Qantas Call Centre

[Reeldeel]

Is it just me or is contact with Qantas becoming more difficult. Rang their call centre last week and today and put on a very long queue.

Tried the call back option and did not get called back.

Normally a couple of rings and I get someone.

Similarly, a few weeks ago was in Los Angeles and had to contact them urgently, it was not possible to talk with them even after waiting 50 minutes.

Is this further erosion of status? (for the little bit I have)

 

[Dr Ralph]

I don't believe it could get more difficult. 40 mins is the shortest time I've ever waited.

 

[Red Roo]

Is it just me or is contact with Qantas becoming more difficult. Rang their call centre last week and today and put on a very long queue.

Our Contact Centres are experiencing higher than usual call volumes. They are available 24/7, so please do try again.

Alternatively, you can try Web Chat or getting in touch with our social media team on Facebook or Twitter.

 

[russ]

Why not email?

 

[Daver6]

Our Contact Centres are experiencing higher than usual call volumes. They are available 24/7, so please do try again.

Alternatively, you can try Web Chat or getting in touch with our social media team on Facebook or Twitter.

Every time I call I get the "experiencing higher than usual call volumes" spiel. So actually, that becomes the norm, not the exception. Time to put on more staff in the call centers.

 

[BettyB]

I've only used this contact number once before and I remember waiting more than an hour.

 

[BettyB]

Why not email?

I did that once as well and never got a response.

 

[Red Roo]

Why not email?

Or even a private message to Red Roo?

It's hard to offer an appropriate email address without knowing what the query is.

 

[Conrad_S]

I call a few of times a year. Never had to wait. 2 calls this month it was 1 hour and 15 minutes. Both times call back worked fine.
Never realised that call back put you at the front of the queue rather than connecting directly. Both times agent sounded pretty busy but were helpful.

 

[russ]

If QF can manage issues coming in through one Facebook page, one Twitter account or one AFF account, it must be able to manage issues coming in through one email account.

 

[NZflygirl]

This doesn't solve the issue but whenever I'm making calls to airlines or banks etc I always make sure I'm doing something else so I can just put it on speaker phone and carry on. I guess I know there's a good chance of going in a queue so...might as well do something else productive while waiting!

 

[Vim Fuego]

Read the visitor posts on their face book page, wait times for the call centre has been a constant complaint for over a month now.

 

[bsb]

Or even a private message to Red Roo? .

that will come back to bite you

 

[ric_melb]

Rang Qantas to change a booking on Monday. Recorded message said all agents were busy, would I like a call back. Didn't specify what the delay was. So I thought I would accept a call back.
After agreeing to the call back, was advised of a delay of 5 minutes! (I could have waited 5 minutes!). Hung up the phone, and the call back was immediate. Obviously there are delays, but not always.

 

[MEL_Traveller]

Our Contact Centres are experiencing higher than usual call volumes. They are available 24/7, so please do try again.

Alternatively, you can try Web Chat or getting in touch with our social media team on Facebook or Twitter.

Read the visitor posts on their face book page, wait times for the call centre has been a constant complaint for over a month now.

Indeed - I raised it here on AFF with a dedicated thread two months ago: http://www.australianfrequentflyer....raordinary-call-wait-times-tonight-72456.html

There doesn't seem to be any explanation forthcoming as to why.

I suspect this will be the new 'normal'.

 

[russ]

Didn't they just close a call centre in Brisbane or something?

 

[eminere]

Every time I call I get the "experiencing higher than usual call volumes" spiel. So actually, that becomes the norm, not the exception. Time to put on more staff in the call centers.

That irritates me every time I hear it offered as an excuse for long hold times.

 

[Red Roo]

That irritates me every time I hear it offered as an excuse for long hold times.

At least we're consistent!

Jokes aside, I agree it's frustrating. However some times are can be busier than others, and it is a peak travel period with many returning back to work, school, etc...

 

[zig]

Indeed - I raised it here on AFF with a dedicated thread two months ago: http://www.australianfrequentflyer....raordinary-call-wait-times-tonight-72456.html

There doesn't seem to be any explanation forthcoming as to why.

I suspect this will be the new 'normal'.

I thought this thread sounded familiar

I have phoned the call centre 3 times this month and accepted the call back option each time. Each time the wait was advised to be 12 minutes, and that was accurate. All call backs worked.

 

[esseeeayeenn]

I know the premium call centre is a different number but my experience with it has been excellent.
I was recently calling from Europe so I was very conscious of call times. I called several times to resolve some booking issues and was connected straight away every time.
When an issue became intractable a staff member undertook to fix it offline, email me if everything was resolved, or call me back otherwise.
I was happy to receive an email confirming everything was resolved.
Excellent service all round.