The new HFP chat thread – Wednesday 15th July

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We have decided to run this new daily chat thread on Head for Points.

Historically, the daily ‘Bits’ articles were the defacto repository for random comments and questions. It is unlikely that the news flow will be so big over the next few weeks that we will need many ‘Bits’ articles, however.

The comments under this article are where you should post questions about travel and, indeed, anything else on your mind. At this tricky time, and given that many of you are stuck at home self-isolating, we want the HFP community to have a place to chat.

Please only comment under the main articles on the site if your comment is directly related to the topic of the article. This has long-term benefits as its keeps the commentary relevant for people who read those articles in the future.

By default, HFP shows the last page of comments under the article. If you want to see the first page of comments and read them all from beginning to end in order, click here: https://hfp2022.headforpoints.blog/2020/07/15/the-new-hfp-chat-thread-wednesday-15th-july/comment-page-1. The page will refresh with this article but the comments will now show the first page and not the last page.

Old chat threads are hidden from the HFP home page. If you want to look for something in an old thread, click here. This brings up all the articles in our ‘General’ category which includes the chat threads.

Category

General

This article is closed to new posts. Discussion continues in the HfP Forums.

EOC says:

15 Jul15 July 09:15

Offer is only valid for the main cardholder not supplementary. Says in t &c. I had a two minute friendly chat with Brighton to establish this…
- Martyn Ford says:
  
  15 Jul15 July 09:18
  
  My experience of AMEX on the `phone is as good as I have known anywhere.
- Travel Strong says:
  
  15 Jul15 July 12:18
  
  Also agree that customer service from AMEX via telephone is better than anything I have ever experienced with any other company
Peter K says:

15 Jul15 July 09:32

So you are not the main cardholder but wanted access to certain rights of the main cardholder (fee waiving)? I can see why they couldn’t discuss that with you.
Paul says:

15 Jul15 July 09:41

My experiences in the last few months with both the Chat and calls have been dire and I am a long standing Platinum card holder. If you get Brighton on the phone its not so bad but the Manila support is scripted to a ridiculous extent and they cannot and will not budge from the script no matter the issue.
I have no offers on my BAPP card and have not had any in around 3 months. Those on my platinum card are just pathetic though I have taken advantage of the Apple and Dell offers but neither of these is exactly a reward for loyalty during this plague.
I tried to cancel my card around 6 weeks ago and got offered nothing. If it were not for the insurance I would not be hanging on.
- Andrew says:
  
  15 Jul15 July 09:52
  
  When you get through to Manilla, you can ask to speak to Brighton and they put you through without hesitation.
Aaron says:

15 Jul15 July 09:58

People like you are the reason I could never work in customer service.
The Urbanite says:

15 Jul15 July 10:16

If you’re going to use the chat for any points related issues, the procedure is to get them to raise a complaint at the earliest opportunity and certainly before they offer to connect you with a “manager.”

Somebody with technical knowledge of the offers and points will then review it and provide a sensible response.
Martha says:

15 Jul15 July 10:33

Hi. I have just received the following for my easyjet flight in August, with the outbound flight time being changed by over 5 hours.
I really want to cancel and get a refund. What are my rights?
Thank you very much
1. Switch to an alternative easyJet flight* without having to pay a change fee. Our schedule of flights is available to book until (May 2021) giving you plenty of opportunities to fly with us at a later date.

2. Claim a voucher for the full value of your flight.

3. If neither of these options work for you, then please contact our customer service team on 0330 365 5000
- Sandra says:
  
  15 Jul15 July 12:56
  
  My understanding is that if it is only the time that has changed you are covered by airline t & c’s so you will probably have to accept what they are offering unless you call and can persuade them to refund. If the actual flight number has changed (which is unlikely if it’s just a time schedule change) then you should be covered under EU rules and can request a refund.
- pauldb says:
  
  15 Jul15 July 13:48
  
  Yes for a 5 hour delay you are entitled to the option of a full refund. This is Article 6(1)(iii) on the EU261 Regs. https://eur-lex.europa.eu/resource.html?uri=cellar:439cd3a7-fd3c-4da7-8bf4-b0f60600c1d6.0004.02/DOC_1&format=PDF
- Martha says:
  
  15 Jul15 July 14:09
  
  Thanks for your replies. after 2 hours waiting, they agreed to full refund
Coucou says:

15 Jul15 July 10:41

Your attitude and sense of entitlement are appalling.
AJ says:

15 Jul15 July 11:01

agree, their customer service is appalling now, a shadow of what it was a few years back. They used to be one of the best when it came to CS, always put things right and didn’t waste time in doing so. Now, totally useless. No doubt the result of offshoring and cost cutting.

I’ve been trying to get the shop small offer added to my card and my supp cards. Some agents add the offer right away, some tell you it can’t be done, some send to back office where it takes weeks.