QFF Callback Service - An Absolute Joke!!

[Archphoto]

Called QF yesterday to check up on double Status credits not posting. Was told that the wait time would be over an hour and was then asked if I'd like to have a callback, with the recording promising: "You won't lose your place in the queue!".

Well, it's now Saturday morning and I'm still waiting some 17 hours later.:shock:

Maybe RedRoo can tell me why QF bother offering such a service if they are obviously *not* going to follow up?? Extremely poor Customer Service - give me a phone call to an airline, bank or telco in Thailand any day: at least they know the meaning of these words and do their utmost to keep their customers happy.

Feels like QF are more interested in spouting off about new logos, new planes and "New Business & First Class Lounges" etc, having simply forgotten that the people who enable them to do all of this, are those of us who pay to fly with them.

 

[davidj]

Well, it's now Saturday morning and I'm still waiting some 17 hours later.:shock:

Maybe RedRoo can tell me why QF bother offering such a service if they are obviously *not* going to follow up??

Maybe check out the call centre thread. Chances are you are still in queue with a few posters quoting high wait times.

 

[UP4014]

A Red Roo fail. The call back system just doesn't work, never has for me. I now wait on regardless of time or I call back myself.

 

[get me outta here]

Me too. Having had 3 flights stuffed up - spontaneous cancellation of a reward trip/ CC not charged/ no confirmation till getting to the airport and having to get it fixed there etc, I dread using QF as a lowly LTS. I hang on ensuring I have at least 2 handsets fully charged. It is absolutely pathetic. I'm an SQ convert now.

A Red Roo fail. The call back system just doesn't work, never has for me. I now wait on regardless of time or I call back myself.

 

[Archphoto]

Maybe check out the call centre thread. Chances are you are still in queue with a few posters quoting high wait times.

That in itself is unacceptable as well. The only way you can contact them is via phone, regardless of whether you wait on the phone, or request a callback - 17+hrs of waiting is a massive #qantasfail either way.

Just got back from a morning running errands so I'll call again, but I'm certainly not going to hold my breath, yet again it seems QF has put profit before customer service.

I'm thankful my enquiry isn't regarding flights - to those of you who've been right royally s****ed because of wait times, I sympathise totally.

 

[opusman]

Just email them.

 

[Archphoto]

Finally got through after another 2 calls:

1. On the first call, Customer Service operator kept telling me the Frequent Flyer Department was closed until Monday and refused to put me through. Told me to send my complaint about Callback Service via their online Complaints Form.
2. The second call had me waiting for about 10 minutes,which was fine, and all answered in less than a 90 seconds!

So after 23 hrs I finally have an answer.:mrgreen:

Opusman - I'm more than happy to email them, although some accounts of contacting QF that way here on AFF appear to be even worse than calling. The point of my original post was that they happily advertise a Callback Service, yet don't honour it in any way at all.

Quite a simple solution: QF, if you aren't going to honour your advertised "Callback Service", don't bother offering it in the first place.

 

[puppysparkes]

Finally got through after another 2 calls:

1. On the first call, Customer Service operator kept telling me the Frequent Flyer Department was closed until Monday and refused to put me through. Told me to send my complaint about Callback Service via their online Complaints Form.
2. The second call had me waiting for about 10 minutes,which was fine, and all answered in less than a 90 seconds!

So after 23 hrs I finally have an answer.:mrgreen:

Opusman - I'm more than happy to email them, although some accounts of contacting QF that way here on AFF appear to be even worse than calling. The point of my original post was that they happily advertise a Callback Service, yet don't honour it in any way at all.

Quite a simple solution: QF, if you aren't going to honour your advertised "Callback Service", don't bother offering it in the first place.

Try the live chat option. I type my concerns into word then cut and paste it into the live chat window. Then email yourself a copy of the transcript. It's far quicker than email.

The security questions are the same so I usually start the chat with that info first. Then the reservation details and what the issue is.

 

[Buzzard]

Agree with the OP - the call back service is a joke.

 

[Pushka]

I never use call back, at work I just put the phone on speaker and get on with work. Using the WP FF number usually works well though.

 

[GoldCanyon340]

Agree with the OP - the call back service is a joke.

I've never had a problem with the call back.

 

[WeeWillyWonka]

I've never had a problem with the call back.

x 2. I've used it 6-7 times over the last year and all had call backs under the promised time.

 

[eminere]

I've never had a problem with the call back.

Me neither. It's always worked for me in the 2-3 times that I've used it.

 

[JohnK]

Just email them.

I sent 2 emails beginning of October and did not receive reply until the end of October. They must be seriously understaffed.