Originally Posted by alamah

I tried to change the route of a redemption booking. It was not easy...

I could not do it online and had to call the hotline. It took some time to get to an agent. The agent could reserve a seat in the new route but could not issue the new ticket. She asked me to wait for 24 hours for an email from a "relevant department" to pay the rebooking fee and the new taxes. Only after that they can issue the ticket.

24 hours has passed but the email never came. I called again and the new agent said she could only escalate this to the "relevant department" by email. She was not authorized to issue the ticket, or link me up with the mysterious "relevant department". I don't understand why it was so difficult to rebook a ticket...

I don't remember it was this difficult before. Is this the normal after the pandemic? It felt like talking to Cebu Pacific, not Cathay Pacific.

Originally Posted by percysmith

Standard. Reroutes go to some black hole of Lantau post-pandemic. Usually come back <24h, but depending on how many route cancellations occur simultaneously. Members have been known to time out TTL limits on partners in the queue if they don’t proactively yell and scream enough (agent puts chaser on Ticketing, enough chasers help prevent TTL timeout).