Qantas online chat - customer service live

[Sdtravel]

Again sorry for the post on a really old thread. Can create new one if needed

Just had an awesomely long online chat

Some feedback for QF. Your text box for feedback obviously has a limit that i went over. But you dont say there is a limit so thats annoying that i typed all this feedback and had to remove it.

Anyone noticed really long pauses between responses when talking to online chat? Pauses bridged by "One moment, will be right with you" & " Just a sec, thanks for waiting"
One instance was over 17 minutes between my question and an answer. Even then I think the only reason i got a response is because i started typing asking if they were still there. I suspect he was waiting to see if i would give up after waiting so long.

The responses were not appropriate to my questions. Eg i asked If flying jetstar as a qantas platinum what status benefits will i receive. The response i got after 17 minutes and several "please hold a moment responses" was "here is a link to the status benefits page on qantas.com" one would take that as a response meaning that i get all my status benefits flying on jetstar. ie free baggage, free advance seat selection, free exit rows ect.
I later got them to confirm their are no status benefits but its interesting if i hadnt followed up. I think this would pass the reasonable person test and hold up meaning Qantas may have to provide status benefits as this is an official means of communication and an official response from qantas representatives.

PS: I already knew the answer so no need to point it out to me. I wanted to see what the official response was from QF when asked.

 

[TheInsider]

I wanted to see what the official response was from QF when asked.

It would be the same response it would've been for the past 12 or so years.
Even if QF had said otherwise, good luck JQ doing or giving you the benefits.

 

[Brettmcg]

[FONT=&amp]Well...after having recently sung the praises of QF's online web chat support function, I can safely say my confidence in its ability to service requests is in the toilet after this afternoon's interactions.[/FONT]
[FONT=&amp]
I have been seeking a quote on a particular itinerary not bookable throughqantas.com, but for which I've been able to generate pricing through ifly.net.au. That is to say I know the fare basis and the rough cost. I also know that the chat support agents are able to build the itinerary and price it, as I have previously obtained a quote through this method. The price of the itinerary is roughly AUD $6500.[/FONT]
[FONT=&amp]
The first agent quoted me over AUD $23,000, based on completely incorrect dates and cabin classes. After I corrected her, she referred to her "helpdesk" and came back with a quote for $7800, which also contained errors in the cabin classes requested. Upon attempting to correct her a second time she reverted back to the AUD $23,000 quote. At this point I did the online equivalent of HUACA and disconnected from the chat.[/FONT]
[FONT=&amp]
The second agent took my details, but after 10 or so minutes came back with the response that because it is not bookable through the website, that I would have to call the service centre on 13 13 13. Again, HUACA.[/FONT]
[FONT=&amp]
The final agent I chatted with was able to price the itinerary correctly and also separately listed the assisted booking fee and CC fee. I then asked whether the booking would qualify for QF's Book Now, Pay Later scheme, which she promptly confirmed, although I am somewhat suspect on the date she provided.[/FONT]
[FONT=&amp]
While in the chat with this final agent I also used the opportunity to enquire about a booking I had made back in July using QF vouchers. The booking process was easy through the website, however the fare was never deducted from my CC, despite the booking showing as CONFIRMED in my FF account. I have also been able to manage the booking as one would expect. I simply put this down to the known voucher/ticketing queue issue. Departure is now only 13 days away, and with two upgrade requests outstanding I thought I'd better play it safe.[/FONT]
[FONT=&amp]
Imagine my surprise when the chat agent proceeds to tell me that the reason no payment had been processed/no etkt had been issued was because I had apparently provided incorrect credit card details. I was very confused, given that when I made the booking everything confirmed as one would expect - ie. no issues with the CC payment details were raised. Furthermore, I was very annoyed that no one from QF had contacted me regarding the issue. Would it have gone so far as me turning up at the airport on departure day only to be told I can't travel?![/FONT]
[FONT=&amp]
This aside, I provided my CC details through the chat's secure form, and the ETKT was in my inbox 5-10 minutes later. Before finishing in the chat I enquired as to the status of my upgrade requests just to be sure. After a little while the chat agent came back and informed me that as the ETKT had only now been issued, I would need to cancel the existing request and resubmit them. Understandably, I was fuming; the booking was made in July and QF's inability to contact a pax regarding ticketing issues would have me at the back of the WP upgrade queue. Not happy!!![/FONT]
[FONT=&amp]
Simultaneously, I made a call to the Premium Call Centre to double check the information I had just been given through the chat. The gentleman was quick to reassure me that he could still see the upgrade requests and that everything should be OK. Worringly though, he quoted me that the request would be processed at T-7 days, which is not correct for a bog-standard WP.[/FONT]
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What a joke!
Rant over.[/FONT]

 

[N860CR]

Things are certainly not going well lately. It's just horror story after horror story with this Auckland operation (which includes the social media team now as well)

