Has anyone noticed a very delayed response, around 1 month, in responding to feedback submitted using the online form on CX.com or MPO for minor issues (suggestions etc.)? A friend of mine in late-January sent something about changing the timing of one flight (CX451) for better connections but just got a reply this week and the message from the CSR starts off with:
May I begin by offering our profuse apologies for not responding to you sooner as due to a system problem, all our correspondence during this time has been delayed.
I have also received the roughly same phrase, if I recall, using the form on the website about a different issue. This is far from the "14 days" pledge on the CX website after successful submission.
Marco Polo Club responses also take quite a long time (in contrast, AM is actually faster sometimes - though handled by MPO staff if you are a club member). Do you think this is due to the cutting of CSRs or CX's IT again?
Personally, I feel far more "important" with AA (response in 2-3 days for minor), UA (2-5 days) and a few others.