Cathay Pacific Airways

I flew flight CX876 from Hong Kong to Dallas. The service was absolutely terrible and the food was below average. Some of the flight attendants were not so nice to customers which is not surprising. I would highly recommend using a different airline. Show details

Shambolic check using the new system at Sydney international airport. Queue up once to get a boarding pass from a machine. Then queue up again for bag drop. Complete confusion from all passengers queuing. Only one completely overwhelmed staff (who did his best). This criticism is squarely at management. I invite them down to try it. Worst I’ve ever seen.

Well, we flew business class so it was always going to be good. But then they cancelled our flights back to Melb from Barcelona. Why? Because of the typhoon that was about to hit HK. And this is where they really excelled, they automatically rebooked us on Qatar flights, also business, via Doha instead of via HK, with no effort or input whatsover needed from us, more or less on similar timings. Brilliant. Show details

Perth Vancouver return via Hong Kong I flew out in economy light and back business light in June 2025. First off, I was worried about China and authoritarian government though less so than had I had to connect via USA, but I got over my jitters as this is the quickest route from Perth avoiding Australian domestic terminal nightmare. The flight… Read more

crew was excellent both ways and the return trip a delightful worthwhile upgrade. HK airport is vast but the economy lounge is very basic, whereas business lounge very nice. The big plus was the extremely professional Cathay crew who saved me on the return flight from Vancouver with a delayed connection. For a second I thought I was sunk, but they got me onboard in the nick of time. Many thanks Cathay crew

We flew from Osaka back to Melbourne with one extre oversized fishing rod Weighing 1.3kg , we were charged AUD$250! We weren’t even overweight with the other 2 checked in luggage’s and had no carry on luggage. Manager at Osaka airport was not helping and rude, basically pay or don’t get on the flight altitude. NEVER had any issues with other airlines changing for an oversized luggage, NO MORE CATHY ! Show details

Such a disappointment. Booked flights from Australia to Finland. Where do I start.... All 4 checked-in bags were delayed between 6-15 days, 1 bag damaged, my daughter who is a minor was seated 13 rows away, her booking was hacked into with the email changed (still wondering what other private information was taken), points to Finland was not… Read more

credited to my frequent flyer (was told it was rejected when I claimed, but no reason given) although the return leg points were credited.

Formally complained, but all I got were excuses why they are not responsible, nonsense and kept passing the buck. Now they are completely ignoring all my emails as I can only assume that they don't have any logical answers.

Worst customer service ever!

The following email I sent them sums up the shambles I was met with. So far no response I fly worldwide. Yesterday for first time with your airline which had been recommended . That was a mistake! My flight details as follows if these items are found. Upcoming flight flight-info-icon Mon, 29 Dec 2025 | CX 250 London, Heathrow to Hong Kong LHR… Read more

17:50 LHR Terminal 3 12h45m flight-icon dot-timeline HKG14:35 +1 HKG Terminal 1 Economy Class L Operated by Cathay Pacific flight-info-icon Tue, 30 Dec 2025 | CX 605 Hong Kong to Phnom Penh HKG 16:00 HKG Terminal 1 2h45m flight-icon dot-timeline KTI 17:45 KTI Economy Class L Operated by Cathay Pacific

You lost my baggage. Never happened to me ever before. However today, 27 hours later, I get a call saying you now have my bag and that you will deliver HOPEFULLY tomorrow. I want it today. I am told no one to deliver it. The country is full of taxi drivers.

I am now told that tomorrow you will despatch it to some local bus station for me to travel to and collect

No doubt you will blame this on third parties. Please don’t

Paul Anderson

MEL/HKG/HND/HKG/MEL Business Class Booked the flights through Webjet based on price and good timings via connections in Hong Kong. Surprisingly the check in was DIY instead of a designated counter although helpful staff were on hand to assist with the process. Seating in the 1-2-1 configuration was comfortable for both the long haul 10 hour… Read more

sectors. I have had some great breakfasts on planes, but unfortunately Cathay was lacking on this occasion. Breakfast was soggy and un-appetizing and I was regretting not eating in the lounge prior to departure. Service on both the long haul sectors was just average at best. The remainder of the meals were good without being outstanding but the main issue was the lack of service during the flights. Crew seemed more intent on clearing up as quick as possible rather than providing an appropriate level of service. Even though wine was pre-ordered at the same time as requesting the meal, it was not until half way through eating that it appeared for some customers. I had 4 drinks in 8 hours and had to request every one. It was the same on the return flight to Melbourne. What a difference to the short haul flights to and from Japan. The crew never stopped providing a great service to all passengers in the much larger and more crowded Business Class cabin. I was actually asked if I wanted another glass of wine as opposed to the crew wanting to take my glass without asking. It had been a number of years since last flying with Cathay and I was looking forward to the experience, given their Top 3 ranking among airlines. I can now only wonder at the accuracy of such a ranking based on my experience.

