Asia Miles typically gets high ratings in customer service satisfaction surveys.
As you probably know, Asia Miles recently “upgraded” their systems, but this has created many headaches and their phone lines have been jammed. I personally haven’t noticed any changes to the web site from the user end, so I hope this was well worth it. My typical experience when calling is that the customer service line is either busy, or reaches an agent almost immediately. If I have to hold, usually I will hang up and try again later to try to get that agent right away.
Due to the phone lines being constantly busy, I decided to e-mail Marco Polo back on Feb 27 so I didn’t have to sit on the phone for hours. But this one takes the cake, a 2.5 month delay in replying to an email. I guess I should give them kudos for eventually answering and not ignoring the e-mail though. Two thumbs down for Asia Miles, and especially Marco Polo, since we’re supposed to be the more loyal customers.
From: Christopher [email@example.com]
Date: February 27, 2012 12:03:33
To: The Marco Polo Club [firstname.lastname@example.org]
Subject: Re: Award (KMM10242940I15977L0KM)
Original Message Follows:
I just want to check what seats if any are available now, can someone
please call my mobile? Thanks.
On Thu, May 10, 2012 at 12:50 PM, The Marco Polo Club <email@example.com> wrote:
Dear Mr Chris
Thank you for contacting The Marco Polo Club Service Centre.
If you would like to speed up redeeming an award flight on Cathay
Pacific, please log on to www.cathaypacific.com and then click “Manage
Your Trip”, “Online Booking”, “Asia Miles Flight Award Redemption” to
make the booking yourself.
Alternatively, we are happy to do this for you, but there will
inevitably be a time delay. However, if you would prefer this option,
please send us the following information by return email: