Cathay Pacific Baggage Policy

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In this article, we delve into Cathay Pacific Baggage Policy. You'll find comprehensive information on free baggage allowance, routing, class-specific rules, frequent flyer benefits, and more.

Here’s a quick guide to help you navigate:

  • Baggage Limits:

    • Piece Concept Flights: For flights to/from/via the Americas and non-stop routes between Hong Kong and Christchurch/Auckland, checked bags should not exceed 158 cm (62 inches) in total dimensions.

    • Weight Concept Flights: For other routes, the limit is 203 cm (80 inches) in total dimensions.

  • Weight Restrictions:

    • Bags over 70 lbs (32 kg) need pre-approval or will be refused.

  • Carry-On Allowance:

    • Economy & Premium Economy: 15 lbs (7 kg)

    • Business Class: 22 lbs (10 kg)

    • First Class: 33 lbs (15 kg)

  • Cabin Baggage Dimensions:

    • Standard Bag: 56 x 36 x 23 cm

    • Personal Item: 40 x 30 x 15 cm

  • Marco Polo Club Members:

    • Silver and Gold Members: 22 lbs (10 kg) for Economy and Premium Economy, 33 lbs (15 kg) for Business and First Class.

    • Diamond Members: Same as above for all classes.

  • Special Allowances:

    • Non-stop flights between Hong Kong and Christchurch/Auckland may have special rules if operated by Cathay Pacific or Air New Zealand.

    • Mobility aids, child strollers, and child restraint systems can be carried free of charge.

  • Additional Baggage:

    • Extra baggage can be purchased online or by phone through the Manage Booking section.

Familiarizing yourself with these guidelines will help you pack smartly and avoid any surprises at the airport.

Cathay Pacific's carry-on baggage allowance:

  • Economy Class: 15lb (7kg) for carry-on; 40 x 30 x 15cm (16 x 12 x 6in) for personal items.

  • Premium Economy Class: Same as Economy.

  • Business Class: 22lb (10kg) for carry-on; 40 x 30 x 15cm (16 x 12 x 6in) for personal items.

  • First Class: 33lb (15kg) for carry-on; 40 x 30 x 15cm (16 x 12 x 6in) for personal items.

Marco Polo Club Members:

  • Gold/Silver: 22lb (10kg) in Economy/Premium Economy, 22lb (10kg) in Business/First.

  • Diamond: 33lb (15kg) in all classes.

Dimensions include wheels and handles.

Cathay Pacific's baggage allowance for weight-concept flights:

Economy Class:

  • Checked Baggage: 66lb (30kg) total in 2 pieces; size limit 203cm (80in) combined.

Premium Economy Class:

  • Checked Baggage: Same as Economy Class.

Business Class:

  • Checked Baggage: 99lb (45kg) total in 3 pieces; size limit 203cm (80in) combined.

First Class:

  • Checked Baggage: 110lb (50kg) total in 3 pieces; size limit 203cm (80in) combined.

Marco Polo Club Members:

  • Green: 66lb (30kg) in 2 pieces

  • Silver: 88lb (40kg) in 2 pieces

  • Gold: 99lb (45kg) in 3 pieces

  • Diamond: 110lb (50kg) in 3 pieces

oneworld Members:

  • Sapphire: 99lb (45kg) in 3 pieces

  • Emerald: 110lb (50kg) in 3 pieces

Lap Infants (<2 years):

  • Checked Baggage: 22lb (10kg) total in 2 pieces, plus 1 car seat and 1 stroller; size limit 203cm (80in) combined.

Additional Baggage for Marco Polo and oneworld Members (varies by tier):

  • Green/Sapphire: Up to 77lb (35kg) in 2 pieces

  • Silver: Up to 99lb (45kg) in 2 pieces

  • Gold: Up to 110lb (50kg) in 2 or 3 pieces

  • Diamond/Emerald: Up to 121lb (55kg) or 132lb (60kg) in 3 or 4 pieces

Note: These allowances apply to most flights excluding those to/from the Americas and Canada.

