So I noticed that the wait times have reduced dramatically lately, as well as english accent of MPC... instead of cantonese accent, its now filipino accent. But thats where the problems began... I notice that the training as well as common sense has fallen off the cliff.

I have a BKK-HKG-TPE redemption flight on wait list and wanted to change to one thats immediately available for booking.

First agent... immediately after stating I want to make a change, he puts me on hold without asking for any information. After not coming back for 10 minutes, I decided to hang up and redial.

Second agent... pulled up and verified all information quickly and without putting me on hold. So... after she put me on a confirmed BKK-HKG segment, she offered connecting flight that departs before the first flight lands. When I said she can't do that, I was then offered a flight that took off 15 minutes after the first flight landed. After that, I completely gave up and switched to using flight numbers.

The agent was immediately able to confirm that the flights were available, and put me on hold for 20-25 minutes before coming back and verify that the changes were made.

Total phone call duration: 27 minutes for second call + 10 minutes for first call.