Estimado socio,

La pandemia de COVID-19 ha interrumpido muchos planes de viaje en todo el mundo, desde viajes de negocios hasta reuniones con amigos y seres queridos. A lo largo de este tiempo difícil, hemos trabajado para apoyar a los trabajadores médicos, los viajeros y las comunidades de todo el mundo, ya sea transportando equipos médicos cruciales a donde más se necesitan o ayudando a los más vulnerables de nuestra comunidad en Hong Kong.

Nos gustaría aprovechar esta oportunidad para destacar algunas de estas historias en curso de Cathay Pacific que marcan la diferencia en un mundo cambiante.

Mantener las cadenas de suministro críticas en movimiento en todo el mundo

Uno de los grandes desafíos globales a lo largo de la pandemia ha sido la disponibilidad de suministros médicos y equipo de protección personal (EPP) cruciales, y desde el brote temprano del virus, hemos estado transportando estos suministros y equipos a donde deben estar en el país. mundo.

Esto ha dejado la demanda de carga aérea en un máximo histórico, y estamos operando más vuelos de carga y desplegando cientos de vuelos de pasajeros solo de carga, utilizando nuestros Boeing 777-300ER y nuestros Boeing 747, para ayudar a transportar estos suministros en todo el mundo. . Puede obtener más información sobre cómo transformamos un avión de pasajeros en un servicio solo de carga viendo el video aquí.

En nuestra ciudad natal, hemos apoyado el trabajo de los trabajadores médicos de primera línea y la gente de Hong Kong garantizando la entrega rápida de equipos de protección vitales y bienes esenciales, mientras continúan trabajando duro en nuestra lucha contra el virus.

Para aliviar la intensa presión sobre el sistema de correo aéreo, trabajamos junto con las propias instalaciones de Hongkong Post en el Aeropuerto Internacional de Hong Kong y establecimos un centro temporal de manejo de correo en Cathay Pacific Cargo Terminal en solo dos días. Habíamos procesado más de 90.000 envíos durante las cuatro semanas de febrero y marzo, el centro estaba en funcionamiento, incluidos unos 2.900 metros cúbicos de EPP para ayudar a nuestra ciudad a combatir la epidemia.

Traer gente a casa

La reconexión de amigos y familiares siempre ha sido el núcleo de nuestro trabajo. En los tiempos de incertidumbre que muchos viajeros han enfrentado durante la pandemia, Cathay Pacific ha estado a la vanguardia en llevar a las personas a casa de manera segura, realizando vuelos de rescate en todo el mundo para aquellos que quedaron varados por las restricciones de viaje y la interrupción.

Ayudamos en la repatriación de residentes de Hong Kong que estaban varados en diferentes países bajo bloqueos internacionales. Nuestros vuelos chárter hasta la fecha han traído a casa de manera segura a más de 1,000 residentes de Hong Kong desde Wuhan, China, así como a 190 más en tres vuelos chárter desde Japón.

Entre finales de abril y mediados de mayo, también pudimos repatriar a unos 2.300 ciudadanos australianos y británicos en ocho vuelos desde Nueva Zelanda al Reino Unido a través de Australia.

Donar equipo esencial a niños necesitados

La pandemia de COVID-19 y los consiguientes confinamientos han afectado a los niños de todo el mundo en momentos cruciales de sus vidas. Aquí en Hong Kong, los recientes cierres de escuelas y un cambio al aprendizaje en línea expusieron una brecha digital que afecta a muchos estudiantes de familias desfavorecidas.

Esto nos llevó a renovar 500 iPads, que entregamos a varias ONG en Hong Kong que trabajan con familias necesitadas. Los voluntarios de nuestro personal también ayudaron a guiar a los padres sobre el uso de iPads y ofrecieron tutoriales de tareas en línea a los niños necesitados.

Compartiendo nuestras comidas

Con los desafíos económicos que COVID-19 ha traído a muchas comunidades, también hemos redoblado nuestros esfuerzos para apoyar a los más vulnerables durante estos tiempos difíciles en Hong Kong.

Continuamos nuestros esfuerzos con Food Angel, uno de nuestros socios a largo plazo, para ayudar a alimentar a los necesitados en Hong Kong. Solo en abril y mayo, donamos 30,000 comidas preparadas a miembros de la comunidad que lo necesitaban. También nos hemos asociado con la ONG local Feeding Hong Kong, y nuestro equipo de voluntarios está ayudando a clasificar, empacar y entregar paquetes de alimentos de emergencia a los más necesitados.

