Cathay Pacific Airlines Reviews

Their regional business class is terrible in the Boeing 777, it's got 3 seats in the centre, just like economy! Totally uncomfortable. Some of their food is inedible, and the champagne they serve is the cheapest garbage they can buy! No value at all! Their cabin crew are totally demoralised and obviously unmotivated, so why should they try. Cathay was once a great carrier, but the current management has absolutely no idea, to think that they think a fancy campaign with nice words will change anything... They are dreaming, and I suggest they fly other Asian carriers themselves to see why they don't compete.

In the last day I've booked a series of flights and already have run into trouble with their appalling customer service. Nothing has changed since this new promotion Go Beyond has started, in fact their staff are acting a completely the opposite to what their CEO promises in the letter he sent to all Cathay's Marco Polo Members. Is he lying? Well I don't know, but the reality is they are a substandard airline, desperately seeking way to get more money. They are losing money right now and no wonder. They would be better off making sure they live up to their advertising promises of better service, thoughtfulness, and caring etc, than spending money trying to fool the travelling public. Don't waste money with Cathay, they don't deserve loyalty!

Once we landed in the Chennai airport, we got to know that Cathay Pacific Crew will be available at night time and nobody is there to help us. We tried to reach Cathay Pacific Customer Service number and it was busy all the time. Each of the passengers paid nearly Rs 30000 for additional baggage from Chennai to Hyderabad. When I tried to reach out to Customer care they are saying that the problem is due to air traffic controllers, we can't do anything in this situation.

When we called the customer service they said: "the policy is only for US, there is nothing we can do for you" and there is no one we can talk to regarding this. I hope more people will see this and be careful before cancelling ticket, and I will keep trying on different channel until we get a fair response from Cathay since they have been ignoring us.

The staff were totally responsible for the fact that he got so drunk. He stole a bottle of vodka from the drink trolley and champagne from first class!! They had no control and just gave him more and more alcohol. Upon returning I complained and after “thorough” investigation they managed to get totally the wrong facts and accused me of being the one fighting!! I’ve finally had an apology for the incorrect accusation but still no refund for the seat I couldn’t sit in and a disgusting response. There’s a reason why other airlines are rated better. I’m seeing a lawyer.

On arrival to Hong Kong we were significantly delayed during disembarkation of the aircraft. Finally we were informed the equipment was going to be moved to a free standing apron pad where we, the passengers would be bused into the terminal. This whole process took a further hour to complete. At one point the passengers on the bus I had been on sat stationary on the apron with the doors closed without ventilation for a further thirty-minutes. During which time the other several buses all of whom were economy passengers had reached the terminal and had collected their baggage.

Further, I now understand having a priority sticker tag on your baggage means it will arrive last on the conveyor. I paid an extra $1760 CN dollars above economy seat ticket for the privilege of being treated in a manner that would not be considered Business Class Service. I'm requesting a fifty-percent refund on the $1760 CN Dollars as I consider the service was nothing short of appalling. I do welcome anyone with a sense of responsibility for the company to contact me to further discuss these issues.

Jan 1st - We took the flight from Chicago to Hong Kong and again it delayed 39 min to Hong Kong and we missed the connecting flight. This is the worst service from Cathy Pacific. Now they said go to Chennai and then go to Bangalore. Why are they making it so complicated. If they know they can't reach in time they should at least keep the layover time more so that people will not miss it or reach in the time which they promised us.

I am assuming that they are doing this intentionally so that their flights will be full and running all the time. Imagine if it is an emergency situation like (someone badly sick and you can't reach in time to see them). Who will be responsible for this kind of situations? Request for Cathy Pacific Airlines. Please make sure people don't struggle or face difficulties because of your airline issues. There will be sick or old people and small kids so at least consider them and act accordingly.

The flight was also delayed one hour, meaning I would likely miss my connecting flight after. When I asked for some assistance in exiting the plane earlier, retrieving my bags first, in hopes I would make the flight, they basically told me their "on-ground" staff would help me once I arrived and that it wasn't their problem as the connecting flight wasn't with Cathay Pacific.

