Thread for benchmarking response time of AY+ service centre
Oct 10, 2012, 9:27 am
#16
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,294
Called twice today. First time phone was picked up immediately, but the CSR was not immediately aware of the 50,000 point family upgrade policy for plats. This little misunderstanding was cleared up very fast. Two upgrades cleared immediately for HEL-NRT in December, two upgrades were put on the waiting list for NRT-HEL in January.
Called just now again, waited for 30 seconds, very efficient and friendly CSR processed some further family upgrades (well, only one RT), both legs were put on the waiting list, but she said that they might release one more award seat by the beginning of next week, especially since "you already have paid business ticket". Let's see.
Called just now again, waited for 30 seconds, very efficient and friendly CSR processed some further family upgrades (well, only one RT), both legs were put on the waiting list, but she said that they might release one more award seat by the beginning of next week, especially since "you already have paid business ticket". Let's see.
Oct 23, 2012, 3:24 am
#17
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Swedish callcenter, 1 minute wait
Called swedish number tuesday at 11:00. 1 minute wait. Question swiftly answered.
(Asked about future bookings that now have turned flybe. Was informed that the Manchester ("deli") concept is not supposed to happen on these routes (HEL-sweden). Now I don't consider this to be the authoritative answer, but the info they had was that the deli concept try-out soon will end and that there was no immediate plan to implement the concept on the new flybe routes. I felt relief. Then again, Call centers may be the last to know)
(Asked about future bookings that now have turned flybe. Was informed that the Manchester ("deli") concept is not supposed to happen on these routes (HEL-sweden). Now I don't consider this to be the authoritative answer, but the info they had was that the deli concept try-out soon will end and that there was no immediate plan to implement the concept on the new flybe routes. I felt relief. Then again, Call centers may be the last to know)
Nov 14, 2012, 6:05 am
#19
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Finland call center, swedish speaking line - 2 minutes wait
Called platinum line today wednesday 08.30, waited less than 2 minutes.
(asked about how may points a flight booked before 28 nov but flown after 28 will earn. They could not answer but promised a email reply, which arrived 5 hours later)
(asked about how may points a flight booked before 28 nov but flown after 28 will earn. They could not answer but promised a email reply, which arrived 5 hours later)
Nov 14, 2012, 6:13 am
#20
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,294
Nov 14, 2012, 7:41 am
#21
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
It will earn according to the new table. They keep a separate table for fare classes or as they call them tickets without ticket type.
Nov 15, 2012, 1:08 am
#22
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Swedish speaking (non-platinum line) 1,5 minutes wait
thursday morning 1,5 minutes wait
Nov 16, 2012, 12:03 am
#23
Join Date: Jul 2010
Location: HEL
Programs: AY Platinum (OWE), SK G(*G), BW Diamond
Posts: 810
Not really related to AY+-response time but I did send a hate mail via the feedback system last night around 8pm and got a reply right about now.
Hence pretty fast response time from AY's part to me.
Hence pretty fast response time from AY's part to me.
Apr 11, 2013, 1:29 am
#24
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Swedish speaking (non-platinum line) 4 minutes wait
Thursday morning 9:15, 4 minutes wait
Case of missing points due to flybe-flight, took 3 minutes to find the data. It seemed the system was very slow, the operator had to wait a long while before being able to see my account.
Case of missing points due to flybe-flight, took 3 minutes to find the data. It seemed the system was very slow, the operator had to wait a long while before being able to see my account.
Apr 11, 2013, 3:10 am
#25
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,294
Called the centre earlier this morning, was answered immediately, the requested upgrades were done immediately. ^
Apr 19, 2013, 1:45 am
#26
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,294
Called the AY+ Gold line just now, was answered immediately and was upgraded HEL-PEK immediately (with a voucher). Was also reminded that calling the Platinum line allows me to jump the queue if there are people waiting. (I just clicked on the number that came up first on my mobile, which was the Gold line.) Nice to know this actually happens. (I don't know what happens if non-Plats call the Plat line 
)
)
May 30, 2013, 4:48 am
#27
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Swedish speaking platinum line less than 2 minutes wait
Thursday morning 9:20
3 upgrades for points processed quickly, all cleared in 4 minutes.
3 upgrades for points processed quickly, all cleared in 4 minutes.
Jun 26, 2013, 3:35 pm
#28
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Swedish speaking platinum line, 15 minutes wait
Called tuesday afternoon and had to wait 15 minutes. Never had such a wait before, something must have happened. While I waited I was thinking; maybe I dialled the wrong number, but the operator answered "Finnair, platinum line" (which I never heard they do before).
I didn't make any comments about the wait (since I know everyone does just that, which only makes the cue even longer) but operator actually said sorry you had to wait such a long time.
He also made some comments about my account that make me think they either upgraded the customer system so they more easily see important things or they just make a bigger effort to be personal. Anyway, a good call despite the wait.
I didn't make any comments about the wait (since I know everyone does just that, which only makes the cue even longer) but operator actually said sorry you had to wait such a long time.
He also made some comments about my account that make me think they either upgraded the customer system so they more easily see important things or they just make a bigger effort to be personal. Anyway, a good call despite the wait.
Jun 27, 2013, 9:31 am
#29
Ambassador: Finnair
Join Date: May 2003
Location: HEL
Programs: AY Lumo, BA Silver, HHonors Gold
Posts: 4,267
I do know why so many of you want to call AY that much, maybe you have some complex things (I usually call only when booking complex OW/RTW awards or the like)
Upgrades are processed very quickly via email, just upgraded family to Asia and response in 10mins after sending the email, I do not need faster service than that!
Seat selection is still not working online many times so that could be another reason to call but for upgrades, why bother?
Upgrades are processed very quickly via email, just upgraded family to Asia and response in 10mins after sending the email, I do not need faster service than that!
Seat selection is still not working online many times so that could be another reason to call but for upgrades, why bother?
Jun 27, 2013, 10:42 am
#30
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,172
Don't we all have a bit of a complex? Otherwise we wouldn't collect status points or hang on FT.. 
I only call about upgrades (except this last time, which was about my renewal short of points). And I call 95% of the times, because I really want to know it cleared.
I only call about upgrades (except this last time, which was about my renewal short of points). And I call 95% of the times, because I really want to know it cleared.