Cathay Pacific Airlines Reviews

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.

At the time I asked for a refund and calling Twice thereafter I was informed by Reservations at Cathay pacific UK who spoke to the refunds department that My recently used New bank card at Nationwide would be the card this £780.90 refund would be sent to, indeed they give the correct last Four Digits and Correct expiry dates of my New Bank card!

After this refund was made on the 27th April 2016 I was left to phone around wondering where my money had gone to, Phoning my new Bank and Cathay Pacific several times. Finally Cathay Pacific Reservations said the refunds department had sent my refund to my Old Closed HSBC account Not what I was informed twice before by them, and I should call the bank myself and ask for a Cheque to be sent to me, Literally washing their hands of it!

HSBC did not wish to know telling me it's up to Cathay pacific "They sent the funds!" was all they said and I had to wait over 30 Minutes in a phone line to hear that! MORE EXPENSE! Cathay pacific were contact several times by phone since with this update and asked where my refund of £780:90 was, and finally You're VERY slow to respond to emails and phone calls 'UK Cathay Pacific Refunds department' actually called me (7th May 2016) while I was left to again contact my Old closed bank at HSBC. HSBC said Cathay pacific should contact them and ask for a "Payment Raise" (a Search for funds). I had to contact Cathay Pacific UK Refunds Via your UK Reservations to explain this again.

I was informed finally on Friday 6th May 2016 by Your Cathay Pacific Refunds department who still had No Idea where my Refund of £780.90 had gone, they may know more by next week she said apathetically? Several expensive Phone calls later to all concerned, Including Cathay pacific UK Reservations, Refunds, HSBC, CAA, Financial Ombudsman etc, etc I still have NO Idea when I will get my £780.90 Refund and this whole appalling Unprofessional Treatment has left me Financially in difficulties, with Huge phone costs and extreme upset that has led to ill health due to the Burden of Phone calls, Time & energy attempting to resolve this mess and distress unnecessarily created by Cathay Pacific UK Refunds Department etc.

I am Utterly appalled at the way I have been treated as a Loyal Cathay pacific customer who thought Cathay pacific was Better and more professional than this? Still My Refund of £780.90 is nowhere in Sight. I have made a complaint To the CAA and will be pursuing this vigorously I will be reviewing my Experiences in Consumer Reviews across the globe and contacting BBC Watchdog to name but only a few. I am seeking compensation for the costs incurred etc and a Full refund. This is Disgraceful the way I have been treated and I am horrified at the deliberate Indifference of all concerned at Cathay pacific concerning this Mess. No customer let alone a Regular Loyal Cathay Pacific customer should go through this Unprofessionalism.

I have written to Cathay to complain about this but heard nothing back. I think it is disgraceful that the airline does not do a better job of keeping their seats and cabins clean. These seats probably have people sitting in them for up to 20 hours a day as the plane goes back and forth from HK to New York via Vancouver. The airline is simply failing to take the necessary precautions to properly clean (deep clean) and vacuum the seats and crevices where these bed bugs inhabit. The pillows were not in plastic bags and for all I know were used on the previous leg. I call on all travelers to boycott Cathay Pacific until they can prove to the public that their planes are bed bug free and that they have improved their cleaning and hygiene standards to prevent their customers from being eaten by parasites. Unless they are very nice to me(!!!) I will now use only Air Canada who flies the same route.

I asked her about the gate number as the flight was about to leave in an hour. She said it was too early to tell and I would need to speak to DragonAir (literally sitting next to her). Do you have no common sense? Or is it just pure laziness? After asking her several times she finally decided to turn to her right and ask her colleague from DragonAir.

After 2 delays, we are still sitting here at 10:20 pm and no plane in sight. Cathay Pacific and DragonAir (HONG KONG) have incompetent and horrible front desk staff. They don't care about customers, feedback and don't want to take responsibility for anything. Never again. For anyone flying in the EU or USA who have experienced delays go to www.getairhelp.com. Unfortunately doesn't work for us as it only applies to those countries. We should have stuck with our usual - Emirates, Singapore, Qantas, Airasia and Jetstar.

After several push, a small woman known as Rachel ** said, "We have nothing to do with ** Air. You should talk to them, go to 21 floors (?) and to their office, go and talk to them, not us..." I asked her to call instead; she said it is not her problem. I explained about meaning of Airline Alliance. She said, "We are alliance, but it is their problems, not ours etc." What a ** reason to reject a customer? I expressed this directly to her. She threatened to cancel my flight if I do not apology to her and she did.

Several managers came, did not act against her bad behavior, but advised that if I say sorry to her, I would get into the Lounge and get on my flight, because she is a Manager. I was shocked such person could be a Manager. The worst counter staff among all the staff at Cathy Pacific Lounge. I note that there are many web-based complaints about Staff at Cathy Pacific Hong Kong are rude; I certainly add my world worst experience and pointed out the poorest customer services by the manager Rachael **. She (Rachel **) is manipulative, rude and with poorest communication skills. She should be send-off for re-training, or be suspended off her role as a manager. I am a professor in Transport Logistics. Well traveled around the world for over 30 years. Has been worked in Hong Kong in the late 1990's for 5 years. I witness the worsened poor customer service and communication at HK Int'l Airport.

My parents went in through the security and to the gate. We drove back home and 15 hours later received a news from our sister back in INA that was communicating with our parents that got stuck in HK without realizing the boarding pass from HK to INA was not match with their initial tickets booked in INA. Our parents couldn't negotiate much with the CP's CS in HK due to a lack of speaking English. Basically Cathay Pacific has been neglected to inform our parents that the initial schedule couldn't be meet. But instead they cheat and tricked us. We wish to pursue this complaint to a legal action against Cathay Pacific.

When we approached Cathy Pacific after returning from AA, to our surprise they said they have closed the office and they could not assist us in way. After lots of pleading they rerouted through British Airways. They could have consulted us before rerouting but they themselves brought the itinerary and gave us Flight Interruption Manifest, and they left off without even listening to our requests.

When your team doesn't care their guests, why will British Airways listens to us? Again, after lots of discussion they gave us a boarding pass till Mumbai and asked us to take the delivery of our luggage to transfer them to domestic. We reached London Airport at 10 a.m. on 15th July, 2015 and we were just idle in that lounge till 9 p.m. We went to BA office to accommodate us in BA flight to Hyderabad which was scheduled at 3 p.m. but they ignored our request and informed us that there is no Cathy Pacific counter in London. (We are not aware of the fact even today.)

We were taken for a task at Mumbai Airport. When we approached Jet Airlines, they said, "No booking was made by Cathy Pacific and they don't have to honor your Manifest without any reservation." The next alternative they suggested was to buy a domestic ticket for 9600 each which departs at 4 p.m. and have to pay the excess baggage charges of 300 per kg. We got the Indigo flight which departs one hour before Jet Airways and purchased the ticket for 8200 each and paid Rs.13,750 as excess baggage fare. I was under opinion that Jet Airways is also a partner of Cathy Pacific but as we travelled by BA they said we will not be eligible to get miles on our Jet Privilege Card.

In Mumbai we were asked to go to domestic terminal which is again at distance and you should think about our situation after travelling about 45 hours non-stop from Detroit. We also could not buy any duty-free items for our kids as they have to be checked in with excess baggage. As per the original plan, we were supposed to reach Hyderabad by 12-10 midnight of 15th and purchased tickets in Aircosta which departs to Vijayawada on 16th, 9 a.m., and those tickets got wasted and we finally reached Hyderabad at 5 p.m. on 15th July. We took a cab and reached Vijayawada at 1.30 midnight.

In this entire episode, if at all we did any mistake, that was buying the ticket from Cathy Pacific Airways. It is the mistake from Cathy Pacific to keep a very small time gap at Hong Kong to Hyderabad connection. During our onward journey to Chicago from Hong Kong on 29th June also our flight was delayed by more than one hour and we could not recognise the impact on that day.

After waiting for about 5 minutes he was trying to give some excuses about my ticket not being booked correctly but all this while he was very evasive. When I persisted with my query and my eligibility as per international rules politely he became rude and agitated and tried to become confrontationist. I was appalled by his behavior and made a quiet exit without resolving my issue. It was a sad experience despite spending on business class travel when at the counter a manager level person with good experience behaves in such a shabby manner. Sad state of affairs indeed.

