Cathay Pacific’s Customer Commitment:
Our vision is to be the world’s best airline. Being the best means we always strive to excel in everything we do. Our dynamic team provides the highest quality of service so that you are happy you chose Cathay Pacific.
Our mission is to put safety first, provide outstanding products and services and deliver service straight from the heart.
Cathay Pacific aircraft depart more than 138,000 times each year, serving more than 26 million customers in 142 destinations in 39 countries.
This Customer Service Plan outlines twelve important areas that assure customers of our high service standards and that we have measures in place to deliver them. While Cathay Pacific may apply some of the policies discussed below in more than one country, this document is intended only for customers enquiring about, booking, or travelling on flights to and from the United States. It is organised according to the twelve areas addressed in U.S. Department of Transportation regulations:
Customers enquiring about a fare or booking through our United States website, or our reservations hotlines in the United States will be offered our lowest available fares that meet customers’ travel requirements. At other carrier locations, such as ticket counters in the US, we will tell you if we offer a lower fare elsewhere.
Here is advice for finding our lowest fares:
When Cathay Pacific knows of a significant flight delay, cancellation, or diversion within seven (7) calendar days of a scheduled departure to, from, or within the US, it will endeavour to provide customers timely updates online, at U.S. airports, and through its notiFLY messaging system. Such updates, based on the best information available at the time, may include provisional or estimated departure times and reasons for the delay, cancellation or diversion. On January 24, 2012, specific standards for these updates will take effect for travel to and from the United States; those standards will be included in this Plan at that time
It is our intention to ensure that our customers and their baggage travel on the same flight and that baggage is delivered to our customers on time. In case your baggage is delayed, we will make every reasonable effort to return it to you within 24 hours. There are a number of factors that can cause baggage to be delayed, sometimes for more than 24 hours. These include: customs and immigration procedures, unusual operational interruptions, and/or the handling of baggage by other carriers (for itineraries involving more than one airline).
If you are unable to locate a bag upon arrival, you should notify a Cathay Pacific baggage services agent prior to customs clearance. A report will be filed for you at that time, and you will be given a phone number for follow-up. You will receive periodic updates regarding the status of your baggage. You may also view the status of your bags on http://www.cathaypacific.com/cx/en_US/travel-information/baggage/lost-or-damaged-baggage.html.
Once a delayed bag is located, a delivery company will return the bag to your local address at our expense. Listed below are some circumstances that may inhibit our ability to return your bag within 24 hours:
We will attempt to contact all customers whose unclaimed checked baggage contains contact information.
A record of your delayed baggage, once you report it, is available at http://www.cathaypacific.com/cx/en_US/travel-information/baggage/lost-or-damaged-baggage.html, which includes the contact information and delivery address you provided when you filed your report. Should you need to change this information, please send us a message or make a call to the phone number provided to you when filing your report.
Subject to international agreements and conventions that may limit compensation, we will compensate you for reasonable expenses that incur as a result of the delay in delivery. We also will reimburse you for any airline fees charged for transporting a bag that is not recovered. Please send us the supporting documents or call the phone number provided to you when filing your report.
Although statistics suggest it is highly likely your baggage will arrive with you, there is a possibility it might inadvertently be misrouted. For this reason, it is important to place your name, address, and telephone number(s) on the outside and inside of your baggage. This will also make your baggage easier to identify when claiming it at your destination. You are also advised to carry certain items onboard with you; these include, but are not limited to, travel documents, medication, jewellery, cash, keys, business documents, electronics and other items of high value.
On January 24, 2012, Cathay Pacific will implement new US standards that will allow purchasers in the US, for bookings made 7 days or earlier before departure, involving itineraries to/from USA, to either:
(i) hold bookings for 24 hours at quoted fares without payment for bookings made via the worldwide reservations office or
(ii) within 24 hours after purchase, cancel paid reservations for a full refund, for bookings made via the internet on the US site.
General refund policy
Refund Procedures and Amount
We strive to provide a respectful, attentive and caring service to our customers with disabilities and unaccompanied minors in making our customers’ travel experience with Cathay Pacific as safe, comfortable and convenient as possible at all times.
Customers with Disabilities
We endeavour to ensure that our customers’ needs are met, and our flights and services are in full compliance with all applicable regulations. We are specially trained to deliver our commitment to our customers with disabilities.
We recognise that our customers may need special assistance during their travel. For assistance, customers should contact our staff when arriving at the airport. However, certain service requests require advance notice so that better accommodation for individuals’ needs can be met. For more details, please refer to Disability Assistance on our website or contact our local reservations office.
During lengthy tarmac delays, our airport staff and crew will make every effort to properly accommodate and assist customers with disabilities.
Unaccompanied Children and Minors
Young customers travelling alone are welcome on our flights under certain circumstances.
We provide, for a fee, Unaccompanied Minors Service for children aged 6 to under 12 years to travel alone. This service is extended to children aged 12 to under 18 years at the request of their parent or guardian.