Cathay Pacific's baggage allowance for piece-concept flights

Class

Economy

Premium Economy

Business

First

Checked Baggage

Weight: 2 x 50lb (23kg) each

Weight: 2 x 50lb (23kg) each

Weight: 3 x 50lb (23kg) each

Weight: 3 x 50lb (23kg) each


Size: 158cm (62in) total

Size: 158cm (62in) total

Size: 158cm (62in) total

Size: 158cm (62in) total

Marco Polo Members

Green: 2 x 50lb (23kg) each

Silver: 2 x 50lb (23kg) each

Gold: 3 x 50lb (23kg) each

Diamond: 3 x 50lb (23kg) each


Gold: 3 x 50lb (23kg) each

Diamond: 3 x 50lb (23kg) each



oneworld Members

Sapphire: 2 x 50lb (23kg) each

Emerald: 3 x 50lb (23kg) each




Emerald: 3 x 50lb (23kg) each




Lap Infants (<2 years)

Total Weight: 50lb (23kg)

Total Weight: 55lb (25kg)

Total Weight: 70lb (32kg)

Total Weight: 70lb (32kg)


Size: 115cm

Size: 115cm

Size: 115cm

Size: 115cm


Max. Pieces: 1

Max. Pieces: 1

Max. Pieces: 1

Max. Pieces: 1


Car Seat & Stroller: 1 each

Car Seat & Stroller: 1 each

Car Seat & Stroller: 1 each

Car Seat & Stroller: 1 each

Cathay Pacific's checked baggage allowance on direct flights between Hong Kong and Auckland/Christchurch:

Class

Economy

Premium Economy

Business

First

Checked Baggage

Weight: 1 x 50lb (23kg)

Weight: 2 x 50lb (23kg) each

Weight: 2 x 50lb (23kg) each

Weight: 2 x 50lb (23kg) each


Size: 158cm (62in) total

Size: 158cm (62in) total

Size: 158cm (62in) total

Size: 158cm (62in) total

Marco Polo Members

Green: 1 x 66lb (30kg)

Silver: 2 x 88lb (40kg) each

Gold: 2 x 99lb (45kg) each

Diamond: 2 x 110lb (50kg) each


Silver: 2 x 88lb (40kg) each

Gold: 2 x 99lb (45kg) each

Diamond: 2 x 110lb (50kg) each


oneworld Members

Sapphire: 2 x 50lb (23kg) each

Emerald: 2 x 50lb (23kg) each




Emerald: 2 x 50lb (23kg) each




Lap Infants (<2 years)

Total Weight: 50lb (23kg)

Total Weight: 50lb (23kg)

Total Weight: 50lb (23kg)

Total Weight: 50lb (23kg)


Size: 158cm (62in)

Size: 158cm (62in)

Size: 158cm (62in)

Size: 158cm (62in)


Max. Pieces: 1

Max. Pieces: 1

Max. Pieces: 1

Max. Pieces: 1


Car Seat & Stroller: 1 each

Car Seat & Stroller: 1 each

Car Seat & Stroller: 1 each

Car Seat & Stroller: 1 each

Here's what you need to know about Cathay Pacific baggage policy:

  • Baggage Discounts: Enjoy special rates on select flights when you book your baggage online at least 24 hours before departure.

  • Oversize and Overweight Fees: Be aware that extra charges apply for bags that exceed size and weight limits.

  • Free Items: You can carry certain items at no additional cost, including:

    • Umbrellas and walking canes

    • Walking sticks, canes, and mobility devices

    • Outerwear like coats and jackets

  • Mobility Aids: On U.S. flights, there’s no cap on the number of mobility aids and assistive devices you can bring for free. For other routes, you’re allowed 2 mobility aids and 1 assistive device at no extra charge.

By keeping these details in mind, you can better manage your baggage and avoid unexpected fees.

Here’s a quick guide to Cathay Pacific baggage policy for specific scenarios:

  • Children’s Baggage Allowance: Kids with their own seats are allowed the same baggage as adults with the same fare class.

  • Food Items: If you're bringing food, be aware of the local customs rules at your destination. Most fruits are fine, but jackfruit and durian are not allowed due to their strong odor.

  • Alcoholic Beverages: You can carry alcohol in both carry-on and checked baggage, with these rules:

    • Alcohol must be in retail packaging.

    • For drinks with 24%–70% alcohol, the limit is 5 liters per passenger.

    • Drinks with less than 24% alcohol are not restricted, but pressurized bottles and barrels are excluded.

  • Excess and Overweight Baggage Fees:

    • Weight-Concept Flights: Overweight baggage costs between USD 13–65 per kilogram over your allowance.

