Cathay Pacific is a Hong Kong-based international airline operating scheduled passenger and cargo services to destinations across Asia, North America, Europe, the Middle East, Africa, and Oceania. Its main hub is Hong Kong International Airport. The airline is a co-founder of the Oneworld alliance.
Telephone
Customer service : (833) 933-2244
Mailing address
5/F, South Tower, Cathay City, 8 Scenic Road, Hong Kong International Airport Lantau Island, Hong Kong
The company responds to most customer complaints in a satisfactory manner. We receive occasional complaints about Cathay Pacific, such as this problem with an award ticket. Response times vary by contact method and complaint type.
Usually 1 to 30 minutes.Availability: Monday through Friday, 9 a.m. to 8:30 p.m. eastern time; Saturday, 9 a.m. to 7 p.m. eastern time; closed Sunday and Christmas Day. Cathay members are served 24 hours a day, 7 days a week.
Email support
1 to 5 business days.
Live chat
Usually 1 to 30 minutes.Availability: Not published. Cathay Pacific does not disclose typical wait times for live chat.
Social media
Cathay Pacific is active on Facebook, X/Twitter, Instagram, LinkedIn, YouTube, and TikTok. Response times can range from a few hours to several days, depending on the platform and the complexity of the inquiry.
Help center/FAQ
Cathay Pacific's help center/FAQ provides quick answers to common questions regarding bookings, baggage, flight status, refunds and travel policies.
Visit the booking page to search fares, select seats, and purchase tickets.
Cathay Pacific customer service policies
Cathay Pacific's customer privacy notice describes the personal data the airline collects when customers use its services, including booking and travel data, and explains how that data is used — for example, to process reservations, operate the Cathay membership program, and send marketing communications. It also covers customer rights to access or correct personal data, describes the security measures in place, and explains data-sharing practices with third parties. The notice applies to cathaypacific.com and related Cathay Holidays services.
Cathay Pacific loyalty program
Cathay Pacific's loyalty program is called Cathay. Members earn Asia Miles and Status Points on flights with Cathay Pacific and partner airlines, and through hotels, car rentals, shopping, and dining partners. Miles can be redeemed for flights, hotel stays, upgrades, and other rewards. Membership is free. Tier levels are Green, Silver, Gold, Diamond and Diamond Plus.
Frequently asked questions about Cathay Pacific
For most issues, the fastest route is the online complaints and suggestions form at cathaypacific.com. Phone agents primarily handle bookings, and email replies can take several days.
You can book flights directly on the Cathay Pacific website, through the mobile app, or via authorized travel agents.
You earn Cathay Miles by flying with Cathay Pacific or partner airlines, using co-branded credit cards, or through partners such as hotels and car rentals.
Asia Miles was Cathay Pacific's frequent flyer rewards currency, used to redeem flights, upgrades, and partner rewards. Marco Polo Club was the airline's tier status program, with benefits such as priority boarding, lounge access, and extra baggage allowance. In 2022, the airline replaced both with a single program called Cathay, which combines points earning and tier status. Members now earn Asia Miles and Status Points under one account.
Cathay Pacific offers 24-hour free cancellation on bookings made at cathaypacific.com or the Cathay Pacific app, provided the flight departs at least seven days (168 hours) after booking, and the booking is paid with cash or a cash-and-miles combination. The policy applies to Cathay membership program members; non-members should review the specific fare conditions before booking. If a charge appears after what you believe was a qualifying cancellation, submit the dispute through the contact form at cathaypacific.com and retain your booking confirmation and cancellation confirmation as documentation.
Before leaving the airport baggage claim area, file a property irregularity report at the Cathay Pacific baggage service office and obtain a written file reference number. This step is required to begin a formal claim. Compensation for delayed baggage on international routes is governed by the Montreal Convention; for U.S. domestic connections, U.S. DOT rules may also apply. If your bag has not been located after 21 days, it is considered lost and you may submit a claim for reimbursement. Keep all receipts for essential items purchased due to the delay, as these may be reimbursable. Call Cathay Pacific at (833) 933-2244 or submit a claim through the manage booking section of cathaypacific.com.
When a Cathay Pacific-operated delay causes a missed connection on your itinerary, the airline is generally required to rebook you on the next available service to your destination at no charge. For flights to or from the U.S., Cathay Pacific's Customer Service Plan sets out its policies on rebooking and accommodation. If the delay exceeds a certain threshold and qualifies under applicable regulations (for example, EC 261/2004 for European routes), you may also be entitled to meals, hotel accommodation, and cash compensation. Document all expenses, keep written records of what airline staff tell you, and request a written explanation of the delay cause if compensation is denied. If your claim is refused, you may escalate using our executive contacts above.
If incorrect information from a Cathay Pacific agent resulted in additional costs — such as rebooking fees, extra baggage charges, or missed connection expenses — submit a written complaint through the contact form on cathaypacific.com, including dates, names (if known), and documentation of the costs incurred. Reference the specific advice you were given and how it differed from the actual policy. If the response is unsatisfactory, escalate to the Chief Customer and Commercial Officer using the executive contacts above.
When a Cathay Pacific disruption reroutes you onto a non-Oneworld carrier, miles and status points accrual may not apply automatically. Submit a retroactive mileage claim through your Cathay membership account within six months of the flight date, attaching your boarding passes and e-ticket receipts. If the claim is denied, write to Cathay Pacific customer service explaining the disruption and attaching documentation of the original itinerary and the rebooking. Multiple passenger reports indicate that claims citing mechanical delays have been denied when the airline attributed the delay to weather; if you received a different explanation at the airport or gate, document it in writing.
Reader comments about Cathay Pacific
1.7
3 comments
AnneMarch 23, 2026
Flight cancellation was e-mailed to us (we are more than 10 persons) with less than 20 hours left until our early morning flight. There was not much time to do anything so we booked a flight with a different carrier at a much higher cost. Upon reaching the airport, we were made aware that the flight had not been cancelled after all. Upon arriving home, we reached out to Cathay Pacific to clarify why we were told that our flight…
ArfakJuly 11, 2025
I’m appalled by the abysmal level of service I received from Cathay Pacific, an airline that claims to be reputable. On July 9th at Chicago O’Hare (ORD), I arrived at the counter just 1 hour and 5 minutes before departure—still well within a reasonable timeframe, especially since I had already checked in online and held a valid digital boarding pass. I only needed to drop off one checked bag, yet the counter was inexplicably closed. Calling customer care was equally…
BernieMarch 29, 2025
12:30 AM Fri Mar 28 CATHAY PACIFIC Flight from JFK to HongKong 3 hours into the flight a male passenger setting across the else from me reach across the else to grab my breast. I raise my Arms and ask him what the [censored] he is doing, he said he is sorry ! told him he was deuce bag he responded my mom and my dad was a deuce bag. I told him he was an [censored]. He shouted to…
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published November 12, 2015. Updated May 16, 2026.
