Qantas Contact Frustration

[ShelleyT]

I've been on hold (13 13 13) for in excess of 2 hours 20 minutes and I'm sick and tired of waiting but I really do need to speak to a Customer Service person. I've been able to use the Live Chat function previously but haven't been able to access it this time round. Does anybody know an easy way to access that as its a great service?

 

[Danger]

I wasn't aware Qantas had a live chat function? Jetstar, yes, but not Qantas.

 

[TomVexille]

I wasn't aware Qantas had a live chat function? Jetstar, yes, but not Qantas.

Yes, I haven't used it, but it does pop up every now and then.

 

[opusman]

Go away and get some status, come back and try again.

 

[Milboo]

Sadly that does not help.

I am QFF Gold and was urgently trying to book flights a few days ago. Tried calling 3 times with wait times in excess of 45 mins plus each time.

Virgin in and Air NZ - straight through on the phones.

Cost me more money for flights but opted to go with an airline I could actually get in contact with.

Try sending a tweet on Twitter.

 

[Dr Ralph]

What you have described is quite normal. In the past I've used snail mail because of the time wasted and the fact that it forces them to waste their time in responding.

 

[OzEire]

Didn't QF just close a call centre (BNE from memory) to consolidate?

 

[JohnK]

This was mentioned in a few other threads. Qantas have staffing issues?

 

[tania73]

The callback system worked quite well for me last week

 

[Mark3000]

Call back system today for QF Gold was 1 hr wait
When my wife called, QF Bronze, call back was not even offered and wait times were almost 2 hrs

 

[MEL_Traveller]

This is the fourth AFF thread on this same issue - which has been going back as far as December (and possible August).

We have been given little explanation other than the call centre is experiencing higher than usual demand.

 

[Tortuga]

It is clearly an issue - Qantas should front up and admit they have a problem so it can be fixed.. The airline finally starts doing well financially and their customer service goes downhill??

 

[Pleb Status]

It is clearly an issue - Qantas should front up and admit they have a problem so it can be fixed.. The airline finally starts doing well financially and their customer service goes downhill??

You assume QF want to fix the 'problem'. They created the 'problem' by closing a call centre and they knew what the result would be.

 

[Tortuga]

You assume QF want to fix the 'problem'. They created the 'problem' by closing a call centre and they knew what the result would be.

I'm hoping that if enough people put forth their complaints about the issue that it will get resolved. I tweeted to them and got a reply apologising saying the feedback would be passed on. It wouldn't surprise me if they hired a company to do a report on what effect closing it would have on wait times etc and the report came back saying not a significant difference.

 

[kitkatff]

The airline finally starts doing well financially and their customer service goes downhill??

congrats, the second part of your sentence explains the first

 

[Deleted member]

Does Red Roo have any comment?

 

[JohnK]

Saw a comment from Red Roo on another thread.

The premium desk appears to be answered promptly with hardly any wait time. Not good for the others.

 

[Princess Fiona]

No doubt the call centre issues will be resolved by a new call centre in MNL

 

[k_sheep]

Just to contrast, called AA as a nobody (couldn't get the voice recognition to understand my accent!) and got through instantly.

 

[marki]

TBH never had problems getting thru. Charging 30 dollars per privilege of booking via phone is ridiculous.