Thanks to Cathay Pacific, we didn't get the luggage after THREE DAYS. We had nothing to changed, worst is all our MEDICATION is in the luggage. My husband need his daily. We not happy at all. When we fit back, SAME THING to the other passages too. As far as I concern, Cathy Pacific just don't care the customer have the luggage with them or not. I mean if you know the luggage is not in the plant, why tell LIE? I will never fly with Cathy Pacific any more. I wrote to your office and complained before, still waiting for the answer. I think like your guide line say. I am fair and honest, and have right to complain.

I had called one of the cabin crew to express my frustration. But she said extra legroom seat was only guaranteeing for the space in front of the leg, she cannot help for removing the brochures or getting the storage space then she left. Thus that I had to put my bag on my lap or beside my leg, but all along the journey, none of the cabin crew care of my situation. Until the period landing to SF airport, one staff coming to me and accused me that I should not put my bag beside my leg to against the rule. I feel really disappointed and unhappy by spending extra money to buy such a special seat, so I sent my feedback to CX to express my feeling. However the reply from the Supervisor (Dan **) of Cathay Pacific Customer Relation Dept pointed out that extra legroom seats "offer more legroom than other seats in the economy cabin. However, the space and comfort around these seats depend on the aircraft configuration".

Since I have also bought a extra legroom seat for my return journey, I asked CX to ensure the same thing will not happen again by cancel my extra legroom seat or change the seat number, but CX refused me both requests. Well, HK $700 is not that muc. The point is the principle. I take a very good lesson from Cathay Pacific!

At the beginning, a female staff was quite helpful until the male staff (at the middle of the photo) said they won't take any responsibility on the issue since my connection flight was not operated by Dragon Air/Cathay Pacific. I was told I can book another flight and then "try to claim the expenses back" from their customer relation center on their website. I went through every corner of their website but could not find such an option. All major airlines would give customer compensation due to delay caused by technical issues of flight. However, Dragon Air/Cathay Pacific didn't mention a single word of compensation during the whole waiting and flying period. The only "compensation" was just a $10 food court voucher at the airport.

The Cathay assistant tells me that the newly formed line is actually the new transit line and I have to join the back of that one (SERIOUSLY!!!). Ok, so I do. 30 minutes pass and the original queue I was in starts to deal with the remaining Chinese passengers who are due to transit (are you kidding me?). 30 minutes later at about 11:30 am, we get told the plane is kaput and we all have to go back to the check in desks... near 300 of us march down to the check in desk. Great I'm 15th in the queue. After 60-75 minutes of being told nothing at all people start to get restless... call goes out for any Hong Kong passengers to get into a separate line. They get put on a flight instead of those who are due to transit from Hong Kong, what??? One American guy next to me had to transit from Hong Kong to Okinawa to get on a cruise and had little time to spare.

NO, you'll have to wait for a Hong Kong national who's only transit will be HK airport to taxi to bed... common sense? Yeah, if you're a complete moron. By this time I've went from being 15th in the queue of over 250 passengers to middle as the Chinese have swarmed the desks and it seems that queuing doesn't apply to them as the Cathay staff have started to serve them. When I brought this to the attention of a Cathay staff member her response was "it's Asian culture". As I'm standing next to my THAI wife and a family of MALAYSIANS who have also been pushed to the middle of the queue (GET A GLOBE MS CATHAY PACIFIC and see where those nations are on it). Anyway the next 3 hrs we spent standing around being ignored, lied to and generally treat with as much disdain as the incompetent Cathay staff could muster for us NON Chinese/Hong Kong nationals.

It was my first and will certainly be my last Cathay Pacific journey. The staff are incompetent, poorly motivated, badly organized and quite frankly, I'll say it... if it becomes between you and someone from HK or China then forget about it, you're losing. If I was given the option of flying with Cathay Pathetic (not a typo) or going to the dentist to get unnecessary root canals with no anesthetic then... "tilt your head back and say aghhh".

A few days later when I was making my trip back to Hong Kong, I was at the counter checking in and received my boarding pass. I asked the counter crew if I can get a partial refund for my friend's ticket because I remember when I was booking the ticket it say that if the ticket was completely unused, they would be able to refund around half the fare. The counter crew then made some calls and retrieved my luggage (it was sent off on the luggage belt) and he told me that I couldn't use my original ticket because policy says that I will have to travel with my friend in order to use my ticket and that I will have to pay for a whole new ticket.

I then explained to him that my friend never left Hong Kong, I did pay for two tickets and even though she didn't come, couldn't I still use my original ticket? He then said that the Hong Kong crew didn't realize that and never should have let me used my original ticket. I then had to purchase a new ticket but I had to take a much later flight even though I still had plenty of time to catch my original flight. I asked why I wasn't able to go on my original flight even though I already paid for a new ticket. And he just said that I couldn't use my original ticket. I asked him "So you are going to send a flight with empty seats away and make me take a later flight? Are you listening to how ridiculous you sound?" And he said "Yes but that's the only thing you can do." There goes my last trip with Cathay. Now I see the reason why it keeps slipping down the airline chart.

I called the supervisor and talked to him. The supervisor told me that they are not trained to babysit kids. I was so shocked when he told me that. You don't need a training. You just need a common sense. If she was just watching over my 2 kids and staying near the chair that is not going to happen. Our vacation was put on hold due to we need to go to the doctor immediately. I could not sleep for 3 days. It was so stressful.

48 hours before the flight my online check went smoothly until I got the screen where you choose your seats. They were all booked up. Completely. Tried repeatedly, searched the site for info (none), waited for the call centre to open - rang them and was told 'Your fare doesn't allow ANY online check-in for ANY of your flights on this trip. You need to wait til you get to the airport to get a seat assignment from the seats that are left.'

What fresh hell is this? Why would any airline want dozens of people (there were at least 20 in the same boat on this plane, she said) going through this hassle, calling up, wondering what is going on, instead of letting them book?? It's a 6.30 a.m. flight from a small airport - I was planning on arriving at 5.15 due to the 29 hour trip ahead of me, now I have to be there at least at 4.30 a.m. to try and get a seat that isn't in the middle of a row... have never seen this before and won't be doing it again!

After 6 months of complaining and waiting I was finally offered compensation knowing that we were all given the details on leaving the plan to make a claim and we followed the procedure as per their info. I was surprised of the delays. However the compensation came in a form of Cathay Pacific vouchers which I have nowhere to use. Been chasing since to have them changed but have had no reply.

They have a one year life and are now coming to expire and still have no idea of how or where I can use them. No response from the company still. So all wasted!! Never again will we use Cathay Pacific. Never recommend them - their compensation is wasted too as they don't mean to give it to us otherwise they would have given us an option on the form of compensation we would like. Not happy in any way. Will be very surprised if they answer/reply to this! Curse them!

They would be happy to sell me another ticket but would not redeem me any of my points. They offered to put me on a waiting list for 38 days. Just leave you hanging. This is the worst mileage redemption program I have ever encountered. The level of complexity, excuses, all very lame at best do nothing to satisfy the loyalty they profess to offer me as a customer.

They are Quick to take your money but don't try to redeem your points, they make it so difficult. Like a previous writer, I should really reconsider my business relationship with Cathay. If they would simply redeem the points when asked for, they truly would be a great airline. Cheap, petty and problematic, not to mention inconsiderate of their customers loyalty to them. I'm sick of it.

I was rushed to the local hospital and I was accompanied by one of their employees and initially they only wanted to do X-ray but I requested for a head CT scan being a former medical student that I am. I was in so much pain and having a hard time walking but was discharged anyway to take the flight to JFK from Hong Kong. The impression on the medical certificate was minor head injury, neck injury and lower back injury, but the pain intensity scale escalated to 6/10 even after receiving Tramadol IM on my gluteal muscle for the pain.

When I got to the US I was in so much pain and my brother who is also in medical field called the office of Cathay to ask for assistance regarding the situation because I was in terrible pain and can hardly move my neck. But the staff of Cathay in the US said they cannot do anything about it because it happened in Hong Kong. This is a civil liability of the airline and complaint or request for assistance can be filed in any jurisdiction where Cathay Pacific has operations. It is a clear manifestation of airline and employees negligence because first and foremost carriers should adhere to a high standard of their care for their passengers governed by Federal Aviation Administration. The overhead bins should be checked and secured to ensure that it does not open when the aircraft is in motion, more so to cause injury to its passengers.

As a commercial airline, Cathay should exercise vigilance in all aspects of aviation including maintenance, operation, inspection and loading baggages in the overhead bins. I hope they made an incident report on this because I am determined to take legal actions about the injury I sustained due to the airline's negligence. Cathay Pacific does not seem to care about my condition. So I guess it's better to let the injury lawyers handle this matter.

I never was allowed to change to an earlier flight despite having qualifying airfare and there were many seats available during the several earlier flights to Manila. I flew to Manila and they still had not found my last piece of baggage. They found it 10 days after I arrived and the military grade baggage trunk was destroyed along with many items stolen from inside of it. My limited edition Jeep luggage set was also damaged on this flight. I have filed several claims for the stolen items and have only been ignored by the Manila office and the Hong Kong office just refers me to Manila without even reading my complaint. They never paid me any compensation at all for the theft of over $1600.00 US Dollars of my stuff nor have they ever paid any compensation for delayed baggage.

This is the worst airlines I have ever seen and I encourage everyone to file complaints against them and email their complaints office and file complaints with civil aviation authorities. When an airlines has such a bad reputation for lost and stolen luggage it shows a serious security risk on their flights.

The crew removed him. (Later I found out, they only moved him to the row behind me!! Thus he was able to continue harassing me during my sleep! Speaking of bad judgment and lack of safety training) and told me I could return to my seat. After I fell asleep, I felt someone touching me, I opened my eyes, and this man was standing in the row behind me, staring at me. I immediately got up and ran to the back of the cabin to alert the crew what had happened. This is when they told me that this man has been drunk and had already harassed another lady, and the husband of the lady was going to get into a physical fight with him. They then proceeded to give him a warning.

What follows was chaos. I finally was moved to a different area of the plane. Even though I was shocked at what happened to me, I was most horrified at how the Cathay crew handled the entire situation. They put a drunk man next to a single female passenger, even though there were many empty seats available throughout the plane, ignoring my safety. They lied when I inquired why this man was placed next to me, thus I was never given a chance for to protect myself. Among the chaos, it took them at least 40 minutes to find a new seat for me, even though there were plenty of empty seats throughout the flight. My personal belonging that was place under the seat in front of me was never retrieved and never turned in even after we landed

This was a situation that could have happened on any airline, and granted, its a very simple flight security threat. But because of the ignorance and bad judgment of the Cathay crew, it reflects how poorly they are trained when facing a possible security threat during flight. In a day and age when air travel security is such a fragile topic, my most horrific find is how Cathay handled this situation after I have landed and reported this to Cathay (Btw, the only way to report this was to submit a message on their website, no phone operator would transfer me). All they did was have someone named Prajwal ** write me an email and saying they are sorry for my disappointing experience and a Cathay voucher of $100 will be mailed to you in 3-4 weeks.

First of all, I am so emotionally distraught by the way the crew handled this situation, I will not choose to take Cathay ever again, so the $100 voucher is meaningless and useless. For the past years, I have been flying First Class with Cathay, and had been rating Cathay as one of the best airlines. This time I choose Economy and I am quite glad I did. Because a security breach in Economy could affect the lives of the entire flight. I would warn anyone who is considering taking Cathay to think twice: You are putting your lives in the hands of these crewmembers when you are traveling in mid air. More than anything, you want to be sure that you and your family's safety is the crew's top concern. Do not take Cathay until they are ready to take flight security seriously.

As I left the flight I took my travel bag from the overhead compartment but my laptop was not in sight. We landed in Hong Kong at 8:20 PM. I reached immigration at 8:40 PM when I realized my laptop was not with me. I went to the Cathay Pacific counter directly as immigration showed me the way. I informed them at 8:45PM about my misplaced laptop and the Cathay Pacific attendant went to the plane to search for it. By 9 PM the attendant said she searched everywhere and labeled my laptop missing. She stated by the time she reached the airplane there were no crew present just cleaners.

Please note all crew members on both business and economy class were present when I exited the aircraft. I understand it is airline regulation to check all overhead compartments before they leave the airline and hand it off to cleaning. However, as investigated over email - the crew members said they did not as it was a late flight and they were getting delayed. After much discussion and outlining the desperate need for my laptop for my business meeting early the following morning, the airline stated there was not much they could do as they could not get in touch with the crew members of the airline and would contact me the following day.

The following day, I received no calls. Upon my calling I was relayed the conversation above re the placement in the overhead compartment and the failure to check left baggage before descent via email with said crew member. At the HK Airport, on my flight back, ground service was very helpful particularly Mr **. They agreed it was not necessary for the crew member to man handle my property in the first place and could have easily asked me to place it in a more secure position. Similarly, if it is the crew member who took it off me - it was their responsibility to give it back. However, despite verbal agreement on place of blame I have yet to receive any news regarding my case. My flight back to Jakarta was worse in terms of amenities. The business class seats were no better than economy premium and meals were a disappointment. It is safe to say I will not be traveling Cathay Pacific again.

The handling of this situation was very poor. Passengers were not given any information for many hours, staff were rude and even laughed at us and our situation. People were not put into the business lounge until several hours of waiting, and even then we were not told any information about what was happening. The Cathay Pacific rep in Moscow was unhelpful and actually left me and a handful of other passengers after she had secured the majority of passengers other flights. In fact she chose to ignore me as I actually booked this flight through a partner airline with OneWorld, and she told me that the other airline was responsible for getting me on another flight. In my opinion Cathay Pacific should have dealt with me, as it was their aircraft that did not fly and resulted in my hellish experience. I felt really let down by the "World's best airline" according to Skytrax. The situation was handled poorly and there was no real apology from the airline.

In the end I was not even put on a flight to Hong Kong but to Bangkok with Thai Airways, and then from Bangkok to Hong Kong. I was waiting in Moscow DME 25 hours before I even knew I was going to be on the flight to Bangkok, and overall I was delayed by 30 hours in reaching Hong Kong. In response to this Cathay Pacific have not offered me a refund but £90 flight vouchers for a flight that cost me well over £300. I think this is very poor and I would love to know about things I could do. I feel they are not treating me like a human being but just another cost, and ignoring my rights entirely.

When she arrived in Hong Kong, again there was no one to help with the bag although she couldn't even lift her hand. One fellow passenger helped bring the bag down and she was asked to wheel it herself to the next gate. The flight to blr required her to climb the stairs to the aircraft as the bridge wasn't available. Again she was asked very rudely to pick the bag and walk up the stairs! She saw the same treatment to another fellow passenger who also asked for help. Ridiculous and unacceptable. I intend to find a way to sue this company for the health issues they created.

The problem started on August 29, 2014 when my sister tried to board from Dhaka. She was told that there is no verification in the system and she cannot board. She immediately contacted me. I tried to contact the hot-line of Cathay and I was told to go again to the airport to verify. They told that they did not find any record of any verification. I had to rush 70 miles from Santa Rosa to San Francisco airport. I had to leave my office without notifying my manager in work, since I did not have any time. I barely made to the airport and verified the card.

After some time, my sister was able to board but she had to wait for two hours and was almost on the verge of missing the flight. When I asked about why the verification was not in the system, both the lady and her Manager (name tag - Jett ** - might be Jeff, I was very tensed then!!) tried to tell me that there was no one on August 9th as far as they remember came to verify card. In effect, the sense of their talk is that I was trying to lie and it was totally my fault. I tried to express my frustration. Still they did not seem to be sympathetic at all. At least they could have told me a sorry. They only told me that when I mentioned that to them.

The truth is I was in the airport on Aug 9th to verify my card. I gave the card and they verified it. I have one friend who dropped me at the airport, so it can be verified. Somehow it was the lady's negligence that caused it not to go through the system. She did not even bothered to verify whether it actually went into the system or not. The more disappointing part is that the behavior they did with me when I had to go again to the airport rushing like crazy. As a customer, at least I could have got a better behavior.

I am posting this review so that people can be careful about this kind of negligence. Funny thing is when I checked different online forum for airline review, I found that Cathay has good ratings in Safety and other stuff but the worst rating in "Customer Service". Seeing this, I felt a little consolation that I am not the only sufferer and also felt more confident to write this because it is not a stray incident.

All you travelers out there, try to redeem your mileage for upgrade or for free ticket. The restrictions and excuses are beyond this world. Whom heard of four or five classes in an economy seating? Even you qualify for an upgrade, you must buy an upgradable economy ticket which is US$250-300 MORE! Not to speak of mileage which are about to expired and they will not honor it because I didn't buy an upgradable ticket. I can write and write so many cases that happened to me with CX, not to mentioned bossy flight attendances.

