Complaints

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.

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have tried to cancel my account (unsuccessfully) for almost one week. Via their WhatsApp, I was told to email the company, only to be told that the email address provided to me was "no longer being monitored" and to contact their ************************ via WhatsApp instead. I was then told to download their app, which I refused. Finally, I was told that I'd receive an email within 24 to 48 hours with further instructions. This email never arrived. This process has been incredibly frustrating.I feel like a hostage and Cathay has made it near impossible to delete my account. They have thrown countless hurdles and difficulties at me and are no longer respecting my rights as a customer. I withdraw my consent and no longer wish to retain an account

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the ticket on 3/1 in the morning using 201K Cathay miles. I canceled the ticket in the afternoon because I need to change the itinerary. I received the cancellation confirmation email on 3/1 at 3:58 PM. According to Cathay's policy, cancellations made within 24 hours are eligible for a full refund. I contacted Cathay multiple times in the last past two months, and they don't want to resolve this issue for me. Every time they just told me they would investigate this and someone would reach out to me. No one ever reaches out to me. Today after more than two months passed, I still have not received my refund and lost my 201K miles, which is worth $2000.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Dear ***,I would like to request a referral from the bbb regarding a baggage claim for the flight on Mar 12. My luggage was cracked and handle was lost after the flight CX828. Airport staff determined that the baggage was not repairable, he assisted to file a damage report on arrival. The claim was submitted on the same day and they replied that they need 6 weeks to process. The damage report number is CX17909 I called multiple times during March and April and filled in the web enquiry again, but still not getting any response.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We paid to travel from *************** to ******** with 2 planes and 1 hr layover. Also pay to have a certain seats for my wife, 6 year old son and myself. Total travel time would have been 18 to 19 hours. What we got was a delay from *************** to *********, which stated the down fall. We was supposed to catch a connection flight with the same airline at *********. Which we was told that they was taking care of it, in a way that we assume that we was going to catch the connection. When we landed they handed us a ticket for a different plane that would leave 3 hrs after we land to ******. Once in ****** we will have to wait 8 hrs for a 1 hr flight. I try speaking to them with no help. They kept passing it to the travel agent and did not want to speak to **. They even went to say that we should not have accepted the change. Like we had no choice and we did not even know what was going on when we was in the air. I did not pay for 3 planes and a 30 hr travel with my son. They did not offer help or nothing. I am looking for a partial of my ticket fee back.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We purchased 3 plane tickets for ***-*** flight on 3/12/2023. Flight number was CX 879. Baby's seat number was 39E. We purchased the tickets over the phone with Cathay Pacific. When I discussed with the airline staff, I explicitly told them one seat I purchased would be for a 10 months old baby. I explicitly told them I needed to bring a car seat to be used by our baby because she was too young to sit in a normal seat by herself. The staff, after checking with her colleague, called me back the next day confirming the car seat could be used, as long as it is a FAA approved baby car seat. So, we decided to purchase the tickets as planned. On the day of the flight, we took our FAA approved car seat through the security check and successfully installed on the economy seat we purchased for the baby. A Cathay Pacific staff from ground unit came on board before our flight took off. She told us that rear-facing seat is not safe and therefore had to be checked in. She told me to contact the airline for compensation after we landed. If we did not comply, all of us had to get off the plane. If we knew a baby car seat is not allowed, we wouldn't have purchased the ticket at full price for the baby. We respectfully ask for a full refund for the ticket we purchased for the baby. We contact Cathay Pacific a month ago through email. Our email, however, was ignored.

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  To whom it may concern:I am writing to bring to your attention an issue I have encountered with a flight booking I made with Cathay Pacific. On the 19th of February, I purchased a flight ticket with Booking Reference: 6H5NFE and e-ticket number of 160 ********** for the amount of $838.5. However, on the 20th of February, I noticed that the price for the same flight had decreased. As a result, I called Cathay Pacific customer service at approximately ******* on the 20th of February to inquire about price match or adjustment.During the phone call, the customer service agent informed me that since my purchase was made within 24 hours, I was eligible for a full refund and could cancel the ticket straight away. I confirmed this information multiple times with the agent before canceling the ticket.However, on the 27th of February, I received only a partial refund of $608.5, and the remaining amount was charged as a cancellation fee, which I believe should not have been charged. I have contacted Cathay Pacific three times regarding this issue, and their agents have informed me that they have reported the issue to the financial department and would get back to me. Unfortunately, I have yet to receive a response or the full refund.I would like to request that you look into this matter and ensure that I receive a full refund as promised. Had I been informed that there would be a cancellation fee, I would not have canceled the ticket in the first place.Thank you for your attention to this matter.Sincerely,

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 took a flight from ******** to ********* on 1/18/2023, bought a wifi package for $19.95, but the internet was so slow that I wasnt able to use it at all. I called their customer service numerous times to request the refund. Every time, their representative said I would receive the full refund in the next 3 business days but it has been a few weeks and I still hasnt received it. I called again last week, was told I would get my refund in a day, of course still havent received it, and lost my patience.I was told the reference number for this refund request is my booking reference 59MLSS under the name Yige Song.I am attaching a screenshot for the receipt, which I sent to this airline's customer service per their request.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 about a flight reservation issue with Cathay Pacific. I am traveling from ******** to ********* and connecting via a connecting flight from ********* on business class (booking reference 4WD8T3). I felt the need to pay a premium and book larger seats because I have certain issues. I always *********** seats as this helps with my claustrophobia. Unfortunately the 18 hour flight from ******** to ********* I had to sit in the aisle as all the window seats were booked. Despite multiple efforts, I was unsuccessful in getting a window seat in business class. That is fine there wasnt availability and is what I booked.On the connecting flight, I made sure I booked a window seat. As I checked into my flight at 23:40 on March 29, 2023 at *********, the gate agent tells me they switched my seat because the plane was swapped out. I totally understand plane issues happen and there is nothing anyone can do about it. I asked if she can find me a window seat as that is what I booked and paid for. The agent was very rude and said there isnt anything she can do. She said we are fully booked but we do have two window seats available. The caveat is the audio isnt working on one and the other window seat doesnt recline. Those are the only two options unfortunately. I asked why did my window seat not get change to a window seat. Her explanation was that it is computer driven and is out of her control. I then asked to speak with her manager and she tells me that she is the manager and I have three options, 1) sit in an aisle seat, 2) sit in a broken window seat 3) she can re-book me for tomorrow. I asked her, to please have her manager call me and she finally relented. She called her manager and when the manager finally arrived the plane was getting ready to close the door. The manager reiterated what the agent said. Ive always taken Cathay Pacific, but this poor way of treating a loyal customer is a shame. I will re-evaluate how I fly to Asia from now on.