    • Piece-Concept Flights: Additional pieces cost USD 150–280, depending on your flight zone.

    • Additional Pieces: For extra baggage within your weight allowance:

      • USD 30–60 per piece on weight-concept flights.

      • USD 200–280 per piece on piece-concept flights.

By keeping these guidelines in mind, you can smoothly navigate baggage policies and avoid extra charges.

Additional Fees for Excess Weight

For weight-concept flights with Cathay Pacific, additional baggage charges are calculated per kilogram. Here’s what you need to know:


From

To Hong Kong

To Zone 1

To Zone 2

To Zone 3

To Zone 4

Hong Kong

No Charge

USD 13/kg

USD 20/kg

USD 25/kg

USD 45/kg

Zone 1

USD 13/kg

USD 13/kg

USD 20/kg

USD 30/kg

USD 45/kg

Zone 2

USD 20/kg

USD 20/kg

USD 35/kg

USD 40/kg

USD 45/kg

Zone 3

USD 25/kg

USD 30/kg

USD 40/kg

USD 45/kg

USD 65/kg

Zone 4

USD 45/kg

USD 45/kg

USD 45/kg

USD 65/kg

USD 65/kg

Zones Explained:

  • Zone 1: Asia + Select Routes (e.g., South Korea, Japan, Thailand)

  • Zone 2: South Asia (e.g., India, Nepal, Sri Lanka)

  • Zone 3: Middle East (e.g., UAE, Saudi Arabia, Qatar)

  • Zone 4: Africa, South West Pacific, Europe (e.g., South Africa, Australia, UK, France)

Additional Baggage Fees by Weight—For Most Routes (excluding the Americas)

Under Cathay Pacific baggage policy, here’s how extra baggage fees are charged for weight-based flights to various destinations (excluding the Americas):


From / To

To Hong Kong

To Zone 1

To Zone 2

To Zone 3

To Zone 4

From Hong Kong

-

USD 30

USD 30

USD 60

-

From Zone 1

-

-

USD 30

USD 30

USD 60

From Zone 2

-

USD 30

USD 30

USD 30

USD 60

From Zone 3

-

USD 30

USD 30

USD 30

USD 60

From Zone 4

-

USD 60

USD 60

USD 60

USD 60

From Zone 5

USD 200

-

-

-

-

From Zone 6

USD 230

-

-

-

-


Zones:

  • Zone 1: Asia + select routes

  • Zone 2: South Asia

  • Zone 3: Middle East

  • Zone 4: Africa, South West Pacific, Europe

  • Zone 5 & 6: Specific high-cost routes

Additional Baggage Fees for Direct Flights Between Hong Kong and New Zealand

According to Cathay Pacific baggage policy, here are the extra baggage fees for direct flights between Hong Kong and Auckland/Christchurch:


Per Piece

Extra Baggage Fee (up to 50lb/23kg and 158cm/62in per piece)

First Bag

HKD 1430 / NZD 250

Second Bag

HKD 1750 / NZD 300

Three or More Bags

HKD 2200 / NZD 350

Additional Fee

Fee

Overweight Bag

HKD 1300 / NZD 200 per bag

Oversized Bag

HKD 1300 / NZD 200 per bag


Remember, under the Cathay Pacific baggage policy:

  • Bags exceeding 70lb (32kg) in weight or 203cm (80in) in combined dimensions (L + W + H) for piece-concept flights will not be accepted unless prior approval is obtained.

  • If your bags exceed these limits, they must be split up and repacked at check-in.

The following items are exempt from these rules:

  • Musical instruments

  • Sporting equipment

  • Pet travel

  • Mobility aids

  • Medical equipment

  • Diplomatic bags

For oversized or overweight bags, contact Cathay Pacific’s local reservations office at least 3 days before departure.

How to Pre-pay for Baggage Online

Save up to 20% by purchasing your baggage allowance online in advance! Here’s how you can do it:

  • Online: Use the 'Manage Booking' option under the flight booking section.

  • Mobile App: Access through the Cathay Pacific app.

  • Phone: Call to purchase up to 110lb (50kg) of baggage in 11lb (5kg) blocks, up to 24 hours before departure.

Check your flight's eligibility for this discount by logging into your Cathay Pacific account or contacting customer service.

