Customer rights and regulations
We care about your passenger rights and adhere to a number of regulations. To view our region-specific policies, please select a destination from the dropdown menu below.
(Available in English only)
Customer Service Plan for travellers to and from the United States
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:
- Be flexible with your travel dates. When making a booking online, our travel calendar shows you the best available fares for all flights within 3 days of your preferred travel date
- Avoid peak travel periods such as holidays
- Make your bookings as far in advance as possible
- Sign up for newsletter or check with our reservations agents to learn about our latest promotions.
As soon as Cathay Pacific becomes aware of a flight delay of 30 minutes or more, cancellation, or diversion within seven (7) calendar days of a scheduled departure to, from, or within the US, it will within 30 minutes, provide customers timely updates through Cathay Pacific’s: website, telephone reservation system and boarding gates at U.S. airports on the day of the flight. Cathay Pacific will also provide customers with timely updates through its flight messaging system provided the customer has provided Cathay Pacific with valid contact information. 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.
It is our intention to ensure that your baggage travels with you on the same flight and that baggage is delivered to you 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 https://www.cathaypacific.com/cx/en_US/baggage/lost-and-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:
- No local name, address or phone number is provided
- You are located at a remote area or an "unreachable" address, such as a cruise ship or a camping site
- You changed your delivery address, but did not notify us
- We have limited flight schedules to your destination
- Operational circumstances prevent us from being able to locate or deliver your bag within this timeframe.
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 https://www.cathaypacific.com/cx/en_US/baggage/lost-and-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, urgent need medication 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
- All ticket refunds are subject to the Terms and Conditions of each ticket. Subject to Section 4, some tickets are non-refundable and some tickets are refundable with a handling fee of a specified amount; exceptions may also apply.
- Cathay Pacific generally will not issue refunds for tickets that have expired or are no longer valid.
- We will only process ticket refunds for tickets issued by Cathay Pacific, including our reservations offices and counters in the United States and our U.S. website. If a ticket is not issued by Cathay Pacific, please direct your refund request to the company that issued the ticket.
- If another airline’s ticket has been reissued through Cathay Pacific, please direct your refund request to that other airline.
- You can request a refund of an electronic ticket through our reservations offices in the United States. If a refund request is made for a paper ticket, all unused customer coupons must be surrendered.
- Cathay Pacific will refund, using the same procedures outlined below for tickets, fees charged to a customer for optional services that the customer was unable to use due to an oversale situation or flight cancellation.
Refund procedures and amount
- If the ticket is a refundable one, we will issue a refund subject to the following rules:
- If the ticket is totally unused, the refund will be the full amount paid less any applicable service charges/penalties.
- If the ticket is partially used, the refund will be the difference between the fare paid and the fare for the transportation used, as determined by the applicable fare rules, plus deduction from any applicable service charges/penalties;
- You should cancel your flight booking if you don’t intend to use it. Otherwise, a no-show fee, in addition to any service charge and/or penalty, may be deducted from the refund.
- If the air travel portion of your ticket is non-refundable:
- You should still cancel your flight booking in order to get the refund of any unused tax, fee or charges, most (but not all) of which are refundable;
- The non-refundable portion of a ticket always remains non-refundable. For example, if a ticket is non-refundable, the ticket value remains non-refundable even it is reissued into a refundable ticket.
- For an involuntary downgrade refund, the refund amount should be the proportional fare difference between the ticketed class and the actual class of travel.
- We may refuse to make a refund in a currency other than the currency of purchase, or in a country other than the country in which the purchase was originally made. If we make it at our discretion to pay the ticket refund in other currency (i.e. other than the original ticket payment currency), it will be converted at the prevailing bank rate of the date of refund.
- Tickets will be refunded only to the person named on the ticket as the customer, except:
- Tickets purchased with a credit card will be refunded to the account of the credit card used.
- Tickets issued with a prepaid ticket advice will be refunded only to the purchaser.
- Guarantee payment collected via a MCO (miscellaneous charge order) will be refunded to the account of the credit card used for the purchase of the original ticket.
- Tickets issued with a government transportation request will be refunded to the government agency that issued the transportation request.
- For eligible refund requests, we will make every effort to provide refunds as set out below:
- For tickets purchased with a credit card by U.S. residents, or in the US by non-US residents, for Cathay Pacific flights to, from, or through the US, we will instruct the credit card issuer to provide a refund within 7 calendar days after we receive required refund information. Refunds for purchases in the US of Cathay Pacific flights to, from, or through the US by any other means, including cash, cheques, or MCOs, will be issued within 20 calendar days after we receive required refund information.
- For credit card refunds, we will notify the credit card issuer as described above, but when the refund is credited to your credit card account depends on the cut-off date set by the card issuing bank. It is not unusual for the refund credit to appear in the succeeding monthly credit card statement. You may verify the refund receipt directly with your card issuing bank.
