Three weeks ago I emailed CX Customer Service politely observing how I thought their procedures had not worked when they had overbooked a particular flight and making suggestions as to how they could be improved.

Apart from the standard automated reply, I've heard nothing.

What is the usual response times where Customers are genuinely attempting to help CX improve their product?

BD

Just curious, how did their overbooking procedures "not work"? I've found CX's overbooking procedures to be the gold standard in the industry. CX will start rolling cabins the night before, avoiding pitched battles at the gate. Showing up and requesting an op-up isn't going to do it most times.

A year ago I wrote a suggestion/observation to CX from onboard on of their flights using the "official" feedback form the FA gave me. It took them 3 months to respond.

Tried checking in at CX's "non check baggage" counters 2.5hrs pre-flight at HK. CX obviously thought this a good source of offloading their overbooked flight since no checked baggage to worry about and this was a single leg trip to TPE - let connecting pax go onto overbooked flight. This stuff happens and I was happy to oblige.

BUT, with 2 CSEs only and each handling a diff pax to be rebooked (my rebooking took about 10mins to achieve) the queue became overly long behind us. CX should have had one dedicated CSE to handle this and allow the others using this "quick check" facility to keep rolling through.

Oh, and getting to the other airline's counter - CX had kindly rebooked me onto an oversold flight. The other airline were none too impressed with CX.

BD

So you have given CX CSAs some tips on how to do their jobs properly. CX has already written to you to say that they will pass the info to the appropriate people.

What exactly are you expecting? A formal letter to say that your ideas are good and that they will take your ideas into consideration? And then what? Unfortunately no airline will actually admit that.. it would cause some problems.

They *may* take your suggestion, but then again, your letter may just end up in the bin. You wrote in , as many people have done so to say this and that. They thanked you for your letter. I am sure it is going to the appropriate departments.

CX receives hundreds of letters a day. Some good, some not that hot.. so they have to weave through them slowly one by one. It'll depend if CX deems your letter as having a high priority or not.

Maybe a reply like this will make some people really happy:

........ We thank you very much for your brilliant idea. As an appreciation we offer you unlimited asiamiles, a life time free upgrade to First Class when applicable, and your name on one of our B744 aircrafts.......

Ok. Let's not encourage people now....

Don't worry..It will not happen...at least in CX....

From the CX website: We'd like to hear from you so that we could better improve your online and travelling experience with us.

GuyBetsy: Ok. Let's not encourage people now....

GuyBetsy(again): So you have given CX CSAs some tips on how to do their jobs properly. CX has already written to you to say that they will pass the info to the appropriate people.

What exactly are you expecting? A formal letter to say that your ideas are good and that they will take your ideas into consideration? And then what? Unfortunately no airline will actually admit that.. it would cause some problems.

Actually, I thought the CSEs performed well under pressure which was not of their own making - I passed this on to CX, too.

agmhk: Maybe a reply like this will make some people really happy:

........ We thank you very much for your brilliant idea. As an appreciation we offer you unlimited asiamiles, a life time free upgrade to First Class when applicable, and your name on one of our B744 aircrafts.......

Really, agmhk...

What do I expect? Well, having heard good things of CX I at least expected something more than an automated reply. A simple apology for re-booking me on a flight upon which I couldn't travel - and which one of their rivals then had to resolve - might be a start.

However, it would appear from the replies to date that I might be over-rating CX which is disappointing given previous feedback I've received. I've been a FF with Oneworld now for over 14 years. The majority of that travel has been with BA and QF. This was my first experience with CX and, frankly, it didn't encourage me to go back.

BR - who CX rebooked me on - were far more concerned with getting me to my destination than CX with whom I chose to travel. If - as you infer - CX choose to just throw my obeservations into the bin, I can accept that, too.

Thanks for the feedback, guys.

BD

I am not 100% sure but I think HKG have had problems with computer network for the past 2 years -- terminals with long response times when intercconnect other systems. I read about it in an aviation magazine on JL flight that bandwith problem and other issues slow down booking significantly at many airports. Maybe that is the reason. Because overbooking at CX usually very smooth! Last April they even gave me restaurant voucher, hotel voucher (executive suite room), inflight 50% voucher, and next day F flight on my I class ticket HKG-NRT, and all was ready and prepared at the check-in desk.

The problem with Customer Relations relating to any major asian airline is similar. eg SQ, TG and CX. They're great in the air, but when things start going wrong on the ground, they don't know where to pass the buck.

As a Marco Polo member, I'd expect better service too but when it comes to customer service, I think I'd have to fight harder because I know that the situation can be resolved.

I am not saying that the OP's letter will get binned.. but rather, don't put your hopes too high for an actual formatted letter from them. Things were so much better when CX had those English women running the Customer Service desks!

For what it's worth, I have always had a custom reply from Customer Relations on the (I think) three occasions I have written to them, and it has always been signed by someone with a western-sounding surname.

I've had more success writing to my home country manager rather than CX corporate in HK

Well the last time I sent a "complaint" letter online was about the New York lounges, I got a response 2 weeks later from the "customer service director of North America". I forgot what her name was, but it was not an Asian last name. But she was kind of rude. She said something like "Thank you for contacting us. and your concerns are adressed." (aka don't contact us again because the case is closed.."

DITTO. I've always gotten a response from Customer Relations. On average it took about a month.