Qantas and Facebook assistance

[hm520]

Hi all,

I'm not sure how much value others would find from this but thought I'd mention it.

For my last few trips I've had to contact Qantas regarding some minor queries, such as confirming an upgrade request was in the system (when the website was being strange), linking separate itineraries for multiple travel partners who booked separately and so on.

Maybe it's a generational thing, but I certainly can't stand being on hold for more than 2-3 minutes. What I've done for the above issues is contact Qantas through Facebook chat simply to ask them what is the best way to contact QF regarding the above and often I've found that the people who man the chat/facebook page are often able to coordinate things on their end and do things for me.

While the response is not immediate, it is timely and you're not stuck on a phone. Do do this you need to "Like" the official Qantas page (the one with a little tick next to its name to ensure it's official). Following this you can just message them through facebook chat to ask your Question. I've consistently had a few of the same people replying and each time they've been very helpful - this is probably due to the amount of abuse they get on FB.

In the days of RedRoo no longer being on here and the call centre being sent offshore, this is very helpful.

Regards

 

[mviy]

If you have WP status the wait times is not so bad. But if your status is lower than that then certainly using FaceBook could be a lot better than spending a long time on the phone.

 

[Quickstatus]

Haha I messaged Qantas Facebook privately about my disrupted travel. Gave them the booking reference and my FF number.
The reply was:
"Sorry for not replying sooner, do you still need help? Please confirm all passenger names and flight details including dates. Maritha"
What a total joke - qantas can't look up booking reference and crosscheck with FF number.
I did not bother replying

 

[mviy]

They claim they have to ask for that information to confirm it for privacy reasons.

 

[TheInsider]

Haha I messaged Qantas Facebook privately about my disrupted travel. Gave them the booking reference and my FF number.
The reply was:
"Sorry for not replying sooner, do you still need help? Please confirm all passenger names and flight details including dates. Maritha"
What a total joke - qantas can't look up booking reference and crosscheck with FF number.
I did not bother replying

They ask this to see if it is actually the people they say they are, not some random person with a booking reference and a FF number that has been taken from a left over boarding pass somewhere. So not really a 'joke', just more covering their own coughs.

 

[Justinf]

I find QF to be very good on Twitter as well. I DM them from time to time if I am having troubles with bookings.

 

[Daver6]

I've contacted Qantas via Twitter and agree that they are usually pretty helpful in getting things done. Where it falls down is if its time critical, you really need to be able to call.

Edit: Just beaten to it by the above poster

 

[ric_melb]

I have also found Qantas very helpful using the online chat box that you access through signing on to my account on their website. Usually doesn't take long for the chat box to open.

 

[milehighclub]

Qantas has launched a Facebook Messenger Bot today.

Media Releases - Qantas launches chat bot concierge to give customers travel inspiration - Qantas News Room

 

[Sdtravel]

I have also found Qantas very helpful using the online chat box that you access through signing on to my account on their website. Usually doesn't take long for the chat box to open.

You must be getting the one good staff member. The 5 times i have used it after 30 minutes of "please hold ill be right with you" auto posting every 4 minutes the response was "sorry i can't help you with that, please call us".
I liken this to calling up waiting to speak to someone who then puts you on hold for 30 minutes and then doesn't help you.

I don't want to join twitface.

 

[Pushka]

The chat box used to open frequently but it doesn't seem to be seen in our account much these days. Maybe it registers 'no thanks' and so reduces its visibility. There needs to be a 'start chat' button in the menu. They also deal with more than 1 chat at once I'd say.

 

[NZ_Flyer]

Yes I find the FB assistance invaluable - especially when I went to call QF the other day and wait time was well over an hour and no call back offered. Have used it to upgrade a fare (paying the difference) and to change flights after a schedule change. Both times excellent service. One of the FB people helping said the AKL call centre run the FB queries.