Customer rights and regulations

If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

Si l’embarquement vous est refusé ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.

In the event of a delay, cancellation or denial of boarding, we will notify passengers as soon as possible, detailing the reasons for the disruption and providing regular status updates. This will be communicated by audible announcements, visible announcements (upon request) and other available communication methods the passenger has selected. Accessible communication will be provided to passengers with disabilities.

Once the original scheduled departure time has passed, these status updates will be communicated every 30 minutes until a new take-off time is confirmed or an alternative travel arrangement is booked.

Denied boarding occurs when the overall number of passengers is greater than the number of seats that may be safely occupied.

If denial of boarding is necessary due to situations within our control, or within our control but required for safety purposes, we will first ask passengers if they are willing to give up their seat in exchange for an agreed amount of compensation, which must be presented in writing.

If a volunteer cannot be found, passengers denied boarding for reasons within our control, or within our control and required for safety purposes, are entitled to the same standards of treatment for delays and cancellations. They are also immediately entitled to their choice of rebooking and refund requirements.

If the denial of boarding is within our control and not required for safety reasons, we will pay compensation to the passenger based on the delay in arriving at their destination:

• Less than 6 hours: CAN$900
• 6 or more hours, but less than 9 hours: CAN$1,800
• 9 or more hours: CAN$2,400

1. an unaccompanied minor;
2. a person with a disability and their support person, service animal, or emotional support animal, if any;
3. a passenger who is travelling with family members; and
4. a passenger who was previously denied boarding on the same ticket.

In the event of a tarmac delay at a Canadian airport, we will provide the following minimum standards of treatment:

• Access to working lavatories;
• Proper ventilation;
• Food and drink;
• The ability to communicate with people outside the plane free of charge, if feasible
  

We will provide an opportunity for passengers to disembark:

• Three hours after the aircraft doors have been closed for take-off; and
• Three hours after the flight has landed, or at any earlier time if it is feasible

In order to ensure passengers reach their destination, we are permitted  to stay on the tarmac for one additional 45-minute window, should take-off be imminent.

The Montréal Convention sets the maximum liability for damages for lost, damaged or delayed baggage during international travel at 1,131 Special Drawing Rights (SDR). In addition, the regulations require the reimbursement of any baggage fees.

Depending on the size and weight of the instrument, passengers may need to check their instrument into the hold, or buy an extra seat.

Hand baggage
Passengers are welcome to bring small musical instruments, like flutes or violins, onto the plane as part of their hand baggage allowance. If there is no stowage space available, the instrument will have to be checked into the hold.

Dimensions should not exceed 93 x 39 x 24cm or 36 x 15 x 9in (height x width x depth) including the case. Weight should not exceed 7kg (15lbs) including the case.

Check-in baggage
Large musical instruments, like guitars or cellos, which exceed the above limits or the cabin baggage allowance, must be checked into the hold. Standard weight and dimension restrictions for check-in baggage apply (these dimensions include the hard case of the instrument).

If a passenger exceeds their check-in baggage allowance, they can purchase extra baggage. The maximum weight for extra baggage is 32kg (70lbs) with a maximum of 158cm (62in in) total dimensions. Total dimension is the sum of a bag's width, height and length. Extra baggage charges apply.

Stowing your instrument in the cabin
Passengers can store larger musical instruments on a purchased seat if they do not want to check them in. Instruments must be stored in a hard case – our ground staff will fasten it upright into the seat in the canvas bag provided.

Dimensions should not exceed 136 x 48 x 44cm or 54 x 19 x 17in (height, in vertical position x width x depth) including the case. Weight should not exceed 32kg (70lbs) including the case.

Passengers who would like to purchase an extra seat for a musical instrument are advised to contact their local reservations office at least three working days before departure.

Travelling in First and Business class
Seats in First and Business class may be able to accommodate a musical instrument in an upright position or a musical instrument exceeding the common dimensions of 136 x 48 x 44cm (54 x 19 x 17in). Passengers may contact their local reservations office or local travel agent for details.

