Qantas Call Centre

[nutwood]

I would to agree that something changed within the last twelve months. I would think towards the end of last year. Prior to that I was finding that the premium service was just that. Now, I always take the call back option, which works but isn't always convenient. I have just reached Platinum so it will be interesting to see if the service improves.
I would have to agree with those making the point that customer service is the face of the business. The other change I have noticed, although it's harder to quantify, is the quality of the service, once you do speak to someone. Previously, it was very, very rare to get a Qantas agent who wasn't friendly, efficient and helpful. They left you feeling that they had done everything within their power to assist, even if they had to bend the rules a little bit to help a special customer. There still are agents like that, but there are now others who don't seem to have had the same training. On a couple of occasions I have found myself arguing with them over flight conditions when I knew, from experience, that I was totally correct. One example was the bloke who insisted that if I put a flex fare into credit (created a voucher), I'd be charged a fee when using it to book a flight online. My flights change all the time so I've gone down that path numerous times and knew perfectly well he was wrong. I've used vouchers to do multi-city bookings over the phone and no fee (apart from fare difference), providing it was a flex fare originally. Couldn't convince him though. Just let it go and rang back again, different agent, no problem.

 

[pthomson]

I would agree with the mixed messages coming from the Qantas personnel. I have had Silver privileges for more than a year and on most flights have been delighted when contacting Qantas staff and requesting to be allocated emergency exit seats - a privilege for Silver Status. Last week phoned and received a gruff female who apparently had worked serving platinum members for 12 years who refused to assist me. Not sure what other benefits of Silver Status would bring if not to assist with such requests. There is nothing else being offered for this loyalty except the hope that I get more leg room when I am over 6 foot tall!

 

[mannej]

I would agree with the mixed messages coming from the Qantas personnel. I have had Silver privileges for more than a year and on most flights have been delighted when contacting Qantas staff and requesting to be allocated emergency exit seats - a privilege for Silver Status. Last week phoned and received a gruff female who apparently had worked serving platinum members for 12 years who refused to assist me. Not sure what other benefits of Silver Status would bring if not to assist with such requests. There is nothing else being offered for this loyalty except the hope that I get more leg room when I am over 6 foot tall!

Depending on the routes you are talking about, the Exit rows/extra legroom seats aren't necessary a benefit for a PS member. Definitely not having them FoC.

 

[robtemt]

I've been trying to change an award booking. My problem has been not with wait times, I've been "lucky", as the 5 calls (plus 1 chat) I had to make for this, once I selected the call back option and only had to wait 20 minutes, otherwise I was right through without holding, even as a lowly unworthy silver!). My issues have been with lack of service, and actual knowledge and system familiarity the agents have. In the past 3 days that I've been trying to change this booking, 3 agents (2 on phone 1 on chat) told me there were no seats available avail for award bookings despite the QF site ("false availability") and EF showing saver award availability, and one said they could see the seats but could not book them.

I actually had an agent argue with me this morning telling me that I hadn't called before, and then said "I see you were on chat with an agent yesterday, and they told you no seats were available, I'm not going to tell you anything different"! W-T-F?

I hung up on her, and called back, and spoke to an agent who not only apologised for her colleagues, but said instead of leaving me on hold while she contacted a senior to approve the change, and while she called the rewards centre to process points refund, she would sort it out, and CALL ME BACK, and would provide feedback to the other staff on how to actually solve the problem and make the booking! AND she waived the cancellation/change fees. This agent should be doing the training, but then the XX number of customers who are lucky enough to talk to her each day would get stuck with someone else! I wrote to QF on facebook, and pointed out both the bad and the good staff members by name, as I know the good ones don't get enough recognition.

Tip: If anyone runs into the issue of finding EK seats (especially F/Z or J/D) as avail on QF Site, and then told not avail by an agent, I was told today that they need to actually make the booking in order to see the award availability for those flights as a work around (that was the simple explanation she gave me). So if you see on Expert Flyer, etc. that there are award seats avail, and on QF site they show avail, push the issue, and ask for a senior if you aren't getting anywhere. Don't miss out on your seat!

 

[pthomson]

Depending on the routes you are talking about, the Exit rows/extra legroom seats aren't necessary a benefit for a PS member. Definitely not having them FoC.

Well what would be the "seating privileges" a PS member gets? Certainly when viewing the map for a booking to HK via Sydney (and I only wanted Exit row on domestic legs), Row 17-2X came up but this is the same for Bronze..,...

 

[jcb]

Amongst the most frustrating things in life is the Qantas Call Centre. Having slipped back from gold status to silver and now to bronze, my calls take on average 2-3 hours to be returned and then only if offered the call back. Yesterday I tried the chat line but connected with the most unhelpful person I have so far experienced at Qantas. I shall not name her here! I caved and rang for the call back. When I received it finally, an immensely helpful lady solved my four connected issues including two that were deemed impossible by the chat lady earlier. The helpful lady saved me about 40,000 points that the chat lady had wanted to charge for. I fear the chat line is there for new operators to build up their experience. Dont use it if you can help it.