Our flight experience with Cathay Pacific was very disappointing. We paid for additional leg room, which was fine for the first leg from Sydney to Hong Kong. The second part of our journey was Hong Kong to London. My husbands seat was changed so that he was squashed in a corner with minimal extra leg room. We were not provided with an explanation… Read more

why this happened. The food from Sydney to Hong Kong was lovely, good choice, delicious. The flight from Hong Kong to London and return trip from London to Sydney was frankly woeful. By the time the food trolley got to us there was usually only one or two choices. The food was bland and very disappointing. Staff were quite unhelpful about offering alternative options. Our return flight from London to Hong Kong was cancelled due to an engineering issue, fair enough! This was a 8pm flight. We sat on the plane for sometime before being told the flight needed to be cancelled. We were then told that a bus would take us to a hotel. We stood in the airport for over 1.5 hours waiting for the bus. We were not offered any seating, food or drink. When we finally arrived at the hotel, about 1am the hotel staff were very good at allocating everyone a room, which while tiny, couldn't even open a suitcase without lifting onto the bed, had a nice shower and comfy bed. We were still not offered any food or drink and there were no facilities at the hotel to buy food, as it was the middle of the night. I received a txt message to say that our flight had been rebooked for the following day, that was good. When we arrived at the airport we were told that the additional leg room seats were unavailable. We were told that we would be reimbursed by Cathay Pacific for this. THIS DID NOT HAPPEN. NOR DID I RECIEVE A REIMBURSEMENT FOR THE UBER I NEEDED TO BOOK TO GET FROM THE HOTEL TO THE AIRPORT. I have asked Cathay Pacific twice for a reimbursement but this has been denied. I do not understand why this airline has such a good reputation. I do not recommend Cathay Pacific at all.

The on-board crew were excellent and I have no complaints about flying the airline but god forbid you have an administrative issue that requires attention. I tried to upgrade our economy flights to Japan and back from economy to either premium economy or business. Neither were available except for our last leg home from Hong Kong to Sydney. … Read more

Meantime, I paid about $260 for extra legroom for myself and my wife on each leg, not cheap compared to other airlines, but worth it for us. All up I spent about $1500 extra for the privilege. In the end we got premium economy upgrades for the last leg home after bidding online. Problem was that the extra legroom seats I had locked in were now superfluous and I wanted a credit......well......what a marathon. The first time I called the airline, the woman kept me on the line for over an hour, repeatedly explaining the situation until she understood. She kept putting me on hold for 10-15min at a time only to come back and ask more questions. When she finally understood the issue, she reassured me the credit was being processed and it would take up to 10 working days to process the credit!! Ten working days is excessive in anyone's language. Anyway, two weeks later I called back again and spoke to another woman asking about the refund. She claimed there was no record, so I had to explain my self once again. Guess what? It took me another hour to repeat the whole process but this time I received a case number! Fed up with wasting two hours on a telephone and having to wait another two weeks, I contacted Paypal, my payment gateway. They reversed the charge within 2 business days after I explained to them the issue. I then lodged a formal complaint to Cathay Pacific, to be advised it could take up to 4 weeks for a reply. They were not joking! Four weeks later I received a reply to apologise for taking so long to reply to my complaint and that they resolved my issue anyway. I wish anyone the best of luck having any sort of claim against this company as they may die of old age either waiting on the phone, or getting an email reply, or even getting some money back. Again, I have no issue with their flight operations, but the "back room" is a shambles of incompetency and understaffing........good luck. I wont even redeem any points I have accumulated through them, let alone fly them again.

We booked a flight five months ago for travel in another month, selected seats etc in premium economy to treat ourselves on the long trip. I have just gone on to check information and we have been changed to a row of four without any notification or choice in the matter Trying to get hold of someone is a nightmare. Tried calling several times on… Read more

hold an hour at a time. Finally get to talk to someone who has no idea why and just quotes scripted response. I then go to whats app for assistance. Get responded to 24hrs later in the middle of the night, I respond as soon as I see.the message, no response , so next day it ends my session. I then try to engage again and get the virtual robot who spins me in circles So no help. No customer service and no responsibility. Never again will I use Cathay pacific, only Singapore Airlines for us

⭐☆☆☆☆ I booked a multi-stop ticket with Cathay Pacific from Sydney to Kathmandu via Hong Kong, with a planned 4-night stay in Hong Kong. They cancelled my Hong Kong to Kathmandu flight, and instead of re-booking me on the closest available date, they pushed my ticket a whole week later. This completely ruined my travel plans and makes no sense at… Read more

all. A passenger should be re-booked on the next available flight, not forced to wait a week. Very poor handling and extremely disappointing service from Cathay Pacific.

