Cathay Pacific Review – Seats, Amenities, Customer Service, Baggage Fees, and More

BY 

Amar Hussain

- UPDATED: April 26, 2021   |    2

1. Travel  / 
2. Airlines

2

Full Disclosure: We may receive financial compensation when you click on links and are approved for credit card products from our advertising partners. Opinions and product recommendations on this site are ours alone, and have not been influenced, reviewed or approved by the issuer. Please see our Advertiser Disclosure for more details!

Cathay Pacific has a vast global network serving over 200 destinations across Asia, Australia, the Americas, Europe, and Africa.

If you’re planning on flying this 5-star airline, then we’ve outlined all the info you need, including baggage and other extra fees, in-flight amenities, customer satisfaction, and more.

Basic Information

Airline: Cathay Pacific

Alliance: Oneworld

Category: International airline

Frequent Flyer Program: Asia Miles and Marco Polo Club

Tagline: “Life Well Travelled”

Mission Statement: “Our vision is to be the world’s best airline. Being the best means that we always strive to excel in everything we do. Our dynamic team provides the highest quality service so that our customers are happy they chose Cathay Pacific.” (Source.)

Fleet: 201

Main Hub: Hong Kong International Airport (HKG)

Destinations: Over 200 destinations across Asia, Australia, the Americas, Europe, and Africa

Asia Miles Frequent Flyer Program

Asia Miles is Cathay Pacific’s rewards program, where Asia Miles and Marco Polo Club (Cathay Pacific’s loyalty program) members can earn points to use towards lifestyle and travel rewards.

Points can be redeemed for flights with Cathay Pacific and Oneworld partners such as American Airlines.

To benefit from elite tier status benefits with Cathay, you’ll need to join the Marco Polo Club, that charges a $100 application fee. Membership benefits include priority boarding, access to business class lounges, preferred seating, and additional baggage.

Hot Tip: Read more about Asia Miles and the Marco Polo Club in our Cathay Pacific Asia Miles Loyalty Program Review.

Ticketing Options

Cathay Pacific has ten fare options across its four cabin types. Below is information on the booking conditions and benefits, excluding in-flight amenities, which are covered later in this article. Fees can be found in our “Other Fees” section.

Economy Supersaver

This entry-level economy fare is the cheapest available but does come with its restrictions.

You’ll incur a fee to pre-book a seat, and for long and short-haul international routes, the fare cannot be canceled or changed (excluding routes from mainland China to Hong Kong where a fee would be incurred.) With this fare, it’s also not possible to upgrade using miles.

Economy Core

Economy Core allows you to select a seat for free, permits booking changes for a fee (lower than the Supersaver fee for mainland China to Hong Kong flight), and has a higher Asia Miles earning rate. As with the Supersaver fare, you aren’t permitted to upgrade using miles.

Economy Standard

This fare has the same benefits and restrictions as Economy Core but does permit you to upgrade using miles.

Economy Flex

This flexible fare allows you to select a seat for free, permits booking changes free of charge or for a smaller fee, has a higher earning rate for Asia Miles, and allows passengers to upgrade with miles.

Premium Economy Standard and Flex

Both fares allow you to select your seat for free and permits booking changes and cancellations for a fee. Passengers can collect Asia Miles points with a higher earning rate for Flex fares and are permitted to upgrade using miles on the Flex fare.

Passengers also benefit from dedicated check-in desks, increased baggage allowance, and priority boarding.

Business Save, Standard, and Flex

All of these fare types allow free seat selection and permit changes and cancellations for a fee (lower fee than for Standard and Flex). Business passengers can collect Asia Miles points on all fares, with a slightly higher earning rate for Flex fares, and can upgrade with miles.

Business passengers benefit from dedicated check-in desks, increased baggage allowance, priority boarding, and access to business class lounges.

First Standard and Flex 

Both fare types allow free seat selection, permit changes, and cancellations (First Standard incurs a fee while Flex is free of charge). Both fares have the same earning rate for Asia Miles.

First Class passengers benefit from dedicated check-in areas, fast-track security at some airports, priority boarding, and access to first class lounges.