Mirando hacia el futuro

Estos son tiempos difíciles para muchos de nosotros a nivel mundial, y los desafíos de COVID-19 pueden estar con nosotros por algún tiempo, pero nuestro esfuerzo por ayudar a la comunidad no se detiene aquí. Estén atentos para recibir más actualizaciones sobre nuestros proyectos comunitarios en curso. También puede obtener más información sobre las historias en nuestro sitio web. Gracias por su continuo apoyo y colaboración, que hacen posibles todas estas historias.

Para terminar, permítame expresar mi gratitud personal por toda su orientación durante mi mandato en Ventas y Distribución. Pasaré a ocuparme de los asuntos relacionados con las personas en Cathay Pacific y mi sucesor, Patton Chan, asumirá el cargo a partir del 1 de septiembre. Gracias de antemano por su continuo apoyo a él y a todo el equipo de Cathay Pacific. Esperamos darle la bienvenida a usted y a sus viajeros a bordo nuevamente pronto.

Tuyo sinceramente,
Yours sincerely,

Patricia Hwang
General Manager Sales & Distribution, HKG & GBA

Read about the Fun Facts about Cathay Pacific Airways. Learn More

Check out the latest FAQs for Passengers traveling on Cathay Pacific Airways & Cathay Dragon. Learn More

Cathay Pacific announced that it will be temporarily closing three of its lounges at Hong Kong International Airport (HKIA), namely The Bridge, The Deck and The Pier First Class Lounge, from 17 February 2020 until further notice. This follows the 30% short-term capacity reduction across the network of Cathay Pacific and Cathay Dragon.

Customers are advised to visit our other lounges at HKIA – The Wing First Class and Business Class Lounges, and The Pier Business Class Lounge.

In addition, to further enhance our health and safety protocols at our lounges at HKIA, Shanghai Pudong International Airport and Beijing Capital International Airport, we will be modifying the buffet to individually packed food options supplemented by the provision of made-to-order hot food from the Noodle Bar.

We apologise for the inconvenience caused to our customers and appreciate their understanding.

Dear Valued Partner,
In view of the Novel Coronavirus outbreak, and the subsequent drop in market demand, we have reduced approximately 90% of Cathay Pacific and Cathay Dragon flights into Mainland China. There will also be significant short-term reductions – approximately 30% of our capacity – across our network over the next eight weeks.
Below please find Cathay Pacific’s and Cathay Dragon’s planned frequency changes by route. Please note that these changes are subject to ongoing review and may be adjusted as the current situation continues to develop.
For more details regarding capacity reduction and alternative arrangements for passengers, please visit our website.
Note: FPW – Flights Per Week

Europe

Mainland China

Northeast Asia

South Asia

South East Asia

Middle East

North America

South Africa

South West Pacific

We will continue to provide flight updates when available. Should you have any questions or concerns, please do not hesitate to contact your Account Manager.

Yours Sincerely,
The Americas Commercial Sales Team

Information
1. Where can I find updates on Cathay Pacific and Cathay Dragon Travel waiver policy?
USA

• US: https://www.cathaypacific.com/cx/en_US/travel-information/travel-preparation/travel-advisories.html
• CXAgents.com: https://cxagentsusa.com/

Canada

• CA: https://www.cathaypacific.com/cx/en_CA/travel-information/travel-preparation/travel-advisories.html
• CXAgents.com: https://www.cxagentscanada.com/

2. Where can I find latest CX/KA operations affected by the Coronavirus? 

• US: https://www.cathaypacific.com/cx/en_US/travel-information/travel-preparation/travel-advisories/novel-coronavirus-information-centre.html
• CA: https://www.cathaypacific.com/cx/en_CA/travel-information/travel-preparation/travel-advisories/novel-coronavirus-information-centre.html

3. What are the travel arrangements being made on journeys affected by Cathay and Cathay Dragon flight cancellations?

• US: https://www.cathaypacific.com/cx/en_US/travel-information/travel-preparation/travel-advisories/important-information-for-cathay-pacific-and-cathay-dragon-passengers.html
• CA: https://www.cathaypacific.com/cx/en_CA/travel-information/travel-preparation/travel-advisories/important-information-for-cathay-pacific-and-cathay-dragon-passengers.html

SCHEDULE CHANGES / CANCELLATIONS HANDLING
1. How will I know if my client is protected or offered alternative flights?
Just like any other schedule changes, you will receive notifications via SSR messages.
2. Which special ticketing guidelines should I refer to when it comes to flight schedule change or cancellations?
If your client’s flights are cancelled, handle as usual flight cancellations, you do not need to refer to special ticketing guidelines. No waiver code is required to reissue ticket due to flight schedule change or cancellations.
3. What if the alternative flights is not acceptable?