Cathay Pacific Sports Equipment Policy

Planning to bring sports equipment? Here’s what you need to know:

  • Acceptance: Most sports equipment is accepted as part of your checked baggage allowance.

  • Charges: If it exceeds your allowance, you'll be charged extra based on piece- or weight-concept (depending on your route).

For piece-concept flights (to/from/via the U.S., Canada, Central, and South America), sports equipment counts as 158cm/62in in total dimensions, regardless of its actual size. Some examples include:

  • Bedrolls or sleeping bags

  • Knapsacks, rucksacks, or backpacks

  • A pair of snow skis with boots and ski poles

  • One snowboard with boots

  • One golf bag with clubs and golf shoes

  • Properly packed firearms, bicycles, or fishing equipment

Oversized Baggage Fees:

  • Sports equipment longer than 158cm/62in but within 203cm/80in: USD 150 per piece.

  • Sports equipment exceeding both 158cm/62in in length and 203cm/80in in total dimensions: Four times the standard excess baggage fee per piece.

Special Rules for Certain Sports Items

  • Bicycles: Only single-seat, non-motorized bicycles are allowed. Ensure they are securely packed. Contact the Global Contact Center 3 days prior to departure.

  • Avalanche Rescue Backpacks: Only one per passenger, either as hand or checked baggage. Ensure they are packed to prevent accidental activation.

  • Sporting Firearms: Includes rifle, shotgun, and pistol cases with specified limits. Contact the Cathay Pacific booking office for details.

Special Baggage Items

Certain valuable or oversized items can be carried on an additional paid seat in the cabin:

  • Religious Idols: Only in Economy Class, not exceeding 60cm x 36cm x 36cm (24in x 14in x 14in) and 33lb (15kg).

  • Diplomatic Bags, Artworks, Urns: Accepted in all classes, not exceeding 60cm x 36cm x 36cm (24in x 14in x 14in) and 70lb (32kg).

  • Musical Instruments: Including large instruments like guitars and cellos, must be securely packed and fastened to the seat.

Book special baggage items by phone at least 3 working days before departure.

Respiratory Devices—Portable Oxygen Concentrators (POCs)

If you need to use a POC on your flight:

  • Inform Cathay Pacific at least 2 days (48 hours) in advance.

  • Submit a Physician Statement within 10 days of travel if you don’t have a FREMEC card.

  • Ensure your batteries last 1.5 times the flight duration, as POCs cannot be connected to the aircraft’s power supply. Batteries must not exceed 160Wh (8g); otherwise, they must be sent by cargo.

Paying for Baggage Fees with Cathay Pacific

Maximize your savings and convenience when handling baggage fees with Cathay Pacific. Here’s how you can pay:

  • Online: During ticket purchase or later through the 'Manage Booking' section.

  • Mobile App: Pay directly via the app.

  • Phone: Call 1 (800) 233-2742 to pay by phone.

  • Airport: Pay at check-in using credit card or local currency.

Tip: Save up to 20% by purchasing your baggage online at least 24 hours before departure. Check if your flight qualifies by logging into your Cathay Pacific account or contacting customer service.

Cathay Pacific's Musical Instruments Policy

Traveling with musical instruments? Here’s what you need to know:

As Cabin Baggage

  • Small Instruments: Allowed as hand baggage if they fit in the overhead bin.

  • Max Weight: 15lb/7kg

  • Max Dimensions: 93cm x 39cm x 24cm (36in x 15in x 9in)

As Checked Baggage

  • Large Instruments: Can be checked in (e.g., guitars, cellos) if packed safely in a hard case.

  • Weight and Size Restrictions: Subject to fare type. Refer to the Cathay Pacific baggage policy for details.

On a Passenger Seat

  • Book an Extra Seat: For large instruments to avoid checking them in.

  • Max Weight: 70lb/32kg

  • Max Size: 136cm x 48cm x 44cm (54in x 19in x 17in)

  • Fastening: Must be securely fastened and not obstruct any exits or signs.

Note: Book a seat for your instrument at least 3 days before departure through Cathay Pacific’s local reservation office.

Handling Delayed, Lost, or Damaged Baggage

Delayed Baggage

  • Immediate Action: Report at the Baggage Service Counter at the airport.

  • Report Online: Use your Report File Reference number to track your bag.