Change of aircraft
If there's no stowage space due to a change of aircraft, we reserve the right to refuse to carry your instrument on the grounds of safety. If there is adequate space in the cabin, you may have the option of purchasing a seat for your instrument if it meets our dimension limitations (see "Stowing your instrument in the cabin" above).

If a flight has been delayed for three hours or more, or if a flight has been cancelled, we will arrange a rebooking. The passenger will be rebooked on the next available Cathay Pacific flight from the airport indicated on the ticket using a reasonable route.

Alternate arrangement (reroute or refund)
For delays and cancellations within our control, if the next available flight would depart nine hours or more after the original scheduled departure time, we will rebook the passenger on another airline.

If we are unable to rebook the passenger on a flight leaving the airport on the ticket within 48 hours of the original departure time, we will arrange transportation for the passenger to a nearby airport, where available, and book them on a flight from that airport using a reasonable route.

Rebooking must be done under comparable conditions (e.g. same class of service). If the rebooking is made in a lower class of service, we will arrange for a refund of the difference. If the rebooking is made in a higher level of service, we will not request any supplementary payment.

If the offered rebooking does not meet the passenger’s travel needs, the passenger will be entitled to a refund. The passenger will, in addition to a refund, also be entitled to a lump sum payment of CAN$400, reflecting the applicable minimum compensation for delays of at least three hours but less than six hours (see “Minimum levels of compensation” below).

For delays or cancellations outside of our control, if the Cathay Pacific next available flight is not scheduled to depart within 48 hours, we will rebook the passenger on another airline, including those departing from a nearby airport.

Standards of treatment
We will meet the minimum standards of treatment established by the APPR for all flight delays and cancellations that are either:

• within Cathay Pacific’s control, or;
• within Cathay Pacific’s control but required for safety purposes, where the customer has been informed of the delay less than 12 hours before the departure time

Once a departure has been delayed by two hours, we will provide access to a means of communication. We will also provide passengers with food and drink in reasonable quantities, taking into account the length of the delay, time of day, and the location of the delay.

If a delay is expected to extend overnight, we will provide hotel or other reasonable accommodation, including transportation to and from the accommodation. This will be provided free of charge to the passenger.

Minimum levels of compensation
We will provide compensation for delays and cancellations in situations within our control that are not required for safety.

When a passenger is informed of a delay or cancellation 14 days or less before departure, we will compensate the passenger based on the length of the delay upon arrival at the final destination:

• 3 or more hours, but less than 6 hours: CAN$400
• 6 or more hours, but less than 9 hours: CAN$700
• 9 or more hours: CAN$1,000
  

Compensation shall be offered in cash or equivalent (including electronic payments), but passengers can choose to accept other forms of compensation, which must be of greater value and cannot expire.

Deadline to file request
Passengers must file a request for compensation with the Customer Relations Department within one year of the flight delay or flight cancellation in order to receive the minimum compensation.

Deadline to respond
The Customer Relations Department will provide compensation, or an explanation as to why compensation is not payable, within 30 days of receiving the request.

The Customer Relations Department will not refuse a passenger’s claim based on the their eligibility for compensation under a different passenger rights regime. However, passengers will only be able to receive compensation under these regulations if they have not already received compensation for the same event under a different regime.

1. If you have a confirmed reservation and you have been denied boarding (other than for reasons allowed by law) or your flight has been cancelled, you are entitled to compensation and to other assistance. If you have responded to our request that you surrender your reservation in exchange for benefits, you will not be entitled to compensation but you will be entitled to receive the benefits and assistance referred to in paragraph 7 below.

2. Where you are entitled to compensation, we will pay you EUR 600 in cash or, with your signed agreement, in travel vouchers. Alternatively, at your choice, 40000 Asia Miles and EUR300 in cash or, with your signed agreement, in travel vouchers.

3. If we are able to offer you a different flight to your final destination under comparable transport conditions and the arrival time of the alternative flight does not exceed your original scheduled arrival time by four hours or more, the compensation payable to you will be reduced by 50%.

