Please stop promoting your Whatsapp number!
 

If anyone from Cathay Pacific is reading this... PLEASE stop promoting your Whatsapp number. It has to be one of the most frustrating ways to interact with you.
When you first launched it the response was very quick and there was very minimal back and forth.
Now it is completely a waste of time. I have conversations going on for 5 days to try to book and confirm a flight... only to have it no longer available.
Your response time with each message is averaging with me about 5 to 9 hours... this is not good customer service.
Yes people may comment for me to just call... and I do when possible but I am in somewhere where calls are 10 USD a minute.
While I'm on that subject when I call the US number its connected somewhere... not Hong Kong. A few days ago I think I woke the person up who was answering your calls and he hung up. I called back and there was a dog in the background that wouldn't stop barking. Honestly this is not work class service.

Agree fully. I only ever used it once - never again.

I wanted to cancel an award redemption, the response I got was "I will now transfer you to our Asia Miles team". After that, no answer.

A few days later, after not hearing back, I sent a chaser, and got the response "To assist you better, I will transfer to our Asia Miles team". Needless to say, again, no answer.

Totally. Useless. Channel.

I thought I'd mention that I was able to use the WhatsApp number to deal with an AsiaMiles redemption booking change, where the airline (QR) had changed the flight times significantly. The experience was not smooth:
11 hours for the first agent, who then read my message and seems she couldn't deal with Asiamiles as she passed it to another agent
14 more hours for an agent to then come online again
But, this final agent was able to fix the problem (it took about an hour, though not all of my responses were instant to be fair), not with an ideal solution, but with an acceptable one

The only way that this makes sense is that, to deal with the same problem, I had tried calling and gave up twice after the purported "30 minutes of queuing" took well over 90 minutes without ever speaking to an agent, which is horrific. At least this way I didn't have to listen to hold music for hours more, which had been my initial presumption.

Enough said. Why bother providing a channel that people expect to engage instantaneously, when they take more than half a day to respond? Shows CX doesn't understand properly how different channels are to be used. WhatsApp is NOT email hence comes with expectation of speedier response.

I was passed over to an asiamiles agent. no one ever responded.

I have similar experience contacting CX via their whatsapp number. My first message to CX was replied by an automated message, then after waiting 5+ hours it appears I have an actual human on the line, but after making known what I need help with I simply stop getting a respond from them. Nothing. Just ghosted on me. A day (or maybe even a few days) later, I finally get a response but it was for a link to complete a survey on their service. Needless to say how I rated them on that one.

thought I would try again… 20 hours!
 

I thought I would try again… this time 20 hours to respond… sigh

I heard CX is introducing Piegons to deliver msg to elevate customer experience :D (remember that marketing line? "elevate")

I rang the whatsapp no and it didn't even work. I will give up my Marco Polo tier and switch to another airline. At least the Malaysia Airline call centre is very prompt and answered by a human.

TIP - Do not bother with the whatsapp no. Call the reservations no for whichever country is applicable. They don't tell you that this number also deals with award flights etc. But how quick it is answered depends on your tier and their call centre is now in the Philippines! I got through quickly and was happy with the service.

Approx what time did you call in? And I'm guessing all phone lines route to Phillipines call center? Tried calling in around 9am Phillipines time and it's taking a while...

Trying to get a hold of them to book because of the stupid redemption class Y error...

UptickWatchReviews (I've taken to spending more time on watches given no foreseeable lifting of quarantine) got somewhere with CX Whatsapp, but still looks like a very frustrating conversation

Apologies, I don't often check in here. Hope your issue is resolved. I am Cathay Diamond so maybe they answered pretty quickly.