New Qantas reservations call centre in Manila

[Mattg]

I'm told that Qantas has started using another outsourced call centre provider for reservations/ticketing in Manila.

Qantas already has call centres in Manila for Qantas Frequent Flyer and Qantas Business Rewards enquiries, but not for reservations AFAIK.

I guess we'll have to wait to see to what extent this new call centre will be used in place of the horrible Mindpearl call centres in Cape Town and Suva. Hopefully, fingers crossed, this might be an actual improvement - but the jury is still out on that.

Has anyone got through to this call centre yet when calling Qantas about a ticketing issue?

 

[exceladdict]

Will have to brush up on my tagalog.

 

[MrJetset]

MindPearl in Fiji for AA have always been stellar. Much friendlier and quicker than AA US.

Again, it is not the agents or the call centre operator that are failing, its QF's processes and training.

 

[Melburnian1]

Will have to brush up on my tagalog.

With other sectors (such as energy), call centre operators have informed me they are not permitted to speak in Tagalog.

If I dare to say 'Kumusta ka?' (How are you?), the normal response is silence if a male and sometimes giggles if a female.

 

[exceladdict]

With other sectors (such as energy), call centre operators have informed me they are not permitted to speak in Tagalog.

If I dare to say 'Kumusta ka?' (How are you?), the normal response is silence if a male and sometimes giggles if a female.

Very interesting. Perhaps there's call monitoring software (sentiment, keyword tracking etc) that only operates in English.

In fairness, the rep's English will always be better than my Tagalog. I said good evening to the Filipino host at the hotel lounge yesterday morning. They kindly didn't point out my error

 

[TheInsider]

Has anyone actually gone through to MNL yet for reservations calls?

 

[theblank]

In fairness, the rep's English will always be better than my Tagalog.

Probably because they speak english in the Philippines.

 

[exceladdict]

Probably because they speak english in the Philippines.

Absolutely. I'm optimistic about this call centre tbh.

 

[ronlon]

Has anyone actually gone through to MNL yet for reservations calls?

No.....whenever I speak to Manilla it is always frequent flyer services......never direct reservation help. They are very helpful within their sphere of what I perceive to be their responsibility. They do however shortcut matters for you when a reservation/ticketing matter needs attention,

 

[TheInsider]

No.....whenever I speak to Manilla it is always frequent flyer services......never direct reservation help. They are very helpful within their sphere of what I perceive to be their responsibility. They do however shortcut matters for you when a reservation/ticketing matter needs attention,

TBH I haven't even heard of Manila taking reservations calls yet.

 

[madrooster]

TBH I haven't even heard of Manila taking reservations calls yet.

They are taking calls. I've gone through to them once so far and they were actually decent.

 

[GoldCanyon340]

Who is being directed there?

 

[Berlin]

I could swear that I had been re-routed to the Philippines when calling from New Zealand back during Covid and while the short term “travel bubble” was on.

These had been amongst the most painful and useless calls I’ve ever had when calling QF. But sounds like I was wrong- so maybe they just had several badly trained Philippinas somewhere in the SA call centre? I don’t know but the accent was a dead giveaway and they absolutely drove me NUTS with their incompetence and outright lies.

 

[Dvg]

Have had a number of contacts with P’pinnes call centres over the years and pretty much always had good service, trying to help within the limitations of their role.

 

[siri]

Other major Global airlines did not have these Qantas lack of care policies and Qantas started to screw customers from the covid go. It all come down to incompetent CEO who is struggling to keep his job since he cannot handle covid scenario. On top of this, so called lady running this dept should be fired for utter incompetence and same scenario happened to Telstra which removed call centres with covid and lost thousand of high paying customers.
Old saying about pigs with lipstick cannot fix a serious underline issue, which is INCOMPETENCE. Qantas great brand is utterly damaged by utter incompetence and greed.

 

[glennp]

Just one more poorly trained offshore call centre to hang-up on us when the questions get too tough. Qantas will promote this as an enhancement but the reality is our chances of winning Call Centre Roulette (ie contacting Hobart) just got worse.

 

[Graham Atkinson]

I'm told that Qantas has started using another outsourced call centre provider for reservations/ticketing in Manila.

Qantas already has call centres in Manila for Qantas Frequent Flyer and Qantas Business Rewards enquiries, but not for reservations AFAIK.

I guess we'll have to wait to see to what extent this new call centre will be used in place of the horrible Mindpearl call centres in Cape Town and Suva. Hopefully, fingers crossed, this might be an actual improvement - but the jury is still out on that.

Has anyone got through to this call centre yet when calling Qantas about a ticketing issue?

Seriously? Thinking a Phillipine Call Centre could be a positive???????? And as for the hope this means a Phillipine operator may "take ownership" of a customer's issue????? Jesus Christ. Phillipine call centres are the worst in the world.

 

[Franky]

Seriously? Thinking a Phillipine Call Centre could be a positive???????? And as for the hope this means a Phillipine operator may "take ownership" of a customer's issue????? Jesus Christ. Phillipine call centres are the worst in the world.

Being about 98% Catholic, I would guess they say that quite often….

 

[siri]

Being about 98% Catholic, I would guess they say that quite often….

 

[clara w]

If the centre is anything like the qantas money call centre in the Phillipines, it will be a disaster. I have called and emailed them over the last 2 years about incomprehensible charges and even more baffling explanations for the charges, with nil satisfaction. Since my last conversation in March with a very nice,but clueless, person who promised a response "within 48 hours", I have heard nothing. But as they seemed to think I owed them money when they last emailed me (not possible), hearing nothing is the second-best response....