How Cathay Pacific improved payment efficiency and customer satisfaction

With operations that extend across commercial flights, airline catering, aircraft engineering and cargo, the Hong Kong based Cathay Pacific Airways Limited (Cathay Pacific) operates across multiple categories. It is a great example of companies with an increasing need for more efficient retail payment services.

BOCHK has cooperated closely with the airline to provide a tailormade online collection solution which not only helps enhance Cathay Pacific’s operational efficiency, but also offers its passengers a secure and convenient electronic payment experience. With the introduction of digital tools such as Faster Payment System (FPS) QR code, BOCHK is helping the travel industry benefit from the surge in demand for local tourism.

Passengers purchasing air tickets on Cathay Pacific’s website can now select FPS as a payment method. On choosing this option, a QR code is automatically generated, which can be scanned to complete the transaction with instant confirmation.

Through BOCHK’s electronic channels including iGTB API and iGTB NET, Cathay Pacific can receive real-time payment notifications, conduct transaction enquiries, track transaction status, and process refunds.

Customised solutions to support online businesses

BOCHK has made several system enhancements to meet Cathay Pacific’s business needs, including new collection management functions on internet banking, extended refund periods and the FPS QR page which serves as a brand-new payment gateway.

Apart from pushing the adoption of advanced digital technology, this solution supports Cathay Pacific in developing its online business and enhancing the payment experience for passengers. The straight-through process has improved efficiency and reduced human effort in reconciliation, with the use of API to connect Cathay Pacific’s ticketing system with BOCHK.

Supporting digital transformation

The Cathay Pacific case study is just one example of BOCHK’s commitment to supporting digital transformation of its corporate clients with financial technology. Over the past two years, the number of merchants using BOCHK’s FPS QR code collection service has surged by over 60%, across industries including telecommunications, insurance, securities, catering, and retail services. By offering comprehensive collection and financial management, BOCHK continues to facilitate corporate clients in achieving operational efficiency and thus promoting Hong Kong as a leading international city.

With the rollout of the global promotion campaign “Hello Hong Kong”, visitors from across the globe have significantly increased their demand to travel to the city. BOCHK is excited to partner with Cathay Pacific to launch an innovative, safe, and efficient payment method — FPS, which improves customer experience with a seamless payment journey.

BOCHK will continue to promote fintech innovation by providing corporate clients with comprehensive digital banking and finance solutions, pursuing the twin goals of accelerating digital transformation and supporting them as they seize business opportunities arising from economic recovery.