Cathay e-service sucks
 

Trying to ask a question re change a Business class TPE-HKG-MEL-HKG-TPE flight booking (booked on Cathay website) - all I can say us Cathay e-service sucks


Calling:
Worldwide toll free: +800 2747 2200
Doesn't work from my Australian home or work phone,
or Skype !!!
In fact no free skype numbers are listed

So move to the Hong Kong number
Hong Kong: +852 2747 2200

Two nights in a row of half hour wait (at about 8-10pm HK time) (after a ridiculous script that take two minutes to get you to a simply query) so I sent an email to [email protected]

48 hrs later - no response


I have now listened to 30 min of I Just Want To Feel Real Love by Robbie Williams on a continuous loop --- if you are going to have crappy hold music at least vary it.

and still waiting....


[/rant over]

I think online bookings can be changed by calling normal CX reservations. Have you tried them?

Doesn't work - they ask you to call eService ctr

Totally agreed with OP. Many times when I call 2747-2200 on a weekday, the lines are so busy that I'm automatically cut off after a 2-minute wait. At least OP gets to wait, though that Robbie Williams tune gets really annoying after a few minutes. The only way to get around being cut-off after 2 minutes is to call the Marco Polo Club and ask them to put me through to the e-service centre.

I hope someone at CX would recognize how urgent it is to improve their on-line booking engine. How difficult is it to let passengers change/cancel bookings online? If SQ and BA can do it, there's no reason why CX can't.

Mr Slosar, imagine the $$$ you can save by automating CX's revenue and award booking system. To start, you can get rid of a few customer service reps; next, you can even bypass the travel agents and their commission...

CX outsources their IT to PCCW. Seriously CX, if they can't do the job it's time to hire someone else. It's simple e-commerce. Any mid-size IT company in the USA can competently handle an airline e-commerce needs, especially someone like CX. Not sure how much PCCW rips-off... er... I meant charges CX for their "services" but this is getting ridiculous....

I think there are SPECIAL arrangements that shareholders won't know. :D

They're in the process of doing that, I believe. Plus, I suppose that they're updating the entire booking engine as well. This notice recently added to the website:

Hope that includes the aircraft codes as well like differentiate the 773 from 77A and 77D and A330 to A33B to A33E etc. This is one of the things that frustrates those who book with CX. I am sure most of you here will agree. Cheers

There is nothing simple about airline systems. CX is currently trying to get off legacy proprietary systems which have been around for 30 years. Once they complete the migration to Amadeus (I think) they will be able to take advantage of all the functionality that other airlines offer.

The problem is nothing to do with outsourcing - outsourcers only do as good as the instructions given to them by the client. You can't fix a problem by shifting it to another company.

When the phone number keeps hanging up on people, number recognition doesn't work half the time, and all other related "technical issues", this has nothing to do with legacy proprietary systems being migrated to new functionality/software. This is pure incompetence, pure and simple.

Well you are now changing the topic from IT systems to their call center. But regardless, PCCW only operates to the parameters and budget given by its client. If CX gave them more money then there would be more people to pick up the phones. The blame doesn't necessarily lie with the outsourcing company.

25 minutes and still waiting ... aarghhh :(
and yes, the looping music is driving me mad !

very much so!

Welcome to FT and CX forum, joewandy! This is just normal CX service when it comes to calling their call center without MPC status. I guess we should be "grateful" that they let you wait. Last time i called, they didn't even let me wait and just tell me to call back later :rolleyes: They are definitely terrible in this area.

I have to side with JALPAK on this one. It is very frustrating. Hard to do any changes online, and often very long wait from call center. I usually pay biz or first, but am not MPC and the wait is typically much, much longer than for any other airline. I can understand that MPC gold or DM are better treated, but I pay good money and their call center understaffing is not consistent with a top-quality airline. Once reaching an agent, they are usually efficient (hence well trained).