Asia Miles phones always busy?
Nov 9, 2012, 4:16 am
#106
Join Date: Jun 2004
Location: Hong Kong
Programs: CX MPC
Posts: 592
One hour to make a redemption booking
And no--that wasn't the time taken to get through (they seem to answer the phone almost instantaneously), it was the time spent dealing with the agent. Admittedly it was a moderately complicated booking (two carriers, ultimately issued you as two separate tickets), but no way should it have taken that long. The (very friendly) agent actually admitted he had to go off and ask his colleagues for help several times.
When you factor in how much longer it takes them to deal with each inquiry, I wonder if Cathay is actually saving any money?
Nov 10, 2012, 9:42 pm
#107
Join Date: Oct 2004
Location: Salt Lake City, Los Angeles
Posts: 478
Some of the agents in Manila are good, some are terrible. If you have someone incapable just hang up and try again and hope you get a capable one. As you mentioned, there's no wait these days for English.
BTW, wages in Manila are really negligible, so 70 mins for a Manila employee still costs less than probably 15 for a HK employee.
BTW, wages in Manila are really negligible, so 70 mins for a Manila employee still costs less than probably 15 for a HK employee.
It took me one hour (actually about 70 minutes) on the phone with the Manila crew last night to make a redemption booking. Is that a record?
And no--that wasn't the time taken to get through (they seem to answer the phone almost instantaneously), it was the time spent dealing with the agent. Admittedly it was a moderately complicated booking (two carriers, ultimately issued you as two separate tickets), but no way should it have taken that long. The (very friendly) agent actually admitted he had to go off and ask his colleagues for help several times.
When you factor in how much longer it takes them to deal with each inquiry, I wonder if Cathay is actually saving any money?
And no--that wasn't the time taken to get through (they seem to answer the phone almost instantaneously), it was the time spent dealing with the agent. Admittedly it was a moderately complicated booking (two carriers, ultimately issued you as two separate tickets), but no way should it have taken that long. The (very friendly) agent actually admitted he had to go off and ask his colleagues for help several times.
When you factor in how much longer it takes them to deal with each inquiry, I wonder if Cathay is actually saving any money?
Nov 20, 2012, 8:23 am
#108
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
Jan 3, 2013, 7:45 pm
#109
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
Burnt about 240 miles yesterday. Rotating 3 locations between my birthday, +1's birthday and 1 Jul.
8:30AM to Beijing line: Fix a previous redemption - OK, straight connect through.
9:10AM: Add a waitlist to new redemption 1 - I got connected to one of those callback agents and didn't realise it. She listened to my request then said "I have to have another agent call you back". Dammit!
11AM: I gave up waiting and called Manila Centre to do the waitlist.
8PM: Make a new second redemption involving partner airline - OK, straight connect through.
10:45AM today: Beijing centre (+86-10-17908000) called back on new redemption 1. Thought I was trying to upgrade instead of waitlist.
Beijing centre staffing seems be less than before - can't call through to real agent during office hours.
8:30AM to Beijing line: Fix a previous redemption - OK, straight connect through.
9:10AM: Add a waitlist to new redemption 1 - I got connected to one of those callback agents and didn't realise it. She listened to my request then said "I have to have another agent call you back". Dammit!
11AM: I gave up waiting and called Manila Centre to do the waitlist.
8PM: Make a new second redemption involving partner airline - OK, straight connect through.
10:45AM today: Beijing centre (+86-10-17908000) called back on new redemption 1. Thought I was trying to upgrade instead of waitlist.
Beijing centre staffing seems be less than before - can't call through to real agent during office hours.
Jan 8, 2013, 3:47 am
#110
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
Called Beijing centre with this (to me) convulated redemption request:
LAX-LIM//EZE-oSCL-oLIM-LAX (all on LA)
12PM: Got through to Beijing Centre pretty easily, but the operator asserted I can't do it - she considers it three stopover
1PM: Got through to Tsuen Wan Centre human voicemail. Gave them the proposed itinerary (I've looked up all the flights on ba.com) and asked them to call me back.