4. If your flight has been cancelled, you will not be entitled to compensation in the following circumstances:

(a) if we have informed you of the cancellation 14 days or more before your original scheduled time of departure; or

(b) if we have informed you of the cancellation between 7-13 days before your original scheduled time of departure and have offered you an alternative flight which allows you to depart no more than two hours before your original scheduled time of departure and to arrive at your final destination less than four hours after your original scheduled arrival time; or

(c) if we have informed you of the cancellation less than seven days before your original scheduled departure time and have offered you an alternative flight which allows you to depart no more than one hour before your original scheduled departure time and to arrive at your final destination less than two hours after your original scheduled arrival time.

5. We will also not pay compensation if we have had to cancel your flight because of extraordinary circumstances which we could not reasonably avoid.

6. You are also entitled to other benefits and assistance as set out in this notice if we have denied boarding to you against your will (other than for reasons allowed by law) or have cancelled your flight.

7. In either case we will offer you a choice between:

• reimbursement within seven days of the full cost of your ticket at the price for which it was bought for the part or parts of the journey which you are not making and for the parts already made if this flight no longer serves any purpose in relation to your original travel plan and, if applicable, a return flight; or
• re-routing to your final destination at the earliest opportunity under comparable transport conditions; or
• re-routing under comparable transport conditions to your final destination at a later date according to your convenience (and subject to availability).

8. We will also offer to you free of charge:

• meals and refreshments as reasonably required in relation to the waiting time
• hotel accommodation if a stay of one or more nights is necessary before you can be re-routed or given a return flight as appropriate
• transport between the airport and any overnight accommodation we provide
• two telephone calls, telex or fax messages or emails.

9. You are also entitled to assistance if we reasonably expect your flight to be delayed beyond its original scheduled time of departure for 4 hours or more

10. In the case of any of these delays, we will offer you free of charge:

• meals and refreshments as reasonably required in relation to the waiting time
• two telephone calls, telex or fax messages or emails

11. If your flight is expected to be delayed until at least the day after its original scheduled departure time, we will also offer you free of charge:

• hotel accommodation
• transport between the airport and any overnight accommodation we provide 

12. If the delay to your flight is at least 5 hours and you choose not to travel, we will offer you reimbursement of the full cost of your ticket at the price at which it was bought for the part or parts of the journey which you are not making and for the parts already made if this flight is no longer serving any purpose in relation to your original travel plan and, if applicable, a return flight.

13. This Notice and the rights it describes do not apply to you if you are travelling free of charge or at a reduced fare not made available directly or indirectly to the public. However, this notice and the rights it describes do apply to you if you are travelling with a ticket issued under a frequent flyer programme or another commercial programme operated by an air carrier or tour operator.

Many a time, passengers who hold a confirmed & valid booking, do not or are unable to report (i.e. ‘No Show”) for travel before the time limit specified by the airline. In such cases, an airline is allowed to levy appropriate ‘No Show’ penalty under Rule 135 of the Aircraft Rules, 1937 and the same will be deducted from the fare paid by the passenger.

To reduce the possibility of flight departing with unoccupied or empty seats, the airlines overbook flights to a limited extent. In such overbooking cases, an airline may have more passengers reporting for a particular flight than the seats available on such flight and as such, may need to deny the boarding to some of the passengers.

In the above event, before denying the boarding, Cathay Pacific Airways would endeavor to first ask volunteers to give up their seats so as to make such seats available for other booked passengers to travel on the flight. In return, Cathay Pacific Airways, at its own discretion, would offer to the volunteer such benefits / facilities which, it may wish to offer.

In case you are denied boarding involuntarily on a flight for which you hold a confirmed reservation, you are entitled to the following monetary compensation:

A] The monetary compensation indicated below shall be given as per the following provisions:  

a) An amount equal to 200% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 10,000, in case airline arranges alternate flight that is scheduled to depart within the 24 hours of the booked scheduled departure.

b) An amount equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000, in case airline arranges alternate flight that is scheduled to depart more than 24 hours of the booked scheduled departure.

c) In case passenger does not opt for alternate flight, refund of full value of ticket and compensation equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000.

