Cathay Pacific Complaints: Contact Information, Advice, Steps

Written By Joanna Teljeur

Last Updated: September 19, 2024

If you’re unhappy with a recent Cathay Pacific flight experience, don’t be afraid to file an official complaint. Airlines receive countless complaints every year for a multitude of different problems. But some complaints can bring better results than others, and that’s exactly what we’re going to cover here as well as how to send the complaint and all the contact information you need.

What We’ll Cover

• The most common Cathay Pacific complaints
• An overview of your rights as a passenger
• The best ways to get in touch with the carrier
• How to lodge a complaint and bolster your chances of success
• What AirAdvisor can do to help

What Do Passengers Complain About?

Most complaints are about Cathay flight delays and cancellations which plague even the best airlines. Beyond this, passengers also write to the airline about lost and damaged luggage, as well as unhelpful customer service, in-flight amenities, uncomfortable seats, and the list goes on. 

The biggest takeaway here is that only some complaints will result in cash compensation and these include flight disruptions like delays, cancellations, and denied boarding because of overbooking.

Flight delayed over 3 hours or canceled? See if AirAdvisor can get you compensation.Check Your Flight

Passenger Rights Overview

When a Cathay Pacific plane departs from any airport in the United Kingdom or European Union, they’re obligated to treat their passengers in accordance with the regulations in these areas. Regulation EU261 and Regulation UK261 are the specific sets of rules protecting your rights. 

They state, among other things, that you must be paid between €250 and €600 (£220 to £520) for any flight disruption that causes you to arrive at your destination 3 or more hours late when the airline is to blame. 

You can also get as much as roughly €1,600 (£1,100) in compensation for baggage problems under the rules of the Montreal Convention. So, as you can see, some complaints are definitely worth pursuing.

Cathay Pacific Contact Information 

The following is the best way to get in touch with the carrier.

Cathay Pacific Chat

At the bottom of the Contact Us page, you’ll find a QR code as well as a text link that opens the chat.

Cathay Pacific Email

For complaints, use the feedback form.

Baggage Services: lhr8bag@cathaypacific.com

Cathay Pacific Numbers

• WhatsApp: +852 2747 2747
• US Customer Support: +1 833 933-2244
• UK Customer Support: +44 20 7660 8992
• Baggage Services: +44 20 7660 8992

Cathay Pacific Form

If you go to the Contact Us page, you’ll see a section for Feedback. If you select that, you’ll open a form that you can complete.

4 Steps for a Successful Outcome 

While submitting a complaint is fairly straightforward, these tips will help you achieve your desired result.

1. Step: Submit your complaint to Cathay Pacific as soon as you can. Details are very important. Think of it like a legal case. You have to prove your side of the situation and show why you deserve to be compensated.
2. Step: When you file, send in as much supporting evidence as possible whether that's receipts or photos or travel documents - send in everything.
3. Step: Verify your contact information and give them more than one way to get in touch.
4. Step: Clearly explain what you hope to get for your bad experience but remember to be polite.

AirAdvisor Makes the Process Easy

When you’re ready to contact the airline, follow these steps.

1. Go to the the AirAdvisor homepage
2. Provide a few preliminary flight details and click Check Compensation
3. Enter a few more specifics about your trip
4. After we do the initial review, we’ll contact you if we need more details for your claim.

Rather than going it alone, let AirAdvisor take care of it all on your behalf. Not only do we have a 98% win rate, but we’ve been defending passengers’ rights since 2017.

We take the stress and worry out of the equation and only take a small percentage of the total when we win your case. Otherwise, it’s free!Check Your Flight