6:20PM: Tsuen Wan hasn't called me back but I got through to Tsuen Wan Centre agent. Managed to confirm legality of routing and also confirmed me on all segments. 60,000AM and $1,312 tax.
80 minutes wait but well worth it.
LAX-LIM//EZE-oSCL-oLIM-LAX (all on LA)
12PM: Got through to Beijing Centre pretty easily, but the operator asserted I can't do it - she considers it three stopover
1PM: Got through to Tsuen Wan Centre human voicemail. Gave them the proposed itinerary (I've looked up all the flights on ba.com) and asked them to call me back.
6:20PM: Tsuen Wan hasn't called me back but I got through to Tsuen Wan Centre agent. Managed to confirm legality of routing and also confirmed me on all segments. 60,000AM and $1,312 tax.
80 minutes wait but well worth it.
Last edited by percysmith; Jan 8, 2013 at 3:53 am
Jan 8, 2013, 1:10 pm
#111
Join Date: Oct 2012
Location: YVR
Programs: Marco Polo
Posts: 53
the rest... ugh.
Jan 8, 2013, 5:45 pm
#112
Join Date: May 2007
Location: Los Angeles
Programs: Thai
Posts: 397
This is really discouraging to read. Other airlines like EVA have recently updated their websites to allow award redemption. And before that, I used to just call the local (Los Angeles) EVA reservation number to get a mileage upgrade. Never a Problem. Sounds like CX could learn a thing or two from it's Taiwan neighbors.
Jan 8, 2013, 5:48 pm
#113
FlyerTalk Evangelist
Join Date: Oct 2011
Location: Anywhere I need to be.
Programs: OW Emerald, *A Gold, NEXUS, GE, ABTC/APEC, South Korea SES, eIACS, PP, Hyatt Diamond
Posts: 16,046
The agents do seem to be more competent than AV agents to be fair.
(That being said I would rather wait longer to speak to the Cantonese line and have the proper service which is to be expected on a carrier like CX)
(That being said I would rather wait longer to speak to the Cantonese line and have the proper service which is to be expected on a carrier like CX)
Jan 8, 2013, 6:58 pm
#114
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
This is really discouraging to read. Other airlines like EVA have recently updated their websites to allow award redemption. And before that, I used to just call the local (Los Angeles) EVA reservation number to get a mileage upgrade. Never a Problem. Sounds like CX could learn a thing or two from it's Taiwan neighbors.
- redeem upgrades
- redeem partner airline awards
- alter awards
To be fair, the other major program I use (VFC) doesn't seem to allow these three items to be performed online either.
Jan 9, 2013, 8:41 am
#115
FlyerTalk Evangelist
Join Date: Oct 2011
Location: Anywhere I need to be.
Programs: OW Emerald, *A Gold, NEXUS, GE, ABTC/APEC, South Korea SES, eIACS, PP, Hyatt Diamond
Posts: 16,046
This is really discouraging to read. Other airlines like EVA have recently updated their websites to allow award redemption. And before that, I used to just call the local (Los Angeles) EVA reservation number to get a mileage upgrade. Never a Problem. Sounds like CX could learn a thing or two from it's Taiwan neighbors.
Jan 14, 2013, 12:39 am
#116
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
called this morning through AM because a friend of mine has some expiring miles which he gave me for Christmas. Got through the line immediately and the agent (from Manila) handled it quite efficiently.
Jan 1, 2014, 9:16 pm
#117
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
Happy new year
Small quirk to note:
I called at about 11:40 to 2747 5500 English (Manila) (my status GR). Hit the voicemail.
Same for Cantonese of course.
I then called 2747 3838 English, also Manila, and got straight through.
No dice for 2747 3838 Cantonese.
Small quirk to note:
I called at about 11:40 to 2747 5500 English (Manila) (my status GR). Hit the voicemail.
Same for Cantonese of course.
I then called 2747 3838 English, also Manila, and got straight through.
No dice for 2747 3838 Cantonese.
