You can interact with us via SMS

[NZflygirl]

Available via Aussie mobiles. Anyone tried this or know the limitations of the service? On hold to Qantas now and heard it. I don't know how long it's been about.

Might be useful for things that don't need urgent attention. Beats being on hold!

 

[defurax]

I used it last week. The premium line took more than 5 minutes, so I gave it a try. I only wanted to select seats (which I couldn't do online) and so it worked relatively well. Was completed in about 4-5 text messages. I don't think it would work for complex itinerary changes though.

 

[NZflygirl]

I just wanted to know the cost of changing dates so would have worked for me but call was answered. I also don't think it would work for anything complicated.

Also if my message is too long to type then I'd probably be put off, but might be good for quick things.

I have used twitter DMs on occasion. I think they're good and it's just easier uploading pictures there. Used it for a missing points claim for VA as it had to be in a certain format or something and I couldn't be bothered with it. Twitter was just easier. Had issues with SPG not being able to see my picture either.

Is there a number you can just text your questions to? Or do you have to call first?

 

[BriarFlyer]

I used it when offered back in December, to change an international award booking that couldn't be done on-line. A better option came available and I didn't want to lose that seat so the immediacy of assistance worked for me. The booking was completed efficiently with a phone call -- they called me -- to check the new booking was correct and to pay the difference in taxes.

 

[defurax]

Is there a number you can just text your questions to? Or do you have to call first?

The last text message I received says that I can contact QF again using this number at any time, but I don't know if the process of giving your mobile number during the initial phone call actually links the mobile number to your QFF profile.

 

[BriarFlyer]

The last text message I received says that I can contact QF again using this number at any time, but I don't know if the process of giving your mobile number during the initial phone call actually links the mobile number to your QFF profile.

I wondered this as well. My recollection is of that connection; as in the agent knew who he was "speaking to" when he contacted me. Which was pretty much immediately after I provided my mobile number.

 

[Pushka]

I wondered this as well. My recollection is of that connection; as in the agent knew who he was "speaking to" when he contacted me. Which was pretty much immediately after I provided my mobile number.

Given they send a text message when you have the dual log in verification there’s obviously lots of dots connected.

 

[pauly7]

Have been using for a couple of months has been good, can get things done in my own time when have time free.

 

[Daver6]

Not familiar with this service, but if you SMS them to start the convo, how do they verify identity?

 

[AIRwin]

Anyone tried this or know the limitations of the service?

Some reports of this after post #50 in the following thread:
Answered - Best time to Call QANTAS?

 

[Flying mermaid]

Not familiar with this service, but if you SMS them to start the convo, how do they verify identity?

you don’t SMS them - if while on hold they offer the SMS option and you accept, by pressing a number, then they send you an SMS. You then press another number to confirm you have it and then hang up.

I have used it once, when I wanted to link two bookings. It took a very short time for the person to come back and say it was done and s/he had also checked the flight stats and said the flight wasn’t delayed very often. I had stated in my original text that I wanted to link the two bookings in case the first flight was delayed, so they went beyond my actual request. I was very happy with the outcome.

 

[RooFlyer]

For those who have used it, do you get the impression that whoever is on the other end is dealing only with you - that is, responds as quickly as the task they are doing would allow, or is it like 'chat' where you know they are juggling X number of other chat conversations and you may have to wait a while for each banal / canned reply?

 

[Himeno]

Are the people on the phones the same people on the twitter help?

I just asked them about my connection issue (85 min D-I SYD), provided the flight details and booking info.
They come back with QF923 (CNS-SYD) as an option.

Not sure how "CBR-SYD QF1494, please move to QF1428, QF1520 or QF1484?" means "please move departure to Cairns"

 

[Flying mermaid]

The person I dealt with seemed quite across the issue - not just a social media person, so I assumed I was actually getting to someone in the call centre.

Whether they were juggling or not I have no idea. I sent my text, I got a reply in about 15 minutes saying the bookings had been linked and mentioning they had checked the flight stats. I replied thanking them and they immediately responded. Not sure how something complicated would go.

 

[BriarFlyer]

I felt that I was getting dedicated attention during my SMS interaction; the responses were quick and on point. The phone call to complete the transaction and payment came from the NZ call centre and my impression was that I dealt with the same agent throughout.

 

[Pushka]

Are the people on the phones the same people on the twitter help?

I just asked them about my connection issue (85 min D-I SYD), provided the flight details and booking info.
They come back with QF923 (CNS-SYD) as an option.

Not sure how "CBR-SYD QF1494, please move to QF1428, QF1520 or QF1484?" means "please move departure to Cairns"

Twitter seems to be their social team which is different from ticketing and customer service. Of course there could be an initial filter and then they hand it over. Triage, as it were.

 

[pauly7]

For those who have used it, do you get the impression that whoever is on the other end is dealing only with you - that is, responds as quickly as the task they are doing would allow, or is it like 'chat' where you know they are juggling X number of other chat conversations and you may have to wait a while for each banal / canned reply?

The few times I have used it, I’ve been the one taking an hour or more to reply sometimes Too busy - but that’s why I like it, can reply on your own time. So obviously in my case they are doing other things than sitting round waiting for my reply texts

 

[NZflygirl]

Generally sounds like a positive experience. Looking forward to giving it a whirl in future.

 

[Pushka]

The few times I have used it, I’ve been the one taking an hour or more to reply sometimes Too busy - but that’s why I like it, can reply on your own time. So obviously in my case they are doing other things than sitting round waiting for my reply texts

Well, we hope that’s the case. On the other hand the wait time has been increasing lately so............

 

[Flying mermaid]

Well, we hope that’s the case. On the other hand the wait time has been increasing lately so............

Hopefully people with simple queries will opt for the SMS. Should free up the line, but people hanging on will have longer more complex ones, so wait times will still be long. It does stop the frustration of being in the queue for hours for something simple.