Cathay Pacific Airways Reviews 

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Cathy Pacific must pride itself on having the worse customer service of all airlines. Call centre staff totally unhelpful and disinterested staff. Complete waste of time contacting them. All I wanted to do was add wife onto account and redeem points. Terrible service

Booked a flight to Japan back in January for a trip in Septmber. Had a change of plan , went on line to see if it was possible. Yes, managed to delay my outward flight by 14 days, no problem and even a small (£50) saving. Then, three days before my rescheduled flight, I went on-line to check details: horror of horrors - no record of my flight reference, I could not log in to my flight at all. Spent 2.5 hours on the phone waiting for someone to pick up my call but no answer. Trailled out to Heathrow the next day and they could not find my booking. Not amused. Eventually found my booking but said they could not now acommodate me on booked flight but could get me on another flight a few days later - for an additional payment of £200+. Forfeit £900 already paid or cough up another £200? Has this happened to anyone else? Was I scammed or just a mug?
And the flight itself? OK but certainly not the standard of yesteryear

We travelled with Cathay Pacific last May from the Philippines to the UK with our family—my 1-year-old son, 3-year-old daughter, my husband, and my mum. I was given a bassinet seat, but it was not next to my family. Considering it was a long-haul flight and I had a 1-year-old with me, it was going to be incredibly difficult to manage alone. I asked if my husband could be seated beside me, but we were told it wasn’t possible because other adult passengers had paid for seats in the bassinet area. They told us that families with babies are not their priority, which left me shocked and very disappointed.

If only I had known that Cathay Pacific does not prioritise families with infants, I would have paid extra just to ensure I was seated together with my family. I honestly didn’t consider it because I assumed their system was similar to Singapore Airlines.

This experience was completely different from our flights with Singapore Airlines, who were extremely baby-friendly. With them, bassinet seats are automatically assigned to families with infants, and they make sure parents sit together. They also prioritize parents during meal service, serving either me or my husband first so we could take turns holding the baby. We requested the same consideration from Cathay Pacific, but they refused.

To make matters worse, one flight attendant even told my husband to keep our baby from being “too noisy” because the three adults beside me were “not happy.” What did they expect? My child is one year old. Should a baby really be the one adjusting for adults on a long flight?

Both our flights—going to the Philippines and returning to the UK—had the same issue: bassinet seats were never automatically reserved for families with infants. I used to travel with Cathay Pacific before I had kids and thought their service was fine, but based on this experience, they are not family-friendly at all.

Thankfully, a kind passenger volunteered to swap seats with my husband so he could be closer and help me through the long journey. If it weren’t for him, the experience would have been even more stressful. Sadly, I cannot say the same about the cabin crew—most of them were not helpful at all.

Overall, I was very disappointed with Cathay Pacific’s service, especially for families travelling with young children. I expected much better.

Miles never received in the program indicated during reservation.

Cathay pacific works with very disrespectful people. They lie, play with you and they don’t care about it! When we arrived in Manilla ninyoy airport to check in for our flight to Brussel, the customer said: the gate is change. Go to A. We asked: are you sure? He said yes. But it wasn’t change. We where in the wrong terminal because of him!! They closed the gate end laughing in our face. We where 5 minutes late. We tell them how this happens, but they never agree, like : we did nothing wrong. I was almost crying en they said: if you want to go home, rebook and pay 2300 extra. I spend my last money on a flight to go back home with Etihad.

It was my first and last time with Cathay Pacific. It’s very disappointing. My sister have also booked a flight in december with cathay pacific to Bangkok. She is going to rebook with qatar now.

During China Holiday, I have broke my Knie.
Came to München over Guangzhou, Hongkong.
I have got wheel Chair and quick Transfer at the all three Airports.
Air Crew members dealed me as a Special guest.
Thank you all.

Had a flight on 17th of Oct from AMS - TOKYO and it couldn’t have been any worse. We went to the airport and it started with the queue for checking in being really long. In the end we stayed at that exact same queue for 8 hours, with delay after delay and ultimately cancellation… as they had no service desk at Schiphol we called them immediately and the girl from customer service said ‘sorry, we don’t have any flights to Tokyo till the end of October…’ we thought our dreamtrip was over. After calling them the rest of the day (no exaggeration: about 30 calls further, they couldn’t assist us well and it was the most frustrating afternoon we could ever have) they finally got us a flight 24 hours later, where others had a flight the same day and others had a flight 3/4 days later… image how they ruin people’s whole trips. The next day we flew with another airline to Tokyo. On the way back home, our flight was again delayed and again they had to put us on a different flight to get us home, Im glad they even got us home after the first experience… now being back and trying to get a refund for the cancelled flight is also a drama, as the website has hidden the page to start the process really well, I can’t seem to find it and customer service is reaallly bad. Never flying them again!! Heard they were the KLM of Asia, but nothing could be further from the truth…

On October 29, 2025, I was robbed on board a Cathay Pacific flight from Dubai to Hong Kong. All my money — AED 7,000 (around USD 2,000) — was stolen from my backpack during the flight.

When I discovered the theft upon arrival in Hong Kong, I immediately informed the cabin crew. Unfortunately, the flight attendants were completely indifferent and unhelpful; they seemed more concerned about discussing the situation among themselves than assisting me. Their faces showed a mix of fear and apathy, and no real action was taken.

I refused to leave the aircraft until the police arrived, but even the police appeared more sympathetic to the airline than to a passenger who had just lost all his money in a foreign country.