Hot Tip: If you’re interested in redeeming your miles for reward flights, you can read our article on redeem Cathay Pacific Asia Miles for max value.

Cathay Pacific Baggage, Other Fees, and Add-Ons

Cathay Pacific Carry-On Allowance

All passengers are permitted to bring 1 personal item (such as a handbag or briefcase) and 1 standard carry-on bag.

The personal item must not exceed 6 x 12 x 16 inches and the standard carry-on must not be bigger than 22 x 14 x 9 inches.

Weight allowances depend on the cabin type and apply to a combined weight for the personal item and carry-on:

• Economy and premium economy: 15 pounds (7 kg)
• Business: 22 pounds (10 kg)
• First: 33 pounds (15 kg)

Marco Polo Silver and Gold members are allowed increased cabin baggage weight:

• Economy and premium economy: up to 22 pounds (10 kg)

Marco Polo Diamond members are allowed increased cabin baggage weight:

• Economy, premium economy, business, and first class: up to 33 pounds (15 kg)

Lap Infant Carry-On Policy

Lap infants are permitted one piece of carry-on that must not exceed 45 inches. A stroller or car seat is also permitted up to the maximum weight allowance of the cabin weight for the adult ticket.

Cathay Pacific doesn’t disclose its policy on strollers in the checked compartment.

Cathay Pacific Checked Baggage Allowance

All checked bags must not exceed the maximum linear dimensions of 80 inches and the weight allowance is determined by the route.

On Most Flights (excluding the Americas and Auckland/Christchurch)

Weight can be distributed across the maximum number of pieces, but a single piece should not exceed more than 32 kg or 70 pounds. 

Flights to, from, or through the U.S., Canada, and Central and South America

Hot Tip: For more information on baggage excess fees, waivers, and exemptions check out our Cathay Pacific baggage fees article.

Other Cathay Pacific Fees and Add-Ons

Change or Cancellation Fees (Cash Tickets)

Rebooking date and time change fee: $150 for promotional fares, Economy Saver, Premium Economy Standard, and Business Save. $50 for Standard Economy.

Rerouting: $150 plus the fare difference.

Cancellation for unused and partially used tickets: $150.

Cancellation for expired tickets: $200.

Name correction: Fees dependent on change required.

Tickets issued by Reservations Department: $39.

Extra legroom seat: $23 to $199.

Seat reservation fee (for Economy Supersaver tickets): $8 to $43.

Unaccompanied minor: $150 plus tax (per one-way route).

Transporting a pet: Animals aren’t permitted in the cabin or as checked baggage. They’re transported in the cargo hold and fees vary depending on the size and weight of the crate.

Hot Tip: We’ve also included information about Cathay Pacific in this article: Airline Cancellation & Change Fees For Award Flight Bookings.

How to Avoid Paying Excess Fees and Travel Expenses

There are many travel rewards cards that offer an annual “airline credit” allowance that you can put towards extra expenses such as baggage fees — and others where you can use your points balance to pay off some (or all of) your statement charges!

Here are some cards that we recommend:

Inflight Inclusions, Amenities, and Seat Specs

Economy

Amenities include:

• Seat storage for valuables
• Shelf for your cell phone or tablet
• Ergonomically-designed, cushioned seating with adjustable headrest and generous legroom
• 11.6-inch personal touchscreen TV with films, music, and games
• Complimentary meals, award-winning wines, and other beverages
• Newspapers, magazines, and game packs for children

Premium Economy

Amenities include:

• Welcome drink on long-haul flights
• Regular complimentary snacks and drinks
• Spacious seating with generous recline and legroom (calf rest and leather footrest on Boeing 777-300ER aircraft)
• Complimentary meals, award-winning wines, and other beverages
• Larger tray table than economy and cocktail table for extra room for beverages
• Amenity kit on long-haul flights
• Personal touchscreen TV with films, music, and games
• Noise-canceling headphones

Business Class

Amenities include:

