I am looking for suggestions as to how to move forward. I have had an issue with the Cathay Neo card not working on the Cathay Pacific website, it works fine both internationally and in Canada at all vendors used. I have had it since July 2024 using it often with Cathay. Never an issue. Because numbers on the card were no longer readable, Neo instructed to order a new one. It arrived and worked fine everywhere but on Cathay 11 days ago when it was the first time on that site with the replacement card. I have reached out to both Cathay and Neo customer service. Cathay’s support was responsive , supportive and they escalated to both marketing and finance and after two, hour long phone calls from Cathay over three day, again with very supportive representatives attempting a number of solutions with me, they believe the issue is with the card. Conversations with Neo began 11 days ago, the same day I reached out to Cathay. 11 days later with the use of customer service phone calls (5), Neo live chats with real people (2), and 3 emails to Customer Complaints committee I have received 2 identical replies indicating “a timely response” and 1 phone call which I was not available for and 1 email for times to discuss this further. I responded with an hour with an indication of open availability, no response, then 2 hours later another email explicitly providing a contact number, as well as live chat on Neo with a message that the person who responded would call before the end of the day. No response. It is 24 hours later, ticket prices continue to rise, this has been dragging on 11 days and still no active resolution. Looking for positive, helpful suggestion on how to move forward.
Welcome to the community @travell! 
Thanks for sharing your experience with us. This is definitely not the standard we want for you, and I can completely understand how stressful this must be, especially with ticket prices fluctuating while you wait. Just confirming, are you getting a specific error code or message at the checkout screen when you try to submit the payment?
Yes Yeni I am getting a specific code. I have a PDF summary of the experience with extensive details of all contacts and summary of outcomes and the code I am happy to share.
Steve
Thanks for letting me know @travell, If you can share a ticket number from one of your interactions, that would be super helpful.
Success! After 11 days without success, and 2 hours after posting here, Yeni from Neo reached out via phone - after attempting two different transactions, she was able to determine that the error was with the card and on-line purchases, despite apparent authorization for on-line. Card replacement and successful booking completed. Many thanks Yeni - wish we had spoken 11 days ago.