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poor customer service
Cathay pacific online booking system is faulty. Ground staff are not aware you have booked seats and issue you boarding passes with seats anywhere and separated from your your family. This has happened on four flights i have taken.Not sure why they bother with online seat booking when they never give you the right seats. Family got separated and we got stuck next to toilets and kitchen on two fourteen hour flights not recommended.
- Verified customer
For me, the flight and customer service are completely separate. The flight itself was nice, roomy, good food.
The issue is that like every other airline, there were delays. Unfortunately, Cathay Pacific’s customer service is by far the worst of ANY airline I’ve ever used. They don’t automatically rebook you when your flight gets delayed, you have to wait(along with the hundreds of others on your flight) in line. I waited over 3 hours in Hong Kong not knowing what was happening. Staff were trying to get rid of some people by telling the...m to go somewhere else or to just wait around aimlessly. Once I did get my flight rebooked for the next day, they cheaped our and refused to pay for breakfast the next morning and scheduled my subsequent connection too tightly so we missed another flight. Not surprisingly, they ignored my formal complaints that I went through their website. My goal is to hopefully dissuade one other person from the nightmare I experienced. Did I mention they lost our luggage on the flight on the way to Bangkok? Never again.
- Verified customer
Should be called - Cathay Horrific
Seriously!! New York to Hong Kong - over 15hrs flight and you only feed us two times? We were starving and some people were asking snacks because everyone was hungry and starving. Terrible food service and NEVER again - Sorry
And then feed us twice again from Hong Kong to Melbourne which is just over 8hrs which is fair enough but you really need to give more food if it's over 15hrs - Don't be so tight with Food service!!!
Avoid their 777s
Melb Hong Kong Paris June 26 Melb to HK A380 spacious great service HK to Paris 777 was in 333 configuration good flight but both legs are long seamless transit in hk
Fco to HK in Sept on a 777 but since June they reconfigured their plane to 343 seating what a nightmare plane was completely full lots of mainland Chinese what sloba rubbish everywhere for some reason they all demand hot water so they can have their cheap noodles
Seats are tightest iv ever sat in in staff numbers are the same for extra 60 or so passengers so they are run ...
- Verified customer
Ignored and neglected in business class and no response complaint!
We bought tickets months in advance and booked seats for our trip from Amsterdam to Phuket. Just before departure however the assigned seats for the return trip on 21 October 2018 were changed for Hong Kong-Amsterdam from Row 18 to row 20, directly behind the pantry, next to a toilet and frequently used cupboards, especially bad places for a night flight! The proximity of the pantry was not a guarantee of good service, on the contrary. On departure there was a 20 minutes delay. We had a clear view into the pantry and saw that the passengers in...the "first " part of the business class were offered a second preflight drink. Not so for the part where we were sitting, we were ignored by the cabin crew throughout the entire flight. When serving the meal, I was probably the last passenger to receive my pork with cold noodles. To be clear, because we have flown several times with Cathay Pacific, I am a member of the Marco Polo Club, silver member now. This token of loyalty is apparently one-sided because upon returning home I filed a complaint and received an automated message that one of the staff members of the Customer Relations department would contact me within 10 days. This has still not happened to this date, not even to report that the handling of the complaint lasts longer, nothing. I find this an outrageous way to treat your customers.
Hong Kong Business Class lounges
Cathay's Business Class lounges in Hong Kong are a disgrace. Dirty tableware littering tables everywhere, terrible quality food and long-faced staff. Toilets were also in need of an urgent clean.
When I reach my Business Class seat there are black hairs all over it and the pillow.
Moreover, my seat did not have a functioning USB port of power outlet.
Really not good enough. Come on CP, get your act together.
- Verified customer
Premium Airline still
It had been almost 10 years since I last flew with Cathay. I had fond memories of good service from a classy cabin crew, and an uneventful flight. I have just returned from a Sydney - Hanoi economy return flight. This was no different I'm happy to report. Being older and wiser, I refrained from the free alcohol and only ate and drank when the main passengers were attended to. Water, juices and coffee. The food was very good in my opinion, steering clear of seafood as a general rule. Beef Straganoff outbound, and Chicken Curry on the return. Bot...h were served with hot steamed rice and vegies. Both legs also had a second light meal....supper / breakfast. I ventured the fish congee on each flight and was happily rewarded. The plane was, what I thought was a Boeing 787 Dreamliner.....the headroom in the fuselage was enormous, but it's actually a 777-300, also with an enormous body and high ceilings. Very comfy and smooth. I'd fly with Cathay anytime.