My husband and myself flew from Melbourne to Hong Kong to Mumbai. If you want to pay business class prices and get treated like you’re in less than economy class. This is the airline for you. The service was disgraceful. The food was unable as offered one glass of champagne, which was horrible and sheep. I was giving a praline and had to ask for… Read more

more. I felt totally ripped off and I would never in 1 million years fly cafe Pacific again. I just hope people read this so they know where to book elsewhere. I complained and they gave me 18,000 Asian points Help pathetic what disgraceful airline.

My wife and I ust completed check-in at Sydney. Advised that we won't be able to sit together, despite having booked our seats together months ago. We had tried doing seat selection on-line but was "not available '. Tickets cost us $13k AUD. Not good enough. Show details

We are having a terrible experience booking with them. The customer service team are useless and instead of assisting us they wasted our time without any positive outcome. We will never go with this airline again Show details

Not even one star!! My daughter had an medical emergency that’s why my husband booked the earliest flight! Just to be delayed for 3 hours from melbourne to HK! His connecting flight left him and was just given a voucher to compensate! He is supposed to be there after lunch but now will arrivw at 5pm! Never again! Show details

I am writing to express my deep disappointment regarding my recent experience on one of your flights. While I generally hold your airline in high regard, this particular journey left me disheartened due to what appeared to be discriminatory treatment and lack of basic customer care. Despite requesting assistance multiple times to be seated… Read more

together with my companion, the cabin crew made no effort to accommodate our request. We observed multiple pairs of empty seats, including rows where individuals were seated alone with additional vacant seats next to them. However, our requests to move to these seats were repeatedly denied. In one instance, we were told that a particular seat was unavailable, despite it clearly being empty and occupied only later by a single passenger.

What was most concerning was that several non-Asian passengers were seated together without issue, even though many, like us, had not paid for seat selection. Families and couples around us were placed together without having to request this or pay extra. This inconsistency in treatment raised concerns about potential racial bias, particularly as Asian passengers ourselves included appeared to receive less assistance and consideration throughout the flight.

The lack of empathy and unwillingness to help from some of the flight attendants was deeply disappointing. For an airline that promotes its Asian heritage and hospitality, this experience felt contrary to those values. It is particularly disheartening that such a situation occurred on a flight to a non-Asian destination, where one would hope for inclusive and fair treatment for all passengers, regardless of ethnicity.

I sincerely hope Cathay Pacific takes this feedback seriously and investigates whether internal biases or inconsistencies in service delivery are affecting the experience of passengers. I urge your team to ensure that all passengers regardless of background receive fair and respectful treatment in the future

Not gonna travel by this airline for the second time. Their policy regarding the baggage weight is not good compared to other airlines. Their staffs at Bangladesh airport made unnecessary issues regarding the weight of the baggage whereas other airlines provide more weight opportunity in cheaper cost. The plane was delayed by an hour which led to… Read more

wait for 10 long hours to catch the next flight. There was also food shortage for the passengers. Overall, the experience was highly unsatisfactory.

One of the worst airline i have ever seen, i booked two tickets of my parents from brisbane to hong kong and hong kong to delhi on 23 june , the flight number is CX150 and CX679. I booked wheelchair assistance, they took them in wrong flight and they reached at Bangalore airport, they are old, they can’t speak and understand English language, i am… Read more

surprised how staff can took them in wrong flight without any booking of that flight, i will never recommend this airline to anyone.

Don't expect a refund when it is due. They never pay it, even after several calls . They keep adding 7 days to when I should receive it. Been waiting 2 months now. I won't make that mistake again. Plenty of other airlines around Show details

I fly on 2 June 2025 from Sydney to Mumbai , I would say the worst experience I ever had with this airline specially their customer service emails written by them where horrible, Starting from Sydney the flight was running late before it even start to take off from Sydney , when ask them what about connecting flight the crew mention not sure you… Read more

need to check with ground staff on HongKong most of the customers where stressed because the connecting flight was 1 hour from HongKong , when I was on flight from HongKong to Mumbai when I had my dinner and ask for my diabetes medicine the crew ignored me and said wait for some time it was 1 hours wait then I thought I should take my own then she return ask me to sit on my seat and while taking my bag she drop a suitcase on my shoulder and leg which tear my ligament when I consult a doctor in India doctors ask me for MRI and lot of test , moreover I waited for them to help me out in this situation as I came to India to see my sick mom now I am myself into so bad pain with my leg they mention we can’t compensate you for any update for business class when the senior crew on flight promised that I will make sure that you get a business class on your way back home from Mumbai to Sydney which is lie , I am into such a bad trauma and my blood pressure was so high when this incident happened but no courtesy from Cathay Pacific airlines I would say they don’t care about their genuine customer only worry about money terrible customer service from email and phone call have to wait for reply which is always negative reply never ever travel with this airline one of the disgusting and disappointing service plus no screen was working food was horrible. And I end up with pain for rest of my life with no help or assistance from them paid so much money for ticket and broke my leg with thanks to crew careless behaviour no WHS policy followed.