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Message: <blockquote data-quote="dylarr" data-source="post: 2321509" data-attributes="member: 68530">Thanks [USER=24404]@AFF Editor[/USER] / Matt for the great article on Qantas' call centre today. I've noticed this article being passed around at my workplace and it seems to have ignited some anger with wounds from the past few years being reopened by those reading some of the relatable experiences that have been shared.I can also throw my hat in the ring with poor customer service from Cape Town, both within the last month or so:- My parents called up to change a booking that couldn't be serviced online as QF had already made invol changes to the booking. Gave PNR and new dates, placed on hold for 20 minutes (by the way, does anyone know what the hell the Cape Town agents are actually doing when they are placing customers on lengthy holds for the most basic of requests?). Agent came back and said the changes could be made, but would need to pay 2x the taxes already paid when there should have been no adcol at all. After explaining that the taxes and fees had not changed on the QF website, was placed on hold for another 20 minutes before the agent came back and said that they as a "once off" they wouldn't charge any additional fees and a new ticket was reissued. I had to do a similar change myself through the Premium desk and all was completed in a matter of minutes.- Received an e-mail from Qantas to call them in regards to my Classic Flight Reward Seat release request that was created through the Premium desk. Unfortunately this time, the call was connected to Cape Town. Advised them that I was calling per the e-mail about my Classic Flight Reward release request. After placing me on hold for 5 minutes, she came back and said the reservation was confirmed and I would receive the ticket within 24 hours. I said great, do you need my credit card details to pay the taxes and fees? She then put me on hold then came back and told me she had made some updates to the booking (no idea what) and I'd get the ticket in 24 hours. I asked if she was sure because I hadn't paid any taxes or fees, and she just hung up. I called back and got the Premium desk, turns out the request had not been approved at all and no seats had been released.</blockquote>

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