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
4. Can I rebook my client onto a different booking class than original booking class?
If rebooking is due to a flight cancellation, yes you can rebook onto a different booking class within the same cabin.
5. My clients CRK-HKG flight was cancelled and there is no alternative flight offered can I put her on another carrier?
We are unable to endorse passenger to another carrier. Travel agent may rebook/reroute/refund per the special ticketing guidelines.

 
REFUNDS
1. Is there a code I can use to refund totally unused tickets that are cause by involuntary flight cancellations or schedule changes?
If you have receive notification that the flight has been cancelled or changed and passenger wants to make a refund please input waiver code TAM2020 in endorsement box. (Please note this waiver code do not apply for rebooking and rerouting request).
2. Is there a code I can use to refund totally unused or partial used tickets if permitted under the special ticketing guidelines (COMP)?
Please refer to our special ticketing guidelines in the link below, under Endorsement there is a waiver code that begins with COMP, please input the appropriate waiver code beginning with COMP in the endorsement box.
CXAgents.com:  https://cxagentsusa.com/
CXAgents.com: https://www.cxagentscanada.com/
3. How do I compute a partial refund?
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

Un-used ticket coupons = HKG-NRT-HKG Refund = SGD 3146 x (3646/6834) = SGD 1678 (Un-used tax and surcharges can be refunded)
4. Where can I get assistance to calculate refunds?
For ticket refund calculation assistance, please email your request to the following:

• Canada Refund Group: ca_refund@cathaypacific.com
• USA Refund Group: us_refund@cathaypacific.com

5. Where can I find information on seat reservation refunds?
For prepaid seat reservation refund, please visit our “Reserve Your Seat” page to find out more details on refund:

• USA: https://www.cathaypacific.com/cx/en_US/manage-booking/travel-extras/reserve-your-seat/regular-seat.html
• CANADA: https://www.cathaypacific.com/cx/en_CA/manage-booking/travel-extras/reserve-your-seat/regular-seat.html

6. Can you change coupon status from “exchanged” to open?
We are unable to change the coupon status once exchanged.

To all our partners and friends,

During challenging times, we rely on our longstanding partnerships, so let me start by saying thank you for your unwavering support.

The last few weeks have seen many challenges and disruptions to travel in Hong Kong due to the coronavirus. While the situation remains dynamic, we are doing our utmost to adapt to the almost daily updates by various governments and government agencies on travel restrictions and waivers and in turn, provide you with the information that you need.

A reduction and suspension of some flights is inevitable during this time; however, Cathay Pacific is agile and ready to scale our operations up or down to meet demand. The Americas region is integral to our airline, so any such reductions will be temporary. Globally, Cathay Pacific is reducing its overall capacity by 30% in the coming months, and this will include a temporary suspension of EWR and IAD from approximately February 9th until March 28th, as well as terminating the JFK-YVR tag services earlier than planned (February 19th). If there is further impact to North American flights over the upcoming weeks and months, we will keep you updated with the latest schedules and announcements.

During times like this, there are vast amounts of information as well as rumor and speculation. With this in mind, I would like to share the following resources with you, which provide accurate and timely information:

• For the latest on travel restrictions and waivers, visit www.cathaypacific.com (click “Travel Alerts” at the top of the page)
• The News Hub also contains our latest press releases

Suggested external resources:

• Hong Kong International Airport
• Hong Kong Government
• Hong Kong Tourism Board

Having experienced SARS in 2003, Hong Kong has been quick to respond to coronavirus transparently, proactively and decisively. The government’s top priority is to prevent the spread of the novel coronavirus within Hong Kong and to protect public health.
Hong Kong and Cathay Pacific have a long history of resiliency.
Thank you again for your partnership as we navigate this challenge. This will pass and together, we will be ready for the rebound.

Best regards,
Philippe Lacamp
Senior Vice-President, Americas

In view of MNL Airport closure due to volcano eruption, with immediate effect, rebooking and rerouting charges will be waived for all tickets issued worldwide (irrespective of fare type) on/before 12Jan20 for travel with CX/KA confirmed booking arriving to or departing from MNL on 12-14Jan20.

Details as follows:

1. CX/KA ticket stock

a. Cancellation and Refund
No waiver on cancellation, and refund charges.

b. Rebooking/ Rerouting
Rebooking/ rerouting charges will be waived on conditions that
– Such requests are made on/before 14Jan20 and before departure, for travel with CX/KA confirmed booking arriving to or departing from MNL on 12-14Jan20.
– No-show passenger is not eligible for the waiver.
– Revised (NEW) travel date must be on/before 12Feb20 and subject to flight availability.

