The Qantas call centre now has a different menu

[BD1959]

I called this morning to convert a credit to some flights (usual bar on being able to complete such a simple transaction online) using the Platinum number.

Was greeted with a new welcome "We have recently revamped our telephone system - please listen to these options" ... or words to that effect. After only selecting the type of service, whether the booking was International or Domestic etc was I requested to enter FF details. I was then informed that the wait time was 30-60mins.

After 15mins (I am the eternal optimist) I had to hang up for a work call. Back on again just before lunch "Wait times are currently less than 30mins" ... after 21 mins I was connected with a lovely CSR in the Philippines (judging by the accent). I explained the nature of my call but asked whether the Platinum Line was no more, she offered to direct my call to the Platinum Team and I declined (mine wasn't anything out of the ordinary) but said if the actual Platinum Line/Queue has been demised then I would need to know that to factor into any future calls. Without admitting that this was what had happened she explained that all calls now were put in the one queue and that CSRs would be allocated in order, including the Platinum Team.

Sounds like another round of cost cutting by QF.

Regards,

BD

 

[kallinch]

That would explain why I've had 60min wait times as WP as well... for 3 sep. calls 3 sep. days.

Very disapointing.

 

[Mrmaxwell]

Made my first call to QF in 14 months yesterday. As a P1 the old contact has been replaced with a VIP Premium line - I got right through at around midday.

As a WP surely there shouldn’t be a 60min wait time? Is there a revised number to the one on the back of the FF card?

 

[Ansett]

I believe that it is an issue with the new Menu and I have found it most frustrating having to go through a thorough Interrogation before I can even put my FF Number. It certainly is not a change for the better. I too have experienced longer wait times than usual and have had to call back several times. It seems that as WP the calls are being answered by the Philippine's who really dont have a clue.

 

[ChrisMars]

Also long wait time for me on monday evening. First time I waited 30 min.

 

[DC3]

Via Manila?

 

[Captain Halliday]

This has been discussed in another thread, which I can’t find for some reason.

But to summarise an explanation given there by an AFFer who claimed to have direct knowledge:

The various call centres have been assigned certain focus areas and are being trained accordingly.

An example given was that all lost luggage calls go to HBA where staff are apparently given special training. Ditto for awards involving international sectors.

But this change also means non-status pax with issues that meet certain criteria will still get HBA.

Conversely, WP pax with simple matters may get AKL or MNL.

My summary probably isn’t the best so if I can find that other thread when not on mobile I’ll come back and add the link, or ask the mods to merge.

 

[theairlineshow]

I called this morning to convert a credit to some flights (usual bar on being able to complete such a simple transaction online) using the Platinum number.

Was greeted with a new welcome "We have recently revamped our telephone system - please listen to these options" ... or words to that effect. After only selecting the type of service, whether the booking was International or Domestic etc was I requested to enter FF details. I was then informed that the wait time was 30-60mins.

After 15mins (I am the eternal optimist) I had to hang up for a work call. Back on again just before lunch "Wait times are currently less than 30mins" ... after 21 mins I was connected with a lovely CSR in the Philippines (judging by the accent). I explained the nature of my call but asked whether the Platinum Line was no more, she offered to direct my call to the Platinum Team and I declined (mine wasn't anything out of the ordinary) but said if the actual Platinum Line/Queue has been demised then I would need to know that to factor into any future calls. Without admitting that this was what had happened she explained that all calls now were put in the one queue and that CSRs would be allocated in order, including the Platinum Team.

Sounds like another round of cost cutting by QF.

Regards,

BD

Same problem. on hold for over an hour - something is a miss.

 

[TheInsider]

There is no reservations call centre in MNL. The only thing MNL deal with is frequent flyer program or outbound calls from webchats (which aren't a thing at the moment).

The only reservations call centres are Hobart, Auckland and Cape Town.

 

[jakeseven7]

Got through in about 2 mins as Plat yesterday (high PCV though) and answered with Premium still.....?

 

[sudoer]

Have had the same issues recently - held for 20-30 minutes to make a new booking or change existing ones, which was rarely longer than a three minute wait using the old phone menu.

While travelling yesterday my flight was cancelled and I was rebooked with a downgrade to economy as aircraft had Y cabin only. I sorted this all out at the lounge desk, but 45 min later received an SMS to call 1300659115. This got me through to "Qantas Premium" answered in a very strong Aussie accent with less than a 30 second wait.

Despite calling what appears to be a special number, and entering my QFF# and PIN, the rep didn't seem to have any information to indicate what I was calling about - so what is the point of the special phone number? If it's just to connect me to a competent rep without much of a wait, and if the wait time for WPs doesn't improve, I might try call this number again next time I need to make a change...

 

[Captain Halliday]

That’s a published number for “customer care”... but good to know where it may be routed.

 

[Danger]

Got through in about 2 mins as Plat yesterday (high PCV though) and answered with Premium still.....?

How do you know your PCV?

 

[sudoer]

How do you know your PCV?

Maybe he got the coveted QF magazine during lockdown

 

[Seat0B]

Sorry for my ignorance, but what is PCV please?

 

[ChrisMars]

Percieved Customer Value

 

[Daver6]

Called today. First time with the new phone system. What a PITA. Takes a good couple of minutes prior to getting to input your details. As a WP, my call was then picked up another couple of minutes later with the usual plat line greeting.

 

[Peasant]

Diabolical. I timed it: 3 minutes of options and announcements before starting to hold. I gave up. Tell me this didn't come out of a design thinking workshop...

 

[jakeseven7]

How do you know your PCV?

Our lovely QF account manager who during covid when everyone stopped flying made it to my speed dial

I’m sure now all the big corporates are starting to fly again I’ll tumble back down the ladder as I don’t always fly J!

 

[DC3]

Diabolical. I timed it: 3 minutes of options and announcements before starting to hold. I gave up. Tell me this didn't come out of a design thinking workshop...

I think it’s more likely that “you asked for it, and we delivered”.