on how to reschedule or cancel my reservation.During my interaction with the customer service representative, I was advised that as a member, I could independently cancel my reservation without incurring any penalties. The representative didn't mention any conditions or specific rules for a full refund during our conversation. Trusting this advice, I proceeded to cancel my reservation.To my dismay, I was later charged a cancellation fee of ***** yen (approximately $150 US dollars). This action contradicts the information provided to me by their representative. If I had been correctly informed about a cancellation fee, I would have opted to reschedule my flight instead of canceling.Following this, I contacted their customer service team on what's app to report the issue and was assured that my case would be investigated. However, more than a week has passed, and I have not received any response, update, or resolution to my case. I kindly request your help regarding this matter. Here is my ticket number: 160 ********** and booking reference: 55VDD9 If you need any additional information, please let me know. Thank you for your help!

Cathay Pacific Airways LTD is NOT a BBB Accredited Business.

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