System upgrade progress.
Feb 16, 2012 | 7:52 pm
#121
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,873
She took my booking and told me will take sometimes for the eTicket to be sent out via email. They are busy because they have problem with eTicketing. Many ticket that should not been reissued has been reissued.
So I guess that's probably why they have that message?
Feb 16, 2012 | 7:53 pm
#122
Ambassador: Japan Airlines
Join Date: Mar 2008
Location: LAX
Programs: JAL Mileage Bank, JMB Diamond, oneworld Emerald, Bonvoy Platinum
Posts: 17,148
i just called the Singapore office to issue my ticket. I was told CX (HKG) has problem with Credit Card processing. That's why they cannot take website booking.
She took my booking and told me will take sometimes for the eTicket to be sent out via email. They are busy because they have problem with eTicketing. Many ticket that should not been reissued has been reissued.
So I guess that's probably why they have that message?
She took my booking and told me will take sometimes for the eTicket to be sent out via email. They are busy because they have problem with eTicketing. Many ticket that should not been reissued has been reissued.
So I guess that's probably why they have that message?
Feb 17, 2012 | 3:33 pm
#123
Join Date: Jul 2010
Programs: UA, AA, SPG, HH
Posts: 682
I find it laughable reading CX World's account that the PSS switchover was a smashing success. Nothing could be further from the truth. With Asia Miles on constant busy signal, reps scrambling to assist passengers with new ticketing errors (some tickets haven't been migrated to the new system) and folks worldwide with partner award bookings that cannot be changed, this cannot remotely be called a success - or 'passed' - until everything is done and ops are back to normal.
A good dose of patience is what most customers/passengers are taking right now, but for CX to start patting themselves on the back is insulting and ridiculous.
Get back to work, CX, and there's no celebrating until this system is fully operational! You haven't 'PASSED' yet!
A good dose of patience is what most customers/passengers are taking right now, but for CX to start patting themselves on the back is insulting and ridiculous.
Get back to work, CX, and there's no celebrating until this system is fully operational! You haven't 'PASSED' yet!
I was unaware of this system migration until 15 minutes ago when I attempted to book a 16 segment Oneworld award with a bunch of segments on CX. AA said they are unable to book anything at all on CX. I asked for a hold on my IAD-LAX-HNL-HND-GMP segments until CX gets their act together but plat agent tried to tell me 24hr hold is max. She clearly didn't give a sh*t and had no interest in working with me so I got a supervisor on the phone who was very helpful. She ticketed me for the existing segments (booked as separate one way awards or something like that) and put a waiver in the notes for miles redeposit fee. Once CX is back up I can apparently shift my existing segments/seats to a OW award and add on the CX segments that I need.
She was confident this would work and seemed pretty competent but I'm pretty worried...especially since my trip commences on the 25th. Let's hope CX gets their act together over the weekend.
Feb 18, 2012 | 1:56 am
#124
Ambassador: Japan Airlines
Join Date: Mar 2008
Location: LAX
Programs: JAL Mileage Bank, JMB Diamond, oneworld Emerald, Bonvoy Platinum
Posts: 17,148
They called it a success but told us not to call by putting this on their front page 
Passengers advised to manage their bookings online rather than through call centres
Cathay Pacific and Dragonair have recently upgraded to a new passenger reservations system. While most of our systems are now online and functioning as planned, there have been some teething issues – as expected with a system change of this magnitude. As a result there has been an increase in the volume of calls and call handling times at our worldwide call centres as well as The Marco Polo Club/Asia Miles Service Centre.
We therefore encourage passengers holding Cathay Pacific/Dragonair reservations to make necessary changes through Manage My Booking on this website using their e-Ticket number. Passengers who are not flying now are recommended to call the call centres at a later date when call volumes will have subsided.
We are working hard to assist our customers as quickly as we can. Thank you for your patience.
Cathay Pacific and Dragonair have recently upgraded to a new passenger reservations system. While most of our systems are now online and functioning as planned, there have been some teething issues – as expected with a system change of this magnitude. As a result there has been an increase in the volume of calls and call handling times at our worldwide call centres as well as The Marco Polo Club/Asia Miles Service Centre.
We therefore encourage passengers holding Cathay Pacific/Dragonair reservations to make necessary changes through Manage My Booking on this website using their e-Ticket number. Passengers who are not flying now are recommended to call the call centres at a later date when call volumes will have subsided.