This summer, I took my family to Singapore for vacation and it was my first time in a long while that I flew SQ. My experience and outlook of flying SQ was impeccable. Not just the lower airfares or service on-board, they treat people like people. Not just an another Joe Blow on the aircraft. I had shared and referred some of my colleagues that has been flying CX and they all agreed that Cathy Pacific has been (excuse my french here) ** people around when it comes to honoring their mileage program. This has gone far enough for me. People whom are planning to participate or are already a member of their Marco Polo Club...I say to you Good Luck and Adios. I don't believe that I am the only passenger that had bad experienced with Cathay Pacific. I ask people to speak out their experiences share it with everyone on the net. Hopefully, CX will change the way they practice their business worldwide.

I tried to call and talk to their customer service saying my granddad is 86 and I cannot let him travel in economy, especially when I paid for more. I even offered to pay extra to upgrade them to business, but was disappointed to find out that it is not an option. The customer service representatives were super rude and hung up on me twice while I was trying to negotiate options with them. They would not even refund my tickets so I could send my family in different airlines.

The only saving part was that the representative at the airport was really helpful, understanding and flexible. He was honest and did agree that Cathay Pacific's phone customer service is really bad and I should not judge their service based on my experience with the phone. He went above and beyond to make us feel comfortable and promised to make sure that my parents would be taken care of till they reach their destination. They did finally end up flying in Cathay Pacific, but I would NEVER recommend this to anyone.

I planned to fly from Saudi Arabia to Sydney during July 2014. I purchased a ticket and put in my Asian Miles account number. I was informed clearly and it is already written in the website of Cathay Pacific that if I have an Asian Miles account, I would be able to select my seat regardless of the class. I purchased the ticket almost 3.5 months before my travel date. Since that date, I have called cathay airlines office and local helpline many times. I even went to their regional office in Riyadh to ask them in securing my seat because it is a lifetime experience for me and I really do not want to be seated in the rear side of the airplane.

No one is able to help me under any condition. I asked for help to almost everyone and even sent couple of emails to the office and their head office in hong kong but all my efforts went in vain. My journey is still to come and when I see at the seat allocation summary chart of the airline, I get depressed because all the best seats have been occupied and I am left with the ones that I really do not want to avail. Still, I am trying to get hold of them but no one is answering and Mr. ** from the office of Cathay Pacific laughs and makes fun of this simple request of my seat allocation. He says that no matter whatever seat you are in, all the plane shall reach the destination.

I have almost 28 hours flight to Sydney and the same duration for my trip back to Riyadh. I have tried to gain information about the experience I would get through youtube videos. So far, I have my fingers crossed and I look forward to some miracle that would wipe off such bad memories about Cathay Pacific from my mind.

When we opened up our baggage, to our horror, we found 3 of our wrist watches missing as well as 10,000 (100 denomination) dollars Canadian. We immediately notified Thailand police and a report was filed. My wrist watches are high end time pieces and we're all placed in individual boxes. These were not taken, only the watches themselves. The boxes will be taken to the forensics lab and dusted for finger prints. I am getting assistance from the Thai police. I also contacted the airline and asked them to immediately investigate on their end. It's been 3 years and we haven't heard anything back from the airline. We believed that their employees were behind all this thing and they worked as a team. Please be careful, these people are professional. It doesn't matter how expensive your lock on your baggage, these people can get their hands in your baggage in a second.

Two weeks pass, called to inquire about money not being refunded yet. I'm told up to six week wait. Three weeks pass $587.42 refunded. Call to inquire about the missing $500AUD to be refunded (put on hold, 2 minutes line drops out). Call back. Told it may be a currency exchange fee, not sure. She will check with finance and call me back. Never called back. Call again, have to check with finance. Put me on hold. Line drops out after 5 minutes on hold.

Every time I've called there is a 20+ minute wait for the call to be answered. When I eventually get through there appears to be a good chance the operator will simply hang up rather than address my concern. Sadly I read all of the complaints and dreadful experiences people have had with this airline after I decided to book with them.

After landing at Hong Kong, they made me wait for half hour with a hungry/crying infant to collect the baby stroller at the gate. After waiting for almost half hour, they replied saying that the stroller will be available at the destination (Chennai airport). What the hell! There was no proper guidance at the Ground (Hong Kong airport). When I asked for the Gate Number for the destination Flight, they bluntly said that they don't know and asked me to clear the security where there was a huge long line. There was a lady at the security gate who was collecting the boarding passes before letting us go to the security. She saw my boarding pass from SFO to Hong Kong and yelled at me saying that you need the new boarding pass from Hong Kong to Chennai. When I asked her ,"Where can I get the New Boarding Pass," she just yelled at me saying, "Go find out yourself". This is such a ruthless/inhumane behavior shown to a mother who is travelling with an infant and a toddler all by herself. Sue her!!

I walked all the way from one end of Hong Kong airport to another without my stroller, carrying 18-month-old baby and holding hand of my 4-year-old boy to get the New Boarding Pass. After collecting the boarding pass, I was so tired that I badly needed help, I wanted to take the car that could take me to the gate. When I asked the Car driver (a Lady) to drop me at the gate E45, she rudely responded saying that it is "12 Hong Kong dollars, too expensive". She was so lazy that she denied whatever we ask for. Did I ask her whether it was expensive? Why is she responding that way. I have not seen such a behavior anywhere else.

Finally after looking at the signs, I took the monorail to gate E45 and finally reached the gate. Again there was a long line to board the flight, when I asked them that passengers with infants should be given preference and be let in soon, the hostess yelled at me saying, "First preference to Business class passengers, you need to stand in the line." My baby was crying, my 4-year-old son and I were too tired. I was travelling alone. All this made me just faint at one point. I stood in that long line to get in the airplane to my destination point. I will not recommend this airlines and will sue it.

When we arrived at Hong Kong airport around 23:00 local time, we went straight to the airport hotel to check in immediately. The reception of the hotel told us that we have to wait for 30 minutes, cause they need sometime to clean the room. After 45 minutes, we asked the reception again, whether the room is ready yet. But the reception told us that it has to be at least 2 more hours!

We called Cathay Pacific, as well as the management of the hotel, no one was helping to solve the problem. After 5 HOURS WAITING AT THE HOTEL LOBBY, FINALLY WE CHECK IN, and that is 4:30 am local time. My next flight boarding time is 7:05 am, which means I have less than 3 hours to sleep. Thus, there are several glaring questions: After 14 hours flight, and keep the passenger waiting the hotel lobby over 4 hours, is this kind of service quality should Cathay Pacific deliver? After being caught in a lie about why we don't have any room to check in, why Cathay Pacific crews can't they be honest?

Overall, words cannot adequately express my disappointment with Cathay Pacific. This was a total embarrassment to your company, and there should be an investigation into how this was mismanaged. Not only did I waste an entire night at the airport hotel lobby waiting for a room that never exist, but I also missed an entire day of work the next day. My time is valuable too.

Then this supervisor named Don ** (I cannot believe he does not have a business card, he wrote his name for me but I take a photo of the counter which I can prove his existence). He didn't apologies for the services provided by his staff member earlier. Instead, he said the boarding pass shouldn't be issued to my mum. He was asking his staff to go to the boarding gate and ask my mum to come back to the check in counter. I asked the reason why the boarding pass was issued and now he needs to ask my mum to come back to the counter. He could not give me a reasonable answer. He mentioned because he need to confirm the weight of the plane.

I cannot believe his staff member was making such a mistake of giving out the boarding pass in the first place without knowing the weight of the flight until the last minute. How can your company handle such stupid mistakes. This completely damaged the image of Cathay Pacific about SERVICE. There weren't any services provided in this instance. Instead the supervisor was creating trouble for my mum and delayiing her boarding time, just because I was making a comment about the staff member in the first place. This revenge attitude wasn't acceptable. The attitude given by the supervisor was horrible.

I cannot believe he is working in servicing industry for more than 20 years and is currently damaging your brand. I didn't receive any apologies from any of your staff on the ground today, first about the service, second about the mistakes of issuing boarding pass and finally rejected and wasting customer's time and parking fees until they finally issue the boarding pass again in the last minute when the flight is closed. I cannot believe your system only noticed the weight of the plane until the flight is closed. That is totally unacceptable. As a customer of this travel, the services provided by the crew on the ground in Cathay Pacific Australia is totally out of the standard, instead of receiving basic customer services, we were given an attitude from your team and also created a trouble for their client. Please give me a reasonable answer in regards to your unacceptable services provided today and also the mistake of issuing boarding pass to my mum in the first place.