  • Follow-Up: Call the local baggage services office for further assistance.

Damaged Baggage

  • Report at Arrival Hall: File a report before customs clearance.

  • Phone Report: Call the baggage service hotline within 7 days of receiving your bag.

  • Keep Reference Number: Necessary for future claims.

Important: Minor damages like scratches or scuffs are not covered. Overpacked items or inadequately packed articles are also excluded.

Items Left Onboard

  • Cathay Pacific Flights: Contact the local baggage services office.

  • Codeshare Flights: Report the loss to the operating carrier.

Making a Claim for Missing or Damaged Baggage

If you need to claim for missing or damaged baggage:

  1. Report the Problem: Ensure you get a Report File Reference number from the Baggage Services Desk.

  2. Submit Your Claim: Fill out the online baggage claim form with detailed information.

  3. Send Supporting Documents: Provide receipts and other necessary documents to the contact provided in your confirmation email.

Contact Cathay Pacific

  • Customer Care—Hong Kong: +852 2747 2200

  • Customer Care—China: 400 880 7488

  • Customer Care—Worldwide: +800 2747 2200

  • India Reservations: 000 800 4405008

  • Indonesia Reservations: 001 803 852 2212

  • Italy Reservations: 800 971 720

  • Netherlands Reservations: 080 0022 4229

  • Saudi Arabia Reservations: 8008 440 350

  • South Africa Reservations: (080) 061 1206

  • Sri Lanka Reservations: +94 (11) 2423 726

  • UAE Reservations: 8000 444 6554

  • Marco Polo Club—Green/Silver/Gold: +800 2747-5500

  • Marco Polo Club—Diamond: +800 2747-3888

  • Asia Miles (U.S.A.): 1866 892 2598

Cathay Pacific Baggage Liability

Cathay Pacific’s liability for lost, damaged, or delayed baggage:

  • Warsaw Convention:

    • Checked Baggage: SDR 17/kg

    • Unchecked Baggage: SDR 332/passenger

  • Montreal Convention:

    • Liability limit: SDR 1,288/passenger (approx. USD 1,780) for both checked and unchecked baggage

Prohibited Items

Cathay Pacific prohibits the following for safety reasons:

  • Stunning Devices: Tasers, stun guns, etc.

  • Explosives: Fireworks, flares, ammunition, etc.

  • Flammable Items: Matches, paints, lighter fluid, etc.

  • Harmful Materials: Poisons, radioactive materials, corrosives, etc.

  • Smart Baggage: Bags with non-removable lithium batteries.

For detailed information, refer to Cathay Pacific’s controlled and banned items page.

FAQs Cathay Pacific Baggage Allowance Policy

What is the Cathay Pacific baggage size limit?

Each passenger is allowed one piece of hand luggage with the dimensions of 56 x 36 x 23 cm (22 x 14 x 9 in). The weight allowances vary by class:

  • Economy and Premium Economy: up to 7 kg (15 lbs)

  • Business: up to 10 kg (22 lbs)

  • First Class: up to 15 kg (33 lbs)

What is the baggage allowance for Cathay Pacific if my checked baggage is 30kg?

Cathay Pacific baggage policy typically allows for checked baggage allowances based on your travel class and route. If your baggage allowance is 30kg, you can check in your luggage as long as it does not exceed this weight limit. For more information, contact the customer service team. Or call an expert at +1-866-410-8128.


Is Cathay Pacific strict with baggage allowance international?

According to Cathay Pacific baggage policy, passengers will be charged $60 to $150 for overweight pieces, depending on the route. Luggage over 32kg will not be accepted. Additionally, items exceeding 158cm (sum of width, height, and length) will incur a fee of USD 200, and items over 203cm will not be accepted.

What is Cathay Pacific's carry on baggage allowance?

Carry-On Allowance: 1 Bag + 1 Personal Item

  • Max Dimensions: 22in x 14in x 9in (56cm x 36cm x 23cm)

  • Economy Class: Up to 15 lbs (7 kg)

  • Business Class: Up to 22 lbs (10 kg)

What is the baggage allowance for flights from the USA to Asia on Cathay Pacific?

For flights from the USA to Asia with Cathay Pacific, the baggage allowance typically includes:

  • Economy Class: 1 checked bag weighing up to 23 kg (50 lbs) and 1 carry-on bag up to 7 kg (15 lbs), plus 1 personal item.

