Praising Qantas

[Commuter]

I don't do praises that often, but I have to say I'm rather happy with the way Qantas telephone centres handle my enquiries/requests etc. I call them about once a week and I rarely come across those who are grumpy or unhelpful, and all the operators seem to understand English well.

I've come across so many grumpy/rude/abrupt operators at various companies' telephone centres and those whose English was so weak that they could barely understand me. But Qantas does stand out on this count and it really makes a lot of difference because some of my queries/requests are quite non-standard. It's a relief to have myself understood without any difficulty.

I might not always be impressed with their services but generally their telephone services are good (even excellent), so I thought I might post something positive for a change.

 

[Danger]

I couldn't agree more. I don't think I've ever had to wait more than about two minutes to speak to an operator. The operators are always very polite and help in anyway they can. It's also a good point about them speaking fluent English, given the seemingly increasingly large number of company call centres that are shipped off shore.

 

[JohnK]

I would have to agree as well. Qantas call centre staff have always been helpful to me and on some occassions have gone out of their way like the time I booked the OneWorld RTW award and was on the phone for around 1 and 1/2 hours.

I have not had a bad experience with off shore call centres but sometimes their level of English is not quite adequate.

 

[Alanslegal]

QF should also be praised for their prompt actioning of my email enquiry/request a few weeks back when I requested a change in pre-allocated seating on a Y SYD-LAX.
I emailed them approx. 130am AEST for a change in seating to 35h and they replied back at 135am and confirmed my seating changes......
I was surprised as I was expecting a response first thing in the morning! not at 135am!

 

[Febs]

That is impressive Alanslegal!

Have to say I've always been very impressed with Qantas' phone operators too. Always friendly, helpful, quick to respond and available 24/7.

Perhaps that's a sad reflection on the state of call centres these days more than anything, but they get a thumbs up from me.

Cheers,
- Febs.

 

[Evan]

I would have to agree with everybody on this, i do find the QF call centre very good compared to some others.
Also being in Singapore i called the local QF Singapore number and found there service excelent also.

Generally i find QF a mixed bag, there is lots of things they could do better for sure but they still get my money most of the time.

E

 

[sf#7]

I booked mon Adl - Hk got a seat in the middle i prefer an aisle 35h is always good rang the premium line as i am platinum member got told can't help!!

So i emailed them and they have noted the situation and will try fix on the day

so no luck for me if i sit in the middle i will not be happy

 

[Evan]

CX104 ? or a QF flight ?
Thats odd, i can;t see how they could not find you an isle, even if it was further down the plane.
E

 

[simongr]

Perhaps that's a sad reflection on the state of call centres these days more than anything, but they get a thumbs up from me.

Cheers,
- Febs.

Without taking this too far down a sour note I agree that it is a sad refelection of our expectations of customer service when we celebrate getting someone on the phone who helps to fix the problem, speaks our language fluently and is genuinely pleasant - shouldnt this be the basic standards rather than some major cause for celebration.

Now in the spirit of ensuring this doesnt descend into QF bashing I would like to the opportunity to celebrate the fantastic service from the QF cabin crew on my QF127 flight in F to HKG last Tuesday - really brilliant from start to finish. And I made sure I told the CSD that as well

 

[sf#7]

CX104 ? or a QF flight ?
Thats odd, i can;t see how they could not find you an isle, even if it was further down the plane.
E

i noticed they have changed me to aisle seat further down 56 & 53 on the way back but i paid the extra to go with qf should of paid for a prem eco seat in VB

oh well

 

[Hvr]

So to all you people who are praising Qantas here, have you ever told them through their web site?

I did this recently when a theatre trip I booked went very well. Received a very nice email back thanking me for lettign them know.

I guess they only ever hear the bad stuff and a compliment made their day.

 

[Mal]

Yep, I've sent compliments to Qantas a couple of times and singled out particular staffers for special mention.

You do get very nice responses from Qantas when you do that. I presume they really don't get that many nice comments back!

Regarding the rest of this thread, I believe generally Qantas treats me very well in the call centre/email/customer service backend type of situation.

 

[straitman]

Last week I called the FF call centre to ask about SC's and FF points when they transfered me to an Air NZ flight. I actually asked if the call was necessary and was told (very politely) that in theory it was not but as it turned out was necessary in this case as something had gone astray. A very helpful response as these were SC's that I needed to complete QF Platinum requalification.


Well done to the call centre.

 

[serfty]

In August I was put on an AirNZ AKL-WLG flight as the QF had issues.

After 4 days of no credit I rang and was advised to email/fax a copy of the BP and the e-ticket. I used email at 9am the next day. A call from the QFF service centre at ~3:30pm to advise my 10SC's and 1000 QFF would be posted.

One surprising thing was the points and SC's posted against the originally booked, but cancelled QF flight number.

 

[straitman]

One surprising thing was the points and SC's posted against the originally booked, but cancelled QF flight number.

Mine also posted against the QF flight that I didn't actually travel on.