During the flight, I asked for water 4 times and was dismissed with a "we ran out of bottles," before they ran away down the aisle without even offering me a cup of water. I was traveling alone, with a breastfeeding infant and desperately needed something to drink. I couldn't believe how many times I was dismissed with a "my colleague will help you" and in the end, a fellow passenger who was watching shocked and appalled, went up by herself to get me a cup of water.

When the flight was about to land, I was told in the most condescending tone that I needed to have my daughter belted up and not in a carrier. I had a baby carrier attached to me but she was not in it, it was simply in preparation for the run I needed to do in order to try to make my next flight. I had calmed my daughter down and secured the belt and had her happily watching a movie on my phone. She began to get agitated again when not one, but THREE flight attendants insisted on me lifting up the girl to check the seat belt.

Again, I was the only one with an infant who was being treated like this. When I asked them to please leave us alone, they began loudly snapping at me about flight regulations and safety when I had done absolutely nothing wrong. They saw I had on a carrier (but it was just hanging down my legs and the child was not even in it) and used this as an excuse to again, without my consent, lift my screaming baby up and pull the belt even tighter around her.

Once I left the plane, I had to wait a ridiculous amount of time for my stroller to arrive and of course there was no "on-ground" crew to help me. The staff of Cathay Pacific were absolutely disgusting in their attitudes, service and general character. I felt completely violated and targeted, especially alone with a baby. I received absolutely no assistance with anything, including lifting heavy bags into the overhead compartment. I will never fly with them again and will be telling everyone I know to avoid them at all costs.

Staff didn’t know how to re-book flights and it was as if this was the first delay they ever experienced. Then they rebooked my subsequent flights too close together so I missed my next connections. Did I mention they lost my bag on the way to Bangkok and offered me $90? Great, that’ll replace everything... If your bags show up and the flight leaves on time then great! If delays happen, and they tend to happen often in the airline industry, expect the worst customer service experience of your life. Don’t bother complaining afterwards either. They ignored my formal complaints I made through their website.

I actually reached gate 19 to board CX 846 by 6.15pm in a mere 15mins when I had 20 mins to board my flight CX890. To make the situation worse they gave me and my wife the emergency seat next to the toilet and also the food and refreshment area, just imagine the amount of traffic moving around it was a very sleepless and stressed out 15hr flight. When I reached JFK airport I had to rearrange my transport picking me up from EWR to JFK as they were waiting for me at EWR. Do you ever realize the difficulty in driving into JFK New York? That is why I choose to land at NEWARK. All the above was uncalled for if you thought of customer first.

Timeline of events: (3 adults, 3 elderly and 3 kids aged 6, 8 & 9) 1000 - reach Bangkok airport. 1025 - found the row and check in our luggages. Realised our flight delayed to 1215. I specifically asked the staff what time do I need to be at the gate? The staff said 10 mins before 1215. Since we're still early, I brought my family to go have a quick bite. 1125 - we proceed to clear customs. Wow! What a shock, long queue to clear security and after which stuck at immigration channel because the automated machine system is down. I queued in the priority queue, (which is no difference as it's as slow) witnessing 5 people trying the automated system and all 5 people failed and got stucked in between the gantry! Plus priority queue for people like elderly or with children etc but I was standing behind at least 4 individual adults in priority queue and the customs officer totally ignore the situation and just walked past.

*I know your response to this will be, "Sorry. It's not Cathay Pacific's issue on the system." But it's still alright as I'm still within the '10 minutes before 1215' time frame. 1155 - finally cleared both. Drag my kids and parents to dash to Gate E, which the staff told me it's near. Sorry, it's not! It is at least 500m from the point I cleared customs counter to the gate. Walking full speed 'cause I can't run due to my torn ACL, with my 3 children and my elderly parents (2 of which have heart problem). 1205 - reached the boarding gate, and I'm told, "Sorry sir, you've missed your flight, we've tried to contact you and waited till the last minute for you but sorry."

