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Customer support and self-service

Find a range of popular customer self-service options as well as helpful contact information.

General enquiries

Customer Sales Center

Japan

Flight enquiries: 0120-46-38380120-46-3838
Mon-Sat 09:00 – 17:30
Closed on Sunday and Public Holidays
Enquiries in English are available 24 hours a day, 7 days a week

Hotels and packages#: 0120-886-8770120-886-877
Mon-Fri 09:00 - 17:30
Closed on Saturdays, Sundays and Public Holidays

From overseas and IP telephone: +81 3-6746-1000+81 3-6746-1000

Baggage and other enquires


# Hotel and Package Enquiries will be handled by Cathay Pacific Holidays Japan


If you have any query about your reservation, please email: tyo_eservice@cathaypacific.com with your full name along with either your reservation number (six digits) or ticket number, or flight number and departure date to help us identify your booking.
We will reply within 48 hours except SAT/SUN and public holidays.

Other countries / regions

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Worldwide office
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Marco Polo Club

Worldwide toll-free

Green/ Silver/ Gold: +800 2747-5500
Diamond: +800 2747-3888
24 hours a day, 7 days a week

Hong Kong

Green/ Silver/ Gold: 2747-5500
24 hours a day, 7 days a week
Green/ Silver/ Gold (Mandarin): 800 938088
08:00 - 23:00, Monday to Saturday, including public holidays

Diamond: 2747-3888
24 hours a day, 7 days a week

More details

Asia Miles

Hong Kong

2747-3838
800 938038 (Mandarin service)

24 hours a day, 7 days a week

More details

For tickets purchased through our Customer Sales Center in Japan, our airport office in Japan (except Sapporo and Okinawa) or Cathay Pacific Website, receipts can be requested at tyo_receipt@cathaypacific.com. We cannot issue the receipt for the ticket which is purchased through travel agent. Please contact your travel agent directly.

For the receipt purchased as Hotels and Packages, please contact Cathay Pacific Holidays.

Please provide the following information only (as we will not be able to handle other requests through this email) :

Each ticket number is automatically generated after each payment. If your ticket has been re-issued due to any changes that involve additional charges, and you wish to obtain a receipt of the initial payment, please provide the original ticket number.

  • Your ticket number (i.e. 160-2345678901)
  • Your name as shown on the ticket (i.e.: Suzuki/Taro Mr)
  • Your email address where to send the receipt to

Your request be processed within the next 48 hours. If the details you have provided are incorrect, we will not be able to issue a receipt for you. 

Note: Receipts can only be issued for tickets purchased within Japan for departure from Japan or for tickets purchased via Cathay Pacific Website.

For more details, please see FAQ.