Complaints

This profile includes complaints for Cathay Pacific Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cathay Pacific Airlines

  500 5th Ave Ste 3030 New York, NY 10110-3003

• 

  Cathay Pacific Airlines

  590 Fifth Ave, 5/F New York, NY 10036

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:04/07/2025

  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 am very frustrated by the booking experience with Cathay Pacific. I was misled about two things when booking - that a seat fee needs to be paid to get a seat on the flight and what the cost of a second checked bag would be. For the first point, it was not clear when booking a ticket online that it is possible to get a seat on the flight without paying an additional fee. The booking workflow communicates that it is necessary to pay to have a seat on the flight so I chose a seat. I was suprised to later find out this is not a necessary step to get a seat on the flight. Only in one hidden FAQ in a different part of the site, there is information that passengers that do not choose a seat will still get a seat free during the 48 hours before check in. Had I known this, I would not have chosen to reserve a seat. I immediately called Cathay Pacific, within 5 min of booking the flight, to request a refund so I can rebook the flight or at least a refund of the seat fee. After almost an hour on the phone, there is still no resolution and I was told I cannot get a refund of the seat fee or flight, even though I just booked it and the site was not clear that a seat fee is not necessary to have a seat on the flight. For the second point, I was surprised when I got my e-ticket that a second checked bag is 230 USD. If I had known this, I would not have booked the flight at all. Although I upgraded to a higher fare to get a cheaper second bag, this was very surprising and even the higher fare still resulted in 127 USD extra than I expected. I raised a case with Cathay Pacific but based on the hour long phone call with no resolution, I have little hope. The booking process was very misleading and I would not have booked the flight at all had I known this information during the booking process. Requesting refund of seat fee (63) + bag fee (127) which is 190 total.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Cathay Pacific Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ******** ******** ***
  

• Initial Complaint

  Date:01/27/2025

  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.

  Trip to the *********** on 9.19.24 for 2 passengers. (myself and friend)-arrived at airport for 1a flight. upon checking in, Cathay Pacific **** at check in counter informed us were not flying due to no issued ticket.-requested for refund, finally approved $1087.60 (total cost for 2 tickets were *******) on 12/20/24. $800 was deducted for fees for 2 passengers. following fees were for, $200 cancellation (we never cancelled) $200 for no show (we showed). at some point they were giving us other reasons for fees such as "change fee" (we never changed), and "unable to board" (how can we, without boarding passes?) fee.-per numerous calls to Priceline, they said they had to issue the fees due to Cathays policies. However, we should not be responsible for such fees if they falsely accused us of such things that are not in our control.i would like to respectfully request Priceline to refund us the fees they incurred.

• Initial Complaint

  Date:01/20/2025

  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.

  Date of the Transaction:January 3, 2025 The Amount of Money You Paid the Business:Initial Attempt: $1,645 Final Ticket Price: $1,837 During the booking process, the transaction was canceled multiple times on Cathay Pacific's (the merchant) end due to a "3D authentication failure," and I was instructed to contact my credit card issuer. In a subsequent transaction attempt, I contacted my credit card issuer, ***************, and they confirmed on the phone that the transaction was authorized and cleared. Despite this, the cancellation was again caused by Cathay Pacific's system.This back-and-forth issue forced me to rebook the ticket at a higher fare, resulting in an additional cost of $200 through no fault of my own.Cathay Pacific responded to my complaint but denied responsibility for the canceled transactions and refused to reimburse the $200 price difference.Furthermore, I would like to emphasize that my *************** credit card has no issues with 3D Secure protocols. I have successfully used the same credit card to purchase tickets from other airlines, without encountering any such problems. This strongly indicates that the issue lies with Cathay Pacific's payment processing system rather than my card.While I understand Cathay Pacific's dynamic fare policy, it is disappointing that I was penalized with a higher fare due to cancellations that were entirely outside of my control. I kindly request that Cathay Pacific revisit this matter and reconsider compensating me for the price difference caused by their payment system error.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 October 9, 2024, I booked a flight departing ******* (BKK) on October 16, 2024, arriving in ******** (YEG) at 19:25. Ticket number: *************. Booking reference: *******The flight AC9765 / CX 754 was scheduled to depart at 12:30 from BKK to HKG but was delayed due to late arrival of the aircraft and, according to the announcement, rain. I was notified of the delay less than 30minutes before boarding. After late boarding, the plane sat on the tarmac for nearly an hour. The pilot announcement claimed they tried to negotiate with air traffic control but were denied an earlier departure. Due to the late departure, I missed my connecting flight from ********* (HKG) to ********* (YVR) at 18:00. I was met at the gate by a Cathay Pacific agent who took my previously issued boarding passes and gave me new boarding passes for rebooked flights. She told me that a hotel would be booked in ********* because they could not get me to YEG that same night. The rebooked flight, CX 888, left HKG nearly six (6) hours later at 00:45 and arrived in YVR at 21:35.Upon arrival in ***, I asked numerous Cathay Pacific agents where to go to receive the hotel voucher promised. I was redirected all over the airport, and when I finally went to the Cathay Pacific customer service desk that was boarding another flight, it took nearly two (2) hours for the agent to book me a hotel (as it had not been previously booked, as I had been told by the agent in *********). I was not provided with a meal ********** final flight, AC 232, left *** on October 17, 2024, at 08:10 and arrived in *** at 10:45.According to Air Passenger Protection, large airlines must pay $1,000 if the passenger arrives nine or more hours late. Airlines must offer you compensation in monetary form. I was scheduled to arrive in *** at 19:25 MST on October 16, 2024, and I did not arrive until 10:45 MST on October 17, 2025, over fifteen (15) hours later than scheduled.