- If the ticket is purchased through a travel agent, the ticket refund should be processed by the same travel agent. Travel agent may submit refund applications through BSPlink for the airline’s approval. We will comply with IATA Resolution 824r to ensure that:
- For totally unused tickets, we will authorise no later than the succeeding remittance date, or within 30 days, after the refund application is received from the agent.
- For partly used tickets, we will authorise no later than two months after the refund application is received from the agent.
- To ensure a prompt refund, you should submit the following required documentation and information, along with your contact information such as telephone number and/or email address when making the refund request:
- For a paper ticket, surrender the original unused flight coupons
- For an electronic ticket, the ticket number
- There is no need to provide us the credit card number if the ticket is purchased with a credit card. We will refund the amount to the account of the credit card used for the purchase. However, if the ticket is purchased with cash or cheque, for bank transfer, you will need to provide us the bank details (e.g. bank name, bank branch code, bank account number, account holder name and email address) to receive the refund; for a refund cheque, you need to provide us the payee’s name and address. The payee’s name must be the same of the customer’s shown on the ticket, unless it is stated on the ticket with special instructions.
- Certain refund requests cannot be accommodated in the above time frames. They include, but are not limited to:
- Refunds of lost paper tickets. These must be held for 90 days to ensure that they are not found and used.
- Tickets with adjustments that require verification of the itinerary and class of service provided. (For example, difference between involuntary downgrade from a higher class of service paid for and lower class of service actually provided by a carrier other than Cathay Pacific) This can take up to 60 days.
We strive to provide a respectful, attentive and caring service for you, no matter what your travel needs. If you have any special requirements or needs, we ask that you give us as much advance notice as possible to ensure we are ready to look after you. We also offer special services for unaccompanied minors, making their travel experience with Cathay Pacific as safe, comfortable and convenient as possible at all times.
Customers with disabilities and special needs
We endeavour to ensure that your 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 and special needs.
We recognise that you may need special assistance during their travel. For assistance, please 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, an 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. Booking the unaccompanied minors service should be done at least 24 hours notice in advance. Fees and service charges apply for this service.
Cathay Pacific will care for the customers using the unaccompanied minors service throughout the journey until the customer 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 you are happy that you chose to fly with us. In this respect, we have developed a comprehensive contingency plan, making sure we consistently meet your 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 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 ready to assist you with your travel needs, and they will do their best to resolve issues that may arise during your trip.
Our Customer Care team is committed to addressing all customer feedback and concerns. Should you have any concerns relating to our products or services, please do share this with us as your feedback is important and is always considered when we review or improve our services.
Please use our online form. Upon submission, you will receive an email acknowledgement and reference number. If you direct your written concern to us by letter through the address below, we will acknowledge your written concern within 30 days, and provide you a substantive written response within 60 days. We will respond to disability-related concerns within 30 days. The following contact information can also be found on all e-Tticket confirmations and is available upon request at the US airports we serve.
Online feedback form
www.cathaypacific.com -"Contact Us" section
Cathay Pacific Airways Ltd
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
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 customer inconvenience. For example:
When a delay is known at least 4 hours before departure, we will attempt to contact you via the contact details provided in your booking record. This could be an email, sms or push notification to the Cathay Pacific app. 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 to your final destination, subject to seat availability. If you booked through a travel agency, we may also require them to assist in the rebooking process.
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.
Customer Service Plan for travellers to and from Canada
The Canadian Transportation Agency (CTA) outlines Air Passenger Protection Regulations (APPR) for airlines flying to, from and within Canada. You can view more on the Canadian Transportation Agency, Link opens in a new window operated by external parties and may not conform to the same accessibility policies as Cathay Pacific ’s website.
While Cathay Pacific may apply some of the policies discussed below in more than one country, this information is intended for passengers only travelling on flights to, from and within Canada, including connecting flights.
If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.
Si l’embarquement vous est refusé ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.
In the event of a delay, cancellation or denial of boarding, we will notify passengers as soon as possible, detailing the reasons for the disruption and providing regular status updates. This will be communicated by audible announcements, visible announcements (upon request) and other available communication methods the passenger has selected. Accessible communication will be provided to passengers with disabilities.
Once the original scheduled departure time has passed, these status updates will be communicated every 30 minutes until a new take-off time is confirmed or an alternative travel arrangement is booked.
Denied boarding occurs when the overall number of passengers is greater than the number of seats that may be safely occupied.
If denial of boarding is necessary due to situations within our control, or within our control but required for safety purposes, we will first ask passengers if they are willing to give up their seat in exchange for an agreed amount of compensation, which must be presented in writing.
If a volunteer cannot be found, passengers denied boarding for reasons within our control, or within our control and required for safety purposes, are entitled to the same standards of treatment for delays and cancellations. They are also immediately entitled to their choice of rebooking and refund requirements.