HELLO!! Don't tell me you have tried your best to wait for me when I don't hear any announcement for last call or any effort to look for 9 persons missing from your flight when I'VE ALREADY CHECKED IN?!? And I’m very sure I don't see anyone holding any board stating last call for our boarding or any announcement. But I could see other last calls while in the queue! What kind of standard is this??? 1209 - All 9 of us have been handed over to a Thai Airway staff to usher us out of immigration! I booked with Cathay Pacific NOT Thai Airway! When I asked what about my luggage? The response, 'Oh, we've offloaded it already, you can collect back from outside the immigration. What a whole load of **! Here you are telling me I've missed my flight 'cause I'm late and there you are saying my luggage is offloaded at 1209. So are you telling me you've predicted me missing the flight?

I'm very perturbed when you are so EFFICIENT in offloading my CHECKED IN luggages but not so EFFICIENT in searching for your 9 missing passengers?? (I've checked in 8 luggages!) 1230 - led out to the Cathay Pacific service counter by the Thai Airway staff, 'anything, you can talk to the Cathay Pacific personnel, not me, can 2 person follow me to collect your luggages? Only 2?!? I've 8 luggages. Who to send? The 3 elderly? My 3 kids? Or the 2 ladies?? While needing to settle my next flight back???? Nevermind. Reached the counter, the only help I gotten from your staff was, "sorry, you missed your flight, next flight is tomorrow morning. Same time but per person is 7620 baht. I think you go see other airline which is cheaper." WTH?!?! You are not helping at all!!!

And it's not my fault, when I followed your 10 mins before 1215 reach the gate, if you decide to close earlier or not bothered to look for your missing 9 passengers. but shouldn't your top 10 ranked airline offer more help?? Where's the STANDARD??? Utter disappointment!! I've to search for another flight back myself ($1750) while taking care of 3 kids and 3 elderly and together we were left stranded and spent 11 HOURS at the airport just because of THIS! I've NEVER missed any flights before as we are very time sensitive as Singaporeans! *We're even aware that at 1100 hrs Thai timing, there's this suspicious parcel outside immigration at Gate 5 that cause a bit of a hooha. And there you are telling me I'm late for my flight and rejected my whole family of 9 pax!

But on 14 Jun, one of your customer relations officer replied me thru email to apologise and state all kinds or REASONS/EXPLANATIONS/EXCUSES all seems to come straight from a template telling me they have done what they could. I'm not convinced a top airline like yours would brush me off just like this.

I'm searching for answers and I want proofs, be it in terms of timing of events your people said that they were looking for us, a group of 9 pax and couldn't find us?!? How is it possible?!? I felt very aggrieved that Cathay Pacific provides this standards. I chose to fly Cathay instead of SQ or any budget airlines 'cause I trusted Cathay. But in the end, it's SQ who helped my family and me back to Singapore!

And shockingly she got absolutely NO assistance. From India, we called Cathay at Hong Kong and we were assured that their staff would meet her at baggage claim and guide her. Still NOBODY showed up. She was too late to catch her connection. She had to lug her own bags and find a Cathay counter and get her LA - Chicago ticket re-issued. She had to wait over 4 hours for the flight. At the end of the journey, what was a planned 22 hour journey had become a 48 hour nightmare. What compounds the hassle was that shockingly Cathay did not have a phone line that works during non-working hours in India. We had to call Hong Kong for clarifications and resolutions. After the ordeal I escalated the issues and complained to Cathay. After two months of investigation, they admitted their lapses. And offered a compensation of $300 (USD).

We filled in the forms with our bank details and sent it to them. They had promised that the compensation would be paid within 4 weeks. It is now over 10 weeks and Cathay had not paid the compensation or even contacted us to let us know what was happening. This airline is the absolute pits as far as reliability if considered. I was also able to find that this failure to provide requested airport assistance happens often with this airline. And they promise compensation and JUST DO NOT pay. They simply con you. I am exploring legal action against them since I have written admission to their lapses.

While we were walking towards Transfer, I passed 2 of the attendants from our flight. As much as I should not have, I told the girl, "bad flight, bad service" and on top of everything else, we would miss our connection. I was just venting. The guy walking with her replied to me, "Like we care", with her following with,"You are a piece of **". Not believing what I just heard, I looked at her nameplate, which she covered with her hand and told me, "it does not matter what my name is - you can do nothing about it." Suit will be filed. No matter what I said to her, as a customer facing agent, her job was to diffuse, not to fuel.

