I have to say I'm normally very tolerant having spent nigh on 50 years working with computers (starting with Leo III !) and in IT but this really is beyond the pale now, I can't understand why this has become so difficult to fix. Of course it could be that fixing one problem is creating another two problems and they are constantly fire-fighting. It used to be that these reservation systems were locked-down tight and nothing ever got released to the travel agents/reservation agents before it was exhaustively tested. I've had some experience in building external interfaces to these systems when I did a project with SASRES, Linjeflyg and the Olympic Airlines systems before they went to Amadeus/Galileo, but that was a long, long time ago now.

Wasn't sure if I should have posted here or in the other thread.

(Mods - please advise and/or delete. Thanks)


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Oh, and just for fun, since the Canadian and U.S call centres are closed (it's 02:40 here), I decided to spend some $$$ and call the HKG #.

Well.......the poor young guy sitting at his desk in Cathay City said he's sorry, said he can't even check me in, said he can't send an email or SMS, said the CX site is down for maintenance......

I said, I get that maintenance happens, but it's the middle of the business day in HKG and it seems to me that's not a great time for CX to be down.

I also find it strange that there is no email address in the Contact Us page - not that it would change anything.

He told me I'm confirmed and I can pick up the boarding passes at the airport. I told him that I got my last CX BPs on my phone and I would like the mobile versions.

I'm also curious, if he says their own web capabilities are down or limited, how is this a good way to run a major airline? I doubt I'm the only one, but most others would not be posting to FT.

END RESULT: He said I should try again in 2 or 4 hours (me thinks he was just guessing)

As an update to this, the first leg was flown over a week ago and no sign of the TPs or Avios yet, despite the FF number being on the boarding pass.

Ended up calling the HK call center. I mentioned the IT issue I have had all week when the staff mentioned that I could use the website to change my flight. They were not surprised and even offered their apologies.

The call center acknowledged that the member log-in interface is currently experiencing some bugs. As an alternative, the helpful staff suggested entering your booking reference at the Manage Booking tab to access your itinerary/online check in.

Problem with online check-in
 

I have been unable to check-in online but it shows the error "We're sorry, there has been a technical error as we cannot complete your check in at this time. Please try again. The information you just submitted should be saved. If the problem persists, proceed to the airport where our staff will be happy to check you in." Is there something wrong with the website again?

Yes, as I an others reported in 2 other threads (website problems and another online check-in threads)

Some posters here seem to be able to check-in unscathed, but I was not the only one getting "sorry" messages and worse, the mobile BP in Walket will not now my FF status. I just asked for the paper BPs at the check-in counters. Seriously annoying as my previous CX TPAC flights all showed my # and OW status.

P.S. I also noted in a previous post that I called long distance to CX in HKG and they rolled off a list of excuses, as I expect the frontline call centre people in Cathay City really don't know the answers

Thank you for the information. I asked my friend in HKG to call CX for me and was told that the website check-in function was down - no announcement on the website! I am not sure what is wrong with CX these days, on the BAH - HKG flights, meals are further downgraded, now it is basically a slightly upgraded economy class meal put in chinaware instead of plastic ones. Their planes are often no cleaned properly. I was in a dirty seat, seemingly someone in the seat vomitted in the previous flight, and it was not thoroughly cleaned. Flight was full and no alternative was available. Flight attendant used hot towels to wipe clean the place, I feel sorry for them to have to do it. Even with this, there was no disinfection and I was stuck there for the next 10 hours. This is not the kind of service I expect from a top Asian carrier.

after being failure in doing online check-in, my recent trips cannot capture my BA membership. Hence, no tier points and avios are being credited.

Used BA online tools to retrieve those missing avios but failed. Called BA and they said there were numerous cases. So if you are BA members and flying CX recently, please monitor carefully.

Surely someone should have raised this at a more senior level than call centre agents by now, it's been going on for so long that it's becoming a joke. Is it a cultural thing in that the front line people are afraid to report serious problems upwards to management? Do senior management even know that there are problems?

I'm having trouble having BA number show on online check in but the mobile boarding pass does show my lounge pass. Very strange. Will see if BA number prints at physical check in.

Same happened to me. I flew CX three weeks ago with BA number shown on BP. However both TPs and Avios were not credited so I called BA hotline last Thu and they said CX rejected the claim. (I flew "I" class TPE-HKG). BA hotline staff said she would send message to CX for clarification. Both TPs and Avios were credited yesterday - not sure if it was caused by CX's IT glitches.:confused:

Mine were credited a couple of days ago, 2 or 3 weeks after the flights. Usually BA do them on the first Tuesday or Friday afterwards. I have a little break from flying now until the end of July so hopefully this will have been fixed by then.

So, if I only had the ability to capture a photo of the faces of the 7 GAs today at HKG Gate 48 for CX 826 when I told them the FF #s do not show on mobile and of course, pulled out my phone.

The facial responses ranged from 'shrug', to 'roll-eyes' to pretend concern.

They asked if I told anyone senior?
I asked them who they thought "senior" might be.

As you all know from my post upthread about having called CX @ Cathay City and spoke to 2 clueless young agents (at least the first one tried to be helpful), the excuses for why the site is not working are equally absurd.

So, either CX considers these IT failures to be insignificant or no one really cares, or, the lights are on but no one is home.

While my ticket and paper boarding passes all show my FF # and OW status, I am sure I'm not the only one who expects better of CX.

What is really sad is the cabin crew on 3 of the 4 flights on this recent trip were fantastic, but IMHO, the gate staff in HKG and some of the desk attendants at the Pier J seem rather underwhelming.

24left I think CX treats paper BP as the authoritative BP. Mobile BP is a mere convenience.