  Customer Answer

  Date: 12/30/2024

  At this time, I have been contacted directly by Cathay Pacific Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  Cathay is refusing compensation for the 9+hr delay.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******* ******

  Customer Answer

  Date: 02/13/2025

  At this time, I have been contacted directly by Cathay Pacific Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******* ******

• Initial Complaint

  Date:10/11/2024

  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 had a flight with Cathay Pacific on 8/25/2024 to attend a funeral in the ***********. An urgent matter and time -sensitive. Cathay Pacific canceled my flight from ******* to *********. Flight CX 801 Confirmation: ****** at 4:05 p.m. and rescheduled to a later around 11 pm causing me to miss my flight in ****** to ********* with Cebu Pacific Airlines. A loss of $168.04 and had to buy a new ticket with Philippine Airlines for $227.33, this airport was outside the international airport. I avoided at all cost because of the time and inconvenience. A great loss of money and inconvenience. My family was waiting for me back home for the burial services. Although, Cathay Airlines compensated with a hotel room stay in ********* and a food voucher in ******* but not a food voucher in ********* or for my missed flight.I spoke with ground Cathay crew many times while waiting in *******. One of the ground crew recommended, I submit a form for a delayed flight. I spoke with them, called them and attempted to file a complaint online. My travel agent had filed a complaint since, the tickets were not purchased directly on their website but through an agent. We have not heard back from them at all. I request to be compensated for both tickets of $395.37 plus if possible for the inconvenience.

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 used my Cathay Pacific ****** miles + tax ***** hkd to book a ticket for my husband. ticket number *** *********** However, it was cancelled by Cathay pacific due to a system error on Nov 22, 2023. I called the customer service the same day for multiple times try to have Cathay fix the issue and was told countless time there is nothing they can do.As a result out of that, I requested to get a full refund, but the agent claimed they will charge $100 service fee for refund. I explained to the phone agent, its was caused by system error and she/he said they need to investigate to get a full refund.After I get back from travel and I called Cathay pacific in Jan 2024, they said the ticket number has been archived. They need to recall the ticket before refunding me without 100 fee. I called multiple times from Jan to Mar, everytime Cathay pacific keeps stayind the recall of ticket is in progress.On May 12 of 2024, I called in again, and an agent said the ticket was never cancelled, the passanger was never onboard (contradicting to what I was told before). After i explained to her I have email proof Cathay Pacific cancelled my ticket, she asked me to send in proof to her email ********************************************************************* before she can process a full refund. 2 weeks after no response. On May 27th around 1 pm ET, I called in again trying to find updates, the agent said the ticket is in the process of recalling a ticket number from archive (contradicting again to what I was told on May 12th). She said its been submitted for express investigating.This has been an issue more than 6 months, and Cathay Pacific never really helped me at all with dozens of calls. The agent seems to be clueless on whats going on and did not offer real support.I'd appreciated someone from Cathay Pacific can help me either rebook that ticket to Nov of 2024, or offer me a full refund without any service charge.