When I called Cathy Pacific Airlines for alternate flight, they simply answer that they are not responsible. Then I called American Airlines. They also said the same thing, that they are not responsible and they asked me to speak with Cathay Pacific Airlines. I asked my family to report in the counter for the delay and they missed the connecting flight. My wife traveled with two kids with two bags. They reached Terminal 3 but Cathay Pacific is in Terminal 5. They went to Terminal 5 and approached them for the alternate and they also simply said that they are not responsible and they did not even look at my wife because she already exact all her energy the whole day.

Cathy Pacific counter people are without any humanity. They asked my wife go to American Airlines for further assistance. My family came to Terminal 3 again. When she asked American Airlines, they also told her the same thing, they are not responsible for alternate flight. Again she went to Terminal 5 and approached Cathay Pacific but they repeated the same, they do not know. Finally, she again reached to American Airlines. They agreed to give alternate after 3 hours running from Terminal 3 to Terminal 5.

They did not provide loading, boarding and transportation for my family. They left them in the airport. I flew from Minneapolis to Chicago and reached them at 10:00 pm to take care my family. Next, they finally arranged other airways to go to India. Again they missed their baggage. Usually, when we missed the baggage, they will deliver to the home address but Cathay Pacific simple called my family pick up the baggage.

I've been flying the past 10 years and I never had this kind of experience. They are booking the ticket and making connection with other airline companies but when problems come, they are telling simply that they are not responsible. After two days, again, I contacted the customer service to explain my experience but they are also of the same mentality. Cathy Pacific Airlines service is the very worst and I have never seen these kinds of service. I would suggest, please, do not go with Cathy Pacific Airlines even though they provide less price.

Finally after at least 5 attempts, I was able to secure a booking to depart on June 13th, but the flight is not ideal since CX872 departing from HK will arrive at 11p m which would not have sufficient time for connection flight. However, since there was only 1 choice for the entire month of June, I had to take it and I have been told I could request to be put on the wait list for CX870 (the flight that would arrive SFO in the morning for sufficient connection). I then proceeded to book my son's flight (**) and it was as done in one phone call. This paid ticket has much higher privileges and flight time choices.

In fact, during another 5 attempts to connect with Cathay Pacific Marco Polo Club during the month of May, I have tried to quote this flight first and seats were available basically any date during the month of June. However, since a junior ticket has to be connected to an adult ticket and in this case the adult ticket is a redemption booking, there are NO seats available. I have tried to call many times and even spoken with a supervisor and was only advised that there are only limited available award seats as set by the headquarters and ALL of the CX870 flights from the period of June 13 to June 23 were shown fully booked.

So therefore, I was left with NO choice but to stick with the ONLY AVAILABLE SEAT for the entire month. I would have to sadly see my dad and my son gone off to San Francisco, knowing after 14 plus hours flight they will still need to be stuck in the airport for at least 8 hours before the first connection flight to Seattle, their final destination of this trip. This is not the first time I have trouble redeeming Asia Miles with Cathay Pacific and I have to say that every single time was an extremely unpleasant experience. It appears to me that Cathay Pacific only reserves/allows EXTREMELY limited amount of seats that could be available for redemption booking, in particular on popular routes and flights.

This makes redemption choices extremely limited and the process is difficult for both customer end and Marco Polo representative. There is another redemption booking (**) under my profile for my mom and I have been told that there is not a single available seat on the route HKG to SFO for the entire 2 months of November and December. In this case, what is the purpose of award redemption? As a loyal customer of Cathay Pacific, I do not feel privileged or well-treated.

Cathay Pacific spent so much advertisement on promoting their flight attendants or pilots which they mostly posted like models. I do not feel like their appearance has anything to do with service. In fact, Cathay Pacific continues to be one of airlines that give poorest services on most of the check points. After 6 years of traveling with Cathay, I cannot pinpoint anytime I felt valued as a customer. I hope this message can be escalated to get some attention and I will continue to search on my professional network to find the right person who set up the guidelines on award redemption process, as this current set up is completely deviated from the purpose of customer appreciation.

After one or two minutes, I told the lady that I have traveled many times with the airline. Last I traveled was on 29 Sept. 2012 from Bangkok to New Delhi on the same flight, CX 751 17:25H. I took the same 55 inch TV with no problem. If it's overweight, I will pay extra. I have paid many times for the extra weight so it's not a big issue. She looked at me with angry eyes and said, "Okay, okay. I know. I know you pay extra." I said I have paid almost 3,400 Thai Bhat and gave her the receipt. She gave me my passport and boarding pass and warned me not to come at her desk again. "Okay, okay. You understand. Okay." Lastly, I think this is not good for high level and good airline because Cathay is a top airline in the world and I like it. I travel 5-6 times to Bangkok via Cathay and one time to Hongkong. But this time, I had a bad experience with this airline so it will be my last trip with them and will no longer travel with Cathay Airlines.

I checked with a friend that works for Cathay and was informed that my friend had caught a number of cleaning staff removing items from the plane. They placed them in a garbage bag to take it off the plane. It seems that the person just checked the seat pocket and left it at that. No further action was taken and my iPad stolen. I would also like to add that the Cathay staff I dealt with did not care and were extremely unhelpful. Please be careful. It does not matter how much you pay or how much you fly with them; they do not help you. I had a valuable item stolen from the plane and nothing was done to assist me. I fully believe that if the person checking the plane had conducted the right inspections, my iPad would have been recovered.

Their phone number 773-377-2804, oh God, it's so hard to reach. They always put you in voicemail and never call you back! Once in a blue moon. Two days ago, I finally got to speak to some human after numerous trials. The guy was saying, "Ms. **, we can't locate your luggage. At this point, we suggest you fill in the luggage claim form." I was pissed off immediately by hearing this since I submitted the form three weeks ago! Then the people saying, "Oh I'm sorry, I forget your case. Yeah, we do have it but my manager told me we can only pay you back by kilo gram and it'll be $20 for each kilo." What? I'm not an international shipping service! If that's all what you can do, why not tell me at the beginning?

I feel so angry and being fooled, so I requested to speak to the manager. Oh my God, as expected, the manager is will never "call you back." Eventually, she called me back saying, "We can only settle on weight, that's all I can do." Another point I'm arguing about is the delayed money since it has been more than a month delay for my bag to show up. I believe it's my right to ask the airline for the delayed money that I have to spend for my needs here (which supposed to arrive on the beginning of September). Oh well, Cathay Pacific won't give you any money when this happen. The manager told me, "Well since you'll leave US, we can't pay you any money for the delay." What?! What does it have to do with me leaving the US or not? How will you define leaving? She just literally can't answer my question.

I'm so disappointed with this company and I swear I will never buy their tickets again. I think it's a shame for a company to treat a customer like this. How difficult is it to make the 2% passenger who lost their luggage, for no reason, feel a little bit comfort? "You have reached the baggage service office for Cathay Pacific in Chicago. Please leave your name, number and related claim number and we'll call you shortly."

So, I was pushed to standby for the 4pm flight, and I now have to wait and watch my flight take off while I sit here and do nothing. They have not offered me a seat in a lounge or anything as well and just left me, although they are trying to get me on the next flight. I am sure the manager and Katie could have put me on the 9:20am flight if they tried harder, as I once before arrived at a gate 35 minutes before and they managed to put me on the flight on another airline. My schedule is now destroyed and I am not sure what to do, thanks to this situation. I know passengers should arrive 60 plus minutes before the flight; but sometimes there are situations like this that arise, so I think it would be nice of the Cathay team to allow passengers a bit of flexibility, especially, when it is clear that there is enough time for the passenger to make the flight. I am highly disappointed and do not know what I can do now.

Finally at 9.00am, another passenger told me where to go for my boarding pass. Apparently, we were getting on the 9.30am flight? So we found the right desk and got our new boarding pass. The gate changed about 5 times between 9.30am and 11am. Then it went off the board altogether, and again, we were left wondering what's going on. We finally flew out at 11.30pm that night. Then we arrived in Sydney to find our baggage had not arrived. We had to wait 10 days to get our bags back. When I got my suitcase, everything in it was drenched in water. They must have left my bag out in the typhoon or something. It stunk of musty damp, and there was mold growing. I will never fly with Cathay Pacific again or to Hong Kong. It's a nightmare. It's absolutely useless!

