CX*/UO flight protection handling guide

As a result of the rising Omicron cases worldwide, further tightening of aircrew quarantine measures and flight bans from certain destinations have been imposed by the Hong Kong SAR Government. These restrictions continue to impact our flight schedule and, consequently, will further reduce our passenger flights to and from Hong Kong.

To minimise any delay and impact on our customer’s travel plans, we offer the option to fly with HK Express (UO), our Cathay Pacific Group partner airline. Please find the below guidelines for handling CX*/UO flight protection cases if your traveller has been protected to a UO flight.

Flight protection

Travellers who have been protected to a UO flight will enjoy the following:

• Complementary meal service
• Marco Polo Club points/Asia Miles **
• Lounge access **
• Downgrade compensation (Eligible to UO Cabin Downgrade only)

 **Please note that these are subject to the eligibility in the original CX ticket.

Downgrade compensation

Your traveller will be eligible for a Downgrade compensation if they booked Business Class for their original flight and has been protected to a UO flight.

• Travel agents are required to contact our Customer Team to issue an EMD. Please submit Refund Application via BSP for the downgrade compensation with the EMD number AFTER FLOWN before refunding to your customer.
  
  
• CX will reject any downgrade refund application before the passenger has actually flown.

Alternatives

If your customer does not accept the UO flight protection offered, here are the options available:

Reschedule to another flight

• Complementary meal service – If there is any itinerary change on the UO sector, Travel agents would have to contact our Customer Team for assistance to input the special SSR in order to keep the complementary meal service. Please note there is no need to input the special SSR if the sector is rebooked to a CX flight.
• For Business Class passenger, rebooking and subsequent servicing can only be done by our Customer Team as the original ticket has been reissued by Cathay Pacific. Travel agents please contact Customer Team for assistance.

Cathay Credit for totally unused ticket – To swap the ticket for Cathay Credits and for subsequent rebooking and servicing, please contact our Customer Team for assistance.

Offer Involuntary full refund – Travel agents can submit a Refund Application (RA) via BSP link with the original ticket number or reissued ticket number issued by Cathay Pacifc.

Thank you for your continued business and partnership.