Cathay Pacific Airways reserves the right to deny boarding to any guest under the influence of alcohol or drugs; for health, safety or security reasons; or in the absence of adequate travel documents and no compensation as referred to above shall be payable in such cases.

Cancellation means non-operation of a flight which was previously planned to be operated and on which, at least one place was reserved for a passenger.

A] In case of flight cancellations, whenever possible, Cathay Pacific Airways will endeavor to inform you through a telephone call, as far in advance as possible of the scheduled time of departure, provided at the time of creating your booking, you had given the relevant contact information e.g., working telephone number (landline or mobile) at the time of booking.

B] Subject to the above, if you are not informed at least two weeks before and up to 24 hours of the scheduled time of departure about the cancellation of the flight on which you were scheduled to travel, you are eligible for the following:

a) Compensation shall be offered in accordance with para 3.3.2 of DGCA circular no. ‘Civil Aviation Requirements, Section 3 – Air Transport Series M Part IV issue 1 dated August 6, 2010, which are:

INR 5,000/- or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of upto and including one hour.

INR 7,500/- or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of more than one hour and upto and including two hours.

INR 10,000/- or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of more than two hours.

The financial compensation indicated below shall be given only if the amount of ticket cost is higher than the compensation amount. If the cost of the ticket is less than the amount of compensation indicated above, the airline will be liable to compensate an amount equivalent to the ticket cost in addition to refund of air ticket.

Block time is the total time from the moment an aircraft first moves for the purpose of taking off until the moment it finally comes to rest at the end of the flight.

The compensation referred to in Para 3.3.2 shall be paid in cash, by bank transfer or with the signed agreement of the passenger in the form of travel vouchers, in accordance with CAR Section 3, Series M, Part II.

Additionally, the passenger shall be offered the choice between the following:

Refund of air ticket at the price it was purchased.

A flight to the first point of departure.

Alternate transportation under comparable/alternate mode of transport.

(whenever applicable), to the final destination.

Alternate transportation under comparable/alternate mode of transport (whenever applicable), to their final destination at a later date at the passengers’ convenience, subject to availability of seats.

The affected passenger shall be compensated with alternatives listed in Para 3.3.2 above and once the option has been selected the affected passenger will not have the option to switch to another form of compensation.

b) Refund of the ticket price in the event you do not wish to travel instead on our alternate or subsequent flight or on another carrier’s flight or if so desired by you, an alternate travel opportunity at no additional cost, subject to seat availability.

c) If you have already reported for your original flight and are waiting for the alternate flight at the airport, meal and refreshments in relation to the waiting time. (provide hotel accommodation where necessary including transfers).

C] However, please note that no financial compensation shall be payable to you, if you have not provided adequate contact information at the time of making your booking or when you are issued a ticket for firm travel on the selected flight. In such a case, Cathay Pacific Airways will either refund to you the ticket price or make reasonable endeavor to make alternate travel arrangements as per your choice. If you select to travel to your destination on an alternate flight, Cathay Pacific shall provide you with meals and refreshments in relation to the waiting time at the airport. (provide hotel accommodation where necessary including transfers).

D] Further, no such compensation shall be payable in the event:

a) You do not accept the alternate travel arrangement made by Cathay Pacific Airways Or

b) The cancellation occurs due to extraordinary circumstances beyond Cathay Pacific Airways’s control (as described in paragraph nos. IV [A] & [B] below) when all reasonable measures have been taken by the airline.

A] If you have already checked in on time and your flight has been delayed beyond its originally announced schedule time of departure or a revised time of departure of:

a) 2 hours or more in case of flights having a block time of upto 2 ½ hours; or

b) 3 hours or more in case of flights having a block time of more than 2 ½ hours and upto 5 hours; or

c) 4 hours or more in case of flights not falling under a) and b) above.

Meals & Refreshments will be provided in relation to the waiting time at the airport.

B] When the reasonably expected time of departure has a delay of within two hours, refreshments will be offered. Meals will be offered if the delay is within two to six hours. If the delay is pronounced for more than six hours, Cathay Pacific Airways shall provide you with Hotel Accommodation when necessary (including transfers).

