Login Now to remove this and all advertisements (GOLD and SILVER members)
Not a member? Register Now for free

QF Premium Help line closing! (rebutted by Red Roo)

Status
Not open for further replies.

Rolls

Member
Joined
Nov 27, 2011
Messages
143
Points
10
OMG just speaking to an incredibly helpful and pleasant staff member on the Qantas "Premium desk" (or whatever is the correct term). I complimented this person as they were so amazing , the return comment was "thank you it was nice to hear something positive - none of us will be here in a few months- we have all lost our jobs!"
What on earth is Qantas doing this time?
Have I missed a thread on this?
 

Sethor

Member
Joined
Sep 23, 2009
Messages
128
Points
10
They are consolidating call centres, they will all be located in Hobart.
 

Rolls

Member
Joined
Nov 27, 2011
Messages
143
Points
10
They are consolidating call centres, they will all be located in Hobart.
Very hard for some of the older staff, QF staff morale seems to be sinking down & down…..
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Messages
21,755
Points
1,815
If I was Qantas I'd be hiring an office just for the premium help line - wherever they wanted to be based. They are an asset to the call centre and In my 8 or so years of dealing with them when I had access they were brilliant.

The slippery slope for me started when I lost access to them. All of a sudden requests became 'not possible' or 'Qantas doesn't offer that service' or 'sorry, there is no way we can do that'. When of course I knew, and more experienced agents knew, it could be done.
 

Rolls

Member
Joined
Nov 27, 2011
Messages
143
Points
10
If I was Qantas I'd be hiring an office just for the premium help line - wherever they wanted to be based. They are an asset to the call centre and In my 8 or so years of dealing with them when I had access they were brilliant.

The slippery slope for me started when I lost access to them. All of a sudden requests became 'not possible' or 'Qantas doesn't offer that service' or 'sorry, there is no way we can do that'. When of course I knew, and more experienced agents knew, it could be done.
Yes it is an excellent platinum benefit - to be able to quickly reach someone who is (usually) pleasant & helpful
 

under the radar

Established Member
Joined
Apr 8, 2010
Messages
1,087
Points
5
I don't want to appear 'heartless'....but telling a customer you are 'about to lose your job' whist performing your job is very unprofessional.. just saying 'thankyou' would suffice. (there's a professional way to deal with one's personal 'situation')
 

yohy?!

Established Member
Joined
Nov 30, 2009
Messages
4,485
Points
10
I don't want to appear 'heartless'....but telling a customer you are 'about to lose your job' whist performing your job is very unprofessional.. just saying 'thankyou' would suffice. (there's a professional way to deal with one's personal 'situation')
sorry but you do appear heartless with that comment!;)
 

Rolls

Member
Joined
Nov 27, 2011
Messages
143
Points
10
I don't want to appear 'heartless'....but telling a customer you are 'about to lose your job' whist performing your job is very unprofessional.. just saying 'thankyou' would suffice. (there's a professional way to deal with one's personal 'situation')
They were actually very professional - we were discussing something else, the person was positive not "winging" to me at all- I was just shocked as I had missed the news!
 

Red Roo

Established Member
Joined
Oct 8, 2010
Messages
1,746
Points
0
I can assure you that this dedicated service for our Platinum, Platinum One and Chairmans Lounge members will continue beyond the changes to the location of our Contact Centres.

The specialised skill set required to assist with the additional benefits associated with the top tiers is recognised and highly valued internally, with only the most experienced individuals considered for these roles.

However for your reference, all Contact Centre staff are trained to action requests when the Premium Desk is not available, such as overflow or after hours.
 
Last edited:

Rolls

Member
Joined
Nov 27, 2011
Messages
143
Points
10
I can assure you that this dedicated service for our Platinum, Platinum One and Chairmans Lounge members will continue beyond the changes to the location of our Contact Centres.

The specialised skill set required to assist with the additional benefits associated with the top tiers is recognised and highly valued internally, with only the most experienced individuals considered for these roles.

However for your reference, all Contact Centre staff are trained to action requests when the Premium Desk is not available, such as overflow or after hours.
Thanks Red Roo, and I can assure you your staff member was not being unprofessional at all- it was a "throw away" line on their part with me in shock saying "what did you just say?!!"
 

