The worst gone worse - MPC hotline capacity and waiting time
Jun 17, 2015, 1:47 pm
#47
Join Date: May 2012
Location: Los Angeles
Programs: CX GO (in hibernation mode), AA EXP, SPG GO, HH DM
Posts: 316
Jun 17, 2015, 11:25 pm
#49
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
It wouldn't surprise me, considering how much complaining cabin crew and ground staff are doing on CX secrets...
Jun 18, 2015, 12:18 am
#50
Join Date: May 2009
Posts: 6,978
My friend who works for CX is saying CX management has really changed. In the past it used to be honest, open, dialog between management and employees that they come together to find the best solutions. Now it's more dictatorship where managers simply dictates procedures and processes, even when the managers may have lack of experiences or such changes don't make sense. Also, the culture is now more of "kissing-up" and managers competing against one another on "cost cutting" or increase "efficiency" (code word for cost cutting). Not surprisingly, I guess Call Center is affected
Jun 18, 2015, 4:35 am
#51
Suspended
Join Date: Mar 2015
Posts: 17
I called a few weeks ago in the night time HKG time and as always got through to the DM line right away. CX are actually recruiting is recruiting more staff right now as my sister in law is actually doing the interviews. They had over 3000 applications according to her.
Jun 21, 2015, 6:57 pm
#52
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
Routed to a Philippine contact centre this morning....spent over 15 minutes trying to explain the situation...agent doesn't to understand what mileage runs are...cant seem to understand that I went to TPE and flew back on the same day.
Jun 21, 2015, 9:39 pm
#53
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
(I can speak Cantonese and use that option now.)
My friend who works for CX is saying CX management has really changed. In the past it used to be honest, open, dialog between management and employees that they come together to find the best solutions. Now it's more dictatorship where managers simply dictates procedures and processes, even when the managers may have lack of experiences or such changes don't make sense. Also, the culture is now more of "kissing-up" and managers competing against one another on "cost cutting" or increase "efficiency" (code word for cost cutting). Not surprisingly, I guess Call Center is affected
Jun 22, 2015, 11:50 pm
#54
Join Date: May 2012
Location: Los Angeles
Programs: CX GO (in hibernation mode), AA EXP, SPG GO, HH DM
Posts: 316
perhaps this may be a big reason why linda sim has left cx?
Jun 24, 2015, 9:58 am
#55
Join Date: Feb 2013
Programs: BA Silver, EY Silver, EK Gold, MPC - Green
Posts: 61
MPC hotline is notorious for its long waiting time. As a GO it does not affect me that much previously as they prioritize the call from higher tier members.
Now thing is getting worse, recently I found myself even unable to get connected to the number - not to mention talking to an agent. So no matter you are DM, GO and it doesn't matter anymore. You just can't get through.
Anyone has the same experience? Wanna do a mass group complain together? Like create a complain group and collect 100000 likes on Facebook ?
Now thing is getting worse, recently I found myself even unable to get connected to the number - not to mention talking to an agent. So no matter you are DM, GO and it doesn't matter anymore. You just can't get through.
Anyone has the same experience? Wanna do a mass group complain together? Like create a complain group and collect 100000 likes on Facebook ?
Can't get through on any of the numbers today. Tried UK, HK and US.
Not very good first impressions for a new MPC member.
Jun 26, 2015, 12:23 am
#57
Join Date: Jun 2010
Location: GVA
Programs: CX-DM, BA-GGL, Marriott-TI, HHonors-DM
Posts: 269
If you fly often, use their airport counter. There's never a line and the agents know what they're doing. Did a missing mileage claim there earlier this week and it took me 2 mins.
Jun 26, 2015, 5:47 am
#58
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,800
My friend who works for CX is saying CX management has really changed. In the past it used to be honest, open, dialog between management and employees that they come together to find the best solutions. Now it's more dictatorship where managers simply dictates procedures and processes, even when the managers may have lack of experiences or such changes don't make sense. Also, the culture is now more of "kissing-up" and managers competing against one another on "cost cutting" or increase "efficiency" (code word for cost cutting). Not surprisingly, I guess Call Center is affected
I added domestic LAN Argentina sectors to the CX-QR booking I previously worked on http://www.flyertalk.com/forum/catha...l#post23788425
I worked with a quite efficient Tsuen Wan agent, got the LA flights locked in, had the itin read back to me (my wife and I were doing four-eyed checks on the amendments in real time on MMB), had the miles quoted (190,000 no change), gave my credit card for the US$120 fees and new YQ, hung up and had the MMBs (with 00:00 deadlines) printed out and checked again (OK). Received the itins by email (OK again) and went to bed.
E-tickets were issued a day later. I somehow received a 30,000 mile refund, no idea why. On investigation I found my QR DOH-GRU segment dropped.
I called two Tsuen Wan agents asking for an explanation. In my previous experience they have either fixed it after prompting (for CX) or in one case without prompting (for JJ). I was hoping someone will quickly confirm the error and confirm a correction is necessary.
The agents stonewalled:
1. The booking agent made a notation saying I asked for it during the change call
2. QR took the availability back when the tickets were replaced
3. In any case nothing can be done cos there're no more seats now
4. I created an illegal booking, so the agent had to create an open jaw
Gobstopped. I rebutted each item as the agents made them
R1. I made no requests of the sort. I did not even use the term "cancel" throughout the call at all (I wasn't cancelling anything). The agent quoted me back 190,000 miles no change - she should've quoted 160,000 if she understood me to be dropping the QR DOH-GRU. And I shouldn't see QR DOH-GRU after the call if my intended action was to cancel that segment.
R2. Not my problem is it? CX ticketing shouldn't have let QR do that.
R3. i. Talk to QR and get the seats re-released ii. Buy it out of their revenue (still I9 right now) iii. See you in small claims for the cash DOH-GRU price.
R4. Explain to me how illegal.
I counted o=4, x=3 and //=1
Your booking agent corrected me to say o=3, x=4 and //=1
Is substitution for o to x allowed? Yes?
Eventually both agents suggested getting the booking agent to call me back.
I sent them a detailed email with the 00:00 MMB printout scanned and the emailed post-booking itin attached.
Total time of calls: 1 hr 30 mins (<10 mins holding time).
I feel like I'm walking out of the playroom...this redemption in total has more S&M than Fifty Shades of Grey.
Last edited by percysmith; Jul 13, 2015 at 11:24 am
Jul 11, 2015, 9:34 am
#59
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,800
Jul 11, 2015, 8:42 pm
#60
Join Date: Jun 2010
Location: GVA
Programs: CX-DM, BA-GGL, Marriott-TI, HHonors-DM
Posts: 269
A recent experience to share. Had a missing milage claim for a flight back in May.
- Week 1: Flied online and was "rejected".
- Week 2: Emailed CX and didn't receive a response (still waiting).
- Week 3: Called MPC but was not prepare to hold for an hr for this.
- Week 4: Stopped by the MPC counter at HKG during a trip and it was fixed in a week.
So it took me five weeks to fix one relatively minor issue...
- Week 1: Flied online and was "rejected".
- Week 2: Emailed CX and didn't receive a response (still waiting).
- Week 3: Called MPC but was not prepare to hold for an hr for this.
- Week 4: Stopped by the MPC counter at HKG during a trip and it was fixed in a week.
So it took me five weeks to fix one relatively minor issue...