Well, I did what they asked me to do and it's been a week from now. There is no response, no picking up of my calls and it just simply shows that these ground crew staff don't care at all about their customer service. I know I will never have my things back but at least I need an answer or refund to all those things which are missing. Flying with Cathay Pacific is the biggest nightmare that happened to me. I will never recommend this airline to all the friends and loved ones because what happened to me can happen to them as well. These are rude ground crew in Manila with naughty hands, a total disaster.

On July 2, we checked in at Vancouver Airport and asked their staff at the counter if we could be upgraded to premium economy seats. She was nice enough to check the system and told us that she didn't receive any authorization regarding our previous e-mail request. She said she will contact the manager. Some 20 minutes after she called the manager, the ground manager by the name of Rick showed up, looking annoyed as if we rudely woke him up from his overdue nap. Before we could finish our request, he cut us off by saying he has “no need to upgrade anybody.”

When we asked him to clarify what he meant by "need,” he simply said that "delays are very common" and that if he "had to upgrade any passenger who had a delay, it will be a disaster.” I might not have flown Cathay Pacific long enough to know that delays are very common with your airline, but as a frequent global traveler, I do know that a four-hour delay is not common, let alone on a red-eye flight. And most importantly, we were not asking for compensation, but a courtesy upgrade which many airlines would offer to their customers - delay or not.

To make a long story short, this manager named Rick said if he needs to upgrade anyone, he will let us know and left us standing there dumbfounded. During our entire conversation, there was no smile, no apologies. Even the Cathay Pacific staff behind the counters who witnessed the rude treatment we received came to us to apologize. Unfortunately, our unpleasant experience with Cathay Pacific, or Rick to be exact, didn't end there. Right before boarding, I saw Rick once again at the gate and asked him nicely if he could upgrade us. He brushed me off by saying that there were no premium seats left. Period.

However, after we board the flight, we were told by the flight attendants that there were 5 premium economy seats left. So not only did we receive the most rude treatment of all my years of travel, we were lied to as well. As a business owner, I know things like delays happen and it is beyond our control. But having someone who obviously lack the basic skills to communicate with clients is not beyond our control.

As the president of a company that represents some of the top wineries around the globe, I have flown with many airlines and would consider myself a frequent flyer. Never before have I been humiliated by a ground manager like Rick. We are expanding our operations in Asia and were considering using Cathay Pacific a designated airline for our company employees because I did have some pleasant trips on Cathay. Just a few months ago, I flew to HK on Cathay. But after this incident, I decide to remove Cathay Pacific from our choice of airlines as long as someone like this manager Rick represents what would otherwise be a great airline. I would also advise our friends and family not to fly Cathay Pacific as a result of this.

On a last note, I sent this complaint online to their customer service center and received an automatic response saying they will contact me within 20 days. It's been over a month and still there’s no word from them whatsoever. Shame on you, Cathay Pacific!

Upon exiting the gate at 2am, I was told to go to the Cathay lounge to wait for further information. When I arrived at the Cathay lounge (which was at one end of the terminal), I tried asking some questions regarding the situation but the lounge staff told me my flight was with Dragonair so blame Dragonair and she knows nothing. Then, I was told to go to the Dragonair lounge at the other end of the terminal. Imagine walking around the massive HK airport at 2am when you really needed some rest after 1 day of traveling. Obviously, it is not to the Cathay/Dragonair ground staff's concern.

I finally arrived at Dragonair lounge at 3am and had some rest until 6am. I woke up to check the status of the flight. "No info" the lounge staff said, in an attitude which basically says bad luck and I don't want to help. I asked them to put me on the next flight to Taipei and they agreed to do so. I slept again until 9am and found out a few of my fellow business class passengers from last night are leaving the lounge to board a flight to Taipei. I asked the lounge staff why they did not inform me. They told me that there are no flights taking off. I told them that 3 ladies had just left to board the flight. Then the lounge staff blamed me that I cannot get on the flight because I had check-in luggage, but I told the staff that the ladies told me they also had check-in luggage. Then, she said she is very busy.

When I walked around the airport, I saw all the econ passengers sleeping on the floor, without blankets. Water and blankets were handed out by 3 ground staff but there were hundreds of people queuing. They also require you to fill out a form to get water and blanket. They were treating the economy passengers like refugees receiving aids. On 7/23, they gave HK$75 for food but the next day no allowance was given, and flights were still severely delayed with no food allowance given.

From 7/23 evening until 7/24 morning, we were told Cathay management is in a meeting to decide options to give the passengers. Obviously at noon 7/24, no option was given. All economy and business class passengers were waiting with "no info, the weather is still bad". Since 7/24 morning, all the other airlines except Cathay and Dragonair were taking off normally, but we were still not told any info regarding why delays, and how long the delays were.

Finally, I was rerouted at 12pm on 7/24 to Shanghai. When I arrived at Gate 35, I found out the flight was delayed from 8am to 1:15pm and the gate staff told us that they cannot confirm if the flight is taking off due to operational issues. Then, the staff (Alan **) said it could be due to the bad weather. As he said this, I saw a Qantas airplane took off in the background. I asked the Gate staff if they could put me on a flight that is actually taking off, the staff (Alan **) told me to change my ticket at the lounge or at the service desk because they did not issue my ticket so just go wherever to get a new ticket because it has nothing to do with him and his computer is down. When I told him the ticket can be changed simply by calling and confirming the seat, he waived another five tickets in front of my face closely saying "see this, all these people waiting, go somewhere else." I was very angry with his rudeness, so I said to him that I would raise a complaint. He said to me "go complain if you like."

Despite being a business class passenger, I felt I was treated like a refugee with no human rights, and that I should be grateful that the ground staff even talked to me. The ground staff was rude, unprofessional, and untrained. They really did not care about customer satisfaction, and their attitude is almost like "too bad you flew with us. Can't answer and don't want to answer your question, go somewhere else if you like." I'd like to wish Cathay/Dragonair good luck, surely I will not be traveling on this airline, and I will tell everyone I know about this pathetic experience.

I wrote the complaints in the cathaypacific.com and they referred me to the lost and found office in Juanda Airport Surabaya. The people in the lost and found office don't know exactly the position of my baggage (sometimes they said it's in Hong Kong, then I called again they said the baggage was in Singapore). It's been two days now and I don't know how I'm going to track my baggage. Writing the complaints in www.cathaypacific.com doesn't help at all! I'm still hoping by tomorrow Juanda Airport, Surabaya has my baggage.

At around 11:45am, the ground staff from Cathay announced there will be refreshments. We saw about 150 bags of McDonald’s fast food passed us by to the boarding gate. When we got there, the staff said to us that the food was for children only. What about pregnant women? I almost fainted. We finally got on to the plane at 1:00pm. We asked for complaint form. A Cathay staff came by and tried to talk us about our concern. She refused to give me a complaint form. This is the CX 692 flight flying from Penang to HK on May 30, 2012.

So, I am now on a mission to alert air travelers, especially those who fly Cathay Pacific, to be careful of anything in the overhead bin. It is now fair game for thieves. It's best to avoid Cathay Pacific altogether. And as far as Cathay Pacific corporate big shots are concerned, I won't stop until I have your mail addresses to complain to you directly!

I tried to get help from AA airlines following CP instructions. They answered, “We will credit your AAdvantage account with all mileage approved by the partner. Please note that partner mileage requests are generally posted to the account within 30 days.” Later, AA responded that Cathay Pacific did not authorize the credit. Airline, flight date, flight number, and origin and destination: Cathay Pacific Airways, 2012-01-11, 0736, SIN-HKG; Cathay Pacific Airways, 2012-01-12, 0840, HKG-JFK.

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 noncommittal and unreachable by normal communication means, so much so that we were all 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.

They asked immigration to pull us out of the plane, making us feel like we were criminals. An ambulance brought us to a hospital, which is really very far from the airport. The paramedics, who were with us, were very rude and impolite. They just left us in the hospital without even asking if we have the money to pay for our hospital bills or even care how we can go back to the airport. What makes us angrier is that the crew even got the nerve to announce that my mom and the child were the cause of delay. Instead of asking for apology with their service, they gave excuses, making us their scapegoats, which made other passengers mad at us.

In our opinion, such credit card verifications were not required by budget airlines and even for some other airlines, I understand that if the purchase was for a third party, say I used my husband's credit card to pay for my airfare, then it is required to reduce fraud but in this instance, the passenger and credit card holder name is the same. Why is there such a harsh treatment? What if the passenger did not bring enough Singapore dollars nor has a credit card to make this double payment? The delay in boarding the flight should be the airlines' responsibility?