My advice: If you ever fly with Cathay Pacific, never leave your money or valuables in your bag. Keep them in a small pouch around your waist or in your pockets, because if you fall asleep or leave your seat to use the restroom, you might be robbed — and they will still ask you for witnesses to prove it happened.

I spent 2 hours speaking to 4 different customer service reps trying to change a flight. Two dropped out of the chat for no reason. One told me my personal details (email address, name etc) were incorrect & left the chat even though these were the same (correct) details I'd been supplying to the previous customer service agents! In the end I gave up trying to change my flight & adjusted my travel plans even though that wasn't what I wanted. Travel on-board is totally unpleasant as well - tiny seats, below average food, grumpy flight attendants etc. The only positive was in HK when the ground staff gave me assistance to board a flight due to an injury to my knee.

Changed our pre-chosen and paid for premium economy seats without consultation to bad ones. Were meant to advise us. This is despite booking 11 months prior to our flight.
The gluten free food is also really bad. Nothing but tasteless fish, which we found inedible. So hungry over a 24-hour flight, and forced to pay for meals prior to and in between our 2 flights. Also, no regular water - had to ask and gave up in the end.
So frustrating to have paid a premium for this treatment. They just don’t care.

They use dynamic pricing which is ridiculous - flights triple price in a matter of hours. Not very ethical.

Subject: Complaint Regarding Flight Disruption and Denied Mileage Credit – Cathay Pacific, September 20, 2025

My flight from Shanghai to Hong Kong was delayed due to mechanical issues, as confirmed by Cathay Pacific staff at the gate, the pilot during the flight, and rebooking agents in Hong Kong. This delay caused me to miss my connecting flight to Los Angeles and the rest of my itinerary. I was rebooked on alternate flights, including segments on United Airlines, which are outside the OneWorld Alliance.

As a result, I lost mileage credit and elite status progression with American Airlines, despite having booked the original itinerary through American Airlines and OneWorld partners. Cathay Pacific later denied my compensation request, falsely attributing the delay to weather. All through the process, representatives of Cathay Pacific told me they would take care of me by providing equal or better flight accommodations. What they provided was not equal to what I had booked. I would not recommend flying Cathay Pacific due to its poor treatment of its customers.

Poor service and overall experience with Cathay Pacific Airways! CX250 LHR to HKG was poor from start to finish! Food and drink service slow and ran out of wine! Worst of all the IFE TV didn’t work so a long 11.5 hour flight! Won’t use Cathay again but unfortunately I have 3 more sectors!

Huge inconvenience and rude staff
My flight was delayed and I missed the flight I didn’t get the hotel because I hold Nepalese passport and was offered lounge where there was no bed I didn’t sleep a minute and I’m boarding on 9hrs flight I asked staff to upgrade she was so rude she literally said no like literally just NO in a rude tone and asked me to leave from queue which I felt so disrespectful and disappointed with the airlines. I mean I said I will pay for the upgrade and she said NO. The night has been very traumatic for me my face is dropping off due to tiredness she has just shown the most inhumane behaviour.

I recently had a disappointing experience with Cathay Pacific due to incorrect information from their customer service. I had booked my Melbourne–Sydney–Hong Kong–Hyderabad flight directly on the official website. Before my trip, I called Cathay Pacific to confirm baggage transfer procedures since my first leg was operated by Qantas.

The representative told me that I would need to collect my luggage in Sydney, move from Terminal 3 to Terminal 1, and recheck it at the Cathay counter—which she said would close 1 hour before departure. She and her supervisor insisted there was no other option and advised me to change to an earlier flight at an extra cost of AUD $243.

On the day of travel, I discovered this information was completely incorrect. My luggage was checked through all the way to Hyderabad by Qantas, and Sydney Airport had an airside bus transfer system between terminals. Everything worked smoothly, and there was no need to change flights at all.

Because of this misinformation, I paid AUD $243 unnecessarily, had to take an earlier 6:45 a.m. flight instead of 8:10 a.m., and waited hours in Sydney for no reason. I’ve submitted a formal complaint and hope Cathay Pacific will review this matter fairly and issue a refund.

The in-flight service itself was excellent, but the customer service advice caused unnecessary stress and expense. I still believe Cathay Pacific can do better by training their support team to provide accurate information to passengers.

No means to check in online
NO HELP AVAILABLE AS INFORMED BY CATHAY PACIFIC AGENT to reset password.
In Japan so not password reset OTP sent to phone.
Great service in the air. Good luck trying to check in beforehand!

Business class. They emailed to say flights back to Australia from Spain cancelled. We thought it was a scam since no alternatives provided. But it was the HK typhoon of course. Then within a day another email saying they'd rebooked us on Qatar Business Class at no extra cost to us and no input needed from us. Brilliant.

Booked on a return flight, Manchester to Tokyo, via Hong Kong. Refused boarding because the onward flight from HK to Tokyo was grounded because of Typhoon Ragasa, but told they would organize an alternative flight home for us. Abandoned by staff at the airport, with zero support - finally we had to arrange our own return flight (and pay ourselves). The next day, we were offered an alternative flight from Hong Kong to Tokyo - impossible to take that because we were still in the UK! After a long-winded complaints procedure, where we carefully explained their mistake, we were refused compensation because "we had refused the alternative arrangements made". Cathay Pacific obviously didn't read our report carefully & we are still waiting for compensation. APPALLING customer support - stay away from this god-awful company.