Cathay Pacific Airways shall have absolute discretion in selection of hotels under the given circumstances and no reimbursement shall be made in this regard.

C] However, Cathay Pacific Airways shall not be obliged to provide you the facilities as mentioned in (A) and (B) above, if the delay is caused due to extraordinary circumstances, as defined in paragraph nos. IV [A] & [B] below, which could not have been avoided even if all reasonable measures had been taken.

A] Cathay Pacific Airways are not obliged to pay compensation in cases where the cancellations and delays have been caused by an event(s) of force majeure i.e., extraordinary circumstance(s) beyond the airlines’ control, the impact of which lead to the cancellation/delay of flight(s), and, which could not have been avoided even if all reasonable measures had been taken by Cathay Pacific Airways. Such extraordinary circumstances may in particular occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion, government regulation or order affecting the aircraft,strikes and labor disputes causing cessation,slowdown or interruption of work or any other factors that are beyond our control.

B] Additionally, Cathay Pacific Airways would also not be liable to pay any compensation in respect of cancellations and delays clearly attributable to Air Traffic Control (ATC), meteorological conditions, security risks, or any other causes that are beyond the airlines’ control but which affect Cathay Pacific Airways’s ability to operate flights on schedule. Extraordinary circumstances should be deemed to exist where the impact of an air traffic management decision in relation to a particular aircraft or several aircrafts on a particular day, gives rise to a long delay or delays, or an overnight delay, or the cancellation of one or more flights by that aircraft, and which would not be avoided even though all reasonable measures were taken to avoid or overcome the impact of the relevant factor and, thereby, the delays or cancellations are caused.

This CAR is issued under the provisions of Rule 133 A of the Aircraft Rules, 1937 and with the approval of Ministry of Civil Aviation for information, guidance and compliance of all concerned. This CAR shall be applicable to all scheduled and non-scheduled operators.

To be eligible for any of the rights to benefits listed below you must have been issued with a flight ticket for a Cathay Pacific Airways operated flight departing from or flying to Israel (including a flight with a stopover) - Hereinafter referred to as the : “Flight”.

In addition, the rights listed below only arise if you have presented yourself on time at the check-in counter of Cathay Pacific Airways at the airport and not later than the time specified for check-in and brought to your attention by Cathay Pacific Airways or your travel agency, and if no such time was set – at least 90 minutes before the flight time. You will not be eligible if you have received the flight ticket without payment or if the fare of the flight ticket was not directly or indirectly available to the public, except if issued under a frequent flyer program.

Basically, subject to eligibility and the existence of a relevant Cause of Action the benefits provided for under the Law are: Assistance services, Replacement of a flight ticket or reimbursement and, in certain circumstances, monetary compensation;

If you are denied boarding or your flight is cancelled or your flight's departure time is delayed by more than 2 hours, you will be entitled to receive food and drink in accordance with the waiting time ("Food and Drink") and to make 2 telephone calls and send a fax message or an e-mail ("Communication Services").

Further, if you are denied boarding or your flight is cancelled, you will also be entitled to hotel accommodation if an overnight or longer stay or a stay in addition to that which you originally intended becomes necessary, including travel services between the hotel and the airport or, if you have chosen to stay elsewhere at a reasonable distance from the airport, between such other place and the airport ("Accommodation and Travel Services").

If your flight's departure time is delayed by between 5 to 8 hours and you have been offered and accepted a Replacement Flight Ticket scheduled to take-off on the next day, you will also be entitled to Accommodation and Travel Services, unless the delay is caused by a protected strike or lock-out. 

