Cathay Pacific is the largest airline in Hong Kong, with its head office and main hub located at Hong Kong International Airport.
How to reach a person at Cathay Pacific
Cathay Pacific Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Cathay Pacific
What you need to know about Cathay Pacific
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.
- Cathay Pacific’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Cathay Pacific with our insider guide or through our executive contacts.
- Cathay Pacific’s customer service policies are standard. Here are our frequently asked questions about Cathay Pacific.
Cathay Pacific customer service response times
Cathay Pacific’s customer service response times typically vary across different platforms:
- Phone support (Tel: +852-2747-3333): Response times can range from 5 to 15 minutes, depending on call volume, especially during peak hours.
- Live chat support: Initial responses are generally within a few minutes, but more complex queries may take longer.
- Social media: Responses on platforms like Twitter and Facebook can typically take a few hours but may vary depending on query volume.
- Website queries: Response time for inquiries submitted through the website forms is generally 1-2 business days.
Response times can vary based on the nature of the inquiry and platform used.
How to resolve a problem with Cathay Pacific
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Cathay Pacific mailing address
6th Floor Cathay Pacific City 8 Scenic Road
Hong Kong International Airport
Lantau, Hong Kong
Cathay Pacific executive customer service contacts
Primary Contact
Chris Van Den Hooven
Senior Vice President, Americas
6th Floor Cathay Pacific City 8 Scenic Road
Hong Kong International Airport
Lantau, Hong Kong
chris_vandenhooven@cathaypacific.com
Mary Christine Donovan
Customer Relations Manager
6th Floor Cathay Pacific City 8 Scenic Road
Hong Kong International Airport
Lantau, Hong Kong
mary_donovan@cathaypacific.com
Secondary Contact
Lavinia Lau
Chief Customer and Commercial Officer
6th Floor Cathay Pacific City 8 Scenic Road
Hong Kong International Airport
Lantau, Hong Kong
lavinia_lau@cathaypacific.com
Chief Executive
Ronald S.P. Lam
6th Floor Cathay Pacific City 8 Scenic Road
Hong Kong International Airport
Lantau, Hong Kong
ronald_lam@cathaypacific.com
How to get professional help with your Cathay Pacific problem
If you need help with Cathay Pacific, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
Cathay Pacific’s customer service policies
What is Cathay Pacific's Refund Policy?
Cathay Pacific offers refunds for eligible tickets, subject to fare conditions and ticket type.
What is Cathay Pacific's Baggage Policy?
Cathay Pacific’s baggage policy includes allowances for checked and carry-on luggage, with specific weight limits.
What is Cathay Pacific's Cancellation Policy?
Cathay Pacific allows cancellations for eligible tickets, with fees depending on fare rules and ticket type.
What is Cathay Pacific's Customer Privacy Policy?
Cathay Pacific outlines how they collect, store, and protect personal customer information.
What is Cathay Pacific's Special Assistance Policy?
Cathay Pacific provides assistance to passengers with special needs, including mobility assistance and support for medical conditions.
Cathay Pacific self-service links
How can I check my flight status with Cathay Pacific?
Check the status of your flight by visiting the flight status page on the Cathay Pacific website.
How can I manage my booking with Cathay Pacific?
You can manage your booking online by accessing the “Manage Booking” section on the website.
How can I request an upgrade with Cathay Pacific?
You can request an upgrade using your miles or by bidding for an upgrade through the “Upgrade to Business” option.
How can I check in for my flight with Cathay Pacific?
You can check in for your flight online or via the Cathay Pacific mobile app.
How can I redeem my frequent flyer miles with Cathay Pacific?
You can redeem your miles for flights, upgrades, and other rewards through the Asia Miles program.
What is Cathay Pacific's postal address?
Customer Relations Department
360 Post Street, Suite 300
San Francisco, California 94108
How can I contact Cathay Pacific's customer service?
You can contact customer service via tollfree number (833) 933-2244.,
.
Does Cathay Pacific have a live chat option?
You can start a conversation with Cathay Pacific on WhatsApp. The WhatsApp telephone number is: +852-2747-2747 or by scanning the QR code below
What are Cathay Pacific's customer service office hours?
Cathay Pacific is available 24/7.