Below is a very strong evidence of a video where one of the members from Cathay has bought an elderly person in a golf cart and asking him to go inside security checkpoint without any assistance. When the passenger denied walking by himself due to his sickness the member responds arrogantly that he is too busy to walk him through or get him a wheelchair. After the fierce conversation he still denies getting him help and returns him back to the check-in point. Paranoid with the situation I went to speak to a crew member named Ella and explained her entire scenario of what had happened and she responds stating that they might have had a lot of elderly persons in which case they cannot accompany everyone. Never would choose Cathay again and they should be ashamed of giving such services and treating elders in such manner.

That is acceptable for Sydney - Hong Kong, despite being checked in 3 hours prior, but to not be catered for on the Hong Kong to Madrid travels, having 12 hours from the time of check in to leaving Hong Kong is very poor. It makes me question Cathay Pacific's safety procedures given the plane was approved with no defects and safe for flight by their staff, and no one was aware that one of the seats on the plane was totally nonoperational and broken. What other potential safety issues are there? Communication has been sent to Cathay Pacific who offered $100 US as compensation. This is not only insulting, it is far from satisfactory.

To date there is yet to be a response from Cathay Pacific to resolve the matter, some month after the initial communication was sent to Cathay Pacific. This level of customer service is appalling and given Cathay Pacific wrote in the response to the initial complaint "We endeavour to ensure that our passengers enjoy a relaxed and comfortable journey when they travel with us. To this end, periodic maintenance checks are carried out to ensure that in-flight equipment functions smoothly. I am sorry to learn of the difficulties you faced with your seat on board". Periodic maintenance check? Seriously, I hope that they perform more than periodic maintenance checks on the important equipment within the plane. Cathay Reference: **.

Again it was good 30 minutes and no one care to give water, after which the I saw him rolling with the cart for service in the E/Y on the port side. This time I again asked him for water, and he told me that he will give me later and just pushed the cart and walked away. The water was at last offered to me by the lady conducting service on the starboard side and I brought the experience to her notice then and there itself. But there was no apology or service recovery. I paid almost $500 USD for one trip, but it was too difficult for your staff to give me fair and just treatment. On top of that the ground staff supervisor at the transit desk area was too rude while issuing me boarding pass.

I had asked in a very subtle manner that why is my checked in bag from DEL-HKG too difficult for CX to transfer to AKL, that too not to her but other staff, however she meddled in the conversation and spoke in an intimidating and angry tone, which when I realised her that she need not educate me as to how the aviation works as I have a very good experience with aviation industry of more than 10 years. My fellow passengers saw me taking medicines as soon as I was offered water. What if due to the negligence of your crew behaviour I had experience disastrous health complications. The icing on the cake was NO SERVICE RECOVERY and NO APOLOGY from any members of the crew.

If this is how the 5th best airline of the world operate then I guess we are at very safe hands 40,000 feet above. I shall share my experience in Twitter too for the world to know how Cathay Pacific treat their guests. I do not remember my seat number which was in Economy Section, however with my full name as I have mentioned below it shouldn’t be too difficult for you to take out my detail. I can be reached at **.

So they cancelled the flight, insult to irony, that flight was delayed a hour and 50 minutes before departure, which would have put us into HKG so late no other transportation options existed save for a VERY VERY EXPENSIVE TAXI FARE to our hotel. I'm not sure we could have even kept our reservation arriving that late had we been able to take that flight. SO AFTER WE WAITED THRU THE HOLIDAY WEEKEND and after even more stress completed our required customs class, we booked our flight.

IT COST US EACH 150 USD for CANCELLATION PLUS 68 USD for a total of an additional 436 USD in addition to the original 490 USD paid for a COACH FLIGHT OF 2500 Miles, THATS 926 USD for a Coach Flight. I have complained and attempted to get both a refund and the AsiaAir Miles their own site says Im eligible to get, despite being told by Customer Service my ticket class was ineligible to get air miles. Never mind their own website was a joke, it worked about 10% of the time and then only partially.