Booking process OK
Flight to Heathrow from Brisbane
We were not given the seats we asked for .We were sat in the middle row we were squashed could hardly eat our meal I had leg cramp.
We were told you had extra seating put in.
On return flight did not get the seats we requested we were told they were for staff.
Never again will we fly Cathay.
Disgusting when we pay their wages.
Also the flight on the 18th of September the toilets were a disgrace.
- Verified customer
Terrible service from ground staff
This is the first and last time we will fly with Cathay Pacific. We flew from Brisbane to Hong Kong and London return on 24/9/18. The return flight Cathay Pacific Airways 238 left 1 hour and 10 minutes late. We therefore missed our connection from Hong Kong to Brisbane. We were then met by ground staff who handed us boarding passes via Sydney, not Brisbane leaving 6 hours later. I would have loved a shower but only some customers were offered a hotel. We were given meal vouchers HK75 each. One voucher covered 2 coffees and the other one was on...ly enough for some sushi to share. We felt that owing to the delays we should have been offered a shower and enough for a meal. To make matters worse we missed our connecting flight from Sydney to Brisbane as well, because of another delay. The trip home took us 11 hours longer (over 30 hours) without access to a shower or a decent meal. It is a pity as the service on board the aircraft was good and we could not fault the staff. If two flights are delayed, the airline should look after the customer in a better way.
Terrible don't fly with them..
I have flown with a lot of airlines but never have I had to deal with urine on my tray take where a baby had been changed and it had not been cleaned clearly from the previous flight. When i asked the cabin assistant to help, she literary three wetwipes at me and left me to clean it no apology or explanation given. The food was awful I arrived starving as no meal choices I requested were available. Oh and on both flights the headset I was given did not work so couldn't watch the entertainment.
Don't give you anything for being loyal . Can't redeem points
This airline doesn't redeem points earned for upgrades or flights
Can't use points , I have over 300,000 and a diamond member
Going to change airlines that actually reward for loyalty
they always say need to wait till last minute to find out if you can use points
On flights service is average and cabins are average in business
Other airlines are heaps better ...Avoid getting trapped into there loyalty program
- Verified customer
Very happy customer
Qantas Platinum/One World Emerald frequent flyer.
Have flown with Cathay many times now Economy, Premium Economy and Business Class at different times. Always been impressed by the efficiency and service. Especially appreciate the really comfortable seats in Premium Economy ... the only PE cabin I have ever been able to get some decent sleep in.
Lounges at Hong Kong are superb, I always look forward to transiting there!
Manchester to Hong Kong. The Escape lounge at Manchester airport was a disgrace, way below Business Class expectations. The aircraft was old and scruffy. The crew were charmless. As a Business Class experience this was extremely disappointing and certainly fell well below that of Cathay's competitors.
Need to overhaul!
Although the same price as Qantas from Melbourne, we chose Cathay as they offered 3 flights with better flight times, and I have flown them before and they were very good. But my how things have changed! Our flight to Hong Kong was terrible! Whether the constant severe turbulence rattled the crew or something else was happening but the service was slow (7.30am flight from Melbourne, breakfast eventually served to us around 3 hours into flight just as the severe turbulence started and then lunch served an hour and a half after that!!) and then w...e were told there was none of the congee left, however the Asian lady next to me, and the Asian people behind us all got congee (westerners like congee too you know!) I asked for a glass of wine with lunch and the attendant said she would bring it back, which she did an hour later! Also told there was only one of the 3 choices left for lunch (pasta) but people behind us got the other 2 dishes on offer after us.Poor food choices on flight out of Melbourne however food out of Hong Kong was very good. Service out of Hong Kong also better, although still very disorganised. One thing I noticed was that there was no welcome or communication from the pilots at all (most pilots at least say hello and give you a rough idea of flight time, weather en route etc). Particularly on flight up, where many people were becoming distressed by the turbulence (there was a lot of screaming and spewing!) at least a "hi, sorry about the turbulence" might have allayed some fear. All we got was the usual "flight attendants prepare cabin for landing announcement" after descent started. PRO's... Leg room on the A350 very generous , good flight times. Hong Kong airport a dream to check in, shop at. CONS...lacklustre, disorganised service, average food. Plane not overly clean. Lift your game Cathay! Take a leaf out of Emirates or Qatar's books when it comes to customer service and overall product!
