Delay in response?
 

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:

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?:rolleyes:

Personally, I feel far more "important" with AA (response in 2-3 days for minor), UA (2-5 days) and a few others.

CX MPC service is appalling lately. Twice people have said they'd call me back "tomorrow" and twice the call didn't materialise. When challenged about it, they said that there were too many incoming calls so they didn't have time to make outgoing calls.

Lately I also find that calling MPC hotline is like playing a lottery. Gotta keep trying till the phone rings.

I wrote to MPC via the form in its website twice this month. First time was a compliment to specific ground staffs at HKIA who provided excellent services to help arranging for last minute change of flights after check-in. It has been 2 weeks and I have not received any reply apart from the automated message (in the automated message received, it actually stated to expect a reply within 20 working days). To be honest I do not expect any. The second time I wrote to enquire about my account, and received a email reply within 72 hours. However that time I did not received any automated reply upon submission of the online form.

Does MPC handle email/online form enqueries according to membership tier as well?

Well, as an ex-SL, I can say MPC only answers 50% of what I wrote to them via email. They never return my compliments (which is fine), but my concerns are hit and miss.

Also, a funny case, I suggested to them that they add a port at EWR, and I got a response 1 month after that saying thanks for insight and they will pass this to relevant departments. And then 1 year later (no joke), I got another response that is written like this is the first time they saw my input, and the content is the same, thanks for insight and they will pass it on to relevant department.

So definitely there's some disorder there.

For comparison, Qantas tells customers to expect a response within 28 days I think. For SQ it's about three days.

I had an issue with booking a flight from AMS-PVG online. There was a special fare for biz and everytime I couldn't get the fare mentioned. I called the e-service center and they tried to make the booking and said it was possible. I tried again and still no luck. The E-service center could book for me but with a different fare ...what?!?!?!?! Anyway, it was in a rush so I let them to book it.

Wrote an email to the e-service center and MPC and waited .......waited .....no reply after a month. Send reminders to both email addresses and still no reply. Only after 6 weeks got a reply back that they were sorry and gave me 3000 miles. I requested them to refund me the difference in the fees (wasn't much but it wasn't my fault that I couldn't book it online), nothing mentioned about it in their reply.

They'll likely use the "the fare is not honoured until it is confirmed nor can we give a refund of the difference" reply, which is used throughout the industry even if there was a bug on the website. I've had my experience with an online travel agent.

Got another response (phone) about some minor feedback submitted online, thanked me for my support of CX etc. Nice touch.^

It seems to only affect the email server maybe?