Reviewer Photos & Videos
- Verified customer
Broken Seat caused injuries and affected holiday
I am writing in below to the correspondence received by Customer relations of Cathay Pacific.
I paid $1158 AUD to upgrade my partner to premium economy from Sydney to Madrid to ensure that she was able to be comfortable and have her chair reclined ensuring that there was no impact on her physically from such a long trip.
The flight from Hong Kong to Madrid saw the chair was broken and didn’t recline or move at all and the tray tables were also broken.
This was bought this to the attention of the staff who advised there was nothing that could be done.
There were spare seats in business class which would have been a logical resolution to have passenger to one of those spare business class seats.
Premium Economy only a small step up
We flew PE from Sydney to Hong Kong then onto Frankfurt. Was PE better than economy? For the long haul, I would have to say yes, definitely. If I were to travel again, even just to Asia, I would go PE. Seats are bigger and recline more. Trouble is, the fleet is really showing it's age, and the lack of maintenance. Seats showing a lot of wear and tear. Rubbish left in the seat pocket. No real issues apart from that.
I recently travelled to Hong Kong and experienced a flight cancellation. In spite of this, the staff at Cathay Pacific were superb - they excelled themselves to ensure I found an alternative flight, arranged assistance for me and found a flight which, in spite of having to fly from Sydney to Melbourne to catch it, reached Hong Kong only two hours later than my original flight. The help and service I received exceeded any provided by any other airline I have travelled with. Will I travel with Cathay Pacific again? Without a doubt they will be my first choice where possible. Congratulations and a big than
Almost 3 months and still no refund
Unfortunately we had to cancel our flight to the Philippines as a relative became sick and was admitted to hospital. It has almost been 3 months and we still haven’t received a refund from Cathay Pacific which we need for our travel insurance.. When I contacted them, they informed me that they had not received a refund request from the travel agent, however the travel agent had received a confirmation from Cathay Pacific informing them that they would refund the ticket and in further emails, told the travel agent that there were only 2 people w...orking in the refund department so processing would take a while.. seriously?! A big international airline only has 2 people in the refund department?!! Anyway, we also had flights with Philippine Airlines that needed to be cancelled and we received the refund within a week of flights being cancelled. So Cathay Pacific, why are you taking so long?!
- Verified customer
Unable to sit together and missed dinner
48 hrs before the flight from Hong Kong to Melbourne on the 28th of September received an email inviting me to do an online check in and select seats. When I tried a few hours later there were no seats available for my wife and I to sit together so unable to check in
Arrived at airport 3 hrs before flight. Unable to sit together. Once on board there were at least 5 other people in the same situation in our area of the plane (rows 40 to 48). Almost got a swap to work. I helped out another couple allowing them to sit together. To top it off ...
- Verified customer
First time flying with Cathay Pacific, good service.
It was a bit confusing at first as their seat numbering is different to other airlines and I was not sure if my wife and I were sitting together. The plane was an A300-330 so it has two seater rather than three. I prefer the two seater as you then don't have to worry about bothering other passengers. There is just enough leg room for me to be comfortable, I am 6 foot tall. I flew to Hong Kong, then transferred to Beijing. The flight was smooth and without problems. It was delayed so we missed our connecting flight but Cathay Pacific staff were ...waiting for us at the gate to give us our new boarding passes to our connecting flight. I found it strange that they did a drink service, which included peanuts, and only 15 minutes later served dinner. In all I would not hesitate to fly with them again.
- Verified customer
Flexible solution to a last minute problem
When a flight from Perth to Hong Kong was delayed 7 hours, meaning I'd miss an onward connection, they quickly arranged a booking with Singapore Airlines which enabled me to meet the connecting flight and subsequent railway connection to Huangshan. My holiday was salvaged and also my confidence with those respective Airlines.
