Discussion · VoyageForum

Translated into English.

Original post

Jeandure

1 post

2025-04-26

On February 19, 2025, we traveled on Cathay Pacific flight CX702, which was supposed to take us from Bangkok to Paris Charles de Gaulle, with a transfer via their Hong Kong hub.

The departure from Bangkok was scheduled for 7:15 PM, with an arrival in Hong Kong at 11:05 PM local time.

The layover was supposed to last 1 hour and 10 minutes, and we were due to take off for Paris on flight CX261 at 12:15 AM, with a scheduled arrival at CDG at 7:35 AM local time.

From Bangkok, flight CX702 took off over an hour late. The scraps of information provided didn’t give us any real idea of the reason for the delay or whether we’d make our connection in Hong Kong on flight CX261.

Then, on the plane, the CX702 crew couldn’t tell us anything about the connection or confirm that our luggage would be transferred to Paris (we were pretty worried, as our bags contained research materials and results).

Upon arrival in Hong Kong, we were immediately told—without any explanation—that we wouldn’t be taking flight CX261!

The staff then rushed us through the airport corridors, past Chinese police checks, after handing us two non-regulation flight tickets for CX289 to Frankfurt instead of Paris.

These tickets were scribbled in ballpoint pen, with a departure time that had already passed and no gate information.

The plane took off on February 20, 2025, well after the scheduled 12:15 AM departure. We landed in Frankfurt around 7:00 AM local time.

From there, after going through additional security checks and completely exhausted from the journey, we had to walk through Frankfurt Airport’s endless corridors—only to find out we’d been dropped off at the opposite end from the gate for flights to CDG.

Not to mention, when we reached gate A01, we were told we had to backtrack to gate A24. And as if that wasn’t enough after 15 hours of travel, the gate changed again without any announcement or email.

You’d think Cathay Pacific’s management would know how long these walks are...

In the end, we arrived at Paris CDG at 1:30 PM—six hours later than scheduled, with an extra layover in Frankfurt.

Discussion: Cathay Pacific informed us via email on February 19—while we were already in the air—that our connection had been canceled for "commercial and operational reasons."

Yet, the plane for flight CX289 was full of passengers, so there was no reason the original flight CX261 couldn’t have been delayed. We concluded we were victims of overbooking—without being told!

Especially since the rerouting to Frankfurt seemed well-rehearsed...

Regarding the overbooking, our tickets were flexible, and we paid an extra 220 € for that.

We should *never* have been overbooked!!!

I also want to let other travelers know that Cathay Pacific initially told us via email that our delayed arrival in Paris would be at 10:30 AM instead of 7:35 AM.

We immediately arranged for colleagues in Paris to pick us up at that time.

Except the arrival time was changed *again* to 1:30 PM. And by then, we couldn’t get home before the evening of February 21, with all the extra costs that entailed.

Back in Frankfurt, we were stuck waiting from 7:00 AM to 12:15 PM on some of the most uncomfortable seats, with no refreshments, snacks, or assistance—right in the middle of the constant flow of travelers heading for short- and medium-haul flights. The least they could’ve done was let us into the international lounge, which would’ve been far more suitable for exhausted, freezing travelers. Right?

On this point, European law states that if an airline fails in its obligations, passengers can claim full compensation for material and moral damages without a cap. Moral damages can also be compensated (CJEU, October 13, 2011, case C-83/10).

And whether Cathay Pacific’s management likes it or not, commercial or technical issues causing flight cancellations or delays *do not* count as "extraordinary circumstances" that would exempt the airline from liability (CJEU ruling, November 19, 2009).

Most importantly, due to the over 6-hour delay and the distance between the departure airport and CDG, we should have been compensated at least 600 € per passenger under European law (Article 7 of Regulation (EC) 261/2004).

But that’s not possible because Cathay Pacific refuses to comply with European legislation guaranteeing compensation for travelers affected by such delays.