• Dedicated cabin crew and a personalized service
• An award-winning seat that converts into a lie-flat bed on long-haul flights
• Ergonomically-designed, cushioned seating with adjustable headrest and generous legroom on short-haul flights
• Privacy partitions, large table, and power outlets
• Fine food with locally sourced ingredients, complimentary award-winning wines, and other beverages
• Personal touchscreen TV with films, music, and games
• Noise-canceling headphones
• Amenity kit with Jurlique skincare items
• Soft duvet cover, and pillow

First Class

Amenities include:

• First Class Suite leather chair, with built-in massages settings, that converts to a lie-flat bed
• 500 thread count cotton duvet and pillows
• Sleep suit
• Aesop amenity kit with items such as hand balm, facial hydrating cream, and lip cream
• Spacious work area with a power outlet and USB port
• 4.3-inch touchscreen and controller to control a range of services such as do not disturb and wake-up time notices for the crew
• 18.5-inch TV screen with on-demand entertainment
• À la carte dining
• Champagne and award-winning wines

Seat Specs

Cathay Pacific has 5 types of airplane in its fleet with varying seating configurations.

Airbus A330-300 33E/33P
	Seat Count	Seat pitch	Seat width
Business	39 (24 on 33P)	45″	21″
Economy	223 (293 on 33P)	32″	18.2″

Airbus A330-300 33K
	Seat Count	Seat pitch	Seat width
Business	39 flatbeds	82″	20.2″
Premium Economy	21	38″	19.3″
Economy	191	32	18.45″

Cathay Pacific Customer Satisfaction

The general consensus for Cathay is pretty good, which is what you would expect for a 5-star airline. Many customer reviews state that it’s worth paying a bit extra to fly with them over another airline.

They’re noted frequently for their excellent, attentive service, and Cathay states that their cabin crew try to anticipate the needs of the customer in their first class cabin.

The few negative comments on their social media sites mostly reference poor call center customer experience, with long call wait times and occasionally no answer at all.

Cathay has some great reviews on TripAdvisor, with 72% of travelers rating them excellent or very good, 15% average, and 13% poor or terrible.

Negative reviews on sites such as TripAdvisor tend to cover flight delays with a lack of communication or compensation from ground staff during these events.

Most Common Complaints

No official statistics can be found on Hong Kong’s Civil Aviation Department website.

Consumer Rankings and Ratings

We’ve rounded-up the results for a few popular review sites so you can see how Cathay is rated.

Skytrax Ranking: 5 Star Airline (out of 5)

Skytrax Customer Rating: 7/10

Tripadvisor Airline Review Rating: 4/5 (average from 13,293 reviews)

Kayak Customer Rating: 8/10 (average from 5,613 reviews)

Safety and Performance

Cathay Pacific has a 7/7 safety record as awarded by AirlineRatings.com. This takes into consideration whether the airline has an IATA Operational Safety Audit Certification, combined with information from the World’s Aviation Governing Body, plus government and crash records.

Awards and Notable Mentions

IMA Italian Mission Award 2018: Best Economy Class

Ming Pao Weekly Elite Awards 2017: Airline Category

APEX Regional Passenger Choice Awards: Best Entertainment (Asia and Australia region)

Cellars in the Sky 2017 Award by Business Traveller Magazine: Best First Class Sparkling

Charity Partnerships

As with many other airlines, Cathay collects spare change from its passengers, and the collection is donated to UNICEF who they’ve had a long-standing relationship with since 1991.

Cathay also participates in relief projects, holding fundraising events for donations and transporting relief supplies and rescue teams to required areas around the world.

In Hong Kong, Cathay has a volunteer team with over 1,500 staff participating in activities for local communities.

Final Thoughts

Many customers of Cathay Pacific tend to agree with the airline’s 5-star status, with its excellent service in the air, relatively young fleet of aircraft, generous seat width, and extensive legroom, it’s no wonder people love it.

Some disgruntled customers complain that Cathay isn’t as good as it used to be. Cost-saving is blamed for this with less cabin crew and quality of meals deteriorating.

However, these complaints are in the minority, and Cathay is mostly perceived as a high-quality airline with a real emphasis on service.

---

Featured Image Credit: CathayPacific.com