Cathay Pacific Airways Reviews 740

I would not advise anyone to use Cathay.
I rarely leave bad reviews but Cathay not only made me lost more than 1,000euros, wasted a day's time that made me decided to cancel my tickets to the remaining trip. It's more than just money. Losing trust cost a lot more.
4 issues happened.
1. I almost missed my flight from HK-BKK because the departure time shown was on BKK time instead of HK time. Luckily I double check with other means in advance.
2. I realised I misread my departure time again from BKK-HK because of the bad UI. By the time I realised that, it was 2 hours before boarding time. I had to reach out to the customer service by message, whatsapp and phone. It took 30mins before I could get help.
I paid an extra 300euros for the change.
3. A few days before departure, I bid for an upgrade from economy to premium as 680euros for 2 seats but was unsuccessful. However, the amount was deducted from my account in the middle of the night and I was informed that it was upgraded. BUT because I didn't get to board the flight, I get 0 refund and upgrade does not apply to my upcoming flight.
I lost another 680euros.
4. I paid for extra luggage in advance at 132 euros. When I change my flight, the customer service said that they cannot guarantee that I will get that paid extra luggage and I may have to pay again at the counter check in.
That's another 132euros or more since luggage cost more at the checkin counter.
5. Apart from this, a week before departure, I received message that my partner's membership needs updating but I couldn't do so because their system has a bug. Called the customer service and they couldn't do that either. As a result, we couldn't check in online.

300+680+132 = 1,012euros. I was so disappointed that I decided to cancel my tickets and booked with EVA to prevent more expenses and stress. That's another 1,000euros.
Expensive lesson but NEVER with Cathay anymore even though their flight and personnel are good.

Malfunctioning planes, insultingly small vouchers are given for major 5+ hour delays (not even enough to cover one meal).

I’ve flown Cathay Pacific pre pandemic several times but this was my first post pandemic experience and it was bad.
Nov 20 LAX-HKG-HYD old plane, seats (premium economy) didn’t work well to be comfortable. Entertainment system faulty.
Crew served a vegetarian passenger a non veg Indian meal which was for me and didn’t have any for me thereafter. Overall food mediocre I ordered HNML

Dec 20, 2025 Return BOM-HKG-LAX still an old plane above mentioned seat/ Tv flaws were absent - which was a welcome relief.
Cabin crew appeared like trainees. I had to ask 3 x for a rum and Diet Coke and it never was served.

Luggage transfer from plane to carousel took an hour to complete! They don’t hire as many handlers as the other more efficient carriers as per carousel attendant who said this airline is about the worst in those terms.

Sharp nose dive in overall quality and customer experience.

Dear Cathay Pacific Customer Relations,

I am writing to formally complain about the unacceptable and negligent handling of my mother, Priyanka Choudhary, on December 18, 2025, at San Francisco International Airport, for Cathay Pacific Flight CX873 (SFO to Hong Kong).

Despite successfully checking in, being issued a boarding pass, and clearing security, my mother was denied boarding at the gate. The stated reason was a minor clerical error in the passport number on the pre-arrival form—a form that had already been reviewed and approved by your staff at the check-in counter.

What makes this situation even more unacceptable is the following:

My mother produced the original, valid document at the gate, clearly demonstrating that she met the travel requirements.

This original documentation was ignored outright by your staff, with no attempt made to properly review or validate it.

When we attempted to correct or resubmit the form immediately, we were told that Cathay Pacific’s system could not access the form, effectively penalizing the passenger for your own internal system failure.

Throughout this interaction, the staff were dismissive, rude, and unwilling to engage, causing unnecessary distress to a passenger who had done everything required of her.

To be absolutely clear:
Denying boarding after issuing a boarding pass, clearing security, and ignoring original, valid documents is indefensible. A passenger should not be denied travel due to an error your staff had already cleared and then refused to reasonably reassess.

Passenger Name: Priyanka Choudhary
Flight Number: CX873
Date of Travel: December 18, 2025
Route: SFO – Hong Kong
Reference Number: PIAA-0558475-25

I expect the following without delay:

A written explanation for why an issue approved at check-in and supported by original documents resulted in denied boarding

Clarification on why staff refused to review the original documentation presented

