We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Poor service by Cathay Pacific”
Review of Cathay Pacific


Reviewed 4 weeks ago

In September 2018, we were to catch a flight from Rome to Sydney, with a transit in Hong Kong. Arriving at Rome airport, there was a very long line to book in and we found out from some other passengers, not from any airline staff, that there was a delay to the fight due to a door malfunction. We finally got our bags checked after a lengthy delay of one and a half hours. After boarding, we then waited nearly two hours on the aircraft on the runway waiting for a few Hong Kong passengers to board. After a very long delay of nearly two hours, the Captain said that the passengers were not boarding and that bags were being unloaded. We finally took off very, very late.

Finally, we arrived at HK airport and got off and hurried to the transit area to catch our flight, and arrived there at 9.15am, only 15 minutes late. We were told our flight had departed. we said that your airline had held the flight at Rome for late passengers, why can't you do the same for us!

It appears that us missing the ongoing flight to Sydney was pre-planned by Cathay Pacific as we were informed our bags had been taken off the flight we were trying to catch!

Cathay Pacific tried to satisfy us by booking us on a Qantas flight 10 hours later that night, with an offer of a room and lunch at a nearby hotel, and some airport food vouchers, while we awaited our later flight - why couldn't we have used their airport lounge - a much simpler and worthwhile invite!

We finally took off for Sydney in a Qantas A380 plane - heaven, and arrived comfortable refreshed from the larger legroom and excellent service
.
Moral of this story is to very seriously consider, if transiting via Kong Kong, to chose another airline other than Cathay Pacific. This airline were most unhelpful with assisting anyone else other that those flying to and exiting at Hong Kong.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank walkdw2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a ReviewReviews (11,632)
Traveller rating
Traveller type
Time of year
Language
  • More languages

225 - 229 of 11,632 reviews

Reviewed 4 weeks ago

Very comfortable flight - the seats were good the service was good. Friendly staff. On-time (actually slightly ahead of time on arrival). Quiet and uneventful flight, which is exactly what you want of a flight. Time to relax before getting back to the hustle bustle back home.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank andrea-and-colleen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

This was the first time we had flown with Cathay and the first time in Premium economy both were pleasant experiences

The extra legroom for me was great being 193 cms it made the flight very comfortable

Good food , friendly staff, on time flights , efficient service at the terminals

All in all a very positive experience

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank 621AndrewM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago

For over 25 years, CX has been my “go-to” airline and I would choose them even though they were a little more expensive or their schedule was not perfect.

I started to cut back after a minor airport situation and a totally unacceptable CS reply where they had the audacity to assume that I would be on another CX flight.

The issue is that CX (and some other carriers) are more concerned about “not offending” an unruly passenger than providing a pleasant flight experience for the rest of the paying passengers in the cabin.

I booked CX last week mainly because I wanted to try out the new A351 (that was replaced at the last minute) and the results were disastrous.

There were 5 children in business class. 3 were incredibly well behaved but 2 siblings traveling with their mother and the Amah were out of control from the time they got onto the plane until landing.

My requests to the PSM to “do something, anything” were met with a shake of the head and a disappearance into the main cabin for the remainder of the flight. The repeated requests to the senior F/A were also basically ignored

The problem extends to the lounges that have become overcrowded and punctuated with the sounds of screaming and out of control children.

There is an easy solution many airlines and other service providers are too weak to institute them.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank wdchuck1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago

Can't rate this airline highly enough. Airbus A350 with excellent cabin crew service, food and the wine were all amazing.

Check in at London Gatwick was a breeze and although they don't have a Business Class lounge their, the wait a BAs lounge was fine.

Seat were comfortable, lie flat bed accommodate my large frame and the boarding plus disembarkation were spot on.

Plane arrive on time and bags were waiting for us on arrival.

10/10!!!!!!!!!!!!

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Aspen4me
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC