Asia Miles hotline is always busy?
Dec 10, 2008, 12:48 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Nov 2000
Posts: 16,093
Asia Miles hotline is always busy?
It happens with such a high frequency that no matter what number I dial, from Asia Miles toll free USA number to calling the HKG number or the Marco Polo Club number in HKG - always getting a busy signal. Once in a blue moon, I will get through on first try. Tonight, no such luck. Is this common or is it just me? 
Dec 10, 2008, 1:48 am
#2
Join Date: Jan 2008
Location: Hong Kong
Programs: BA Gold, JGC Sapphire, OZ Diamond, AF Silver, CX GR, Marriott Lifetime SL
Posts: 3,598
It happens with such a high frequency that no matter what number I dial, from Asia Miles toll free USA number to calling the HKG number or the Marco Polo Club number in HKG - always getting a busy signal. Once in a blue moon, I will get through on first try. Tonight, no such luck. Is this common or is it just me?
Dec 13, 2008, 8:57 am
#3
Join Date: Dec 2008
Location: Hong Kong
Programs: CX DM
Posts: 1,140
The level of service went downhill after CX and KA were merged. And yes, you're right, Diamond members did get answered much faster and always by a human being, but I too experienced significant service deterioration post-merger. However there is now a separate Diamond line, so hopefully this will result in shorter wait times for everyone now.
Dec 13, 2008, 9:15 am
#4
Original Member
Join Date: May 1998
Location: HKG
Programs: BA GGL, CX DM, AA LT GO, Marriott LT Titanium, Shangri-La DM, Hyatt Globalist, Hilton DM
Posts: 2,025
well, as far as I understand from some service reps / supervisor the DM line is really nothing more than a number - i.e. DM just won't get the engaged tone - but after getting connected it's still the same group of reps, shared among all members etc, not a new group of additional DM reps. so I doubt having this number would shorten the times for others (or in fact I still have at least 2-3 friends/colleagues telling me every week how long they wait on the line - even after this DM number is introduced).
Dec 13, 2008, 9:20 am
#5
Join Date: Nov 2006
Programs: MPC,CA,MU,AF
Posts: 8,171
My feeling is that there was a huge increase in MPC memberships after the CX/KA merger, and the staffing and training were inadequate. The new DM line helps DMs bypassing the engaged tone. It is still going to the MPC service centre.
However, with companies cutting budgets, many frequent travellers are flying less. The MPC centre is not going to be as overwhelmed. I think the service will get better.
However, with companies cutting budgets, many frequent travellers are flying less. The MPC centre is not going to be as overwhelmed. I think the service will get better.
Dec 13, 2008, 10:39 pm
#6
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Join Date: Dec 2003
Posts: 13,145
Not necessarily. My friend who is Silver tells me he rarely has to wait more than 5 minutes once the automated recorder says he is going to be transferred to a representative even when he calls during normal daytime and early evening hours.
Dec 15, 2008, 7:08 pm
#9
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Location: Little dot in Asia
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