cathaypacific.com Reviews
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1.6 / 5
Average user rating
696
Total reviews
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cathaypacific.com Reviews
Read real experiences from customers of cathaypacific.com.
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Herb S
April 8, 2026
Watch out for up charges and…
Watch out for up charges and bureaucratic BS ! When checking in I learned my ticket only used a middle initial, while my passport had my full name spelled out. Cathay does let you check in and suggests to correct the name by calling customer service--like its no big deal. But after getting to a live person, I was told the correction incurred a fee of $60? Why? Because it was booked through a third party (in this case Expedia) and they had to 'take over' the booking. I was told contact Expedia, they can change for free. Well no, after 25 min with Expedia, they said once you check in Expedia is helpless. I called Cathay back, and was forced to cancel my check in (and risk losing the seat assignments already paid for!) so they can re-book. After agreeing to the theft of $60 to add 5 letters to the booking, they sent an email with payment info. Paid, then 10 min waiting online agent told me there is technical difficulty and they will call back because the agent can't confirm receipt--even though I had an email confirming they got my money. When 3 hours passed I was forced to call a third time to be told yes it shows on the computer but--you are not checked in!Maybe it is because I flew Economy, but I am a Cathay member so, fyi--that probably makes no difference to how you are treated.
Annabell
April 7, 2026
Freezing cold cabin
Overall a great experience, however, it was freezing in the cabin with cold air con blowing the whole 10 hour flight. The blankets were thin and made for a very uncomfortable journey. I’m not looking forward to my return trip as I will need to carry extra layers just to stay warm. Apart from that cabin crew and meals were really good.
Haydar Issa
April 5, 2026
Most uncomfortable seating ever
Most uncomfortable seating ever. Food is horrible and staff is rude. Theres no chance they are legitimately rated in the top 5 airlines. I would rather pay double than fly with them again.
Kevin Hutchinson
April 4, 2026
The Flight Attendants didn't make passenger put seat in upright position during meal times....
The aircraft aren't as new as some airlines, but they are well maintained. The cost was about 20% dearer than the competitors, but for us it was worth it, because you don't have to travel via a Middle Eastern airport. Also, flight times were very close and no major delays. The food was as good as other airlines - certainly no worse - and we quite enjoyed the Asian food that they served. The flight attendants are young and very polite. OUR ONLY COMPLAINT IS that they didn't make passengers put their seats forward at meal times. Lots of passengers were struggling to eat in the small space, because the passenger in front had their seat fully reclined. This is tolerable at sleep times, but not at food and drink times. I had to ask the FA to ask the passengers in front if they could put their seat into the upright position, because we were actually struggling to eat. They did do, which was great, but I noticed the FA's didn't tell others who were suffering similarly. The FA's should know to do this, and I'm wondering if it's because the FA's were generally younger people......
Daniel Raye
April 3, 2026
Atrocious customer service!
Customer service is atrocious, they make it intentionally difficult to make simple changes to your information (such as updating an email or phone number) or delete an account. They made me jump through more hoops than my bank or even the Canadian government. Clearly this is not about security, it's about keeping your information in their system where they can profit from it. It honestly feels malicious. Pathetic service that has completely turned me off of what is really an excellent airline in terms of the in-flight experience. Guess I'll stick to EVA who've never given me any trouble.
Catherine Phelps
March 31, 2026
Website and seat selection
Haven't yet flown with them and they've worn my last nerve. Booked through BA on a flight operated by them. Have tried to select seats in advance, and was willing to pay extra. I contacted them through chat and phone call and was given conflicting information, sometimes during the same conversation. It seems that the system says no. I had a similar request for a BA flight operated by Qantas which went smoothly. Why can't Cathay do the same? Oh, and it's hit or miss if their website can find your booking. If you get stressed about flying or bureaucracy in general, avoid this company. Wish me luck in getting home with them!