If the denial of boarding is within our control and not required for safety reasons, we will pay compensation to the passenger based on the delay in arriving at their destination:
- Less than 6 hours: CAN$900
- 6 or more hours, but less than 9 hours: CAN$1,800
- 9 or more hours: CAN$2,400
We will arrange payment to passengers who are eligible for denied boarding compensation as soon as is operationally feasible, but not later than 48 hours after boarding is denied.
We will offer compensation in monetary form (e.g. cash, cheque, electronic deposit etc.) or alternative forms of compensation (e.g. vouchers or rebates). Passengers have the right to select the option they prefer. Alternative forms of compensation may be offered, but will be of higher value than the monetary compensation that is required, and should never expire.
If we are unable to provide compensation before the passenger’s new departure time, we will provide written confirmation of the amount owed. We will also adjust the amount of compensation accordingly if the passenger arrives at their destination later than anticipated.
If a denial of boarding is necessary, we will give boarding priority to passengers in the following order:
- an unaccompanied minor;
- a person with a disability and their support person, service animal, or emotional support animal, if any;
- a passenger who is travelling with family members; and
- a passenger who was previously denied boarding on the same ticket.
In the event of a tarmac delay at a Canadian airport, we will provide the following minimum standards of treatment:
- Access to working lavatories;
- Proper ventilation;
- Food and drink;
- The ability to communicate with people outside the plane free of charge, if feasible
We will provide an opportunity for passengers to disembark:
- Three hours after the aircraft doors have been closed for take-off; and
- Three hours after the flight has landed, or at any earlier time if it is feasible
In order to ensure passengers reach their destination, we are permitted to stay on the tarmac for one additional 45-minute window, should take-off be imminent.
The Montréal Convention sets the maximum liability for damages for lost, damaged or delayed baggage during international travel at 1,131 Special Drawing Rights (SDR). In addition, the regulations require the reimbursement of any baggage fees.
Depending on the size and weight of the instrument, passengers may need to check their instrument into the hold, or buy an extra seat.
Passengers are welcome to bring small musical instruments, like flutes or violins, onto the plane as part of their hand baggage allowance. If there is no stowage space available, the instrument will have to be checked into the hold.
Dimensions should not exceed 93 x 39 x 24cm or 36 x 15 x 9in (height x width x depth) including the case. Weight should not exceed 7kg (15lbs) including the case.
Large musical instruments, like guitars or cellos, which exceed the above limits or the cabin baggage allowance, must be checked into the hold. Standard weight and dimension restrictions for check-in baggage apply (these dimensions include the hard case of the instrument).
If a passenger exceeds their check-in baggage allowance, they can purchase extra baggage. The maximum weight for extra baggage is 32kg (70lbs) with a maximum of 158cm (62in in) total dimensions. Total dimension is the sum of a bag's width, height and length. Extra baggage charges apply.
Stowing your instrument in the cabin
Passengers can store larger musical instruments on a purchased seat if they do not want to check them in. Instruments must be stored in a hard case – our ground staff will fasten it upright into the seat in the canvas bag provided.
Dimensions should not exceed 136 x 48 x 44cm or 54 x 19 x 17in (height, in vertical position x width x depth) including the case. Weight should not exceed 32kg (70lbs) including the case.
Passengers who would like to purchase an extra seat for a musical instrument are advised to contact their local reservations office at least three working days before departure.
Travelling in First and Business class
Seats in First and Business class may be able to accommodate a musical instrument in an upright position or a musical instrument exceeding the common dimensions of 136 x 48 x 44cm (54 x 19 x 17in). Passengers may contact their local reservations office or local travel agent for details.
Change of aircraft
If there's no stowage space due to a change of aircraft, we reserve the right to refuse to carry your instrument on the grounds of safety. If there is adequate space in the cabin, you may have the option of purchasing a seat for your instrument if it meets our dimension limitations (see "Stowing your instrument in the cabin" above).
If a flight has been delayed for three hours or more, or if a flight has been cancelled, we will arrange a rebooking. The passenger will be rebooked on the next available Cathay Pacific flight from the airport indicated on the ticket using a reasonable route.
Alternate arrangement (reroute or refund)
For delays and cancellations within our control, if the next available flight would depart nine hours or more after the original scheduled departure time, we will rebook the passenger on another airline.
If we are unable to rebook the passenger on a flight leaving the airport on the ticket within 48 hours of the original departure time, we will arrange transportation for the passenger to a nearby airport, where available, and book them on a flight from that airport using a reasonable route.
Rebooking must be done under comparable conditions (e.g. same class of service). If the rebooking is made in a lower class of service, we will arrange for a refund of the difference. If the rebooking is made in a higher level of service, we will not request any supplementary payment.
If the offered rebooking does not meet the passenger’s travel needs, the passenger will be entitled to a refund. The passenger will, in addition to a refund, also be entitled to a lump sum payment of CAN$400, reflecting the applicable minimum compensation for delays of at least three hours but less than six hours (see “Minimum levels of compensation” below).