In which case, the ticket expiry date will be adjusted accordingly
– The newly rebooked sector must observe and conform to the conditions of the respective fare rule, e.g. blackout dates, flight application, weekend/weekday travel, stopover charges and applicable seasonalities by collecting additional/refunding difference (if any) as appropriate.
– Reissuance charges will only be waived due to the expiry of the original ticket.
– Rerouting to/from/via CX/KA online (marketing) ports.
And subject to flight availability and fare/ tax difference.

c. Endorsement
– Condition of the respective fare rules applies.
– Please include waiver code: COMP002 in the END BOX.

d. Group Tickets
Please refers to local sales office

2. Redemption Tickets
Please refer to the related special guidelines under cathaypacific.com travel advisories or Asia Miles latest news section or contact the Marco Polo Club at 855-781-7104 (USA) / 855-214-5935 (Canada)/ Asia Miles Service Centre 866-892-2598 (USA) / 877-631-6283 (Canada)

Introduction

From November Cathay Pacific and Cathay Dragon are offering its’ first class passengers free Wi-Fi access. Testing is complete and live to passengers. The free offering is available on all first class Cathay Pacific and Cathay Dragon aircraft equipped with Wi-Fi. These aircraft operate with Gogo connectivity.
Each passenger can redeem their access inflight by going to wifi.cathaypacific.com and selecting the Free for First Class Wi-Fi pass. The passengers are then prompted to enter the name and seat number for validation as it appears on their boarding pass. The pass grants the passenger free Wi-Fi for the entire flight and they can switch between devices. The free pass will only show on first class aircraft.

Passenger Experience on the Wi-Fi Portal 

Passengers can access the inflight Wi-Fi portal by following these steps: 

1. Turn on Wi-Fi on your device 

2. Connect to the ‘Cathay Pacific’ Wi-Fi signal 

3. Launch a web browser 

4. Enter the address wifi.cathaypacific.com 

5. Select the Free Pass for First Class Passengers and enter your name and seat number 

The free pass is the equivalent of the full flight pass.
The free pass option will only appear on aircraft with a first class cabin.

Updated Design (to launch in Jan 2020):

After a passenger enters their seat number and name the system will verify it matches the passenger manifest. If the passenger is seeing an error please ensure they are entering their name and seat number as it appears on their boarding pass.
To change device passengers reenter their name and seat number on the second device. They will then be logged out of the first device as they cannot be used concurrently.

Confirmation Page:

Passenger Help and Support

Passengers have a number of ways to get help inflight and on the ground.
Inflight if Wi-Fi is functioning then passengers can contact Gogo directly using the Live Chat function found in the menu:

On ground passengers can contact Gogo for support via the following channels:

• FAQ / Live Chat link directly on the portal (also available on the ground, either directly from gogoair.com or the following URLs:
  • English: custhelp.gogoinflight.com
  • Traditional Chinese: custhelpyue.gogoinflight.com
  • Simplified Chinese: custhelpcmn.gogoinflight.com
• E-Mail: hksupport@gogoair.com
• Telephone:
  • Hong Kong Toll-free number: 800-961-983
  • US Toll-free number: +1 571 465 5960

If Passengers are having difficulties connecting please ensure:

• They are connected to the “Cathay Pacific” network
• They are not in a zone that doesn’t have coverage e.g. Northern Polar Region
• They are not trying to connect to a secure website (https), if so direct them to the portal URL: wifi.cathaypacific.com

Passengers can find all help contacts for both Panasonic and Gogo under the ‘Using electronic devices’ page on cathaypacific.com

FAQs

1. What aircraft offer free Wi-Fi for first class passengers?
   All Cathay Pacific B777 and Cathay Dragon A330 aircraft with First Class cabins.
2. How do they access the free offer?
   A passenger may redeem their free Wi-Fi pass by going to wifi.cathaypacific.com, selecting the ‘First Class’ pass and entering the name and seat number.
3. When is Wi-Fi available?Wi-Fi will be available shortly after take-off. Crew can see if connectivity is operational on the Health App. Note there are outage zones due to lack of coverage or government regulations including India, Northern Polar Region and South Indian Ocean.
4. My name entry isn’t working?Ensure the name and seat number matches your boarding pass (even if you have moved seat). The name should be entered in English.
   If an issue persists contact the live customer care agent inflight on the portal.
5. Do any Panasonic aircraft have free Wi-Fi?No as Panasonic connectivity is equipped on A350-900 and A350-1000 fleets both of which do not have first class cabins. The free offer will not be displayed.
6. Can you switch between devices?
   Yes, customers can log onto a different device by entering their details again. However devices cannot be connected concurrently so they will be logged out of the first device when using a second.
7. If a customer cannot access their free Wi-Fi how can crew help them inflight?
   If connectivity is working but passengers can’t redeem their free Wi-Fi the crew may direct the passengers to the live chat help function at wifi.cathaypacific.com. The live agents can help validate and grant them access to free Wi-Fi using a code or asking them to purchase and issuing a refund inflight.