If you are denied boarding or if your flight is cancelled (cancellation includes a delay of 8 hours or more from the departure time specified in the flight ticket and reference to cancellation in this notification includes such delay) or your flight's departure time is delayed by between 5 to 8 hours or your flight's departure time is brought forward by more than 5 hours and you have received notice of this change (the bringing forward of the flight time) less than 14 days before the flight time shown in your flight ticket, you will have the choice of either:

• a replacement flight ticket to your final destination on conditions as similar as possible to the conditions of the original flight ticket and at the earliest time possible, or at a later date in coordination with you, all subject to availability ("Replacement Flight Ticket"); or
• reimbursement of the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments ("Reimbursement"), which shall be made within 21 days of receipt of your written application. Notification of Rights to Benefits-Israel Aviation Services Law Reimbursement shall be subject to the following qualifications and clarifications (as well as those set out in this notification below):
• if your flight from the point of departure includes a stopover (of no more than 24 hours) operated by Cathay Pacific Airways, and the Cause of Action on which you rely arises with respect to a segment of the flight, then, provided you have not reached your final destination, you will be entitled to receive the full amount paid for the flight ticket even if a segment of the flight has been completed. If you have reached the stopover point and you no longer wish to continue to your destination due to the Cause of Action, Cathay Pacific Airways will also provide a return flight free of charge to the original point of departure.
• if the Cause of Action occurs with respect to the outgoing flight on a return flight ticket, you will be entitled to receive the full amount paid for the flight ticket. If the cause of action occurs in the return flight you will be entitled to receive half the amount paid for the flight ticket.
• subject to the provisions of the 2 immediately preceding paragraphs, you will not be entitled to Reimbursement if you have chosen to receive a Replacement Flight Ticket or if you have chosen to take a flight with respect to which a Cause of Action exists, provided that if you have accepted an offer of a flight ticket for a flight from another airport, you shall be entitled to reimbursement of travel expenses to that airport. 

If your flight's departure time is delayed by between 5 to 8 hours because of a protected strike or lock-out, you will not be entitled to choose to receive a Replacement Flight Ticket.

Subject to the conditions below, if you are denied boarding or your flight is cancelled or your flight's departure time is brought forward by more than 8 hours and you have received notice of the change (the bringing forward of the departure time) less than 14 days before the flight time shown in your flight ticket, you are entitled to receive compensation as follows ("Monetary Compensation"):

• NIS 3,460 for flights over 4,500 km (effective from 1 January 2024)

NIS = New Israeli Sheqels (Israeli currency)

Monetary Compensation will be reduced by 50% if you are denied boarding or if your flight is cancelled, and you have been offered and have accepted a Replacement Flight Ticket, provided that the delay in the landing time at your final destination, compared with the original landing time at the same destination is as follows:

• up to 6 hours for flights over 4,500 km.

If your flight is cancelled you will not be entitled to receive Monetary Compensation if you have received notice of the cancellation as follows:

• 14 days or more before the scheduled departure date;
• between 7 to 14 days before the scheduled departure date and you have been offered an alternative flight allowing you to depart no more than 2 hours before the original scheduled time of departure and to reach your final destination no later than 4 hours after the original scheduled time of arrival; or
• less than 7 days before the scheduled departure date and you have been offered an alternative flight allowing you to depart no more than 1 hour before the original scheduled time of departure and to reach your final destination no later than 2 hours after the original scheduled time of arrival.

Notwithstanding the aforegoing, you will not be entitled to Monetary Compensation if your flight was cancelled or if your flight's departure time was brought forward by more than 8 hours and you have received notice of the change (the bringing forward of the departure time) less than 14 days before the flight time shown in your flight ticket, because of special circumstances which were not under Cathay Pacific Airways' control, and could not have been prevented even if Cathay Pacific Airways had done whatever was under its control and/or because of a protected strike or lock-out. Further, if your flight was cancelled to prevent the desecration of the Sabbath or a Jewish holiday, you will not be entitled to Monetary Compensation.  Notification of Rights to Benefits-Israel Aviation Services Law Monetary Compensation, where due, will be paid in cash, by bank transfer, by check, or by other means expressly agreed to in writing by you, within 45 days of receipt of a written application. 

You shall be entitled to Assistance Services, Reimbursement or a Replacement Flight Ticket and/or Monetary Compensation, all as defined and described in this notification and except as otherwise provided in this notification, in the case of denied boarding, including due to overbooking, only after Cathay Pacific Airways has called for volunteers from amongst the registered passengers (including you) willing to waive their places on the flight in exchange for agreed compensation and not sufficient volunteers (including you) were found to waive their place on the flight.