N860CR

Established Member
Joined
Nov 30, 2004
Messages
3,696
Points
715
That's a real shame... The Hobart based call centre staff are the worst of the lot. That will no doubt rub off onto the "new" premium team.
 

travelislife

Established Member
Joined
Feb 9, 2011
Messages
2,325
Points
465
Out of interest why couldn't a call centre person such as this work from home? Shouldn't be that hard surely, especially if they have got the NBN on at home like we have, the physical location nearly doesn't matter. Qantas keeps great employees and saves the office space costs. Just might be some IT set up involved.
 

rickylee

Member
Joined
Jan 9, 2014
Messages
112
Points
0
I can assure you that this dedicated service for our Platinum, Platinum One and Chairmans Lounge members will continue beyond the changes to the location of our Contact Centres.

The specialised skill set required to assist with the additional benefits associated with the top tiers is recognised and highly valued internally, with only the most experienced individuals considered for these roles.

However for your reference, all Contact Centre staff are trained to action requests when the Premium Desk is not available, such as overflow or after hours.
I am very relieved to hear this. My experience through the years has been quite consistent in that the dedicated premium customer service call centres are helpful, professional, friendly, and fantastic. I very rarely have had a problem resolved when I am calling after hours, and when I do it is always clear that friendliness or courtesy are optional extras.
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Messages
21,755
Points
1,815
I am very relieved to hear this.
I think we might need to wait until it's actually implemented to see how the new system works.

The current set of call centre staff can be patchy. As you say, friendliness and courtesy can be optional extras.

If the existing staff don't have the attitude, does QF management just expect them to 'learn it'?

And if they are capable of 'learning it' - why aren't they exhibiting it now? Why wait until they become premium staff?
 

Pleb Status

Established Member
Joined
Feb 19, 2011
Messages
3,141
Points
10
I can assure you that this dedicated service for our Platinum, Platinum One and Chairmans Lounge members will continue beyond the changes to the location of our Contact Centres.

The specialised skill set required to assist with the additional benefits associated with the top tiers is recognised and highly valued internally, with only the most experienced individuals considered for these roles.

However for your reference, all Contact Centre staff are trained to action requests when the Premium Desk is not available, such as overflow or after hours.
Is this a 'core' or 'non-core' promise? We were told that MASA award bookings were here to stay when they were taken offline and now they have been further 'enhanced'. I also believe the hours of the Premium Desk were cut back about six to twelve months ago (closing time changed from 11pm to 9pm AEST, which is 6pm AWST during summer).
 
Vinomofo is the best wine deals site on the planet. Good wines, real people and epic deals, without all the bowties and bs.

Recommended by the Australian Frequent Flyer

JessicaTam

Enthusiast
Moderator
Joined
Jan 29, 2012
Messages
15,186
Points
1,745
Qantas
LT Gold
Virgin
Red
That's a real shame... The Hobart based call centre staff are the worst of the lot. That will no doubt rub off onto the "new" premium team.
I will loudly disagree with that. Empirical evidence from those booking mASAs is that HBA was more capable than BNE or MEL. I will also add my own experience to that.

I specifically asked what would happen to the premium desk when chatting to a CSA last week. She replied that the premium desk would move to HBA. She in fact was still debating whether or not she would move there herself.
 

N860CR

Established Member
Joined
Nov 30, 2004
Messages
3,696
Points
715
I will loudly disagree with that. Empirical evidence from those booking mASAs is that HBA was more capable than BNE or MEL. I will also add my own experience to that.

I specifically asked what would happen to the premium desk when chatting to a CSA last week. She replied that the premium desk would move to HBA. She in fact was still debating whether or not she would move there herself.
Fair enough. All my experiences with the HBA staff have been terrible (including one instance where the staff member told me my flight to LAX the next day had been cancelled.. When it actually hadn't, and abused me for correcting them)
 

JessicaTam

Enthusiast
Moderator
Joined
Jan 29, 2012
Messages
15,186
Points
1,745
Qantas
LT Gold
Virgin
Red
Fair enough. All my experiences with the HBA staff have been terrible (including one instance where the staff member told me my flight to LAX the next day had been cancelled.. When it actually hadn't, and abused me for correcting them)
I should have ended my post with YMMV, as of course as you have said we all have different experiences.
 
Status
Not open for further replies.

Community Statistics

Threads
86,562
Messages
2,098,075
Members
53,891
Latest member
Traveling_Side
Top