Qantas on hold and call backs

[get me outta here]

Is there something wrong with the phone in? I called and opted to stay on hold as last time I went for a call back it never came. This time, after 30 mins on hold I was cut off.

Now been on hold for 1 hour 20 mins. This is not the first time with this. What's happening?

 

[TheInsider]

Have you put in your frequent flyer number?

 

[get me outta here]

yep, still on hold.

 

[get me outta here]

Just now got a person. About 1.34 hours.

 

[TheInsider]

Maybe due to MEL weather it may be causing havoc with the call centre. No idea otherwise.

 

[blackcat20]

I put in my QFF and pin and got cut off after 12 minutes, when I called over the weekend. their new system seems to have teething problems.

 

[MEL_Traveller]

What's happening?

QF advised (here on AFF) that the lengthy call wait times are people returning to work and students returning to school after the Christmas holidays.

This issue has been around for months now - since december last year. QF doesn't seem to be in any rush to fix it

 

[Pvcmenace]

Two weeks ago was on hold for 48 mins, finally answered and reward seats were gone . Called back with new routing 3 days later opted for call back... 3 hours later got called back, then 45 minutes on the phone marginal result but done. Not the best experience.

 

[puppysparkes]

My ex girlfriend had a series of dropouts today. After 3.5 hours she did get a call back.

 

[mviy]

A while ago I looked at QANTAS's Facebook page and saw heaps of complaints about long call wait times covering a long period of time which would suggest the call centre is massively under staffed.

 

[RooFlyer]

If Qantas wanted people's business, they would treat them with a bit of respect and also manage their call centres properly. Call Centres aren't new, nor are surges in demand etc.

Draw your own conclusions and go elsewhere for revenue flights. If you are trying to redeem your hard-earned QFF points, I can imagine that the response from Qantas management would be:


"SUCKER !!"

 

[MrJetset]

This is the result of the consolidation of the call centres and the death of the Premium Desk.

Agents may answer your calls as "Qantas Premium" but the dedicated team no longer exists. QFF Service Centre appears to have retained some dedicated staff.

I'm anticipate many will argue that the desk still exists but I know for a fact it is no longer the case.

 

[Flymeanywhere]

Had to use the call centre last night due to circumstances that wouldn't allow online booking and wanted to take advantage of the double status credits offer. Automated voice informed me I had between "47 minutes and one hour and four minutes" waiting time. Two hours and about ten minutes later, I got a human. To make matters worse, my landline went down yesterday and I had to use my mobile. Used up 50% of my credit and still have 30 days left. Good news is that I got my booking!

 

[burrco]

Would be nice if Qantas admitted something is wrong at the call centre. Tried to get through to make a same day change - waited almost two hours, being disconnected twice, gave up after the third disconnection now. It's way past my bedtime

Don't want to go into rant mode but truly pathetic service by Qantas.

 

[Princess Fiona]

Would be nice if Qantas admitted something is wrong at the call centre. Tried to get through to make a same day change - waited almost two hours, being disconnected twice, gave up after the third disconnection now. It's way past my bedtime

Don't want to go into rant mode but truly pathetic service by Qantas.

I suspect services might be answered off-shore eventually.

 

[Jmrocky]

Was on hold for a touch over 2 hrs last night (from 9:40 to 11:50pm), trying to get in before the midnight cutoff due to an error on my part during booking.

It's my fault I had to ring in the first place, but being on hold for that length of time, at that time of the night, is amusing. No idea where in the queue I was and no offer of a callback, which seem part and parcel of call centre's recently.

 

[burrco]

I think Qantas has outsourced to a guy sitting in his shed with a rotary phone.

 

[russ]

It's a sobering thought that QF's phone delays are longer than many of their aircraft delays listed in Melburnian1's "Qantas Delays/Cancellations" thread

 

[puppysparkes]

I was on hold for roughly 11 minutes to link bookings. Not too bad I guess. In the world of self service, is this something that could be automated on their website at all?

 

[Jmrocky]

Was on hold for a touch over 2 hrs last night (from 9:40 to 11:50pm), trying to get in before the midnight cutoff due to an error on my part during booking.

It's my fault I had to ring in the first place, but being on hold for that length of time, at that time of the night, is amusing. No idea where in the queue I was and no offer of a callback, which seem part and parcel of call centre's recently.

Just a follow-up, had to call the same number again 3 days later during the day. Callback option offered immediately (queue >1hr), used callback and about 2hrs later received a callback no worries. Same QF number, same department, no idea why the features offered are different depending on time of day if the queue lengths are the same.