Extremely long wait time to call CX
 

Wait time to get through to an agent on CX hotline can easily be as long as 1 to 2 hours these days. It's been a disaster ever since they've merged the line for Marco Polo members and non-members into one single hotline (+852 2747 3333). Anyone else have similar experiences?

Funnily enough, the phone menu prompt is different for the Cantonese and English hotlines. The Cantonese hotline lets you enter your MPC membership number while the English hotline doesn't have this option. The English hotline on the other hand lets you choose to have an agent call you back if you no longer want to wait in line, however this option is missing on the Cantonese hotline. The hotline is really becoming even more farcical.

Would also like to add that the Whatsapp feature is in general useless as it only provides you with generic information that can also be found on CX website and doesn't actually offer you to speak to an agent for specific issues.

Same here, waited over 3 hours on the phone (longest ever) to ticket a mixed class award that was on hold. You can use Whatsapp to get you an agent by messaging 'Could I speak to someone?' , but I wouldn't bother with Whatsapp, it takes at least 4 hours for someone to message you back.

Take care you know what you want, that it's possible, and you have alternatives available. Contact CX through the website forms and subsequently by email. Given them 2-3 days to react and send "Gentle reminders", when it takes too long. Works fine for me, granted, with DM status, which carries on from the CX website login.

Website seriously broken today. Manage Booking link broken. You get an HTTP 431 error. Tried sending feedback but after clicking Submit, you get a message that your request cant be processed right now. The feedback form alternative (which I have also used in the past) is now broken as well.

If CX is monitoring this thread, you need to scrap your current website and start over with a new IT staff.

Ask for a call back instead of waiting. They usually call in the evening and it's the HK call centre with super knowledgable agents. You just have to know what you want and be ready when they call.

Similar experience.
Woke up to an email telling me my flight had been cancelled & rescheduled, only option to call and have now been on hold for 2 1/2 hrs (so far).
Both UK & HK numbers saying 40 mins wait which is obviously untrue.

I was able to enter my MPC no with the hotline. But it was a Philippines call centre.

I think it depends on the number you call, I presume this is the AU number? I know that it doesn't give an option to have someone call you back instead of waiting on hold. Yes, I think call center is in the Philippines.

There used to be a way to get around it but not anymore.

I've found the live chat to be pretty useful when unable to reach the hotline. I don't know how you access it from the main site, but the one I've been using is on the redemption availability page. ie. You search for a award/redemption flight booking, then on the screen where it shows you the availability and calendar, press 'chat' on the bottom right.

This seems to connect me to someone fairly quickly so maybe give this a try.

2747 3333 PTH no help. Still took 3 hours 23 mins to connect.


https://cimg4.ibsrv.net/gimg/www.fly...688ac0fbe4.png

I didn’t manage to take the call, but it was Tsuen Wan that called back (not Beijing).


https://cimg6.ibsrv.net/gimg/www.fly...f0c8282bd6.png