The worst gone worse - MPC hotline capacity and waiting time
Jul 11, 2015, 11:44 pm
#61
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太陽報A1：專線失聯4日 國泰玩殘貴客
http://hk.on.cc/hk/bkn/cnt/news/2015...00822_001.html
Caveat though - this guy's currently a Green...
http://hk.on.cc/hk/bkn/cnt/news/2015...00822_001.html
Caveat though - this guy's currently a Green...
Jul 12, 2015, 12:47 am
#62
Join Date: Jun 2005
Location: HKG
Posts: 1,505
The MPC lines have always been bad. It's nothing new. Did they mean the reservation line for MPC is also subject to crazy delays as well? I've never had any bad issues with the revenue phone numbers. I would've thought those get first attention to get the sales going?
Jul 12, 2015, 8:09 am
#63
Join Date: Feb 2012
Location: HKG
Programs: CX DM, SPG Pt, Le Club Accor GO, Shangri-La GC Jade
Posts: 1,327
Anyway I would only say this guy is another DYKWIA... Was GO or even DM... then? Even current GO needs to wait several minutes...
Jul 12, 2015, 8:35 am
#64
Join Date: Jan 2009
Programs: VA Velocity, SQ KrisFlyer
Posts: 92
國泰貴賓專線失聯 前中國小姐趙哲妤憤怒了
http://www.on.cc/hk/bkn/cnt/news/201...00822_001.html
(Note: Available in traditional Chinese only - please use online translation tool to translate into your own language0
This is yet another complain from another 'high profile' customer - a model tried to reserve a seat on Cathay Pacific but she get no response from the Customer Service line, therefore now she has to call to the UK hotline to fix it up.
She threatens if the service does not improve, she will be considering ditching CX and catch Singapore Airlines instead.
http://www.on.cc/hk/bkn/cnt/news/201...00822_001.html
(Note: Available in traditional Chinese only - please use online translation tool to translate into your own language0
This is yet another complain from another 'high profile' customer - a model tried to reserve a seat on Cathay Pacific but she get no response from the Customer Service line, therefore now she has to call to the UK hotline to fix it up.
She threatens if the service does not improve, she will be considering ditching CX and catch Singapore Airlines instead.
Jul 12, 2015, 8:43 am
#65
Join Date: Jan 2009
Programs: VA Velocity, SQ KrisFlyer
Posts: 92
太陽報A1：專線失聯4日 國泰玩殘貴客
http://hk.on.cc/hk/bkn/cnt/news/2015...00822_001.html
Caveat though - this guy's currently a Green...
http://hk.on.cc/hk/bkn/cnt/news/2015...00822_001.html
Caveat though - this guy's currently a Green...
Jul 12, 2015, 11:43 am
#66
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Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 7_0_2 like Mac OS X) AppleWebKit/537.51.1 (KHTML, like Gecko) Version/7.0 Mobile/11A501 Safari/9537.53)
Fly etihad!
Well, or use an agent.
Originally Posted by Metropolitan Airlines
國泰貴賓專線失聯 前中國小姐趙哲妤憤怒了
http://www.on.cc/hk/bkn/cnt/news/201...00822_001.html
(Note: Available in traditional Chinese only - please use online translation tool to translate into your own language0
This is yet another complain from another 'high profile' customer - a model tried to reserve a seat on Cathay Pacific but she get no response from the Customer Service line, therefore now she has to call to the UK hotline to fix it up.
She threatens if the service does not improve, she will be considering ditching CX and catch Singapore Airlines instead.
http://www.on.cc/hk/bkn/cnt/news/201...00822_001.html
(Note: Available in traditional Chinese only - please use online translation tool to translate into your own language0
This is yet another complain from another 'high profile' customer - a model tried to reserve a seat on Cathay Pacific but she get no response from the Customer Service line, therefore now she has to call to the UK hotline to fix it up.
She threatens if the service does not improve, she will be considering ditching CX and catch Singapore Airlines instead.
Well, or use an agent.
Jul 12, 2015, 8:45 pm
#67
FlyerTalk Evangelist
Join Date: Oct 2011
Location: Anywhere I need to be.
Programs: OW Emerald, *A Gold, NEXUS, GE, ABTC/APEC, South Korea SES, eIACS, PP, Hyatt Diamond
Posts: 16,046
Mr. Tang, mentioned in the article travels between Hong Kong and New Zealand often. If he is not satisfied with MPC why don't he switch to NZ Airpoints or Velocity Frequent Flyer? He can still earn/burn points on his flights and it is easier to get Gold with Velocity too.
Jul 13, 2015, 7:32 am
#69
Join Date: Feb 2012
Location: HKG
Programs: CX DM, SPG Pt, Le Club Accor GO, Shangri-La GC Jade
Posts: 1,327
Jul 13, 2015, 6:26 pm
#70
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
Jul 13, 2015, 7:42 pm
#71
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,800
PierF food-poisoned DM refused access to supervisor
國泰頭等客用餐後嘔吐大作 投訴石沉大海
http://hk.on.cc/hk/bkn/cnt/news/2015...00822_001.html
Oriental Daily is becoming a CX haters' mailbox these days, but it does provide for entertaining reading.
http://hk.on.cc/hk/bkn/cnt/news/2015...00822_001.html
Oriental Daily is becoming a CX haters' mailbox these days, but it does provide for entertaining reading.
Last edited by percysmith; Jul 13, 2015 at 7:49 pm
Jul 13, 2015, 9:18 pm
#72
Ambassador, Hong Kong and Macau
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MPO GR made to call 56 mins on roaming
廿年會員鬧爆馬可孛羅會
https://hk.news.yahoo.com/%E5%BB%BF%...221027841.html
Wonder will the roaming bill be more than a return fare - the Thai toll free is 001 800 852 3248 https://www.cathaypacific.com/cx/en_...ore-login.html - but 龔先生 called HK on IDD from his roaming phone
(Not that the Thai toll free works from local prepaid SIMs - I tried)
Also another thing is why wasn't 龔先生 told about Marco Polo desk @ HKIA Island B? HKG check-in staff appears culpable here, I assume if 龔先生 asked to do it at check-in then he has enough time to walk over to Island B to do it.
(I have a low opinion of HKG check-in staff recently. My colleague on PE accompanying his mother in F was told at F check-in that no guest is allowed in Pier F. I said F guests have been allowed since I was age 4, and asked him to load https://www.cathaypacific.com/cx/en_...tance.HKG.html and shove it in the check-in's face)
https://hk.news.yahoo.com/%E5%BB%BF%...221027841.html
Wonder will the roaming bill be more than a return fare - the Thai toll free is 001 800 852 3248 https://www.cathaypacific.com/cx/en_...ore-login.html - but 龔先生 called HK on IDD from his roaming phone
(Not that the Thai toll free works from local prepaid SIMs - I tried)
Also another thing is why wasn't 龔先生 told about Marco Polo desk @ HKIA Island B? HKG check-in staff appears culpable here, I assume if 龔先生 asked to do it at check-in then he has enough time to walk over to Island B to do it.
(I have a low opinion of HKG check-in staff recently. My colleague on PE accompanying his mother in F was told at F check-in that no guest is allowed in Pier F. I said F guests have been allowed since I was age 4, and asked him to load https://www.cathaypacific.com/cx/en_...tance.HKG.html and shove it in the check-in's face)
Last edited by percysmith; Jul 13, 2015 at 9:23 pm
Jul 14, 2015, 10:39 am
#74
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https://www.facebook.com/cxsecret/posts/870596806351894
Translated: Not surprising customers are complaining
The company is throwing money at the problem - those agents working overtime and taking 6 calls or more every hour will get three times overtime pay
Quantity over quality strategy to answer all calls
We should be able to take 9.5 hours (less 1 hour lunch) x 6 calls/hour x 22 working days/month x 300 agents in the call centre = 336,600 calls per month
But we know there are more than 700,000 members out there, so some of them will have to wait
After midnight there's 10% less staffing so take away 33,660 calls/month
There's serious agent staffing shortage - it's like inflation, [our pay will] never catch up
#2914
真心覺得，顧客投訴，理所當然
所以公司用錢去解決，要求OT同事，但每小時最少6個calls，會有3倍OT!
要達到重量不重質，承接所有來電！
每日返工9.5鐘-1個鐘lunch x 6calls x 22工作日x 全埸300人=336600 calls/每月
要知我地尊貴會員超過700k，等就變成理所當然。
另外零晨時份，又將員工減少至10%= 33660calls/每月
講真人手唔夠係事實，因為好似通脹率，係永遠追唔到。
真心覺得，顧客投訴，理所當然
所以公司用錢去解決，要求OT同事，但每小時最少6個calls，會有3倍OT!
要達到重量不重質，承接所有來電！
每日返工9.5鐘-1個鐘lunch x 6calls x 22工作日x 全埸300人=336600 calls/每月
要知我地尊貴會員超過700k，等就變成理所當然。
另外零晨時份，又將員工減少至10%= 33660calls/每月
講真人手唔夠係事實，因為好似通脹率，係永遠追唔到。
The company is throwing money at the problem - those agents working overtime and taking 6 calls or more every hour will get three times overtime pay
Quantity over quality strategy to answer all calls
We should be able to take 9.5 hours (less 1 hour lunch) x 6 calls/hour x 22 working days/month x 300 agents in the call centre = 336,600 calls per month
But we know there are more than 700,000 members out there, so some of them will have to wait
After midnight there's 10% less staffing so take away 33,660 calls/month
There's serious agent staffing shortage - it's like inflation, [our pay will] never catch up
Last edited by percysmith; Jul 14, 2015 at 5:44 pm