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Has anyone else noticed of late that the waiting time for the Qantas Call Centre seems to be oddly long. I've had to call them 4 times in the last ...
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  1. #1
    Established Member N860CR's Avatar
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    Qantas Call Centre Wait Time

    Has anyone else noticed of late that the waiting time for the Qantas Call Centre seems to be oddly long. I've had to call them 4 times in the last week or so, and on each occasion I've been on hold for over 30 minutes. And this is the "Priority" Qantas Club line. Standard? Or has it been a bad week?

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  3. #2
    Moderator serfty's Avatar
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    What's this and Why?
    Several call this and the maximum wait has been about 15 seconds including the "Calls may be recorded message".

    Of course, that's after entering my WP number ...

  4. #3
    Established Member MelUser's Avatar
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    Re: Qantas Call Centre Wait Time

    I think it depends on your customer value number given by the Altea software which Qantas uses.

    To put it simply, calls are answered in priority based on your status - Chairman's lounge, Plat, Gold and then down the line.

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    Established Member Nigelinoz's Avatar
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    Re: Qantas Call Centre Wait Time

    Quote Originally Posted by MelUser View Post
    I think it depends on your customer value number given by the Altea software which Qantas uses.

    To put it simply, calls are answered in priority based on your status - Chairman's lounge, Plat, Gold and then down the line.
    Just a point on that,I can understand Qantas wants to look after its established customer base of premium passengers,that's well and good,
    but maybe they should realise that just because somebody may be a bronze FF member doesn't mean that they don't want to enquire about booking an F return SYD-LHR,
    perhaps this is why Qantas is losing some previously loyal customers,just a thought.

  7. #5
    Member FL360's Avatar
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    Re: Qantas Call Centre Wait Time

    my call to Qantas yesterday was a 20 mins wait,
    It has been longer than usual, I suspect that
    they might get a lot of calls lately because of their
    route cancellation...... which is expected...

  8. #6
    Member Skoogle's Avatar
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    Re: Qantas Call Centre Wait Time

    Quote Originally Posted by serfty View Post
    Several call this and the maximum wait has been about 15 seconds including the "Calls may be recorded message".

    Of course, that's after entering my WP number ...
    Same here, no problem at all.

    I always enter my own FF number, even when mking enquires for others.

  9. #7
    Senior Member Dave Noble's Avatar
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    Re: Qantas Call Centre Wait Time

    Quote Originally Posted by NIGELINOZ View Post
    Just a point on that,I can understand Qantas wants to look after its established customer base of premium passengers,that's well and good,
    but maybe they should realise that just because somebody may be a bronze FF member doesn't mean that they don't want to enquire about booking an F return SYD-LHR,
    perhaps this is why Qantas is losing some previously loyal customers,just a thought.
    Indeed. Some airlines consider this and do have either a separate 1st, Business and economy booking numbers or on an IVR have a "If you are calling to make / change a 1st or Business class booking press ... " type facility, which seem s v sensible to me

    Dave

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  11. #8
    Senior Member anat0l's Avatar
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    Re: Qantas Call Centre Wait Time

    I have to concur that I enter in my QFF number each time and as my status has improved over the year the response time I've been getting from the QFF service centre has been increasingly quick! As a WP, not only do I have a minimal wait, but as soon as I press 3 for the QFF customer service centre I get answered without needing to go through the second layer of the phone tree.

    Even then, when I was a QF NB (no QC), the average wait time for me was typically 2 minutes in the best of times and 8 minutes in the worst of times. And there was one time when I was a QF NB and I made a smattering of calls to QF (thank goodness for having plentiful credit on the mobile). Route cancellations, inclement weather or incidents can easily bump up the time, so perhaps I've been fortunate to dodge such times when calling QF.

    Building in an extra layer of tree to cater possibly for international J and F customers would be nice, although just like the Express line at the store I wonder how many people will intentionally use such an avenue to be answered even if they are not enquiring about their J or F ticket and/or they aren't even flying J or F... (and don't say well then key in your PNR - imagine the rage people will flare up when they complain that why should I be expected to know what is a PNR, or know where I can find my PNR, or have my PNR handy when I call you, etc. etc. - remember, people are dumb!)
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  12. #9
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    Re: Qantas Call Centre Wait Time

    Quote Originally Posted by anat0l View Post
    Building in an extra layer of tree to cater possibly for international J and F customers would be nice, although just like the Express line at the store I wonder how many people will intentionally use such an avenue to be answered even if they are not enquiring about their J or F ticket and/or they aren't even flying J or F... (and don't say well then key in your PNR - imagine the rage people will flare up when they complain that why should I be expected to know what is a PNR, or know where I can find my PNR, or have my PNR handy when I call you, etc. etc. - remember, people are dumb!)
    They could just say booking reference as they do on the Manage Your Booking section. But given the construction of booking references, those key presses on a phone refer to a wide range of possible references, which might be more of a problem.
    Something big is about to happen.

  13. #10
    Established Member pauly7's Avatar
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    Re: Qantas Call Centre Wait Time

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    As a Gold FF I can't even remember being put on hold at all in the last 2 years!

    Dimly remember Bronze days, think I have held for a couple of minutes then.

    Nothing compared to AAPT (If you are impatient - NEVER use them. EVER. Average wait time is about 20 mins Grrr)

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