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:02/28/2023

  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 and my family flighted from ** to ******** by their aircraft on Jan 20/ 2023, flight No. CX885.when we got ******** airport, we found that all our luggage's gone missing like other 1/3 of passengers, and the sfaffs of this ************** said they left those baggages left in ***. Due to this happening, we missed our train to destinaton while we had to waste our time for reporting missing baggages, spent extra money for transportation, hotel expense, and cloths until we got our baggages back on Jan 28.although they shipped to us 1 week later, one of our luggages was defected badly as well as stuff inside. both handles of the baggage was broken, leather string was defected.I claimed for my loss to them by their website their staffs told me to, but no one neither replyed *********** by phone after all. Id very appreciate some help to solve this problem.

• Initial Complaint

  Date:02/28/2023

  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.

  I bought two separate roundtrip tickets from ******** to *********, leaving on 04/28 and returning on 05/06. My confirmation code is SSHBJA and my husbands VB1Q6A. When was yesterday, **** just sent me an email saying that they had canceled my ticket and we're refunding me because of it, and I quote, I want to inform you of the technical issues that we have with Cathay Pacific your reservation was canceled. However, my husband's ticket, bought after mine, is still confirmed. It does not make sense; how come they have technical issues, cancel one ticket but keep the other? It's not my problem they can't honor the prices, they have to find an alternative for the ticket that I paid. I paid a little more than $400. Now I was looking forward to buying it again after their cancelation and it's over $1400, that's probably the reason they didn't honor my ticket. I want them to honor the ticket I bought and put me back on the flight I had with my husband.

• Initial Complaint

  Date:02/11/2023

  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.

  On January 23, 2023, I made a transaction with Cathay Pacific Airways Limited. I bought two tickets to an overseas destination, then realized there was a better flight schedule in another airline. I immediately cancelled the transaction with Cathay, about 30 min or less after I placed the order. I called customer service and talked to a representative that stated since the transaction is not older than 24 hours, I should receive a refund back into my account in 7 business days. however, since I did not receive the refund, I called them again on February 5, 2023, and the customer service representative said, they will START the process for the refund, and I will receive and email with the details. Today is February 11, 2023, and I haven't received the email or the refund.

• Initial Complaint

  Date:02/07/2023

  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.

  6/16/2022 Boarding arbitrarily denied and forced to buy substitute tickets - We purchased Cathay tickets from ******** via ********* and ********* to ******, ******** (CX841 on 6/16 CX715 on 6/17). Then 3K537 (********* to ******). - On 6/16 at ***, Cathay denied our boarding on the excuse that we dont have ********* **** even though I showed them ********* policy that we dont need **** to transit through *********. ********* ********************* gives Chinese nationals 96-hour **** free transit. However the Cathay manager at the airport refused to acknowledge this policy by simply refusing to look at it even when Cathay staff at the counter showed her. The validity of this policy was proved easily when on the way back we entered ********* by bus without ****, granted 96-hour stay, and were able to use our return tickets back to ******** via Cathay flights (CX5781 on 7/6 + CX844 on 7/7).- Cathay has no right to arbitrarily deny or misinterpret the immigration policy of any country. Even when the manager refused to acknowledge ********* policy, she should know that I as a Chinese citizen have the right to transit via *********. Her denial of our rights to get on board is absolutely illegal.- The manager then forced us to buy a flight from ********* to ******* (CX701) to let us get on board and ordered that it must be purchased from Cathay. This is also illegal.- All these ruined our travel plan and caused moral injury to my family and kids. They were very upset and crying and this lasted for a long time afterwards. Our plan to enjoy transit and short stay in ********* then to ****** was ruined and were forced to go to *******. And we had to waste time at *** airport for the unnecessary flight to ******* with very limited food and service and nowhere to sleep until 7:40PM 6/18. We demand a refund of flight CX701 USD1,983.28 and a compensation of USD10,000 for moral damage and other loss (including the unnecessary flight from ******* to ****** ******.64).

• Initial Complaint

  Date:01/29/2023

  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.

  I have one award reservation booked using Cathay Pacific miles. Their online cancellation is intentionally forcing customer to give up as requiring to fill a online form using ticket number (they will not show that in reservation page nor on confirmation email) and will said this require manual processing (which is ridiculously slow, in a time of months I guess?). I cancel and requested refund on the their customer service representative ************************* said will process my refund after collecting my information. She is even writing "Dear *************" in the email which is apparently from pasting template. I sent back all required information on Jan 8th. Haven't heard back anything from them. When I was requesting cancellation and refund of another ticket due to myself getting COVID. Same representative ************************* immediate reply my email asking for collecting refund fees within three hours. Calling their phone agent will take at least 30 minutes wait. And writing email on the first reservation was being told "We are sorry to inform you that this email address will no longer be monitored. Please contact our ************************ via phone or WhatsApp." And no one replied me on WhatsApp and I do not want to wait at least 30 minutes on phone and they are typically not helpful and let me to submit request on website. As a 5-star airlines dealing with their own flight using their miles. I am very angry and was not able to use miles to redeem for other flights. Their customer service is worse than third country's level. I am demanding immediate refund on all two of the reservations of miles to my account and payments to original method of payments without any fees. Cathay Pacific's treatment of refunds is ridiculously long, irresponsible and intentionally wasting my precious time. I even think they might give compensation on this terrible experience.

