QF Platinum Desk

[dfcatch]

Is it just me - or does it seem that all my calls to QF lately are routed to the normal desk (albeit in a decent time-fashion).

I just get the feeling that I'm not dealing with "premium desk" staff and I don't want to be rude and ask.

Additionally - a few calls have resulted in - "I'll just need to transfer you to the Premium Desk". (who I thought I had called).

I'm calling the Platinum number and entering my QFF number as prompted too..??

 

[Princess Fiona]

No issues for me, I've called 3 times in the last couple of weeks and had the "Welcome to Qantas Platinum" greeting. Phone always answered promptly as well. This access is one of the good WP perks, I hope it's not being "enhanced"

 

[dfcatch]

I do wonder if it has anything to do with selecting 1 for domestic, 2 for international or 3 for frequent flyer/Qantas club.

I've been selecting 2.

 

[Princess Fiona]

2 of my last calls have been regarding flights to LHR and AKL so have also selected option 2. Could it be a data entry problem with QF phone system perhaps not recognising your number as WP ?

 

[serfty]

The "premium Desk" appears to be staffed during Eastern state business hours and Saturday mornings.

I generally try to call around 9:30am-11:00am; normally answered premium.

If they are busy the call 'overflows' to the CSO agent pool.

Some of these are good, some not. If you don't think they are helping much, either ask to be put through to "premium" or pleasantly end the conversations and call again.

 

[dfcatch]

Cheers guys, I assumed as much but just wondered if others were noticing the same.

I may try again next week and if again not the premium desk I may politely query it.

 

[QF029]

I'm getting the same and are frequently routed to a normal agent. I then ask to be transferred to the premium desk. It's often pretty quick so not 100% convinced it's because they're busy.

 

[pshepvic]

We made two calls in the last 2 weeks - one went straight to the premium desk, the other didn't (around 6pm). They then transferred us through. Selected option 3 both times.

 

[dfcatch]

So - I'm pretty sure that the system isn't recognising my number anymore (it used to).

Everytime I call I'm getting the standard desk - last couple of times I've asked to be transferred and it wasn't a problem.

Also - everytime I callm I have to repeat my FF number to them.

Previously - they would have it on their screen.

Shot off an email to QF so we'll see what they say.

 

[Hvr]

My last call was about a change of domestic flight that it wouldn't let me do on line. Entered my QFF number, pressed two and the call was promptly answered.

Change fee was waived by the lady on the phone at her initiative (she sought and received permission from her supervisor) after I was able to describe the on line fault.

Can't remember how it was answered but I was pleased with the service.

 

[dfcatch]

My last call was about a change of domestic flight that it wouldn't let me do on line. Entered my QFF number, pressed two and the call was promptly answered.

Change fee was waived by the lady on the phone at her initiative (she sought and received permission from her supervisor) after I was able to describe the on line fault.

Can't remember how it was answered but I was pleased with the service.

Yep that's how it used to be for me too.

I've definitely noticed the change - which is what got me suspicious.

 

[Princess Fiona]

So - I'm pretty sure that the system isn't recognising my number anymore (it used to).

Everytime I call I'm getting the standard desk - last couple of times I've asked to be transferred and it wasn't a problem.

Also - everytime I callm I have to repeat my FF number to them.

Previously - they would have it on their screen.

Shot off an email to QF so we'll see what they say.

Hope you get it sorted it did seem to be a QF phone problem

 

[wingspan]

I have had a few issues with getting a refund on a JASA booking recently. It has involved a few emails and calls back and forth. Anyway, yesterday a woman from Qantas Frequent Flyer gave me a Sydney landline number to call to talk to customer care about the issue. When I called the customer care number, a man answered and said "oh you're a platinum frequent flyer, we actually have a team of ladies[!] to specifically deal with platinum members" and he transferred me through.

Which made me wonder - could it be that the Platinum service team is comprised solely of women?

 

[danny09]

I'de say to me about 70% of the times its a women answering on the platinum number when i ring.

 

[bugayev]

I have had a few issues with getting a refund on a JASA booking recently. It has involved a few emails and calls back and forth. Anyway, yesterday a woman from Qantas Frequent Flyer gave me a Sydney landline number to call to talk to customer care about the issue. When I called the customer care number, a man answered and said "oh you're a platinum frequent flyer, we actually have a team of ladies[!] to specifically deal with platinum members" and he transferred me through.

Which made me wonder - could it be that the Platinum service team is comprised solely of women?

Nope - Hercules is definitely a bloke, as is someone else I've had a few times (James maybe?) who is extremely helpful.

That being said as I'm not travelling as much, I haven't had the chance to speak to Hercules recently - is he still around?

 

[dfcatch]

Nope - Hercules is definitely a bloke, as is someone else I've had a few times (James maybe?) who is extremely helpful.

That being said as I'm not travelling as much, I haven't had the chance to speak to Hercules recently - is he still around?

Yes he is

Helped me with a JASA change just last week!!

The previous poster may have been referring to the Platinum Customer Care team, which, IME has been all female

 

[N860CR]

And they're all useless!

 

[straitman]

And they're all useless!

The obvious question is why do you think that :?:

Some explanation of such a sweeping statement would be appreciated.

 

[serfty]

And they're all useless!

Rubbish ... I have had great service from this team.

Today it took less than 45 seconds after being answered "Qantas Premium" for a JASA MEL-AKL segment I was booked on to be changed to another date three months later. No issues, no additional collect - just done.

Revised e-ticket email received within a further minute.

 

[amaroo]

I've always found them to be very efficient & helpful.