Cathay Pacific Customer Service Complaints - page 3

Tried calling their toll free number several times but the line is busy. How can that be? A 1-800 number that is busy, totally ridiculous.
Very poor customer service if there is any.

The long wait on the phone is horrible ... just really unreachable both English and Mandarin lines. I was excited to book with CX, but NEVER again. I flight is delay by 5 hours, no email nor phone call ... I found out just because I happened to check my flight on-line!

BOYCOTT CX! I am writing in regarding the APPALLING service over the past couple of months. My wife spent DAYS calling up almost hourly to get our flights redeemed. We had an issue that we cannot book online.

When she finally got a line instead of an engaged tone, she waited 4.5hours before someone picked up the line!!! She had to cancel dinner plans. This is TOTALLY unacceptable for a top-tier airline. The same thing happened when we were in Bali and needed to change our flights for medical reason. We spent days & nights making OVERSEAS calls but to no avail. I wonder who will reimburse us for the cost (we have proof of bill)! Our friends in Bali were shocked by the CX service.

While we do understand a need to upgrade a system (which we received notice months ago), there is no excuse not anticipating that you will need additional support/manpower during this period. A system upgrade is known ahead and hence, could have been planned better for it.

One of the reasons people subscribe to frequent flier programs is because they are happy with the service and would like to use the airline frequently. I am not expecting exceptional/demanding service but it is shameful (pardon my language but that is how I feel) that a top-tier airline cannot even get a phone line sorted. By the way, we tried the website too but it kept crashing. What is the point of having a frequent flier program if you cannot cope or maintain a reasonable level of service???

You will never be able to reach them over the phone or e-mail so if you have made your booking over the Internet forget about ever being able to modify it. If you call them you will be put on hold and forced to listen to a single Robbie Williams song that has been looping nonstop since 2009. Perhaps its their way of making sure you never call them!!

CX used to be my favourite airline. No longer. The incompetent management has conducted reservation system upgrade without adding the sufficient manpower on the call centre. As a result it is almost impossible to reach them. This week I spent total of over 10 hours (multiple calls lasting more than an hour on hold .. but no one picks up). This is outrageous. The Hong Kong government should suspend their license as CX is no longer able to serve the customer with reliable service. HK is a robust market should be run by someone else.

They are so terrible, their customer service number is busy all the time. I have been trying this for whole week. They are just unreachable. What the hell are they doing?

Concur with the comments made here. It takes on average 45-60 mins before an agent answers the call.

They recently charged me twice for the same booking. and once they refunded the money, i found i was short by over HKD300. This happened again just 5 weeks ago. Was refunded HK230 less than what was charged! Customer service sent me an email 3+ weeks later to basically say tough, no refund.

I no longer dare use CX - they are just too uinreachable.

I need to change a ticket through their frequent flyer club (Marco Polo), but I cannot reach the club in either place.

The change cannot be done online, so I ring, and get told they are very busy and will ring me back - they never do.

I send an email, and get an automated response that they will soon respond - they never do.

Their main reservation line in Sydney, which I go through to after waiting for about an hour, said they cannot help.

I saw most of these comments seem to originate from the U.S.,
but I have to tell you the same applies in Hong Kong and Australia. I commute between both places, I need to change a ticket, and I cannot reach the Marco Polo club in either place.

The change cannot be done online, so I ring, and get told they are very busy and will ring me back - they never do.

I send an email, and get an automated response that they will soon respond - they never do.

Their main reservation line, which I go through to after waiting for about an hour, said they cannot help.

I have one and a half tickets left with Cathay. I have flown with them for 30 years (since about 1980) and was once a diamond member - but I am now trying to just cancel these tickets, and that will be the end of this relationship.

I have had the same experience as everyone else here -- spent 5 days trying to get through with a busy signal every day. Most frustrating experience ever!

However, I finally got a phone number for e-ticket support in Hong Kong. It wasn't toll free, so cost me 12 cents a minute, but they answered in about 10 minutes and were super helpful once they were on the phone.