Mar 26, 2014, 3:52 am
#118
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
Apple Daily piece on Asia Miles 26 Mar
http://hk.apple.nextmedia.com/financ...40326/18669250
[Staff Reporters] Cathay Pacific (293)'s "Asia Miles," Chief Executive Officer Stephen Wong said that at present the number of members has nearly 6 million people, about 1.3 people from Hong Kong, and then estimate the overall number of recorded double-digit growth. This year, the company increased focus on dining, shopping and other partners, and adding new airline partners to increase the range of tickets that can be redeemed.
In response to criticisms of its ticket redemption hotline, Wong said there are currently three outsourced call centres in Hong Kong, Philippines and Beijing manned by 600 operators but still insufficient to meet demand. Asia Miles has been development its online self-redemption facility, adding the ability to redeem BA and QF in addition to parent company CX and KA, and will continue to increase in the future.
Last year, the overall number of redemption tickets rose by 12 percent, but still the most popular tickets remain as Singapore, Taiwan and Bangkok. Wong says Asia Miles will increase dining and spending promtions, including a new partnership with Xiao Nan Guo (3666), where spending a minimum of $500 will earn at least 600 miles.
[Staff Reporters] Cathay Pacific (293)'s "Asia Miles," Chief Executive Officer Stephen Wong said that at present the number of members has nearly 6 million people, about 1.3 people from Hong Kong, and then estimate the overall number of recorded double-digit growth. This year, the company increased focus on dining, shopping and other partners, and adding new airline partners to increase the range of tickets that can be redeemed.
In response to criticisms of its ticket redemption hotline, Wong said there are currently three outsourced call centres in Hong Kong, Philippines and Beijing manned by 600 operators but still insufficient to meet demand. Asia Miles has been development its online self-redemption facility, adding the ability to redeem BA and QF in addition to parent company CX and KA, and will continue to increase in the future.
Last year, the overall number of redemption tickets rose by 12 percent, but still the most popular tickets remain as Singapore, Taiwan and Bangkok. Wong says Asia Miles will increase dining and spending promtions, including a new partnership with Xiao Nan Guo (3666), where spending a minimum of $500 will earn at least 600 miles.
Mar 26, 2014, 5:43 am
#120
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
http://hk.apple.nextmedia.com/financ...40326/18669250
[Staff Reporters] Cathay Pacific (293)'s "Asia Miles," Chief Executive Officer Stephen Wong said that at present the number of members has nearly 6 million people, about 1.3 people from Hong Kong, and then estimate the overall number of recorded double-digit growth. This year, the company increased focus on dining, shopping and other partners, and adding new airline partners to increase the range of tickets that can be redeemed.
In response to criticisms of its ticket redemption hotline, Wong said there are currently three outsourced call centres in Hong Kong, Philippines and Beijing manned by 600 operators but still insufficient to meet demand. Asia Miles has been development its online self-redemption facility, adding the ability to redeem BA and QF in addition to parent company CX and KA, and will continue to increase in the future.
Last year, the overall number of redemption tickets rose by 12 percent, but still the most popular tickets remain as Singapore, Taiwan and Bangkok. Wong says Asia Miles will increase dining and spending promtions, including a new partnership with Xiao Nan Guo (3666), where spending a minimum of $500 will earn at least 600 miles.
[Staff Reporters] Cathay Pacific (293)'s "Asia Miles," Chief Executive Officer Stephen Wong said that at present the number of members has nearly 6 million people, about 1.3 people from Hong Kong, and then estimate the overall number of recorded double-digit growth. This year, the company increased focus on dining, shopping and other partners, and adding new airline partners to increase the range of tickets that can be redeemed.
In response to criticisms of its ticket redemption hotline, Wong said there are currently three outsourced call centres in Hong Kong, Philippines and Beijing manned by 600 operators but still insufficient to meet demand. Asia Miles has been development its online self-redemption facility, adding the ability to redeem BA and QF in addition to parent company CX and KA, and will continue to increase in the future.
Last year, the overall number of redemption tickets rose by 12 percent, but still the most popular tickets remain as Singapore, Taiwan and Bangkok. Wong says Asia Miles will increase dining and spending promtions, including a new partnership with Xiao Nan Guo (3666), where spending a minimum of $500 will earn at least 600 miles.