Asia Miles suck. Customer Service sucks, reaching to their Call Centre in Hong Kong sucks even more. I don't even know what better words can describe Asia Miles other than "sucks". You got a complaint about them? They do not CARE about you because they their mistakes, you're just an unlucky one. Too bad.
I attempted to call the Cantonese line on September 7th 12 times, through out the entire day and left voice message. NO ONE called back. No one. So for the last attempt, I went for the English Line and it went through.
The first customer representative FAILED to assist me. I asked to redeem my points for a flight ticket between September 20th to September 26th. He said no available flights are available, please contact our partnered airlines to find out the available flights. I told him that last time when I redeemed my points, one of the staffs actually contacted the partner airlines for me to find out the available flights. He RESPONDED - "BECAUSE YOU"RE LUCKY". Oh really?! Oh I'm SO THANKFUL. OH WOW...yea right.
Checked the partner airlines' website and found available flights. Called back to the English Line and got someone else to check. Spoke to a girl on the phone, again. No available flights and added that they're "system is more updated" than their airline partner's website. Later, she found an available flight on September 27th and said 50, 000 points' needed. I told her..."no...last year (2013), 20, 000 is only needed for round trip tickets from YVR to LAX". Then she replied that it has changed...Well great, guess I can't redeem my points for the tickets.
So I purchased my tickets from Expedia. A LESS FRUSTRATING & WITH BETTER CUSTOMER SERVICE COMPANY. Found a ticket that's on special. Got it and made a complaint on Asia Miles' Facebook and Twitter. Jenny, is one of the staffs that followed up on me via Facebook. Told her what happened and she said she'll get someone to get back to me.
A day after, received a email from one of the staffs. She said she has FOUND AN AVAILABLE FLIGHT ON SEPTEMBER 25TH. "FYI-ED ME THAT ONLY 20, 000 POINTS' NEEDED." Excuse me?! So I emailed back saying that they have MADE MISTAKES AND CONFUSED ME. 1) Only 20, 000 is NEEDED and NOT 50, 000. 2) Available flight on September 25th and not that it's unavailable, although they claimed that their system is UPDATED. 3) They EMAILED back after I said I HAVE PURCHASED A TICKET FROM ANOTHER TRAVEL AGENCY ALREADY
So today, one of their representatives called FROM MANILA (till now I still don't understand why I haven't received a call yet from Hong Kong). Long story short, she told me the lists of available flights. AGAIN, I've mentioned that I ALREADY SAID I HAVE PURCHASED A TICKET ALREADY IN MY COMPLAINTS. Then she said they can't do anything. They can't give any reimbursements, all they could say is "don't worry, this will never happen again, " "sorry, we can't do anything". I asked her to have the complaint forwarded the the Hong Kong's head office; yet, she said that my email's going to be ended up forwarded to the Office in Manila, Philippines. And nothing can be done cause the decision has been done.
I attempted to call the Cantonese line after the call. And...it's the we're busy, please leave a voice message.
Yes, Asia Miles. I GOT IT. NOTHING CAN BE DONE. YOUR MISTAKES, MY PROBLEM. Not only you just lost ME as a customer, you have lost another 2 at the same time. You're welcome and I will continue spreading my honest review upon your poor customer service. I will avoid taking the airlines that's part of the Asia Miles program, have a great day!
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