 

[Mattg]

Well what would be the "seating privileges" a PS member gets? Certainly when viewing the map for a booking to HK via Sydney (and I only wanted Exit row on domestic legs), Row 17-2X came up but this is the same for Bronze..,...

This is a little off-topic, but I believe Bronze members only have access to rows 19 and beyond on domestic 737 flights. In this case the difference between bronze and silver is minimal, but the difference is more noticeable on international flights.

 

[mannej]

Well what would be the "seating privileges" a PS member gets? Certainly when viewing the map for a booking to HK via Sydney (and I only wanted Exit row on domestic legs), Row 17-2X came up but this is the same for Bronze..,...

This is a little off-topic, but I believe Bronze members only have access to rows 19 and beyond on domestic 737 flights. In this case the difference between bronze and silver is minimal, but the difference is more noticeable on international flights.

Whilst OT, a NB can generally see from Row 19 back on a domestic 737 service. What I think you may be seeing is a stricter stance on ensuring Status zones hold until T-80.

 

[Daver6]

Having just booked a J 208k award I've had to call a few times as a PS. First time was about 9pm on a Sunday evening in Perth. On hold for about 10 minutes. Got through to NZ.

Then for a few changes during the week, called during office hours and selected the call back option. Both times the call back time was roughly as advertised. Found all staff to be really friendly and helpful. The call back service works well for me, but I can see how it wouldn't be great for others.

 

[RAM]

The Golden Rules for SUCCESSFUL Call Centre contact

• Purchase a 64/96/128 page notebook (and possibly a small flip-over pad for use out and about)
• At the start of every call to a business/charity/Govt Dept - write down the date, time call started
• When answered write down both names of the operator. Make a point of asking for their surname "so you can ensure they get acknowledged for helping you"
• Get them to repeat their surname just so it sinks in you have written it down.
• ALWAYS be polite and acknowledge they are the meat in the sandwich made by others.
• If they've obviously less knowledgeable than you - offer to email them a screen shot showing proof of your issue.
• In 2 out of 5 cases - ask to speak with their team leader.
• Mark down how many times they refuse/delay/won't put you through.
• Drop into the conversation that, "I've been on the line now XXm yy seconds" so they know you are monitoring the call closely.
• When finally transferred - thank them even if you feel like packing them in separate carry-on bags.
• Very succinctly (dot point style) outline key issues with team leader after getting their name, surname and official title.

Where possible get a ref number (Q don't but many other organisations do) - that clearly shows that you know how their system really works.

Some nameless Govt depts just ignore a call unless you have requested a ref number.

Most fun in ages was a call to a Council over storm damage and branches down on major road. After giving detailed location info (outside #232 to 236, 312, 410 etc) and was nearly wrapping up the call after being assured all the details I'd provided had been written down - when I asked for the ref #.

Silence, repeated request. "Oh, you don't need that as I will make sure this is dealt with in the next half hour."
Thank you for that but I would like to be able to pass this on to our local Precinct Committee as an example of how good a service we get from the Council and so your effort can be recognised.

VERY GRUFF - "It will take a couple of minutes to get you one, are you sure?"

Yes.

Seems she could not read any of her own writing, did not remember the street name (only 4 major roads in council area) and so had to provide every detail once more.

Even in 'emergency' conditions they'll try it on unfortunately.

 

[MEL_Traveller]

The Golden Rules for SUCCESSFUL Call Centre contact

• When answered write down both names of the operator. Make a point of asking for their surname "so you can ensure they get acknowledged for helping you"
• Get them to repeat their surname just so it sinks in you have written it down.

I would suggest demanding a surname could be confronting for some staff - and I'm not sure they have to provide it to you. A first name will usually suffice.

Demanding a surname, which can then potentially expose the operator to harm is a problem. A surname, particularly an unusual one, opens up the opportunity to track a member of staff on social media, or find a home address.

I would expect my staff to give out their surname only if they chose to do so, and would support their decision not to if they felt uncomfortable.

 

[JohnK]

Called yesterday PM, put phone on speaker, hung up after 2 hours 43 minutes

As a Platinum I waited ~1 minute yesterday. Not sure whether I heard premium desk so could be cutting into normal call centre queue.

Not good for everyone else.

 

[robtemt]

As a Platinum I waited ~1 minute yesterday. Not sure whether I heard premium desk so could be cutting into normal call centre queue.

Not good for everyone else.

That was you who cut in front of me????

I'm thankful I haven't had any long waits like that which some people are talking about. I called EK the other day, I'm a "blue tier" with 700 EK Miles. The phone didn't even hardly ring before I was speaking to someone who unblocked some seats for me without even a heavy sigh. 2 hours to talk to QF is just shocking.

 

[benjy]

I would suggest demanding a surname could be confronting for some staff - and I'm not sure they have to provide it to you. A first name will usually suffice.

Demanding a surname, which can then potentially expose the operator to harm is a problem. A surname, particularly an unusual one, opens up the opportunity to track a member of staff on social media, or find a home address.

I would expect my staff to give out their surname only if they chose to do so, and would support their decision not to if they felt uncomfortable.

I agree. The employees in the contact centre organisation I work for are not required to release their surname if asked, they can offer their surname initial and employee number.

