Rant about MPC call centre
Jan 13, 2016 | 2:15 am
#1
Original Poster
Join Date: Aug 2005
Posts: 258
Rant about MPC call centre
I just moved to HK and started accumulating to MPC, and plan to give up my QF status. I got to silver pretty quickly, and have completed 38 sectors in the past 4 months. Mix of both Y and J.
I've got a personal trip HKG TPE HKG this weekend, which would be sectors 39 and 40. I really want to get on the 1630 flight from TPE to HKG, so tried calling the MPC to see if they could help either clear my waitlist, or upgrade me to Gold so I can get the guaranteed Y seat.
The first operator wasn't much help, so she transferred me to a supervisor. Just like the first agent, the supervisor just repeated "please fly 40 sectors" again and again. She also insisted she is the most important person in the call centre, and there is nobody she can escalate the call to.
After 30 minutes of back and forth, I was then told to wait for a call back for a manager. Of course the call never came. I then called them, and a manager repeated the same answer over and over again. When I asked for my call to be escalated, she just refused. For about 45 minutes, the conversation just went like this:
Me: Could you escalate the call please?
Her: No sir. I am the highest person you can talk to.
Repeat x 1000
When I asked to speak to somebody in HK, she said it is impossible.
Is there really nobody else I can talk to? Why is she stonewalling it? Am I being truly unreasonable here? I would be gold after this Sunday's flights anyway. Why are they so inflexible?
I've got a personal trip HKG TPE HKG this weekend, which would be sectors 39 and 40. I really want to get on the 1630 flight from TPE to HKG, so tried calling the MPC to see if they could help either clear my waitlist, or upgrade me to Gold so I can get the guaranteed Y seat.
The first operator wasn't much help, so she transferred me to a supervisor. Just like the first agent, the supervisor just repeated "please fly 40 sectors" again and again. She also insisted she is the most important person in the call centre, and there is nobody she can escalate the call to.
After 30 minutes of back and forth, I was then told to wait for a call back for a manager. Of course the call never came. I then called them, and a manager repeated the same answer over and over again. When I asked for my call to be escalated, she just refused. For about 45 minutes, the conversation just went like this:
Me: Could you escalate the call please?
Her: No sir. I am the highest person you can talk to.
Repeat x 1000
When I asked to speak to somebody in HK, she said it is impossible.
Is there really nobody else I can talk to? Why is she stonewalling it? Am I being truly unreasonable here? I would be gold after this Sunday's flights anyway. Why are they so inflexible?
Jan 13, 2016 | 2:18 am
#2
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 22,133
I made the same mistake too
And then made a written complaint against the agent for causing me to waste nine hours having agents look for the flights he had.
Certainly there're supervisors. Agents (both Tsuen Wan and Manila) just don't like escalating (no news is good news mentality, plus I don't think they view GCC as a long run career path).
If they're clearly in the wrong again I'm sticking my forks in (don't wanna work here? Let me help...)
P.S. But in your case, you're asking for a supervisor to exercise discretion, so you're on shakier grounds to complain against not being escalated. My agent was clearly telling fibs with the partner rule interpretation and then with the no escalation assertion.
“No sir, you are not allowed two OW partners plus CX/KA. This itinerary cannot be redeemed.”
“But you allow me three OW partners plus CX?”
“Yes sir. JJ must stay in”
I searched and re-read the rules:
“This awards chart is applicable when you redeem a round-trip award ticket with an itinerary which covers:
• Two oneworld alliance airlines, where Cathay Pacific or Dragonair is not included; or
• Three or more oneworld alliance airlines when Cathay Pacific or Dragonair is included.”
I wasn’t convinced. I quickly Whatsapped two other FTers. They all quickly replied the rule should be interpreted as two OW carriers whether CX/KA was included or not.
That was my understanding too – although I didn’t recollect it before the end of the phone call, my first OW redemption was precisely two OW carriers (JL and AA) plus CX . And that redemption also required supervisor intervention for different reasons.
I told the agent I respectfully disagreed with his interpretation and asked he check with a supervisor. He refused the request.
At that point I saw little point asking for a hold either. I decided to HUACA.
On reflection I should have taken his name.
“But you allow me three OW partners plus CX?”