 

[eminere]

[FONT=&amp]Before finishing in the chat I enquired as to the status of my upgrade requests just to be sure. After a little while the chat agent came back and informed me that as the ETKT had only now been issued, I would need to cancel the existing request and resubmit them. Understandably, I was fuming; the booking was made in July and QF's inability to contact a pax regarding ticketing issues would have me at the back of the WP upgrade queue. Not happy!!![/FONT]
[FONT=&amp]
Simultaneously, I made a call to the Premium Call Centre to double check the information I had just been given through the chat. The gentleman was quick to reassure me that he could still see the upgrade requests and that everything should be OK. Worringly though, he quoted me that the request would be processed at T-7 days, which is not correct for a bog-standard WP.[/FONT]

I had the same thing happen to me where flights booked with a voucher didn't get ticketed, despite the booking showing as confirmed in MMB. The phone agent told me it was MY responsibility to follow up if I did not get the email with the e-ticket attached. I also had an upgrade request for the booking and the same agent advised it was not affected as upgrade requests are linked to the booking, not the ticket. The request was confirmed for me at about T-27.

 

[Brettmcg]

I had the same thing happen to me where flights booked with a voucher didn't get ticketed, despite the booking showing as confirmed in MMB. The phone agent told me it was MY responsibility to follow up if I did not get the email with the e-ticket attached. I also had an upgrade request for the booking and the same agent advised it was not affected as upgrade requests are linked to the booking, not the ticket. The request was confirmed for me at about T-27.

Rule 1 of customer service - don't make your procedural and operational faults and inadequacies my problem.

If at the time of booking everything confirms and processes, especially if the payment portal doesn't complain, I'm not sure they have any right to tell you you're at fault!
Indeed, I'd bet most punters would rock up to the airport without having checked. I was simply concerned about my upgrade requests. Good to know that they processed for you!

 

[Brettmcg]

Just keeps getting better

 

[N860CR]

I've tried them a few times this afternoon (during my massive hold on the phone).

I don't think they have access to the actual booking system, only the website as they can't see anything more than we can (and can't answer basic questions).

One of them was totally wrong about a CX married segment issue.

I'm with one now trying to push through a QR award booking before QR cancel it, but it's like talking to a wall.

Guess I'll need another 2 hours phone call...

 

[Pushka]

Agree according to my experience today. It's a basic function for minor queries.

 

[N860CR]

Some of the language led me to think that they might be in the Philippines (so outsourced without any real internal knowledge) however the agent this evening was from South Africa.

To their credit (and after an hour), they did manage to have my tickets issued - but not before stalling and lying through their teeth several times to avoid doing it

 

[pauly7]

I've had excellent encounters so far except for one agent who said I would have to raise my query with the 'operating carrier'.. which was Sunstate.... who I politely pointed out was Qantas, but she wouldn't have a bar of it! I asked her for 'Sunstates' contact details and unsurprisingly they could not be found. HUACA.

 

[jveevers]

It doesnt always "pop up" but it did the other day so I asked about changing a booking that i had. Helpful but couldnt find me availability and suggested I phone 131313 the next day to try. So i did phone the next day and waited over 90 minutes before a person came on, unfortunately they couldnt get me availability either.

 

[maninblack]

Qantas customer service is utterly useless. I gave up on even trying to get anywhere with them years ago, but foolishly had a recent shot at getting a problem resolved. They were totally incapable. It really beggars belief.

 

[Mattg]

Well I tried using this today and I can only echo previous comments on here... completely useless. The agent didn't seem to understand my query, and I was asked three separate times for the details of the flight I was trying to book. I ended up calling...

 

[puppysparkes]

My experiences have been similar to op. However the survey at the end is self serving. Of course I'd call if this platform didn't solve my travel problem, good times.

 

[diningdecadence]

not sure why i took the lazy option, but spent an hour back and forth on the chat despite being very clear in my first message of all pertinent details. lesson learned - call next time!

 

[slinky123]

Has anyone ever contacted Qantas Chat on facebook?

Hello, I have attemped to contact Qantas on facebook via their chat and don't seem to be having much luck getting a reply eventhough it says they are "Very responsive" and "Typically replies instantly"

Just wondering how long it would usually take to get a message back? Its close to an hour since I asked them a question.

Many thanks for any help.

 

[slinky123]

Noone even responds, I've been waiting an hour, Does it not work on the weekends?

 

[get me outta here]

Chat comes up when I'm on the desktop. Not sure about other devices. Agree with others, they are useless time wasters.

Yesterday, after chat put me in a holding pattern for 15 -20 mins I asked if they were waiting for me to go away. They then suddenly came back with the answer which was not what i asked.

 

[exceladdict]

Re: Has anyone ever contacted Qantas Chat on facebook?

A colleague used it last week, seemed to be quite sure it was a bot. Suggest going to the website and using the chat window instead