Cathay Pacific Asia Miles - Cathay Pacific Loyalty Programmes Extends PCCW Teleservices

This one is for Guy Betsy...GB, I hope this answers your questions as to which company employs the Asia Miles/MPO Service Centre member executives?

Cathay Pacific Loyalty Programmes Extends PCCW Teleservices

Hong Kong April - PCCW Teleservices announced that its agreement with Cathay Pacific Loyalty Programmes Ltd. ("CPLP") to manage and operate the airline's global contact center was extended by three years.
The agreement means that PCCW Teleservices, a wholly owned subsidiary of PCCW, will continue to provide a dedicated 24-hour, seven-day-a-week global contact center to handle members inquiries about The Marco Polo Club and Asia Miles programs.

Serving CPLP since February 1999, PCCW Teleservices will also continue to communicate with CPLP members in 11 languages - Cantonese, English, Mandarin, Japanese, Korean, Bahasa, French, German, Italian, Dutch and Thai.

"We are proud to serve the members of The Marco Polo Club and Asia Miles worldwide over the past three years," said Joseph Ma, president of PCCW Contact Center Business. "We attribute our success mainly to our passion for quality customer services, advanced technology and operation expertise."

CPLP's General Manager Ron Mathison said: "Our mission is to provide superior customer service to our members around the world. The assistance provided by PCCW Teleservices is critical to the success of The Marco Polo Club and Asia Miles."

PCCW Teleservices provides a full range of membership services at the global contact centre, including award reservations and ticketing, special requests, and general inquiries. Besides call center services, PCCW Teleservices also responds to e-mails and letters in English, Chinese, Japanese or Korean.

As part of its contact center operations, PCCW Teleservices is responsible for selecting, recruiting and training customer service representatives as well as for technical aspects such as design, management and daily maintenance of the operating systems.

"CPLP has demonstrated the effectiveness of outsourcing contact management operations. Outsourcing the needs of the contact center is a way for companies not only to reduce costs, but also to improve their quality of contact," said Mr. Ma. "With our experience and expertise, we can help companies maximize their customer relationship strategies, developing their unique position in the competitive marketplace."

I did not know PCCW were managing the asia miles and MPO centre.

Congratulations to PCCW, I have been very satisfied with the service I have had when calling in but especially impressed by the prompt email response and caring attitude when they called and spoke to my wife (quite a few times since she is home all the time whilst I am away). My wife speaks highly of this service.

All this time I thought I was dealing with Cathay Pacific staff and asia miles staff.

Congratulations! Keep up the good work from a happy member

AAAAAhhhhhhhhhhhhh !!!!

Many are x cx staff so pccw are lucky to have their experience, I don't think they could do with non airline background people without a core group of staff who know their job and have cx experience.

How are their shares doing?

I thought I'd only heard bad things about the administration of MPC up to now. Am I confusing MPC with Asiamiles?

Nope. They're the same.

Guy: So I didn't hear bad things about MPC on this forum? At least not from you?

Paulsea1-oneworld fan, my main greif with Asiamiles is the difficulty in getting a seat when I use my miles. Cathay Pacific does not budget sufficient seats to meet the demand or so it seems. I am a high tier member and don't have much difficulty, when I travel with friends who are Asiamiles members but not in the MPO club they seem to encounter difficulties.

I was told by a fellow traveler that this is an experience he faces regularly. He also shared that there is little the people you are talking to can do if Cathay Pacific and other airlines don't make the seat available.

I tried travelling at Easter with my wife and she was quite frustrated because I got a confirmation whilst she was put on waitlist. It all worked out in the end after I wrote in to complain, I can tell that they went out of their way to try and help her which I do appreciate but this could be avoided if the airline gave more seats to asiamiles to release to members who want to spend miles, I did earn these miles through paying money so why not value them?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PaulSEA1:
Guy: So I didn't hear bad things about MPC on this forum? At least not from you?</font>


Hey, hey, hey.... I just want to keep you guys on your toes that's all..

Actually there have been recent 'encounters' with MPC lately. But this time I thought I'd try the old 'hang-up-and-call-back' routine and it works... after maybe 3 days and 8 phone calls have passed.

Latest from 'someone' at MPC - I called in to book the remaining sectors on a ONEWORLD RTW ticket in A class. I was told by him that MPC has been told NOT to take bookings for A, D class anymore... and that I should call 'reservations'. When asked doesn't he mean Marco Polo members call the MPC line, he said no. MPC members call Asiamiles, and therefore anything else out of the ordinary.. such as booking for other airlines even on full fare tickets, has to handled by CATHAY PACIFIC RESERVATIONS.

I said Thank you. Hung up. Called back and another girl took my booking without any hassle.

But it makes you wonder what sort of regulations go on around there at MPC !

Yes, SHOUT, I have an award booking for a friend too and he is still on waitlist even though I am confirmed on a renenue ticket and we travel in 4 weeks! Even though the booking is cross-referenced to mine, he has no status on CX, so we are looking at other options now.