Qantas online chat - customer service live

[lobby]

Re: Has anyone ever contacted Qantas Chat on facebook?

I've contacted them a few times via Facebook's Messenger. Looking back on the replies, most of them have been about 3-5 hours, while one that was done after hours I didn't get a reply till the next morning. Hope that helps.

 

[Pushka]

Re: Has anyone ever contacted Qantas Chat on facebook?

I've used chat. And did so last week. The issue required another chat person to come into the chat and which happened quite quickly and presume it was sorted (linking bookings). No bots.

 

[Robert K]

Re: Has anyone ever contacted Qantas Chat on facebook?

The last few times it took them a day or two to get back to me.

 

[JohnK]

Re: Has anyone ever contacted Qantas Chat on facebook?

I used the online chat recently. The advice given was useless. Solved it by calling customer care.

 

[maia200]

Re: Has anyone ever contacted Qantas Chat on facebook?

I had a great experience with them on Monday, however they sent my query (still no double status credits arrived in my account) to customer service who promised a return phone call by Wednesday...well here is Thursday and no response.

 

[pauly7]

I get either 100% resolution or 0% helpful. There seems to be a list of things they can and can't do... would be helpful to understand that!

 

[katiebell]

Re: Has anyone ever contacted Qantas Chat on facebook?

I used the online chat recently. The advice given was useless. Solved it by calling customer care.

My experience too: wanted advice about something not related to a booking and not needing any personal details but they would not help until I provided a lot of irrelevant information about me (had I wanted QF to know that I would have logged in). All they did was direct me to the page I was looking at that didnot answer the question.

More recently I had a pop up keep popping up when I was trying to make a booking: I did not need help and found it really distracting making the booking process much more complicated and more prone to error.

IMHO Better off without them

 

[ffhound]

Re: Has anyone ever contacted Qantas Chat on facebook?

I had a positive experience with online chat. I recently was trying to book a return flight MEL to NOU. All the options coming up in the booking engine required an overnight stay in Sydney. The live chat agent found a same flight connection for me which was not available in the booking engine and made the booking for me without charge.

I did wonder at the time though whether I was speaking to a live agent or a bot. I have heard that bot technology has proceeded to the point where people can easily be fooled into thinking they are talking to a real person.

cheers Peter

 

[slinky123]

Re: Has anyone ever contacted Qantas Chat on facebook?

Complete fail for the Qantas messenger on the Facebook page.

It says "Very responsive to message" and "typically replies instantly"

I sent my message over 3 hours ago and have no reply as yet.

Been trying to get a refund for a cancelled flight ( due to USA VISA hold up) since the 27 June. Still no refund, and now impossible to get through to them. ........ grrrrrrrr

 

[exceladdict]

Re: Has anyone ever contacted Qantas Chat on facebook?

... "typically replies instantly"

As someone who manages corporate facebook pages - the emphasis on typically. Most pages set their bots to do an autoresponse "i'll get back to you soon" with no personalised info, to keep that instant reply badge.

 

[ChrisFlyer]

Had a good experience with them this week in asking them to TCP two separate QantasLink bookings so that we would be assigned seats together on a full flight (can't pre-select on Dash 8). Checking in via the Qantas app prompted us to check-in together (both names appeared) and auto-assigned seats together.

Only used live chat because I tried calling, the system quoted a wait time of 18-24 minutes and I gave up after 1.5 hours (so much for "priority" phone assistance) - pathetic, and the live chat sorted my issue before I could speak to someone - so in that way, at least everything worked!

 

[swilk]

I've tried it but was given completely incorrect advice about lounge access. I even kept the chat printout but was told by a phone staffer the chat agent was incorrect.

 

[Sdtravel]

I had a great chat with "$!{operator.nickname}" today.


After reporting a bug where the new international booking search just keeps spinning and never returns any results the operator says its meant to be like that.

 

[Pushka]

I had a great chat with "$!{operator.nickname}" today.
View attachment 105061

After reporting a bug where the new international booking search just keeps spinning and never returns any results the operator says its meant to be like that.
View attachment 105062

Oh. If not for your issue not being solved that's quite hilarious.

 

[Danger]

I had a great chat with "$!{operator.nickname}" today.

Interesting. Apparently the operators don't use their real names.

 

[davidj]

The online chat never ceases to amuse me. Are they actually using real people? Or are they graduates or call center operators in training? Its actually a joke.

Firstly "Joline" didn't know what MCT was (after waiting 10 mins), so I had to send her a Google search link.

David at 10:44, Oct 1:

Could you please advise the MCT for Sydney DOM-DOM Qantas to Jetstar connections please?

Joline at 10:48, Oct 1:

Thank you for chatting with me today and for raising this matter to me now. Allow me to check that for you right away.

Joline at 10:59, Oct 1:

Thank you for waiting, can you clarify your query please?

David at 10:56, Oct 1:

Could you please advise the Minimum Connection Time (MCT) for Sydney DOM-DOM Qantas to Jetstar connections please?

David at 10:57, Oct 1:

minimum connection time - Google Search

Joline at 11:02, Oct 1:

Alright, the minimum connection time is 1 hour.

Then she advised MCT was 1 hour. Then this...

No sense that the customer's query was unresolved.

 

[N860CR]

I gave them a try with rebooking an invol schedule change.

I had the flights I wanted open in front of me. The person simply couldn't comprehend what I was asking them to do (ie: change to the next day). I spent an hour before they finally then said "there is no availability, I'd suggest you cancel and book with another airline".

Obviously there was availability... and it was rebooked over the phone.

 

[Pushka]

The chat function worked very well for me today in seleting seats on Qatar that refused to stick for me.

 

[Sdtravel]

I tried today. Half way through just as they were getting me pricing the chat person dropped out. I got transferred to a new agent who didnt read my initial conversation in the same thread. They asked me to hold while they review and then look into my query. 15 minutes later the window changes to rate this chat. Kinda like they hung up on me...

 

[eminere]

The online chat never ceases to amuse me. Are they actually using real people? Or are they graduates or call center operators in training? Its actually a joke.

Firstly "Joline" didn't know what MCT was (after waiting 10 mins), so I had to send her a Google search link.




Then she advised MCT was 1 hour. Then this...

No sense that the customer's query was unresolved.


View attachment 107102

That is shocking. What an embarrassment.