We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Cathay Pacific Airways LTD

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

Customer Complaints Summary

  • 65 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/17/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please send me the itinerary of my booking BKWD4L to my email.

  • Initial Complaint

    Date:03/18/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On September 10 2024, I used ******* Asia Miles to book 2 award business class tickets from *********** to ********* on July 9, 2025 on the Cathay Pacific ********** February 2025, I was told by my immigration lawyer that my work **** may not be processed in time before my trip, so in February 27 morning, I checked to see if I can use my leftover Asia Miles combined with cash to reschedule or cancel the ticket, in case I don't get my **** by July. I saw on the Cathay booking page that since I don't have enough Asia Miles, I could only proceed with payment and the system asked me to input a card information. Then I decided to transfer more Asia Miles to my ********** the afternoon, I was checking again and found the Asia Miles was transferred, then when I proceeded to the Modify / Cancel booking page and selected my booking, the website went straight to loading and canceled my ticket without letting me to choose a payment or Asia Miles, or ask me to confirm cancellation.I called Cathay Pacific **************** that afternoon and two other times trying to explain to the agents that it was a system glitch and I DID NOT cancel the ticket. They tried to prove that the ticket was canceled by me. But they all failed to prove how their system does NOT have my selection of cancellation payment or Asia Miles, and they all found that there should have been a page asking for a payment method before I can even confirm the cancellation. The agent suggested to re-open the booking for me but failed to find two award flight business class tickets in July and August. I explained to them that early summer is the only time that I will have time off for traveling. Then I requested to extend the validation date on the ticket, so I can book flight again in late 2025 or 2026. They refused and said I will still need to pay the cancellation fee.I DONT feel Cathay customer service team is attempting to get this resolved.

  • Initial Complaint

    Date:03/14/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to the ********************* October 30th 2024 to catch a flight to ********* and then **********, *********I approach the Cathay Pacific Airline ticket counter and gave them my itinerary and passport. The ticket agent reviewed my passport and said they have to check with a supervisor since the picture in the passport didn't look like me. I told them the picture was dark when it was taken, and other airlines at other airports as well US Border/customs had no problem. I was told to wait again. By that time my flight was about to leave, and asked what's going on. They said they were checking with another supervisor. An hour later they said they won't let me on the plane without giving me a good explanation. I was neither intoxicated or acting I had to book another flight with another ****************** for the next morning (I slept at the airport). ****************** had no problem with my passport both in ************* and *********. The US Border and Customs didn't have an issue either. I've just returned from my 4 month stay in ********, so I am filing this complaint 4 months or so after the incident. I;m requesting a full refund from Cathay Airlines for refusing let me on the plane for no good reason.

  • Initial Complaint

    Date:03/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ************************************************************************************************

  • Initial Complaint

    Date:01/16/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My flight CX 751 in ********* to ******* on 14 January 2025 has been rescheduled and my plans have been completely changed.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally demand a refund of $862.30, representing the cost of a ticket purchased for my infant to have their own seat on a Cathay Pacific flight, which was not honored. This incident occurred during travel booked via (***********), and the failure to provide the agreed service appears to contravene Cathay Pacifics stated policies.Incident Summary On February 29, 2024, I purchased two tickets on *********** for a Cathay Pacific flight from ******** to ********, with a stopover in *********. The booking included one adult and one infant under the age of two years, each with their own seat. The total cost of the tickets was $1,939.40, with $862.30 allocated for the infants seat.The flight itinerary was as follows:Departure: ******** on March 2, 2024 Stopover: ********* on March 3, 2024 Final Destination: ******** on March 3, 2024 Despite purchasing a ticket specifically for an infant in their own seat and confirming this arrangement with Cathay Pacific prior to travel, flight attendants on both legs of the journey required my wife, to hold the infant in her lap for the entirety of the flight (over 17 hours in total). They provided a seat belt attachment to tether the infant to my wife, contrary to the purchased tickets terms.

  • Initial Complaint

    Date:11/24/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This airline is so bad it doesn't deserve a single star. My friends missed their flight because of the weather and had a round trip booked. The airline canceled the flight without emailing or informing me, stating it's their policy. When I inquired about the policy of canceling return flights, they just said that's their policy. I spent $490 on two tickets, and they're unwilling to give me a refund. This airline is absolutely terrible, and I wouldn't recommend it to anyone.

  • Initial Complaint

    Date:10/16/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint Description:In May 2022, I transferred ****** *********** points to Cathay Pacific's Asia Miles loyalty program to book an award flight. The website required me to have the miles in my account before proceeding with the booking. After the transfer, the flight I wanted to book was unavailable due to a "ghost ticket," meaning the availability shown was inaccurate.Since then, my miles have expired, and Cathay Pacific (via Asia Miles) has refused to reinstate them, despite the fact that the miles hold a value of over $900. Moreover, I never received any notificationsby email or textinforming me that my miles were close to expiring, which I find to be a major lapse in customer service.The lack of transparency and proper notification about the miles' expiration makes this situation even more frustrating. I feel that Cathay Pacific failed to communicate effectively with its customers regarding critical account information.I request that Cathay Pacific reinstate my ****** expired miles and improve their notification system to ensure customers are informed about upcoming expirations.Desired Resolution:I would like my ****** expired miles reinstated to my Asia Miles account, and I recommend that Cathay Pacific implement a better notification system to alert customers when miles are close to expiring.

  • Initial Complaint

    Date:10/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a flight with Cathat Pacific. My journey to ****** was fine, my return flight was the problem. I paid for, and selected, a seat with extra leg room. I did not get that seat, nor did I get any seat with extra leg room. So I paid for something I did not get. This took place on Oct 7, 2024. Here is their response:"We appreciate how important seating arrangements are to our customers. I am sorry that the seat you reserved were no longer available. Unfortunately, due to a change of aircraft before departure, we were unable to honour your original seats. I would like to apologise for the inconvenience we caused you.Kindly allow us to explain that due to operational reasons, we do not guarantee seat requests. During schedule changes, the aircraft may also change at times, resulting in seat changes. In the event of an aircraft switch, passengers will be assigned a seat as the original one or similar, subject to seat availability. Please note this process is automated and the passengers may not get their preferred choice of seat."

  • Initial Complaint

    Date:09/13/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Priority Seating is free for all the passengers traveling with the infant. I am disputing the additional charges added to the reservation of $87.24 for priority seating which is already included in the other reservation charged for infant $697.70.I have detailed the issue in the cover letter and created the case with Cathay Pacific Case Number: ******** Extra charged Ticket number - 160 ********** Infant Ticket Number - 160-2394858327

Cathay Pacific Airways LTD is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.