Group handling FAQs
Posted on {0}
| Category | Question | Answer (with SLA)* | General Group T&Cs | MICE Group T&Cs |
|---|---|---|---|---|
Booking & Offer |
How long is a "saved offer" valid? | Held for 96 hours. | Section 1B | Section 1C |
Booking & Offer |
Does "Save Offer" confirm booking? | No; booking is confirmed only after clicking Book, subject to availability. | Section 1B | Section 1C |
Booking & Offer |
Can a group PNR be split? | Yes; a group PNR can be split in GSO, but it cannot be reversed. | Section 1B | Section 1C |
| Eligibility | What is the minimum passenger requirement for group fare and MICE group bookings? | A minimum of 10 passengers is required for a group fare per Booking ID. A minimum of 30 passengers is required for a MICE group per Booking ID. | Section 1A | Section 1B |
| Eligibility | How are children counted for MICE FOC eligibility? | For FOC eligibility, every 2 children count as 1 adult passenger only for MICE group bookings. | NA | Section 1B |
*Terms and conditions applicable.
*NA = not applicable
| Category | Question | Answer (with SLA)* | General Group T&Cs | MICE Group T&Cs |
|---|---|---|---|---|
| VAB | What are Value-added Benefits (VAB)? | Optional benefits applicable only to MICE group bookings, subject to eligibility, operational feasibility, availability, and prior approval by the Carrier. | NA | Section 1A |
| VAB | Is prior approval required for VAB? | Yes. All VAB for MICE group bookings require prior approval by the Carrier through the Groups Team/CX Sales Team. | NA | Section 1A |
| VAB | What is the minimum passenger requirement for VAB eligibility? | A minimum of 30 passengers is required for MICE group bookings to be eligible for VAB unless specified. | NA | Section 1A |
| VAB | Are VAB transferable or redeemable for cash? | No. VAB for MICE group bookings are non-transferable, non-exchangeable, and not redeemable for cash. | NA | Section 1A |
| VAB | What VAB are available for eligible MICE groups? | Examples include FOC ticket, welcome in-flight announcement, complimentary seat upgrade and additional baggage allowance on approved routes. | NA | Section 1A |
| VAB | When should FOC and upgrade names be shared for MICE group bookings? | For MICE group bookings, FOC passenger names should be updated in OLGM once confirmed by the Groups Team. Upgrade requests should be emailed at least 10 days before departure, or 48 hours before departure if the PNR is created within one week. | NA | Section 1A |
| VAB | What documents are required to avail VAB for MICE group bookings? | Supporting MICE documents may be required, including event invitation, registration confirmation, organiser letter, event itinerary, or corporate confirmation. At deposit stage, a corporate letter in PDF on company letterhead is required. | NA | Section 1A / 1B |
| VAB | What is the FOC criteria for eligible MICE groups? | For every 16th Economy Class passenger in a round-trip group of at least 30, the base fare is waived. YR charges, taxes, and other charges remain payable. | NA | Section 1A |
| VAB | What is the in-flight announcement criteria for eligible MICE groups? | Available for 101 or more travellers on the same flight, with a minimum 96-hour advance request. Subject to crew discretion, safety, service procedures, and operational conditions. | NA | Section 1A |
| VAB | What is the upgrade criteria for eligible MICE groups? | One one-class upgrade for every 20th passenger in Economy Class, subject to space availability at check-in, airport control, cabin load, and operational approval. | NA | Section 1A |
| VAB | What is the additional baggage criteria for eligible MICE groups? | Applicable only to approved Production, Sports, or MICE groups travelling to/from the US or Canada. Economy passengers receive 1 additional piece up to 23kg, subject to prior approval and operational feasibility. | NA | Section 1A |
*Terms and conditions applicable.
*NA = not applicable
| Category | Question | Answer (with SLA)* | General Group T&Cs | MICE Group T&Cs |
|---|---|---|---|---|
| Payment | What is the deposit deadline? | As stated in the GSO contract. | Clause 2.1 | Clause 2.1 |
| Payment | What is the final payment deadline? | D-21 or earlier, as stated in the contract. | Clause 3.1 | Clause 3.1 |
| Payment | What happens if payment is missed? | The booking may be cancelled and the deposit may be forfeited. | Clause 3.4 | Clause 3.4 |
| Names & Ticketing | What is the names submission deadline? | Refer to the deadline shown for the Booking ID in the GSO contract. | Section 1D | Section 1E |
| Names & Ticketing | What is the ticketing trigger? | Full payment, complete names in OLGM, and group finalisation are required. | Clause 4.1 | Clause 4.1 |
| Names & Ticketing | Does payment alone trigger ticketing? | No; complete names and group finalisation are also required. | Clause 4.3 | Clause 4.3 |
| Names & Ticketing | How should passenger names be submitted? | Submit via OLGM using the uploaded name list file. | Section 1D | Section 1E |
| Names & Ticketing | Can passenger details be entered manually in OLGM? | Yes, passenger details can be entered or updated manually. | Section 1D | Section 1E |
| MAT | What is the minimum MAT requirement? | A minimum materialisation of 80% at ticketing. | Clause 5.1 | Clause 5.1 |
| MAT | What happens if MAT is not achieved? | A shortfall penalty will apply. | Clause 5.2 / 6.1 | Clause 5.2 / 6.1 |
| Category | Question | Answer (with SLA)* | General Group T&Cs | MICE Group T&Cs |
|---|---|---|---|---|
| Baggage | What is baggage allowance? | Economy: 1 piece (23kg); Premium: 2 pieces (23kg each); Business: 2 pieces (32kg each). | Section 1C | Section 1D |
| Baggage | Can additional baggage be requested? | Yes; notify the Groups Team before final payment, as this may result in a fare revision. Post-ticketing excess baggage is payable at check-in. |
Section 1C | Section 1D |
| Services | What is the meal request deadline? | At least 24 hours before departure. | Section 1D | Section 1E |
| Services | Can seats be assigned for group bookings? | Yes; seat assignment can be made via Passenger List upload in OLGM, subject to availability. | Section 1D | Section 1E |
| Services | Are preferred or extra legroom seats allowed for group bookings? | No; preferred and extra legroom seats are not permitted. | Section 1D | Section 1E |
| Services | Can seats be changed after check-in? | Yes; seat changes are allowed after check-in, subject to availability. | Section 1D | Section 1E |
| Services | Can meal requests be submitted through the uploaded name list? | Yes; meal requests can be included in the uploaded name list template. | Section 1D | Section 1E |
| Check-in | What is the online check-in availability? | Available from 72 hours before departure in Economy and 48 hours in Business. | Section 1F | Section 1G |
| Check-in | When can group e-tickets be downloaded? | Available after the Cathay group team issues the tickets. | Section 1F | Section 1G |
| Check-in | Can all group e-tickets be sent to one email address? | Yes; all group e-tickets can be sent in one email. | Section 1F | Section 1G |
| Travel Documents | Who is responsible for passport and visa checks? | The agent is responsible for ensuring each passenger holds valid travel documents and meets all passport, visa, entry, exit, transit, health, and immigration requirements for the itinerary. | Clause 9.6 | Clause 9.6 |
| Category | Question | Answer (with SLA)*General Group T&Cs | General Group T&Cs | MICE Group T&Cs |
|---|---|---|---|---|
| Changes | Are name changes allowed? | Yes; up to 10% of the group may be changed until D-5. | Clause 7.1 | Clause 7.1 |
| Changes | Is rebooking allowed? | Yes; up to 10% may be rebooked until D-5, subject to availability. | Clause 6.3 | Clause 6.3 |
| Cancellation | What is the post-ticket cancellation rule? | A 100% base fare penalty applies after D-21. | Clause 6.2.1 | Clause 6.2.1 |
| Cancellation | What is the no-show policy? | The base fare is non-refundable and rebooking is not allowed. | Section 1H | Section 1I |
| Pricing & Taxes | Are group fares protected against fuel surcharge (YR) increases? | No. YR and other applicable charges may change until full payment is made and tickets are issued. | Section 1H | Section 1I; Clause 3.3 |
| Pricing & Taxes | When is the fuel surcharge (YR) finalized for group bookings? | YR, taxes, and all charges are finalized only after 100% payment is received and tickets are issued. | Section 1H | Section 1I; Clause 3.3 |
| Pricing & Taxes | Can fuel surcharge (YR) and taxes increase after a group booking is confirmed? | Yes. Even after booking confirmation, YR and taxes remain subject to change until ticket issuance. | Section 1H | Section 1I; Clause 3.3 |
| Pricing & Taxes | Who bears the increase in fuel surcharge before ticketing for group bookings? | Any increase in YR or taxes must be borne by the agent/customer at the time of final payment. | Section 1H | Section 1I; Clause 3.3 |
| Pricing & Taxes | What should agents do before making final payment for group bookings? | Agents must verify the latest fare and taxes in OLGM before issuing final payment. | Clause 3.2 | Clause 3.2 |
| Support | Who should be contacted for queries? | Please contact SAMEA_groups@cathaypacific.com | Clause 10.1 | Clause 10.1 |
These FAQs are provided for quick reference only.
FAQs that specifically mention “MICE” apply only to MICE group bookings.
All other FAQs apply to general group bookings and MICE group bookings unless otherwise stated.
For full booking terms, conditions, timelines, and applicable policies, please refer to the Group Terms and conditions (General)