Cathay Pacific Retires Marco Polo Club

In 2024, long-time CX loyalty customers are feeling the real implications of recent changes. As a devoted CX fan for 26 years, I have encountered issues with the airline's internal systems and processes, resulting in a frustrating eight-month battle. The airline has held onto HK$5800 of mine for over a year without initiating any communication about 1) returning the money, 2) providing guidance on the new cancellation processes that would prevent loss of miles, and 3) confirming receipt of the cancellation and outlining next steps. Despite making multiple calls to their call center, searching their website, and interacting with the CX chat system, I received contradictory messages. They told me to "be patient, we will respond," "we can see your info on the system," "we cannot see your info on the system so send proof of calls/ticket," and "it takes a few months, don’t worry”. Even after trusting them, I continued to fly on purchased tickets on CX regionally and to Europe. From November through to June, I went back and forth and it was finally escalated to the “Service department.” They replied saying my “miles will be forfeited, and only taxes will be refunded. Furthermore, we thank you for doing business with us! We are now closing this case.” They showed no internal responsibility for their processes. It seems that it is “ok” to hold client’s money for months and give a clear message that loyalty clients are no longer needed. CX has pulled up the drawbridge, leaving no other recourse, and yet continues to send weekly marketing messages and communication to members with promises that ring very hollow indeed.

As we move into 2024 the real implications and of this change are really being felt by long time CX loyalty customers. As someone who has been a CX fan for the last 26 years and continued to support and rally for the airline, I’ve recently lost/being “punished” for cx internal systems and processes being incredibly messy where, conflicting and contradictory advice around how to cancel a redemption ticket has resulted in an eight month battle. The airline has sat with HK$5800 for over a year. None of their internal processes kicked in or activated any communication with me to 1) return the money 2) to indicate if I don’t follow a new process I will lose the miles and 3) follow up and confirm that the cancellation had been received and next steps. Despite numerous calls to the call centre, searches on their website and interactions with the cx what app messaging system, trying to figure out contradictory message like “be patient … we will contact you … it takes a while for miles to be returned”, the result was “sorry but we will not return the 100,000 miles but you can apply to get your money returned”. The “complaints department” seems to simply be clear - we take no internal responsibility and that loyalty clients are no longer needed. CX has pulled up the drawbridge leaving no other recourse and yet continues to send weekly marketing messages and communication to members with promises that ring very hollow indeed.

I travelled with Cathay Pacific recently and is is still a quality airline. I travel with Cathay Pacific about 20 times per year and it is still my preferred airline. Please, people out there, relax and accept that change occurs. Change has occurred in Hong Kong, but I still live here and will continue to do so. Keep it up Cathay Pacific.

I have been a Gold or diamond member for the last 25 years and only ending with the pandemic in 2020. I am sad that the Marco Polo Club is ending. I had a great 25-years enjoying their level of service. But I guess the airline has decided to go in a new direction forgetting that it is an airline but now a lifestyle brand. I do not see how that can succeed given their primary purpose does not do well. The airline has forgotten its core purpose for existence. It has forgotten their most valuable asset which was their loyal customer base. I would even pick CX over other airlines with direct flights because I liked passing through HKG and the level of service of the flight crew. Sadly the airline has lost its way and as the other comments have stated is probably on its final pass. An airline that forgets what made it successful cannot get away with smoke and mirrors. It is still the flying experience that makes Cathay. Back to basics would be an easy marketing strategy. Get the list of all your million milers and 850,000 milers and invite them to 1-year of elite memberships. It would not cost you much to grant these benefits. Cheaper than all your re-branding. This way you could maybe get these frequent flyers back on the airline. Right now there is no benefit to flying CX for any of us former elite members. Price now determines how I fly if all things are equal. I booked a flight this February and was surprised with the loss of all benefits to even checking in via business class and extra luggage allowance. I am regretting my decision already. I am bound to be in seat 72E beside the bathroom wishing for the glory days of CX.

I have been a Marco Polo club member for over 30 years . The demise of the club is disappointing and detrimental to the airlines loyal customer base , I have first hand experience. Gone is the direct support conduit that set the airline apart from its competitors. The support provided to elite members was not only appreciated but most certainly ensured loyalty retention now expunged . There is now no designated support function to those most loyal . I have just experienced this degradation and in my opinion destroyed the Cathay Pacific personalised membership brand ( the Club)which was most loved . Just another backwards step amongst man any that has plagued this airline over the past three years some of which initiated by current management.