Customer Care Ticket Service Fee Policy

This policy review covers Cathay Pacific Customer Care Service Fee through phone channel. Service Fee refers to additional charges applied if the booking changes are handled through Customer Care by phone, i.e. fees being charged on top of the normal Term & Conditions (T&Cs) change fees and fare differences (if any) when the transaction is handled through Customer Care.  Under the policy, the criteria and fee level would be standardized and apply worldwide regardless of Point of Commencement and Point of Sales, effective from 1 Nov 2022. 
 

Criteria

• Apply to phone and chat servicing handle by Cathay Pacific Customer Care.
• No service fees apply for direct sales booking.
• Applicable to CX (160) ticket stock only.
  
• Service fee applicable for Local ticketing office and Airport ticketing office while passengers served by agent face to face are not in this scope.
   

Charges

• The service fee is charged on a “per booking” basis.
  

*Bookings made via travel agents.

** The above table refers to Cathay Pacific Customer Care service fee only, normal ticket change fee / fare difference (if any) still applies as per the ticket’s T&Cs.

Exemption

• Force majeure / compassionate reasons – exercise discretion as appropriate