For delays or cancellations outside of our control, if the Cathay Pacific next available flight is not scheduled to depart within 48 hours, we will rebook the passenger on another airline, including those departing from a nearby airport.
Standards of treatment
We will meet the minimum standards of treatment established by the APPR for all flight delays and cancellations that are either:
- within Cathay Pacific’s control, or;
- within Cathay Pacific’s control but required for safety purposes, where the customer has been informed of the delay less than 12 hours before the departure time
Once a departure has been delayed by two hours, we will provide access to a means of communication. We will also provide passengers with food and drink in reasonable quantities, taking into account the length of the delay, time of day, and the location of the delay.
If a delay is expected to extend overnight, we will provide hotel or other reasonable accommodation, including transportation to and from the accommodation. This will be provided free of charge to the passenger.
Minimum levels of compensation
We will provide compensation for delays and cancellations in situations within our control that are not required for safety.
When a passenger is informed of a delay or cancellation 14 days or less before departure, we will compensate the passenger based on the length of the delay upon arrival at the final destination:
- 3 or more hours, but less than 6 hours: CAN$400
- 6 or more hours, but less than 9 hours: CAN$700
- 9 or more hours: CAN$1,000
Compensation shall be offered in cash or equivalent (including electronic payments), but passengers can choose to accept other forms of compensation, which must be of greater value and cannot expire.
Deadline to file request
Passengers must file a request for compensation with the Customer Relations Department within one year of the flight delay or flight cancellation in order to receive the minimum compensation.
Deadline to respond
The Customer Relations Department will provide compensation, or an explanation as to why compensation is not payable, within 30 days of receiving the request.
The Customer Relations Department will not refuse a passenger’s claim based on the their eligibility for compensation under a different passenger rights regime. However, passengers will only be able to receive compensation under these regulations if they have not already received compensation for the same event under a different regime.
We will facilitate the seating of children under the age of 14 years in close proximity to their parent, guardian, or tutor at no extra cost.
Proximity to adult’s seat:
Under the age of 5: Assignment of a seat that is adjacent to their parent, guardian or tutor’s seat.
Aged 5 to 11: A seat is in the same row that is separated from their parent, guardian or tutor’s by no more than one seat.
Aged 12 or 13: A seat that is separated from the row of their parent, guardian or tutor’s seat by no more than one row.
If we are unable to assign appropriate seats in advance, we will:
1. Assign seats at the time of check-in, if possible;
2. If it is not possible to assign seats at the time of check-in, ask for volunteers to change seats at the time of boarding, and;
3. If it is not possible to assign seats at the time of check-in and no customer has volunteered to change seats at the time of boarding, ask again for volunteers to change seats before take-off
We will try to ensure children are seated in close proximity to their parents, guardians or tutors. Each of the above stages must be attempted to arrange appropriate seating.
List of airlines banned within the EU
The European Commission publishes, and updates from time to time (normally every three months), a list of air carriers banned from operating within the EC for safety reasons. The blacklist is accessible from the European Commission's The EU Air Safety List page.
Flights departing from the United Kingdom and EU countries
According to European Commission regulation 261/2004, passengers boarding a flight from an EU country may have a right to some compensation or assistance in the event of denied boarding, cancellation, or long delays. If your flight was affected and you wish to check your rights, you can view the regulations below and learn more about who to contact.
Notice to passengers
1. If you have a confirmed reservation and you have been denied boarding (other than for reasons allowed by law) or your flight has been cancelled, you are entitled to compensation and to other assistance. If you have responded to our request that you surrender your reservation in exchange for benefits, you will not be entitled to compensation but you will be entitled to receive the benefits and assistance referred to in paragraph 7 below.
2. Where you are entitled to compensation, we will pay you EUR 600 in cash or, with your signed agreement, in travel vouchers. Alternatively, at your choice, 40000 Asia Miles and EUR300 in cash or, with your signed agreement, in travel vouchers.
3. If we are able to offer you a different flight to your final destination under comparable transport conditions and the arrival time of the alternative flight does not exceed your original scheduled arrival time by four hours or more, the compensation payable to you will be reduced by 50%.
4. If your flight has been cancelled, you will not be entitled to compensation in the following circumstances:
(a) if we have informed you of the cancellation 14 days or more before your original scheduled time of departure; or
(b) if we have informed you of the cancellation between 7-13 days before your original scheduled time of departure and have offered you an alternative flight which allows you to depart no more than two hours before your original scheduled time of departure and to arrive at your final destination less than four hours after your original scheduled arrival time; or
(c) if we have informed you of the cancellation less than seven days before your original scheduled departure time and have offered you an alternative flight which allows you to depart no more than one hour before your original scheduled departure time and to arrive at your final destination less than two hours after your original scheduled arrival time.
5. We will also not pay compensation if we have had to cancel your flight because of extraordinary circumstances which we could not reasonably avoid.