• Initial Complaint

  Date:01/28/2023

  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.

  Cathay Pacific canceled my international flight on me, didnt tell me, and wont refund me. Booking reference: 64K7UK Ive called multiple times and I get the run around. Said they were gonna refund me twice but nothing. Call center in ***** and I keep getting excuses.

• Initial Complaint

  Date:01/03/2023

  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.

  My baggage was damaged by Cathay Pacific in Jun 2022. The company has been dragging the case since July up till December. We have submitted documents proofing the purchase date and price. The baggage was purchased in Jan 2020, and the baggage was only used once during 2020-2022 due to COVID and that only time was also carried by Cathay. Now, the current selling price/replacing cost is more expensive than my purchase price. The baggage was trashed by Cathay and we request a full compensation. CX Ref: ******** PIR Reference: HKGCX56957

• Initial Complaint

  Date:12/11/2022

  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 bought a ticket from Cathay Pacific through Priceline on May 24th, 2022 travelling on May 25th, 2022 from ******* to ************, ********, transit in ***, and *********. Returning on June 18th, 2022 from ************ to Phoenix (same route). However, due to misinformation from the airline, I was denied boarding at *** on May 25, 2022. I called Cathay Pacific on May 26th, 2022. Cathay Pacific agreed to take over my ticket from Priceline of me paying the $60 change fees, which I agreed. They emailed me the confirmation of my new travel date, December 7th, 2022, from *** to *** to KUL, and returning on December 24th, 2022, KUL to *** to ***. When I called to reconfirm my flight, I was surprised to hear that they can't find me in the system. The service agents in Cathay Pacific said the flight schedule have changed, and I was cancelled out. I receive no communication from the airline. They should rebook me on another date if there is a flight schedule change. I have no control over the airline operation, but the airline does. I spent many hours and phone calls trying to resolve this issue, but airline is putting up all sort of reasons not to honor their mistake. Since this the fault of the airline, I want my full refund of $2,206.07.

• Initial Complaint

  Date:12/01/2022

  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.

  On April 13, 2022 I purchased 2 one way award tickets for ******* Asia Miles and ***********. The flights were for early November 2022 from ***-***-ATL in business class. ********************************* waited until 3 weeks before the departure of these flights to notify me the tickets were invalid due the tickets having a stopover. As Cathay Pacific stated, stopovers are not allowed on one way award tickets. A Cathay Pacific phone agent booked our tickets and said nothing about these rules at the time of booking in April 2022. I would have chose a different flight from the start had their employees actually enforced their own rules. Upon contacting Cathay Pacific in early October, they were not helpful and I spent on average 3 hours on the phone per day for at least 3 weeks until the issue was resolved. Cathay Pacific stated they were looking for flights but I was the one to find new flights based on award availability. Even after finding new flights(JNB-DOH-***), Cathay Pacific had my **************** and my booking for the change and could not merge the ticket(Could not merge the ticket to become JNB-DOH-***. Basically instead of replacing the ****DOH segment with JNB-DOH segment they ended up charging me for both flights separately. The original ticket was booked at ******* Asia Miles and **** ***, as a result of Cathay Pacifics agent being unable to fix the change, they charged me an extra ****** Asia Miles for a flight similar to my original departing from the same country. This is unacceptable to charge me ******* Asia Miles and **** *** whether award chart online states the cost is *******. Refund my ****** points and make this situation right!This is a result of Cathay Pacific phone agents and their inability to rebook me properly due to software issues. I shouldn't have to pay more because of this.Asia Miles ***** Chart(See Asia ************** ***** - Ultra Long Distance - Business Class)https://www.asiamiles.com/en/redeem-awards/flight-awards/flight-award-chart.html

• Initial Complaint

  Date:10/18/2022

  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.

  On 9/8/22 we purchased a roundtrip flight between *** and *** (her booking ref# **JV44), and paid a total of $1,409.67 ($362 in additional fees for upgraded seats with extra legroom so my pregnant wife can stand up). At the *** counter the Cathay Pacific (CP) employee said that her seat is near the emergency exit and asked if she is able and willing to help in case of an emergency because she was pregnant, she said yes and that was it. Flight from *** left 01:15 on 9/24/22 with a layover in *** and landed in *** at 11:05 on 9/25/22 with no issues. When she checked in on 10/16/22 for the return flight, the *** CP employee instructed her that she will have her seat downgraded "because she is pregnant" and that no refund will be given. They did not ask if she would still be willing to help in case of an emergency like last time, they just looked at her and told her that is the way it's going to be. Even though she was in the EXACT same seat (**C) on the way there. Their online policy also states, "CP has the sole discretion... to determine whether a passenger meets the requirements to sit on an extra legroom seat... without refunding the extra legroom reservation fee." Their policy also states, "CP will issue a refund of extra legroom seat reservation fees if the seat is not utilized... if your seat change is due to operational, SAFETY, or security reasons" and "if you paid to reserve your seat in advance and we cannot provide you with this seat, you are entitled to a refund of the seat reservation fee". So not only is it illegal to refuse a refund on services not rendered, but conflicting with their own policy.Also, according to their policy, anyone "willing and able" basically refers to any non-disabled 12+ year old. So a 12 year old is more "able" than an adult woman who is only a couple months pregnant (without the need of a doctor's note to travel per CP's own policy)? Talk about discrimination, sexist, and misogynistic!