Read the reviews below to see the experience other people have had when dealing with customer service from Cathay Pacific.
TERRIBLE CUSTOMER SERVICE! The toll free number is not working. It's always busy. I have been trying to contact them for almost 10 days now. I need to rebook a flight for May 18, 2012. I even tried calling overseas, their Hong Kong office, just to get hold of any representative from the company, but all I get is an automated response. It kept ringing until it hung up on me. I tried several times calling the Hong Kong number, but no success in doing so.
What a rip-off! After they issue the ticket, they don't want to deal with you ever again. NEVER FLY CATHAY PACIFIC!
Trying to get through to the main USA central reservation number for about a week to change ticket. Can't do this online unfortunately. The line is constantly engaged or maybe out of order. Maybe they forgot to pay the phone bill.
I have never encountered such shoddy service before by an airline. Now makes me wonder how the flight is going to be? Should have gone Singapore to Bali.
I have been unable to speak to anyone from Cathay for two days - all lines are busy and even speaking with the staff at the airport is like talking at a brick wall - Cathay was once legendary for its service - now their customer service doesn't exist - if you have shares in Cathay SELL.
Waste of time!!!!!
Can't get through on their help line. Website does not work. How can they get anything done?
No wonder their company value and profits are crashing through the floor.
Hey, Cathay, book up your ideas or end up like PanAm!
This company does Hong Kong a severe dis-service.
I hope their PR/communications team is reading this - I'm going to spread the news far and wide on social media that Cathay Pacific is a dead stick. This is a PR disaster!!!
Tried to book online. Website crashed twice without booking confirmation. Called my credit card company, they said two transactions had been approved. Called to try and rebook with Cathay. Tried for 24 hours to get through on their phone-line without luck. Now the flights I wanted are US$200 more expensive!
Really poor website experience and terrible phone experience. Just could not speak to anyone after trying for over 24 hours.
If there is no other way, fly Cathay! These guys are a joke.
The long wait on the phone is horrible ... just really unreachable both English and Mandarin lines. I was excited to book with CX, but NEVER again. I flight is delay by 5 hours, no email nor phone call ... I found out just because I happened to check my flight on-line!
CX used to be my favourite airline. No longer. The incompetent management has conducted reservation system upgrade without adding the sufficient manpower on the call centre. As a result it is almost impossible to reach them. This week I spent total of over 10 hours (multiple calls lasting more than an hour on hold .. but no one picks up). This is outrageous. The Hong Kong government should suspend their license as CX is no longer able to serve the customer with reliable service. HK is a robust market should be run by someone else.
Concur with the comments made here. It takes on average 45-60 mins before an agent answers the call.
They recently charged me twice for the same booking. and once they refunded the money, i found i was short by over HKD300. This happened again just 5 weeks ago. Was refunded HK230 less than what was charged! Customer service sent me an email 3+ weeks later to basically say tough, no refund.
I no longer dare use CX - they are just too uinreachable.
I need to change a ticket through their frequent flyer club (Marco Polo), but I cannot reach the club in either place.
The change cannot be done online, so I ring, and get told they are very busy and will ring me back - they never do.
I send an email, and get an automated response that they will soon respond - they never do.
Their main reservation line in Sydney, which I go through to after waiting for about an hour, said they cannot help.
Unbelievably bad. I have called the US customer service # over 100 times, but it is always busy. Now calling the number in Hong Kong, which at least puts me on hold, but so far have be not talked to an agent.
The "ManageMyBooking" link on the website doesn't work. It cannot find my reservation with either my booking ref number or my E-ticket number.
Worst. Customer Service. Ever.
I have been trying to reach their 1-800 customer service number for 2 weeks to get business class seat assignments. Permanent busy signal- the "manage my booking" section on their web site does not work either. Neither does an e-mail to their "customer care" group. I am glad I have a few weeks available to get this done.
I was having quite a difficult time getting in touch with customer service. I almost felt like giving up. But, once I did, the booking experience and the re-assurance I got was totally unmatchable. I was really really impressed and glad I got my tickets. There is some technical problem with the phone, but think it is worked out now. I suggest being patient!
I have now spent 2 hours on hold to various call centers trying to cancel 2 flights I have booked with CX. Business class fully refundable tickets that you can't change or cancel online!!! This is not a premium airline service. It is shocking. Please please please will someone answer before I go crazy listening to the Robbie Williams song play over and over.
I have been calling the customer service line at least 10 times a day, every day this entire week from early morning through night time, and EVERY SINGLE TIME I get a busy signal. This is completely outrageous!!
They don't allow flight changes online, so the ONLY way to change your flight is by calling-- but the phone line doesn't work! So now I can't change my current flight, and can't fly on the dates I originally booked. Congratulations, Cathay--you are screwing me out of almost $2,000 because no one will answer the "customer service" phones.
DO NOT FLY CATHAY, they have THE worst "customer service" ever. As in, it doesn't exist at all, and the phone numbers on their web page are a bald-faced lie.
I understand they have changed their systems but I am very sorry to say this: This kind of customer service is not acceptable in today's world. I have been trying to call Marco Polo for almost 10 days and their lines are always busy and there have been times I had to wait almost 4 hours, couple of times more than two hours and I have yet to speak to an individual. People do not have this kind of time.
WORST EXPERIENCE!!!