Confirmation that staff conduct at SFO is being formally reviewed

Appropriate compensation for the disruption, distress, and failure of service

The worst service I have sever had in my life

On December 4, 2025, I traveled on your flight CX219 from Hong Kong to Manchester, seated in 67H. Approximately four hours after takeoff, I began feeling dizzy and unwell. I made my way to the rear of the aircraft hoping to find a flight attendant for assistance.
Upon reaching the galley, I encountered three male cabin crew members—one who appeared to be from Hong Kong (later introduced as Timothy) and two of South Asian descent. I explained to Timothy that I was feeling lightheaded, possibly due to low blood sugar, and asked for a glass of orange juice. Timothy promptly assisted me. However, after drinking the juice, I still felt somewhat dizzy. Timothy then kindly offered me a seat in the crew area to rest for a while.
After about ten minutes, as I started to feel better, I returned to my seat. Some time later, however, the dizziness returned, this time more intensely. I immediately headed back toward the galley, but as I reached the last row of passenger seats, I grew extremely dizzy, my legs weakened, and I knelt down. Timothy, who was still in the galley, quickly came over to help me up. I requested a piece of chocolate, which he provided promptly. He stayed by my side to ensure I did not fall again. Fortunately, the chocolate helped raise my blood sugar, and the dizziness subsided enough for me to return to my seat after a short rest.
About three hours before landing, Timothy came to my seat to check on me and see if I was still feeling unwell. This gesture truly showed his genuine care for passengers. He also kindly provided me with breakfast earlier than the regular service. His professionalism and attentiveness have completely changed my perception of Cathay Pacific, especially given the negative reports I had seen about the airline in the past.
After landing, I had hoped to personally thank Timothy at the aircraft door, but unfortunately, I did not see him.
I am writing this letter to express my sincere gratitude to Timothy for his care and compassion during the flight. Once again, thank you very much, Timothy—I truly appreciate your kindness.
I hope this message can be forwarded to him.

Extremely disappointing handling of flight cancellation — missed my sister’s wedding

I had a deeply upsetting experience with Cathay Pacific following the cancellation and rerouting of my flight.

Due to the cancellation and significant delay, I missed my sister’s wedding, an event that can never be repeated. Despite the seriousness of this situation, Cathay Pacific’s handling of the aftermath has been extremely disappointing.

I contacted customer service multiple times and experienced very slow response times. Even after clearly explaining the circumstances and the emotional and financial impact, I was repeatedly redirected to fill out the same feedback form again rather than having my case properly escalated. I initially submitted a formal complaint on 3 December 2025, received an acknowledgment, and was later asked to submit the same form again — which I have now done — with no resolution so far.

At this stage:

No compensation decision has been communicated

No reimbursement has been processed

No meaningful apology or accountability has been provided

For an airline of Cathay Pacific’s reputation, I expected far better customer care, especially in a situation involving such significant personal loss. The lack of proactive support and the administrative back-and-forth have only added to an already distressing experience.

I hope Cathay Pacific takes responsibility and resolves this case promptly, but based on my experience so far, I cannot recommend them.

Flight CX 796 Cathay airlines quite expensive flight 1200 Euro from Jakarta to SHANGHAI and back via Hongkong to Jakarta on the first flight I tried to login into my account because the internet doesn't work with the seat number and my last name of course, I forget the password because it is saved in my computer that I don't have with me.

What do they do during my honeymoon? Deactivate my account?!?! Which airline is so stupid to deactivate the account of the own customer??? While having a flight from Chongqing to Hongkong thanks God I was able to use my Lufthansa miles and more number to claim the miles but my flight back to Jakarta tomorrow I guess all the miles are lost because even though I contacted them several times via WhatsApp and per email and successfully verficated myself with my passport they didn't reactivate my account. As I have booked this flight some times ago they don't let me change the miles account because I need to sign in to change the membership program what I can't do because it is " deactivated" for WHATEVER REASON, SO I WILL NEVER FLY AGAIN WITH THAT DAMN Airlines ever again and I HOPE MANY CUSTOMER DO THE SAME!!!

On the first flight from Jakarta to Hongkong as well the food was awful instead of an warm meal we got a small box like dog food with a small bread a yogurt and fruits like we are not in Asia...

Oh my goodness what has happened to Cathy Pacific Airline?it used to be a fabulous airline but I have to agree with all the recent reviews below. Terrible customer service, super unhelpful and couldn't give a toss attitude. I have have rung,emailed for more than a month trying to get into my membership number, the customer service non existence, then when I went to checking they said i had a visa issue, I did not need a visa to go to Vietnam with a UK passport that took some sorting with very unhelpful staff. The airline used to be held in such high regard for super service "not anymore" the Brand has gone whatever has happened in don't know BUT was a terrible experience Buyer beware.

I was very disappointed with my recent long-haul flight with Cathay Pacific. The seat size was extremely cramped for a 13+ hour journey, making the experience uncomfortable from the start. The food was very average and the service felt noticeably slow throughout the flight.

Cleanliness was also an issue — both the seats and tray tables were not properly cleaned, which was surprising and quite off-putting for a premium international carrier.

Having flown with Emirates and Qatar Airways on similar long-haul routes, the difference in overall quality was clear. Compared to those airlines, Cathay Pacific felt like a step down in comfort, service, and attention to detail.

Overall, it was a disappointing experience, and I would think twice before choosing Cathay Pacific over competitors for long-haul travel.

I have bought couple of air tickets with extra legroom seats since march for December departures with multiple stops, when online check-in, Cathay Pacific downgraded my seats from extra legroom to orderinery seats. I was so angry and struggled with them on long distance call almost 2 hours, finally, they could only maintained only 1 extra legroom seat, the other seat is only orderinery seat!!!
I paid 100% and they only gave 50% service!!! They actually offered couple of orderinery seats plus 10,000 asia milage! What? I paid to buy their Asia millage without my consent? That is not offer, this is scam! I rejected this offer, final they only maintained 1 extra legroom seat and 1 orderinery seat without refund to me!
Where my money goes to? This is scam!

