Cambo

From "remote", I can not tell what the solution would be. Only that it helps to understand the call center person's position and work from there. For now, you got a lot of extra information, which does give you an idea in which direction to solve your item. That's already a very important step.

Let me give another example: I often get some staff members at my desk, asking "Cambo, what do we do with this, we have no idea, and it can not be done ?".

The short answer is: "I don't know either".

But, we do have an idea in which rough direction a for us suitable solution would go. Let us explore ideas and options in that direction and see what comes out of that. This method needs to be repeated 1-2-3 times and (usually) converges to a solution, acceptable for both parties. And with hindsight, it is often so "obvious" that specific solution did come up, but at the beginning, it looked like an unsolvable chaos.

Banging on a closed door is not something that works. What does work, is a soft knock and find out what is behind, so you can use that info to find a suitable "hole" in the closed door.

Rade775

Does anyone know what happened to all the F avalaibility on HKG -> LHR? Think people snatched them all up ;/. Or did cathay just remove it all can't see anything via AA

percysmith

I like the work anology. Because it feels like it.
And I add to it that the relationship most of us have with CX agents are like people we have to work with who don't report to us and we can't fire. Their department has a theoretical SLA with us but their supervisor have not been seen to supervise recently - experienced staff know supervisors don't review recordings of phone conversations for quality control.

I don't think I ever had an agent attempt to propose a solution post-pandemic. All the ideas are initiated by me. Even on routings where I have flexibility like RTWs.

I also have to look out for agents who have training issues post-pandemic workup - when I sense an agent is going to waste my time, I don't get angry with them (which you seem to imagine), but I HUACA.

By trial and error I assert I know more than your average agent on what is actually possible or not possible - it is similar to reverse engineering their training material and actual system limitations. I even reverse engineered that one call centre (Manila) interprets a routing rule very differently (but consistently within Manila) to another (Tsuen Wan), and have taken advantage of the discrepancy.

percysmith

Availability removed

(vs what we’re seeing now on Cathay (Asia Miles))

Rade775

Damn real inconvenient timing, hope they put some award avaliability in again ;/

percysmith

Have you asked call centre to price a mixed redemption of SYDHKG in Y and HKGDEL in J? It should price 41,700 Asia Miles (less than 25,000 miles DELHKG J and 22,000 HKGSYD Y) and $2,379 taxes.

You lock in both sectors now.

There is a possibility of reissuing HKGSYD in PE or J if it should become available for US$50/ticket Changes to rebooking and reissue fees 10 Jan 23

percysmith

HKGLAX

aquaroohi

i absolutely asked this, and this was my backup plan if I wouldn’t get companion award. Issue would be baggage allowance bw J and Y. They said I would need to book them separately and they can help me link them.

but, good news!!! The exact flights became available today and I was able to successfully book them right away, so my problem is solved now. I was working on the logistics of a companion award and just happened to check at a very random time.

thank you for all your inputs, this interaction has been very informative.

percysmith

You mean HKGSYD J? Congrats, good you managed to snap them.

Cambo

Good news.

I'd not be surprised, if this was due to your polite and "flexible" way you interacted with them. Have them happy to "serve" you, and they will do their best to "create" something. All my CX cases (and some AY too) got resolved around this line of interacting. AY for example initially a full-blown "njet" and after 2 more times calling in, they had adopted the mechanism I originally suggested.

Have realistic items/questions/suggestions, don't demand a solution on the spot and gradually, a solution pops up, you can live with, etc. That's what I do, as described several times, and it (usually) works...... No need for courtrooms, or threatening with that.

percysmith

I don’t read any causation in aquaroohi’s previous interactions with call centre and what revenue chose to make available in inventory today.

As said in post #23 aquaroohi found the inventory on his own today while researching a companion award, not call centre agents making inventory available during a call with them or agents calling him back today to tell him there is inventory.

Cambo

Of course, this is the answer, I'd expected from you.

No, there is no "visible" causality, but there is a "soft" knowledge that there is a positive correlation between behaving properly and getting a result (somewhat) matching with what you want, and, as well, the correlation between misbehaving (be a jerk) and NOT getting what you want. I usually get what I want, and you do complain again and again, about CX's "misbehavior", not getting what you want. Just a little difference.

Is it that "strange", these availability options showed up "suddenly" ? Nop, such an extra redemption availability is added occasionally throughout the year, so, people in control can - when dealt with properly - think, "OK, let me add some now, and see how this works out". Of course, for them, there is always a "risk", that those asking for the added availability go to the competition or go for a cheaper option anyway. On top of that, extra availability sold now, gives the opportunity to ask more money from subsequent customers, later-on.

Those deciding about extra redemption availability probably have no direct contact with OP as well zero options to notify OP, and the same may be an uncertain item for the person(s) handling this at the call-center. So, instructions from CX to OP would be a difficult item. The people in control can, for example, "just add" the availability and see what happens. If not solved, within a few days, just remove again.

This is all about "how to control and benefit positively from fuzzy situations", just not suitable for people with a door-bangers approach. Read my writings, and you (can) get a grasp........

Comrade Crunch

What plugin would that be?. Thanks

percysmith

I happen to know how agents can open availability to DMs over the line.

I also happen to know when Ticketing realised they've screwed up (I've redeemed something revenue didn't intend to allow for redemption, but they can hardly claim snapping up/contractual mistake inside a redemption program)
https://www.australianfrequentflyer....5#post-2514026 , they still can create and clear waitlists.

I managed to call in my redemption on the 24 Feb availability release (I can see but cannot complete that redemption online, it's a straight return, so I knew I was very likely taking advantage of a inventory error of theirs, They still have plenty of revenue availability for my days but they weren't keen and still aren't keen to release it as redemption), pay and get a eticket with 160- number but then status on CX MMB is Waitlist. I called again and agent conceded the redemption was not properly ticketed even though I received 160- number, they will send to Ticketing to fix and agent will call back. Subsequently, this is what they sent:

Agents did not help me create a waitlist - I was not allowed to remember?
Ticketing created the waitlist to fix the Waitlist status problem. It's akin to Apple Stores in HK not allowing refunds but they actually still have the refund buttons to fix screw ups they made.

The agent did not call back (you are right on that part), but, subsequent to that Notification email, I received a resend of my eticket and my status in CX MMB is now Confirmed.

So, Ticketing have the ability to clear OP but they didn't. So your whole premise of Ticketing not being to contact OP or clear his request is false. To add: in the two calls to create the booking and then to query the Waitlist status, I wasn't rude, pushy or behaved like a jerk in any way.

ernestnywang

You might as well say it's all about karma (which I don't disagree).