Qantas to shut airport service desks, force customers onto self-service

SeaWolf

Established Member
Joined
Jan 24, 2007
Messages
1,216
Solutions
3
Points
425
Qantas
Bronze
Virgin
Platinum
Qantas will permanently close its service and sales desks at all airports and lounges, leaving passengers to deal with cancellations and last-minute booking changes themselves at self-service kiosks, online or through a call centre.
The airline will maintain staffed check-in desks, but lost-baggage counter hours will be cut in favour of "self-serve recovery" and all other services will be self-managed as part of an overhaul one union says will make Qantas no better than Jetstar.
 
Credit cards which earn frequent flyer points is a popular way to earn frequent flyer points. You can receive thousands of points on everyday spend. And, many of these cards offer generous signup bonuses! Compare to find the credit card that best suits your needs.

AFF Supporters can remove this and all advertisements

SeaWolf

Established Member
Joined
Jan 24, 2007
Messages
1,216
Solutions
3
Points
425
Qantas
Bronze
Virgin
Platinum
Too bad if your phone goes flat at the airport.
And given how stupidly long the wait times are for the QF contact centre, that seems pretty likely.
 

flyingfan

Established Member
Joined
Jun 5, 2010
Messages
1,172
Points
480
Qantas
Platinum 1
Virgin
Platinum
I find it hard to believe customers actually told QF they'd rather call or use the app or a browser than front up at a desk when they're at the airport.

Also disappointing that service desks will be removed from lounges too. Guessing this means last-minute flight or seat changes will be much harder?
 

Bundy Bear

Established Member
Joined
Jul 17, 2004
Messages
3,710
Points
860
No service desks at a lounge doesn't sound good, so looks like everything will go online, no more issuing of paper boarding passes, so if the flight gets cancelled the app will tell you your new flight and seat number.

Jetstar becomes the new default option in Australian travel.
 

glasszon

Active Member
Joined
Jul 30, 2015
Messages
691
Solutions
1
Points
295
Ouch, so if you have no status with QF, what you suppose to do if there's a flight disruption? It take hours for people with no status to get through to the call centre.
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Messages
6,474
Solutions
2
Points
1,145
Never used the service desk to be honest myself of any airline at the airport so can't really comment on what they do....

Apparently the roving assistants at self check in can help with any weird issues as well, so seems to be more of a transfer of roles and heaping more responsibility on them. Hope they are trained up well.
 

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,735
Solutions
5
Points
710
foto_no_exif.jpg

Blah blah blah blah. They still don't even know how they are going to do it all from what I've been told. Also from what I've been told they don't want to spend any money on technology.

We also know of the call centre wait times on a normal pre-covid day. Current staff there are furious. Local and national management don't give a cough. Their jobs have all stuck so far during all the cuts.
 

henrus

Established Member
Joined
Jun 23, 2016
Messages
1,153
Solutions
6
Points
475
I've been saved a few times by in lounge service desks when a delayed flight has meant that an international connection could have been missed. What are people supposed to do now... wait on a phone line for hours instead. Even with a dedicated urgent phone line, I can still see problems occurring including people missing crucial flights.
 

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,735
Solutions
5
Points
710
I've been saved a few times by in lounge service desks when a delayed flight has meant that an international connection could have been missed. What are people supposed to do now... wait on a phone line for hours instead. Even with a dedicated urgent phone line, I can still see problems occurring including people missing crucial flights.
Luckily there is no international flights :rolleyes: :rolleyes: 🤪 😜
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Messages
6,474
Solutions
2
Points
1,145
Can I ask (honest question) what actually do people use the service desks for?

I have never used the domestic service desk for QF or VA1 or JQ in Australia, ever....

I thought for a second they were talking about manned baggage check but that remains.
 

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,735
Solutions
5
Points
710
Can I ask (honest question) what actually do people use the service desks for?
I have never used the domestic service desk for QF or VA1 or JQ in Australia, ever....
I thought for a second they were talking about manned baggage check but that remains.

They are talking about manned baggage check - they are part of the service desk function.

People come to the desks because they "don't want to use the machines" or "want to change their seats/flight times", or they think they need to be served by a 'human'.

Or in terms of disruptions, they deal with the rebooking.
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Messages
6,474
Solutions
2
Points
1,145
They are talking about manned baggage check - they are part of the service desk function.

People come to the desks because they "don't want to use the machines" or "want to change their seats/flight times", or they think they need to be served by a 'human'.

Oh I thought international connecting flights / manned domestic bag check remained for security reasons?

The kiosks offer you earlier flight options if you are on the right ticket..... well they do for me?

I guess for older customers that could be challenging using the kiosks, but they still have the roving service assistants right to help?
 

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,735
Solutions
5
Points
710
Oh I thought international connecting flights / manned domestic bag check remained for security reasons?

The kiosks offer you earlier flight options if you are on the right ticket..... well they do for me?

I guess for older customers that could be challenging using the kiosks, but they still have the roving service assistants right to help?

International connecting flights weren't able to do on kiosks because QF never invested in the technology to enable it. (in the domestic terminals)
The kiosks offer you earlier flights if on a flex ticket or it has been enabled to offer all flights.
Still have the roaming staff around, but the desks will be shutting.
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Messages
6,474
Solutions
2
Points
1,145
International connecting flights weren't able to do on kiosks because QF never invested in the technology to enable it. (in the domestic terminals)
The kiosks offer you earlier flights if on a flex ticket or it has been enabled to offer all flights.
Still have the roaming staff around, but the desks will be shutting.

Right, well no change for me then....! Clearly why I have never used a service desk in Australia!

Of course I feel for the people who have lost their jobs. Really hard times for the industry :(
 

flyingfan

Established Member
Joined
Jun 5, 2010
Messages
1,172
Points
480
Qantas
Platinum 1
Virgin
Platinum
The kiosks offer you earlier flights if on a flex ticket or it has been enabled to offer all flights.

Will pax lose any real functionality on flight changes/seats - ie. unless there's an override (?), would pax actually still be able to have the same ability (or not) to change flights/seats at the kiosks as they would have had talking to a human?
 

Enhance your AFF viewing experience!

From just $6 we'll remove all advertisements so that you can enjoy a cleaner and uninterupted viewing experience.

And you'll be supporting us so that we can continue to provide this valuable resource :)


Sample AFF with no advertisements? More..

Staff online

Top