✅ Trip Verified
| Madrid to Hong Kong. On my Palma to Madrid flight with Cathay Pacific, the code share partner Iberia refused to issue me my boarding pass for Madrid to Hong Kong when I checked in in Palma on August 11. I was told to get the boarding pass when I arrived in Madrid, this despite my plea that I had under 1.5 hours transit time. Things got worse when I arrived in Madrid. There was no Cathay Pacific counter in the transit hall, so I approached the Iberia counter to explain I needed my boarding pass to clear immigration in order to catch my flight to Hong Kong. The staff was adamant she could not meet my request as the two code share partners are on different systems. My only way to get the boarding pass was to get out of transit and check in at the Cathay counter. I kept pleading and finally the Iberia staff asked what time was my flight, and when I told her it was taking off in less than an hour, she took out a little notebook, found a number and called a Cathay Pacific line. The instruction from Cathay was to have her manually write down my name and flight number on a piece of paper, stamped with the Iberia company seal and present it to immigration. Her words to me were: "I'm not sure if this works but you will have to try. Now run, there is no time." So I ran as fast as I could. At the immigration check, I was asked where is my boarding pass and all I could produce was the manually written pass. Thankfully, he accepted it, I ran for the shuttle train and made it Terminal 4S where passengers were already queuing to board the plane. I looked for a Cathay Pacific staff in charge of the boarding procedures and explained to her "I need my boarding pass." Thankfully, she understood what I had just went through and quickly had my boarding pass printed. Even the Cathay Pacific staff in Hong Kong airport transit found it incredulous and urged me to ask the airline for an explanation so that it can rectify the issue before other passengers get caught out. I'm not sure if others have experienced similar with a code share partner refusing to issue a boarding pass because the airlines are on different systems. This is a back end matter that should have been settled before tickets are sold. Passengers like myself have paid for the ticket and do not expect to be denied boarding pass because of unresolved back end issues.