Booking and ticketing policy

Cathay Pacific and Dragon Airlines booking and ticketing policy


Cathay Pacific Airways (CX) and Dragon Airlines (KA) will implement this Booking and Ticketing Policy (Policy) with immediate effect.

With the exception to the provisions relating to ticketing practices in this Policy, which shall apply only to those travel service providers who are authorized to issue CX and/or KA tickets, all other parts of this Policy shall apply to all travel service providers, including travel agents, who make bookings and/or ticketing on air transportation on CX and KA operated flights.

The terms and conditions set forth in this Policy shall constitute additional terms and conditions to any applicable travel service provider agreement or arrangement between any travel service provider and CX/KA. The provisions of this policy and its associated practices and procedures are subject to change from time to time and at any time upon notice from CX/KA.

Booking practices

CX/KA hereby reserve all rights to audit all booking transactions to identify non-compliant booking practices.

Eliminate inventory wastage practice

  • Travel service provider must not separate Married Segments for any purpose nor manipulate the central reservation system or global distribution system (hereafter generalized as GDS) to circumvent CX/KA Married Segment Control logic.
  • Travel service provider must not create duplicated booking in the same passenger name record (PNR) or across PNRs for the same passenger.
  • Travel service provider must not create impossible travelling itineraries by holding concurrent flights on the same time period where the passenger could not travel simultaneously.
  • Travel service provider must not create booking which violates the minimum connecting time requirement as defined by individual airlines.
  • Travel service provider must not create any fictitious bookings including testing or training bookings that could block off CX/KA inventories in the live GDS environment.
  • Travel service provider must never create any booking / transaction for achieving productivity (incentive) target set by GDS providers.
  • Travel service provider must take appropriate and timely follow-up actions for any un-ticketed bookings, including cancelling any reservations that have been cancelled by the customer and releasing such CX or KA inventory.

Minimize GDS cost

  • Travel service provider must avoid repeatedly cancelling and rebooking the same flight (also known as "churning") to circumvent the ticket time limit or for any other reason; as it will produce unreasonably high cancellation volume that cause higher GDS fees.
  • Travel service provider should make use of special service request (SSR) messages to apply for ticket deadline extension.
  • Travel service provider must not repeatedly create waitlist segment, which in any case does not increase the chance of waitlist promotion.
  • Travel service provider must promptly remove all unwanted / cancelled/ inactive segments to the history portion of PNR.
  • Travel service provider must use the GDS itinerary pricing function instead of creating a PNR with active segment merely for performing fare quotations.
  • Travel service provider shall ensure there is no additional booking fee generated from GDS migration, such as extra cancellation or duplicate booking activities.
  • Travel service provider must use GDS "Bridge and Branch" or "PNR queue" function to access the active PNR in the same GDS for ticketing purpose.
  • Travel service provider must use GDS non-billable status segment for administrative activities such as itinerary printing or any back office administration.
  • Passive segments is not permitted.

Accurate information provided in the reservation process

  • Travel service provider must provide customer's first and last names which are identical to those in the customer's passport.
  • Travel service provider must minimize name change request as it is subject to flight situation and administrative fees.
  • Travel service provider must comply with applicable government regulations and requirements and provide customer security information on PNR as required.
  • Travel service provider must provide passenger mobile contact number on the relevant GDS phone field or OSI element to facilitate the disruption handling.
  • Travel service provider must review booking constantly and cancel all unwanted segments promptly.
  • Travel service provider must not re-use the cancelled inventory of one customer for another customer, even if the other customer desires an identical itinerary. A new PNR must be created in such case.
  • Travel service provider must limit the number of waitlist segment to one segment on each identical date and sector for each passenger.
  • Travel service provider must action queues promptly and regularly to ensure that all the segment status codes are updated and notify passengers of any changes to his or her booking as soon as possible.
  • Travel service provider must always use SSR instead of phone call to communicate with CX/ KA on general inquiry and passenger services request.
  • Travel service provider must not commit special services request to passenger unless confirmation is notified from CX/ KA.
  • Travel service provider must request group booking via CX/ KA's local sales office directly.

Ticketing policy

Ticketing policy is applicable only to authorized ticketing agents of CX/KA.

Adhere to fares and ticketing requirements.

