Does Qantas still provide customer service via social media?

[serfty]

Would love to know what you mean by that

It is very strait forward.

Anecdotally, the team from Auckland are far more competent/capable than several other Qantas contact centers, the outlier being Hobart (which may be more capable).

 

[MELso]

Messenger was fairly efficient, unlike the phone. I suspect delays may have been due to Cyclone Alfred.

I sent a message on Saturday lunchtime after ~20 minutes on hold on Saturday. This was after I realised my dad and his partner's seat selections next to mine had dropped off and (because it was an AY ticket) they were stuck in limbo. Message was responded to the message late on the Saturday, I responded late on Sunday, the seats were sorted by Monday lunchtime and they even offered to process a refund on the fees once their booking was linked to mine. So all up, pretty happy...

 

[adenda]

Would love to know what you mean by that

It explains why I've always received an excellent level of service (if a bit slow) via social media channels

 

[Beano]

I would think that AFF website is just as good as any of the other social media websites. I would doubt that even Qantas would respond (hopefully) to specific individual issues on a social media website.

 

[Sale]

I messaged (through Messenger) this morning asking for a refund on purchased upgraded seats for two bookings that I had cancelled. They replied within an hour, asked if it was the same form of payment (which it was) and confirmed the refund all within another 15 minutes! Total time 09:16 - 10:30 and it was sorted.

Gave the booking references, passengers names and flight details.

Brilliant, wonderful, thanks so much CS Qantas!

 

[bpc]

bit late to the party here but fwiw I contacted them on FB messenger on 10th March to expedite a points refund so I could rebook, they replied with it done 31 minutes later

 

[DC3]

… they replied with it done 31 minutes later

Oh. 31 minutes. I’m not sure that I would want to wait for 31 minutes.

 

[henrus]

Anyone else had any issues with the social media team lately. I contacted them on Monday morning and 23 hours later got a response saying for a faster response to call. I then responded Tuesday evening saying it’s not urgent so I’m happy to wait for the response via social media but didn’t get anything back until 2am this morning with a new message saying they recommend calling.

Maybe I’m just unlucky here or perhaps this is the end of the great social media team support.

 

[BriarFlyer]

Anyone else had any issues with the social media team lately. I contacted them on Monday morning and 23 hours later got a response saying for a faster response to call. I then responded Tuesday evening saying it’s not urgent so I’m happy to wait for the response via social media but didn’t get anything back until 2am this morning with a new message saying they recommend calling.

Maybe I’m just unlucky here or perhaps this is the end of the great social media team support.

@henrus, I've tried several times after seeing positive feedback here and my results have been same as yours. Very slow to hear anything and then 'please call.' You're not alone.

 

[henrus]

@henrus, I've tried several times after seeing positive feedback here and my results have been same as yours. Very slow to hear anything and then 'please call.' You're not alone.

This seems to have only occurred in the last week or two which is a pain.

 

[There'sOnlyOneJimmy]

@henrus, I've tried several times after seeing positive feedback here and my results have been same as yours. Very slow to hear anything and then 'please call.' You're not alone.

Clearly Qantas management has found out that some of their customers have been experiencing a morsel of service, and have taken rapid action to stamp it out…

 

[tassie6]

Was trying to resolve a flight change that breached minimum connection time recently and had two very opposing experiences via messenger:

1. Contacted with all the details, agent just said as the booking was a reward seat that I needed to call up to do in real time. i said that because its a schedule change that shouldn't matter (nicely), they didn't want to budge so I gave up.
2. (Insert hopeless call to call centre here)
3. Waited a few days then requested the same thing via messenger again, this time saying that the call centre didnt understand the issue and within 2 messages back and forwards the flight was changed and helped me select blocked seats aswell. 100% positive experience

I think its a little hit and miss these days maybe by the sounds of it, but if its not urgent just try again a few days later

 

[henrus]

Was trying to resolve a flight change that breached minimum connection time recently and had two very opposing experiences via messenger:

1. Contacted with all the details, agent just said as the booking was a reward seat that I needed to call up to do in real time. i said that because its a schedule change that shouldn't matter (nicely), they didn't want to budge so I gave up.
2. (Insert hopeless call to call centre here)
3. Waited a few days then requested the same thing via messenger again, this time saying that the call centre didnt understand the issue and within 2 messages back and forwards the flight was changed and helped me select blocked seats aswell. 100% positive experience

I think its a little hit and miss these days maybe by the sounds of it, but if its not urgent just try again a few days later

I've had this a bit lately where they've recommended I call, other times they've answered the question (plus some) within minutes. Still overall the Auckland based crew is great!