Cannot even wait...must record - the MP hotline
Apr 30, 2009 | 11:55 pm
#1
Original Poster
Join Date: Dec 2002
Location: Hong Kong
Posts: 2,184
Cannot even wait...must record - the MP hotline
It seems that whereas it used to be a very long wait on the MP hotline, at least it was possible to talk to a human being if you wait long enough. Now, there is quickly a recording, that they would reply within a business day.
Now, to me, this is worse.
1. One cannot even wait,
2. No hope of gettng something sorted out within 1-2 hours,
3. Not certain when they would call you, if ever, and whether you would be available to talk then. If you are busy or not available, then God knows what will happen next!
Edited to add - PS - I do not know why a green icon (with a face) appears next to the title!
Now, to me, this is worse.
1. One cannot even wait,
2. No hope of gettng something sorted out within 1-2 hours,
3. Not certain when they would call you, if ever, and whether you would be available to talk then. If you are busy or not available, then God knows what will happen next!
Edited to add - PS - I do not know why a green icon (with a face) appears next to the title!
May 1, 2009 | 2:43 am
#2
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Boston, Jo'burg, HK
Programs: AA EXP, Hyatt Lifetime Diamond, CX Gold, Mrs. Pickles travels for free
Posts: 13,871
May 1, 2009 | 6:48 am
#3
Join Date: Apr 2009
Location: Hong Kong
Programs: CX Diamond (OW Emerald), former SQ Krisflyer Gold
Posts: 2,607
If this is the case, that's really disappointing. That's my biggest gripe with the SQ hotline, that when you call most of the time they are too busy for you to even wait on hold.
As the OP said, you don't know when they'll call you, and what you'll be doing at the time and sometimes the changes are urgent or last minute.
This is really bad news...
As the OP said, you don't know when they'll call you, and what you'll be doing at the time and sometimes the changes are urgent or last minute.
This is really bad news...
May 1, 2009 | 7:50 am
#6
Original Member
Join Date: May 1998
Location: HKG
Programs: BA GGL, CX DM, AA LT GO, Marriott LT Titanium, Shangri-La DM, Hyatt Globalist, Hilton DM
Posts: 2,030
that's exactly one of the only two reasons I'm keeping my CX DM (otherwise just AA EXP is very enough for me): (1) no need to wait on the phone and always can have someone from MPO to talk to (2) can have a decent priority to use all the big amount of Asia Miles I'm earning from different sources...
May 1, 2009 | 9:18 am
#7
Join Date: Apr 2004
Programs: UA 1K
Posts: 358
If this is the case, that's really disappointing. That's my biggest gripe with the SQ hotline, that when you call most of the time they are too busy for you to even wait on hold.
As the OP said, you don't know when they'll call you, and what you'll be doing at the time and sometimes the changes are urgent or last minute.
This is really bad news...
As the OP said, you don't know when they'll call you, and what you'll be doing at the time and sometimes the changes are urgent or last minute.
This is really bad news...
May 1, 2009 | 9:49 am
#8
Original Poster
Join Date: Dec 2002
Location: Hong Kong
Posts: 2,184
What is most ridiculous is when people face a deadline for issuing a ticket. What then?
I believe people should consider bringing this state of affairs of the attention of the Consumer Council. This should help.
I believe people should consider bringing this state of affairs of the attention of the Consumer Council. This should help.
May 1, 2009 | 10:35 am
#9
Join Date: Nov 2006
Programs: MPC,CA,MU,AF
Posts: 8,171
* A member needs to issue award tickets close to a deadline.
* A member needs to do seat guarantee for a booking with a very short notice.
The suggestion is to call at 2am HK time.
May 1, 2009 | 7:27 pm
#11
Join Date: Apr 2009
Location: Hong Kong
Programs: CX Diamond (OW Emerald), former SQ Krisflyer Gold
Posts: 2,607
May 1, 2009 | 8:32 pm
#12
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
sth to say about this insane act:
1) they will call you, but perhaps after you return from your trip. When I first recorded some time 2 mths ago, that was ~24 hrs before my flight (and I was calling them to try to redeem a ticket!) I left a message but called back later same day to sort it out.
They replied me just before I return from my trip. Thank you very much... and that was at least 2 days later if not 3 days.
2) It does work calling at 9pm-6am HKT. but you might get some random agents who doesnt know what Lisbon is. (Even after I spelt her Lisbon, she still cannot find it. I'm pretty sure they dont call it Lisboa in the system...)
1) they will call you, but perhaps after you return from your trip. When I first recorded some time 2 mths ago, that was ~24 hrs before my flight (and I was calling them to try to redeem a ticket!) I left a message but called back later same day to sort it out.
They replied me just before I return from my trip. Thank you very much... and that was at least 2 days later if not 3 days.
2) It does work calling at 9pm-6am HKT. but you might get some random agents who doesnt know what Lisbon is. (Even after I spelt her Lisbon, she still cannot find it. I'm pretty sure they dont call it Lisboa in the system...)
May 1, 2009 | 9:51 pm
#13
Original Member
Join Date: May 1998
Location: HKG
Programs: BA GGL, CX DM, AA LT GO, Marriott LT Titanium, Shangri-La DM, Hyatt Globalist, Hilton DM
Posts: 2,030
and given the slowing business, pressure on cost/profitability etc, I guess they probably won't invest in having a bigger (outsourced) call center team any time soon ?