Coronavirus (COVID-19) FAQs
About your flight
Your latest booking information and flight arrangement can be viewed in Manage Booking. To receive updates on your flight, please download our app for iOS or Android, and enable push notifications. You can also choose to receive updates via text messages or email.
Due to the number of countries currently imposing entry restrictions, we suggest all customers modify their travel plans, and avoid non-essential travel during this time.
Our airport teams will accept passengers on flights based on the latest updates from the relevant immigration authorities at the time of check-in. Please view the latest travel restriction information prior to arriving at the airport.
If you’ve been accepted on a flight, and your port of arrival rejects the landing of your flight, we’ll fly you back to your port of origin according to ICAO’s Inadmissible Persons (INAD) standards.
Please note that flight certificates are not available for customers whose trips have been disrupted by coronavirus-related travel restrictions.
If you have private travel insurance and need to make an expense claim, you may use our travel restriction page or email notification as a reference for your insurance claim.
We understand the evolving situation of the COVID-19 pandemic has affected our members’ ability to travel and may continue to impact their travel plans for some months to come. Marco Polo Club will automatically renew the current tier level of Green, Silver, Gold and Diamond members whose membership period expires from May 2020 to April 2021 for another 12 months, even if the normal requirement is not met.
For more information, please visit the Automatic tier renewal page.
Making changes to your booking
If you’ve purchased your ticket through a travel agent – including third-party websites such as Expedia or SkyScanner – you must go back to that travel agent to process any refunds or changes. We are unable to change these bookings on cathaypacific.com or at our Contact Centre.
No, we are not charging fees for rebooking, however there might be a miles difference if your new flight isn’t available in the originally booked category.
If your departure is more than seven days away, please contact Asia Miles through this web form – their team will respond to you via email or phone call within five days.
If your departure flight is within seven days, please contact Asia Miles via their Live Chat.
Cancellations and refunds
If your flight has been cancelled, you will receive an email from us.
If you have booked through cathaypacific.com, log in to Manage booking to apply for a refund.
Please don’t be concerned if you are charged a cancellation fee. We will automatically reimburse this fee to your original method of payment. This may take a bit of time, please bear with us while it’s processed.
I have been put on a new flight, but it’s not suitable:
If you have booked through cathaypacific.com, log in to Manage booking to select a new flight, or you can contact our Contact Centre for more options.
If you bought your ticket through a travel agent or a third-party website, please contact them for information and alternative arrangements.
Can you put me on another airline?
We will try our best to re-accommodate you on a Cathay Pacific or Cathay Dragon flight. In the case where we have suspended a route, we will offer you a refund.
If you’re holding a partially-used Cathay Pacific or Cathay Dragon ticket, we will refund the part of your journey that has not been flown.
If you’ve booked with us on cathaypacific.com, mobile app or through Contact Centre, please request your refund through Manage booking. Otherwise please contact your travel agent.
Please don’t be concerned if you are charged a cancellation fee (for flights that meet the refund requirements). Due to a technical limitation, we are not able to remove this fee from the automated refund process. However, you can contact our Global Contact Centre to request a refund for the cancellation fee. This may take a bit of time, please bear with us while it’s processed.
Your refund takes 7 working days for tickets involving US sectors. Otherwise, it will take up to 45 calendar days.
We have received a large increase in refund requests as a result of the coronavirus outbreak. While we are doing everything we can to process your refund quickly, this process may take longer than usual. We apologise for any delays and thank you for your patience during this busy period.
Health and safety
Please refer to the below table for more information about travelling with health-related items.
|Type||Allowed in cabin baggage||Allowed in check-in baggage||Restrictions for cabin/check-in baggage|
|Medical masks, N95 medical masks, goggles and protective clothing||√||√|
|Disinfectant||Alcohol-based disinfectant (e.g. hand sanitizer, alcohol wipes/pad, rubbing alcohol, etc.)||√||√||For cabin baggage:
Do not exceed a maximum volume of 100ml for each item.
Should be carried in one reasonable, transparent plastic bag no more than 1L in capacity per passenger.
For check-in baggage:
Item(s) should be packed into your checked baggage.
The total net quantity must not exceed 2kg or 2L per passenger, and the net quantity of each single item must not exceed 0.5kg or 0.5L.
|Oxidising liquids or solids like bleach, bleaching powder and peroxides||X||X|
|Thermometer||Mercury thermometer||X||√||Mercury thermometers are restricted to one per passenger. They must be placed in a protective box, and are only permitted to be carried in checked baggage.|
|Digital thermometer||√||√||If the digital thermometer contains a lithium battery, the rated energy of the lithium battery must not exceed 100Wh, or the lithium content must not exceed 2g.
Digital thermometers that are powered by a non-removable lithium battery are restricted to a maximum of 15 per passenger, and can be transported in cabin or checked baggage.
Devices in checked baggage must be completely switched off (not in sleep or hibernation mode) and must be protected from damage.
Please refer to the Hong Kong Department of Health website for the guidelines on hygienic measures and prevention control.
Throughout their journey, we recommend that passengers:
- Carry alcohol-based handrub
- Observe good personal hygiene
- Wear a face covering in situations where physical distancing (minimum 2 metres) is not possible
We've always taken cabin cleanliness seriously – so much so, that we've ranked in the top 10 of Skytrax's 'World's Best Airline Cabin Cleanliness' list for five consecutive years.
Our cleaning procedures include strict disinfection of surfaces and fixtures such as personal television screens, meal tables, baby bassinet tables, and armrests across the aircraft after every flight. Our staff are trained with the latest hygiene protocols and cleaning procedures, using products recommended by IATA and WHO.
Out of an abundance of caution, we carry out additional disinfecting – on top of our daily cleaning and sanitising – upon a confirmed case of coronavirus. We use Netbiokem DSAM, one on the world's most powerful disinfectants. The entire process takes up to five hours, and is completed only by trained cleaning professionals.
Inflight meals are prepared to the highest food safety standards, and we have upgraded the levels of Personal Protective Equipment used by our staff when preparing food. Our preparation and storage procedures adhere to the standards of regulatory authorities in Hong Kong and around the world.
We have temporarily modified our inflight service to reflect the current situation. This includes suspending trolley services in First and Business class and serving meals on a single tray; and providing a snack bag and hot snack service in Premium Economy and Economy class. Our inflight magazines have been temporarily removed. On our China routes, hot towels, pillows, blankets and inflight duty-free sales have also been temporarily suspended.
To ensure passengers and crew have the latest information, we make updated health message broadcasts on all flights arriving into Hong Kong. These broadcasts alert everyone on board to the current situation and the necessary actions required.