Successful redemption via call center in english
Nov 8, 2016, 2:30 am
#1
Original Poster
Join Date: Oct 2011
Posts: 3,837
Successful redemption via call center in english
There have been two articles on a rather popular blog about the lack of english speaking agents at topbonus call center. While initially it is a struggle to find the right phone number to call and how to navigate the menu, there are very competent agents who speak fluent english.
I had to call twice in the last couple of weeks to redeem miles for a QR biz class award and I don't understand german at all. Yesterday it was a female and last week a very competent gentleman. I called last week to check the availability and made sure to ask the agent how to successfully navigate the menu and the told me 1/2/1. Called yesterday to make the booking.
Here's how it worked:
- called +49 1806343333 (I used Google Voice 0.04eur/min), it will be all in german;
- first prompt is about the recording of the call or the feedback at the end the call, they ask to press 1, ignore this;
- then it's the menu, first question press 1, second question 2, third 1;
That's the agent you need to check availability/book awards over the phone. Ask politely if they can help you in english. Yesterday my first call was a female that kept saying "nein, nein". HUACA. Second call it was another female with perfect english.
She found the award space (matching BAs) from Australia-Doha-Europe, saved the seats, took my TB # and then wife's, calculated the taxes, took my credit card and phone number to call back in case of payment a problem. Told me it will take about 10 mins to receive the confirmation.
A little over 10 mins later I had ticket numbers and confirmation. Overall, it was way too easy when know how to reach them.
I had to call twice in the last couple of weeks to redeem miles for a QR biz class award and I don't understand german at all. Yesterday it was a female and last week a very competent gentleman. I called last week to check the availability and made sure to ask the agent how to successfully navigate the menu and the told me 1/2/1. Called yesterday to make the booking.
Here's how it worked:
- called +49 1806343333 (I used Google Voice 0.04eur/min), it will be all in german;
- first prompt is about the recording of the call or the feedback at the end the call, they ask to press 1, ignore this;
- then it's the menu, first question press 1, second question 2, third 1;
That's the agent you need to check availability/book awards over the phone. Ask politely if they can help you in english. Yesterday my first call was a female that kept saying "nein, nein". HUACA. Second call it was another female with perfect english.
She found the award space (matching BAs) from Australia-Doha-Europe, saved the seats, took my TB # and then wife's, calculated the taxes, took my credit card and phone number to call back in case of payment a problem. Told me it will take about 10 mins to receive the confirmation.
A little over 10 mins later I had ticket numbers and confirmation. Overall, it was way too easy when know how to reach them.
Nov 9, 2016, 9:48 am
#3
Join Date: Aug 2016
Posts: 157
Did the same as you did for 3-4 times and all the agents kept saying 'nein nein' too! haha
Think i have to try it again, What time did u call them?
They did understand what I said in english but they just didnt want to reply in english. They kept saying it to me in german which I understand a little bit but it couldnt help when it come to booking an award flight
Think i have to try it again, What time did u call them?
They did understand what I said in english but they just didnt want to reply in english. They kept saying it to me in german which I understand a little bit but it couldnt help when it come to booking an award flight
Last edited by mylabel; Nov 9, 2016 at 11:15 am
