Just wanted to share my experience. I don't know if it helps anyone, but writing might just release my pain...
I bought a flight at Cathay website. From Malaysia to Beijing and back from Shanghai. There were 4 price options. I chose a fare that gave me full bonus miles and which was flexible for changes as the I expected there might be change for return flight needed.
So. I ended to choose the second highest fare with flexibility to for changes and full miles. Fly off to Beijing. After few days in Beijing I already got to know I need to postpone the return ticket by one day. Called up Cathay China call center (as the electronic ticket refers to contact nearest call center for changes). Went through the frustrating dial menu, selecting english and that i want to speak with a human being. Finally was waiting for an answer... For half an hour... For one hour... Until i had to go for a meeting. After meeting in the taxi was calling all the time on my way to Beijing airpot (abt 1 h ride)... No answer.
At the Beijing airport I found Cathay ticket counter and asked to make a change. They told me as it was bought online, they can not make any changes!!! Anyway, the regulations are not the clerk fault, so I walked away and called to Hong Kong (main) call center. Suprisingly got someone to answer the phone right after going throught the dial menu! Great response time, which was good as calling international call from roaming mobile phone network is not cheap.
Suprise, suprise... Can not change the ticket in the Cathay main telephone sales office - because ticket bought online! She gave me a number for "online support" if they could make the change... And you know what. Same as with China call center. Nobody picking up the call. I called all the time while waiting my flight to Shainghai. And after arriving in Shanghai - all evening at my room phone was ringing without answer. I even sent a telefax, but no any reply.
So I had no choice than book new flights. Called up to Ctrip (great telephone service btw, if you even need to buy ticket in China, warmly recommend). Booked new flight for my return trip and sent feedback at Cathay web site.
SUMMARY:
I bought a ticket which cost me double to the cheapest option as I wanted flexibility to change my return flight and needed miles to upgrade my status.
RESULT:
I had no flexibility and lost the miles and lost the chance for upgrade. I would call this a fraud from Cathay. They REFUSED to make the change when I had change to talk their people. I would have same result with the cheapest ticket option.
LESSON:
If you buy ticket online at Cathay web site, you are kind of outlaw. Nobody will make a change for you. And you can not make it online either - the web site tells you to call the telephone sales to make it... And now you know where that ends.
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