CX Delay is a routine and reason is unacceptable.

I have to sight two incidents taking CX from TPE to HKG Nov 07 CX531 scheduled departing at 2020hrs. All passenger got into the plane waited and waited till the captain announced technical issue required to change plane and all passenger and crew have to leave the aircraft and go to the transit counter to arrange for seats to get onto the trip but the entire thing was sooooo disorganised that there were passenger shouting at the counter staff as the will miss their onward transit flight etc or they cannot get an earlier flight back to HKG. We were then put on a 2200hr flight but we have to wait again at the departure lounge till for an hour and finally departed at 2345hrs arrived at HKG after 0130hrs.
And the recent HKG to TPE Dec 05 CX450 1000hrs delayed till 1345hrs then take off. Switching to another aircraft from gate 45 to gate 60 due to technical issue, waited for an hour in the plan and was told by the captain that they are waiting for an important paper to be delivered before the plane can take off …. What that hack !! Why waited over an hour ? Get DHL or Uber to delivery if CX is so short of manpower to deliver the damn paper then… what a dumb and stupid explanation!

We use to fly with CX for the past 25 years but Due to COVID we have been down graded back to Green level With all those that had happened recently we decided we opt for other available airlines then CX …: basically we had enough period! CX do not valued their return customers anymore and so does we …. We do not value CX any further either. There is a lot of choices to chose from these day instead of dealing with CX that kind of an attitude!

Goodbye CX for good and hope you will go down with Dragon air and other china affiliated airlines that have an attitude!

You know …. A simple official apology could go a long way but obviously CX just do not give a darn about their customers. But my question to CX is what is so wrong to apologise officially … at the end of the day they are genuine paying guest of your …. You dumb management !!

FYI CX 1027613208 is one of our frequent flyer of yours who will never come back after 25 years because of your attitude !!!!

Avoid this airline.
After flight cancellation Sydney to London we’ve had hundreds of issues with the customer service team who literally don’t care!! The customer service team is shocking and 5 emails requesting a response to my complaint have been ignored!!
The airport staff in Hong Kong and Sydney are completely incompetent. Just avoid them. There are better airlines out there

Had high expectations despite being in economy. Nice new plane Awful seats.. crew very pleasant but in 8hrs Perth to HK and 15hrs HK to Manchester not as much as a cup of water was offered between the meal service. Being sat near the back I spotted a cardboard box with a post it note saying "help yourself" and the box contained pretzels, tomato and orange juice. The food was mediocre and nothing like Virgin or the Middle Eastern carriers. Flights were on time Good value And staff smiled but the rest of the actual experience was an endurance test

I had a very very nasty experience by flying with catahy
paciic and neec to send a report and claim expenses.
ehich email shoud i write to?

I took the CX flight from Hong Kong to Taipei last Sunday. The flight was CX400. The original scheduled take off time was 13:00. But it has been delayed to 14:30 due to aircraft technical issue. The actually taking off time was 14:50. And the arrival time to Taipei was 16:23. It is totally waste of my time. Don’t you expect a flight of about one hour now lasts almost 3 and a half hours. Most importantly, the pilot announcement had English only but no Cantonese. What a shame for an airline based in Hong Kong.

The website is TERRIBLE. Simple changes can't be made, and customer service over the phone is useless. Everthing ends with "You have to do it at the airport service desk" Even something as simple as adding my frequent flyer number to the booking. DON'T FLY THIS AIRLINE IF AT ALL POSSIBLE.

Worst and scariest Flight experience ever. Flight CX698 at 27 November Choosed the wrong landing lane and had to start again just again After wheels almost touched the ground. Horrible experience. Never again Cathay. I Choose in Future Lufthansa, Vietnam Airlines , Emirates or something Else. Thank You for the attention!

Flights booked through Flight centre UK. Had to cancel and I didn't get £528 refund although cancelled 8 week's before. My holiday was cancelled they gave me a refund within 48 hours.

Still better than BA and I’m sure many other airlines.

But today’s CPA is far below the standards of its past.

The economy seats used to be wider, leather and generally more ergonomic and comfortable. Now it’s a rough fabric upholstery, very narrow and it feels like it’s designed to purposely make you uncomfortable. There’s quite literally no comfortable position to be in.

The TV was glitching/lagging and I noticed everyone else’s was too, most of us sucked it up and didn’t complain.

The food .. oh god! The food! I mean, I know “plane food” was never known to be “delicious” but I’m sure there’s a way to make it taste and look a lot less like some slop that a stray dog would reject. Tickets aren’t cheap and what is the cost of such a meal? 20p? 50p? 2.50£? Whatever it is, for a 800-900£ ticket.. I’m sure they could chef up meals that doesn’t give us an upset tummy for 2-3 days after.

Not my favourite airline anymore unfortunately.

Quite disappointing :(