6. You are also entitled to other benefits and assistance as set out in this notice if we have denied boarding to you against your will (other than for reasons allowed by law) or have cancelled your flight.
7. In either case we will offer you a choice between:
- reimbursement within seven days of the full cost of your ticket at the price for which it was bought for the part or parts of the journey which you are not making and for the parts already made if this flight no longer serves any purpose in relation to your original travel plan and, if applicable, a return flight; or
- re-routing to your final destination at the earliest opportunity under comparable transport conditions; or
- re-routing under comparable transport conditions to your final destination at a later date according to your convenience (and subject to availability).
8. We will also offer to you free of charge:
- meals and refreshments as reasonably required in relation to the waiting time
- hotel accommodation if a stay of one or more nights is necessary before you can be re-routed or given a return flight as appropriate
- transport between the airport and any overnight accommodation we provide
- two telephone calls, telex or fax messages or emails.
9. You are also entitled to assistance if we reasonably expect your flight to be delayed beyond its original scheduled time of departure for 4 hours or more
10. In the case of any of these delays, we will offer you free of charge:
- meals and refreshments as reasonably required in relation to the waiting time
- two telephone calls, telex or fax messages or emails
11. If your flight is expected to be delayed until at least the day after its original scheduled departure time, we will also offer you free of charge:
- hotel accommodation
- transport between the airport and any overnight accommodation we provide
12. If the delay to your flight is at least 5 hours and you choose not to travel, we will offer you reimbursement of the full cost of your ticket at the price at which it was bought for the part or parts of the journey which you are not making and for the parts already made if this flight is no longer serving any purpose in relation to your original travel plan and, if applicable, a return flight.
13. This Notice and the rights it describes do not apply to you if you are travelling free of charge or at a reduced fare not made available directly or indirectly to the public. However, this notice and the rights it describes do apply to you if you are travelling with a ticket issued under a frequent flyer programme or another commercial programme operated by an air carrier or tour operator.
14. This notice is given to you pursuant to Article 14(2) of EC Regulation 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights. In the United Kingdom, the Civil Aviation Authority, has been designated as the body responsible for enforcement of this Regulation. The Air Transport Users Council, CAA House, 45-59 Kingsway, London WC2B 6TE (telephone +44 (0)20 7240 6061, email email@example.com) has been designated as the UK’s complaints body for this legislation.
Notification to Passenger Charter of Rights for travel to/from India
If during your travel within or to/from India, there is a flight cancellation or delay or denied boarding on a flight for which you hold a valid and confirmed reservation, you are entitled to certain rights in accordance with the Civil Aviation Requirements, Section 3 – Air Transport, Series ‘M”, Part IV, Issue 1, dated 6th August, 2010, revisions effective 1st August, 2016, revision 3 dated 27th Feb, 2019, passed by the Director General of Civil Aviation. For your ready reference, we give below a summary of these rights. Full text of this CAR is available on https://www.dgca.gov.in, Link opens in a new window operated by external parties and may not conform to the same accessibility policies as Cathay Pacific
Many a time, passengers who hold a confirmed & valid booking, do not or are unable to report (i.e. ‘No Show”) for travel before the time limit specified by the airline. In such cases, an airline is allowed to levy appropriate ‘No Show’ penalty under Rule 135 of the Aircraft Rules, 1937 and the same will be deducted from the fare paid by the passenger.
To reduce the possibility of flight departing with unoccupied or empty seats, the airlines overbook flights to a limited extent. In such overbooking cases, an airline may have more passengers reporting for a particular flight than the seats available on such flight and as such, may need to deny the boarding to some of the passengers.
In the above event, before denying the boarding, Cathay Pacific Airways would endeavor to first ask volunteers to give up their seats so as to make such seats available for other booked passengers to travel on the flight. In return, Cathay Pacific Airways, at its own discretion, would offer to the volunteer such benefits / facilities which, it may wish to offer.
In case you are denied boarding involuntarily on a flight for which you hold a confirmed reservation, you are entitled to the following monetary compensation:
A] The monetary compensation indicated below shall be given as per the following provisions:
a) An amount equal to 200% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 10,000, in case airline arranges alternate flight that is scheduled to depart within the 24 hours of the booked scheduled departure.
b) An amount equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000, in case airline arranges alternate flight that is scheduled to depart more than 24 hours of the booked scheduled departure.
c) In case passenger does not opt for alternate flight, refund of full value of ticket and compensation equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000.
Cathay Pacific Airways reserves the right to deny boarding to any guest under the influence of alcohol or drugs; for health, safety or security reasons; or in the absence of adequate travel documents and no compensation as referred to above shall be payable in such cases.
Cancellation means non-operation of a flight which was previously planned to be operated and on which, at least one place was reserved for a passenger.
A] In case of flight cancellations, whenever possible, Cathay Pacific Airways will endeavor to inform you through a telephone call, as far in advance as possible of the scheduled time of departure, provided at the time of creating your booking, you had given the relevant contact information e.g., working telephone number (landline or mobile) at the time of booking.
B] Subject to the above, if you are not informed at least two weeks before and up to 24 hours of the scheduled time of departure about the cancellation of the flight on which you were scheduled to travel, you are eligible for the following:
a) Compensation shall be offered in accordance with para 3.3.2 of DGCA circular no. ‘Civil Aviation Requirements, Section 3 – Air Transport Series M Part IV issue 1 dated August 6, 2010, which are:
INR 5,000/- or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of upto and including one hour.
INR 7,500/- or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of more than one hour and upto and including two hours.
INR 10,000/- or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of more than two hours.
The financial compensation indicated below shall be given only if the amount of ticket cost is higher than the compensation amount. If the cost of the ticket is less than the amount of compensation indicated above, the airline will be liable to compensate an amount equivalent to the ticket cost in addition to refund of air ticket.
Block time is the total time from the moment an aircraft first moves for the purpose of taking off until the moment it finally comes to rest at the end of the flight.
The compensation referred to in Para 3.3.2 shall be paid in cash, by bank transfer or with the signed agreement of the passenger in the form of travel vouchers, in accordance with CAR Section 3, Series M, Part II.
Additionally, the passenger shall be offered the choice between the following:
Refund of air ticket at the price it was purchased.
A flight to the first point of departure.
Alternate transportation under comparable/alternate mode of transport.
(whenever applicable), to the final destination.
Alternate transportation under comparable/alternate mode of transport (whenever applicable), to their final destination at a later date at the passengers’ convenience, subject to availability of seats.
The affected passenger shall be compensated with alternatives listed in Para 3.3.2 above and once the option has been selected the affected passenger will not have the option to switch to another form of compensation.
b) Refund of the ticket price in the event you do not wish to travel instead on our alternate or subsequent flight or on another carrier’s flight or if so desired by you, an alternate travel opportunity at no additional cost, subject to seat availability.
c) If you have already reported for your original flight and are waiting for the alternate flight at the airport, meal and refreshments in relation to the waiting time. (provide hotel accommodation where necessary including transfers).
C] However, please note that no financial compensation shall be payable to you, if you have not provided adequate contact information at the time of making your booking or when you are issued a ticket for firm travel on the selected flight. In such a case, Cathay Pacific Airways will either refund to you the ticket price or make reasonable endeavor to make alternate travel arrangements as per your choice. If you select to travel to your destination on an alternate flight, Cathay Pacific shall provide you with meals and refreshments in relation to the waiting time at the airport. (provide hotel accommodation where necessary including transfers).
D] Further, no such compensation shall be payable in the event:
a) You do not accept the alternate travel arrangement made by Cathay Pacific Airways Or
b) The cancellation occurs due to extraordinary circumstances beyond Cathay Pacific Airways’s control (as described in paragraph nos. IV [A] & [B] below) when all reasonable measures have been taken by the airline.
A] If you have already checked in on time and your flight has been delayed beyond its originally announced schedule time of departure or a revised time of departure of:
a) 2 hours or more in case of flights having a block time of upto 2 ½ hours; or
b) 3 hours or more in case of flights having a block time of more than 2 ½ hours and upto 5 hours; or
c) 4 hours or more in case of flights not falling under a) and b) above.
Meals & Refreshments will be provided in relation to the waiting time at the airport.
B] When the reasonably expected time of departure has a delay of within two hours, refreshments will be offered. Meals will be offered if the delay is within two to six hours. If the delay is pronounced for more than six hours, Cathay Pacific Airways shall provide you with Hotel Accommodation when necessary (including transfers).
Cathay Pacific Airways shall have absolute discretion in selection of hotels under the given circumstances and no reimbursement shall be made in this regard.
C] However, Cathay Pacific Airways shall not be obliged to provide you the facilities as mentioned in (A) and (B) above, if the delay is caused due to extraordinary circumstances, as defined in paragraph nos. IV [A] & [B] below, which could not have been avoided even if all reasonable measures had been taken.
A] Cathay Pacific Airways are not obliged to pay compensation in cases where the cancellations and delays have been caused by an event(s) of force majeure i.e., extraordinary circumstance(s) beyond the airlines’ control, the impact of which lead to the cancellation/delay of flight(s), and, which could not have been avoided even if all reasonable measures had been taken by Cathay Pacific Airways. Such extraordinary circumstances may in particular occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion, government regulation or order affecting the aircraft,strikes and labor disputes causing cessation,slowdown or interruption of work or any other factors that are beyond our control.
B] Additionally, Cathay Pacific Airways would also not be liable to pay any compensation in respect of cancellations and delays clearly attributable to Air Traffic Control (ATC), meteorological conditions, security risks, or any other causes that are beyond the airlines’ control but which affect Cathay Pacific Airways’s ability to operate flights on schedule. Extraordinary circumstances should be deemed to exist where the impact of an air traffic management decision in relation to a particular aircraft or several aircrafts on a particular day, gives rise to a long delay or delays, or an overnight delay, or the cancellation of one or more flights by that aircraft, and which would not be avoided even though all reasonable measures were taken to avoid or overcome the impact of the relevant factor and, thereby, the delays or cancellations are caused.
This CAR is issued under the provisions of Rule 133 A of the Aircraft Rules, 1937 and with the approval of Ministry of Civil Aviation for information, guidance and compliance of all concerned. This CAR shall be applicable to all scheduled and non-scheduled operators.
In the case of Denied Boarding, Cancellation or Flight Delay, if you have not been provided with the compensation and reasonable facilities as listed in this policy and as per the Civil Aviation Requirements (CAR), you may directly contact our following officials, who have been designated for redressal of the passenger grievances
Nodal Officer: Sushma Sherigar (Assistant Manager Customer Support)
Email ID: firstname.lastname@example.org
Appellate Authority: Desiree Dubier (Customer Care Manager)
Email ID: email@example.com
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Notification of Rights to Benefits under the Israel Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change of Conditions), 5772- 2012 ("the Law")
This notification document describes, in general terms, passengers’ rights to certain benefits under the Law, in cases of:
- Denied boarding ;
- Cancellation of flights;
- Delay in departure of 2 hours or more;
- In circumstances a flight departure time is brought forward by more than five hours;
- In circumstances there has been a change in the conditions of a flight ticket as described hereunder; (these events are referred to hereinafter as: "Causes of Action").
To be eligible for any of the rights to benefits listed below you must have been issued with a flight ticket for a Cathay Pacific Airways operated flight departing from or flying to Israel (including a flight with a stopover) - Hereinafter referred to as the : “Flight”.
In addition, the rights listed below only arise if you have presented yourself on time at the check-in counter of Cathay Pacific Airways at the airport and not later than the time specified for check-in and brought to your attention by Cathay Pacific Airways or your travel agency, and if no such time was set – at least 90 minutes before the flight time. You will not be eligible if you have received the flight ticket without payment or if the fare of the flight ticket was not directly or indirectly available to the public, except if issued under a frequent flyer program.
Basically, subject to eligibility and the existence of a relevant Cause of Action the benefits provided for under the Law are: Assistance services, Replacement of a flight ticket or reimbursement and, in certain circumstances, monetary compensation;
If you are denied boarding or your flight is cancelled or your flight's departure time is delayed by more than 2 hours, you will be entitled to receive food and drink in accordance with the waiting time ("Food and Drink") and to make 2 telephone calls and send a fax message or an e-mail ("Communication Services").
Further, if you are denied boarding or your flight is cancelled, you will also be entitled to hotel accommodation if an overnight or longer stay or a stay in addition to that which you originally intended becomes necessary, including travel services between the hotel and the airport or, if you have chosen to stay elsewhere at a reasonable distance from the airport, between such other place and the airport ("Accommodation and Travel Services").
If your flight's departure time is delayed by between 5 to 8 hours and you have been offered and accepted a Replacement Flight Ticket scheduled to take-off on the next day, you will also be entitled to Accommodation and Travel Services, unless the delay is caused by a protected strike or lock-out.
If you are denied boarding or if your flight is cancelled (cancellation includes a delay of 8 hours or more from the departure time specified in the flight ticket and reference to cancellation in this notification includes such delay) or your flight's departure time is delayed by between 5 to 8 hours or your flight's departure time is brought forward by more than 5 hours and you have received notice of this change (the bringing forward of the flight time) less than 14 days before the flight time shown in your flight ticket, you will have the choice of either:
- a replacement flight ticket to your final destination on conditions as similar as possible to the conditions of the original flight ticket and at the earliest time possible, or at a later date in coordination with you, all subject to availability ("Replacement Flight Ticket"); or
- reimbursement of the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments ("Reimbursement"), which shall be made within 21 days of receipt of your written application. Notification of Rights to Benefits-Israel Aviation Services Law Reimbursement shall be subject to the following qualifications and clarifications (as well as those set out in this notification below):
- if your flight from the point of departure includes a stopover (of no more than 24 hours) operated by Cathay Pacific Airways, and the Cause of Action on which you rely arises with respect to a segment of the flight, then, provided you have not reached your final destination, you will be entitled to receive the full amount paid for the flight ticket even if a segment of the flight has been completed. If you have reached the stopover point and you no longer wish to continue to your destination due to the Cause of Action, Cathay Pacific Airways will also provide a return flight free of charge to the original point of departure.
- if the Cause of Action occurs with respect to the outgoing flight on a return flight ticket, you will be entitled to receive the full amount paid for the flight ticket. If the cause of action occurs in the return flight you will be entitled to receive half the amount paid for the flight ticket.
