While my Diamond Marco Polo status has helped me get preferential service in the past, it has sometimes, not made any difference. In fact, I feel that it has actually worked against me. Let me begin to say that I am never arrogant or give off a sense of entitlement. I am ALWAYS reasonable, cordial and humble with CX staff. But my experience on CX 889 last June 20 was an occasion when being a Diamond card member did nothing and the BRATTY First class check in attendant made me wish I was traveling on another carrier. I had politely asked for an exit row seat, she said not available. When I asked for a seat block, she said no because economy was full. When I asked if they would op-up, she also said no. This agent, who was REPEATEDLY whining about another passenger who could not speak English (she made him re-pack all his bags and kept complaining how she could not understand him), and her colleague in business class (who was somewhat nicer) did nothing to give me the impression that they cared about her company or their passengers; Diamond did not matter at all. I know they did some op-ups on this flight- they just did not consider me or assisted me in getting a better economy seat. This is similar to the experience I had in Sydney last January when, asking for a seat block, the staff refused. I was quick on my toes on that flight and managed to secure an entire row aft. The most galling part is not that I did not get an upgrade or a better seat- it is the fact that they did not even try or worse, I felt, wanted to prove that they could do whatever they wanted even to a elite tier passenger. Cathay management should take note that with all the service cutbacks in Economy and inconsistent priority passenger protocols, their competitive edge is getting slimmer and slimmer.

If you are a Diamond member, you should know to try reserve an exit row seat in advance via the Marco Polo hotline?

Is seat blocking a Diamond Benefit?

You are correct, being a DM didn't mean a thing. In fact, it's totally irrelevant. The behaviour of those staff (which by they may not be CX employee at all but handling agents for CX) was irrespective of your class of travel, ticket type of status. They were just in the wrong job or having a bad day.

As for op-up, well those two agents had no participation in that process, it's all handled by flight control and the only reason why you didn't get an op-up whilst others did was because either 1) there were higher status pax in front of you, or 2) there were other DM's with lower borading pass numbers than you.

And if you certain there were op-up, then that explains why you couldn't block a seat.

I trust your experience is an exception rather than the rule, but you are right, CX should take note.

A lot depends on where it is you are flying from. For example, for years I found Sydney to be the rudest and least helpful of all CX's airport based ground staff for some reason (and no, they weren't using agents). I'll provide you with an example. Upon checking in as a silver, I used the 'internet check in lane' as I had checked in online. At one point CX's ground staff looked at me and said in a snotty voice 'next time may I advise that you not use the Business Class line and check in via the correct line'. I felt as if I were dirt. I politely told her that I was indeed in the correct lane (internet check in, she hadn't realised it) and not the Business Class lane, even though as I silver I was allowed to do so. I was so mad not only at what she had said, but how she had said it. However, this has been an isolated thing. You will always find ground staff who might not have a good knowledge of their company's own policies and procedures.

That said, I'm not sure how others feel but one of the reasons I fly CX is that generally, across the company, I feel they bend over backwards for me. This is certainly the case at present.

My experiences in flying with QF show that what the OP experienced is small fry when you compare the amazingly poor customer service and open rudness of some of their airport staff.

Make sure and write/email so at least they're aware of your unhappiness. Katie Rowen is probably the best person (manager of Marco Polo Club). Not sure what good it will do you but at least the complaint would be lodged.

Yes, I know that. Oftentimes my flights get juggled and I do not have the luxury of calling HK. Sometimes, the flight is booked last minute and the best seats are already blocked or for airport release.

umm..I see no reasons why should you get mad. As you have already known that all the seats were fully booked (was that the case? did you have a chance to wander around the cabin and checked if it's really full?), she simply could not do anything, could she? What would you think she should have done to make you satisfied?
I would understand if she used abusive words even to a non-elite member which I don't think it's the case. As for the op-up, there might have been many DMs on the flight who had lower BN# and therefore they scored the op-up not you.
From my experiences, cx would try to accommodate you as much as they can when they can especially for the top tier members....

From my 2 bits...i find the CX staff on the 1st class counter in LAX horrible (never done the JFK sector) but if they are anything like the cx check in staff at lax i share your pain.....infact many times I've gone across to the business class counter just because i've always had bad impressions from the 1st class check in staff......

As the OP could have blocked the exit row in advance, or done what ever (even these days you can request (not guarentee) to block the seat next to via MPO and they send a request in....however regardless of any of the above, the courtesy and service response from the CK staff is horrible (especially in the US)....

On a brighter note I just got back from LHR last week and as checked in early and the 1st line was empty, my check in procedure was quick, swift and easy, yet the check in agent spent 15 mins chatting with me.....which was very pleasant and she had great customer service skills....(dont worry, I've had my share of bad experiences too at LHR but i'll save them for another forum...)

Bottom line, CX staff is luck of the draw, u sometimes get lucky, or you sometimes wish you never checked in !

I agree with the OP, even as DM you can get very different levels of service depending on the staff on duty or the airport you're departing from. Recently there have been improvements, but I very much sympathize with the OP...if you're stuck on airplanes 3-4x weekly, any little stupid thing can make a difference. She could have at least been polite about it, explained why he couldn't get op-up (probably had a high BN, as someone else explained here), that there were no seats left in Y with empties next to him, etc. Just saying "no", especially when pax are exhausted after meetings/time zone changes/multiple flights etc, is not appreciated. Some (fewer, lately IMO) CX employees can have such an indifferent attitude towards pax. I'm still convinced CX has no idea how to manage people based on this, but that's for another thread.

Being in the service industry, one would know there are 2 ways to decline or say no....a polite way that makes the the customer feel you did what you could, and a rude "not bothering" way.....my guess is this staff used the later....

I'm sure the CX staff perhaps could have done nothing...but she could have alteast made the DM pax feel like she did try, i think as a DM expecting that from all the loyalty travelling...isnt asking for too much....Good service and politeness costs Nothing...but its value to a loyal member is far beyond....

I think it's really subjective. When you already are in the bad mood (time zone change, family problems, bad attitudes, long day meeting etc as other poster named them), you would be still mad even if you heard the nicest thing in the world.

Sometimes being a DM makes your expectation goes unreasonably higher (I myself sometimes has that feeling too). I have never had those kind of experiences yet which makes it hard to believe for me. However, I am also aware that when you choose to be in Y, I'd know how to deal with my expectation i.e. not getting mad (and perhaps speak harshly to the check in lady) when I don't get an op-up or seat blocks when the flight is full

Check in staff at JFK are BA staff. So combined with brusque New York style, and BA standards, I wouldn't be surprised that service ex-JFK is not top notch.

I have learned through my 2-3 years as DM so far that I should not expect anything more just because of DM - except if it's some official/published benefits, and for the priority in getting to talk to someone on the service hotline.

in general, I don't feel from the interactions they show that they value DM too much more or make me feel that my business is valued - and frankly (I think) I'm not even a "low value" DM already...

I have had the same gentleman check me in several times for the afternoon HKG flight. I was shocked when he said remembered me from before. He is 'top notch' and gives CX a positive face. However, I have encountered the LAX check-in agents and it is not fun.