Qantas online chat - customer service live

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pauly7

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Hi all

Haven't seen anything posted on this yet and I haven't been on the QF site for a while, but logged on yesterday to check a booking and an online chat button popped up offering assistance.

As it happened I did need to ask a question and to change some bookings so clicked on in, waited 2 mins and was connected to a very helpful QF rep who actioned everything I needed.

Gave great feedback and encouraged them to expand the service.

Great 'enhancement' to the QF website :)
 
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That's great news, I'm a huge fan of online chat.

I use it almost exclusively for any conversations I have with Telstra as the wait times are generally less, I can continue working on other things while waiting for the chat to respond in the background and best of all I get to keep a record of the conversation saved in PDF in case there are future problems.
 

pauly7

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Yes I use it for Telstra as well - very helpful when overseas.

Easy option on QF to email your conversation as well - and it is recorded on the transcript that you do as well.

Big thumbs up Red Roo.
 

Isochronous

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Good feature. Haven't used that but I have found it useful with SPG
 

Aggi

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I used live chat on Thursday to ask why I couldn't do online checkin for a flight on Friday. Found it very slow, the first agent asked for the booking reference and went to check, 20 minutes later I got switched to another agent who asked for the booking reference again and came back with an answer 10 minutes later. The system seems to generate auto responses every minute or two along the line of 'i'll be with you shortly' which are slightly annoying after 20 minutes!
I also wonder if the agents are managing multiple live chats at the same time, if not, then they are the world's slowest typists.
 

JohnK

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I guess it's a good alternative to calling for simple things.

I have just used the feature.

For those that think it's a great feature is waiting 16 minutes acceptable?

All our agents are currently assisting others. Thanks for your patience we'll be with you shortly.
A little slow but then again call centre was not exactly answering the phone immediately either.
 

Timba-Jet

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In my company, staff can be assigned up to 6 chats at once. So very likely Qantas would have a similar setup.

As it is new, my guess is Qantas may take a conservative approach and have limited chat team, if demand warrants they would expand this service, on the expectation phone calls are reduced, hence redirecting some resources.
 

Saintza

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I used the online chat several weeks ago - didn't even know it existed until I was browsing the site looking for contact details. It was nice and fast and pleasant - I could do other things while I was talking to the CSR as well (usually find it harder to do that on the phone).
 

pauly7

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I guess it's a good alternative to calling for simple things.

I have just used the feature.

For those that think it's a great feature is waiting 16 minutes acceptable?


A little slow but then again call centre was not exactly answering the phone immediately either.

I think it is great but I think 16 mins would push my patience - at least on a computer you can keep working, do other things.
 
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N860CR

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I'm now on my third call with Qantas to followup a refund that "will be paid within three days", 4 weeks later. Each time I've waited 45 minutes before giving up.

Online chat would be a good alternative.
 

codash1099

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Potentially good development, assuming it's not just a trial.

I guess it will take a while to settle in.
 

polardabar

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Has the Live Chat become unavailable? I can't see it on the website. :confused:

Edit: All right, I just saw it pop up the first time.
 
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noviceFF

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Type in live chat or agent then you can get through. If they're on duty

I had a pop up window come up spontaneously last time I was on the website. It seems the above trick to "Type in live chat or agent then you can get through" does not work. Any other strategies to get in contact. They're seriously frustrating for minor queries..!
 

wannabeinvestmentbanker

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Apologies for bumping this very old thread but this feature is very useful with the agents online more knowledge than those in the call centre. Given the recent discussion on the wait times at the call centre, if this feature is available, I would opt to use this over calling 13 13 13 in the future.
It resulted in me saving close to $500 when redeeming a voucher - seems to be some discrepancy on flights ex OOL.
 
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