“Yes sir. JJ must stay in”
I searched and re-read the rules:
“This awards chart is applicable when you redeem a round-trip award ticket with an itinerary which covers:
• Two oneworld alliance airlines, where Cathay Pacific or Dragonair is not included; or
• Three or more oneworld alliance airlines when Cathay Pacific or Dragonair is included.”
I wasn’t convinced. I quickly Whatsapped two other FTers. They all quickly replied the rule should be interpreted as two OW carriers whether CX/KA was included or not.
That was my understanding too – although I didn’t recollect it before the end of the phone call, my first OW redemption was precisely two OW carriers (JL and AA) plus CX . And that redemption also required supervisor intervention for different reasons.
I told the agent I respectfully disagreed with his interpretation and asked he check with a supervisor. He refused the request.
At that point I saw little point asking for a hold either. I decided to HUACA.
On reflection I should have taken his name.
Certainly there're supervisors. Agents (both Tsuen Wan and Manila) just don't like escalating (no news is good news mentality, plus I don't think they view GCC as a long run career path).
If they're clearly in the wrong again I'm sticking my forks in (don't wanna work here? Let me help...)
P.S. But in your case, you're asking for a supervisor to exercise discretion, so you're on shakier grounds to complain against not being escalated. My agent was clearly telling fibs with the partner rule interpretation and then with the no escalation assertion.
Last edited by percysmith; Jan 13, 2016 at 2:24 am
Jan 13, 2016 | 2:37 am
#3
Original Poster
Join Date: Aug 2005
Posts: 258
Who do you send your complaint to? I asked for the manager's email address, but she said it is not to be given to passengers. (Really?!)
"All complaints have to go through the website or theclub@marcopolo. There is no other way."
It was a total "computer says no" exercise.
"All complaints have to go through the website or theclub@marcopolo. There is no other way."
It was a total "computer says no" exercise.
Jan 13, 2016 | 4:05 am
#5
Suspended
Join Date: Sep 2015
Programs: AA & SPG Plat
Posts: 387
So you spoke to not one...not two...but THREE agents of different seniority, who's sticking to the rules of enforcing 40 sectors. Yet you're still complaining on here? 
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
Jan 13, 2016 | 7:28 am
#6
Join Date: Jan 2015
Posts: 52
So you spoke to not one...not two...but THREE agents of different seniority, who's sticking to the rules of enforcing 40 sectors. Yet you're still complaining on here?
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
If you want Gold, either fly or back in the days get a Canadian amex or sth. If you want to guarantee a flight, you can book with cash, miles if available, or get to GO or DM and enjoy the seat guarantee benefit while it lasts. Or ask nicely for it, but when told no just back off, thank the agent for his/her time and move on.
Jan 13, 2016 | 5:31 pm
#7
Join Date: Dec 2008
Location: Hong Kong
Programs: CX DM
Posts: 1,144
There's a huge gulf between the service levels for Silver/Gold vs. DM, and also another gulf between Cantonese and English helplines. My wife is Gold and uses the English helpline only, and I am DM using both, and it's like chalk and cheese.
But it sounds like the call centre was behaving like most ordinary call centres. So I'm afraid Daffie is right.
BTW, very few airlines offer a guaranteed seat. Even though CX is going to restrict this benefit to Y tickets only from April, it's still an unusual benefit.
But it sounds like the call centre was behaving like most ordinary call centres. So I'm afraid Daffie is right.
BTW, very few airlines offer a guaranteed seat. Even though CX is going to restrict this benefit to Y tickets only from April, it's still an unusual benefit.
Jan 13, 2016 | 6:01 pm
#8
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 577
I swear I read 'Rent of MPC Call Center'..
But CX is Hong Kong. Exception/Courtesy/Goodwill Gesture does not happen often in Hong Kong.
Because once the word gets out, everyone will call and ask for that exception.
It's like changing a menu item at Cafe de coral,
the GM will stand behind the cashier shaking his head.
You will get used to it soon
But CX is Hong Kong. Exception/Courtesy/Goodwill Gesture does not happen often in Hong Kong.
Because once the word gets out, everyone will call and ask for that exception.
It's like changing a menu item at Cafe de coral,
the GM will stand behind the cashier shaking his head.
