Cathay Pacific, Hong Kong’s flag carrier, offers a customer-focused cancellation policy that varies based on fare type, booking platform, timing, and membership status. Here’s a clear breakdown:
24-Hour Free Cancellation
- Eligibility: Cathay members who book directly through Cathay Pacific’s website, mobile app, or WeChat Mini Program can cancel their ticket free of charge within 24 hours of booking, provided the departure date is at least 8 days (192 hours) away.
- Conditions:
- The Cathay membership number must be added at booking or during the booking process.
- Applies to fully unused tickets paid with cash or a mix of cash and Asia Miles.
- Excludes bookings made with discount codes (as of June 3, 2024), reissued/rebooked tickets, “Hold your fare” service, split bookings, or flights departing within 8 days.
- Does not apply to Asia Miles flight awards, hotel/package bookings, group/MICE bookings, or land/sea transport codeshares.
- U.S./Canada-Specific Rule: For flights to/from the U.S. or Canada, cancellations within 24 hours of booking are free if the departure is at least 7 days away, regardless of membership status, per U.S. Department of Transportation regulations. This applies only to tickets with a 16-digit e-ticket number starting with “160” (Cathay Pacific’s ticket stock).
- Travel Extras: Advance seat reservations, pre-paid extra baggage, and lounge passes purchased within the same 24-hour window are refundable. Travel insurance and “Hold your fare” fees are non-refundable.
- Process: Cancel via the “Manage Booking” section on Cathay Pacific’s website or app. Refunds are processed within 7 calendar days, though interline flights or expired payment methods may delay processing.
Cancellations After 24 Hours
Fare Type Dependency:
- Refundable Fares (e.g., First Flex, Business Flex, Economy Superstar): Fully or partially refundable, often with no or lower cancellation fees, depending on fare rules. First Flex tickets can be refunded anytime without a fee.
- Non-Refundable Fares (e.g., Economy Supersaver): Typically non-refundable, but taxes and surcharges may be refunded. Cancellation fees apply, and the remaining value (if any) may be issued as travel credits.
- Partially Used Tickets: Refunds for unused segments are possible, minus cancellation fees, with taxes refunded.
Cancellation Fees:
- Fees vary by fare type, route, and timing, typically ranging from $100–$200 per passenger. For example, a reported fee of $150 per passenger was applied for a UK booking, even if described as “per booking” in some cases.
- For Asia Miles redemption tickets, a $120 or 17,000 Asia Miles fee applies for fully unused tickets canceled before expiry.
Special Circumstances:
- Full refunds (with fees waived) may be granted for emergencies like the death or serious illness of a passenger/immediate family member, subject to documentation (e.g., death/medical certificates) and airline approval.
- If denied boarding despite a confirmed reservation, or if a flight is delayed by 5+ hours or rescheduled causing a missed connection, a full refund is available.
Ticket Validity: Refunds must be requested within 2 years from the ticket’s issuance date.
Cancellations by Cathay Pacific
Passenger Rights:
- If Cathay Pacific cancels a flight without notifying you at least 14 days prior, you’re eligible for a full refund and potential compensation, unless caused by extraordinary circumstances (e.g., weather, strikes, or Sabbath/holiday restrictions in Israel).
- Compensation for cancellations with less than 14 days’ notice ranges from $275–$675, based on flight distance (e.g., $275 for 1,500+ km, $675 for 3,500+ km), under UK/EU regulations for flights departing from UK/EU airports.
- For U.S. flights, compensation up to $775 may apply for oversales or significant delays.
Rebooking: Cathay Pacific will automatically rebook you on the next available flight in the same cabin class at no cost. You’ll be notified via email, SMS, or app push notifications if contact details were provided.
Amenities: For extended disruptions, Cathay Pacific may provide meals, refreshments, or hotel accommodations, per their disruption guidelines.
Notification: If a cancellation is known 4+ hours before departure, Cathay Pacific will attempt to contact you. For bookings via travel agents, agents are notified 5+ hours in advance.
How to Cancel
By Phone:
- Contact Cathay Pacific’s Customer Care at +1-877-240-6770. A service fee may apply for non-online cancellations.
- For Asia Miles redemption tickets, call the Asia Miles or Marco Polo Club line.
In-Person:
- Visit a Cathay Pacific ticket counter at the airport. Provide booking details and any required documentation.
Through Travel Agents:
- If booked via a travel agent, contact them directly, as Cathay Pacific cannot process refunds for these bookings.
Refund Form:
- Submit an online refund request form on Cathay Pacific’s website for non-urgent cases, providing ticket details and payment information.
Refunds
Processing Time:
- Refunds to credit cards are processed within 7 calendar days, but bank processing may extend this. Cash/check refunds may take up to 20 business days.
- Complex cases (e.g., interline flights, expired cards) may require additional time and bank account details.
Method: Refunds are credited to the original payment method. For partially used tickets, the unused portion and taxes are refunded after fees.
Taxes/Surcharges: Refundable for unused or partially used tickets, even for non-refundable fares.
Flight Changes
- Rebooking: If you need to change dates/routes instead of canceling, use “Manage Booking” for same-route changes, subject to fare rules and potential fees/fare differences. Passengers on the same booking must change together online.
- No-Show Policy: Failing to cancel or show up without notifying Cathay Pacific may result in forfeiting the ticket’s value, especially for non-refundable fares.
Compensation for Delays
- For delays of 3+ hours, compensation of $275–$675 may apply, based on flight distance, under UK/EU regulations for UK/EU departures. If a delay exceeds 6 hours, you can abandon your trip and request a refund.
- Compensation is not available if notified 14+ days in advance or if an alternative flight meets specific timing criteria (e.g., departing within 2 hours and arriving within 4 hours of the original schedule).
Important Notes
- Fare Rules: Always check the specific terms and conditions at booking, as they govern cancellation fees, refund eligibility, and restrictions. These are accessible via “Manage Booking” or during purchase.
- Asia Miles: Canceling redemption tickets incurs a $120/17,000 miles fee for unused tickets, processed via “Manage Booking.”
- Consumer Laws: The 24-hour free cancellation policy does not affect statutory rights under local consumer laws (e.g., Taiwan’s Consumer Protection Act does not apply to international airlines).
- Notifications: Ensure contact details are updated in “Manage Booking” to receive disruption alerts via email, SMS, or the Cathay Pacific app.
