Have any of the Marco Polo status members here complained to CX
Jan 23, 2017, 9:45 pm
#1
Original Poster
Join Date: Feb 2015
Location: CRK MNL
Programs: CX Gold
Posts: 1,286
Have any of the Marco Polo status members here complained to CX
Have any of you here made formal complaints with CX to air your dissatisfaction with their declining service? Do you think management will act on it?
Jan 23, 2017, 11:21 pm
#2
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
Jan 23, 2017, 11:31 pm
#5
Join Date: Jul 2005
Location: Hong Kong
Programs: CX Diamond, UA Platinum, SPG Plat, Marriott Plat
Posts: 123
I suspect they've heard it all..
The best vote is with your pocketbook if it bothers you that much. The problem likely is from the top and if the direction is to "cost cut" then no amount of complaining will achieve much.
Jan 23, 2017, 11:53 pm
#7
Join Date: Apr 2001
Location: HKG/HND/OOL
Programs: QF Emerald. SQ Gold.
Posts: 3,170
you can lead a horse to water but you cant force it to drink it.
i am indifferent one form or other. choices are plentiful and sooner they bust and result in increase in competition from future hk based career it benefits me
i am indifferent one form or other. choices are plentiful and sooner they bust and result in increase in competition from future hk based career it benefits me
Jan 24, 2017, 12:10 am
#8
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Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
I agree with our findings but i dont quite agree with ur conclusion
i think mpc is worth it for those high rollers who get fed business lunch/dinner/Flounge food before heading onto the plane to sleep in J/F.
MPO in turn gives them goodies n flexibilities that you wont get unless ure a DM.
they the DMs probably wouldnt even care about our complaints either
i think mpc is worth it for those high rollers who get fed business lunch/dinner/Flounge food before heading onto the plane to sleep in J/F.
MPO in turn gives them goodies n flexibilities that you wont get unless ure a DM.
they the DMs probably wouldnt even care about our complaints either
Jan 24, 2017, 12:28 am
#9
Join Date: Jan 2014
Posts: 564
yes and no for me too.
I have generally found that complaints made e.g. in writing get a very formulaic response which often doesn't address the issue at all. Cathay seems to view them as statistics to be got through in terms of response, rather than free, valuable insights from customers which could point them to some underlying problems with their service delivery and/or business model. I have had more responsiveness when complaining in person but normally that is limited to a specific operational issue.
I have generally found that complaints made e.g. in writing get a very formulaic response which often doesn't address the issue at all. Cathay seems to view them as statistics to be got through in terms of response, rather than free, valuable insights from customers which could point them to some underlying problems with their service delivery and/or business model. I have had more responsiveness when complaining in person but normally that is limited to a specific operational issue.
Jan 24, 2017, 12:38 am
#10
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
Yes and No..
This is the usual canned response I get every time I send a feedback.
This is the usual canned response I get every time I send a feedback.
Thank you for contacting us. Your feedback is extremely important to us as it gives us an opportunity to improve our services.
I understand that you were upset by your recent experience, and would like to apologise if our service was not up to the standards you expected.
We certainly appreciate our valued members like yourself sharing their views and concerns with us, as it is feedback from our frequent fliers that enables us to identify areas where there is room for improvement. I regret to learn that you have been left disappointed with our meal service and do apologise for any displeasure resulted. This incident has been brought to the attention of our Catering team for their review and follow up.
Thank you once again for bringing your concerns to our attention. I very much hope your next experience with us will be more enjoyable.
I understand that you were upset by your recent experience, and would like to apologise if our service was not up to the standards you expected.
We certainly appreciate our valued members like yourself sharing their views and concerns with us, as it is feedback from our frequent fliers that enables us to identify areas where there is room for improvement. I regret to learn that you have been left disappointed with our meal service and do apologise for any displeasure resulted. This incident has been brought to the attention of our Catering team for their review and follow up.
Thank you once again for bringing your concerns to our attention. I very much hope your next experience with us will be more enjoyable.
Last edited by FlyPointyEnd; Jan 24, 2017 at 12:45 am
Jan 24, 2017, 2:43 am
#11
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
I was just told flight im on is "full" but they arent willing to move me on standby (can only standby for same calendar day w a fee)
they better not be looking for volunteers tmr
they better not be looking for volunteers tmr
Jan 24, 2017, 3:16 am
#12
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,800
The missus has just bought an Ivanchu plush toy. I can stick pins in him on request from any of you.
Jan 24, 2017, 3:42 am
#13
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
Jan 24, 2017, 4:10 am
#14
Join Date: Jan 2017
Programs: Cathay Pacific, Air Astana
Posts: 102
Well, I was scathing in the recent survey - but I suspect my response would at best get "aggregated" (although I did give permission to pass on my MPC number)
But no, I don't see much changing for those of us who've been loyal customers for over 15 years, but who have usually turned right on boarding.
Unless and until there's a proper clear-out at the top levels of CX, I suspect CX will continue to wane, sadly.
But no, I don't see much changing for those of us who've been loyal customers for over 15 years, but who have usually turned right on boarding.
Unless and until there's a proper clear-out at the top levels of CX, I suspect CX will continue to wane, sadly.
Jan 24, 2017, 7:58 am
#15
Join Date: Dec 2008
Location: Hong Kong
Programs: CX DM
Posts: 1,140
Well, I was scathing in the recent survey - but I suspect my response would at best get "aggregated" (although I did give permission to pass on my MPC number)
But no, I don't see much changing for those of us who've been loyal customers for over 15 years, but who have usually turned right on boarding.
Unless and until there's a proper clear-out at the top levels of CX, I suspect CX will continue to wane, sadly.
But no, I don't see much changing for those of us who've been loyal customers for over 15 years, but who have usually turned right on boarding.
Unless and until there's a proper clear-out at the top levels of CX, I suspect CX will continue to wane, sadly.