Information |
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Cathay Pacific main website:
Cathay Pacific CX Agents website:
For Asia Miles please refer to the latest special ticketing guideline: https://www.asiamiles.com/en/support/latest-news.html
For other airline redemption please contact the redemption carrier except if flight disruption is within 48 hours of flight departure please contact the North America Global Call Centre for travel agents for alternative option.
USA: 1-800-848-5008
Canada: 1-800-833-6168
Note: The above contact numbers are for travel agents use only. Please do not refer your clients to call the above numbers.
Schedule changes, cancellations handling |
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Just like any other schedule changes, you will receive notifications via SSR messages.
If your client's flights are cancelled, handle as usual flight cancellations, you do not need to refer to special ticketing guidelines:
• Passenger can make a full refund for totally unused or partially used tickets if you have received notification that the flight has been cancelled or changed. Input waiver code TAM2020 in endorsement box to apply for refund through ARC/BSP.
• If you need to rebook passenger within 48 hours prior to departure of the original flight please input "INVOL" in the endorsement box.
• If you need to rebook passenger beyond 48 hours prior to departure of the original flight please input "SKCHG" in the endorsement box.
If the protection offered is not acceptable please contact Cathay Pacific Airways North America Global Call Centre for alternative option:
USA: 1-800-848-5008
Canada: 1-800-833-6168
If rebooking is due to a flight cancellation, yes you can rebook onto a different booking class within the same cabin on Cathay Pacific (CX) and Cathay Dragon (KA) flights only. Use the original booking class for interline bookings and use the original ticketed fare basis for both Cathay Pacific (CX) and Cathay Dragon (KA) and interline.
Note: If final destination is Sydney, Australia, then rebooking should be based on availability in the ticketed subclass only.
We are unable to endorse passenger to another carrier. Travel agent refund per the special ticketing guidelines.
If the layover is over 6 hours and is due to involuntary schedule change, CX will provide a day room or overnight hotel accommodation during transit in Hong Kong. Please contact Cathay Pacific Airways North America Global Call Centre for travel agents to request hotel accommodation.
USA: 1-800-848-5008
Canada: 1-800-833-6168
Refunds |
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If you have received notification that the flight has been cancelled or changed and passenger wants to make a refund due to involuntary flight cancellations or involuntary schedule change please input waiver code TAM2020 in endorsement box. Please note this waiver code do not apply for rebooking and rerouting request.
Please refer to our special travel waiver policy in Cathay Pacific CX Agents website:
The waiver code can be found under endorsement that begins with COMP, please input the appropriate COMP code in the endorsement box.
For partial refund calculation under current situation, please refund the un-used ticket coupons base on the calculation example below.
Below example applies to ticket with same booking class only.
Refund the un-used portion base on Ticketed Point Mileage (TPM) proportion.
e.g. SIN-HKG-NRT-HKG-SIN at SGD 3146 (Published fares equal gross fares/ Market fares equal net fares).
TPM on SIN-HKG = 1594 (system entry: FQMSINHKG)
TPM on HKG-NRT = 1823 (system entry: FQMHKGNRT)
TPM on NRT-HKG = 1823 (system entry: FQMNRTHKG)
TPM on HKG-SIN = 1594 (system entry: FQMHKGSIN)
Total TPM = 6834
(Please note the above FQMSINHKG entry is an Amadeus function to show the TPM, please consult with your respective GDS for correct entry).
Un-used ticket coupons = HKG-NRT-HKG Refund = SGD 3146 x (3646/6834) = SGD 1678 (Un-used tax and surcharges can be refunded).
If you need further assistance on ticket refund calculation please email your request to the following: Canada Refund Group: ca_refund@cathaypacific.com USA Refund Group: us_refund@cathaypacific.com.
Advance seat reservations are non-refundable except if its due to flight disruption.
If payment for advance seat reservation is made through a travel agent and passengers affected flight comply with Cathay Pacific (CX) and Cathay Dragon (KA) travel waiver policy.
Please email your refund request to:
Canada Refund Group: ca_refund@cathaypacific.com
USA Refund Group: us_refund@cathaypacific.com.
If payment for advance seat reservation is made directly by passenger to CX and the passengers affected flight comply with the Cathay Pacific (CX) and Cathay Dragon (KA) travel waiver policy. Please contact Cathay Pacific Airways North America Global Call Centre for travel agents:
USA: 1-800-848-5008
Canada: 1-800-833-6168
Please contact Cathay Pacific Airways North America Global Call Centre for travel agents:
USA: 1-800-848-5008
Canada: 1-800-833-6168