Qantas Call Centre

[pippen_2k]

I remember when Telstra was under Ziggy Switkowski. Customer service was non existent, especially when it came to call centre's. The share price was horrible, really struggling. Enter David Thodey - the first thing he addressed was customer service. Phone call responses became super fast and live chat become a good means of connecting. Not long after Telstra share price started heading North.
I still can't believe Businesses like Qantas lack the basic customer service like answering the phone. Address the customer service and the people will come. I guarantee you that.

 

[helenaparis]

Or even a private message to Red Roo?

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

I have been calling Qantas Call Centre all morning...currently I have been on hold for more than one hour. It's such a bad look for Qantas. And not how I want to spend my Sunday...I also messaged them via Facebook....it made no difference.

 

[RooFlyer]

I have been calling Qantas Call Centre all morning...currently I have been on hold for more than one hour. It's such a bad look for Qantas. And not how I want to spend my Sunday...I also messaged them via Facebook....it made no difference.

As I think I said up-thread. Qantas does not want your business, so they treat you with contempt, hoping you'll just go away.

Unless you really need to deal with them, go somewhere else.

 

[helenaparis]

As I think I said up-thread. Qantas does not want your business, so they treat you with contempt, hoping you'll just go away.

Unless you really need to deal with them, go somewhere else.

I would, but I need to cancel an frequent flyer reservation that I am unable to cancel online....

 

[nonscenic]

Tried calling 13 11 31 with a FF query. The menu had 1 for domestic 2 for international and 3 for FF but somehow 3 didn't seem to work and seemed to be linked to 4 "change my pin". Gave up and emailed my complaint instead (finding that after cancelling QF1508 HBA-MEL and making me wait for a JQ flight three hours later, a missing points claim came back with a big fat 0)

 

[N860CR]

On hold at the moment. Trying to book a oneworld award and the website is failing at the payment stage, of course. "Expected hold time is greater than one hour". What an absolute joke!

 

[kermatu]

On hold at the moment. Trying to book a oneworld award and the website is failing at the payment stage, of course. "Expected hold time is greater than one hour". What an absolute joke!

In the past 5 weeks I have called the generic, overseas call lines for Lufthansa, Veuling, Singapore Airlines and Iberia. Got through in less than 4 minutes every time and my issue resolved immediately. This will rapidly become a severe QF failure unless addressed.

 

[RAM]

They are for me. Have they been higher in the old days?

Well as you asked.

For the cost of Y SYD-PER rtn (in 1990) on Q I could fly SYD-AKL, stay 2 nights in a 5 star hotel, then fly AKL-PER, PER-AKL and AKL-SYD and have $260 spending money to boot. Most upset when the conference I was to address got canned.

 

[N860CR]

As an update, spent an hour and 15 on hold. Call was eventually answered by a disinterested sounding guy. He was given the routing details and proudly announced that he'd charge me a booking fee. I told him the website wasn't working and got a verbal shrug. I figured I'd just get the thing booked and deal with it afterwards. He took my card details and put me on silent hold. There I stayed for 30 minutes.... I logged into westpac and saw my card had been charged once for the total taxes and then again for the taxes for one person. My frequent flyer account shows a reservation number, but no ticket. After 45 minutes, still silence on the line so clearly the Qantas charmer has disappeared without even bothering to tell me they've put the booking through. At 1:46am, over 3 hours after the call was first made, I hung up. I still have no idea what has actually been booked.

What a terrible joke QF has become!

 

[russ]

If QF is cutting costs so much in the parts of the business we can see, how much are they cutting in the parts of the business we can't see?

 

[mannej]

If QF is cutting costs so much in the parts of the business we can see, how much are they cutting in the parts of the business we can't see?

Let me guess the inference - aircraft maintenance by any chance?

 

[JohnK]

Let me guess the inference - aircraft maintenance by any chance?

I wouldn't be surprised. Corporate greed knows no bounds.

How can one possibly explain cost cutting in all areas of the business including laying off staff and providing inferior service to customers yet executive salaries increasing?