- Verified customer
Seasoned cathay flyer--Now worst airline ever
Hi guys, I've been flying with cathay for 26 years, ever since I was born. My family and I are all Marco Polo members ranging from green to gold. Today I will tell you a tale of utter disgust and hatred for this airline. I waited a total of 9 hours at the airport for my flight from Sydney to Hong Kong (CX110, now CC162). I understand that HK is experiencing very bad weather and I was told the plane needed mechanical fixing and they were unsure about whether it was safe to take off. This is fine, things happen and we can't anticipate for such an...event. However, the way they dealt with this problem was illogical and unacceptable. 1) They NEVER made an announcement about the cancelled flight until WELL after the anticipated boarding time. When we approached the front desk we were told that the flight is cancelled and we would now be transferred to a later flight. We waited a long time before approaching them--because if there is no announcement, I assume all is well. Why is it my job to approach the desk? However, that's not what the staff thought. She said if she made an announcement, it would create a commotion, so she was slowly and subtly approaching each passenger to ask for their passports. It makes no logical sense. I told her lots of people were probably still waiting for the announcement to happen! Luckily we got one of the last seats on the plane. 2) I am a green macro Polo member and asked for a lounge voucher as there is a 4 hour delay. I did not expect to get it but worth a try. She then SNICKERED at me. Are you serious? I understand a lot of complaints are due to miscommunication, but in reality it all comes down to client perception. 3) Fast forward to the plane ride: the most shoddy plane ride ever. I've flown with many Airlines--even down to tiny airlines like air Timor. This has got to be the worst plane I've flown. The backs of our seats could not be controlled and went up and down just by leaning on it. We were shifted to the back for take off and the TV did not work (I have to say the in flight manager was nice about it). The cold water button in the bathroom didn't work. I saw air hostesses roll their eyes after talking to passengers. Most shockingly, as we were leaving the plane, one air hostess saw the girl leaving in front of me, then turned to her colleague and said "I don't like her face". It was not even subtle! That is so unprofessional! As I was put in the last seat on the plane on this service, I also heard all the gossip about passengers from the staff at the back. I have booked 3 more flights with Cathay in the coming 2 weeks and I'm really dreading it.
Arrived at the airport and request a wheelchair for the whole trip to the Philippines and was told that we were supposed to apply before hand but they did do the paperwork and supplied said wheelchair, at Hong Kong no chair and rude service " we are so busy and there are no chairs" they asked for medical evidence which of course we didn't have as we didn't know we needed. We traveled through Europe last year with multiple airlines never once was there a problem. When they saw she had trouble walking they came up with a wheelchair and after tryi...ng to sort it out they literally had to run with her to get the connecting flight but her luggage would be on the next flight. The following day were informed that the luggage has still not arrived and were not sure when they can get it to the last domestic airport which means a four hour road trip to pick it up, to my mind it should be delivered to her residence. Meanwhile all she has are the clothes she's standing in. Dreadful service will NEVER USED them again.
Our flight was canceled from Shanghai to Hong Kong. Not given any reason. Didn't even tell us that there will be no flight leaving Shanghai to Hong Kong. Kept us waiting all day at the airport. No meal vouchers or hotel accommodation offered. Had to sleep in the airport which has only hard wooden straight back chairs. I paid $1000 more to upgrade to Cathay Pacific because I am a patient that suffered a brain aneurysm late 2014. I will not recommend or fly this airline ever again. Worst experience ever. Extremely disappointed.
Travelled April 2016 Phoned us on way to airport to say' weve overbooked your flight? will you fly next tuesday'??? 3 passengers - daughter placed in row in front so husband of crew member could have seat next to aisle so she could serve him 'special' meals /drinks? on return trip 3 family members spread all around plane ? hostess serving drinks while economy loading walked into me spilt drinks all down her front and was rude to me?/passengers with excess walk on baggage use your above seat locker?your bag will end up elsewhere?
Many other things ? pay the extra and fly Q or BA/Emir NEVER AGAIN WITH CP!!!
Delayed flights twice. The stewardess said "on time" which is not true.
She promised anything but its just lie.
Rude, disturbing and no manner.
Bad service ever.
They changed my original flight to other flight without my permissions and no other options.
My original flight supposed to go to Brisbane but they changed to Sydney.