To bypass passenger rights, Cathay Pacific evades responsibility by claiming that, as a Chinese company headquartered in Hong Kong, it isn’t bound by European laws.

Yet that doesn’t stop them from enjoying commercial advantages by operating a French subsidiary for passenger transport, registered in the trade register and based in Neuilly-sur-Seine.

So it *is* subject to European law!!!

Air travelers are thus victims of Cathay Pacific’s strategies to circumvent European law...

In our case, we had to endure the cancellation of our access to flight CX261, an imposed layover in Frankfurt, no minimal assistance during the 5-hour wait in Germany, a delay of over 6 hours upon arrival, and the costs of an extra day to get home.

And as if that weren’t enough, we also suffered moral and financial damages due to the airline’s blatant disregard for its customers!

The fact is, Cathay Pacific and its executives subjected us to these damages because of an overbooking policy hidden from customers. We weren’t informed of our rights, the reasons for the delay or rerouting, or given any assistance during the imposed layover. We weren’t even refunded the extra we paid for flexible tickets—what was the point of that when overbooking was clearly planned?

And on top of it all, they excluded us from European law, which would’ve allowed us to be compensated 600 € each for the delay—totaling 1,200 €.

We wrote three times by registered mail with acknowledgment of receipt to Cathay Pacific’s Group CEO, the France Regional Director, and the head of the French-registered subsidiary.

No response—except an email refusing to comply with European legislation!

Given this policy of circumventing European law and passenger protections, Cathay Pacific’s online and in-agency flight offers *must* clearly inform customers that in case of delays, cancellations, or rerouting, they won’t be compensated by the Chinese airline!!!

Tatra Globetrotter ·2025-04-27

Hello,

Yes, a very unpleasant experience, but still a few small points... Did your luggage follow you, by the way?

The staff then rushed us through the airport corridors, passing through Chinese police control, after providing us with two non-regulation flight tickets for CX289 to Frankfurt instead of Paris.

Boarding passes, not tickets. We later understand that the final destination on the ticket remained Paris. Besides, it seems the staff took good care of you.

From there, after being forced to go through additional security checks and completely exhausted from the journey, we had to walk along the endless corridors of Frankfurt Airport, as we were disembarked at the opposite end from the boarding gate for flights to CDG.

This is your entry into the EU; the control is normal. Frankfurt is a large and quite tedious airport, that’s true, but in my opinion, the distance between gates isn’t really a scandal.

Especially since the transfer and diversion to Frankfurt seemed well-rehearsed...

All airlines are used to rerouting passengers; they always have a Plan B in mind, and it happens daily.

However, the plane operating flight CX289 was full in terms of passengers, and nothing prevented the initial flight CX261 from being delayed. We therefore concluded that we were victims of overbooking without being informed!

You’re jumping to conclusions there. I also find it quite reckless to accuse them of deliberate overbooking. Even after boarding is complete, there are many possible reasons not to take off, and delaying a flight to wait for passengers doesn’t actually happen.

Not to mention that upon arriving at gate A01, we learned we had to walk all the way back to gate A24, and as if that weren’t enough after 15 hours of travel, the boarding gate changed again without any announcement or email...

Let’s bet that Cathay Pacific’s executives know how long these journeys are...

Cathay Pacific has nothing to do with gate changes in Frankfurt and isn’t responsible for them. Gate changes are very common, in Frankfurt and elsewhere. The best thing is to monitor the airport’s website or Flightstats, for example—updates are almost instantaneous.

So, which airline did you take for the Frankfurt-Paris leg?

Back to Frankfurt: we were stuck waiting from 7:00 AM to 12:15 PM on seats that were far from comfortable, with no refreshments, snacks, or any assistance, in the middle of the constant flow of travelers heading for short- and medium-haul flights. The least they could have done was let us access the international lounge, more suitable for tired and freezing travelers, right?