- subject to the provisions of the 2 immediately preceding paragraphs, you will not be entitled to Reimbursement if you have chosen to receive a Replacement Flight Ticket or if you have chosen to take a flight with respect to which a Cause of Action exists, provided that if you have accepted an offer of a flight ticket for a flight from another airport, you shall be entitled to reimbursement of travel expenses to that airport.
If your flight's departure time is delayed by between 5 to 8 hours because of a protected strike or lock-out, you will not be entitled to choose to receive a Replacement Flight Ticket.
Subject to the conditions below, if you are denied boarding or your flight is cancelled or your flight's departure time is brought forward by more than 8 hours and you have received notice of the change (the bringing forward of the departure time) less than 14 days before the flight time shown in your flight ticket, you are entitled to receive compensation as follows ("Monetary Compensation"):
- NIS 3,100 for flights over 4,500 km (effective from 1 April 2021)
NIS = New Israeli Sheqels (Israeli currency)
Monetary Compensation will be reduced by 50% if you are denied boarding or if your flight is cancelled, and you have been offered and have accepted a Replacement Flight Ticket, provided that the delay in the landing time at your final destination, compared with the original landing time at the same destination is as follows:
- up to 6 hours for flights over 4,500 km.
If your flight is cancelled you will not be entitled to receive Monetary Compensation if you have received notice of the cancellation as follows:
- 14 days or more before the scheduled departure date;
- between 7 to 14 days before the scheduled departure date and you have been offered an alternative flight allowing you to depart no more than 2 hours before the original scheduled time of departure and to reach your final destination no later than 4 hours after the original scheduled time of arrival; or
- less than 7 days before the scheduled departure date and you have been offered an alternative flight allowing you to depart no more than 1 hour before the original scheduled time of departure and to reach your final destination no later than 2 hours after the original scheduled time of arrival.
Notwithstanding the aforegoing, you will not be entitled to Monetary Compensation if your flight was cancelled or if your flight's departure time was brought forward by more than 8 hours and you have received notice of the change (the bringing forward of the departure time) less than 14 days before the flight time shown in your flight ticket, because of special circumstances which were not under Cathay Pacific Airways' control, and could not have been prevented even if Cathay Pacific Airways had done whatever was under its control and/or because of a protected strike or lock-out. Further, if your flight was cancelled to prevent the desecration of the Sabbath or a Jewish holiday, you will not be entitled to Monetary Compensation. Notification of Rights to Benefits-Israel Aviation Services Law Monetary Compensation, where due, will be paid in cash, by bank transfer, by check, or by other means expressly agreed to in writing by you, within 45 days of receipt of a written application.
You shall be entitled to Assistance Services, Reimbursement or a Replacement Flight Ticket and/or Monetary Compensation, all as defined and described in this notification and except as otherwise provided in this notification, in the case of denied boarding, including due to overbooking, only after Cathay Pacific Airways has called for volunteers from amongst the registered passengers (including you) willing to waive their places on the flight in exchange for agreed compensation and not sufficient volunteers (including you) were found to waive their place on the flight.
You will not be entitled to receive Assistance Services, Reimbursement or a Replacement Flight Ticket and/or Monetary Compensation, if you are denied boarding for reasons relating to your health, a concern of harm to flight safety, security reasons or inadequate travel documents.
However, if you are refused boarding for a security reason, although you arrived to the airport at least 3 hours before scheduled departure, you cooperated in the security check and have been found eligible to fly and your travel documents were in order, then, subject to the aforegoing, you will be entitled to Monetary Compensation.
Where Cathay Pacific Airways has decided to transfer you to a higher class of service than that stipulated in your flight ticket, you will not be subject to any extra charges. If you are placed, other than at your request, in a lower class than that stipulated in your flight ticket, you will be entitled to receive reimbursement of the price of the flight ticket or part thereof depending on the nature of the downgrading and the distance of the flight. Such compensation will be paid in cash, by bank transfer, by check, or by other means expressly agreed to in writing by you, within 21 days from the date of the flight.
For Denied Boarding and Class Downgrading, you may complete the Form of receipt-Israel, presented by representative of Cathay Pacific Airways at the check-in counters.
For Reimbursement, and/or Monetary Compensation due to flight cancellation, please send a written application via the online feedback form available at www.cathaypacific.com/cx/en_IL.html (choose ‘Contact us’ at bottom of page -> Contact Us Forms -> Complaints, Compliments, Enquiries and Suggestions, and select ‘Complaint’ from Type of Feedback).
You may also approach any representative of Cathay Pacific Airways present at the check-in counters or at the departure gate for assistance in realizing your rights to benefits under the Law. Please show the representative this notification.
This notification contains a summary of the rights to benefits available under the Law. In the event of inconsistency between the terms of this notification and the provisions of the said Law, the provisions of the Law shall Prevail.
Please refer Our customer commitment for more details.