QF call centre discussion

[MEL_Traveller]

Gold and silver waiting in excess of 40 minutes (up to an hour) to get through to the call centre. Message at the beginning of the call says 8-12 minutes hold time.

frustrating.

 

[hutch]

Can feel your pain.

Was good to see QF introduce call back service recently. Shame it came at a point when I'd already had finalised my bookings

 

[Doctore1003]

Yeah I noticed in the last few weeks the waiting times have blown out (used to get through almost instantly, now there's 30+ min wait). Have QF reduced call centre staffing?

 

[Sdtravel]

You mean enhanced call centre staffing levels.

 

[Buzzard]

An NB I know tells me he waited about 2 hours :shock:

 

[Jobu]

Is the Qantas website down or is it just me?

 

[CMA222]

Is the Qantas website down or is it just me?

I am getting on no problems but there was temporarily a message on the site saying some sections of the site were not working and it is being addressed.

 

[Buzzard]

Is the Qantas website down or is it just me?

I have logged in 3 times today waiting for T80 seats to open uo.
No probs logging in, only getting the row I want.

 

[NZ_Flyer]

Gold and silver waiting in excess of 40 minutes (up to an hour) to get through to the call centre. Message at the beginning of the call says 8-12 minutes hold time.

frustrating.

Yep I had to make a couple of calls late evening (NZ time) and the wait time was about 30-40min each time. If I call during Australian business hours I'll pretty much go straight through to QF Premium without a wait, but after hours maybe all calls just get diverted to the same general line?

 

[MEL_Traveller]

Yep I had to make a couple of calls late evening (NZ time) and the wait time was about 30-40min each time. If I call during Australian business hours I'll pretty much go straight through to QF Premium without a wait, but after hours maybe all calls just get diverted to the same general line?

As per Buzzard's post above - looks like bronze could have been 2 hours! :shock:

The call centre staff didn't want to engage as to why they were so busy. Just that 'we are busy'. So maybe something's up.

 

[Sdtravel]

I just got an email about my flights next year changing
QF1 departs 10 min earlier and QF12 arrives 10 min later. Perhaps there is a lot of timetable shuffling going one and calls to fix us peoples bookings now.

I will note that a friend of mine once mentioned he waited really long a few weeks back he almost considered hanging up and trying again using my QFF NO to see if he could get premium service line faster.

 

[Hvr]

I also got an email with words such as:

"we know you're travelling soon and your flight has changed." This refers to a flight in Oct 2016 (SFO-SYD-MEL) which has been changed. No problems I'll fly back the next day. Was selecting my seat and offered the upper deck (J) but wanted 5B and the lady on the phone allocated that to me.

After I described how good it was she smiled (I could tell on the phone) and said I knew more about the seating than some staff.

Once I entered my FF# the call was answered withing 30 seconds. Call made Thursday morning.

 

[Mattg]

I had to call Qantas this afternoon. As a PS I had to wait 45 minutes on hold. This was after being told my wait time was estimated at 9 minutes.

I queried as to whether there had been any changes at the call centre that would lead to the blowout in waiting times. The agent said that there hadn't been any staffing changes, but that they had recently begun trialing a call back system. I daresay the trial isn't working...

 

[MEL_Traveller]

I had to call Qantas this afternoon. As a PS I had to wait 45 minutes on hold. This was after being told my wait time was estimated at 9 minutes.

I queried as to whether there had been any changes at the call centre that would lead to the blowout in waiting times. The agent said that there hadn't been any staffing changes, but that they had recently begun trialing a call back system. I daresay the trial isn't working...

I wonder which team staffs the 'Qantas Chat' function? If its general reservations, I could see how that would potentially extend call times. Much easier to speak a request than have to write it all down.

 

[Kaiser]

45 mins is about the minimum I've experienced. Last week I did get the offer of the callback which worked as promised, IMHO a much better system and I hope it becomes standard - although I don't know if this system is fully functional (or how it prioritizes) as I didn't get offered a call back next time I called.

 

[clazman]

I personally have never had a problem ringing customer service to make a booking change, normally 1-5 minutes maximum wait.

What gripes me is when you ring a company providing a national service / product and you call after 2pm in Summer or 3pm in Winter from WA and get told call back between these hours.

You either want our business or don't.

 

[Mattg]

45 mins is about the minimum I've experienced. Last week I did get the offer of the callback which worked as promised, IMHO a much better system and I hope it becomes standard - although I don't know if this system is fully functional (or how it prioritizes) as I didn't get offered a call back next time I called.

I would be more likely to use the callback service if I knew what the waiting time was likely to be. Yesterday I was told what the estimated wait time would be (even though it was way off) after having already declined the callback option. The estimated wait time should be revealed before this is offered, not after.

 

[Flying mermaid]

A friend had a significant schedule change for an overseas trip next year. No status and he phoned up about 5pm to request a change to another flight. He took the callback option and received the callback after midnight. Fortunately he had stayed up waiting for the call

 

[MEL_Traveller]

A friend had a significant schedule change for an overseas trip next year. No status and he phoned up about 5pm to request a change to another flight. He took the callback option and received the callback after midnight. Fortunately he had stayed up waiting for the call

The wording for the call-back option says you will maintain your place in the queue and be called back when you reach the front... 7 hours to get there?

This might be a good topic for Qantas to address here through their rep.

 

[Daver6]

As a PS, over the last few months each time I've called they tell me wait times are higher than usual. This is every time I call. Therefore, 30 - 60 minutes is normal.