Handicapped services were hit or miss. I did get a wheel chair coming into CEB but going out, HKG nothing. I have difficulty racing from one end of a terminal to the other and walking long distances. Pain and cramping spasm is not a good thing to deal from hiking so far in a terminal with when facing a 16+ hour flight from HKG to USA, All I have received from Cathay customer service is professional apologies but NO ACTIONS OR REFUNDS, Not even my earned AirMiles they say im not eligible for. CRIMINALS are what they are. Do not trust them to have ANY INTEGRITY in their actions. DOCUMENT AND PRINT AND SCREEN SAVE EVERYTHING. They will deny you what they published to give you. WIRE FRAUD is what that is, even when furnished with a screen shot of their own site page and highlighting the actual tickets codes ( eligible for Miles ) they still deny air miles and REFUNDS

Reply was received as follows: "Please reach out to our Asia Miles Team at a toll-free number 0800 99 0647 to confirm the upgrade." I then phoned Asia Miles to do the upgrade telephonically only to be told that we can no longer have business class upgrade, as tickets are no longer available. We have waited for a very long time to be able to upgrade and we were unable to do the upgrade straight away due to no fault of ours. Now we are stuck with the very expensive tickets and without the upgrade. We then requested a full refund (on the morning of the 13 June which was not even 24 hours from purchasing the tickets) and we are now told that we must pay cancellation fee.

We did not do anything wrong and Asia Miles system mislead us to believe that we will be able to upgrade and we therefore do not accept that we must pay a cancellation fee. Please can we have a full refund back so we can purchase tickets through another airline. The whole experience has been a time consuming & unpleasant all around. We have used Cathay Pacific on many occasions and never had such a terrible experience. SHOCKING...

If you see the ticket for the baggage specifications, this information is provided by Cathay Pacific airlines clearly. The ticket does not say that the combined weight of laptop bag and carry-on baggage should not exceed 15 lbs. This does not mean I stuffed my laptop bag with overweight sweetmeats and other heavy items. What I had in my bag is laptop (Mac), laptop charger, earphones, some travel documents and a book (pictures included). These are standard items I carry on every flight I take nothing extraordinary.

I was never asked to weigh my laptop and the check-in bag together in my 17 years of flying. This time it was different with Cathay Pacific flight from Kolkata to Hong Kong. The staff of Cathay Pacific consider themselves nothing less than a gazette government official at the check in. They asked me to put the laptop bag and the carry-on together on the scale and obviously, it weighed more than the 15 lbs carry-on limit. So, I complained to the supervisor, who said he would not issue the boarding pass if I did not reduce the weight or pay the overage. I refused to budge so he made me wait till all the passengers were checked in. He said he can help me only if I would help him (You might not understand how I could help him). I wanted them to go on record so I pulled up my phone camera and started recording and the supervisor did not like the idea of my filming the entire episode.

When push comes to shove, you must swallow the bitter pill. Since I had to join the job I decided to take the flight. The supervisor made me take out the book and other items, put the items in the check-in and made me pay for 2 kg overage charges for $100. I felt I was cheated even though I could easily afford the amount. I wish that I could weigh 2 kgs more and probably Cathay Pacific would not charge me this extra amount but still waste fuel carrying my weight from Kolkata to Hong Kong. If Cathay Pacific is looking at this article and wants to improve on their customer service and loyalty, then it should take appropriate steps to either have a coherent policy of baggage specially if you are traveling to and fro. If not charge $50 extra per ticket and not complain about the overage of the laptop bag. I am totally fine with that. What is unacceptable that Cathay Pacific insult the passenger just because of extra book and charger he/she is carrying.

Consider that I am a rogue passenger and complaining but how about the lady on the same flight who has 1 year baby and she was also complaining about Cathay being inconsiderate for her request. For sure, Cathay Pacific has lost me as a customer, I would rather fly by other airlines who treat the customers with some respect and not as herd of sheep. I am so disappointed with the attitude of Cathay Pacific officials in Kolkata, shame on you guys.

There were 2 Cathay ground personnel there and 4 or 5 wheelchair attendants who were contractors from a company called Worldwide Flight Services. The 2 Cathay ground crew seemed to have no control over who was doing what. Of course we told both of these people our concern about the time and asked if they had alerted the boarding gate. The female ground crew member said yes. These 2 ground crew were yelling at the attendants who seemed to ignore them. 3 times I was told to get into a wheelchair and 3 times I was told to wait. Finally I was loaded into a wheelchair along with 3 other Canadians 2 of whom required wheelchairs. The ground crew seemed to be completely indifferent to the shortage of time and we wasted about 20 minutes here. We arrived at gate 501 before 8 but the gate was closed and they would not let us on the plane, THE PLANE LEFT AT 0810.

