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Our commitment to you

We want to move you forward in life. On every journey, we want to make things as easy as possible - even when plans have to change. Here, you’ll find your rights and our service commitments to you.

Rebook and refund

You can make changes to your travel or cancel your ticket and request a refund, if you booked with us through our website (www.cathaypacific.com), mobile app, Global Contact Centre or direct messaging channels (like LiveChat, WhatsApp, Facebook or Twitter).

If your ticket is eligible for a refund, we will issue it as quickly as possible, but please keep in mind applicable service charges are not refundable. Once we have received your refund request, your money will be returned to you within 7 working days if you used a credit card or PayPal account to purchase your ticket, and within 20 calendar days for cash, cheque or bank transfer refunds. If you have already flown part of your journey, we will refund the difference between the total roundtrip fare and the applicable one-way fare.

If the air travel portion of your ticket is non-refundable, you may still be eligible for a refund on the unused tax, fees or charges, most (but not all) of which are refundable.

If your plans change, please remember to change or cancel your booking at least 90 minutes before your flight’s departure time. Otherwise, you may still be charged even though you did not travel as scheduled.

If you book through a travel agent or third-party website (e.g. Expedia), you will need to contact them directly to change your travel or request a refund, as eligibility depends on their terms and conditions.

If you request a refund from your travel agent, we will authorise refunds within 30 days for totally unused tickets and within two months for partially used tickets once we receive a refund application from your travel agent or the third-party website.

Sometimes, we may have to change your seat if the aircraft operating your flight changes from planned or we encounter other operational issues. If you paid to reserve your seat in advance and we cannot provide you with this seat, you are entitled to a refund of the seat reservation fee.

You can request a refund within 14 days after your flight departure date by filling out our form, or by contacting your local reservations office or our Global Contact Centre. Refunds will be made in the currency and original form of payment used during purchase.

Handling your baggage

Depending on your itinerary and class of travel, your ticket with us allows you to check in baggage up to a maximum weight, or a specified number of pieces for free. Marco Polo members and eligible oneworld frequent flyers may be allowed additional baggage.

You can find how much free baggage you are entitled to check in, and whether it is weight based or piece based, on your itinerary or your e-ticket receipt. You can also view it at any time in Manage Booking.

For full details on our baggage allowances and other policies, please visit Baggage information.

If you are planning on travelling with more check in baggage than your allowance, we recommend taking advantage of our prepaid extra baggage service. Passengers on select routes can pay to increase their baggage allowance up to 24 hours before departure and enjoy up to 10% off the amount charged at the airport.

If you have left an item on board one of our aircraft, please contact the Baggage Services office at your arrival airport.

If you have left an item on a codeshare flight, please contact the operating carrier.

We strive to ensure that you and your baggage travel on the same flight and that baggage is delivered to you on time. However, there are many factors that can cause baggage to be delayed, including airport security requirements, Customs, Immigration & Quarantine procedures, large scale operational disruptions, weather, and/or the handling of baggage by other carriers (for itineraries involving more than one airline). If your baggage is delayed, we will do all we can to return it to you. Most delayed baggage is returned within 24 hours.

Please note that some items are not meant to travel in your checked baggage, such as fragile items, perishable food, valuables (jewellery, money, keys) and identification documents. You must not place any electronic items such as cameras or computers in your checked baggage. These items have lithium batteries and are considered dangerous goods.

If you are unable to locate your baggage upon arrival, please notify one of our baggage services agents before you leave the baggage arrival hall. The agent will help you file a report so we can locate your baggage and follow-up with you. You will receive periodic updates on the status of your baggage, and you can check the status at this link.

Once we have located your baggage, a delivery company will return the baggage to your local address at our expense.

If your baggage is damaged or in the rare circumstances that we cannot find it, you can submit a claim.

Please also note that we do not cover damage to your baggage that is considered general wear and tear or any damage that could be reasonably considered to have occurred as part of normal air travel. This includes scratches, dents, cuts as well as damage to or loss of zippers, locks, wheels or other external parts of your baggage.

Special travel needs

We give a warm welcome to families and offer child-friendly entertainment and meals on board.

There are two types of tickets available for infants aged 7 days to 24 months: infant or child tickets. An infant ticket provides a limited baggage allowance but does not include a separate seat – so the infant must sit on your lap throughout the flight. A child ticket includes a dedicated seat and a standard baggage allowance. If you plan to bring a car seat or other safety device onboard, please make sure that it meets air travel requirement.

A parent or guardian (aged 18 or above) is required to travel in the same cabin as the infant at all times. Each parent or guardian may bring a maximum of two infants.

If your children are between 2 and 12 years old, you should purchase child tickets. Keep in mind that they need to be accompanied by a parent or guardian at all times. Children under 6 years old must travel in the same cabin class with their parents or guardians.

To learn more about infant or child tickets, please visit travelling with children or contact our Global Contact Centre.

We will do everything possible to make sure children are well looked after and comfortable throughout their journey with us. Here is what you should know based on the age of your travelling children.

0 to 5 years old
Children must travel with a parent or guardian. For more details, please visit our page on travelling with children.