Did you ask? Because sometimes you have to push a little for these things. Lounges are a bit complicated because Cathay likely has a contract with a lounge in FRA, but in the non-Schengen zone. You were in the Schengen zone, and Cathay probably doesn’t have any contract there. Still, more and more often, you can enter by paying, though rarely for a 5-hour wait. For your care—drinks or anything else—it’s also complicated. You weren’t waiting for a Cathay flight; Cathay booked you on a partner airline or any available carrier, so they don’t have access or staff... Personally, in a similar situation, I once managed to get into a lounge I technically wasn’t entitled to. You have to go, try, and insist a little. I think it was in Oslo.

Normally, you’re indeed entitled to 1,200 € in compensation—keep pushing.

Michel

EL ElviajeroPar Globetrotter ·2025-04-27

Hello,

Your connecting flight, operated by a non-European airline, departed from a third country to the European Union.

The airline has its HEADQUARTERS outside the E.U. It doesn’t matter if it has a subsidiary in the E.U.

Article 3 of Regulation 261/2004 of the European Parliament and Council:

"Scope 1. This Regulation shall apply: a) to passengers departing from an airport located in the territory of a Member State to which the Treaty applies; b) to passengers departing from an airport located in a third country and destined for an airport located in the territory of a Member State to which the Treaty applies, unless these passengers have received benefits or compensation and assistance in that third country, if the operating air carrier performing the flight is a Community carrier." End of quote.

Article 2(c) of Regulation 261/2004 of the European Parliament and Council:

"c) 'Community carrier' means an air carrier with a valid operating license granted by a Member State in accordance with the provisions of Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers(5);". End of quote.

As a result, Regulation 261/2004 of the European Parliament and Council does not apply. Therefore, there is no right to compensation.

For more information, check here: https://retardimportantavion.wordpress.com

Best regards,

https://retardimportantavion.wordpress.com

Patrick91230 Globetrotter ·2025-04-30

Hi, Unfortunately, yes, they aren’t obligated to compensate you, and they’re within their rights to say no. That’s the issue with non-European airlines operating outside the EU—I had the same thing happen with AF on a CDG/MEX flight: a technical problem 45 minutes before boarding, we left 4 hours late, and we received our 1,200 7 € days later. It’s not something we always think about, but if possible, book with an EU-based airline.

Cordialement, Patrick.

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Open

ThierryBe 3 months ago · Ptitortue

Can't see domestic flights on the Cabo Verde Airlines website

Hi there,

I can't seem to find flights between the Cape Verde islands on the airline's website. No matter the date or route, I always get the same response: "no flights on this date." See the photo. Would anyone have an explanation? Surely not all flights are fully booked in July?

Best, Thierry

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Happy4as 3 months ago · FloAsie

Oman Air Refund

Hi there, I have a question... Has anyone managed to get a refund from Oman Air?

After a delayed flight, we missed our connecting flight to get home!! At midnight, the flight attendant booked us on a flight to Nice via Munich, even though we were in Munich and wanted to get back to Nice... Too tired from the trip, we didn’t notice the mistake!! The next day, of course, the booking wasn’t valid!! We had to pay again for the flight back to Nice... I’m really struggling!! I think they’re giving me the runaround!! I’ve sent several emails, tried Messenger and WhatsApp, but the only responses I get are: "We need to investigate!! We’ll get back to you in 15 days!!" It’s been over a month!!

I just sent a registered letter (LRAR) to their office at Paris Charles de Gaulle, which is still open!!

Do you have any other suggestions for me?

Thanks in advance for your help! Virginie

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Patrick91230 3 months ago · Tatra

Upcoming Jet Fuel Shortage in Vietnam and Sri Lanka

Hi! Sri Lanka has announced it could run out of fuel in the coming weeks if the Strait of Hormuz remains blocked. The government has implemented a mandatory four-day workweek to save oil, and there are long lines at gas stations due to fears of an early shortage. In Vietnam, the government has warned all airlines that flights will need to be reduced due to a lack of kerosene. The country imports two-thirds of its jet fuel from China and Thailand, but both countries have now banned exports out of fear of domestic shortages. The state is asking airlines to plan ahead and park aircraft to drastically reduce operations, starting with domestic flights and then international ones. International carriers will also need to cut back on their rotations. This will begin in the coming days. 🙁

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Lescaribous 4 months ago · Envallis

Long layover in Seoul (ICN): questions about free guided tours from the airport?