You will not be entitled to receive Assistance Services, Reimbursement or a Replacement Flight Ticket and/or Monetary Compensation, if you are denied boarding for reasons relating to your health, a concern of harm to flight safety, security reasons or inadequate travel documents.

However, if you are refused boarding for a security reason, although you arrived to the airport at least 3 hours before scheduled departure, you cooperated in the security check and have been found eligible to fly and your travel documents were in order, then, subject to the aforegoing, you will be entitled to Monetary Compensation. 

Where Cathay Pacific Airways has decided to transfer you to a higher class of service than that stipulated in your flight ticket, you will not be subject to any extra charges. If you are placed, other than at your request, in a lower class than that stipulated in your flight ticket, you will be entitled to receive reimbursement of the price of the flight ticket or part thereof depending on the nature of the downgrading and the distance of the flight. Such compensation will be paid in cash, by bank transfer, by check, or by other means expressly agreed to in writing by you, within 21 days from the date of the flight.  

Compensation shall be given to passengers in the event of denied boarding, flight cancellations or long delays of flights on flights departing from Vietnam due to faults of operating carriers.

Denied Boarding

• Health problems causing damage to passengers, other passengers, or the flight.
• Prevent epidemic diseases.
• Passenger fails to conform to regulations on aviation safety, aviation security, aviation transport, or penalties for administrative violations against civil aviation.
• Passenger violates public order, endangers flight safety or creates negative effects on lives, health and assets of other people.
• Passenger under the influence of alcohol or other drugs loses control of his/her behaviors.
• Security reasons notified by a competent agency.
• At the request of a competent agency.

Flight Cancellation

• Weather condition causes negative effects on flight safety.
• Security risks cause negative effects on flight safety.
• Decision of a competent agency.
• Health problems of passengers (they suffer serious illnesses or die after boarding).
• Scheduled airplanes are sabotaged or fleets of airplanes are sabotaged.
• Armed conflicts, political instability or strikes.
• Aviation infrastructure or flight operational assurance fails to ensure the flight operation.
• Technical problems occur during the operation of the airplane, from the time the captain signs the record on receipt of aircraft ready for flight operation until the end of the flight.

Long Delay of Flight Delay

• Weather condition causes negative effects on flight safety.
• Security risks cause negative effects on flight safety.
• Decision of a competent agency.
• Health problems of passengers (they suffer serious illnesses or die after boarding).
• Scheduled airplanes are sabotaged or fleets of airplanes are sabotaged.
• Armed conflicts, political instability or strikes.
• Aviation infrastructure or flight operational assurance fails to ensure the flight operation.
• Technical problems occur during the operation of the airplane, from the time the captain signs the record on receipt of aircraft ready for flight operation until the end of the flight.

Other Cases

• Carriers can prove:
  • The carrier has provided the passenger with notice of flight cancellation or long delay of a flight in speech or by messages or emails no less than 24 hours prior to the scheduled departure time under addresses prescribed in Clause 7 Article 4 of this Circular No. 14/2015/TT-BGTVT; or
  • the carrier has made 2 telephone calls from 7 a.m to 10 p.m if the first call is not connected, the period of time between the first call and the second call is at least 20 minutes;
  • the passenger does not register contact information as prescribed;
  • the carrier is unable to contact the passenger according to his/her registered information.
• Passenger travelling on a free ticket or discounted ticket applied to Industry Discount Ticket or Agent Discount.
• Passenger has not arrived for check-in at the airport or another place agreed with the carrier.
• Passenger who voluntarily cancelled the confirmed reservation.

1. Cash
2. Bank transfer or other appropriate payment intermediary services, as requested by the customer
3. If the consumer agrees, free tickets, reimbursement documentation to continue using the carrier’s services, or other free services

1. At the airport where the flight is cancelled or where the flight takes off or lands.
2. The carrier’s branch or representative office where is designated by the carrier.
3. The compensation will be made to the account specified by the passenger.

Compensation payments will be made within 14 days from the date on which the passenger's request is received.