Qantas-call centre good service

[Ozchorlton]

I contacted the Qantas call centre yesterday for the first time in years. My award flights had not been ticketed. I was expecting bad service as per the issues I read about on these forums. I spoke to James in Manila and got great service. It took him about ten minutes to resolve my issue. Maybe the Qantas ‘training’ is paying off?

 

[ChrisMars]

I contacted the Qantas call centre yesterday for the first time in years. My award flights had not been ticketed. I was expecting bad service as per the issues I read about on these forums. I spoke to James in Manila and got great service. It took him about ten minutes to resolve my issue. Maybe the Qantas ‘training’ is paying off?

Good to hear service can be good. It might be informative for us to know which was the operating airline.

Ticketing nightmare happens when the ticket is not issue quickly enough, and the operating carrier reclaim the seats. Recovering from those scenario is imho the real test to determine if Qantas call center lifted their game or not.

 

[Ozchorlton]

Good to hear service can be good. It might be informative for us to know which was the operating airline.

Ticketing nightmare happens when the ticket is not issue quickly enough, and the operating carrier reclaim the seats. Recovering from those scenario is imho the real test to determine if Qantas call center lifted their game or not.

QF are the airline - BNE - AUK in May.

 

[ChrisMars]

QF are the airline - BNE - AUK in May.

Yea, that isnreally the best scenario with ticketing issue. Qantas keeps the seat warm (I think BA is equally good). Other airline like CX will cancel the seat quickly if not ticketed.

How did you find out about ticketing issue? There was a post earlier this year that mention that for qantas metal, the app will report ticketing issue. Did you find out that way?

 

[Ozchorlton]

Yea, that isnreally the best scenario with ticketing issue. Qantas keeps the seat warm (I think BA is equally good). Other airline like CX will cancel the seat quickly if not ticketed.

How did you find out about ticketing issue? There was a post earlier this year that mention that for qantas metal, the app will report ticketing issue. Did you find out that way?

The app didn't report it, but I didn't get the email with the e-ticket, so I found out that way.

 

[Dr Ralph]

I contacted the Qantas call centre yesterday for the first time in years. My award flights had not been ticketed. I was expecting bad service as per the issues I read about on these forums. I spoke to James in Manila and got great service. It took him about ten minutes to resolve my issue. Maybe the Qantas ‘training’ is paying off?

Is that you Alan?

 

[Aussie_flyer]

What is with Qantas award tickets not being ticketed. I have one sitting in a manual queue as well. I rang too late last night and they were unable to speak to the FF team. They said the system believed i did not have the required 8000 points...

 

[elanshin]

What is with Qantas award tickets not being ticketed. I have one sitting in a manual queue as well. I rang too late last night and they were unable to speak to the FF team. They said the system believed i did not have the required 8000 points...

End of DSC, huge volume of people booking stuff.

 

[Ozchorlton]

Is that you Alan?

Yes it's me

 

[Ozchorlton]

Yes it's me

Who is that?

 

[DC3]

I contacted the Qantas call centre yesterday for the first time in years. My award flights had not been ticketed. I was expecting bad service as per the issues I read about on these forums. I spoke to James in Manila and got great service.

Manila? Good service? Have you bought the lottery ticket yet?

 

[DC3]

End of DSC, huge volume of people booking stuff.

 

[CorporateFlyerMEL]

I have been having issues with award ticket being issued - travel early July - credit card debited but no points deducted and includes Jetstar Asia flight - went to do seat selection on Jetstar and cannot do so as a random $ figure is listed as outstanding, presume linked to Qantas not issuing the ticket. Booking shows up on app and also the Jetstar Asia website, but not on MB on the website...

 

[Ozchorlton]

I have been having issues with award ticket being issued - travel early July - credit card debited but no points deducted and includes Jetstar Asia flight - went to do seat selection on Jetstar and cannot do so as a random $ figure is listed as outstanding, presume linked to Qantas not issuing the ticket. Booking shows up on app and also the Jetstar Asia website, but not on MB on the website...

Looks like you haven't been ticketed, either. Call the call centre and say 'I haven't been ticketed'.
See what happens

 

[elanshin]

Just got HBA and the lady solved a weirdly complex issue without skipping a beat.

Check: platinum request for flight (denied).
Split myself from my partner in our booking.
Check for myself different outbound flight (no dice, she even checked other departure cities without prompting).
Change flight to route via SIN on QF+JL. Had some weird things but she did a bunch of stuff and it cleared (previous call centre couldn't see the JL ticket).

Then had to do a deep dive to clean up our ticketing and points and manually worked out the points. As we just split myself off with a new PNR, thr QF computer thinks its a new booking thus using the new points pricing so she had to manually calculate what the old pricing table was, the difference and charge that.

All done within 20mins. Senior Hobart still pretty solid. Sadly its still luck of the draw for me to reach Hobart as well.

 

[kevrosmith]

Sadly, these days, the title of this thread is the definition of an oxymoron when it comes to the vast majority of experience for Qantas customers.

 

[Grumpy]

Ssdly, these days, the title of this thread is the definition of an oxymoron when it comes to the vast majority of experience for Qantas customers.

Yes they have no idea, took ober 2 hrs on phone multiple holds to change RTW flight, they have no idea of their rules. Dont understand why I have to educate Qantas sraff on fare rules

 

[TheInsider]

Sadly, these days, the title of this thread is the definition of an oxymoron when it comes to the vast majority of experience for Qantas customers.

Yes their off shore call centres are cough, but yet still something like over 30,000-50,000 travelling per day. I guess the vast majority of Qantas customers don't need to call the contact centre for everything.

 

[VPS]

Yes they have no idea, took ober 2 hrs on phone multiple holds to change RTW flight, they have no idea of their rules. Dont understand why I have to educate Qantas sraff on fare rules

And welcome to AFF. Took a while for your first post

 

[kevrosmith]

Everyone has to take a dump everyday... doesn't mean it's a pleasant experience for everyone each time. Just something that has to be done.