The Cathay Pacific Group today released combined Cathay Pacific and Cathay Dragon traffic figures for November 2019 that show decreases in the number of passengers carried and the amount of cargo and mail uplifted compared to the same month in 2018.

Cathay Pacific and Cathay Dragon carried a total of 2,623,764 passengers last month – a drop of 9.0% compared to November 2018. Passenger load factor decreased by 3.2 percentage points to 80.1%, while capacity, measured in available seat kilometres (ASKs), decreased by 1.5%. In the first 11 months of 2019, the number of passengers carried dropped by 0.4% and capacity increased by 5.7%, as compared to the same period for 2018.

The two airlines carried 177,964 tonnes of cargo and mail last month, a drop of 3.9% compared to the same month last year. The cargo and mail load factor fell by 1.5 percentage points to 68.6%. Capacity, measured in available freight tonne kilometres (AFTKs), was down by 3.8% while cargo and mail revenue freight tonne kilometres (RFTKs) dropped by 5.8%. In the first 11 months of 2019, the tonnage fell by 6.4% against no change in capacity and a 6.8% decrease in RFTKs, as compared to the same period for 2018.

Cathay Pacific Group Chief Customer and Commercial Officer Ronald Lam said: “As with the past few months, November continued to be very challenging for both Cathay Pacific and Hong Kong, with sentiment for travel still weak. In November, our inbound Hong Kong traffic dropped 46% compared to the same period in 2018 – a further slowdown from the 35% drop seen in October. Outbound Hong Kong traffic, meanwhile, was down 8% against the same time last year – a slight improvement over previous months. Overall, passenger load factor dropped 3.2 percentage points to 80.1%. Our increasing reliance on transit Hong Kong traffic, which has been less impacted, together with intense competition has meant overall yield remained under significant pressure.

“Our regional routes, in particular mainland China and Northeast Asia, continue to experience weak demand for travel into Hong Kong. Travel sentiment was also soft on routes to and from the US before Thanksgiving week – traditionally a very strong period for premium class travel. There were a few bright spots in our network, such as our India routes, which remained robust and generated good demand between India and North America. Traffic between Europe and the Southwest Pacific – an important transit passenger stream for our network – also remained healthy.

“Looking forward, we continue to see a significant shortfall in inbound Hong Kong advance bookings, particularly from mainland China and other regional markets, as compared to the same snapshot last year. This shortfall has been partially offset by the improvement of transit passenger traffic.

“As for our cargo business, both load factor and yield further improved against the previous month in November, which is traditionally a peak month of the year. Exports from mainland China, Hong Kong and Taiwan remained robust. As demand from traditional retail and new product releases tailed off towards the latter half of the month, strong e-commerce traffic surged around the Singles’ Day shopping holiday in mainland China as well as Black Friday, to which we successfully catered with additional charter requests to Southeast Asia.

“While our cargo performance this year remains significantly below the record levels seen in 2018, we are cautiously optimistic about 2020 despite anticipating a weak first half. In our continual efforts to drive the competitiveness of the Hong Kong cargo hub, we were pleased to have announced the introduction of a new Terminal Charge concession for export shipments from Hong Kong, which will take effect from 1 April 2020 and make Cathay Pacific and Hong Kong an even more compelling choice for our cargo customers.

“Overall, our expectation is that the rest of 2019 will remain incredibly challenging and we continue to expect our second-half financial results to be significantly below those of our first half. As a business we continue to closely monitor market sentiment and global travel trends, remaining agile in our operations and ensuring our passenger and cargo capacity is best aligned with demand. In light of the immediate commercial challenges we are facing, we have reluctantly made the decision to reduce our seat capacity in 2020 by 1.4% year-on-year as opposed to our original plan of 3.1% growth, meaning that for the first time in a long while our airlines will reduce in size.

“Nevertheless, we remain committed to our customers and our service offering, and will continue to invest in our customer experience proposition, which already this year has seen the launch of new soft products and dining services in our First and Business Class cabins, a greatly expanded in-flight entertainment experience, creative new collaborative menus in our Economy Class cabins, a revamp of our Shanghai Pudong Lounge and the return of our popular Betsy Beer, among other things. All these investments are designed to ensure our customers have more reasons to choose to fly with Cathay Pacific.”