Frustrated Qantas customers are waiting longer than ever to speak to a call centre agent. Hold times of well over an hour are now normal, and numerous members have reported waiting 3 or even 4 hours. Call dropouts and promises of call backs that don’t eventuate also make the long list of complaints from members.
The blowout in call centre waiting times became a major problem earlier this year, yet it’s only getting worse.
It appears that Platinum frequent flyers have been spared. Platinum members have reported that calls are still being answered promptly. However, even Gold and Silver members are experiencing lengthy periods on hold.
Although Qantas has remained tight-lipped on the reasons for the recent drop in service standards, it is likely a result of recent call centre closures in Brisbane and Melbourne. Calls are now answered by staff in either Hobart or Auckland. While the closures are likely to have reduced costs for Qantas in the short-term, at least one member believes that a lack of basic customer service will lead to a loss of loyal customers in the longer term.
To receive faster service, one member suggests calling at off-peak times during the middle of the week. Some members have also been making use of the call back option offered during busy periods. It may also be possible to get through more quickly by using the chat box on the Qantas website.
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