You will get used to it soon
Last edited by miloworld; Jan 13, 2016 at 6:06 pm
Jan 14, 2016 | 12:29 am
#9
Join Date: Sep 2013
Location: Beijing, Paris, Edinburgh
Programs: Marco Polo Diamond, Flying Blue Platinum for Life, GHA Black, IHG Platinum
Posts: 451
So you spoke to not one...not two...but THREE agents of different seniority, who's sticking to the rules of enforcing 40 sectors. Yet you're still complaining on here?
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
Unbelievable the sense of entitlement from some people. If I were the OP, I would be embarrassed to even post what I did.
Jan 14, 2016 | 1:59 am
#10
Join Date: Nov 2007
Location: Hong Kong
Programs: CX, UA, Shangri-La, Hyatt, Starwood
Posts: 8,245
Because it's a bizarre request. You're asking for a benefit - perhaps one of the most costly ones to CX - before you're entitled to it, and then wanting to "escalate" when you haven't been wronged in the first place. And FWIW, you're asking on the route where CX has the greatest # of frequencies. You can probably just show-up and get on a flight around your time (perhaps even the desired departure) anyway. I imagine all of these factored into the poor experience you had with the call center.
Besides you not being GO yet....
...because MPC must contact a reservations manager to get a seat released under the seat guarantee. They cannot do it themselves. And each time they call with a request like yours where the answer is a guaranteed "no", they get $hixt for it because the answer is 100% "no". It's not something they are supposed to be wasting another department's manager's time for. They are very strict with the seat guarantee; you've basically misread the situation and misplayed your hand.
Elaborating, this entitlement is suspected to be rather costly to CX. The entitlement itself is being changed in March (no more less-expensive fares permitted) - presumably because it is a pain for CX. None of us are pleased about the change, but that's the way it goes. Right now since GOs and DMs can force their way onto flights with relatively inexpensive V fares, it presumably is a cause of overbooking situations and overall bad load management.
What fare class are you traveling anyway? FWIW, V is the lowest Y sub fareclass permitted for seat upgrade (going up to Y in a few months), and only full-fare J is permitted - no C, D or I.
have to agree with these sentiments.
Besides you not being GO yet....
...because MPC must contact a reservations manager to get a seat released under the seat guarantee. They cannot do it themselves. And each time they call with a request like yours where the answer is a guaranteed "no", they get $hixt for it because the answer is 100% "no". It's not something they are supposed to be wasting another department's manager's time for. They are very strict with the seat guarantee; you've basically misread the situation and misplayed your hand.
Elaborating, this entitlement is suspected to be rather costly to CX. The entitlement itself is being changed in March (no more less-expensive fares permitted) - presumably because it is a pain for CX. None of us are pleased about the change, but that's the way it goes. Right now since GOs and DMs can force their way onto flights with relatively inexpensive V fares, it presumably is a cause of overbooking situations and overall bad load management.
What fare class are you traveling anyway? FWIW, V is the lowest Y sub fareclass permitted for seat upgrade (going up to Y in a few months), and only full-fare J is permitted - no C, D or I.
So you spoke to not one...not two...but THREE agents of different seniority, who's sticking to the rules of enforcing 40 sectors. Yet you're still complaining on here?
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
If you want to get one a particular flight that badly, then paid for it. Or try standing by at the airport on the day of, it's TPE anyways.
Jan 14, 2016 | 9:36 am
#11
Join Date: Feb 2012
Location: HKG
Programs: CX DM, SPG Pt, Le Club Accor GO, Shangri-La GC Jade
Posts: 1,327
Why shouldn't? So if I'm a SL with 10 sectors booked, I can book 15 cancellable round trip in next month and ask them to up me to GO? That's not how the game play... They count after you FLEW not BOOKED them
My experience: Once when I was GO with 74 sectors booked and 5 round trip bookings with a mix of D (i.e. business) and Y (really Y sub-class) on record, because of job commitment I need to change my return flight from KA993 to KA975... I reached them at 9:03 a.m. (i.e. T-71 hours 57 minutes) and guess what? Got denied my request...
I never thought about, and I think I would be unreasonable to, asking them to make me DM by then and then guarantee my seat in 975... YMMV
Flexible means if something they can give discretion as there's no hard black and white...
e.g. You'll be adult after your 18th birthday anyway... Why they can't let you apply for the adult ID card earlier?