The Dragon Air man who appeared to be in charge (Mike) told us he had tried to contact the Cathay ground crew several times but either no one answered or they hung up. About 1 hour later some Cathay personnel showed up at the gate and then all 5 of us were wheeled down to the arrivals area to try to get an alternative flight. At about 1045 we got our new flight on Brunei Air to Bandar Seri Begawan and then on to BKI. We were given about 2 hours in the Cathay lounge and eventually arrived in BKI around 8 PM 9 hours late and exhausted. Summary. This whole mess was caused by failure on the part of the Cathay air and ground crew. Here are my specific concerns:

5. No offer to compensate the 5 of us for our misery. 2 hours in the lounge doesn't cut it.

I look forward to a response from Cathay Senior Management.

When I reach Singapore I have checked my baggage, the baggage information service took 15 mins to get the update and I was informed that my baggage was missing in Hong Kong itself and I need to collect my baggage in Chennai. Due to the baggage inquiry I could not onboard to Chennai flight. I have approached to the Cathay Pacific service desk for my baggage query and the subsequent flight missing incident.

The service desk people told that my baggage is sent to Chennai with the flight which I have missed to onboard. Within 10 mins they told that the baggage is missing in Hong Kong and after 10 mins they told that the baggage is received in Singapore and will be onboard the baggage along with me in the JET Airlines(rescheduled travel).

After reached Chennai after 13 hrs delay, I came to know that the baggage is missing in Hong Kong itself. I got frustrated due to the information that they have provided me on frequently changed information on my baggage and also I was tired of travelling more than 36 hrs with layover time. I made register an compliant at JET Airways about my missing baggage. Till now I wasn't provide the information in either email or mobile or any other communication about the status of my baggage.

I really don't know who did the mistakes and where is baggage now. I have faced problems because of mishandling baggage in transit and moreover I wasn't provide correct information for my baggage status. Very very very worst Cathay Pacific customer service desk, whenever I tried to reach them there will be at least 15 min waiting time even I have tried as a first caller to the help desk. Even though I have connected to them they didn't update me the status, instead they rerouted me to other channel which is not a valid one. I have lost my hope for the baggage status. Is it happening because I have travelled with "Economic Class"?

After a couple days, what I received was an extremely useless and meaningless response as following: "Hi Christopher, Would please check availability & fare of all your possible options through our website: www.cathaypacific.com. You may advise us date/flight which you need to book after making decision." Wow, what a useful response from so-called professional team to handle consumer. What make me feel confused and uncomfortable is that in the response email from the SME team, there is a slogan "SME Corp Team is always devoted to offer satisfactory and impeccable service. We cherish each chance we can serve you and thankful to you for the faithful support." Is your team really mean it or it is simply trying to say something nice? I just found that extremely ironic. I don't need to wait for two days to get such BS response.

If I could do that via the website, what is the core values of such SME team to consumers/members? Should this team be dissolved and finding real task to work on? On the 3rd day, I had received a call from their office trying to explain the situation. To me, those are quite nonsense. The lady explained to me that they had quite a bit of emails to handle last few days. Well, that is not my problem and that should be the concern being raised to their management. She also explained to me that the date I inquired has no availability. Well, does the response actually inform me on that? NO, NO, NO. From what I am seeing is that the staff don't even bother to work with the case.

Now, the lady is trying to sell me something for small business account and try to get them get everything from the portal offered for small business account. In other words, what they are saying is "you guys should deal with that yourself, good luck". Nice try, Cathay Pacific. Good luck in keeping your long time members around. BTW, there should be an option of giving out NO STAR in customer service and value. I am being forced to give them one star, which is way far from how bad it could be.

