Qantas phone system

[samh004]

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.

Indeed. Their main competitor in Australia uses an overseas call centre do they not, at least for non-WP? I'd hate to see the quality of the current system slip.

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

If so, that's remarkable, I only joined the QFF program 5 years ago!

 

[TonyHancock]

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.

Apart from the odd exception this pretty much sums it up for me.

Perhaps calls from DSC WP's are routed differently.*

*No need for high horses, only said in jest, this WP1 is firmly in the MASA WP1 camp and probably has his calls routed via Timbuktu

 

[cwphoto]

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

Mostly Cisco UCCE.

 

[markis10]

Indeed. Their main competitor in Australia uses an overseas call centre do they not, at least for non-WP? I'd hate to see the quality of the current system slip.

Their call centre is in Bowen Hills for Gold/Plat.

 

[samh004]

Their call centre is in Bowen Hills for Gold/Plat.

And below? I thought it was overseas.

 

[markis10]

And below? I thought it was overseas.

I believe so, just like QF who have many overseas call centres in addition to the Australian ones we normally get.

 

[samh004]

I believe so, just like QF who have many overseas call centres in addition to the Australian ones we normally get.

Even when I call as a bronze I don't seem to get overseas. The only overseas one I've used is the Qantas CASH one, and that's based in the UK by the sounds of things.

 

[blackcat20]

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".

I put in my FF number and got picked up straight away; maybe they got us confused

 

[samh004]

I put in my FF number and got picked up straight away; maybe they got us confused

Has definitely been fixed now, I'm having no issues

 

[penegal]

I had this issue, the other day - I just gave up

Rather frustrating as one expects the call centre to be "always on"