Do not redeem points
My Son and his partner saved to earn Qantas FFP in business for their upcoming trip to the US. However when it came to book no seats with Qantas so used their partner Cathay Pacific. A few days ago their flight was cancelled the alternative flight offered would mean them not being able to meet their connection in JFK to Toronto. After a couple of days being pushed between Qantas and Cathay Pacific, they were offered a alternative Adelaide-Hong Kong flight business, then Hong Hong- Toronto premium economy. This is really not fair considering...their points redemption was business class all the way. Nothing was offered in compensation they should have had a refund of some of their points used and the AA flight originally booked and already paid for from JFK- Toronto refunded. To add insult to injury they are members of Qantas lounges and because flight has now been downgraded they cannot use the business lounge in Hong Kong.This is a hard working young couple planning a looked forward holiday and worked hard for these points. Airlines should not be allowed to toy with their members and get away with it. Shame!!!!!
Travel With Kids? Don't Fly With Cathay Pacifi
It was not our first time travelling with children, but sure it was the last time we fly with Cathay Pacific.
When we booked our tickets, we put down a request for bassinet seats.
When we checked in, we specified that we need bassinet seat.
When we actually got in the flight, we (2 adults, 1 4 yo, 1 6months) had to squeeze into 3 seats and of course no bassinet.
Asked fly attendants for help, they said they can't do anything about it.
And instead, they gave us an email address for complaints that we might be placing after the journey.
THINK AGAIN BEFORE YOU FLY WITH THEM ESPECIALLY FOR THE PARENTS.
- Verified customer
Disappointed to see that reputed airline like Cathay Pacific disrespecting elderly passengers with wheelchair assistance.
Happened to drop into YVR airport yesterday (Mar 11) to send off my mother boarding flight # CX0837. Though her reservation had a special request for elderly assistance she was made to walk all the way from the security check point to the departure gate not just her all the other seniors who had requested for wheelchair service was also made to walk to the departure gate which is totally unacceptable.
Below is a very stro...
Check in nightmare
There seems to be built in redundancies into the check in process. Downloading the app was easy enough, but using it to check in required two lengthy attempts. At the airport I still had to use a cumbersome self check in machine to re-enter all the details I already had online, then eventually it printed bag tags. Again requiring two attempts. I was lucky, other people had no success and there was a massive line up for assistance- just to get bag tags. However both these processes (online check then self re check in) didn't help in any way as I then had to wait 50 minutes in queue to re-check everything again at a counter. Why? I don't know
Questions & Answers
Our travel agent has just booked us with this airline for a trip from Australia to Europe next year. After reading these reviews I am dreading the flights. Has Cathay Pacific got any redeeming features?
We are traveling premium economy but by these reviews the manners of the staff are anything but premium.
We are still to lock in our flights so should we be considering another airline?
Kind of looking forward to replies!
Hi Rosie. I flew Cathay Pacific (Economy Class) Melb to Barcelona a few months ago, not having flown with them before.
While there was nothing particularly wrong with the service I have to say cabin staff did not seem to go out of their way as much as other airlines I've flown. Staff were polite enough, but I was only ever offered one drink and then meals were served. Once meals had been eaten and cleared away I have to say that cabin staff were very scarce.
I'd hope your experience in Premium Economy might be a little better.
As I said, nothing particularly bad about them, but for the price I paid for my flight I would probably hesitate to fly with them again in future.
Thank you Kayne for this info. Our agent is looking at other airlines for us now so we will see what comes of that.
We flew Perth to Vancouver and new York to Perth with Cathay in Premium Economy.No real complaints to whinge about. Found the seats comfortable, enough for me to sleep several hours in. Very safe airline ro fly with but I must concur with Kaybee. Staff were no existent for most of the time. We have flown before to Europe with them but are looking for another airline for next year to Europe as we believe service can be better on alternative airlines.
Hi, I will be travelling from Melbourne to New Delhi via Cathay Pacific and the connection time between Hongkong to Delhi is 13Hr, I just want to confirm few things:
Can I go out in that time period and roam in Hongkong in a day?
Being travelling on Indian Passport, do I need to apply a visa in advance or I can get it on arrival? because it's transit?
However my final destination will be New Delhi and layover in Hongkong will be for 13 Hr or so, where will i get my luggage? directly in New Delhi or should I have do it all over again in Hongkong?
Please guide, I shall be obliged.
Thank you, Kind Regards
Hi Deepti I went to HongKong last year on an Indian passport, you will get visa on arrival but still have to apply for Pre-Arrival registration form online from their website which costs around 25$ or something not sure of the exact price now. You also need to carry the final hard copy of this form at the airport as they might not accept the soft copy if you just show it on your phone
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