New DXB call centre feature
 

Thought I'd share this on the forum. Called EK here in DXB today and instead of choose 1 for Arabic and 2 for English and a long menu thereafter, it said that from the number you are calling from, we know you are a Skywards Silver member. Please enter your pin (which I had to set after speaking to an agent), which then allowed me to speak to a CS rep about a booking. It seems to give them details of your account/ name/ flights etc. Good job EK. ^

Just tried it from my phone, picked it up straight away .. Brilliant :D

Oh I still had to wait for the longest time to have my call answered.

I have noticed their response time is very long these days. Called 3 times last week and after a 10 mins wait just gave up. They used to pick up straight away when you pressed 1 for F&J and even Y was not bad (2-3 mins at most). Now even with F they don't answer....!

Hope the new system improves things..

It seems to work from my mobile but not from my landline. I guess the caller ID being transmitted must be in a different format.

ung1, how do you set the PIN number requested?

I think they recognize it from your Skywards profile, so perhaps your landline number isn't entered?

I didn't have a pin, so spoke to an agent, who after verifying my identity, redirected me to an automated message that allowed me to enter my pin.

just experienced this! excellent

Welcome to FT freakstar!

Keeps asking me to enter my FF number. :(

My profile does have my mobile number in it.

The personal identification number it asks for is not your FF number. It's a 4 digit no. you need to set.

Called from my mobile, which is saved in my profile, but it asks both the FF number and the PIN number. Does anyone know how to set this PIN?

How do you actually get to speak to an agent though if you can't enter the PIN? The system keeps prompting you to enter the PIN, which obviously you cannot do until it has been set.

I entered a random number (my FF number thinking that's what they wanted) and got put on hold to speak to an agent, who already had my details.

Sneaky. I wouldn't risk doing that myself though. I'll just stick to using the landline which doesn't have this problem.

It askes me to enter my FF number if I am a member of skywards and then proceeds to ask me for my PIN as a next step.