Current hold times?

[cqtiger]

Was on hold for 1.45 with Qantas as they cancelled my flight with no email. Only to be told nothing they could do

 

[serfty]

Only to be told nothing they could do

About which? Canceled flight or long hold times?

 

[PaulllM]

Using the velocity number and selecting the plat option my experience has been;

5/1/21 rang at 3pm Brisbane time 25min wait
6/1/21 rang at 11am Brisbane time 22min wait

Not instant like when we had the o/s call centres at full capacity but pretty good seeing its only the Brissy office managing the calls.

 

[AIRwin]

Similar to QF, I noticed there is now a banner appearing at the top of the website:

 

[jonboixxx]

I was on hold for 1hr45mins tonight until 7pm close. This was after several disconnections, so probably 2 hours in all, for no result.

I am trying to move a return leg from Sunday to Monday, which I can see as available.
How frustrating in this age of technology that the platforms of both VA and QF are so poor that a straight-forward change cannot be achieved on-line, especially when the staff to facilitate same are not made available through sheer stinginess on the part of both companies?

Whilst they are currently battling a status war match at one level, their capacity to actually deliver on their product at the sales level is equally low, for the scant and frankly insulting resources they apply are prepared to pay for that purpose.

 

[henrus]

I am trying to move a return leg from Sunday to Monday, which I can see as available.
How frustrating in this age of technology that the platforms of both VA and QF are so poor that a straight-forward change cannot be achieved on-line, especially when the staff to facilitate same are not made available through sheer stinginess on the part of both companies?

100% agree that more could be done to make online changes easier. I had a flight today same day (8/1) that had to be changed and sadly couldn't be done online becuase the booking had already been changed once and I'd already checked in. Luckily it was just a 30 minute wait this morning but was still annoying as the total discussion once connected was just 1 minute. Velocity award bookings are a different story with the urgent email processing requests very quickly (sometimes less than 5 minutes).

That being said I did show up at an airport last week and had a Qantas ticketed Air North operated service that had a booking change which was changed but not properly reticketed by Qantas. Was a complete mess given Air North couldn't complete the check in and being a Sunday afternoon Air North didn't have a open contact centre and Qantas was quoting a 2 hour wait time (which was no help for a flight leaving in 90 minutes). In the end I got on the flight but showed that VA has a much better change/ticketing system then Qantas as I've changed many tickets this year with VA and haven't had a problem at all.

 

[jonboixxx]

As a WP, got through in 1 h 48mins, just now. Flight change took about 2 mins.

 

[Bagpuss]

Called today. Answered in 4 minutes. Being platinum they trasfer to platinum which took another 4 minute wait.
All up total call time was just after 15 minute to have a flight changed for later in the month.

To note: Both staff members I spoke to were calm, relaxed and very professional. The platinum staff member took the time to ask if they could assist with anything else etc, considering they are probably flat out I was very impressed with the customer service focus.

 

[stig_aus]

Just had a call with the Velocity Gold line. Total time to discuss and cancel 2 bookings was 7 minutes including about 3-4 minutes of warnings about long wait times and menus. Service was excellent.