Perhaps that is the procedure for telephone numbers it doesn't recognize. While it recognized my number, I had no way to go to a regular menu to speak to an agent when asked for a non-existent PIN. Even if you enter the wrong thing, it will redirect you to an agent (who can help you set your PIN), though the agent would still need to verify your identity in this case.

In my case it simply repeats the request to enter my (non-existent) PIN over and over again without transferring me to an agent.

jumped through all the hoops to get the PIN number etc

BUT despite my Gold level and first class booking, had to wait for over 15 minutes, listening to the incredibly inane and annoying endlessly looping advertising for their online services!

service levels are rapidly going further down the toilet (no doubt thanks to all the wonderful cost cutting) - and more cost cuts are coming: http://www.tradearabia.com/news/ttn_179697.html

remarkable that EK now even manages to make my blood boil even before I take off!!!

As sure as night follows day...

Just choose another bloody airline!

I'd rather have them fix this one, as I have to fly them due to company restrictions ...

Since you seem to be an EK employee, perhaps you can send the message upstairs???

just to add my 50 cents worth. Just tried to cancel a flight and called the normal call centre number. Like most people I do not have a pin number. Waited 12 minutes for an agent and I asked to them to cancel my flight. I was told this was not possible I had to be transferred to reservations. I asked if i could be put through to the section that deals with the PIN system. Was told to ask reservations to put me through once I had cancelled my flight. Waited and waited and waited finally after being on the phone for 27 minutes everything was completed. Now I may be wrong but i am sure i have never received anything from Skywards regarding the new system.I asked one very simple question why did Skywards not send out a mail to all their members explaining the new system and allowing them to activate the new system online I am sure that the new system will be of benefit to everyone but what a pain to get it activated.

As a comparison - I just called the Etihad call centre (though it is 11:30 pm here in Dubai so I guess not a very busy time). After selecting Arabic/ English, you can enter your FF number, which I imagine gives them all the details (the Guest centre was closed, so didn't get to verify this). The good thing though was the call was answered in 1 ring, unlike EK on which it seems like everyone has had to wait for a very long time. I always have this problem with EK in Singapore too, where I invariably need to call 3-4 times to actually be able to get through to someone. The US call centre is pretty good though.

Hi Ung1,

Out of interest - what do you need to call them about so often? Out of the many Emirates flights I have travelled with them - I think I have only had to call them two or three times.

One to change a flight date & the other time to make sure my car was booked as I hadnt recieved a email. Both UK and HKG call centres picked up immediatley.

Everything else has been sorted online with minimum fuss...

Just curious.

Cheers,

Chris

Haha, I wouldn't say that's really often. It's usually to find out if a change is possible/ make a change, since this can't be done online. I book a lot of tickets with a return date after several months, so I usually need to change the return leg.

Also, the fare conditions are ambiguous, so I need clarifications about that. I don't think I've needed to call about anything other than that - I just use email for all other (Skywards etc) related issues.

As for Etihad, it was re reward tickets. Even though you can book these online, open jaws can't be booked online, and booking two one ways online you end up being charged a huge YQ on a return leg.

Think I just got lucky last night with Etihad. Tried calling their Guest centre today and gave up after being on hold for 10 minutes.

I've called the office in Rome FCO to fix an issue with a booking - excellent customer service experience - and asked info about the pin. The Skywards rep had to request the PIN to an office in Dubai. They will send the PIN by email since the staff in Rome cannot manage it.

Called yesterday and it's changed somewhat. They now ask you to choose English/ Arabic, enter your Skywards number, and then enter your pin. Nothing about recognizing the phone number. Call was also answered in one ring middle of the day, so good show.

It does that when you call from the land line (unrecognised phone) but from my mobile it still recognises me/my status.

This is perhaps only available to Silver/Gold members, with over five million members in the program I'm sure they are unable to extend this to Blue.

Well earlier when it was recognizing my number, I was calling from my landline, so no clue what's going on.

Very few of these 5 mil. members are based in the UAE. Anyway, it's hard disk space that's being used up, so doesn't matter whether its 500 or 5 million.