Coronavirus (COVID-19) FAQs
Manage your booking
Changing your ticket
If you’ve purchased your ticket through a travel agent – 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 Customer Care.
Ticket cancellations and refunds
In response to COVID-19 disruptions we’ve introduced a number of measures to help you cancel, rebook and stay flexible with your travel plans.
- Tickets purchased on/before 23 March 2020 are eligible for free rebooking, rerouting and refunds.
- Tickets issued between 9 March 2020 – 31 December 2022 are eligible for free and unlimited changes. After then, one additional free change at any time. Fare differences may apply. Depending on your ticket class, a service charge may apply for refunds. Please visit our COVID-19 hub to learn more.
- Cancelled flights due to COVID-19 impacts are eligible for full refunds.
Please check your fare conditions for specific terms and conditions.
If you purchased your tickets with Cathay Pacific, please process cancellations and refunds via Manage Booking. For tickets purchased through travel agents, contact your travel agent. For redemption tickets, please contact Asia Miles or Marco Polo Club. For other ticket enquiries, please contact our Customer Care.
If you’re holding a partially-used Cathay Pacific 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 Customer Care 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 will take 7 working days for credit card and PayPal transactions*, 20 calendar days for other forms of payment such as cash, bank transfer, Ideal, etc.
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.
*Please also note that the time required for the actual refund to reach the cardholder’s account will depend on individual banks. The above guidelines do not apply to special refunds involving service on other airlines.
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.