Cathay Pacific Customer Service Contacts

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.

From the United States, call (833) 933-2244. For written complaints, use the contact form at cathaypacific.com.

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.