I'm getting messed around by Qantas call centre

[mtbsafari]

I called QF call centre today to change my flight to one later in the day. It is a domestic business class flexible fare.

Without going into the tedious details I'm still on the call 1 hour and 10 minutes later waiting to speak to someone who knows what they are doing. I asked for the call to be escalated about 40 minutes ago. I was told the operator's manager was on another call and the about 10 minutes ago was told I was being transferred to a specialised team to deal with my enquiry.

I feel I am being strung along in the hope I will hand up. I asked the operator for her name or employee number and she hasn't given it to me, just puts me back on hold.

Does anyone here have suggestions on how I can move forward?

I have been patient and polite, but my patience has limits.

 

[ronlon]

unless your flight is seriously imminent, give up and call again. I have had recent interaction with the call centre since the last time several months ago and I suspect the holiday season has impacted on the current poor service I have received. Have you tried changing your flight on line ?

 

[Dmac59]

I would have thought you would be able to do this online being a J Flexible Fare.
If dealing with a Call Centre staff and you encounter difficulties, I would HUACA until you get someone more competent.

 

[elanshin]

Just curious as to any reason why it isn't doable online?

Call Centre can have people that don't quite know what they're doing sometimes. Theres only limited number of staff they know how to clean up the other operators mess. So this may be what has happened.

 

[mtbsafari]

unless your flight is seriously imminent, give up and call again. I have had recent interaction with the call centre since the last time several months ago and I suspect the holiday season has impacted on the current poor service I have received. Have you tried changing your flight on line ?

Thank you. I followed your advice. It seems the problem was the booking was made through the Qantas Business Rewards portal and I missed the operating hours. Anyways, I just cancelled for a full credit (but can't use that until the QBR office opens tomorrow at 7am) and purchased a new ticket altogether. Minor cashflow inconvenience ... and almost 2 hours of my Thursday night wasted.

Just curious as to any reason why it isn't doable online?

Call Centre can have people that don't quite know what they're doing sometimes. Theres only limited number of staff they know how to clean up the other operators mess. So this may be what has happened.

Apparently not doable online because it was booked by my company through the Qantas Business Rewards portal.