Cathay Pacific Customer Service Complaints - page 2

Very disappointed by their customer service!! Treated me like a prisoner throughout my 4 day of hassle at the airport. I admit it was my mistake i didnot inquire about getting a visa because my passport is still Pakistani. But how could they board me without checking? and even if they did.. why would they not let me fly bac to Pakistan when my passport is Pakistani?? very very unaccomodating.. throughout the 4 days i waited to get back to chicago i was treated like a criminal who was constantly being escorted by their staff.. was promised a hotel or a lounge but nothing was done for that..and then when i finally got back to chicago they didnot fly my bag!!! extremely disappointed!! wasted my money!! Have written to them 3 times.. have not recieved a single response..

july 31 2012 my fligth from dubai to hongkong .and hongkong to philippines..i still remember the plane cx 746 raw 41 i admit that on my side i have also mistake because it was my hand carry but accidentally i left my laptop inside the plane, around 10 to 15 min when i discover that i left my laptop inside the plane..i go back to the plane but it was close so what i did i go to cathay pacific counter near in that area..i spoke to one of the staffabout what happen..and after she try to call or comunicate to maybe person incharge..then she said to me just wait for 10 min..one of the staff will bring my laptop..im happy that time because of the service..but after 10 min the personel i spoke said that you have another fligth maybe you can't board the plane and she said they find anything..i am very dis apointed why she tell me before that one of the will bring ang after she said also that they never find anything..,.

Hi

I am writing this mail as I am not able to reach you though phone from past one week I did mail you infroming regarding this.I never got a reply.I am Preetam Bale Shivalingappa, unfortunately used your Airlines for travelling from Bangalore to Memphis on August 30th 2:40 AM flight number CX 6711 via Hongkong ,Chicago. I am sorry to say that I had a very bad experience though out the flight journey and would never want to fly again using your airways.
I encountered a list of problems during the travel.

I am strict vegetarian and I was served Non-vegetarian food in spite of requesting them to be served veg.
At Chicago Airport,I searched for my bags and could not find it. I was so tensed because of this.I did not have any of you infroming regarding the delay in bags.I waited for like an hour at your counter and there was no one to help me out on this.Later I was told to contact United Airlines .I went to inquire there and they sent back me to Cathay Pacific. I had only around ten mins for catching the next flight to head towards Memphis .This made me feel even worse.
My baggage were delayed for 2 days. As all my daily requirements were in those baggage I was forced to shop out because of the delay.
After getting the bags I found 2 of my bags out of 3 to be damaged which is so disgusting.When I asked the delivery guy ,he asked me to inquire the Airlines.I did write a mail soon regarding this and even called but there was no proper response.

So now I have decided to cancel the tickets which I had book to return back to Bangalore and would never want to fly again in your Airlines.

Thank you for such a wonderful service to your loyal customers


Regards,
Preetam
Ph: +1 901-907-1476

We booked tickets in exit aisle for comfort reasons and paid $800 for the priviledge of being seated at toilet doors. Very poor service and dreadful conditions between Rome and Hong Kong. Putrid stench and invasion of personal space was overwhelming. Departed Rome and within 2hours had water peanuts,very poor meal (had run out of menu choices!) the plane was shut down after 1500hrs "now sleep" No service and waited to get water 90 minutes. Complaints although acknowledged by attendant and her supervisor and passed onto "manager" were not dealt with. Unbelievable constant traffic around us. Did not issue us with aisle seats that we had paid up front for from Hong Kong and told "policy of no refunds" Flights spoilt a great holiday of a lifetime Please beware of booking with this sub standard airline.

I wish I had read all this before I booked with them. Recently tried to travel from Amsterdam to HK with them but flight cancelled for 3 - yes 3 days due to technical difficulties. After queuing at airport with a 6 year old for 3 hours managed to get on a flight to Bangkok with KLM (Was trying to get to Phuket). Had to stay in worst hotel in Amsterdam for the night, fight for the 1 shuttle bus every hour, sit in seats 44 on KLM (ok so not technically Cathay's fault) so both of us sitting upright for the night flight. No meals as kids and veggie meal that I booked a year ago obviously not on KLM despite their efforts. I paid extra with Cathay to go to Phuket vi a HK to meet family there and avoid a night flight.

