Qantas customer service – will they ever learn

[Geegeela]

Last night between 11:30pm and 2:00am I called the Frequent Flyer number three times and was held on recorded messages from 30mins to over an hour without ever speaking to a consultant.

This morning about 11:30am I tried again and held on for 90mins with same result.

I then tried the general number and after 10mins of recorded voice the line dropped out.

 

[mannej]

Not saying that it doesn't happen, but I've never been on hold for that long even as a bronze.
Had a simple query the other day and was answered within 30 seconds, so I'm not sure what's going on there?

 

[samh004]

Had an interesting experience the other day, called from a mobile and was on hold for 15 minutes (after entering WP number) before hanging up. Called back from land line and answered immediately. Go figure

 

[simongr]

Sometimes calls get shunted to places that then don't get picked up - after a couple of minutes I would be hanging up and trying again.

 

[yohy?!]

sounds like an error in the call programming (they send the calls off to a queue that no one answers) ...agree hang up and try another menu option

 

[fewings85]

i was on hold for 1 hr and 11 minutes about 2 weeks ago before i gave up

 

[Shelf]

I've not waited longer than 5 mins.

The perks of the QPNB/QPPS hotline...

 

[samh004]

i was on hold for 1 hr and 11 minutes about 2 weeks ago before i gave up

Unless I was stuck somewhere and needed assistance urgently, I don't think I'd hold longer than 15 minutes

 

[one9]

As a bronze, I also very rarely wait more than a couple of minutes. Your calls are within 12 hours of each other so likely just an extra busy period or problem with their queue system or something.

As a bronze, you (& also me) are not very important to Qantas in the scheme of things. So occasionally having long queue times is kind of something that I would expect, although like the other posters if not urgent, after 10 minutes or so, I may hang up and try again later.

Alternatively I would put it on speakerphone and do something else. If I happened to miss it when they came on, I would just call them again and leave it on speakerphone. When I used to have to call Asia Miles, I would watch a movie with the phone on speakerphone. Their regular wait time was around 1.5-3 hours. Now though they have a new call centre in the Phillipines so its much more reasonable.

 

[blackcat20]

As a bronze, I also very rarely wait more than a couple of minutes. Your calls are within 12 hours of each other so likely just an extra busy period or problem with their queue system or something.

As a bronze, you (& also me) are not very important to Qantas in the scheme of things. So occasionally having long queue times is kind of something that I would expect, although like the other posters if not urgent, after 10 minutes or so, I may hang up and try again later.

Alternatively I would put it on speakerphone and do something else. If I happened to miss it when they came on, I would just call them again and leave it on speakerphone. When I used to have to call Asia Miles, I would watch a movie with the phone on speakerphone. Their regular wait time was around 1.5-3 hours. Now though they have a new call centre in the Phillipines so its much more reasonable.

Me neither; must be the time of day I ring.

I also use the speaker phone so I can get on with things when I'm waiting for someone to pick up whenever I ring anyone that's likely to take a while.

 

[samh004]

Love the QF music on speakerphone

 

[ChasingDaylight]

Called twice tonight, first call on hold for about 5 minutes, hung up, rang back, online with someone within seconds. Second call on hold for 30 seconds before being answered. Agree that the calls might be routed to odd queues or operators that haven't logged off as being on breaks etc.

 

[Conrad_S]

Rang on Tuesday to link some bookings made separately (so we are seated together). Answered within 30 seconds. Very helpful and was done in a minute or 2.

The person on the phone commented that I had a lot of bookings in the system.
Jokingly I said yes its a shame they aren't all F to LHR. I was advised (seriously?) that she wasn't able to make that change.

 

[optimisticTraveller]

I feel your pain.
I am not sure how the hold system works for Qantas (or for any other airline for that matter).
Quite often I call and while on hold, I call the same line on another phone and get through quicker on the second call. Go figure!

 

[Sprucegoose]

all my experiences ahve been very prompt. The issue is sometimes the call goes astray and the consultant does have the breadth of experience to deal, at that point I aske to be transferred to Premium Desk

 

[trippin_the_rift]

I agree call wait times can be pretty bad and one time I had to wait 5 seconds :shock:

 

[pauly7]

WP for so long I can't remember as the other levels but I have never ever been put on hold with QF as a WP. Don't call them much though.

 

[ComeFlyWithMe]

I have had this too, often you hang up after 10-15 mins on hold, call back and you get right through. It's like you don't get out into the premium desk queue, and end up in the pleb queue (or worse, the queue to nowhere!)

 

[ozbeachbabe]

Rang on Tuesday to link some bookings made separately (so we are seated together). Answered within 30 seconds. Very helpful and was done in a minute or 2.

You can't actually link separate bookings in (Amadeus) reservations. They've no doubt allocated your seating so you'll be next to each other & put an OSI (other service information) into each pnr cross referencing each of you with the other person.

Your names can only be linked in your Altea checkin record which can be done by airport staff when they look at the list of OSI's about people travelling together 48 hours prior to departure. From thereon, once you have been linked in checkin any further flights you have in that same pnr will show you both as being linked together however your pnrs in res are still separate.

 

[Kangol]

You can't actually link separate bookings in (Amadeus) reservations. They've no doubt allocated your seating so you'll be next to each other & put an OSI (other service information) into each pnr cross referencing each of you with the other person.

Your names can only be linked in your Altea checkin record which can be done by airport staff when they look at the list of OSI's about people travelling together 48 hours prior to departure. From thereon, once you have been linked in checkin any further flights you have in that same pnr will show you both as being linked together however your pnrs in res are still separate.

What's the difference between OSI and TCP?