We booked directly with Cathay Pacific for flights to Europe in April this year but were forced to cancel due to the pandemic. Cathay Pacific refunded our money within 3 weeks and charged no cancellation fee.

We have had to cancel flights to Europe and completed the online form. The email stated within 7 days refund to credit card. 3 weeks later after calling and Twitter DM I have now been advised it may be up to another eight weeks. I know the airlines are having a tough time but they are still operating and this is not an acceptable practice. I have no flights and they have my $5k+ for a few more weeks yet. Unacceptable, we will not use them as an airline in future.

CX cancelled my flight for Tokyo to Hong Kong due to the Coronavirus. And they promised me that I will get my refund through PayPal in 7 working days. And now, over 10 working days have past ....am still waiting. After being waited on the phone for almost 2 hours, eventually got through to them and now said I have to wait for 7 weeks for my refund. Such a liar.

Launched a complaint with PayPal and surely PayPal can help me to get my funds back much quicker.

We were booked with Cathay to fly to Switzerland via Hong Kong and return to Australia with Cathay from Dublin via Hong Kong in May 2020. Cathay cancelled the Dublin to Hong Kong leg due to Operational and Commercial reasons. Lack of bookings. Cathay offered to reroute our trip with partner airlines at their expense or refund all the legs which have not been taken ie the whole trip without Cancellation fees. I will fly with Cathay again as the whole Cancellation process has been efficiently and very Courteously handled.

They are not responsible for their service, didn't let us to board because we had 1 hour connections in Hong Kong. They said you need to have a VISA for that.
During purchasing the tickets, we filled up the nationality information but just before check in they remembered need a VISA. They are so bad, never try them, won't be helpful at all.

Frequent business class passenger, their staff never disappoints in being the most useless, rude and highly untrained staff I have ever seen. Their customer service skills are non existent and it always seems as though they have an attitude of hate against you. If a cathay pacific manager is reading this you really need to look how to properly train your staff internally (maybe look at how the ritz carlton train their staff for a good guideline). I’m now moving my business for my staff and family back to emirates.

Due to the fact that Italy have banned flights to and from HK, we have had to cancel our flights. We were happy to forego any applicable fees and the refund idue s in the vicinity of $10,000.

We were advised that it would take 7 days for a refund. A week later I receive and email stating it could take 6 weeks. This means we will find it difficult to source a flight elsewhere as we need this money to book with another carrier.

This is very poor service. How is it that when you book flights they take the money straight away yet, when you have to cancel through absolutely no fault of your own they state they can’t refund you for 6 weeks? Completely unacceptable and I would steer clear of the airline on this basis.

My mom was a first time traveller and needed assistance. Had requested for assistance, and when asked for procedure, the guy in the service reception - "Rahul", was not very friendly and looked annoyed when asked for simple question. When asked about the process, he said "we have a system, she will be greeted at her seat. Which was not the case, nobody attended my mom at her seat and she was lost in hong kong airport with no way to communicate and then missed the flight. Utter irresponsible.

We travelled for the first time on Cathay from BNE to NY and SFO to BNE return. The flight crew were throughly professional. Catered for our vegetarian meal request. Lots of leg room, wide selection of movies for family. Kids loved it. For a change the journey was equally enjoyable as the destination. Stop over and connection at HKG was seamless and efficient. Love to fly again with Cathay in future.

- lost luggage. When i inquired about it they said it was just left at the loading area for no apparent reason. Unbelievable!!
- ran out of meals
The staff at check-in MelBourne were rude. On the flight back we were told that there were no meals for us & nothing else to offer. I wonder if 1st, Business & Premium E had the same problem.....For the price I paid for my ticket it was definitely THE WORST airline experience ever!

I travel overseas twice a year. Cathay Pacific is the airline company who's given me the worst impression so far. Last time when I booked my flights with them online, I chose vegetarian meals. But when I was about to go aboard, the crew blamed me that I didn't tell the counter that I required vegetarian meals and asked me to buy my own meals from the airport. I was horrified from what I heard. Plus, the staff really don't like to smile.

I booked a return trip 6 months ago for an important event.Cathy cancelled the original return flight and advanced my return date.I missed the most important day of the trip.They never informed this change earlier once I requested a return a day later instead which they had available ticket on their web site for long time.They refused because they wanted to sell those ticket for higher prizes.What about customer needs?This was an involuntary change done by airline doing so they increased my transit from 4 hours to 36 hours.Eventually they gave me short transit after repetitive requests but I missed whole purpose of the trip.I have travelled a lot but no other airline has done this to us except cathay.

Have flown with this airline on a similar route from Australia to UK and back for 7 years now on and off.
Their standards have fallen way below average, I always fly business class - old aircraft which have not been updated, boarding seems disorganised and quality of food and drinks declined. The lounge in HK now has awful food and service in the air is poor.
Other carriers have far superseeded this decaying brand.

Haven't gone on the flight yet, booked from Colombo to Melbourne on 30/12/19. They cancelled my flight, I didn't know until my brother said he got notice and they didn't contact me personally. I called to complain a week later that 1) I wasn't contacted, 2) They rescheduled originally without my consent on another flight with a 16hr layover, and not the same alternative flight my family was offered for 30/12. Couldn't compensate me for the inconvenience. Why am I paying so much? Not happy Jan.

Edit: further to that, looks like they poorly logged my call. They emailed me 2 weeks after my brother was notified to first tell me my flight was cancelled and asked permission to rebooked. Dude, already did your job.

I have been flying with cathy Pacific a lot previously as the airline was A class.
But lately I have noticed the changes which is sad that the change is from A to C class.
Recent flight from Brisbane to Madrid stopping by Hong Kong was poor experience. The services overall were average. Toilet in business class, the light was not working. The seat mode didn't work. The food was below the average. I am not sure wil km fly with cathy Pacific again.

Used to be such a great airline... fly with them recently, inbound flight connecting flight was cancelled and outbound flight was delayed so I missed my connecting flight... long story short, I spent two nights at HK airport with very little help from them... never again!