We are working hard to assist our customers as quickly as we can. Thank you for your patience.
Feb 18, 2012 | 7:11 am
#125
Join Date: May 2009
Posts: 6,978
Another CX PR disaster.... even if they want to feel proud of themselves, at least do it when everything is settled and then call it a success. Don't call it a success when you keep hearing horror stories left and right from CX pax.
Feb 18, 2012 | 7:38 am
#126
Join Date: Apr 2001
Location: HKG/HND/OOL
Programs: QF Emerald. SQ Gold.
Posts: 3,584
no need to worry. Justice will be done. As long as Apple Daily is around... it wouldn't be too long before front-page on Apple Daily with faces of old lady denied boarding due to system loosing her booking etc etc.
God i love the HK media (note how I didn't say Journalism....)
God i love the HK media (note how I didn't say Journalism....)
Feb 18, 2012 | 10:26 am
#127
Join Date: Feb 2012
Posts: 110
I find it laughable reading CX World's account that the PSS switchover was a smashing success. Nothing could be further from the truth. With Asia Miles on constant busy signal, reps scrambling to assist passengers with new ticketing errors (some tickets haven't been migrated to the new system) and folks worldwide with partner award bookings that cannot be changed, this cannot remotely be called a success - or 'passed' - until everything is done and ops are back to normal.
A good dose of patience is what most customers/passengers are taking right now, but for CX to start patting themselves on the back is insulting and ridiculous.
Get back to work, CX, and there's no celebrating until this system is fully operational! You haven't 'PASSED' yet!
A good dose of patience is what most customers/passengers are taking right now, but for CX to start patting themselves on the back is insulting and ridiculous.
Get back to work, CX, and there's no celebrating until this system is fully operational! You haven't 'PASSED' yet!
Feb 18, 2012 | 10:33 am
#128
Join Date: Feb 2012
Posts: 110
When a company wants to save some cash and outsource the services, results are accompanied by confusion and chaos, not to mention frustrations to the customers.
Feb 21, 2012 | 4:00 pm
#129
Join Date: May 2009
Posts: 6,978
I am still dumbfounded on how a multi-billion dollar company like CX doesn't have their own IT staff top-to-bottom. I'm not talking about "helpdesk" type, but an entire department that oversees all IT related issues. Especially airline industry where IT is heavily relied upon.
Feb 21, 2012 | 5:20 pm
#130
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QRPC PLT/OW EMD; Bonvoy LT Titanium
Posts: 14,571
I am still dumbfounded on how a multi-billion dollar company like CX doesn't have their own IT staff top-to-bottom. I'm not talking about "helpdesk" type, but an entire department that oversees all IT related issues. Especially airline industry where IT is heavily relied upon.
Feb 21, 2012 | 6:22 pm
#131
Suspended
Join Date: Oct 2011
Posts: 70
I am still dumbfounded on how a multi-billion dollar company like CX doesn't have their own IT staff top-to-bottom. I'm not talking about "helpdesk" type, but an entire department that oversees all IT related issues. Especially airline industry where IT is heavily relied upon.
Feb 21, 2012 | 8:22 pm
#133
Join Date: Dec 2001
Location: China
Posts: 1,646
It is a fair point though - there are very few airlines that don't outsource large portions of their IT value chain. For example, bulk of bookings for "legacy' airlines come via GDS. Low cost airlines don't do that, but almost all of them outsource their booking system to Accenture (Navitaire)
Feb 21, 2012 | 8:29 pm
#134
Join Date: Aug 2001
Location: Beaverton OR
Programs: GE, AA PLT/2.6MM, BR Gld, Royal Carib. DM+, Celebrity Elite, NCL PLT, Princess Elite
Posts: 1,643
This has nothing to do with outsourcing or not. This entire debacle is due to the fact that each upgrade comes off of an old legacy system that dates back to the 1960s. As I mentioned numerous times in the past, airlines that switch/modernize their reservation system without exception all have major problems. I expect you'll be seeing glitches for at least the next six months if not longer. And then just wait until part 2! 
Feb 22, 2012 | 8:52 pm
#135
Join Date: May 2009
Posts: 6,978
This has nothing to do with outsourcing or not. This entire debacle is due to the fact that each upgrade comes off of an old legacy system that dates back to the 1960s. As I mentioned numerous times in the past, airlines that switch/modernize their reservation system without exception all have major problems. I expect you'll be seeing glitches for at least the next six months if not longer. And then just wait until part 2!