They say there's no fool like an old fool and, at the age of 72, I am one - in relation to my Cathay Pacific frequent flyer balance.
As outlined in a separate posting, I had a balance of about 190,000 points that were due to expire on 31 January 2023. Due to the pandemic, the balance had been static for some time.
In response to an email from Cathay Pacific that I needed to "action" my account to avoid losing the entire balance, I made an accommodation booking (approximately 44,000 points) for a forthcoming (next month) trip. I thought that would do the trick and was a little surprised when on 1 February 2023 my remaining balance of 144,480 points was cancelled. Big fat zero is what I have!
I tried to contact Cathay Pacific through their "WhatsApp" service. It said to expect delays "because of higher than normal call volumes". After eight hours, I got through to an agent and explained my issue. The agent spoke in "standard sentences" but sort of got the message I was trying to convey. After some time, I was advised that my issue would have to be referred to a different team. I heard no more.
The agent also explained that the usual waiting time was about 12 hours so I had done pretty well only waiting eight. Fair enough.
Several days later I phoned Cathay Pacific and go through to a live agent who understood my issue and said the points balance should be able to be reinstated but she would have to email another team. Fair enough, Again.
Still nothing heard. So, yesterday, 20 March 2023, I decided to delve into the fine print of the Cathay Pacific and, after quite some detective work, found some fine print that explained there was a minimum requirement when using points to book accommodation. I accepted that my 44,000 points was well below that minimum (one night not five).
So, as a silly old fool, I've accepted defeat and in the words of Norman Banks (an old radio commentator in Melbourne) "sometimes ladies and gentlemen you have to write "debit experience" on the cheque butt [remember those?] and move on"!
Regardless, it makes one wonder why "agents" are able to give incorrect or misleading information without consequence - despite staff shortages and higher than normal call volumes - and, why, the background why decisions are made (e.g. the cancellation of my points) is buried in the hard to find fine print rather than exxplained in plain words and simple sentences.
Again, there's no fool like an old fool?
Hopefully, my partner and I will enjoy our forthcoming 44,000 point night at the Crowne Plaza Hotel at Singapore Airport.
Paul in Melbourne
As outlined in a separate posting, I had a balance of about 190,000 points that were due to expire on 31 January 2023. Due to the pandemic, the balance had been static for some time.
In response to an email from Cathay Pacific that I needed to "action" my account to avoid losing the entire balance, I made an accommodation booking (approximately 44,000 points) for a forthcoming (next month) trip. I thought that would do the trick and was a little surprised when on 1 February 2023 my remaining balance of 144,480 points was cancelled. Big fat zero is what I have!
I tried to contact Cathay Pacific through their "WhatsApp" service. It said to expect delays "because of higher than normal call volumes". After eight hours, I got through to an agent and explained my issue. The agent spoke in "standard sentences" but sort of got the message I was trying to convey. After some time, I was advised that my issue would have to be referred to a different team. I heard no more.
The agent also explained that the usual waiting time was about 12 hours so I had done pretty well only waiting eight. Fair enough.
Several days later I phoned Cathay Pacific and go through to a live agent who understood my issue and said the points balance should be able to be reinstated but she would have to email another team. Fair enough, Again.
Still nothing heard. So, yesterday, 20 March 2023, I decided to delve into the fine print of the Cathay Pacific and, after quite some detective work, found some fine print that explained there was a minimum requirement when using points to book accommodation. I accepted that my 44,000 points was well below that minimum (one night not five).
So, as a silly old fool, I've accepted defeat and in the words of Norman Banks (an old radio commentator in Melbourne) "sometimes ladies and gentlemen you have to write "debit experience" on the cheque butt [remember those?] and move on"!
Regardless, it makes one wonder why "agents" are able to give incorrect or misleading information without consequence - despite staff shortages and higher than normal call volumes - and, why, the background why decisions are made (e.g. the cancellation of my points) is buried in the hard to find fine print rather than exxplained in plain words and simple sentences.
Again, there's no fool like an old fool?
Hopefully, my partner and I will enjoy our forthcoming 44,000 point night at the Crowne Plaza Hotel at Singapore Airport.
Paul in Melbourne
we work too hard for the points ot be fobbed off.
