Qantas Call Centre - A New "Enhancement"? (AKA: Give Up In Disgust)

[Archphoto]

What is happening with the QF call centre?? I've been trying to contact them so that I can actually make some changes to my account for the past 2 days and it seems they don't want to answer their phone nor their Facebook Messages.

Yesterday I was on hold for 45 minutes, supposedly they answer the FB messages "Instantly" (yeah - it's automated!), but it's 18 hrs later and still not heard from them. Today I've been calling, waiting and then hanging up after 20 minutes - currently on attempt #3: 15 minutes and counting.:evil:

Why the hell can't they provide a direct number for enquiries they've already informed you cannot be done by email (security reasons to "keep you FF Account safe").

Sure I'm no longer a WP, but last time I checked, my time was just as important as the next person - but I guess QF don't really care about anyone other than their shareholders these days . . . .

 

[mviy]

If you're not at least a WP you can expect a long wait time. QF simply does not have enough people answering the phones.

It wouldn't be as big of a problem if there weren't so many things that have to be done over the phone.

 

[TomVexille]

35 minutes as a lowly SG last Thursday. And that's one of my shorter hold times. Maybe I should start calling the NZ number as that get's picked up in under a minute IME

 

[maia200]

I held on for about 10min and then was asked to leave details for a return call in about an hour. I did that then the message changed to " you are next in queue" ...I thought "interesting' anyway needless to say after an extensive hold I terminated call. I called back early the next morning and got through first time.....luck of the draw I guess.

 

[clifford]

If you're not at least a WP you can expect a long wait time. QF simply does not have enough people answering the phones.

It wouldn't be as big of a problem if there weren't so many things that have to be done over the phone.

This is very true. While I don't usually have to wait long for a response, I do find it a little annoying that I have to call for things that should be able to be handled online.

As an example, I had to call a few days ago to check availability for a FF award flight from DOH to FCO, as the online system doesn't allow Doha to be used as a starting point.

The agent did confirm availability on my preferred date, but indicated that she would charge me the call centre booking fee, even though it could not be booked online. She also mentioned that other agents might waive the fee. Go figure!

 

[dajop]

Be careful what you wish for.

I would much much rather be on hold for an hour and have the call answered by a competent individual (is that still the case with QF?) than being diverted to Philippines or elsewhere and have the call answered instantly by an incompetent person following a script, refusing to escalate and then taking 4 or 5 subsequent calls over 3 weeks to resolve, as is so often the case.

 

[Archphoto]

I do understand they're probably swamped, but my biggest gripe is that I can't do the changes on the website, and they responded to my initial email informing me I *had* to call (security blah, blah, blah).

In such circumstances (ie - I can't make changes to my account right now!!), wouldn't it be more customer friendly to give you a direct number to fix the problem. It'll take 2 minutes tops - verify me, re-implement the question answer and away we go. They've sent umpteen CC offers, but they won't accept my application, because I can't be verified - kind of defeats the purpose of the offer.:mrgreen:


I'd love the "callback" option - but I'm guessing that's only for WPs. I'm not tied to a desk, so trying to shoot a building and being on hold is rather difficult for hours on end.

Back on the phone for the 5th time today - here's hoping I actually get answered in under 45 minutes!

Edit: Success!! And it took all of 5 minutes to verify - now just need to see how long it takes to fix the issue itself.

 

[Danger]

Be careful what you wish for.

I would much much rather be on hold for an hour and have the call answered by a competent individual (is that still the case with QF?) than being diverted to Philippines or elsewhere and have the call answered instantly by an incompetent person following a script, refusing to escalate and then taking 4 or 5 subsequent calls over 3 weeks to resolve, as is so often the case.

I couldn't agree more. Yes, it's frustrating when you have something urgent but I too prefer competence over scripts.

 

[mviy]

If the call volumes get too high they don't have the callback option, I think.