Refund from Cathay Pacific
 

Has anyone dealt with Cathay Pacific for a refund?

I purchased a ticket more than three months ago in Feb but had to cancel the trip (before the departure date). I canceled by phone in March and still have the name of the agent who handled the cancellation and the ticket number with me. I was told that the refund would take 6-8 weeks to be processed.

It's been more than three months since I canceled that ticket. I called CX twice but was connected to an answering machine. The agents always said that the cancellation department is permanently busy and makes customer leave voice mail messages. I was also told that my message would be returned within 24 hours. So far, I have not received any call back.

This is just frustrating. I have not had such crappy customer service with other airlines. What do I need to do? Do I need to, for instance, threaten to sue?

Cathay Pacific is great for providing top notch service during flights, but they are also known to be really bad when it comes to customer service regarding complaints/refunds/issues.

If your airfare warrants a refund you will get it eventually, but it takes a long time. I have heard stories of up to 6 months. CS phone centers are a major PITA as you already know. Difficult to get through and if you do, you may end up hearing what you want to hear but it's hardly ever true.

I would write a letter to their main office in HKG and demand action. My friends had better success when they actually wrote a letter than they ever had with phone/e-mail communication.

Good luck!

How about checking with the credit card company?

Thanks for the reply. Cathay indeed provides worse customer service outside the aircraft than all American airlines.

I did talked one agent and brought up the possibility of taking legal action. That prompted the agent to connect me to the refund department. The second was very rude and impatient. The issue still remains unresolved but at least threatening to sue enabled me to talk to somebody.

BTW, I believe CX's in-cabin service is not that great anymore.