New DXB call centre feature
May 27, 2010 | 9:00 am
#1
Original Poster
Join Date: Oct 2009
Location: OSL
Programs: QR Plat | SK Diamond | A3 Gold
Posts: 4,612
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. ^
May 27, 2010 | 11:24 am
#3
Original Poster
Join Date: Oct 2009
Location: OSL
Programs: QR Plat | SK Diamond | A3 Gold
Posts: 4,612
May 28, 2010 | 4:24 am
#4
Moderator: Emirates Skywards and Qatar Airways Privilege Club
Join Date: Mar 2010
Location: 12R/30L
Programs: EK Gold|EY Gold|Bonvoy Ambassador| IHG Plat|HHonors Diamond
Posts: 2,850
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..
Hope the new system improves things..
May 28, 2010 | 7:24 am
#6
Original Poster
Join Date: Oct 2009
Location: OSL
Programs: QR Plat | SK Diamond | A3 Gold
Posts: 4,612
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.
May 29, 2010 | 3:49 am
#10
Original Poster
Join Date: Oct 2009
Location: OSL
Programs: QR Plat | SK Diamond | A3 Gold
Posts: 4,612
May 29, 2010 | 5:19 am
#11
Join Date: Apr 2008
Location: London LON; Rome FCO
Programs: KM P, DL S | SPG G, HH S | Hertz PC, Sixt Plat
Posts: 1,370
May 29, 2010 | 6:02 am
#12
Join Date: Aug 2000
Location: Exile
Posts: 16,064
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.
May 29, 2010 | 7:21 am
#13
Original Poster
Join Date: Oct 2009
Location: OSL
Programs: QR Plat | SK Diamond | A3 Gold
Posts: 4,612
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.
May 29, 2010 | 10:02 am
#14
Join Date: Aug 2000
Location: Exile
Posts: 16,064
May 30, 2010 | 8:43 am
#15
Join Date: Aug 2007
Location: Dubai, UAE
Programs: BA Gold, GGL, Virgin Silver, Skywards Platinum, SPG VIP
Posts: 193