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Cathay Pacific Airlines has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/22/2023

  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 reserved a seat on a flight for my mom through Cathay Pacific Airline website. When I selected the seat, this seat was marked as "priority seat" and the floor plan show that ************** is much bigger than other neighboring rows. *** when my mom took the flight, she found that this seat doesn't have a bigger space than any neighboring seat. So I think the seat reservation webpage displayed misleading information and misled me to pay for this priority seat. I complaint with Cathay Pacific and they said no refund. They offered to compensate me Asian Miles. *** because of the bad experience with them, we don't plan to use them in the future anymore. So I don't accept this solution and request Cathay Pacific to fully refund me.

• Initial Complaint

  Date:11/30/2023

  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 am writing to file a formal complaint against Cathay Pacific Airways (airline) regarding an unresolved issue with my membership account.I joined their membership program more than 10 years and accumulated ****** Asia Miles, which unfortunately expired on January 31, 2023, due to the company's updated renewal policy. In June and July 2023, I contacted the customer service team to rectify the situation, as I was not adequately informed about the new rules.I was informed about a "challenge" that needed completion by July 30, 2023, to reinstate my points. Despite my repeated attempts to contact customer service on July 30, 31, and August 1, I received a response only on July 31 and August 1. To my dismay, the agent stated that I was one day late.What adds to my frustration is the imposition of a $40 fee per **** points for a delay caused by the unresponsive service line. This is unacceptable, especially considering the busy service line and the recent change in the rule regarding point expiration after I joined the membership.I have attempted to resolve this matter directly with Cathay Pacific Airways, but my concerns have not been adequately addressed. I hope your intervention in this matter to ensure a fair resolution. I insist on a thorough review of my case and the immediate reinstatement of my points without any additional fees.Thank you for your attention to this matter, and I look forward to a prompt and fair resolution.

• Initial Complaint

  Date:09/13/2023

  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 want to file an official complaint against Cathay Pacific Airlines - My family returned from our trip. My original flight CX 596 on 8-17-2023 from ********* to ***** got delayed twice. Therefore, I couldn't made the connection flight from ***** to ************* and to ********. Cathay Pacific was able to arrange the next day flight for our family after hours of negotiation. As a result, we finally got ********** late.I have an appointment originally on **** with a client and I need to cancel the appointment due to flight delay.2 of my luggages got damaged. One is a brand-new luggage. Loss of time, spending extra money on transportation, meals, toiletries, etc. I cannot use 2 of my *********** lounge passes because Cathay Pacific cannot find United replacement flight for our family. I paid my United credit card annual fee of $95 for this benefit. I have contacted Cathay Pacific Airlines multiple times since 8-19-2023. As of today (9-11-2023), I have not received any official response about the delay reasons, apology, compensation, etc.

• Initial Complaint

  Date:01/25/2023

  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 a flight ticket from *** to ****** on 1/23/2023 broken down into three legs: *** to *** (flight AA2447, tkt **************); *** to ** (flight CX919, tkt *************) and hk to *** (flight CX873, tkt **************).When I checked in **** I was first told that I cannot board the plane because my passport is expiring in less than 6 months. I argued however that I am exempted from the requirement because not only was I born in ***************, but I am a dual citizen, having re-Acquired ********** citizenship. Upon showing the agent of the uploaded documents, the agent concluded there was sufficient proof, as alleged and consequently allowed me to board the plane.When I tried to board the Cathay flight in ***, however, the agent there would not, arguing that the document uploaded is not sufficient because it is not original. But ********** Immigration rules do not require the original document, only proof. A copy of the certificate is sufficient proof. She totally ignored the decision made by the agent in *** without consultation to understand the basis for such a decision by agents in ***.By denying to board the plane, I suffered humiliation in front of people boarding the plane and mental distress. I was at the *** airport at midnight with no place to sleep. At 7:55 AM, I flew back to ***** after having wasted a day of my life traveling in and out of ***. When I called Cathay, they offered to credit me for my ticket less the cost of the flight from *** to ***, and a penalty of $515. The credit, is not in cash but only For what I have suffered, such an offer is unconscionable.Instead, I am asking for $5,000 in damages.c