Qantas Call Centre Wait Time

Discussion in 'Open Discussion' started by N860CR, Feb 19, 2009.

  1. N860CR

    N860CR Established Member

    Nov 30, 2004
    3,038
    623
    Brisbane & Sydney
    Has anyone else noticed of late that the waiting time for the Qantas Call Centre seems to be oddly long. I've had to call them 4 times in the last week or so, and on each occasion I've been on hold for over 30 minutes. And this is the "Priority" Qantas Club line. Standard? Or has it been a bad week?
     
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  2. serfty

    Moderator

    Nov 16, 2004
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    Several call this and the maximum wait has been about 15 seconds including the "Calls may be recorded message".

    Of course, that's after entering my WP number ...
     
  3. MelUser

    MelUser Established Member

    Aug 6, 2007
    1,673
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    Melbourne
    I think it depends on your customer value number given by the Altea software which Qantas uses.

    To put it simply, calls are answered in priority based on your status - Chairman's lounge, Plat, Gold and then down the line.
     
  4. Nigelinoz

    Nigelinoz Established Member

    Dec 14, 2008
    1,919
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    Just a point on that,I can understand Qantas wants to look after its established customer base of premium passengers,that's well and good,
    but maybe they should realise that just because somebody may be a bronze FF member doesn't mean that they don't want to enquire about booking an F return SYD-LHR,
    perhaps this is why Qantas is losing some previously loyal customers,just a thought.
     
  5. FL360

    FL360 Member

    Dec 7, 2007
    332
    11
    SYD
    my call to Qantas yesterday was a 20 mins wait,
    It has been longer than usual, I suspect that
    they might get a lot of calls lately because of their
    route cancellation...... which is expected...
     


  6. Skoogle

    Skoogle Member

    Jul 10, 2007
    216
    1
    Sydney
    Same here, no problem at all. :)

    I always enter my own FF number, even when mking enquires for others.
     
  7. Dave Noble

    Dave Noble Senior Member

    Oct 10, 2005
    6,419
    8
    Indeed. Some airlines consider this and do have either a separate 1st, Business and economy booking numbers or on an IVR have a "If you are calling to make / change a 1st or Business class booking press ... " type facility, which seem s v sensible to me

    Dave
     
  8. anat0l

    anat0l Enthusiast

    Dec 30, 2006
    11,330
    2,542
    Brisbane
    I have to concur that I enter in my QFF number each time and as my status has improved over the year the response time I've been getting from the QFF service centre has been increasingly quick! As a WP, not only do I have a minimal wait, but as soon as I press 3 for the QFF customer service centre I get answered without needing to go through the second layer of the phone tree.

    Even then, when I was a QF NB (no QC), the average wait time for me was typically 2 minutes in the best of times and 8 minutes in the worst of times. And there was one time when I was a QF NB and I made a smattering of calls to QF (thank goodness for having plentiful credit on the mobile). Route cancellations, inclement weather or incidents can easily bump up the time, so perhaps I've been fortunate to dodge such times when calling QF.

    Building in an extra layer of tree to cater possibly for international J and F customers would be nice, although just like the Express line at the store I wonder how many people will intentionally use such an avenue to be answered even if they are not enquiring about their J or F ticket and/or they aren't even flying J or F... (and don't say well then key in your PNR - imagine the rage people will flare up when they complain that why should I be expected to know what is a PNR, or know where I can find my PNR, or have my PNR handy when I call you, etc. etc. - remember, people are dumb!)
     
  9. oz_mark

    oz_mark Enthusiast

    Jun 30, 2002
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    They could just say booking reference as they do on the Manage Your Booking section. But given the construction of booking references, those key presses on a phone refer to a wide range of possible references, which might be more of a problem.
     
  10. pauly7

    pauly7 Established Member

    Dec 8, 2004
    3,820
    728
    As a Gold FF I can't even remember being put on hold at all in the last 2 years!

    Dimly remember Bronze days, think I have held for a couple of minutes then.

    Nothing compared to AAPT (If you are impatient - NEVER use them. EVER. Average wait time is about 20 mins Grrr)
     
  11. congee

    congee Junior Member

    Feb 9, 2009
    27
    7
    Brisbane
    Hi All - long time lurker ... no better time to post.

    Mrs Congee (qf bronze) called up last night and waited 43 mins before her call was answered all because we couldn't book a seat for my 20 month old using the kids fly free offer SYD-AKL-SYD. To their credit they did not charge the telephone booking fee ... but i digress.

    "John" told Mrs Congee that some call centre's in asia pacific region 'are being closed' or 'have been closed' recently. On enquiring further "John" indicated that due to the call centre closures the call centre in AU has been swamped and that the wait times described above are now standard unless you have plat / gold status.
     
  12. straitman

    Moderator

    Apr 27, 2003
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    I waited 12 min in NZ on Tuesday. A big apology and some very good service followed. They did say they were extremely busy. That being the case then maybe 12 min was not bad.
     
  13. Grooba

    Grooba Established Member

    Mar 4, 2008
    1,346
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    Personally I haven't ever had to wait for more than about 4 rings after putting in my FF#.

    Phone support is one of the 3 things being WP has as a benifit, along with SYD FL access and double points.
     
  14. straitman

    Moderator

    Apr 27, 2003
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    I needed to ring QF twice yesterday and the timing was outstanding. Straight through on one occasion and about a 30 second wait on the other.
     
  15. russ

    russ Active Member

    Nov 4, 2008
    907
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    Away from the riff raff
    My call wait time is so short that QF has to call me!

    (Okay, I was sitting at the wrong gate...)
     
  16. N860CR

    N860CR Established Member

    Nov 30, 2004
    3,038
    623
    Brisbane & Sydney
    Well perhaps Qantas only care about the golds and platniums these days and forget that their QC members and silver members who still are supposed to be entitled to "priority service" are keeping them flying as well. I'd hate to be bronze!

    I'm pretty dissappointed with the service of late. I emailed QC regarding a small issue over 2 weeks ago, after one week and no response I emailed again and got a call just saying "sorry someone will get onto you shortly", but even that was 8 days ago now. Seems that customer service at the big Q has taken a back seat.
     
  17. ozimax

    ozimax Member

    Feb 23, 2009
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    Waited half an hour today for international res. Reminds me of the good ol' Ansett days...also waited half hour for NAB to transfer my MC points over.

    Lesson? The greater the profits, the less customer service given. Oh for some real competition in Oz, both in banking and in the airline industry.
     
  18. ozimax

    ozimax Member

    Feb 23, 2009
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    This is exactly what happened to Ansett. They rested on their laurels, and Australian Airlines swallowed them up with good old fashioned customer service. Exit Ansett. Qantas had better be very careful. There's a legion of us loyal customers just waiting for a better, more competitive product to arrive.
     
  19. Bundy Bear

    Bundy Bear Established Member

    Jul 17, 2004
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    Usually I have got through in 1 to 2 minutes but today was 5 - 6 minutes to make changes to an online booking because someone got there dates mixed up. :shock: not me, someone I was booking the flights for.

    Both of us are regular Qantas Club member.
     
  20. Nigelinoz

    Nigelinoz Established Member

    Dec 14, 2008
    1,919
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    Eskdale,Vic.Nr ABX.
    I'm still waiting for a response to an email I sent four weeks ago,and a follow up email sent two weeks ago,if I'm lucky I may get a response before Christmas.
    Still I have to admit they are doing better than BA,I sent them an email last July,and still haven't had a reply.
     

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