But the main rant is that I have tried to call them to request an upgrade on my return flight (one can but ask) and I can't get through to anyone who can help. I was told to ask at the airport or submit the online form. Ok maybe I am being a bit cheeky asking but regardless I should be able to get through to someone in customer services to at least inform them of my horrible experience flying with them - we appreciate your feedback etc....Not even confident they won't be so bad on the way back.

21st May, CX904. Due to take off 06:20. Flight offloaded at 09:30 for technical reasons. Chaos in the departure lounge. One announcement at 10:45 saying get on the buses to hotel. Told at hotel that flight will take off at 8pm just as e-alert says 9.30pm. Told to congregate at 7.45pm for buses. CX staff say waiting for bus schedule. Gave up and went to bed at 10pm. Phone call at 11:20pm says wake-up call booked for 4:30pm. No wake-up call but alarm woke me up to find paper pushed under door saying buses leaving at 6.30am. First bus leaves at 6.50am. Last bus leaves passengers rushing to gate. Take off delayed due to "lost" passengers. Finally arrive back in HK at 11:45am. Marks for communication skills? Absolute zero!

SO. I just got off the phone with the rudest person on earth ever. She sounds exasperated BEFORE I even started asking her my questions. Woman has a problem and I tried to cancel my boyfriend's ticket for him. She has no patience at all but was able to answer my question with a really b***** tone. Getting through the other number that the helpful person posted 2 posts ahead is less painful than their general hotline. That hotline you can never get through. So needless to say, I will not be flying with Cathay Pacific anymore unless I'm flying from Hong Kong. This is unacceptable to the maximum level.

been calling them for weeks and no luck of reaching a live operator... are they all dead or something? Just joined a group called "i hate cathay pacific airways" on Facebook to express my disappointment. I was planning to change my flight schedule, now I am going to cancel it. I do not wanna deal with this company customer service anymore.

Can anyone tell me whether cathay pacific is actually allowing customers to redeem airmiles on other airlines, like LAN and American Airlines? I made a request to redeem miles - 32,000 of which will expire in a few months -- and i cant get anyone at Cathay or at Asia Miles to tell me that my request is being handled. I havent even received an automatic email to confirm they got my request. All i got was a pop up window saying someone would be in touch in 7 days. Do i have to wait 7 days to find out whether they are looking into it? i need to know now whether or not i can fly!

Had been trying to redeem a business upgrade tix with my useless mileage points thru Asia miles program before they expire, I called Cathay 6 months ago, and they said the business upgrade seats are all taken... do i have to call a year in advance? 6 mos is quite a reasonable time for any kind of travel planning, not like I am asking for an upgrade to be awarded the night before I fly. A year in advance? Where am I going... to the moon?

Then I call back again sometime in FEB, MAR, APR and MAY, their customer service lines are always busy, and if I got lucky with a connection after numerous redials, I'll be placed on a drop call queue... they will put you on hold for 2hr+ (the longest hold was 6hrs for me) then their automated phone system will hang up the phone.

This airline is #1 on my don't fly list.

Very poor service. I have not been credited for our round trip MNL SFO under Marco Polo Account. The Manila Staff convinced us to apply for Marco Polo Club but when I presented them the problem, they told me they have nothing to do. They gave us 1-800 number but we can not also contact this number. Very frustrating. I thought I got the right airline but now I'm am in doubt.

How can I contact Cathay? I've been on the phone for several hours already. Cathay is wasting my time!!!!

Same here. I tried to change my flight date and all I got its busy singal from the phone. Does anyone work over there. And there is nothing available online to change the date..... What kind of airline is this. I will NEVER fly with them again.

TERRIBLE CUSTOMER SERVICE! The toll free number is not working. It's always busy. I have been trying to contact them for almost 10 days now. I need to rebook a flight for May 18, 2012. I even tried calling overseas, their Hong Kong office, just to get hold of any representative from the company, but all I get is an automated response. It kept ringing until it hung up on me. I tried several times calling the Hong Kong number, but no success in doing so.

What a rip-off! After they issue the ticket, they don't want to deal with you ever again. NEVER FLY CATHAY PACIFIC!