Your behavior is no different from those yelling at check-in counter, asking "just 2kg, why you need to charge me?" or "I'm your member (GR), why you don't upgrade me to J?"
p.s. This Sat is Taiwan's voting day... Many people will be rushing back to HK on Sun evening for Monday's work... If you go to make some dummy booking you can see flights are sold out or only flex tickets are left for flights departing in the evening... Given such I think you can try go earlier and ask them to put you into an earlier flight... It would give you higher chance of getting your preferred flight than yelling at MPC...
My experience: Once when I was GO with 74 sectors booked and 5 round trip bookings with a mix of D (i.e. business) and Y (really Y sub-class) on record, because of job commitment I need to change my return flight from KA993 to KA975... I reached them at 9:03 a.m. (i.e. T-71 hours 57 minutes) and guess what? Got denied my request...
I never thought about, and I think I would be unreasonable to, asking them to make me DM by then and then guarantee my seat in 975... YMMV
e.g. You'll be adult after your 18th birthday anyway... Why they can't let you apply for the adult ID card earlier?
Your behavior is no different from those yelling at check-in counter, asking "just 2kg, why you need to charge me?" or "I'm your member (GR), why you don't upgrade me to J?"
p.s. This Sat is Taiwan's voting day... Many people will be rushing back to HK on Sun evening for Monday's work... If you go to make some dummy booking you can see flights are sold out or only flex tickets are left for flights departing in the evening... Given such I think you can try go earlier and ask them to put you into an earlier flight... It would give you higher chance of getting your preferred flight than yelling at MPC...
Last edited by sscywong; Jan 14, 2016 at 9:39 am Reason: Added p.s.
Jan 14, 2016 | 1:55 pm
#12
Join Date: Nov 2012
Location: NYC
Programs: Marriot Am, MU Pt
Posts: 3,092
If they say no, there is really nothing you can complain about. Now had they written it somewhere saying, "If flyer's status approaches Gold very rapidly we can offer them Gold immediately if they are close to the threshold and require Guarantee seat," or something like that than sure you would have an argument. I can't see any agent being punished giving you the hardline when the rules are hard rules.
Jan 14, 2016 | 3:35 pm
#13
Suspended
Join Date: Sep 2015
Programs: AA & SPG Plat
Posts: 387
Oh, 95% of the time, it would be "but I'm your loyal (GR) member, my family and I been flying with you for the past 15 years! How can you do this to me!"
Jan 14, 2016 | 8:23 pm
#14
Join Date: Sep 2013
Location: Beijing, Paris, Edinburgh
Programs: Marco Polo Diamond, Flying Blue Platinum for Life, GHA Black, IHG Platinum
Posts: 451
As usual with threads like this, the OP simply disappears when we don't tell them what they want to hear. Still, it occupies our time, I guess.
Jan 15, 2016 | 4:09 am
#15
Original Poster
Join Date: Aug 2005
Posts: 258
No, I'm actually still here, as I have been since 2005. I just don't log on as regularly as many of you.
Look, I hear what all of you are saying and I know what the rules are. All I'm saying is that I am just one flight away from gold after just 4 months. At this rate, I should easily make DM even under the new scheme.
Obviously, I wouldn't call if I didn't need help. I am happy to pay for a full Y ticket, but even that was sold out. All I was expecting some goodwill, but I guess that's in short order at CX and around here.
I don't want to make comparisons around here, but QF was able to upgrade me to Platinum when I was 10 status credits away from it. Maybe I'm just too naive to expect CX to show some generosity, either by confirming me on the flight I wanted or the upgrade to gold so I can get the confirmed ticket.
Anyway, problem solved. I'm flying BR and am seated at the VS lounge now. Appreciate the feedback from everyone.
Look, I hear what all of you are saying and I know what the rules are. All I'm saying is that I am just one flight away from gold after just 4 months. At this rate, I should easily make DM even under the new scheme.
Obviously, I wouldn't call if I didn't need help. I am happy to pay for a full Y ticket, but even that was sold out. All I was expecting some goodwill, but I guess that's in short order at CX and around here.
I don't want to make comparisons around here, but QF was able to upgrade me to Platinum when I was 10 status credits away from it. Maybe I'm just too naive to expect CX to show some generosity, either by confirming me on the flight I wanted or the upgrade to gold so I can get the confirmed ticket.
Anyway, problem solved. I'm flying BR and am seated at the VS lounge now. Appreciate the feedback from everyone.