  • Travel service provider must always use the latest and the most up-to-date fares rather than the pre-stored fares in the PNR to issue tickets.
  • Travel service provider must adhere to all IATA Fare Rules and the fare rules imposed by CX/KA.
  • Travel service provider must issue the ticket or cancel the booking before the ticket time limit.
  • Travel service provider must ensure the class code booked on PNR is identical to the class code used for issuing ticket.
  • Travel service provider must report genuine ticket number that is valid for travel for an associated PNR.
  • Travel service provider must collect, report and accurately code all taxes, fees and charges/surcharges imposed by local and foreign countries.
  • Travel agent must ensure ticketing country is same as booking country, when issue ticket for bookings queuing from another booking agent is prohibited.

Consequences for policy violations

In addition to other legal or equitable remedies, CX/KA reserves the right to take necessary measures in order to prohibit agents engaging in the circumvention of Cathay Pacific's inventory controls. These measures include, but are not limited to, cancelling of said space, issuance of debit memos up to the value of the lost revenue and immediate GDS delink to booking Cathay Pacific inventory.

Cathay Pacific Global Call Center Ticket Service Fee policy

The policy is effective starting 01 Apr 2019. This policy review covers Global Call Center (GCC) Service Fee through phone channel. Service Fee refers to additional charges applied if the booking changes are handled through Global Call Center channel by phone, i.e. fees being charged on top of the normal Terms & Conditions change fees and fare differences (if any) when the transaction is handled through GCC channel.


  • Apply to phone servicing handle by Global Call Center channel.
  • No service fees apply for direct sales booking.
  • Service fees apply to indirect sales booking based on point of commencement when ticket reissuing is required, according to the following charge table.
  • Applicable to CX/KA (160/043) ticket stock only.
  • Service fee applicable for Local ticketing office and Airport ticketing office while passengers served by agent face to face are not in this scope.


  • The criteria is based on Point of Commencement instead of Point of Sales.
  • The service fee is per passenger per transaction per ticket.

Point of commencement

Direct booking

Indirect booking*

New or reissue ticket Before commencement with or without reissue After commencement changes without reissue After commencement changes, reissue required
Hong Kong, Taiwan, China and Middle East FOC FOC FOC FOC
U.S.A., Canada, Australia, New Zealand, South Africa, Southeast Asia, Europe, United Kingdom, India and subcontinent, Korea and any other point of commencement not specified above FOC USD60 FOC USD60

The above table refers to GCC service fee only. Normal ticket change fee / fare difference (if any) still applies as per the ticket's terms and conditions.

* Indirect bookings are bookings made via travel agents.


Policy exemption is provided for the Marco Polo Club (SL and above) members only.

The oneworld ticketing and disruption policy

With effect from 01 Jun 2016, all oneworld carriers have agreed that through1 check-in will apply ONLY to passengers travelling on an oneworld itinerary ticketed on a single ticket or where segments are ticketed separately but in the same PNR record.

To align with the change, disruption policy will also be revised to exclude protection for passengers holding separate tickets that is not booked under the same PNR.

  Scenario Through check-in2 Interline baggage3 Disruptions4
A. One ticket number for interline journey, segments in a single PNR/ booking (regardless of travelling carriers), e.g.

BA tkt nbr xxxxx123
Single PNR AB12CD
Covered as part of through check-in obligation
B. Two tickets for interline journey, segments ticketed separately in a single PNR (regardless of travelling carriers), e.g.

HKG-LHR - tkt nbr xxxxx123
LHR-WAS - tkt nbr xxxxx124
Single PNR AB12CD
Covered as part of through check in obligation
C. Two tickets for the journey in two different PNRs (regardless of travelling carriers), e.g.

FCO-LHR - tkt nbr xxxxx123
LHR-WAS - tkt nbr xxxxx124
Two separate PNRs: AB12CD and EF34GH
D. For connections between: CX and CX, CX and KA, KA and CX, KA and KA in two tickets for the journey in two different PNRs, e.g.

FOC-HKG - KA tkt nbr xxxxx123
HKG-JFK - CX tkt nbr xxxxx124
Two separate PNRs: AB12CD and EF34GH
Covered as part of through check in obligation

Please remind passengers opting to travel on two tickets that additional connecting time at their transfer point might be required as they will be required to re-check in either after landing or at the transfer point depends on each airport's set up and facilities. Landing visa for transfer point might also be required.


  1. Through services are defined as the customer and their baggage being through checked to their final destinations.
  2. Includes BPs, baggage to final destination and regulatory checks.
  3. Baggage only to final destination
  4. Obligations under IATA Resolution 735d and oneworld Ticketing and Disruptions Document

Issue date: June 1, 2016