Excellent Qantas Service

[Hux]

With all the posts about how bad Qantas is at times, especially when using the call centre and getting things changed, I expected the worst this morning when I decided to phone them to cancel my international trip tomorrow. Trip was booked online and saver fare selected.
Rang up, got the automated message about its a big queue and wait times are longer than normal, just over 2 minutes from dialing - bang, got Jacky on the other end. Told her what I wanted to do, no issues, cancelled AND she said I would have a full refund in 5-7 days. I was expecting I would have to try and get a refund through Travel Insurance or something. Total call time was just on 5 minutes, problem sorted, super helpful and easy. Well done Qantas!

 

[VPS]

That's what being Platinum does for you

 

[Happy Dude]

Where was your trip to?

 

[Hux]

Where was your trip to?

Port Moresby - Brisbane - Melbourne. No need to go now the F1 is cancelled!

 

[Max Samuels]

It is funny that we are so now brainwashed into accepting subpar service from airlines that when we get GOOD service we celebrate! It used to be called "doing their job" and was just what one expected!

 

[Mark1966]

Glad you got good service

Rang Premium line because website would not let me change an Award booking for my wife (to match a changed Business booking for her father).

First attempt - 30 minutes call, got through and operator was changing, put me on hold to check something and a few minutes later call dropped out.

Second attempt - 33 minutes and still not answered.

Was trying the website and while I could not CHANGE the award booking I could cancel in one tab and make the new booking in the other. Cost me a little more but my time is valuable - except to QF!

 

[Lone Wolf]

The Premium line now plays a pre-recorded message about "unprecedented customer demand", which tonight equated to a 1hr+ wait.

First call - Put through to a "normal" operator, who insisted they couldn't cancel a return booking and hung up.

Second call - Put through to the premium line who sorted it in under 5 mins.

I find the Premium line operators are generally helpful when you can get through to them.

 

[jakeseven7]

QF premium are certainly worth their weight in gold I dread the day I’m not eligible to get through to them anymore!!

 

[Curlycoat2]

I waited 3 and a half hours yesterday on the phone to cancel my qantas flight to the US. They charged me a cancellation fee and were the only suppliers I dealt with regarding my trip to do so. Everyone else refunded in full including Millenium hotels that I had booked a non refundable room with. I was disappointed with them especially when I received an email from them saying they would not give me an insurance letter confirming they charged me for the cancellation. I had to contact them again to get the letter their own insurer asked for.

I am stunned your call time was so short.

 

[Airbumps]

This thread title made me laugh.

Two weeks ago I cancelled four international bookings - all classic flight rewards (MEL-DXB-CDG, LHR-DOH-MEL, MEL-SIN-DXB-LHR, and MEL-LAX-MEL). I cancelled via the website and all appeared to work. The MEL-LAX-MEL returned my points to my FF account overnight and taxes refunded onto my credit card in 24 hours. Fast forward a week and the remaining four bookings still appear on the MY BOOKINGS page and have not refunded either points or taxes.

I understand they're busy so gave them 10 days and thought I'd call to chase up as I'm now getting emails telling advising me about schedule changes for my cancelled flights - I want to make sure the flights are cancelled as two of them are for week after next.

So I call them up Thursday, enter my details (only silver) and am advised 2 hour wait. Call drops out after about 90 minutes. Call back Friday and get told 3+ hours. I waited 5 hours and hung up. Yesterday, told 2 hours I waited 4 hours and call dropped out. Called back this mornining at 8am and told 3+ hour wait. At least it hasn't dropped out on me!

Whilst I appreciate they're busy, this is not an acceptable level of service. If your call center teams are busy as a result of the Coronavirus issue then call in more people or re-deploy people from other areas of the organisation to deal with the demand whilst it's there. Adapt, improvise and improve.

Anyway, glad the OP got some good service!