my question: why isnt my ticket ticketed?
(on hold)
agent: firstly, there's an S7 sector in your ticket. and S7 is not a oneworld airline.............
me: go check oneworld.com. stop giving silly information as it is the 2nd time since dealing with this booking...

Ask them to see their own redemption chart instead, more helpful
https://www.asiamiles.com/am/zh/redeem/charts

MPO is really clueless nowadays compared to years ago. On many simple calls that used to take seconds now takes many minutes, and most times the first answer seems to be "no, can't do that", until I have to teach them their rules. I feel like talking to insurance agents trying to make a claim and their instinct is to say "no, doesn't cover it."

Very frustrating. But I guess call centers have high turnovers as well. It's too bad companies refuse to pay more for call center agents to retain them. Seems like I'm talking to a new hire every time I call now.

I agree. The quality is falling. I've had my share of bad agents.

Remember the agent who kept asking me if I was getting married?

And the Cuba incident where CX issued an award ticket which was against the rules, leaving me stranded in Mexico after AA cancelled my flight (I bought my own ticket in the end).

A few months ago I called about missing miles - even with the new system, only 2 flights are recognized by the system in one day. I flew 3 sectors in one day, and so the 3rd one was missing. I was told I can only earn sectors/miles on 2 CX flights per day, even if I flew 3!!

I told her that the system can only recognize 2 flights, and she would have to manually enter the 3rd flight. She tried to tell me the system won't let her do that and I cannot earn sectors/miles on my 3rd flight, even though it's in D class! I told her to go ask someone. She puts me on hold and then comes back telling me it's fine.

Oh, and there are agents who have never heard of Air Berlin.

The list goes on and on.

Last night I tried to change my ticket and I called reservations but was on hold for maybe an hour and half? Anyways I gave up and called the MPC which someone immediately picked up. I thought it would be smooth sailing from there, but nope.

All I wanted to do was change my flight to a week later, same flights same seats (checked seat availability already).

First the agent insisted on reading me to my entire reservation, each segment, flight number, scheduled departure and arrival times, and my current seats. I told him it wasn't necessary because I could see it online, but he made it his swore duty to read everything.

Then he said had to read the fare rules to me. I'm like, seriously?! (Still haven't changed the ticket yet). I figured finally he can change it now, but nope he doesn't understand the fare rules and has to ask someone (it can be changed, no fees, I told him but he has to check).

Finally he comes back and makes me verify the flight numbers I want to keep and what to change. Then he changes my flight, but to the wrong date. Holy moly. I was developing dark thoughts.

Then he goes throught the segment reading a second time before changing it to the right one. As a final request I ask to change the seats, but he has to check with someone if he can do it or not.

After half an hour on the phone, he gets things done.

When I call reservations they do this in like five minutes.

Which call centre is this? Tsuen Wan (Canto), Beijing (Mandarin) or English (Manila)?

When an agent starts reading fare rules to me I'll say the amendment is no longer necessary and HUACA.

English line.

Probably should have done that, but I think I was hoping for a quick resolution and didn't want to be on hold for another hour.

Yeah, the English line really stinks. I tried to call and ask for new MPO luggage tags because last trip literally destroyed all my tags, and the first thing the agent said was: "we don't give away tags sir"... ridiculous.... (of course after explanation she eventually realized MPO do give these out and agrees to send it out)

I was once told that I couldn't fly LCY-AMS on BA CityFlyer as they are not part of Oneworld. I didn't bother arguing.

Mileage earning on BA CityFlyer is also messed up. Usually doesn't post and they will tell you that it's not eligible, even though their own website says otherwise. Then you need to give them oneworld alliance awareness training over the phone as CX couldn't be bothered to do it themselves.

so i should feel glad since i'm dealing with S7 not BA which should be more common?

BA mainline is fine. BA CityFlyer (certain 4-digit BA codes) normally has this issue. Any 4 digit number is treated as codeshare and CX system screws up with this and manual mileage credit required.

It's annoying enough that I've stopped flying out of LCY to Europe and now just use LHR instead.

Just called again today to fix my seats because for some reason it wasn't changed to the correct ones last time. Luckily the seats I want are still available.

I figured I'd call the MPC line so I don't have to wait on hold for forever. So no holding~
First agent: "Can't change seats, you need to do that at check in." (I'm thinking: uh yes I can) So I thanked them and called again.
Second agent: "Let me check if I can do that for you." Puts me on hold and then line gets disconnected.
Third agent: Can't understand that I said "D" and keeps repeating "B," even when I say "D as in Dog," she replied, "B as in Bob?" Damn, I gave up at that point.

At this point, I give up and I call CX Reservations. Agent does it in 20 seconds. (Yes I timed it) Hold time was about 15 minutes.

MPC English is really really bad now. On the last few calls of any significant I either have to tell them they can do it (insist) or ask them to double-check with their supervisor.

As for seat assignment, I remember in my recent summer trip I had to do a last minute seat change, and was told "I am only doing this as a favor because you are a DM", WHAT?!?!?!?!? (No the seat wasn't occupied, it was an empty seat that opened up a couple of rows ahead.

Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 6_1 like Mac OS X) AppleWebKit/536.26 (KHTML, like Gecko) Version/6.0 Mobile/10B142 Safari/8536.25)

Finally, as i hv decided to call them bi-daily to get them to ticket for my flight, theres a good agent who was helping to debug my ticket leg-by-leg...!
Seems like problem solved! Or so i hope