Problems trying to upgrade?
Mar 31, 2016 | 4:00 am
#1
Original Poster
Join Date: Aug 2005
Posts: 3,438
Problems trying to upgrade?
I've been trying to upgrade some TK flights for days now and I keep being told by the TK phone agents that they are having computer problems and nothing is going through at the moment and all I can do is keep calling back.
Having upgraded easily on almost every occasion in the past when I've called, I tend to give them the benefit of the doubt, but I am still wondering what is going on.
Anyone else having an issue?
Having upgraded easily on almost every occasion in the past when I've called, I tend to give them the benefit of the doubt, but I am still wondering what is going on.
Anyone else having an issue?
Mar 31, 2016 | 6:16 am
#2
Join Date: Aug 2010
Programs: TK Elite, SAS EBG, Hilton Gold, QR Silver
Posts: 2,307
They always say that when they refuse to do their job properly. Don't know how many times I've been told "the system is down" for even simpler requests. Wait a few hours and call again.
Apr 1, 2016 | 5:50 am
#3
Join Date: Dec 2011
Location: DTW
Programs: TK E+, WY, Radisson R
Posts: 2,359
System down my azz, it's really getting tiresome, I can't remember how many times I have called and always had system down, including simple schedule change, to confirm, so I can check-in online.
Apr 1, 2016 | 8:26 am
#4
Original Poster
Join Date: Aug 2005
Posts: 3,438
Calling back repeatedly did indeed work. Seriously, how hard can it be for TK staff to process an upgrade using TK miles on a TK flight? Seems like it should be first day on the job stuff. Irritating to say the least
Apr 4, 2016 | 3:23 am
#5
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 12,781
I think the service from call center depreciates after they have outsourced it - a lot of times I don't get the seats that I want, and once they claimed that the seats are selected but they weren't. I also had trouble trying to upgrade too. Special meals/birthday cake ordered but never shows up......
Apr 4, 2016 | 4:30 am
#6
Join Date: Nov 2014
Location: Milano - Wuxi
Programs: TK M&S Elite+ - Marriott Rewards Gold - Hertz 5 Stars
Posts: 147
i don't know in your countries, but in Italy this is same for each big company with a call center like phone , gas, electricity, internet, banks...
simply they feel they have to give the service, they outsource it to the cheapest cost and give zero training, so the result is that you have a lot of incompetent people trying to do as less as they can. normally the workers are not motivated, between jobs (normally the best ones) or even hopeless people...basically in the end you get no service or you need to try your luck and get the nice employee that works seriously and that can make your day...
fortunately there is always somebody good...
simply they feel they have to give the service, they outsource it to the cheapest cost and give zero training, so the result is that you have a lot of incompetent people trying to do as less as they can. normally the workers are not motivated, between jobs (normally the best ones) or even hopeless people...basically in the end you get no service or you need to try your luck and get the nice employee that works seriously and that can make your day...
fortunately there is always somebody good...
Apr 6, 2016 | 6:05 am
#7
Join Date: Feb 2006
Location: BER
Programs: TK Elite+, MR LT Plat, Rad VIP
Posts: 68
Please help:
Hang up, Call again... does not seem to work for me. :-(
I've been trying to upgrade a flight using E+ vouchers since last week.
Placed several calls to M&S without success:
The system requires entry of the PIN at the end of the upgrade process.
Unfortunately, it does not seem to recognize any PIN entry at all.
Other entries (like M&S number) work fine.
PIN works fine, too (tried it several times on the webpage).
Since the call center is still unable to help me after 7 calls, I used the online contact form:
First one (complaint) was simply dismissed with just one plain sentence "no mistake was made").
Second one still not answered.
My flight is tomorrow.
Any advice?
Hang up, Call again... does not seem to work for me. :-(
I've been trying to upgrade a flight using E+ vouchers since last week.
Placed several calls to M&S without success:
The system requires entry of the PIN at the end of the upgrade process.