  • Business Class: 2 checked bags, each weighing up to 32 kg (70 lbs), and 1 carry-on bag up to 10 kg (22 lbs), plus 1 personal item.

  • First Class: 2 checked bags, each weighing up to 32 kg (70 lbs), and 1 carry-on bag up to 15 kg (33 lbs), plus 1 personal item.

What is the weight limit for checked baggage on Cathay Pacific flights?

The weight limit for checked baggage on Cathay Pacific flights generally depends on your class of service:

  • Economy Class: 1 checked bag weighing up to 23 kg (50 lbs).

  • Business Class: 2 checked bags, each weighing up to 32 kg (70 lbs).

  • First Class: 2 checked bags, each weighing up to 32 kg (70 lbs).

How much do I have to pay for an extra baggage in Cathay Pacific?

According to Cathay Pacific baggage policy, passengers are typically charged between $60 and $150 for each overweight piece of luggage, depending on the route. Luggage weighing more than 32 kg will not be accepted.

What is the maximum baggage size for Cathay Pacific?

It is 203cm / 80in.

How strict are Cathay Pacific with hand luggage?

Cathay Pacific specifies that hand baggage must not exceed 7 kg in total. Business class passengers are allowed to carry up to 10 kg of hand baggage.

How many bags are allowed in check-in baggage Cathay Pacific?

Here’s the check-in baggage allowance for Cathay Pacific:

  • Economy Class: 2 bags, up to 30 kg in total

  • Premium Economy Class: 2 bags, up to 35 kg in total

  • Business Class: 2 bags, up to 40 kg in total

  • First Class: 3 bags, up to 50 kg in total

What is Cathay Pacific carry on baggage weight?

  • For carry-on baggage with Cathay Pacific, the limits are:

  • Economy & Premium Economy: Max 7 kg (15 lbs) and size up to 56 x 36 x 23 cm (22 x 14 x 9 in).

  • Business Class: Max 10 kg (22 lbs) and size up to 56 x 36 x 23 cm (22 x 14 x 9 in).

  • First Class: Max 15 kg (33 lbs) and size up to 56 x 36 x 23 cm (22 x 14 x 9 in).

  • These limits ensure your carry-on fits perfectly and stays within the weight allowance.

What is the size of cabin baggage for Cathay Pacific?

It is 56cm x 36cm x 23cm.

How much do I have to pay for an excess baggage in Cathay Pacific?

Under Cathay Pacific Baggage Policy, the fee for an overweight bag ranges from approximately USD 60 to USD 150 per piece.

What is the baggage allowance for the Cathay Pacific Premium Economy?

Cabin Class

Checked Baggage Allowance

Economy

1 piece, up to 23 kg (50 lbs)

Premium Economy

2 pieces, each up to 23 kg (50 lbs)

Business

2 pieces, each up to 32 kg (70 lbs) <br> 3 pieces, each up to 23 kg (50 lbs) for Hong Kong–New Zealand flights

What is the baggage allowance for the Cathay Pacific economy?

Here’s the baggage allowance for Cathay Pacific Economy class:

  • Light Fares: 1 piece up to 23 kg (50 lbs)

  • Essential Fares: 2 pieces, each up to 23 kg (50 lbs)

  • Flex Fares: 2 pieces, each up to 23 kg (50 lbs)

What are the Cathay Pacific checked baggage restrictions?

You can check the checked baggage restrictions by visiting Cathay Pacific’s official website. Or you can contact their customer service team for the specific answers.

What is the Cathay Pacific extra baggage fees?

The fee for an extra baggage is around USD 60 to USD 150 per piece.

How is my baggage handled on connecting flights with Cathay Pacific?

On Cathay Pacific connecting flights:

  • Baggage Transfer: Automatically transferred if both flights are with Cathay Pacific or its partners.

  • Check-In: Ensure your baggage is checked through to your final destination.

  • Different Airlines: You may need to collect and re-check baggage if the connecting flight is with a non-partner airline.

  • Layovers: Baggage is usually held in transit during long layovers, but confirm with the check-in agent.

For more details, contact Cathay Pacific’s customer service.

How can I track my baggage with Cathay Pacific?

To track your baggage with Cathay Pacific, use the Manage Booking feature on their website or contact their customer support team directly.


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