Unbelievably bad. I have called the US customer service # over 100 times, but it is always busy. Now calling the number in Hong Kong, which at least puts me on hold, but so far have be not talked to an agent.

The "ManageMyBooking" link on the website doesn't work. It cannot find my reservation with either my booking ref number or my E-ticket number.

Worst. Customer Service. Ever.

I have been trying to reach their 1-800 customer service number for 2 weeks to get business class seat assignments. Permanent busy signal- the "manage my booking" section on their web site does not work either. Neither does an e-mail to their "customer care" group. I am glad I have a few weeks available to get this done.

The hold time for Cathay Pacific calls is very long. They say they upgraded their websites, but they don't let people with special fare tickets to avail of any options. It just doesn't make since. Eva air, next time!

STUPID ASS AIRLINE. CUSTOMER SERVICE? NO DAMN SERVICE AT ALL. ONE PHONE LINE AND ONE PERSON IN THE CALL CENTER.

FLY AN AMERICAN CARRIER. SHOW YOUR DISPLESURE WITH YOU AMERICAN DOLLAR.

Been waiting now for over an hour and still nothing...listening to Robbie Williams on repeat is making my ears bleed. Come on Cathay, what the hell has happened?

I was having quite a difficult time getting in touch with customer service. I almost felt like giving up. But, once I did, the booking experience and the re-assurance I got was totally unmatchable. I was really really impressed and glad I got my tickets. There is some technical problem with the phone, but think it is worked out now. I suggest being patient!

Have been trying to call for three days now to verify if the ticket I bought my daughter oneline has been e-verified. I will be out of town and cannot present the card at the time of travel. Looks like I'll have to drive to LAX (120 miles) to get this verfied. Won't be using this carrier in the future.

Waited almost 1.5hrs before we got thru to Customer Service. In the meantime, they keep repeating that we should use their on-line Customer Contact, which by the way does not lead one to email issue to them.
Worst Customer Service hotline & website I have encountered.

I tried to contact them by phone in a month, but it always busy. It is worst airline phone call support ever.

Filed request for flight to use award miles March 19th, YVR->SJC via Alaska Airlines.
The page said 7 days (unclear calendar/business), so I waited for 7 business days, and I've been trying to contact them since then.

Canadian Toll-free number for 1 hour, US toll-free for 45 mins and then my call was cut off. Tried Canadian number again, couldn't get through at all, it said all agents were busy. Now I've been on the line with voip to the Hong Kong Toll-free number for 1h45, still on hold.

I haven't spoken to a person at all during this time.

I am trying to reach customer service number which is 1 (800) 233-2742. I have to contact them urgently to postpone my round-trip booking. I asked to my travel agent also, they also could not reach cathy pacific customer service. This is first worst experience where, I could not reach the airline for few days. Still I could not reach them. Every time I receive recording that " Cathy pacific is experiencing high volume of call...". Don't know how to work this out.

I have now spent 2 hours on hold to various call centers trying to cancel 2 flights I have booked with CX. Business class fully refundable tickets that you can't change or cancel online!!! This is not a premium airline service. It is shocking. Please please please will someone answer before I go crazy listening to the Robbie Williams song play over and over.

I've been trying to contact them for over week with no success. I've never seen such a disaster. Their website cannot be used to confirm flights and none of the phone numbers they use work. This is really scary. Same experience as everyone.

I've been trying to contact them for over week with no success. I've never seen such a disaster. Their website cannot be used to confirm flights and none of the phone numbers they use work. This is really scary.

I have been trying to get through to the Cathay and Dragon air reservations and e-service call centres for several hours to change a flight. Always on hold for over 30 minutes and never getting through. This was after trying to use the web access and either getting a message the system was unavailable or my reservation couldn't be located. I eventually called the Cathay Abu Dhabi Cathay office (thanksfully I had access to long distance calling and a computer to look it up) and had my request dealt with promptly by an extremely efficient fellow.