The Cathay Pacific flight delay actually brought us closer to the typhoon. It was not raining and the weather was good at the scheduled landing time but was raining at our actual landing time. We have a home in Paranaque, 3.3 kilometers from the airport runway. Cathay Pacific's non-weather related delay caused us to miss Christmas with our children. At the airport in Hong Kong, the Cathay Pacific staff told that the airline does not keep a copy of passengers' rights at the counter, as required and also told us that they had no phone number or any way to contact a Cathay Pacific manager. Additionally, for medical reasons, I qualify for pre-boarding. I showed my US Government issued disability document and was told that I could pre-board, but the first class passengers were announced before me. I was treated rudely by the boarding personnel.

I appreciate the fact that the lounges in Hong Kong are very nice and appreciated by most. As soon as you leave Hong Kong it's a different story. What do Cathay offer that is better than any other major airline? It's hard to come up with anything worth mentioning. Over the past 2-3 years I have started to use Turkish, Emirates, SAS & BA a lot more and finding really great value for money. A lot less expensive but the service is the same or better than Cathay.

As you get older you get wiser. I can not begin to tell you the number of times in the past that I have chosen Cathay purely to retain my status. You, unfortunately, get conned by the strive to maintain your status. You will book silly flights and make silly trips just to maintain your Diamond status. I did. I now realize that instead of spending money on flying Cathay, I find a nice bar at an airport, have the finest Champagne and realize that I am saving money. Before boarding an equally good airline with a flight crew that seem to care. I read through the About Us for the Marco Polo Club and wanted to lend my helping hand in making the website more accurate.

SUGGESTED NEW VERSION: Marco Polo Club is the loyalty deadbeat programme of Cathay Pacific and Cathay Dragon that is designed to benefit Cathay Pacific/Dragon and will reward some customers, preferably Business Class travellers, during a specified time period with pretty futile benefits and services that may or may not enhance their travel experience. The service and terms may be amended at any given time by the deadbeat programme manager.

There are four tiers in the club: Green, Silver, Gold, and Diamond and each offers its members a range of so called benefits, that may be amended when required, that, may or may not, make every journey something to look forward to... but definitely not if you are the unlucky one that has to travel from Shanghai. Your tier is only valid for one calendar year and the way your miles/points are calculated is very complicated and Cathay Pacific/Dragon is not able to explain how we have come up with this way of calculating the points you earn... but it works for us? Welcome to the Marco Polo Club! (for a token fee of US$50).

So at the last minute, I had to find a dog sitter as I had to go on my flight since it is a very important one before I see my family - whom I have not seen for years. When I got to my destination, I found out that my intended dog sitter bailed on me. So now, while in a foreign country, I find out that the well being of my dog is in question! An event that would NOT have happened have I given enough time and ALTERNATIVES. I have to reschedule my flight back in a few days just to fix everything. This was to be a permanent move. Now, I do NOT know how to proceed in THIS aspect of my relocation.

There were NO alternatives offered by your staff. Now, I have the hassle, and problems facing me because your staff did not give me anything other than an "I have to leave already coz I'm off" and no one was answering the phone when I phoned back! The hassle that I went through to get all the preparations done, all the TIME SENSITIVE papers I have vehemently accomplished for my dog. The hassle I am putting on a few people - who all know what happened, back in Edmonton. The costs for me to rebook everything, from flights to hotels to rentals, not to mention the fees I paid for my dog to get everything ready in time. I expected better. We expected better considering your reputation as an airline company.

This whole ordeal is mentally, physically and financially STRAINING. It's frustrating, and it's disappointing. I have NEVER encountered such poor customer service from a GLOBAL company. I hope you will fix your system, and most importantly, TRAIN your staff better. Bad staff and bad system is poor marketing. It sets back the millions you spend on advertising, and it drags the company's name into the dirt, along with the work of some of the good people working there.

I was like WTF. I flew with Cathay Pacific ever since I was 5 years old and my family members have been loyal customers for more than a decade. This is how you treat your customer?! I called the USA customer service and I'm not going to lie, the girl who picked up the phone call is very rude and obviously doesn't put the customers first. Cathay Pacific's customer service in Asia is absolute class. They're so respectful, kind, etc. This girl I just called (British accent) is rude. Yes she answered my questions, but with little respect. She didn't have to ask me to shut up and listen to her, simply she could maybe listen to my new question and answer according to my new question about business class luggage cost. I don't care about the economy luggage cost. I wish I could rate that call.