percysmith

I'm doing a back claim for mother when she travelled to BKK and back over CNY using alias. Alias name and alias docs have been filed with Asia Miles previously.

Tsuen Wan said they can see the alias tix not credited and will sort it out on their end. I asked whether I can email/fax/mail the BPs but agents said they cannot take the BP that way. It's been four weeks and I've just phoned in to chase, still in progress.

midlevels

Under the new system, for partner flights, when you submit a missing mileage request, it no longer shows up immediately on the missing mileage section of the latest transaction page. In fact there is no acknowledgement at all anywhere in the system that they've got it. It just goes into a black hole.

Agents on DM hotline are completely unhelpful ("submit it again" as if that will do anything different).

Does anyone know how long it takes to get from submitting to actually being acknowledged by the system these days?

I submitted some claims for QR earlier. Both had the same issue, and finally showed up in the system as "processing" a few weeks later. One of the flights then credited on the next day after that, and the other flight (same itinerary) is still processing weeks later. This is thoroughly frustrating behavior and the MPC agents on the phone simply don't care, and there is no email address at which you can even contact Cathay to ask a question.

I'll probably have the follow the HUACA route but it's frustrating to have to do that and play lottery until you find an agent who is actually helpful. I found one a few weeks ago who was very helpful at sorting out a schedule disruption issue as well as getting some redemptions confirmed but unfortunately the norm is that the agents are disinterested and don't know or care.

percysmith

Use all your positive social skills . Have them happy to "serve" you, and they will do their best to "create" something. All my CX cases... got resolved around this line of interacting.

Flyingnoob90

It should not be that hard though to get something we had paid for. All they needed to do was cross reference the flight date, number and our name. And for partner airlines miles to remain in a black hole is weird.

midlevels

I’m not sure where an assumption that I must be being rude or making threats has come from, but okay…?

percysmith

I wasn't following how being nice to agents helps when I have worked out agents are disempowered to do certain things (case in point in this thread: receive emailed submissions from members) but I am told it does.

Cambo

Being the original author of the suggestions around social skills, let me add some more around this subject.

When contacting a helpdesk agent and "telling" them what to do, or what one's rights are, one immediately has lost a large amount of credit with that agent. You only have one opportunity to give a first impression.

Just describe one's issue, let the agent figure out what to do and only once the agent can't solve and is running out of options, give very subtle hints, what might be additional options, hugely avoiding showing of one's knowledge (with the subtle suggestion, it's significantly more than the agent's one).

Difficult for some people, though so very important, when you want to accomplish something around a difficult subject.

ernestnywang

Yes, but I usually find that after a week or so, they will appear under the "Missing Status Points or Asia Miles request status" section.

NetJets Germany

Never mind!

NetJets Germany

I like how you also changed the signature line to the same link!