Cathay e-service sucks
Mar 11, 2011 | 1:42 am
#1
Original Poster
Join Date: Jan 2005
Location: Sydney, Australia
Programs: QF Gold LTG (ow Saph), HHon Silver, Marriot Gold
Posts: 3,012
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]
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]
Mar 11, 2011 | 5:14 am
#4
Join Date: Feb 2008
Posts: 110
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.
[/rant over]
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.
[/rant over]
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 $$$ you can save by automating CX's revenue and award booking system. To start, you can get rid of a few customer service reps; next, you can even bypass the travel agents and their commission...
Mar 11, 2011 | 8:37 am
#5
Join Date: May 2009
Posts: 6,978
Totally agreed with OP.
I hope someone at CX would recognize how urgent it is to improve their on-line booking engine. How difficult is it to let passengers change/cancel bookings online? If SQ and BA can do it, there's no reason why CX can't.
Mr Slosar, imagine the $$$ 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...
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...
Mar 12, 2011 | 11:45 am
#6
Join Date: Aug 2010
Programs: AA,CX, BA, Priority Club, SPG, Hilton
Posts: 1,421
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....
Mar 12, 2011 | 9:41 pm
#7
Join Date: Sep 2009
Location: HKG, BOS
Programs: CX SL, AB Gold, AF/KL FB Silver, HU/HX Silver, SPG Gold
Posts: 2,596
Operating Carrier
It is important to us that consumers are aware of the operating airline on codeshare flights. We are in the process of updating our website to more clearly display this information. If you have any questions regarding the operating carrier on codeshare flights please contact us and we will be happy to furnish any information you require.
It is important to us that consumers are aware of the operating airline on codeshare flights. We are in the process of updating our website to more clearly display this information. If you have any questions regarding the operating carrier on codeshare flights please contact us and we will be happy to furnish any information you require.
Mar 12, 2011 | 10:02 pm
#8
Join Date: Jan 2011
Location: Some hole
Posts: 2,783
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
Mar 13, 2011 | 9:28 pm
#9
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,797
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....
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.
Mar 14, 2011 | 4:22 am
#10
Join Date: May 2009
Posts: 6,978
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.
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.
Mar 14, 2011 | 9:28 am
#11
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,797
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.
Jun 27, 2011 | 3:33 am
#13
Join Date: Jan 2005
Location: ...
Programs: CX DM / SQ PPS / VN Platinum
Posts: 1,123
Jun 27, 2011 | 4:38 am
#14
Ambassador: Japan Airlines
Join Date: Mar 2008
Location: LAX
Programs: JAL Mileage Bank, JMB Diamond, oneworld Emerald, Bonvoy Platinum
Posts: 17,153
They are definitely terrible in this area.
Jun 27, 2011 | 7:57 am
#15
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Hong Kong, France
Programs: FB , BA Gold/OW emerald, QR
Posts: 17,080
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 They are definitely terrible in this area.
They are definitely terrible in this area.