Qantas online chat - customer service live

[ffhound]

Does anyone know or have the "secret link" to bring up webchat?

If you are a Qantas agent you can post it here. No one reads these forums

cheers Peter

 

[mrsterryn]

Unfortunately I have used Twitter and Facebook messenger without success.
They usually direct me to the Qantas site which they believes answers my question.
Which doesn't and then they don't reply for hours again.
At which stage the contact reason has usually passed

 

[Hvr]

Does anyone know or have the "secret link" to bring up webchat?

If you are a Qantas agent you can post it here. No one reads these forums

cheers Peter

Just opening the page and looking at things such as fares has been enough to bring it up for me.

 

[xco]

Sometimes there seems to be no reasoning as to when the online chat feature becomes available. The below web address lets you activate the chat window (apologies its a loooooooooong address). Save it in your favorites.
Engagement Window

 

[serfty]

It appeared on the left margin of my MMB window this morning (as a small red tab).

I was looking for it as I had just made an award booking and as usual was having issues getting my QFF number into it.

 

[Ken1]

Has anyone used Qantas Chat to add flights to a J 280K One World Award rather than call and be on hold for a long period? With new flights being released at 10am Syd time when you call you have to decide how long before 10am to call so you can hopefully be answered soon after 10am and book the flights you're after.

 

[AisleSeat]

I've just been on chat to find out where my missing points claim is at (now 3 weeks) and they couldn't help. The agent said they can only help with booking issues/queries, not FF issues. Is this a new thing?

 

[sanne]

I’ve just used Qantas chat to transfer points from my husbands account to mine. Couldn’t do it on line due to a problem with his account. Asked for them to waive the fee and they did.

I would be interested in the answer to ken1 question about using qantas chat to add to a 280000 point one world flight. I would like to be able to do this as I won’t have phone coverage for my next booking but will have wifi.

 

[MEL_Traveller]

The agent said they can only help with booking issues/queries, not FF issues. Is this a new thing?

lolololol.

I guess when they say they 'can' help it doesn't mean they 'will' help.

 

[AisleSeat]

lolololol.

I guess when they say they 'can' help it doesn't mean they 'will' help.

Must've got a noob.

 

[MEL_Traveller]

Must've got a noob.

I've given up on chat. A couple of attempts on minor questions met with complete lack of knowledge or 'we don't do that'. Don't bother anymore as by the time you have to go through the secondary and tertiary identification, to then be told they have can't help (read 'we don't know') makes it a waste of time.

I'm not blaming the staff. They just don't appear to have been given the necessary information, training, and empowerment. That's a management issue.

 

[Ken1]

I’ve just used Qantas chat to transfer points from my husbands account to mine. Couldn’t do it on line due to a problem with his account. Asked for them to waive the fee and they did.

I would be interested in the answer to ken1 question about using qantas chat to add to a 280000 point one world flight. I would like to be able to do this as I won’t have phone coverage for my next booking but will have wifi.

When I was in Cambodia few years ago I had to call Qantas to add a flight to our 280K award for the following year and I added $20 credit to Skype and called QF from the Skype app on the phone while I was in the hotel using wifi and this worked out well.

 

[AisleSeat]

I queried QF on social media about the website live chat.

Their reply:

"Our live chat members have limited access to your FF account as they operate as part of our reservations team."

 

[geoffshaw]

I would be interested in the answer to ken1 question about using qantas chat to add to a 280000 point one world flight. I would like to be able to do this as I won’t have phone coverage for my next booking but will have wifi.

I tried to do this twice, the first time they tried telling me it wasn't a reward booking and I'd have to pay ~$12000 to make a change (they obviously wanted me to pay for all of the flights) and the second time they took forever (at least 2 hours) and then ended up telling me I had to call.

 

[sanne]

That is a great idea, why didn’t I think of that?

I already have a Skype account.

 

[Danger]

I queried QF on social media about the website live chat.

Their reply:

"Our live chat members have limited access to your FF account as they operate as part of our reservations team."

The cynic in me says the web chat agents are located in a third world country and aren't trusted.

 

[TheInsider]

The cynic in me says the web chat agents are located in a third world country and aren't trusted.

As been stated before, they are located in Manila, through another company. Qantas isn't going to give them all full access to everything.

They have got access to a basic reservations system, not really the same as the phone reservations guys.

 

[ellen10]

I have used Qantas chat a couple times to sort out some problems with cancelled flights (I had already cancelled them) mainly to get an insurance letter. First chat was 1hr 18m long I got a transcript. But she didn't deliver on what she said she would do. Next time was this week late one night. The guy was excellent and sorted my problem and filled in forms for me etc.

Apparently the "Webchat" window only pops up when agents are free and can see you are looking on the Qantas site. I have tried logging in in the morning hoping that the web chat window would pop up, but 3 out of 3 days no go. It seems later in the evening is best.

 

[Strategic Aviation]

Apparently the "Webchat" window only pops up when agents are free and can see you are looking on the Qantas site. I have tried logging in in the morning hoping that the web chat window would pop up, but 3 out of 3 days no go.

Tried the link posted by xco?

 

[JohnK]

As been stated before, they are located in Manila, through another company. Qantas isn't going to give them all full access to everything.

They have got access to a basic reservations system, not really the same as the phone reservations guys.

I'm not sure what Qantas thinks will be achieved by providing online chat with limited resources and training. I've tried a couple of times and it was a waste of time.