Is Cathay Pacific trying to make money out of such unfair rules and regulations? We were told that their accounts department will refund the credit card only two to three weeks later. Are they trying to create additional workload for their A/CS Department? The whole incident was absurd and disappointing! The airline behaved like a bully when the passenger was made to double pay due to such unfair terms.

My camera was kept in my cotton pink bag, inside I put my Blackberry charger and also the camera charger. However, they only took my camera away. It was a Sony pocket camera, golden color, a T serial touch screen one. I was taking seat 43D. This is my second case experience with Cathay and both I have my bag opened and stolen. This truly is not a good experience for me taking Cathay Pacific. How do I file a complaint and have Cathay to pay attention on this case? I called to Cathay Pacific Soekarno Hatta Airport and no one answered the phone.

Only Sydney failed to provide wheelchair assistance. Margaret requested me to pay for their "excess baggage", although my parents had no hand luggage. So I paid AUS $150.00. A kinder service attendant met my parents and walked them in to board the flight. I am glad I have never flown Cathay Pacific and never will nor will anyone I know!

By now, I'm starting to wonder if they forgot about my refund. So, I called them. It's always so difficult to get a hold of an E-service rep. The wait time is a minimum of 30 minutes. It is absolutely ridiculous. In any case I managed to get a hold of someone and to my dismay, I was told that the refund "looks" like it is in process, but to continue to wait a couple of more weeks. Can you believe it? They have the nerve to tell me to step back and wait some more as if 6 weeks wasn't bad enough of a wait. This is now the 8th week and I am extremely frustrated. I don't know who to call but I am pondering calling my lawyer friend to resolve this matter. I mean this is complete day light robbery!

I fully understand Cathay Pacific have different departments to focus on various business, but I’m just a consumer who plans to take off 3 days later. If I can not receive a confirmation email within 3 days and it’s impossible to dial in their all-time busy hotline, who will take care of me to make me arrive at my destination on time? I hope someone in-charge can give me a helping hand. Much appreciated.

I understand this is my fault that I could not get to the gate earlier before the departure time. I have tried my best to get there by the departure time but as I was feeling unwell all in a sudden, I was still late for the flight. My friend told the lady from CX about our situation and she led us to the CX counter. We asked whether we can take another flight to Hongkong and she said that was already the last flight to Hongkong on that day. Then we explained to her the situation (I was not feeling well and keep vomiting in the toilet so that I missed the flight) again and asked whether we can get onto the flight tomorrow. The lady replied that she cannot provide other arrangement as we were holding a discount ticket and we missed the flight for personal reasons.

She suggested us to buy a new ticket to Hongkong which was around HK$19,000 per ticket. We found it unaffordable and asked her for other arrangement such as adding some surcharges and change to another flight on the coming day (20 Dec 2011). She refused to provide such arrangement and said she cannot contact Hongkong CX staff and so she did not know whether we can add some surcharges and get back to Hongkong on the coming day. She added that even if HK CX allowed us to add surcharges for a new ticket on the coming day, the amount of surcharge would still be very expensive. She once again suggested us to buy another new ticket and stated it should be the most feasible option for us.

We kept asking (maybe I should say begging) her to contact Hongkong CX for more information regarding the surcharge issue or other possible arrangement. She once again refused us and stated that she could not contact Hongkong CX in Japan and she was not sure whether there was a surcharge arrangement or not. We were hopeless and we asked her what we could do. She asked us to seek help from other airline like ANA which also provides flight services to Hongkong. Then I went to seek help from ANA and my friend stayed at the CX counter and waited until the CX staff returned the luggage to us.

My friend asked the CX lady for the CX's emergency contact if we need further assistance. The lady replied, "We don't have it and if you need help, I will be here again tomorrow." At the moment, my friend was speechless. How can your staff be so irresponsible? Should I sleep over at the CX counter and wait for the lady to show up again tomorrow? That really doesn't make any sense.

The ANA staff said the one-way ticket provided at the airport would not be affordable for us. She strongly recommended us to seek help again from CX staff as we were holding CX flight tickets. However, it was just around 10 minutes after my friend got back our luggage, the CX staff were all gone. Luckily, the ANA ladies really helped us a lot (though we were not their customers!). They checked whether there were other airlines which also provide Kansai to HK flight services. They also searched for CX hotline (+800 xxxx xxxx) on the CX website and made call for us.

Unluckily though, my friend and the ANA lady tried their very best to call the hotline (they spent 30 minutes on calling CX hotline! ), we still cannot be connected to the CX staff for help. That is really ridiculous. What's the point of setting up an emergency hotline if it can never be connected? How could an international airline perform like this? I can provide the contact details of the ANA ladies if you need evidence on it. The lady even contacted the Jetstar airline for us in order to purchase a more affordable ticket to Hongkong.

With the assistance from the ANA ladies, we were able to contact our family members in Hongkong. Luckily, my family member bought another flight ticket (CX567 at Kansai Airport, 20/12/2011, 9:30am, HK$6,000) through travel agency for us. And the ANA ladies further assisted us by providing information on clinic, hospital and accommodation near the airport. We slept over at the airport and checked-in again on 20/12/2011 at around 7 am. We could not see the lady who liaised with us yesterday. Then we walked to the ANA counter to show our compliment to the ANA ladies and got to the custom gate. Suddenly, the CX lady who liaised with us yesterday showed up and told us we can add HK$2,000 surcharge per ticket for the earliest flight at 9:30 am. Both of us were speechless. If she tried to contact CX HK for help yesterday and let us know the details of the surcharge arrangement, we would not be so hopeless. We would not need to spend so much time on seeking help from ANA, calling CX hotline, seeking help from friends and family members in Hongkong, etc.

We really found CX staff incredibly unreliable. On 19 December 2011 around 7pm, she told me a thousand times that there may not be a surcharge arrangement and even if there is a surcharge, it will still be expensive and unaffordable. But just 12 hours later, she told us she contacted CX HK and she can offer us the earliest flight with HK$2,000 surcharge. How could they treat us like that?

When I get onto the plane, I thought everything would be all right and I can finally take a rest. However, I still experienced poor services on the plane. My friend and I sat at 62A and 62C near the back of the plane. The crew kept playing, laughing and talking loudly at the back of the plane during the whole journey. Not only me but other passengers turned around and had a look when they made loud noise. However, they did not attempt to stop playing. One of the FA even sat on the passengers seats at the last row for a while when they were playing loudly.

I sent/faxed/e-mailed the complaint letter to Cathay on 21 Dec 2011. I still got no reply from them.

I proceeded with the claim process. Here is the detail of my pending baggage claim. Nobody is listening. I lost my baggage and filed a claim for $530. Upon reviewing, they decided to send me a $250 US check. I am still waiting. That is a poor performance of their customer service. Please investigate and take disciplinary action for the harassment and send me a check for agreed amount $250.

I was assured by the Cathay Pacific employee that an original letter was not necessary and that I could return with a copy. However, when I attempted to board CX 906 on June 13th from Manila, I was refused, despite the fact that I had a copy of the extension letter. Contrary to the statement of the Cathay NY employee, I was not permitted to board because I did not have an original extension letter. My sister, who was traveling with me, went home without me. I was told I could not get on a Cathay Pacific plane until I presented the original extension letter. As you can imagine, it is not a simple thing to send a letter from NY to the Philippines. It is neither fast nor cheap. In fact, it cost me the sum of $570 to use FedEx International Next Flight special service, which took 3 days before I obtained the original letter.

I left on Friday, June 17 under CX 904. When I arrived at JFK International Airport, I went through US Immigrations thinking that they would also ask for the original document. However, they didn't even ask to see the letter at all! US Immigrations just swiped my expired card and confirmed my fingerprint and eye imprint and was permitted entry, with no problems or issues. In fact, I consulted with an immigration attorney, who assured me that most airlines routinely allow travelers to board with only copies of such letter.

But we were shocked when, at Bangkok airport, we were thrown in the worst hotel we ever stayed. Cathay staff was nowhere visible and the hotel room had neither a telephone nor internet so that we could contact our parents.

Horrified and shocked, exhausted after almost 24 hours and we spent 6 hours in complete horror, we made several attempts to contact the Cathay staff but no response was received. At noon, the hotel asked us to vacate the room as the airline has booked it only for 6 hours.

