Qantas Premium Call Centre

[aleksandrab]

Hi all,

Does anyone have any secrets to getting through to the premium call centre when calling? Are there operating hours for premium?
After entering an FF Gold number and pin, for the last two days I've been ending up at the regular call centre with 1hr+ wait times and somewhat less helpful staff in my two recent interactions with them.

 

[Mattg]

I'm not sure of any "secrets" to get through to the Premium call centre, but I can certainly share in your frustrations with the long waiting times to have a call answered. Even as a Gold member, waiting 30 minutes + seems to be normal now. It's quite unsatisfactory and reflects very poorly on Qantas.

 

[Cool Cat Phil]

I've called up the premium line 4 times over the last 7 days, two calls made in the early afternoon, one in the early morning, one call made late evening, all answered with 2-3 minutes.
Maybe I got lucky last week or maybe Platinums get higher priority in queue..... Would be interesting to know how the phone queue really works.

 

[Simo]

I have rang the premium line twice in the last few days and I have been on hold for under 30 seconds each time

 

[Buzzard]

Platinums get priority over gold.

 

[maureeng]

I have now been holding on for a call back for 1 hr 10 min and still waiting !!! The other day it was 1 hour 40 mins before I got a call back. That is NOT a premium service. I am using my husbands gold number. I used to get through straight away. Something has changed.

 

[Lowjhg]

The premium line is membership number sensitive. If you have the correct membership number and pin entered in you have access, otherwise you get redirected to the general line. Eligible statuses include WP and up.

 

[juddles]

.... Eligible statuses include WP and up.

I would not be surprised if you were correct in practice, but technically I am sure even lowly Silvers should get priority phone service.

 

[aleksandrab]

I agree!! In the last few weeks/months I've always got through to premium or at least only waited with callback for a few minutes, but my calls this week have all gone through to the regular service centre and with huge wait times.

 

[Lowjhg]

I would not be surprised if you were correct in practice, but technically I am sure even lowly Silvers should get priority phone service.

I believe PS, QC, LTS, SG and LTG do get priority as well, but on the general line not the premium line.

 

[maureeng]

The premium line is membership number sensitive. If you have the correct membership number and pin entered in you have access, otherwise you get redirected to the general line. Eligible statuses include WP and up.

I had the correct F/F gold number and password but on the last few occasions it has taken over an hour to get through and when they do answer or call back they say "Welcome to Qantas premium"

 

[dandandandan]

Just thought I'd test out the premium call centre, I called at 11:48am 16/06/2016 and got through in 3 minutes FWIW. I'm a QFF WP.

 

[get me outta here]

Past 36 hours:

call 1 - the recording just kept talking over my trying to enter my details.

call 2 - straight away and only option was to have a call back which never came

call 3 - the next day, on hold for 70 minutes. Life as LTS. :-|

 

[aleksandrab]

Just thought I'd test out the premium call centre, I called at 11:48am 16/06/2016 and got through in 3 minutes FWIW. I'm a QFF WP.

I called at 11.25am same day, got the call back service with 52-102 minutes wait. I'm QFF Gold. Not feeling the love

 

[CaviAck]

Hi all,

Does anyone have any secrets to getting through to the premium call centre when calling? Are there operating hours for premium?
After entering an FF Gold number and pin, for the last two days I've been ending up at the regular call centre with 1hr+ wait times and somewhat less helpful staff in my two recent interactions with them.

No secrets to getting through to the premium call centre. There are operating hours, I can't remember what they are off the top of my head. And it's all dependent on your status level.

I've called up the premium line 4 times over the last 7 days, two calls made in the early afternoon, one in the early morning, one call made late evening, all answered with 2-3 minutes.
Maybe I got lucky last week or maybe Platinums get higher priority in queue..... Would be interesting to know how the phone queue really works.

You're both lucky and that WP get higher priority in the queue. The phone queue works by allocating status pax with a higher waiting position, the higher the status the quicker you get answered.