The safety and well being of the young customers are our top priorities. Arrangement for Unaccompanied Minors service is required at least 24 hours notice in advance. Fees and service charges apply for this service.
Cathay Pacific will care for the passengers using the Unaccompanied Minors service throughout the journey until the passenger is met by the nominated adult at the arriving airport. The responsible person meeting the child at the arrival airport must provide proof of identification before the child is handed over.
If there is a possibility that the child’s flight will be delayed or misconnected for any reason, the parent/guardian will be notified, and in certain circumstances (such as a lengthy delay) this individual may be required to pick up the Unaccompanied Minor at the airport.
Tarmac delays may happen due to various reasons such as safety requirements, unfavourable weather conditions, air traffic congestion and other operational factors. Cathay Pacific always strives for the highest quality service so that our customers are happy they have chosen to fly with us. In this respect, we have developed a comprehensive contingency plan, making sure we consistently meet our customers' essential needs in the event of a lengthy tarmac delay. You may review our tarmac delay plan.
Oversales or overbooking is a common industry practice, due to the number of passengers that cancel their bookings close to departure or fail to show up for a flight.
If at the time of departure, there are still more passengers with confirmed reservations than vacant seats available, our airport team will provide information about our denied boarding policy and passengers will be asked to give up their seats voluntarily in exchange for a compensation. In rare circumstances, should there be not enough passengers willing to give up their seats voluntarily, other passengers may be denied boarding on an involuntary basis. Apart from a few exceptions, under such circumstances, passengers denied boarding involuntarily will be entitled to the denied boarding compensation in line with US Department of Transportation regulations.
Passengers denied boarding due to oversales will be treated with fairness and consistency and as described in our policies and procedures. They generally will be protected or rerouted to the final destination of the ticket presented at check-in by the first available flight(s) or at a later date if the passenger requests.
Our US website and our US reservation agents can assist you with the following information:
Terms and conditions, including cancellation policies, that affect your travel.
All tickets purchased are subject to the Cathay Pacific Conditions of Carriage and the terms regarding cancellations, fares, taxes, baggage, policies and processes and other important conditions of your travel with Cathay Pacific. Our Conditions of Carriage are available at our website at www.cathaypacific.com/en_US/legal. All tickets are also subject to additional special terms and conditions based on the fare paid. Such terms and conditions are available for your review prior to purchase of the ticket.
Information on aircraft seat configurations and lavatories.
This information is available for Cathay Pacific aircraft on our website at Our Fleet . Please note that operational considerations may sometimes require that we change the aircraft to be used for a particular flight.
Frequent flyer programme information.
You can find terms and conditions for our Asia Miles programme at www.asiamiles.com/am/en/site/terms.
Sometimes the itinerary of a scheduled flight will change more than seven (7) days before the scheduled departure. In that case, Cathay Pacific will make that information available in a timely manner: in your booking profile (online under Manage My Booking); upon request from our reservations agents; and on the flight status page once information is made available there for the flight.
Your Experience with Us
We are committed to delivering the best products and services to our customers. We have a dedicated team of front line staff ready to assist you with your travel needs. They will do their best to resolve problems that may arise during your trip.
Should you have any concerns relating to our products or services, please do share this with us as it will help us provide better customer service. Our Customer Relations department is committed to addressing all customer feedback and concerns, and welcomes the opportunity to respond.
If you direct your written concern to us by letter, or fax, through the address as shown below, or by using the website form information below, we will acknowledge your written concern within 30 days, and provide you a substantive written response within 60 days, of receiving your concerns. We will respond to disability-related concerns within 30 days. The following contact information also can be found on all eTicket confirmations and is available upon request at the US airports we serve.
Cathay Pacific Airways Ltd
Customer Relations Department
5/F, South Tower, Cathay Pacific City,
8 Scenic Road, Hong Kong International Airport,
Lantau Island, Hong Kong
Cathay Pacific Airways Ltd
360 Post Street,
San Francisco, CA 94108
Online feedback form
www.cathaypacific.com -"Contact Us" section
Aviation Consumer Protection Division, US Department of Transportation contacts:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
When flight cancellations or misconnections occur, Cathay Pacific will do its best to mitigate passenger inconvenience. For example:
Our reservations team generally will attempt to contact you via information in your booking record when a delay is known at least 4 hours before departure. If you have made your reservation through a travel agency and the delay is known at least 5 hours before departure, your travel agent will be advised to contact you accordingly.
If a flight is cancelled or delayed, we will do our best to rebook you on our next flight, subject to seat availability.
If you are inconvenienced overnight away from your home or destination for a reason within Cathay Pacific’s control, we may provide meal allowances and hotel accommodations, based on availability, at facilities with which we have contracts. For flight delays or cancellations that are caused by events beyond our control, including but not limited to weather and acts of war or terrorism, we will do our best to assist you, but we will not be responsible for your additional costs or expenses.