New Qantas call centre in Fiji

Jacques Vert

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And it's not just the overseas call centres; I've had instances where I can see seats online and the HBA call centre couldn't see them. And no, it wasn't phantom availability.

Their whole system is broken.
 
Joined
May 6, 2015
Posts
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I wonder why Qantas don't have a staff member who can hop onto some of these intensive customer service discussions and help to inform the member. After all the members on this site, are quite likely to be some of QF's most valuable customers, even if they are booking award flights.
 

Zanzara

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Apr 30, 2005
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The selection of Fiji has everything to do with minimal cost, proximity to Australia, flexibility and labour protection in the workplace and lack of significant time difference. I wonder if QF would outsource their marketing to third world countries?
 

Speedbird001

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Jul 15, 2007
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I've been informed that Qantas is now using another outsourced call centre (operated by Mindpearl) based in Suva, Fiji. It's run by the same company that operates the horrendous Cape Town call centre.

Has anyone got through to the Fiji call centre recently, and how was your experience?
On the line to Fiji right now. Sounds like an informed agent who is currently trying to release U inventory for me. And yes Cape Town QF call centre promised to resolve but never heard back.
 

Speedbird001

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Jul 15, 2007
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Turns out she couldn't help despite best endeavours. Hobart diverts agents to Cape Town who have worse than no idea - they make forlorn undertakings and fabrications and pass back to Suva.
 

Aitchgeye

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Jan 27, 2020
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I really don’t know what to do😥 I have spent a total of 10 hours on hold, talking to 3 different operators, just need them to reticket a premium economy booking from Melbourne to Vancouver. Via Sydney. The problem was initially caused by qantas by their poor scheduling

Fiji operator last night promised that they will call back this morning at 8am because they needed Auckland to sort out the problem.

I would love to cancel this flight, but I definitely won’t want to be flying QF ever again so a credit voucher is inappropriate and I suspect a refund won’t be offered.

Any suggestions?
 

sudoer

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I suspect a refund won’t be offered.

If you provide more info on what the "poor scheduling" situation is, we can probably advise whether you have a case for a refund.

If there has been an involuntary schedule change, and the new flights either don't meet MCT in SYD or the timings are no longer suitable to you, you should be eligible for a refund... but it will take 8-12 weeks.
 
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olorenz

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Apr 17, 2022
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I've been informed that Qantas is now using another outsourced call centre (operated by Mindpearl) based in Suva, Fiji. It's run by the same company that operates the horrendous Cape Town call centre.

Has anyone got through to the Fiji call centre recently, and how was your experience?
They can’t even track your luggage or transfer you onto somebody in Australia
 

HSB44

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Feb 5, 2019
Posts
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One wonders why Qantas is sticking with Mindpearl.

Is it because they are the cheapest, or does a high-ranking employee in QF have a relative or friend who runs Mindpearl or is it some other reason?

In any case does Qantas realise or care that this is helping to trash their brand? I guess Alan Joice doesn't care as long as his salary is paid...
This. Aren't any of the big shareholders kicking up a stink???
 

drron

Veteran Member
Joined
Jul 4, 2002
Posts
30,358
Another who has had good experience with AAs Fiji call centre in the past. Maybe AA actually trains those staff rather than just expecting them to train themselves as probably done by QF.
 
Joined
May 23, 2022
Posts
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Spoke to a very crackly Suva call centre just now, and the operator put me on hold six times while trying to make a simple J class booking SYD-CGK (using credit). I ended up getting angry because he just threw me on hold all the time and didn't bother to tell me, then would return crackling, and i couldn't understand, so i said don't bother. I hung up.
 

Eastwick20

Intern
Joined
Feb 4, 2014
Posts
50
In answer to the question do Travel Agents have the same problem the answer is "generally"
no , Qantas have a specific Travel Industry team that we call,
Its rare that we hold for more then 10 -20 minutes , more often then not it's less then 10

Of course in most cases we have the tools to resolve the issue ourselves within our own systems and don't need to call at all.....hopefully!
 

jpp42

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Nov 1, 2011
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I just wish I could make award bookings with a good travel agent, as those tend to be the bookings that require a lot of calling.
I was about to ask that, as I would gladly pay a travel agent a fee to take out some of the stress - but this is not possible at all, correct?
 

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