My experience on this Cathay Pacific on April 20 and April 28 was the worst ever for an airline that's been operating this long. The problem with this airline is they never have any backup plan in case of flight cancellation. The customers will be basically on their own. The customer service is the worst in any of the commercial airline, especially the HongKong Chinese. These are very mean people. We were left clueless in the HK airport for what to do next. They won't even entertain the idea of using another airlines so you take the earlier flight. This is the airline you have to avoid especially if you have elderly passengers with no companion. If you are from the Chicago area, avoid this airline. I spent total of my 4 days (inbound,outbound) travelling on my 1 week vacation with this airline from HELL. Cathay employees will not care at all even if you are stuck in the airport for few days. I never wrote negative comments about any airline but this one I need to share to the rest of the world. You can google the April 20 and 28 flight on this airline it will explain how f$%# up this company is. This is not a quality company they try to let you believe. Fly Asiana, Korean Air, United or something else but this.

Imagine being stuck at your point of departure for 50 hours because of aircraft technical problems. Well, that was exactly what happened to flight CX904 (Manila to Hongkong) on a clear sunny day last Apr. 28, 2012, as Cathay Pacific Airlines kept their passengers guessing as to when they will ever get to their final destinations. In times of crises like these, an airline chooses to either respond diligently to the needs of their passengers and pass the test with flying colors or ignore them totally and do an epic fail. Sad to say, fail miserably was what Cathay Pacific chose to do.

I was one of those 300+ unfortunate souls booked on that flight, and together with my daughter, who incidentally was flying for the very first time, experienced first hand how Cathay Pacific intentionally mis-coordinated the events of the next 24 hours, and how instead of appeasing and assuring their passengers, they were in fact non-commital and unreachable by normal communication means, so much so that we were left in the dark as to when, not to mention if, we can really fly out.

I had to resort to my own resources to find out what our options were at that point as time stretched and laid to waste our painstakingly made travel plans. And even after the airline confirmed to us in writing that we can fly out the next day, when we arrived at the airport, check-in counter personnel had only more bad news for us as they told us that they cannot honor their earlier confirmation, keeping us guessing again if we can really fly out that next day.

Needless to say, all this left a very bad taste in the mouth, and after more time passed than our collective stress levels can handle, we threw in the towel and just canceled the whole trip.

What was supposed to be a perfect holiday and memorable first time flight experience for my daughter, turned into a horrible and unforgettable nightmare thanks to Cathay Pacific’s inept handling of the situation which to begin with was no one’s fault but theirs.

Shame on you Cathay Pacific, I expected more from such a well respected airline.

I'm having the same trouble! Been trying to call to change a reservation for days. On-line says it's unavailable. UGH!!!!! What a horrible airline!

Trying to get through to the main USA central reservation number for about a week to change ticket. Can't do this online unfortunately. The line is constantly engaged or maybe out of order. Maybe they forgot to pay the phone bill.

I have never encountered such shoddy service before by an airline. Now makes me wonder how the flight is going to be? Should have gone Singapore to Bali.

Marco Polo "hotline" in Hong Kong impossible to reach. Once you get past the busy signal, which could take a long period of redialing, you are put on a permanent hold. I have given up after my third 3-hour attempt (can't sit by my phone the whole day!). I need to change an award ticket which is impossible to do online. My travel date is in two days so I'm at my wits' end.
This has been going on for some time due to their "system upgrade". Does anyone at upper management have an idea how frustrating and ridiculous the situation is?

I have been unable to speak to anyone from Cathay for two days - all lines are busy and even speaking with the staff at the airport is like talking at a brick wall - Cathay was once legendary for its service - now their customer service doesn't exist - if you have shares in Cathay SELL.

Cathay's US customer service is non-existent. The 800# always busy. Why can they just hire more people to help customer's issues? It is the worst customer support among all other air lines.

Lines are always busy, can't get through! CX is the most expensive and the only direct flight to Hong Kong. It has the worst on-flight service!

My father died and tried to change my bookings. Waited Half hour then was told they would call me back. Never did. What's up?

Waste of time!!!!!

Can't get through on their help line. Website does not work. How can they get anything done?

No wonder their company value and profits are crashing through the floor.

Hey, Cathay, book up your ideas or end up like PanAm!

This company does Hong Kong a severe dis-service.

I hope their PR/communications team is reading this - I'm going to spread the news far and wide on social media that Cathay Pacific is a dead stick. This is a PR disaster!!!

Tried to book online. Website crashed twice without booking confirmation. Called my credit card company, they said two transactions had been approved. Called to try and rebook with Cathay. Tried for 24 hours to get through on their phone-line without luck. Now the flights I wanted are US$200 more expensive!

Really poor website experience and terrible phone experience. Just could not speak to anyone after trying for over 24 hours.

If there is no other way, fly Cathay! These guys are a joke.