rickywk

No status, just AM member

Rain187

That wasn't really true, I tried this trick once when I was a green and the English CS picked up the phone turned out to be an Indian and even the ticket office is not from HK when she helped me to re-issued the ticket. So i guess the Eng line is not managed by the HK centre.

cyster2007

Wongo

I confirm that too for my AM redemption 9 months ago.

sy7217

Except DM, all English line is managed by the Phillipine call centre, you can get faster to them but they are not well trained for complicated case.

transparent

Made an AsiaMiles booking last month that needed to be done via the phone as it was a OneWolrd multi-carrier booking within 12 days and apparently those cannot be searched or requested online?

Anyway, as OP noted... calling AsiaMiles is probably one of the most frustrating experiences ever.

A couple notes from my experience:

-- They do call back, eventually. But usually like days later, when availability may have changed.
-- If you get the dreaded "All lines are busy, please leave a message", just hang up and call again. I don't think they have any sort of intelligent queueing system. It seemed random, sometimes it would go through after trying 2-3x, others it would take 10+ times.
-- Time of day didn't seem to matter, nor did language (I tried Mando and English).
-- Front line agents are not trained well for non-straightforward requests. Supervisors are much better, but you'll need to ask for one to call you back. They do at least call back usually within 12-24 hours.

Ultimately, I was able to complete a redemption-- even though the program rules for OneWorld multi-carrier one way awards are non-sensical, and it ended up costing more than I first thought. Took maybe 2-3 days of constant calling and waiting for call backs to get it done.

davidtai

Mind to tell what kind of non-straightforward requests did you ask?

transparent

I was trying to make a one-way booking on Oneworld carriers, that had a connection. It was not 100% clear from the rules whether this was ok or not, it did show the availability online when searched multi-city. To me, the rules appeared to say you could make one-way bookings on Oneworld multi-carrier bookings, especially since the table on the flight awards page indicated it was possible: https://www.asiamiles.com/en/redeem-awards/flight-awards/flight-award-chart.html

Even careful reading of the rules, does not explicitly say Oneworld multi-carrier awards require a round-trip or one-ways needed to be direct.

The front-line agents were not familiar with the rules and I was told different reasons why they could not complete the booking I wanted (A-B-C on two Oneworld carriers), finally I was informed that the only way to make my booking would be by booking each segment as two one-ways separately and priced accordingly.

percysmith

Once you book two partners in same booking you've created a oneworld booking, need to use the oneworld chart and must end at country of origin.
I'm not surprised the agents cannot directly tell you that given the level of training and turnover, beyond saying "the system says no".
Splitting into two bookings is the correct solution.