I'll give you another one. Called the QANTAS Frequent Flyer today (Platinum), and spoke to on of the much maligned South African call centre agents. My itinerary from NZ (all QANTAS marketed and operated) had been changed a few weeks ago due to QANTAS cancellation of one of the legs, and Amex had proactively reached out to me by e-mail to propose an alternative. I called Amex back and quickly spoke to someone to get it changed to a more suitable time and routing. However, my travel partner who booked directly still hadn't received any notice of changes from QANTAS. Hence my call...
The good
The operator was friendly, and professional. He asked me my name, and apologised for mispronouncing it.
He helped me change my travel partner's itinerary to match mine with my providing the booking reference and name.
He helped by allowing me to double check the flight numbers, times, and dates with him.
He helped by holding while I checked with my travel partner if the details were updated. In these days of arbitrary KPIs, I'm glad he spent the time.
He helped by pointing me to the check my booking function to check the details were updated, as my travel partner was having issues logging in.
He communicated clearly and concisely.
My partner's travel itinerary was changed to match mine, pending ticketing in 24-48hrs.
I was able to clarify that no additional charges were necessary due to the reason for the change being an airline impacted itinerary.
The not so good
Alot of noise from his family in the background, but he did apologise for the noise. Also, it did quieten down after a minute or two.
I wish ticketing could've been done at the same time. I also imagine that would save alot of problems some of the others have had with the call centre.
Had to wait about 10 minutes to get through.
The feedback survey at the end of the call didn't work, so was unable to help there.
Wasn't able to call about this issue yesterday due to QANTAS systems outage. I didn't have confidence in getting through in a timely manner.
Bottom line, is it was a good experience and it looks like my issue has been sorted out.