Here, I want to share my unpleasant experience with Cathay Pacific. I recently took a business trip using Cathay Pacific to fly from Pittsburgh, PA, USA to Shanghai, China, traveling more than 30 hours, with two transfer stops, Flight AA4352 to JFK Airport, CX841 to Hong Kong Airport, and CX380 to Shanghai Pudong Airport. I had booked an expensive hotel, about 27 miles from the airport, for a very important business meeting on February 24th, 2024. When I arrived in Shanghai Pudong Airport on February 23rd, I found my luggage didn't come with Flight CX380. I made numerous calls to their customer service, hoping to get my luggage by noontime of February 24th so that I wouldn't miss the business meeting scheduled several weeks ago. Their customer service told me the luggage would arrive on the 24th morning and promised they would deliver it to my hotel once it arrived. However, the following morning, when I called their customer service, I was told my luggage had arrived, but they couldn't find anyone to deliver it to my hotel immediately! I then called their customer service again and again to beg them to find ways to give my luggage back by noontime as they promised. But my luggage wasn't delivered until late evening time! Due to the severely delayed delivery of my luggage, which contained all my business documents and suits for the meeting, I had to cancel the meeting, causing me to lose the entire day with two nights at the hotel for CNY4384.00 (about UAD600) I tried to reach their claim office to claim my loss due to their fault in service. After writing many emails and waiting more than two months, Cathay Pacific made a unilateral settlement offer of CNY600 (USD83), which is baseless and unacceptable! I tried to make my argument, but they said this was a final settlement, which I refused. It was my first time using Cathay Pacific, and my last time too. I will NEVER trust Cathay Pacific again in the future!

I thought Cathay was FSC, today I confirmed that its service is more like budget airlines. It does not have any staff to help to rebook or purchase tickets both in SG and HK airports. Even if I ask for help from airport staff, they do not help at all and repeat saying calling customer center and giving wrong customer support number lol. If you find any booking problems at the airport, you will be surprised that you are completely alone. Nobody helps even if you purchase the tickets from official website. Customer center is slow and hard to communicate like a travel agency.

I had round trip flights from Singapore to Hong Kong. I missed departing flight and purchased a new ticket as customer support instructed. Nobody informed that retuning ticket would be cancelled at the time. I was not informed the cancellation via email or any channel. I also didnt expect it would be cancelled because I purchase new tickets in the same airline and let the customer support know.

I found the returning ticket is cancelled only when I arrived at the airport. I didnt get any help from airport staff as expected. I had to purchase flight tickets again.

If I knew the returning ticket would be cancelled in advance, I could have chosen different options. At the time I missed the original flight, Singapore Airlines was cheaper. The reason why I chose Cathay at higher price was because I believed Cathay would handle the issue smoothly, but it turned out that Cathay is not interested in resolving the customer’s problems, and it is only interested in ripping off customers by exploiting customer’s situation.

Original ticket price: around sgd 753. I had to pay sgd 2800 additionally in total. Paying more than three times of original ticket price. Departing ticket repurchase: around sgd 1800. Returning ticket repurchase: around sgd 1000.

I will not Cathay again unless the ticket price is lower than Air Asia. Overall poor experience at huge cost.

Cathay Pacific provided exceptional service both on the ground and in the air. The food and beverages provided were spectacular and it tasted awesome. They never ran out of anything throughout the flight and were always proactive about offering bottled water. There was even ice cream! Cathay allowed us 23kg of checked luggage and 14kg of carry-on baggage. The baggage was not damaged and arrived swiftly. Overall, the experience with Cathay Pacific was smooth. The crew were very kind.
They were really understanding when we overpacked around 1-2kg and let us on without charging us extra. So kind of them.

I booked a flight from Durban to Japan, using Cathay Pacific on the 26th April. All my Cathay flights have been delayed by an hour to two hours but that never really bothered me because I was still able to get to my connecting flights. The worst case was today (05/05/2024) I missed my connecting flight to Durban coming from Hong Kong because we were delayed by almost two hours and when I get to OR Tambo I am told to wait 8 hours for my next flight. I am pregnant, coming from a 13 hour flight from HKG , I’m expected to sit around the airport for 8 hours. That’s ridiculous. Never using this airline again and definitely wouldn’t recommend. I believe they could’ve held the flight to Durban for at least another 30 minutes because it wasn’t just me, there were other 3 people on the same flight.

I would like to inform you about the horrible experience your airline has put my wife and I through today. Due to weather in Hong Kong, there were delayed flights. We had to wait on the plane while other passengers came on board. We then missed our connecting flight and when we landed we were pushed to 4 different airlines trying to get us on another flight. I don’t understand why our flight could not be held. By the way both my wife and I were injured through out this entire process. I will ensure I never recommended the airline and I am sure I am just 1 customer so won’t mean much.