6 to under 12 years old
If your child is travelling alone, you will need to book our unaccompanied minor service. For a small charge, this service will ensure your child is looked after throughout their journey, which means from the moment you leave them with us at the airport until they are collected at their destination.

This service is not required if the child is accompanied by an adult passenger who is at least 18 years old.

12 to under 18 years old
You are not required to make any special arrangements. However, you can still take advantage of the unaccompanied minor service if you would like additional care and attention to be paid to the child.

We aim to provide every customer with a safe, comfortable and hassle-free journey. If you have special requirements or need additional assistance, we are here to help.

We offer a range of services for customers with specific travel needs - please contact us well in advance of your flight so that we can arrange the services you require. Although not all services require advance notice, we recommend letting us know so we can be ready to look after you.

For more details, visit our page on Travelling with specific needs.

We offer a large variety of special meals which meet most religious, medical and dietary requirements. To book a special meal, please make your request via Manage Booking or by contacting our Global Contact Centres. Orders for special meals must be made at least 24 hours before your scheduled flight.

We do our best to ensure that your special meal is loaded on your flight. Sometimes, during disruptions or if we have to rebook you to one of our partner airlines on short notice, we cannot guarantee the transfer of your request.

If you are flying Business Class, we have made it easy for you to browse our delicious meal options and make your selection in advance of your scheduled departure. Simply log in to Manage Booking to view the inflight menu and make your choice. Ordering opens 10 days before the flight, and closes 24 hours before departure for eligible long-haul flights.

If you change your mind after you have already booked your meal, simply pick a new dish in Manage Booking or cancel your request completely.

If your journey does not go to plan

We know the importance of getting you to your destination on time. At times, our schedule may be disrupted by weather conditions such as typhoons or snowstorms or technical and other operational issues. This may result in a change, delay or even cancellation of your flight. We understand this is frustrating and are committed to sharing updates with you as quickly and efficiently as possible.

Our notiFLY messages are the fastest and easiest way to receive timely updates. If you provide your personal contact details when you book, we will be able to send you new flight details if we have to change your flight. This notification may include new estimated departure dates and times, reason for the delay or cancellation, and in most cases a link to our self-rebooking chatbot where you can rearrange your journey if needed.

You can also update your contact information or find updated flight information online under Manage Booking.

Once we become aware of a flight delay, cancellation or diversion, we will let you know as soon as possible through our website and mobile app. We will also update our flight information on screens at the airport on the day of the flight. Enrolled passengers will receive timely updates through our notiFLY messages, including information on estimated departure times, gate numbers and reasons for the delay, cancellation or diversion.

When a flight is cancelled or if you miss a connecting flight, we will do our best to minimise the inconvenience. In most cases, we will rebook you on the next available Cathay Pacific flight. In extenuating circumstances, we may need to rebook you with one of our airline partners. Whenever we can, we will give you the ability to choose alternative flights if the option we offered does not suit your needs.

If a delay or cancellation occurs due to a reason within our control, we will take care of your immediate needs and wellbeing. If you are in your home city, we will reimburse you for the cost of your transport home and back to the airport. If you are away from home, we will do our best to provide you with meals and hotel accommodation. If we are unable to provide these, we will reimburse reasonable expenses with proof of receipt, which you can submit here.

For flight delays or cancellations that are caused by events beyond our control, such as the weather, we will do our best to assist you, but we will not be responsible for your additional costs or expenses. If you plan to make a private travel insurance claim, our notiFLY message(s) can be used in support of your claim.

Overbooking is a common airline industry practice. A number of passengers cancel at the last minute or do not show up for a flight. To ensure our flights operate at full capacity, we may overbook flights to account for such last minute changes. This does not occur often, but in the event it does, and there are more passengers with confirmed reservations than vacant seats available, you may be asked if you want to give up your seat voluntarily. In return, we will reschedule your travel and provide compensation.

In rare circumstances, if there are not enough passengers willing to give up their seats voluntarily, you may be denied boarding on an involuntary basis. If you are denied boarding on an involuntary basis due to overbooking, we will reschedule your travel and provide involuntary denied boarding compensation. We will usually rebook you on the next available Cathay Pacific flight to the final destination indicated on your ticket. In exceptional circumstances, we may need to rebook you on one of our airline partners. We will also consider a flight on a later date upon your request.

If you are not accepted for travel on one of our flights because you do not meet the necessary entry requirements for your destination, you will not be eligible for compensation.



Sometimes a cabin may be overbooked or we may have to change to an aircraft that has a different seating configuration.

If we have to provide you with a seat in a cabin lower than the one indicated on your ticket, we will provide you with a refund that reflects the difference in fare between the cabin you paid for and the cabin you travelled in. In some countries, the way we calculate this is provided by law. In others, our downgrade policy will determine the amount.

 

Feedback and data privacy

We are committed to becoming one of the world’s greatest service brands. We have a dedicated team ready to assist you with your travel needs, and they will do their best to resolve issues that may arise during your trip.

If you would like to share a recent experience with us, please visit us here and tell us all about it.

When you use our services, you entrust us with your personal information (Personal Data) and we are committed to protecting it. For more details on what personal information we collect, how we use it, and your data privacy rights, please visit our Customer privacy policy page.

Passenger rights and regulations