As a contribution to this thread, understanding 2-3hr wait times, it appears Qantas call centre is roughly 200-250 under staffed during peak times, they either don't have funding for additional staffing or a place to put them, or their workforce management team is severely inexperienced.

Prior to 3 months ago, my work had 45-60 minute maximum waits during peak times, and at times up to 80 minutes, simply not acceptable anymore. A screenshot from a customer showing 80 minute wait time sent directly to the CEO quickly got the ball rolling on additional funding. 100 new staff employed and trained over 6 weeks. Now having a maximum wait time of 15 minutes is not acceptable and serious questions are asked.

Perhaps it's time to sending screenshots of wait times directly to Alan?

 

[orin]

On hold now for 1hour and 17minutes while reading this thread. No indication when I will get through and no offer of a call back.

Terrible service!

 

[katiebell]

The excellent MEL call centre was closed some time ago, perhaps around the time call waits blew out? In addition if efforts are being put into on line chat and social media then it is likely that resources are being diverted from answering the phone. As to email: what a frustrating waste of time… Not only are the categories not appropriate to any issue I have had, the website diverts to a FAQs page when all I want to do is get in touch with QF and the website then requires duplication of data entry… QF certainly have no interest in customer care & feedback. I have made a complaint about a serious issue and am still waiting for an answer . Yet every time i go to the website that annoying on line chat box appears.

Stress can make people seem rude and unhelpful: chronic understaffing is a significant cause of stress.

I suppose management bonuses depend on cutting costs but the long term consequences of hacked off customers looking elsewhere for flights will not manifest until the current management have moved on with handsome bonuses.

 

[JohnK]

Now having a maximum wait time of 15 minutes is not acceptable and serious questions are asked.

Any wait for customer service is unacceptable. Unfortunately a lot of companies have gone down the path of understaffed call centres.

Perhaps it's time to sending screenshots of wait times directly to Alan?

A screenshot from a smartphone on the length of call?

 

[RAM]

I agree. The employees in the contact centre organisation I work for are not required to release their surname if asked, they can offer their surname initial and employee number.

As a contribution to this thread, understanding 2-3hr wait times, it appears Qantas call centre is roughly 200-250 under staffed during peak times, they either don't have funding for additional staffing or a place to put them, or their workforce management team is severely inexperienced.

Prior to 3 months ago, my work had 45-60 minute maximum waits during peak times, and at times up to 80 minutes, simply not acceptable anymore. A screenshot from a customer showing 80 minute wait time sent directly to the CEO quickly got the ball rolling on additional funding. 100 new staff employed and trained over 6 weeks. Now having a maximum wait time of 15 minutes is not acceptable and serious questions are asked.

Perhaps it's time to sending screenshots of wait times directly to Alan?

The act of asking for it confirms that you are serious is taking down details of the call. The number of refusals I experience would be less than 1 in 10. In those cases they often provide me with their employee number.

Some large call centres these days have many Mohameds for example.

Over the years I have caught out a handful who provided me with a fake name as I subsequently followed up the call later in the day and quoted the approx call start time, duration and description of the operator. None of those caught out were from Q btw. The out-sourced WoW call centres are another matter.

 

[MEL_Traveller]

The act of asking for it confirms that you are serious is taking down details of the call. The number of refusals I experience would be less than 1 in 10. In those cases they often provide me with their employee number.

There are other ways of achieving the same result without having to be confronting by demanding personal information - for example an employee number.

Complying with a demand from someone doesn't necessarily mean the agent agrees or feels comfortable with the customer or their request.

 

[RAM]

There are other ways of achieving the same result without having to be confronting by demanding personal information - for example an employee number. <Note I did mention employee number as an alternate in some cases - RAM>

Complying with a demand from someone doesn't necessarily mean the agent agrees or feels comfortable with the customer or their request.

Totally correct but that is somewhat beside the point.

The aim is to ensure that you the customer actually get treated fairly, respectfully and correctly.

That the call centre operator (generally not limited to Q) does not just string you along and then move on to the next customer. That is a situation I have uncovered literally dozens of times over the years. The most recent being a certain City Council after the April wind storms.

With the advent of call centre out-sourcing to 3rd parties within Australia and overseas - there is an incentive for a call centre to 'hide' customer dis-satisfaction. There is also an incentive for an individual operator to do the same in certain circumstances.

In around a dozen cases I have taken this up with the company secretary of the parent company. In the late '00s it was Qantas - and it led to changes in their policy/procedures manual. Asking for a digital copy of the call is always useful when dealing with a company secretary subsequently.

Two major banks, one of the two supermarket majors and a large insurance company have also changed their procedures (in one case the 3rd party call centre operator) as a result of me providing a documented audit trail of each issue. Deleted recordings of phone calls are a fatal error for any 3rd party call centre operator trying to hide their guilt. In another more recent case it resulted in changing how a major supermarket priced their products for online shopping Australia-wide.

On the flip side as customer then your courtesy is paramount. Never raise your voice, never threaten but simply ask, and when you do receive excellent service - don't forget to ask to speak to their team leader or supervisor.