Hi there, I’ve got a long layover (about 10 hours) in Seoul on an upcoming trip. I arrive from Phnom Penh at 7:20 AM and depart for Montreal at 6:00 PM.

First question: Will my checked baggage be transferred automatically? I have a single ticket from KTI to YUL (Air Canada ticket—KTI-ICN operated by Asiana (codeshare) and ICN-YUL by Air Canada).

Second question: I saw it’s possible to join free guided tours (Airport Transit Tour). What do you think of this kind of service? And is my "actual" layover time (accounting for security checks, check-in, etc.) enough to do one of these tours?

Thanks in advance to everyone who chimes in on this!

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Tallahassee 4 months ago

Paris-Windhoek flight via Johannesburg: connection time

Hi everyone, I'm heading to Namibia next May. I'm planning to take a first flight from Paris to Johannesburg with Air France, departing at 11:20 PM and arriving at 11:05 AM in Johannesburg. Then a second flight from Johannesburg to Windhoek at 3:25 PM with South African Airways. Four hours between the two flights seems enough to catch my connection, but a friend told me I should maybe take the 5:30 PM flight instead because I need to go through immigration, collect my luggage, and check in again. Apparently, I have to do this because I bought the two tickets separately (it's actually much cheaper). What do you think? Also, in terms of South African airlines, which one do you think is the most reliable between South African Airways and Airlink? Thanks for your advice!!

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Japanboy64 4 months ago · Erjome

Qatar Airways: cancellation and incomplete rescheduling

So, even before starting my explanation, I’d like to introduce myself since this is my first post on the forum :) I’m Jérôme, a huge Asia enthusiast, and I’m currently in the process of moving to Japan with my family in 2028.

Now, onto the topic :)

We’re a family of four traveling together to Seoul, with two separate bookings.

Our original itinerary was: Madrid → Doha → Seoul (March 23–24)

The issue is that our entire outbound flight was canceled, and the airline simply rescheduled the Madrid → Doha leg. Now we’re left with an incomplete journey, with no solution to reach our final destination (Seoul).

Since then:

- Can’t modify flights online (technical error every time) - Can’t get help via chat or WhatsApp - Phone support is unreachable, and the usual French number isn’t working right now

We don’t want a refund. We just want to be rerouted to Seoul, as our original ticket promised.

We’re flexible:

- On dates (we can leave on March 21 or 22 instead of the 23rd) - On the itinerary (different layovers if needed)

Have any of you dealt with this before? Do you know how to unlock a booking in this case or get a rerouting? We’re considering going straight to the airport to resolve it at the Qatar Airways counter....

Thanks so much for your help! 😊

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Mathieu12320 4 months ago

Volotea - Price for changing flight date due to schedule change

Hi, We just received an email from Volotea saying our flight time has changed (by more than 2 hours). The email states "you can request a free date change." If I change the date, will the flight price stay the same as the original price, or will I have to pay the difference? Specifically: Our flight on the 7th is 46.25 €, and the one on the 8th is 92.51 €. If we switch to the 8th, how much will we pay? When I request the date change to the 8th, it says "No additional fees." Thanks and have a great day! 🙂

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Running10km 4 months ago

Connecting in Cairo for a second flight to Luxor

Hi everyone, We’re going on a Nile cruise. My question: We’re taking off from Brussels Airport to land in Cairo. Then we have to catch a second flight to Luxor. How does that work—do we pick up our luggage, do we have to exit and then re-enter the airport? Thanks for your help, tips, and advice, etc.…

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