I have now been holding on for a call back for 1 hr 10 min and still waiting !!! The other day it was 1 hour 40 mins before I got a call back. That is NOT a premium service. I am using my husbands gold number. I used to get through straight away. Something has changed.

Nothing's changed other than QF has now moved all their Australian based call centre operations into the one call centre in Hobart. Which apparently is suffering from staffing issues, last I checked (a couple of months back) there were 6 positions on Seek for operators.

The premium line is membership number sensitive. If you have the correct membership number and pin entered in you have access, otherwise you get redirected to the general line. Eligible statuses include WP and up.

This.

I believe PS, QC, LTS, SG and LTG do get priority as well, but on the general line not the premium line.

From my understanding and discussion with a few QF staff, priority is allocated by status.

I called at 11.25am same day, got the call back service with 52-102 minutes wait. I'm QFF Gold. Not feeling the love

No one is, even as WP calling in peek times I had to wait 30mins+ once. I guess the trick is to call outside of business hours Tue to Thu. Monday and Friday would probably be busy with start of week and end of week stuff, weekends the centre would have less staff on, and obviously don't call around lunch time, start of the day before every one is up but before they start work and just after work but before they all retire for the evening. Or do what I did and call at 3am in the morning xD

 

[Mattg]

No one is, even as WP calling in peek times I had to wait 30mins+ once. I guess the trick is to call outside of business hours Tue to Thu. Monday and Friday would probably be busy with start of week and end of week stuff, weekends the centre would have less staff on, and obviously don't call around lunch time, start of the day before every one is up but before they start work and just after work but before they all retire for the evening. Or do what I did and call at 3am in the morning xD

I've heard that 4-5am AEST is a good time to call. Apparently the AKL call centre staff start work around then, and the volume of calls is very low.

 

[robtemt]

I'm all the down to silver, and I called yesterday to change a booking, used the callback, and had one in 20 minutes (this was around 10am AEST). Called this morning at 630, got right through, but to a woman names Prisha who was the rudest person I've ever dealt with at Qantas. She was argumentative, and couldn't care less about trying to help.

 

[aleksandrab]

I'm all the down to silver, and I called yesterday to change a booking, used the callback, and had one in 20 minutes (this was around 10am AEST). Called this morning at 630, got right through, but to a woman names Prisha who was the rudest person I've ever dealt with at Qantas. She was argumentative, and couldn't care less about trying to help.

I think I spoke to the same lady last week! I change bookings a relative's behalf very frequently, including purchasing and cancelling bookings, after logging in with their FF# and pin. The person I spoke to have me a flat no and refused to help me even change a booking time. I've usually spoken to wonderful people in the call centre, so it was a disappointing experience.

 

[njba]

I'm all the down to silver, and I called yesterday to change a booking, used the callback, and had one in 20 minutes (this was around 10am AEST). Called this morning at 630, got right through, but to a woman names Prisha who was the rudest person I've ever dealt with at Qantas. She was argumentative, and couldn't care less about trying to help.

I think I spoke to the same lady last week! I change bookings a relative's behalf very frequently, including purchasing and cancelling bookings, after logging in with their FF# and pin. The person I spoke to have me a flat no and refused to help me even change a booking time. I've usually spoken to wonderful people in the call centre, so it was a disappointing experience.

I don't know how successful it will be, but I'm always fan of leaving feedback for exceptional individuals (be they exceptionally bad or exceptionally helpful.) Customer-care-feedback-form

I rarely call, but does QF ever do those post-call NPS surveys? In those anything less than 8 (if I recall correctly) looks bad on their monthly scorecards

 

[Mattg]

I rarely call, but does QF ever do those post-call NPS surveys? In those anything less than 8 (if I recall correctly) looks bad on their monthly scorecards

I find that they usually offer the after-call survey when you call the QFF service centre, but not when making or changing a booking.