NG1Fan
Mar 4, 09, 4:14 am
Ok, I've been dealing with the CX sales office for about 2 1/2 years now and it still amazes me how they run their operation.
Calling their call centre is hopeless - waits up to 30 min. I now (well, since 2007) resort to emailing them. Even so, they manage to stuff things up, eg.
1. I book K-Class fares which I sometimes upgrade. At the time of booking (usually some six weeks before travel), I tell them when I'll confirm/pay for the ticket (usually one week before travel). I give them a date, which they acknowledge. When I email to pay for the ticket at the specified date, they cannot find my booking. So I have to go through the stress of re-doing the entire booking. Being DM means I normally get everything confirmed on-the-spot, but often, I fly to Moscow codeshare on SU. CX only has 16Y/4C class seats - and DM doesn't seem to help to get those.
2. Why can't they keep all my details on file? Like MCP nr, credit card nr etc?
3. Just Friday last week, I emailed to confirm my booking (made in mid-Jan) and pay for it. No reply. I called on Monday, and when I finally got through, they could not find my record. Or what price I was quoted. So they started again. The new price was some $500 dearer than the original AUD27xx.xx they quoted. I did not accept that price. I read the original price from CX's email to me and they accepted that price! It gets better. On Tuesday, I received my etix, and to my surprise, the price was lower, 'only' AUD25xx.xx. Ah, but wait.... On Wednesday, they sent me another etix, under the same booking reference, but with a new ticket nr and a new price. Higher than Tuesday's but still not the same as I was originally quoted.
So I get the feeling that CX's left hand in Australia doesn't know what its right had is up to. I pointed out this mistake to CX on Wednesday, but no response.
What's going on? Anyone else with such similar experiences?
NG1Fan
Calling their call centre is hopeless - waits up to 30 min. I now (well, since 2007) resort to emailing them. Even so, they manage to stuff things up, eg.
1. I book K-Class fares which I sometimes upgrade. At the time of booking (usually some six weeks before travel), I tell them when I'll confirm/pay for the ticket (usually one week before travel). I give them a date, which they acknowledge. When I email to pay for the ticket at the specified date, they cannot find my booking. So I have to go through the stress of re-doing the entire booking. Being DM means I normally get everything confirmed on-the-spot, but often, I fly to Moscow codeshare on SU. CX only has 16Y/4C class seats - and DM doesn't seem to help to get those.
2. Why can't they keep all my details on file? Like MCP nr, credit card nr etc?
3. Just Friday last week, I emailed to confirm my booking (made in mid-Jan) and pay for it. No reply. I called on Monday, and when I finally got through, they could not find my record. Or what price I was quoted. So they started again. The new price was some $500 dearer than the original AUD27xx.xx they quoted. I did not accept that price. I read the original price from CX's email to me and they accepted that price! It gets better. On Tuesday, I received my etix, and to my surprise, the price was lower, 'only' AUD25xx.xx. Ah, but wait.... On Wednesday, they sent me another etix, under the same booking reference, but with a new ticket nr and a new price. Higher than Tuesday's but still not the same as I was originally quoted.
So I get the feeling that CX's left hand in Australia doesn't know what its right had is up to. I pointed out this mistake to CX on Wednesday, but no response.
What's going on? Anyone else with such similar experiences?
NG1Fan