Long hold times - normal?

[cmon0005]

After having to make some changes to my Mother in law's QFi Booking, to help her out I tried calling QF reservations last night was on hold for 29mins before I gave up, tried again later on hold for more than 18mins gave up again.

Tried this morning at 8:30am on hold for almost 21mins gave up again.

I know my mother in law is only bronze but is the level of service we should now expect, or is this unusual long wait time?

Tempted to call the premium desk if this continues, even though I am against calling premium unless its for me!

 

[mannej]

I'd suggest those wait times aren't normal.

 

[cmon0005]

Tried again @ 10am, after 26mins finally got through, and a very helpful lady helped me out.

All the hold times combined = 94mins!

Lets hope I don't have to call for my mother in law again

 

[blackcat20]

I normally use my QFF number even when I call for someone else... but as a NB I got some seriously long wait times.

 

[BD1959]

Tried again @ 10am, after 26mins finally got through, and a very helpful lady helped me out.

All the hold times combined = 94mins!

Lets hope I don't have to call for my mother in law again

Was the very helpful lady helpful enough to answer whether the time on hold was normal (in QF's book) ??

Regards,

BD

 

[JohnK]

As a Platinum I was on hold ~19 minutes last week.

I don't think that is a good sign.

 

[Katy]

When is/was the call centre transition due to take place?

 

[Vim Fuego]

this is a common complaint on the Qantas Facebook page

 

[cmon0005]

Was the very helpful lady helpful enough to answer whether the time on hold was normal (in QF's book) ??

That's the one thing I forgot to ask BD, was just happy to have my issue sorted with minimal cost

 

[AustraliaPoochie]

When calling these places, plan to call when you have some time...
NEVER EVER give up your spot in the Q!
((You have placed in a queue, the expected wait time is xx mins, please hold)) for me, I never put down the phone. Though: got the VA scam phone call today, I put phone down after I said hello, heard the speil, its electronic voice.

 

[Captain Halliday]

After having to make some changes to my Mother in law's QFi Booking

Calls related to mother in law bookings should be given the highest priority. They should also get a free upgrade to F on a one way flight to somewhere very remote. Some of you were thinking it.

 

[cmon0005]

Well after successfully making changes today the updated itinerary/ticket never came through so have to call again, wait time over 35mins so far!!

Hope my mother in law appreciates the effort I had to go through

 

[mannej]

Well after successfully making changes today the updated itinerary/ticket never came through so have to call again, wait time over 35mins so far!!

Hope my mother in law appreciates the effort I had to go through

Is there not a link in the new MMB page that allows you to do this online?

 

[cmon0005]

Is there not a link in the new MMB page that allows you to do this online?

I've tried doing that 4 times over the past couple of hours with no success.

 

[mannej]

I've tried doing that 4 times over the past couple of hours with no success.

That being the case - has it been re-ticketed yet?

 

[cmon0005]

That being the case - has it been re-ticketed yet?

Yes it has been re-ticketed, I hung up after being on hold for 40mins, then tried the ticket re-send option for a 5th time and it finally came through!

I've wasted far too much time on the phone to QF today and last night!

Thanks all for all your comments, hope I don't have to call the 'Bronze' line again