is the website down?
Jan 22, 2025 | 7:59 pm
#1
Original Poster
Join Date: Sep 2007
Location: HK
Programs: Qantas (Lifetime Gold), PAL (Elite), British Airways (now sadly blue), Cathay MPO DM
Posts: 797
is the website down?
I cannot log in on any browser OR my mobile app.... as me the traveller OR business plus. Usually ONE of these works!
Jan 22, 2025 | 8:34 pm
#7
Original Poster
Join Date: Sep 2007
Location: HK
Programs: Qantas (Lifetime Gold), PAL (Elite), British Airways (now sadly blue), Cathay MPO DM
Posts: 797
I'm not even getting standardised replies from the whatsapp bot. This is appalling. It's almost impossible to phone cathay these days so if you cannot do things online and it affects the WHOLE company and all their platforms, that has to be a huge issue. Their risk management (IT risk management) is highly lacking. I am flying in a few hours and wanted to change to a different flight today ....
Jan 22, 2025 | 9:53 pm
#11
Join Date: Apr 2023
Location: Hong Kong
Posts: 670
CX's IT has been very poor for at least 15 years to my knowledge. Which says to me that as well as getting rid of the head of IT they should get rid of or change whoever does the recruitment of their heads of IT!
Jan 22, 2025 | 9:56 pm
#12
Join Date: Apr 2003
Posts: 1,204
My problem as I tried to check in online two hours ago. There are two reservations - we successfully checked in for one but could not get through with the other one.
The successful one - Hong Kong passport travelling ex HKG. Got through. The not successful one - Mainland Chinese passports with Mainland Chinese numbers, connecting through HKG and joining us on our flight. Somehow passport numbers / phone numbers that were previously entered were wiped out. If we got through contact details, then the system would say visa info missing from passport info despite entering it again, and still could not save. Going back to online check in a second time - the phone numbers were still missing, and then could not get pass contact info despite repeated attempts to just enter a phone number. Somehow the info does not load properly between "Reservation" and "Online Check In". You would think it is straightforward no ?
And yes, Online Check In wiping out contact info / travel document info from Reservations seems to be a consistent issue over the years.
Last edited by zhaobao; Jan 22, 2025 at 10:06 pm
Jan 22, 2025 | 10:00 pm
#13
Join Date: Apr 2023
Location: Hong Kong
Posts: 670
Given that other airline (and similar real-time, critical) websites seem to function pretty well, I would argue that there clearly isn't a lack of good talent generally, just within CX. It's perhaps not fair to blame the recruiter for one stuff up, but when CX's IT has been so bad for so long through what must be multiple changes of management then there must be something wrong with the selection process for the people.
Jan 22, 2025 | 10:07 pm
#14
Join Date: Apr 2003
Posts: 1,204
Given that other airline (and similar real-time, critical) websites seem to function pretty well, I would argue that there clearly isn't a lack of good talent generally, just within CX. It's perhaps not fair to blame the recruiter for one stuff up, but when CX's IT has been so bad for so long through what must be multiple changes of management then there must be something wrong with the selection process for the people.
The IT of THAT AIRLINE functions well ? I just remember their UI/UX being very Mainland Chinese style, that's all.