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Welcome to the new qantas call centre

onemore

Member
Joined
Jul 14, 2009
Messages
202
This morning while making a domestic booking “The System” completed the booking after entering the pax details, before the payment page.

Seeing this was noticed immediately I started calling to sort this out, here is the outcome of my phone call :-

- Waited for an hour, yes 1 hour to get to talk with someone.

- Finally got to talk someone who had trouble understanding my details, repeated my Qantas ffn no less tha 5 times.

- Then the penny dropped with me, as I travel a lot in Asia I recognised the accent, so asked the consultant was she in Manila “How did you know” the reply.

- I then spent another half an hour explaining what had happened with the booking.

- I then started to explain the actual booking correction that had to be made.

- knowing them as I know them, I asked 4 maybe 5 times on the departure time from Melbourne, to which I was told “Yes 1550 hours”.

- The new booking was received some hours later with a new Booking Reference.

- Guess what? The new booking is the same as the one I cancelled, same departure which is the wrong time.

Is this a sign of the things to come? Is it new staff training? Or just another enhancement to the exciting news of the biggest change to the Frequent flyer programme in 30 years.
 

Kerrodt

Member
Joined
May 18, 2012
Messages
196
I don’t really understand the nature of the problem as you have described in your first paragraph as it relates to what you describe you received in your last dot point....
 

serfty

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This morning while making a domestic booking “The System” completed the booking after entering the pax details, before the payment page.
Had you actually paid?
 

Austman

AFF Supporter
Joined
Sep 21, 2007
Messages
3,319
I've noticed that if you make a booking and get up to the payment page (or just before?) but then exit the process, the Qantas system can create a booking with a PNR. It will appear in "Your Bookings etc". But it can be ignored and will simply disappear in a day or two.

If that was the case, all the OP needed to do was to make a new booking.
 

onemore

Member
Joined
Jul 14, 2009
Messages
202
Let me explain then:
The Qantas booking system booked a flight for me without me finishing the booking, that I didn’t get to the payment page. IS THAT ok?

As soon as I noticed the mistake, I tried to call qantas to rectify the fault.

Waited for 1 hour on the phone to talk to someone to rectify the fault.

The person on the other end did not have an adequate understanding of the English language, which of course is all my fault because I didn’t speak in their native tongue.

That realising there was a communication problem with the person, once again my fault for not speaking their language, I confirmed with the person in English 5 times, let me reiterate that point 5 bloody times the departure time of the flight from Melbourne.

In comes the new itinerary on email which was the same as the one I called about in the first place, LET ME SPELL THAT OUT. The consultant did not change a bloody thing, the booking was the same as the one I called about to change because it was the same as the original booking I called about that was wrong.

Then onto the phone again, waiting another hour to once again try and get it corrected.

But I do realise it is all my fault.

Mea Culpa, Mea Culpa, Mea Culpa

The End
 

Austman

AFF Supporter
Joined
Sep 21, 2007
Messages
3,319
The Qantas booking system booked a flight for me without me finishing the booking, that I didn’t get to the payment page. IS THAT ok?

As soon as I noticed the mistake, I tried to call qantas to rectify the fault.
I've noticed that too a few times. But no e-ticket is issued and the booking simply disappears after a short time (a day or so).

It can be ignored.
 

RSD

Active Member
Joined
Feb 13, 2010
Messages
567
I had trouble with the accent'd english of someone at the QF call centre the other day too - but they told me that they were at the call centre in South Africa.
 

Matt_01

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Mar 12, 2016
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Let me explain then:
The Qantas booking system booked a flight for me without me finishing the booking, that I didn’t get to the payment page. IS THAT ok?

As soon as I noticed the mistake, I tried to call qantas to rectify the fault.

Waited for 1 hour on the phone to talk to someone to rectify the fault.

The person on the other end did not have an adequate understanding of the English language, which of course is all my fault because I didn’t speak in their native tongue.

That realising there was a communication problem with the person, once again my fault for not speaking their language, I confirmed with the person in English 5 times, let me reiterate that point 5 bloody times the departure time of the flight from Melbourne.

In comes the new itinerary on email which was the same as the one I called about in the first place, LET ME SPELL THAT OUT. The consultant did not change a bloody thing, the booking was the same as the one I called about to change because it was the same as the original booking I called about that was wrong.

Then onto the phone again, waiting another hour to once again try and get it corrected.

But I do realise it is all my fault.

Mea Culpa, Mea Culpa, Mea Culpa

The End
So let me understand then:
you made a booking, called changed it and a new booking showed up with a new booking reference, your second last bullet point. So do you have one or two and is one of them correct.
You post a question here, do not seem to like the fact a number of people did not understand what you were asking, are you insinuating that this is our fault for not understanding an unclear question.
 
Last edited:

Kerrodt

Member
Joined
May 18, 2012
Messages
196
Let me explain then:
The Qantas booking system booked a flight for me without me finishing the booking, that I didn’t get to the payment page. IS THAT ok?

As soon as I noticed the mistake, I tried to call qantas to rectify the fault.

Waited for 1 hour on the phone to talk to someone to rectify the fault.

The person on the other end did not have an adequate understanding of the English language, which of course is all my fault because I didn’t speak in their native tongue.

That realising there was a communication problem with the person, once again my fault for not speaking their language, I confirmed with the person in English 5 times, let me reiterate that point 5 bloody times the departure time of the flight from Melbourne.

In comes the new itinerary on email which was the same as the one I called about in the first place, LET ME SPELL THAT OUT. The consultant did not change a bloody thing, the booking was the same as the one I called about to change because it was the same as the original booking I called about that was wrong.

Then onto the phone again, waiting another hour to once again try and get it corrected.

But I do realise it is all my fault.

Mea Culpa, Mea Culpa, Mea Culpa

The End
Just wow! I pity the poor person on the other end of your phone calls to a contact centre if you pile on just half the bad attitude that you have in this rant.
 

AustraliaPoochie

AFF Supporter
Joined
Feb 9, 2014
Messages
3,744
I think we just have to bear with it.
Ideally we would all prefer QF Aussie call centres but QF made the decision to cheapen the running costs of the airline, nothing we can do about it.
Grin, imagine if we spoke Tagalog or South African English.
 

davidj

Member
Joined
May 9, 2009
Messages
489
Yes offshore call centres for QFA is nothing new. Neither are long call wait times.

Last weekend I was looking forward to calling SIA but it was quickly apparent my call was diverted to Manila. So even SIA can't avoid an offshoring strategy.
 

blackcat20

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Joined
Jan 7, 2011
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Sounds like they've finalised the held booking (under a new pnr) rather than creating a new booking.
 

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