The majority of customers wouldn't have needed to call if QF had offered refunds in the first place, and then processed them quicklyThe issue is the majority of customers don't need the call centre and it's an expense for them to be there. It doesn't make them money so to speak.
I do understand the cost of humans in call centres of course but they still are needed in these times...
It is ridiculous imo for ANY customer to have to wait so long let alone a mid tier elite.I am a QF Gold and it took me 1hr 5mins on Tuesday afternoon to get through.
Because they just don't care.Why the long wait FFS?
Four hours+ isn't uncommon.Hour and a half so far.
I had to call about 4 weeks ago, spent almost 5 hours on hold in total (over four calls). Eventually managed to get the callback option and an hour later got a call back. Had to talk to someone twice because the first person I spoke to didn't do what they said they would when fixing up a booking.Because they just don't care.
Four hours+ isn't uncommon.
I got sick of them wasting my time and giving me the run around re refunds for flights they cancelled so I lodged a dispute with Fair Trading. That 20 mins was well worth spending and I should have done it a lot sooner rather than continually giving Qantas chances to sort their problems out.