 

[marki]

As an update, spent an hour and 15 on hold. Call was eventually answered by a disinterested sounding guy. He was given the routing details and proudly announced that he'd charge me a booking fee. I told him the website wasn't working and got a verbal shrug. I figured I'd just get the thing booked and deal with it afterwards. He took my card details and put me on silent hold. There I stayed for 30 minutes.... I logged into westpac and saw my card had been charged once for the total taxes and then again for the taxes for one person. My frequent flyer account shows a reservation number, but no ticket. After 45 minutes, still silence on the line so clearly the Qantas charmer has disappeared without even bothering to tell me they've put the booking through. At 1:46am, over 3 hours after the call was first made, I hung up. I still have no idea what has actually been booked.

What a terrible joke QF has become!

Awful Red Roo anywhere?

 

[Red Roo]

Hi N860CR,

I'm so disappointed to hear this and want to get the matter sorted for you. Are you able to PM your details?

Red Roo

 

[Doctore1003]

My recent experience with calling QF has been great - I've spoken with them four times over the past fortnight; three times getting a call back in less than 10 minutes and once was on hold for a couple of minutes before getting through. Calls were early afternoon and evening, weekdays. It felt like a big improvement from the situation a few months ago.

 

[MEL_Traveller]

Hi N860CR,

I'm so disappointed to hear this and want to get the matter sorted for you. Are you able to PM your details?

Red Roo

Red Roo... this problem with call centre wait times has been going on for months... well before the beginning of 2016.

can you please provide an update on why there is a problem, and when it is expected to be fixed?

 

[Reeldeel]

I wouldn't be surprised. Corporate greed knows no bounds.

How can one possibly explain cost cutting in all areas of the business including laying off staff and providing inferior service to customers yet executive salaries increasing?

Hearing you!!

Sadly most boardrooms these days are run by corporate accountants who are great at slashing costs and controlling short term balance sheets but have no idea about the damage they are inflicting on corporate image and sustainability.

I'm wondering if Qantas realise the extent of what is really happening here with this call centre issue. You would think they are getting the message from this forum.

I'm sitting here right now waiting on a call back and my patience is wearing thin.

 

[RAM]

Hearing you!!

Sadly most boardrooms these days are run by corporate accountants who are great at slashing costs and controlling short term balance sheets but have no idea about the damage they are inflicting on corporate image and sustainability.

I'm wondering if Qantas realise the extent of what is really happening here with this call centre issue. You would think they are getting the message from this forum.

I'm sitting here right now waiting on a call back and my patience is wearing thin.

You're nearly there but not quite.

If you look at the CVs of directors across most public and private mid-sized to multi-national companies you find almost nobody who ever was an accountant. You find MANY, MANY lawyers or PR or Sales people.

Similar to public politics - the climb to nearly every boardroom is over the top of bodies.

1 + 1 does not make 2 as far as board positions are concerned. What seems to drive many boards is the cosy duopoly between their remuneration and the CEO's remuneration. Their remuneration is here and now - the damage they cause comes back to bite some years later (in many cases).

Have you ever noticed that directors are a bit like birds?

They follow each other and stay in close 'family' sub-groups. Equally, interesting to look at which directors are on the remuneration sub-committees across organisations.

Equally interesting is how they 'benchmark' the director's fees against other company's director's fees.

Ever heard of a daisy chain?

 

[NZ_Flyer]

Not that it's a big deal but a painful experience yesterday. Called yesterday to date change a J flight AKL-SYD-DRW. On hold for a few min then went through to a non-Premium reservation agent and the whole thing took over an hour. First tried to charge me a $40 service fee and we argued about it being waived as I couldn't change online. Finally waived it. Then he tried to tell me to the fare difference and $150 change fee would total just under NZD$3500 for flights via SYD or NZD$1500 via BNE. I jumped on EF and the BNE flights were in the same booking class so I challenged him on that price...and when he finally went through to the ticketing desk he came back with a total (correct) change cost of NZD$158. Sigh.

 

[Flying mermaid]

I had a good experience! had a message saying flight was cancelled first thing this morning. Phoned the number, went into a queue and then had a message offering callback. I hung up, phoned the premium line and had a lovely lass (called Claire I think). She moved me to another flight, totally felt my pain and was very apologetic and sympathetic. I am really going to miss Platinum, just for the call centre.