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On 3/12/2023, as we were checking in for our **** flight out of *********************** on Cathay Pacific Flight 234, Aircraft: 351, with Airline Confirmation: 2M2OJN, we experienced extremely rude and unprofessional service by one of your check in agents, *******. From the very beginning ******* had a serious attitude problem. Not only was he unfriendly but he wouldnt even look at me and my wife as we he speaking to us. I was very surprised by his extremely poor behavior. At any rate, as he was checking us in, he started asking questions regarding our status in ***** which was our final destination. He began with asking us for our ******** Residence Cards which we dont have because Im actually stationed in ***** working for the United *************** under the **** and ******** Status of Forces Agreement (SOFA). I explained this to him and he said I dont care if you work for the US military. Where is your ******** residence card? I explained to him again that there are ** bases in ***** so my wife and I fall under different rules. He again said I dont care. Where is your ******** residence card? I went back and forth with him several times, then I showed him the ******** ministry of interior website which confirmed our status. He then asked me for my military orders and military identification which I provided him. He then looked at them both, scrutinizing them and giving us both dirty looks the entire time. *** never felt more humiliated in my entire life. He then threw my paperwork back me causing both to fall to the floor. He didnt even say excuse me. He then started scrutinizing our ***** paperwork. I have the ***** immunizations plus the two required boosters, he tried to tell me he needed official paperwork for my US immunization certificate because he was concerned what I was proving him was fake but then he felt my card and the raised seal on my immunization certificate and back down albeit giving me a very disgusted and dirty look. He the reviewed my wifes paperwork and said her ***** certificate was valid. She had the rapid antigen test with the required nasal swab which the ******** government accepts for those covered under SOFA status like. I tried to explain this to us and he again said I dont care that you work for the US military. I dont give a **** if you are SOFA. He then said Wait! I will confirm with my supervisor. He then simply stepped out walked around a pylon there in the main hall and literally within 10 seconds came back and said I spoke with my supervisor. Go downstairs, get a *** test or you are not getting on plane. This was an obvious lie as I tracked his every move. He just walked around the pylon thinking I wouldnt see him. We then went downstairs got the *** test and came back up an hour later. The later who checked us in, the lady next to *******, was very nice. She too asked for our status in ***** and I explained our status and she simply said Oh! Yes, Im aware of US military in Japan, please show me your military ID cards and orders. As I provided her the documents I saw ******* looking at us with this evil look of disgust. We gave her the ***** test and I provided her with my immunization certificate and the check in went smoothly. As I was walking way, ******* muttered *** credeno di esserre questi stronsi which is Italian for Who do these A******* believe they are?. I wanted to give him a piece of my mind but we were running late. I dont know what ******** problem was. His overt hostility towards us was surprising but as I were walking away I checked to see how he was treating other people. I saw his attitude was just as bad to other customers, especially foreigners. I'm also uploading the full version of the letter I sent Cathay several days ago for which they never responded. I cannot let the unacceptable behavior of this employee stand. This is a serious situation that must be addressed. Do not under any circumstance send me a template apology letter.

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ive purchased a round trip airline ticket to ******** ***** from Cathay Pacific ************************************************************************** in January 2023. The Booking Reference number was 67YPJT. I was supposed to fly from IAD (*************) on 1/23/2023 at 5:15pm to *** (*************) Flight AS435, then take a flight CX873 from *** at 10:55pm the same day to *********, then to ******** *****. ***** requires a negative Covid test 48 hours before boarding. The 48 hours starts counting either from the test collection time or test result issue time. ******* Embassy stated Requirements for Proof of Covid-19 Test The proof must also have time of the test or time of issue (at least one of them should be within 48 hours before boarding) *********************************************************************. I took a Covid test on Saturday 1/21/2023 at 12:15pm in a CVS ************** The test result was issued on Sunday 1/22/2023 at 3:27pm one day before my flying time via a text message. On 1/23/2023 when I got ready to board the plane (flight CX873) from *** to *********, I was stopped at the gate by Cathay Pacific employees. They told me my Covid test was done outside the 48 hours allowed. I explained to them that the test result was issued on 1/22/2023 afternoon which was one day before my flight time and met ****** requirement. I showed them the text message from CVS ************* and the ******* Embassys Requirements for Proof of Covid-19 Test. Cathay Pacific employee said they didnt care when CVS issued the test result, they only care about the test collection date and time, and I could not board the plane. I had to call and pay $531.80 to Cathay Pacific to change the flight, and pay $275 for another Covid test before was allowed to board the plane. My negative Covid test from CVS ************* should have met the requirement. I am requesting a refund of $531.80 Cathay Pacific charged me to change the flight and the additional Covid test fee of $275. Thanks