Unfortunately, it does not seem to recognize any PIN entry at all.
Other entries (like M&S number) work fine.
PIN works fine, too (tried it several times on the webpage).
Since the call center is still unable to help me after 7 calls, I used the online contact form:
First one (complaint) was simply dismissed with just one plain sentence "no mistake was made").
Second one still not answered.
My flight is tomorrow.
Any advice?
Apr 6, 2016 | 7:08 am
#8
Join Date: Nov 2014
Location: Milano - Wuxi
Programs: TK M&S Elite+ - Marriott Rewards Gold - Hertz 5 Stars
Posts: 147
do it at the airport. go there little in advance and ask at the desk. they'll have to work with the ticket office and send you there as well, but it can work.
thye told me that normally at check-in time they have access to all remaining seats and can easily handle.
i did like this in MXP and was blessed by super nice staff that worked well for me and wife and got the upgrade done in 20 mins by using E+ vouchers.
little patience and a couple of signatures and all was nicely done
thye told me that normally at check-in time they have access to all remaining seats and can easily handle.
i did like this in MXP and was blessed by super nice staff that worked well for me and wife and got the upgrade done in 20 mins by using E+ vouchers.
little patience and a couple of signatures and all was nicely done
Apr 6, 2016 | 6:23 pm
#9
Join Date: Feb 2006
Location: BER
Programs: TK Elite+, MR LT Plat, Rad VIP
Posts: 68
Success, finally!
Thanks, Rescmajster, for the idea!
I actually went to a TK airport sales office today and successfully did the upgrade. ^
Took me less than 5 minutes and just a signature. Award email showed up almost immediately.
Now compare that to 8 calls to the hotline and 3 submissions of the online form (plus a tweet on twitter to the TK_Helpline...) - all without a positive result...
I actually went to a TK airport sales office today and successfully did the upgrade. ^
Took me less than 5 minutes and just a signature. Award email showed up almost immediately.
Now compare that to 8 calls to the hotline and 3 submissions of the online form (plus a tweet on twitter to the TK_Helpline...) - all without a positive result...
Apr 6, 2016 | 6:27 pm
#10
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 102,617
Not everyone has the time and transportation possibilities to go to the airport for simple operations that should be handled in advance by phone.
Apr 6, 2016 | 9:15 pm
#11
Join Date: Nov 2014
Location: Milano - Wuxi
Programs: TK M&S Elite+ - Marriott Rewards Gold - Hertz 5 Stars
Posts: 147
Thanks, Rescmajster, for the idea!
I actually went to a TK airport sales office today and successfully did the upgrade. ^
Took me less than 5 minutes and just a signature. Award email showed up almost immediately.
Now compare that to 8 calls to the hotline and 3 submissions of the online form (plus a tweet on twitter to the TK_Helpline...) - all without a positive result...
I actually went to a TK airport sales office today and successfully did the upgrade. ^
Took me less than 5 minutes and just a signature. Award email showed up almost immediately.
Now compare that to 8 calls to the hotline and 3 submissions of the online form (plus a tweet on twitter to the TK_Helpline...) - all without a positive result...
tomorrow i'll try my luck in PVG
Apr 6, 2016 | 9:52 pm
#12
Join Date: Nov 2014
Location: Milano - Wuxi
Programs: TK M&S Elite+ - Marriott Rewards Gold - Hertz 5 Stars
Posts: 147
the suggestion is anyway to go to the airport to do the upgrade only the day fo departure, not weeks before as they likely can do nothing if you go in advance.
certainly the last day you get your luck depending on the eventual booking availability, but unless the biz class is fully fully booked or even overbooked, it would likely not an issue to enjoy the upgrade
Apr 7, 2016 | 1:43 am
#13
Original Poster
Join Date: Aug 2005
Posts: 3,438
Glad you were successful - and I as well
Apr 7, 2016 | 1:45 am
#14
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 12,781