We waited in the lobby for 90 minutes before Cathay ladies appeared and asked us that they are putting us on a Thai flight to Karachi, but one has to sit in economy class. When we refused to sit separately, they threatened to leave us behind and then we are at our own. They also forced us to sign some paper and take a small amount of money for accepting their terms.

When we refused, they put us both in economy class and threw our passports at our faces to be responsible for them from now on. It was the most horrible treatment to young kids by this horrific Cathay staff at Bangkok. Never send your kids on this horrible airline please.

The South African office says that their hands are chopped off, and it is the Hong Kong office that is not doing their job. They, however, do not want to put me through to speak to anyone directly at Hong Kong.

My problem is not being attended to by Cathay and I am suffering financial losses due to the interest on my credit card for the double payment.

After the booking was cleared, and boarding passes were issued, we spent a day in HK. Then upon our return to check in again with Cathay, we had to repeat the whole red tape nightmare all over again. I was losing my patience, and I had to explain to the dumb Cathay Pacific agent, that it was Cathay Pacific that issued our boarding passes, and not Eva Air, so they should take responsibility. Never in my life will I take this brainless airline again. I almost got high blood pressure trying to explain to low IQ Cathay Pacific ground agents their own mistakes.

They handed us delay/cancellation certificates and vouchers for the nearest Novotel and kindly asked us to take care of ourselves. Every time you want to lodge an official complaint or ask to speak to a manager or supervisor, you are asked to send a writing complaint to the company. It seems that the staff on the ground doesn't want to deal with customer assistance whatsoever. The general attitude says: "Well, too bad you chose flying with us, be more careful the next time." Of course, getting our luggage back from transit in Hong Kong, one of the busiest airports in the world, took forever! We were booked on the next morning flight via Taipei after a short night in Hong Kong.

The last segment of our return flight (CX 709) between Hong Kong and Bangkok on Christmas Day was total chaos with meals served too shortly before landing. My wife had ordered two common duty-free items but the order form kept going from hand to hand to no avail. The flight attendants were running all around the cabin to collect the meal trays minutes before landing. I seldom attended such a level of disorganization in a commercial airplane despite my extensive traveling.

When we inquired, the stewardess apparently in charge of the duty-free on our way out simply dismissed the question with a laconic "out of stock." How easy! The funny thing is that I had been given a $5 discount voucher on the Nagoya-Hong Kong flight segment (CX 535) for filling out a satisfaction questionnaire. I must say that I am surprised that at no point were we offered any type of commercial gesture or compensation to make up for the recurrent mishaps. This is really a shame for this once prestigious company and a disgrace for the head of its human resources. If I can describe this terrible traveling experience with one word: Pathetic!

I was tired to death. I needed to go through the immigration process, take another 45 mins transport to the hotel, sleep for couple hours, then need to reverse the process to come back to the gate again.The Cathay Pacific system of assisting the delayed passenger is very bad. I do travel out of my country every month and this is my first time that I took the Cathay Pacific. It will be my first and my last time to take this airline service. It is the first time of my colleague to go abroad and it gave her bad experience as well. Good bye forever.

After some time with no service, and the attendant oblivious to my calls, I climbed on the seat in front in order to exit my row. Upon arriving to the food prep, the attendant in charge of my row was standing with some snacks. I asked if I might be able to get a sandwich. She responded there were none with no further suggestion. After which I asked for anything, she gestured at some cookies, with some attitude but did not attempt to extend the basket so I walked over and picked one out.

On my exit, I noticed cups and asked if they were juice. To a nod, I helped myself. Having worked in customer service, there were a million opportunities for the service to have been better. The last straw was after the last meal call when our trays were not picked up with the rest, I gestured thinking it was an oversight but was ignored. So I had to call, only to be told she'd get it on her way back when she was within reach of our trays. Needless to say, she did not return so I had to have a passing attendant pick up our trays.

My aisle side passenger was severely distended and the tray posed some discomfort to him so to be neglected instead of being given special care was appalling. I feel the attendants need to take a serious lesson in compassion and perhaps have it drummed into their heads that this is not a flying catwalk and some human emotions are required.

Only after the passengers demanded for phone cards/hotel stay/lounge facility/dinner, were they provided with them. No Supervisor came forward with any information initially. The ground staff that was there either pretended to not speak English or the ones who did speak were plain rude. Inefficiency could be seen from the moment I boarded the flight. None of the attendent caller buttons seemed to be working. The light would come on but there was no sound to it, finally most of us after waiting for 20-25 mins found ourselves getting out of our seats and proceeding to help ourselves.

For some reason, the crew seemed to concentrate in the kitchen alley. I have been unwell and had requested that the seat next to mine be kept empty. The staff at BOM airport had done the needful but after the rerouting, the staff at HKG refused to do it for me. When I went onboard, I saw a lot of seats empty..Inspite of requesting them for an upgrade or a transfer to another carrier, or a seat on the next day's flight, they did not attend to my request. Thanks to Cathay, I had to travel for an extra 12 hours (waiting time included)with a fever and cold.

In addition to this, the food, the seats were also horrible. But it doesnt end here. After arriving in LA, we were asked to collect our luggage and recheck it in with United airways after clearing immigration. I waited for eternity at the baggage claim area only to find one of my 2 bags missing. The CX staff at the baggage claim area refused to take down a report saying I still had another flight out of LA and that Cathay had their Headquarters at SFO and were better equipped to take a lost baggage report there. (None of the staffs' name tags were visible).

After I travelled to SFO, I was informed that since United was the last carrier to bring me in to SFO, I would have to file a report for delayed baggage with them. I did that on the midnight of Feb 7th and 8th and have been calling them in twice a day everyday. Their site doesnt seem to be updated and their call centre in India keeps on giving me stories. At one point, they gave me another tag no on the bag and said it was due to arrive on the american airlines flight AA1954 from LA to SFO at 1535 on feb 9th.

After calling them on Feb 11th, they put me on hold for 30 mins, contacted the AA staff at LA and SFO airports and said the bag wasnt with them. Today is FEb 12th and I have now be told to fill a baggage tracing/claim form and post it to their Head quarters in Chicago. I do feel that Cathay should be blamed for all this. The last I saw my bag was in Mumbai, India when I checked it in and saw it go on the conveyor belt..

The ad ran in Los Angeles and it did not specify Eastern Time as deadline. This is very misleading, as most individuals will assume the time zone applicable is the one in which the publication is located, unless otherwise stated. I will now have to purchase a fare that is nearly twice the advertised special.

Instead of two adults paying $599 each, we will need to pay about $1,200 each for air transportation.

I called the airline to reschedule. Cathay Pacific was using one 800-number for the whole U.S. region, with all airline inquires and services, with consequence that it was even more horrendous than in India to get through on the phone. In most cases I was put on hold by auto-response and often waited more than 30-40 minutes until I have up.

When I finally reached an airline rep a few days later and requested to schedule a new departure date, she confirmed that seats were available on flights plus connectin flights at dates I had requested, but would suddenly refuse to book me for the open flight, as, according to her, my ticket was not endorsed for travels to Bangalore. I told her, the ticket was indeed endorsed and valid for travels to Bangalore, but the operator would not accept my statement. I then offered to fax a copy of my ticket which she was not interested in.

Consequently, it took me until January 8 to get a booking from Cathay Pacific, with return date to India the earliest on January 18, with a one-week stay-over in Singapore. This was nearly 1 1/2 months later, after the airline admitted to have committed a mistake and arranged a booking for me. These delays, however, cost me an estimated $ 3500 in additional expenses, not to mention the huge amounts of expenses I faced in India several months later in property paymnets and penalties I had to pay, for being delayed in my return to pay dues.

Cathay Pacific airlines never offered to put me on another airline to speed my return, nor to pay for accommodation for the overstay, neither in the U.S. nor Singapore. When I contacted Cathay to make a claim, they waited for weeks at times to even respond. First, they would deny any faults of theirs for refusing to book my valid ticket, but some one year later they admitted that the fault was theirs due to their inability to read an endorsement issued in India. However, the airline felt that this did not make them liable to reimburse me for any of my expenses and offered me a travel voucher valued $500 as compensation, which I rejected.

I felt this airline intentionally kept slow contact with me, because I was situated in a poor country with little access to faxes and email from the rural district I was placed. I also feel that the airline very much intentionally extended their investigation to almost one year for the same reasons, knowing that it would be hard for me to do anything from here.