Cathay Pacific - This is the utter worst airline I have ever dealt with. They charge AUD 385 for an
You imagine AUD 385 for an infant 6 months old kid from Melbourne to delhi return. All other airlines are charging between AUD 44-70. These are the worst guys. rip off.. they are just scammers. BEWARE.. I am really frustrated. And if you will compare any other airlines breakup with Cathay Pacific you will be amazed to notice the difference in prices. Please just stay away from them.
Recently we flew to China with Cathay Pacific,& initially we were surprised how little it cost to upgrade to Business Class.However,once aboard the plane we quickly realised why.I feel Cathay have fitted at least one ,perhaps two too many rows of seats to Business Class.I am 6'3" & disabled ,hence the need to fly Business ,but even my Wife,who is only 5'7",was unable to fit her feet into the aperture underneath the seat in front,sleeping is almost impossible.Also,although the Staff are obviously trained to memorise your surname,service is very ...curt & unfriendly. The only upside is the facilities in the Business Class Lounge in Hong Kong,although the furniture hasn't been changed since we were last there 8 years ago. My advice to anyone contemplating flying Cathay is to carefully consider whether the extra cost is worth it considering the first leg is only about 8 hours.
- Verified customer
Awful experience flying (or trying to) from Mumbai to Danang on December 23rd in business class with wife and toddler.
Flight itself was fine, nice cabin and service. Trouble started and rapidly went downhill into nightmare when landed 20 mins late in Hong Kong. There was someone waiting at the gate who told us we were already shut out of the connection (1h 10) on Dragonair. Great.
Next came an attempt to delay a 9h flight by 24h and putting us in a hotel. Had they bothered to check first, they would realise my wife needed a visa to leav...e the airport. After the overnight flight, next came a request to come back in 2h and they left us to it, though to be fair, some food vouchers for a breakfast like this. The trouble really started when came back to the transfer desk at the appointed time. The previous staff had taken our boarding passes. The new staff said they could not help without the boarding pass. They even told me the connecting flight had departed. Thanks for that gem. Eventually, getting nowhere, I asked them to sign some minutes to confirm they knew nothing and could not help. I explained this was not their personal fault, but that it was Christmas Eve, Cathay had dropped the ball, so I needed a record and then would sort it out myself later. No said the supervisor, they would not sign anything. It was meaningless, they said. Fine said I, I'll just take a photo to prove I was here. No said the supervisor, if you do that, I'll call the police. Words escape me to describe humiliation at the hands of Cathay ground staff. Eventually, a less hot headed person turned up and eventually booked on a budget carrier to Hanoi and economy to Danang. This then required laborious trips through immigration, collect bags, in again, check in again. At least there was someone from Cathay to help. But they weren't done with me yet. I asked them to check and confirm the bags were checked though to Danang, repeatedly. Yes, they said.
Very unhappy with there service.
I booked a trip online and since there was a unforeseen circumstances I had to cancel this trip. I was charged $281 when every other airline gives you a 24 hour grace period for economy flights without charging any fees. I'm unhappy with the service and will not fly with them again.
Always behind schedule. Luggage always late
They used to be ok, but the last 2 times were very unpleasant. Flight was delayed significantly both times resulting in our luggage failing to reach us when we got off the connection flight. First time I had to find out myself after waiting at the belt from beginning to end like an idiot. Second time I was informed upon getting off but it took 40 hours to get to me. I had no hairbrush, toothbrush, makeup or medication I needed daily. Received phone calls from them each day with no new information whatsoever apart from waking me up. (1st phone c...all was from a Phillipino number, but my flight didn't go past there.) Upon receiving the suitcase it was obvious that it had been rummaged through: straps unbuckled, perfume bottle out of its case missing its cap, other items obvious opened and carelessly thrown back. Never will I choose them again.
The service is terrible. I had high hopes for this airline as it is recognized as one of the leading airline in the world but on board staffs made me feel like a third class citizen. They were rude and lacked manner. Even asking for a glass of water seemed a great deal. The answer would be 'wait'. If it was a budget airline I would understand but paying high price for such a terrible service its a no no for me. Stick with Emirates, thai or Quantas.
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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