Contact Centre Madness = Unnacceptable

RedSMS

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Dec 29, 2018
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Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?
 

Franky

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Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?
I would guess just about anybody who has called over the past few days...
 

robbegong

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Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?
Yes, I made two calls on Saturday and one on Sunday. Each was a wait of more than 1.5 hours. First consultant hung up on me somehow, second had no idea and third was helpful. One could cut them some slack with all the schedule changes/cancellations going on but I don’t think it’s much better usually.
 

RedSMS

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Just curious, why do you need to specify allergies?
I'm flying J and last time I flew this route, my experience was sub par due to either Fish option or option with nuts that couldn't be removed. As a result I didn't eat a main. I'm allergic to fsh AND nuts.
 

RedSMS

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Yes, I made two calls on Saturday and one on Sunday. Each was a wait of more than 1.5 hours. First consultant hung up on me somehow, second had no idea and third was helpful. One could cut them some slack with all the schedule changes/cancellations going on but I don’t think it’s much better usually.
I think we can all agree that they are under the pump and they should be cut some slack. However, having no option for a callback is really doing PAX travelling in the next 24-48 hours a disservice.
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This is remarkably good!

4 hours is much more common for me.
So far it has been 44 minutes, just because they say 1 Hr 5 mins doesn't mean anything. Could be a few hours yet!!!
 

justinbrett

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I would like a more reliable webchat staffed by competent agents (it's hit and miss at the moment) - with SG/WP getting looked after by dedicated people - and run the service 24/7. The "wait until something pop up unless it doesn't pop up and then we can't help you" is such a terrible system.

That way, more people on webchat, more people can be served - less phone calls.

AA will do customer service by twitter DM and I can get things sorted faster than I can a phone call or web chat with Qantas.

As a data point for an unhelpful webchat - it took over 2 hours on Friday to book a multi city trip I was receiving errors for - and to get it ticketed took three subsequent webchats over the next 48 hours - which didn't happen until Sunday.

I also find the chat within the iOS app even worse - an hour between messages and every second message is having to explain what I want to a new person! I gave up on that long ago.
 
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MEL_Traveller

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Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?

Linking bookings can be done at the airport while checking in. There's probably little to no benefit doing it in advance (it won't, for example, guarantee seating together).

As for your allergy - you could resolve this by selecting a special meal... either a vegetarian option if flying economy, or pre-selecting on-line from one of the main courses if flying in business class.
 

RedSMS

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Linking bookings can be done at the airport while checking in. There's probably little to no benefit doing it in advance (it won't, for example, guarantee seating together).

As for your allergy - you could resolve this by selecting a special meal... either a vegetarian option if flying economy, or pre-selecting on-line from one of the main courses if flying in business class.
I am flying Business class. How do I pre-select a main meal?

The issue is that I am flying MEL-SYD return with an award booking --> booking number 123xyz
and flying AKL-SYD return on a paid booking --> booking number 476fua and I want to check my bags straight through to AKL when arriving at QF domestic in MEL on Thursday morning.

Furthermore, I chose to fly to AKL via SYD for 3 reasons:

1. I did this last year and copped the only A330 not to have been refurbished on BOTH sectors!
2. Greater availability of A330's ex SYD
3. Targetted DSC promo only for flights into/out of sydney.

I am also particularly worried that QF145 on Thursday will be downgraded to a 737, as QF are doing on some Trans Tasman routes. Flightradar24 is still showing A330-300, and up until last night, so was Qantas when i logged into my QFF account and tried to change my seat.

However, when I checked earlier on this afternoon, on Flight 1 of 2 (QF145) there was an advisory that said "Individual seat selection is not available for this flight." The only option was and still is to select window or aisle as your preference. Although when I click on "Manage flight," it is still showing as an A330 service, as well as showing the seat I selected, 3A. But this doesn't mean anything as 3A is also a J seat on a 737.

I'm still on the line... 1 Hr 20 mins and counting.....
 

justinbrett

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I am flying Business class. How do I pre-select a main meal?

The issue is that I am flying MEL-SYD return with an award booking --> booking number 123xyz
and flying AKL-SYD return on a paid booking --> booking number 476fua and I want to check my bags straight through to AKL when arriving at QF domestic in MEL on Thursday morning.

Furthermore, I chose to fly to AKL via SYD for 3 reasons:

1. I did this last year and copped the only A330 not to have been refurbished on BOTH sectors!
2. Greater availability of A330's ex SYD
3. Targetted DSC promo only for flights into/out of sydney.

I am also particularly worried that QF145 on Thursday will be downgraded to a 737, as QF are doing on some Trans Tasman routes. Flightradar24 is still showing A330-300, and up until last night, so was Qantas when i logged into my QFF account and tried to change my seat.

