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Cathay Pacific Asia Miles and Marco Polo customer service

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 []
Date: February 27, 2012 12:03:33
To: The Marco Polo Club []
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 <> 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 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:

3 Responses
  • Lo,Catherine kit ling
    Sunday, September 27, 2015

    I want to claim missing miles.when I login,even my email address is correct ,still say a problem with the format of my email address. why?

  • dinh ngoc kiet
    Saturday, March 22, 2014

    hi,my name kietdinh my miles exper in mar 31 2014, can you give ext for 2 month,because I have plan go over sea in 2015. thank

    • HKTravelBlog
      Saturday, March 22, 2014

      I don’t think Asia Miles will offer you any extension of two months. They will for 30 days if you pay a fee. If you’re an elite level member you can try calling and asking.

      “The validity of Cathay Pacific/Dragonair flight awards and Upgrade Awards can be extended for a maximum of 30 days from the original ticket expiry date for a service fee of USD50 or 5,000 Asia Miles. The validity of other partner awards cannot be extended.”

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