✅ Trip Verified
| San Francisco to Beijing via Hong Kong. I have been a Marco Polo member and several flights back and forth from the USA and Asian countries every year. Today, I called in to request a refund of a ticket that I had canceled several weeks ago. When I canceled, I thought that that was enough and I didn't have to call them to "request for a refund" until I realized that the fund has not been credited back to me. After waiting for more than 30 minutes, I talked to an agent. She started the conversation with a nice greeting. Then after she realized that the travel date of the CANCELED ticket has been passed and I didn't call in for the refund request earlier, she began to tell me that I have to be charged for "no-show" and "cancelation fee" (even though my ticket was canceled within the 24-hour grace period). To be honest, I didn't even know what I was supposed to call to "request" this refund, and I explained to her my situation. She put me on hold for a little while and talked to someone. She then came back and told me that Cathay can waive the no-show fee but not the cancelation fee. I told her that I did cancel within 24-hour and Cathay is obliged to not charge me any cancelation fee. I'm not unhappy because of the charge she insisted, but actually about what she was saying next. She said "if you don't have anything else to say, then finish paying for the charge because I don't have time to stay on the line with you for this issue". Really? I waited more than half an hour for the call. I admit, there are many customers on the line, but our call was not even 5' yet and more than 90% of the time it was about her checking the system and talking to someone else. But more importantly, I have never experienced any response like this from any customer service reps, and certainly not from Cathay Pacific customer service. Then I politely asked her that I'd like to speak to her manager. She told me "ok", but then she re-directed me back into the mainline and there was the wait all over again. Honestly, this is the WORST experience I have ever had from any type of customer reps. Since the time I started flying with Cathay, the service continues to go down spirally. There were indeed flying experience with Cathay, but I do not see the same level of service across different times, even on the same routes. I have almost over 300K Asia miles and I intend to use it, but I will not travel with Cathay ever again after that.