Just got off the phone with CX. The agent I spoke to first answered in Cantonese. I then asked if we could speak in Mandarin, and she switched to Mandarin. Her Mandarin has a very thick Cantonese accent, and she mixed English words in her sentences, so I think very likely she is HKG-based, not CAN-based. She was also extremely proficient and professional. I hope some of these senior HKG-based agents will stay around.

I have to say, despite the frustration of more than often getting contradictory/different answers to the same question(s) from different customer reps from the Guangzhou center (I now asked every time I called if they are the GZ or HK center), all the call-center reps invariably are very courteous, willing to help and even when they were not sure how they should proceed, they usually would try the things I requested them to try. For now, (despite the frustration of their inexperience), I'd still give them some leeway and will not put the blame on them.

One interesting anecdote: Either earlier this year or late last year, I once called into the HK number and reached a rep who spoke in Cantonese. I noticed she spoke with a slight accent, so I asked if that was the call-center in Guangzhou or mainland China. She kind of snapped back at me (I would not say she was rude, but she was obviously annoyed, perturbed and became a little agitated) and asked me a few times why I would ask her if she worked in the Guangzhou center and why did it matter....which in turn made me snap back at her and asked her back why she wanted to know why I asked her the question (at that point, I understood why she snapped back at me but my original first question was asked in a neutral manner without any prejudice). I don't care one way or the other where the rep is based. What matters is that someone can help resolve the customer problem/needs.

One more thing: During the calls over the past few days with Cathay, one GZ rep told me that there are a few different teams at Guangzhou and some teams are contractors and some is under CX and she said if I want to reach the non-contractors CX team in GZ, I should call during the weekdays during office hours. Night hours are usually the contractors teams. When I asked another GZ rep, she did not seem to know much about this. I cannot tell whose information is correct.

Does MPC have email these days? Their contact us page is only showing a telephone number and whatsapp number. I need to sort out a mileage refund case after cancelling a confirmed redemption ticket which I would rather do by email due to a bit complicated.

No email. The feedback form is a poor substitute. Don’t get me started about the HK cos that have killed off messaging (CX, HSBC, soon to be Shiti)

I am not a fan of the feedback form too. The only categories available for choosing are "'complaint", "compliment", or "suggestion", none of which is particularly suitable for someone trying to get help with an outstanding issue. Also didn't like how the form restricts the legnth to 1000 characters which i barely made it through when describing my case. Getting rid of email as a way of communication was such a terrible idea.

A new problem is now that CX asks for an OTP when calling in after entering a membership number. Perhaps because I’m a DM and it’s a shorter queue?

When travelling my HK SIM is not always active or working, making it impossible to get the OTP.

So getting the DM queue is impossible.

Just spoke with a GZ agent, they claim that the OTP is to replace the 4 Security Questions asked by agents when accessing account-related enquiries. You can simply skip the OTP by pressing "0" and your call will still be prioritized as DM (or your tier) and connected to an agent, just that they will have to ask the 4 questions later.

I am GO and also got the OTP prompt a few days ago. Problem was that the text message did not arrive until a few minutes later, by then I was already talking to an agent. The OTP prompt timed out within a few seconds.

Does anyone know what the refund time frame is for a reward booking for points? Not worried it the taxes take a while but would like to use the points for another booking

If you need to use refunded miles you used to be able to cancel a booking while being given a hold on the new seats to the extent the miles have to be refunded. But not sure does anyone in the call centre still remember how to (or will offer to) do this after the pandemic.

Interesting, even on partner award seats?

There's been an aircraft change on one of my flights with MH...resulting in a 737-8 regional business class seat rather than a lay flat. Do you think Cathay would forego the cancellation fee based on this?

No. SOL

I've also had this problem too, where the OTP arrives many minutes after it's actually needed, long after the call times out.

Had this issue yesterday too!