However, when I checked earlier on this afternoon, on Flight 1 of 2 (QF145) there was an advisory that said "Individual seat selection is not available for this flight." The only option was and still is to select window or aisle as your preference. Although when I click on "Manage flight," it is still showing as an A330 service, as well as showing the seat I selected, 3A. But this doesn't mean anything as 3A is also a J seat on a 737.

I'm still on the line... 1 Hr 20 mins and counting.....

You can’t select for domestic, international is only within 7 days for select services
 

RedSMS

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I would like a more reliable webchat staffed by competent agents (it's hit and miss at the moment) - with SG/WP getting looked after by dedicated people - and run the service 24/7. The "wait until something pop up unless it doesn't pop up and then we can't help you" is such a terrible system.

That way, more people on webchat, more people can be served - less phone calls.

AA will do customer service by twitter DM and I can get things sorted faster than I can a phone call or web chat with Qantas.

As a data point for an unhelpful webchat - it took over 2 hours on Friday to book a multi city trip I was receiving errors for - and to get it ticketed took three subsequent webchats over the next 48 hours - which didn't happen until Sunday.

I also find the chat within the iOS app even worse - an hour between messages and every second message is having to explain what I want to a new person! I gave up on that long ago.
Couldn't agree more regarding your complaints and suggestions. They need to look at competent people staffing the webchat, and indeed giving priority to SG/WP. Furthermore, their phone lines and wait times would be less clogged if they used fb messenger and/or similar social media platforms to engage with their customers.
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I think we can all agree that they are under the pump and they should be cut some slack. However, having no option for a callback is really doing PAX travelling in the next 24-48 hours a disservice.
Post automatically merged:


So far it has been 44 minutes, just because they say 1 Hr 5 mins doesn't mean anything. Could be a few hours yet!!!
Going on 1Hr 30 mins
 

esseeeayeenn

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The issue is that I am flying MEL-SYD return with an award booking --> booking number 123xyz
and flying AKL-SYD return on a paid booking --> booking number 476fua and I want to check my bags straight through to AKL when arriving at QF domestic in MEL on Thursday morning.
You don't need to do ANYTHING in advance to do this.
You can just rock up to the checkin counter in MEL on Thursday morning and they will check your bags through to AKL.
The bookings don't need to be linked.
This would only be an issue if one of your bookings was on a different airline so you were asking QF to interline.
They have no hesitation whatsoever in booking luggage through on their own flights even if the sectors are on separate, unlinked bookings/PNRs.
 

RedSMS

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If you are able, try calling well outside normal hours. I rang the call centre the other night at around 1am and got through straight away.
I think I will take your advice. Thanks for that. It has been 90 mins and they have gone way past their estimated wait time of somewhere between 42 mins and 1Hr 5 mins. This problem would be so simple to fix. For starters they could bring back the callback service, update you while you are waiting as to what number you are in the queue or a dynamic eta perhaps? IF they actually cared or wanted to bring themselves up to standard with the best airlines in the world they could, for example allow you to input your flight number/booking number/date so that when they get REALLY BUSY like they are at the moment, the system would know straight away how soon your fight is, so people calling about flights in 3 weeks can be told to call back and not allowed into the queue!
 
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MEL_Traveller

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There's no point clogging up the lines and holding forever for something that won't achieve anything :( Aircraft change won't be influenced by your call. Baggage checking through won't change. Your seat allocation issues also likely won't change - all it means is that the seats available to your status level have been fully assigned, so you'll need to wait until all seating is opened up to everyone to select your seat.
 

RedSMS

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You don't need to do ANYTHING in advance to do this.
You can just rock up to the checkin counter in MEL on Thursday morning and they will check your bags through to AKL.
The bookings don't need to be linked.
This would only be an issue if one of your bookings was on a different airline so you were asking QF to interline.
They have no hesitation whatsoever in booking luggage through on their own flights even if the sectors are on separate, unlinked bookings/PNRs.
Thanks for that reply. Very helpful. Does this work if I walk into the DOM terminal and walk to the automated check-in counter and put my bag on the belt with my Q bag tag on it? Will that trigger the system to check my luggage onto QF145 SYD-AKL? Or do I have to speak to an agent at the airport to do this?

I wouldn't want to drop my luggage off for it to be put on the DOM arrivals belt in SYD.

I would prefer to do it as if I was travelling DOM... IE using my phone and Q bag tag to get my boarding passes for the MEL-SYD AND the SYD-AKL flight and knowing that my luggage will be put through to AKL.

Cheers.
 

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