Case Study: Cathay Pacific achieves seamless, memorable end-to-end travel experiences with Adyen

Cathay Pacific Unforgettable flights for every traveler

Cathay Pacific, one of Asia’s most awarded international carriers serving 200+ destinations, set out to make the entire journey—from inspiration and booking to trip management and disruption handling—more memorable. The airline faced increasingly resourceful, time‑pressed travelers (including late bookers and special‑purpose groups) who expect instant, multichannel responses and more personalized interactions.

Cathay responded by investing in digital customer‑experience improvements, notably the Vera chatbot, alongside enhanced destination inspiration and seamless consumer–brand touchpoints. These changes accelerated enquiry handling, better served short‑notice and group travelers, and helped Cathay maintain strong customer satisfaction and industry recognition while continuing to expand its network.

Cathay Pacific

Celine Hon

Head of Digital – Customer & Commercial