Qantas Contact Frustration

[Mattg]

No doubt the call centre issues will be resolved by a new call centre in MNL

Please, no... don't give them ideas! :shock:

 

[maroonone]

Please, no... don't give them ideas! :shock:

It's okay they are looking for opportunities for primary school work experience in the April school holidays these individuals don't quite have the skills to stuff up the website yet.

 

[defurax]

Just to contrast, called AA as a nobody (couldn't get the voice recognition to understand my accent!) and got through instantly.

Same experience last week...though it was 6AM US (EST), maybe it gets busier during the day. The lady was lovely and made sure that "Honey" (calling all the way back from Australia) was rebooked in F after some of his flights had been cancelled by AA:mrgreen:

 

[JohnK]

No doubt the call centre issues will be resolved by a new call centre in MNL

My past few experiences with Manila call centres has been good. Better staff training? Not hiring people with heavy accents that are difficult to understand?

I dread everytime I call AA Sydney. I find it really hard to understand some USA accents and I am sure they feel the same way about me.

 

[emeline]

Is the live chat feature still a thing? I'd like to be able to check why I can't change my LAX-SYD flight online (booked in flex Y, but my SYD-LAX was booked in sale Y+ though I've done it this way before and never had an issue changing online). I'd like to be able to browse my options without having to call up (and be able to check expert flyer for loadings in J before I change my flight! )

 

[Mr_Orange]

Go away and get some status, come back and try again.

That is really unhelpful and is just trolling.

 

[ComeFlyWithMe]

That is really unhelpful and is just trolling.

Trolling or a concise summary of QF's attitude toward customer service?

 

[atreides]

The call centre waiting times are incredibly bad for non status passengers. I would hate to be answering some of these phone calls and immediately copping an earful.

Also as stated before, call back isn't always offered. This should be fixed.

 

[Pushka]

The call centre waiting times are incredibly bad for non status passengers. I would hate to be answering some of these phone calls and immediately copping an earful.

Also as stated before, call back isn't always offered. This should be fixed.

Not just low status. Recent WP experience of 90 minutes.

 

[Kangarucci]

Tuesday late afternoon, more than one hour wait- hung up.
Wednesday late afternoon, more than one hour wait but was offered a call back and would not lose my position in the queue. Four hours later still no call back.
Phoned again and I thought that I was through to someone as no mention of wait time. Left phone on speaker. Two hours later James answered. Said that they had system issues!

Sent messages/post on Facebook. Very poor reply- just sorry and no explanation of why.

 

[UP4014]

That is really unhelpful and is just trolling.

But that's the truth. QF PR dept couldn't care less in case you hadn't noticed. If you climb the tree and get the number to call well fantastic you must be a customer worth talking to. Otherwise, join the queue.

 

[UP4014]

The call centre waiting times are incredibly bad for non status passengers. I would hate to be answering some of these phone calls and immediately copping an earful.

Also as stated before, call back isn't always offered. This should be fixed.

I don't understand how they can make t that bad, when your business is taking money off people surely you want to do it as quickly as possible so you can get to the next person. Seems like the 1950's government railways attitude to customers and public relations.

 

[AndyGoodyear]

Saw a comment from Red Roo on another thread.

The premium desk appears to be answered promptly with hardly any wait time. Not good for the others.

I called last week to change the dates on a booking i had just made. There was a one hour wait for the premium help desk. Having status (albeit gold) doesn't help. My calls as a silver used to go through quicker and I never experienced wait times of more than 5 minutes. Now each time I call as gold, it's upwards of one hour.

 

[N860CR]

To add one to the list... Parents were booked to travel to LA today. Received a text last night saying the flight had been cancelled. Nearly a 2 hour wait to speak to somebody. Given they'd cancelled an ultra long haul flight the night before and had not automatically rebooked people, we were not impressed with the extended waiting/stressing time

 

[Pushka]

I urgently needed to cancel some flights and entered my SG (gold) number. Got the 'we will call back' message. Hung up and used my partners WP number and answered immediately. I explained the urgency (too complex to go into here) and she was fabulous.

 

[love_the_life]

Glad you are home at least.
And glad to hear you got good service (even if you had to use MrP's number).

 

[Quickstatus]

I urgently needed to cancel some flights and entered my SG (gold) number. Got the 'we will call back' message. Hung up and used my partners WP number and answered immediately. I explained the urgency (too complex to go into here) and she was fabulous.

Ive done that too.

Family members and work colleagues on phone to QF131313 but wait inordinately long. So I used my FF number and rang the Plat number and explained the issue. Get through immediately on all occasions. To me this is an unofficial benefit. Gives me a bit of kudos.

However it should not matter what type of passenger is ringing up. QF and other businesses should realise that the customer is wanting a human interaction with the company. What better time to engage with the customer in a positive way.

 

[craiglm]

Second attempt today with Qantas call centre.
First attempt 1.5hrs before they hung up on me.
Now at 1hr 45 mins and waiting.
Pathetic customer service.

 

[esseeeayeenn]

Ive done that too.

Family members and work colleagues on phone to QF131313 but wait inordinately long. So I used my FF number and rang the Plat number and explained the issue. Get through immediately on all occasions. To me this is an unofficial benefit. Gives me a bit of kudos.

However it should not matter what type of passenger is ringing up. QF and other businesses should realise that the customer is wanting a human interaction with the company. What better time to engage with the customer in a positive way.

They should certainly answer all calls in a reaosnable time.
But I'm not preapred to give up the platinum line to acheive that!

 

[Quickstatus]

They should certainly answer all calls in a reaosnable time.
But I'm not preapred to give up the platinum line to acheive that!

Yes agree so decision to use plat line for signicant others is rare and then only in urgent situations. Plat line number is never divulged.