zoey
March 31, 2026
A Frustrating Travel Experience from Start to Finish
My flight to Vietnam was on January 31, 2026. The day before, I checked my itinerary and saw that my flight from Columbus to Dallas had been canceled—with no notification at all. No email, no call, no text. I was honestly pretty panicked.I ended up spending about four hours on the phone with Cathay trying to find another flight. I had originally booked premium economy so I could pick my seats, but after they rebooked me, I couldn’t choose seats at all. The customer service team really couldn’t do much to help.I submitted a case later and was told I’d get an upgraded seat on my return flight. But when I checked in at the airport, the Cathay desk said there was nothing in the system.On top of that, when I arrived in Hanoi, one of my suitcases was damaged. Their process requires you to call to report it, but I couldn’t make international calls while I was there. When I got back to the U.S., I submitted a claim, but they said they couldn’t do anything because it wasn’t reported within 7 days—even though I was overseas and couldn’t contact them.Overall, this was my first time flying with Cathay, and it will definitely be my last. The customer service was really disappointing. The plane felt smaller compared to other international airlines, and while the onboard service was okay, it didn’t come close to other Asian airlines I’ve flown.
Munn
March 31, 2026
What's wrong with Cathay Pacific Airways!
In Jan 2026 my family and I travelled to South East Asia. We arrived in Kuala Lumpur International Airport and took our luggage from the carousal but did not see a large hole at the bottom of our luggage until we got to our apartment. We checked online on how to make a report and there was a phone number to call at the airport. We called many times but no answer until the next day. We spoke to a man who told us to take pictures of our danaged luggage and provide our flight details, etc by email, he gave us an email address which was the same address on Cathay Pacific Airways website. He said they will review our claim and get back to us. No one contacted us and we call the same number again for the next few days to no avail. We called Cathay customer services and reported our case to them 3 times, first call asked us to wait patiently, second call said she will note our problem and asked to wait. We waited for 30 days and were leaving Kuala Lumpur so we called customer service for the 3rd time and this nice lady said she will escalate our case. We got back to Vancouver and received an email from a customer service agent named Mary Ann. She said our claim were denied because we reported our luggage damaged after 7 days from the time we arrived in Kuala Lumpur. We explained and provided her with proof that we had reported our case. She then said the email address that we sent the email to was not Cathay Pacific Airways official email, in spite of us giving her a screen shot of the email address on Cathay Pacific Airways website. She insisted it was a wrong email address. Why would Cathay Pacific Airways deliberately put a wrong email address on their website...maybe a trick to deny claims. After several emails back and forth, she denied our claim on March 25, 2026. Mary Ann asked us to claim from our insurance company. Since Mary Ann is so willing to spent so much time sending emails to deny our claim and I got to think Cathay Pacific Airways must be in some trouble if they cannot even afford to replace their passenger damaged luggage. Either that or Mary Ann is a lousy customer service agent! We had experienced damaged luggage when flying with Air Canada once and they replaced our luggage when they saw the damaged luggage, without any fuss!!!
Aa Dd
March 31, 2026
🚨 Scam alert 🚨
🚨 Scam alert 🚨I paid $50+ for an “extra legroom window seat”… and there was NO window.Instead of fixing it properly, they moved me to a worse seat with no extra legroom and no recline. Total downgrade from what I paid for.It did not stop there. They tried to charge me for my backpack separately from my carry-on, then forced me to check it, then suddenly changed their mind and let me keep it. Completely frustrating.Easily one of the worst airline experiences I have had. I will avoid them in the future.
R M
March 26, 2026
Very good as alternative flight to BKK
Because of the war in the middle east I had to cancel my flight from Emirates. After a quick search Cathay Pacific offered a competitive flight to BKK where other airlines already asked double or triple the normal price. The flight was booked and I was able to fly. Onboard : friendly staff, good seats, a lot entertaining movies, great food and drinks. Hagen Dass ice-cream 🍧 Because it is a Chinese Airline there were ofcourse a lot Chinese people in the fully booked airplane. Overall 8 out of 10.
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