Qantas phone system

[samh004]

A couple days ago calling the usual QF number, or the Platinum number, directed me to enter my FF# to get to the front of the queue, but today I don't have the option and have been dumped at the bottom, what gives?

 

[shellthom]

A couple days ago calling the usual QF number, or the Platinum number, directed me to enter my FF# to get to the front of the queue, but today I don't have the option and have been dumped at the bottom, what gives?

I don't know where their call centre is but I do know one of the offices is moving today, so it is possible that in preparing for the move someone has bumped something.... or maybe someone who doesn't want to move from Sydney CBD to Mascot office turned the phone system off before they left and is never going back to work haha

 

[markis10]

They have a number of call centres with a big one near Mona in hobart.

 

[Simo]

It could either be a technical hitch or the premium lines where closed.

Or sometimes due to large volume of calls the system might have been at capacity and all the ports where full on that part of the phone system.

I have sold phone systems that when issues/disasters happen the system hits capacity limits.

 

[samh004]

I mentioned it at the end if the call and they said I was the second to report it, and they would follow it up, motive as a Platinum I shouldn't have had to wait 10 minutes , and I quote, "like everyone else".

 

[markis10]

I mentioned it at the end if the call and they said I was the second to report it, and they would follow it up, motive as a Platinum I shouldn't have had to wait 10 minutes , and I quote, "like everyone else".

The DYKWIA box is now checked on your profile

 

[samh004]

The DYKWIA box is now checked on your profile

Grrr

Very funny.

 

[Princess Fiona]

I Skype called QF 3 days ago from HKG and got through to "Qantas Premium" with no troubles.
I can't see samh004's experience being a new "enhancement" but more likely a temporary glitch in the system.
*fingers and toes crossed*

 

[danny09]

The last few days I have called QF 131211 & although I have noticed a bit of a change to the whole phone system over the last 4-6 months, wait times are getting longer, not unless its just everytime i ring, they are super busy.

Last night I was on hold for 3-4 minutes, when usually over 6 months ago it was always less than 1 minute to answer, certainly not complaing as thats not long anyways.

 

[ajw373]

I mentioned it at the end if the call and they said I was the second to report it, and they would follow it up, motive as a Platinum I shouldn't have had to wait 10 minutes , and I quote, "like everyone else".

Doesn't platinum still have their own dedicated service number? In which case if you dialed that and waited 10 minutes presumably it was behind other Platinums, regardless of whether you were asked to enter your card number. Which BTW is done so that the agent answering can see who you are, though may also be done for queuing if people have dialled the wrong number. Ie non Platinum calling Platinum line, platinum calling normal line..

PS I work on and design contact centres for a living, but no idea what system Qantas uses.

 

[samh004]

Doesn't platinum still have their own dedicated service number? In which case if you dialed that and waited 10 minutes presumably it was behind other Platinums, regardless of whether you were asked to enter your card number. Which BTW is done so that the agent answering can see who you are, though may also be done for queuing if people have dialled the wrong number. Ie non Platinum calling Platinum line, platinum calling normal line..

PS I work on and design contact centres for a living, but no idea what system Qantas uses.

There is a regular number and a premium number, I called both this morning and both lead me to a greeting along the lines of "welcome to Qantas, if you have an existing booking press 1, new booking press 2, talk to FF press 3". There was NO opportunity on either to enter a number. This has now been fixed but it was a completely different first option.

 

[ajw373]

There is a regular number and a premium number, I called both this morning and both lead me to a greeting along the lines of "welcome to Qantas, if you have an existing booking press 1, new booking press 2, talk to FF press 3". There was NO opportunity on either to enter a number. This has now been fixed but it was a completely different first option.

Sounds like it was on a back-up type of system, a lot of call centres have these with just basic to none phone to computer integration.. My wife just called to change some details and it wasn't until 2 or 3 menus down that it asked for her membership number.

 

[Hvr]

I rang the Platinum line yesterday afternoon and the machine answered with Qantas premium line, please enter your FF number and press #. I did and it was quickly answered and my request dealt with promptly.

 

[BAM1748]

I mentioned it at the end if the call and they said I was the second to report it, and they would follow it up, motive as a Platinum I shouldn't have had to wait 10 minutes , and I quote, "like everyone else".

Scandalous having to wait like everyone else.

 

[TonyHancock]

I think my success rate with getting to the premium desk, during work hours, is about 50%. To be honest if I wait a couple of minutes and get through to the standard desk I usually remind myself of what it is like dealing with Citibank and praise the lord that QF is not too bad at all!

 

[breakNegg]

A disaster in the making I am afraid

 

[MrJetset]

I think it was a glitch. As I reported on the FFA Facebook page:

Just called the WP line. No "Welcome to Qantas Priority" just "For new bookings press 1..."

I kept redialling and got the intro. Then got a non premium agent. She said "The premium queue has a massive wait."

I hung up, no intro again then tried again 15 mins later. Got through, premium agent, waived award change penalty

Maybe their call centre was overloaded? Maybe a staff meeting about the recent announcements?

 

[ashleyn]

Grrr

Very funny.

But true

 

[thewinchester]

The DYKWIA box is now checked on your profile

In fairness, that box has been ticked on Sam's profile for a decade or so now.

 

[Danger]

In my opinion, the Qantas phone assistance is one of the airline's outstanding features. It's on home turf, it's manned by (overwhelmingly) competent and friendly staff and the wait times are minimal. I know it hasn't been suggested, as far as I know, but I would hate to see this service shipped to Manila.