upgraded M&S?
Dec 31, 2018, 10:07 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
upgraded M&S?
I tried to cancel an award ticket online but couldn't. Called into a TK sales office on my travels and tried there - they had the same problem and told me it's because my booking (a couple of months old) was made before the "big revamp" of the M&S system. So one of the enhancements is that I have to mess about with the call centre. An unexpected pleasure.
But what was the big revamp, and what benefits did it bring? I clearly missed something....
But what was the big revamp, and what benefits did it bring? I clearly missed something....
Jan 1, 2019, 6:16 am
#2
Join Date: Dec 2014
Location: HEL
Programs: AY+Plat
Posts: 862
Jan 1, 2019, 11:45 am
#6
Join Date: Oct 2004
Location: UK
Posts: 415
The hassle to get the wrong mileage accrual for TK flights fixed.......unbelievable, two calls with different agents on the "Elite" line 20 and 22 mins respectively to be then told they can't fix it and I needed to send in a feedback comment from the website which eventually got rectified after I called again to follow it up.
The other thing I learnt is when calling TK and the automated system asks "Do you wish to participate in a feedback survey at the end of the call ?", be sure to answer "yes" this way then the service, speed of call and responses is way way faster.
If you don't I'm pretty sure they are handling multiple calls and putting you on hold in between talking to different people. Both the first two calls literally took 10 mins of me being on hold just for the agent to access my account of which they had all the details anyway through the automated system, to then be kept being told Mr XXX "please hold" and then "please hold for a moment", when they know your going to give feedback at the end of the call it's funny there is no request to hold or delay in accessing anything.