Contact Centre Madness = Unnacceptable

[DAC1]

I called at 2am AEDT this morning. The automated voice told me my call would be answered in 4-5 minutes. 30 minutes later, I got through.

It took about 25 minutes to change my booking. After changing and hanging up, I went to get ready for bed but missed a call back from Qantas (issue with a refund and they wanted an updated card number).

I then called them back (shortly after 3am AEDT) and the automated voice said it would be a 3-4 minute wait, but I got through straight away.

As ridiculous as it sounds, calling at 3am might do the trick...

 

[Leethal76]

I must have been lucky then, I called yesterday and got through virtually immediately. A short time after completing the call I had another thought (always dangerous ) and called back and again got through without delay. Icing on the cake my requests were done without issue or penalty partially I think because of web site issues the night before.

 

[big_RED]

Use the new SMS service? At least you don't have to wait on the line and can just wait for the SMS reply message? Might take 2 days of back and forth but better than waiting I feel.

Have used it 4 times now and it does eventually resolve things.

 

[MEL_Traveller]

Use the new SMS service? At least you don't have to wait on the line and can just wait for the SMS reply message? Might take 2 days of back and forth but better than waiting I feel.

Have used it 4 times now and it does eventually resolve things.

yeah, well I'm 0/3 for resolution via SMS

 

[Vic]

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

Should be able to request a special meal at any time in manage my booking.

 

[Gold Member]

QANTAS: Premium prices with Low Cost Carrier service.

I’ve long ditched Qantas and focus on value for money Premium cabins these days with award and commercial Bookings across various airlines.

 

[TheInsider]

Should be able to request a special meal at any time in manage my booking.

Yes you can

 

[p--and--t]

Just as a counterpoint for another perspective....

Reader Comment: Air Canada’s Aeroplan Call Center Is a Complete Nightmare, Impossible To Reach!

Air Canada is ghosting their customers for several months already.

loyaltylobby.com

 

[Franky]

Just as a counterpoint for another perspective....

Reader Comment: Air Canada’s Aeroplan Call Center Is a Complete Nightmare, Impossible To Reach!

Air Canada is ghosting their customers for several months already.

loyaltylobby.com

Similarly, with QFs DSC promo along with the panic related to the coronavirus occurring together, it puts things into the perfect storm category. This is in no way excusing QFs appalling IT and customer service issues. Just this morning in the letters to the editor in our only newspaper (The West Australian), a contributor stated it took him longer to book his flight PER-MEL than to fly it. Says it all really as they say in the classics. First time I have seen a letter of complaint regarding an airline.

 

[stm1sydney]

They should give SG priority. Spent thousands flying QF and instead of the 2 minute wait time I got as a WP, over an hour estimate so far. Every time I call as a SG there's a long wait time.

Frustrating that LTP goal is set so unrealistically that that's not an option to get out of bad call wait times with QF forever.

All for correcting a mistaken booking within 24 hours. Booked dates I later realised I can't fly and the website says to call. They should have an option to do this online.

Try another airline. You might be pleasantly surprised.

 

[justinbrett]

Should be able to request a special meal at any time in manage my booking.

Thats requesting a type of meal

I was referring to selecting a meal from the menu

 

[DAC1]

Thats requesting a type of meal

I was referring to selecting a meal from the menu

As you pointed out above, you can already do that online for particular international flights.

EDIT: Is what you’re saying that you want the ability to be able to select a domestic meal in advance?

 

[Port Power]

I didn realise that WP had some sort of priority with the call centre. Now I know why I enter my QFF number!

I rang on Thursday at 4:15am WST (7:15am EDST) because I woke early after arriving home from LAX/SYD. My CX flight on March 23 had been cancelled. I only waited one minute, if that. Perhaps the lack of delay was due to the early hour? Problem sorted quickly, with good suggestions from the friendly agent. I’m giving HKG a miss but will transit SIN.

 

[justinbrett]

As you pointed out above, you can already do that online for particular international flights.

EDIT: Is what you’re saying that you want the ability to be able to select a domestic meal in advance?

I don't want anything. I was answering a question from this post:

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

I'm confused why you're asking me to clarify my post

 

[oirets]

Always terrible calling Qantas. I almost resort to calling in the middle of the night to avoid wait times. That said, I've always had good service on the phone, with staff always resolving my queries.

Their App has a reasonable chat feature, but I always seem to get connected to support staff who are just not useful and can't seem to help. Not sure if they're just incompetent or lazy.

 

[HappyFlyerFamily]

Also it could be a case, they don’t have the power or authority to do anything lol.

 

[Vic]

Thats requesting a type of meal

I was referring to selecting a meal from the menu

Yes you were, that was very clear.

However, the suggestion to deal with allergies was to select a SPECIAL meal. The OP then asked about how to select a meal, which wasn't the solution suggested.

Rather than select a meal, with the associated limitations. The OP can select a special meal at any time.

 

[justinbrett]

Yes you were, that was very clear.

However, the suggestion to deal with allergies was to select a SPECIAL meal. The OP then asked about how to select a meal, which wasn't the solution suggested.

Rather than select a meal, with the associated limitations. The OP can select a special meal at any time.

A special meal yes, but there is no special meal called “no nuts no fish”.

I took the intent of OP was to select a normal J meal that didn’t contain either (which should be easy). Otherwise I guess you’re stuck with the fruit platter.

 

[Vic]

A special meal yes, but there is no special meal called “no nuts no fish”.

I took the intent of OP was to select a normal J meal that didn’t contain either (which should be easy). Otherwise I guess you’re stuck with the fruit platter.

There's also the option of calling special handling given it's a life threatening allergy.

 

[justinbrett]

There's also the option of calling special handling given it's a life threatening allergy.

Results may vary
'My heart basically stopped': Couple forced off Qantas flight over chicken meal