Article: How to Get Good Qantas Customer Service for Under $3,000

[Franky]

Maybe if Qantas Customers start sending their complaints directly to the Qantas Board, CEO, Current Affair Shows, Radio Open Lines & Newspaper’s will they get Qantas to start listening. The CEO talks of customer service, but I am not sure he can remember what that is!!!
Don’t continue to blame COVID as that is now just just an excuse & will loose you a whole heap of very loyal fliers

I did something like that this morning. There was an article in this morning's online Oz with AJ spruiking up his decison that they are going harder to be green. The article attracted many adverse online comments about the need for this in geenral, and I commented why didn't he spend more time in getting their refund policy fixed given the inordinate times customers were waiting for their money whilst AJ used the funds to keep his arline solvent.

 

[CaptJCool]

So I suspect this is a case of stood-down“ employees taking their labour elsewhere and understandable since QF SHUNTED them all off payroll, and never coming back.

then having to recruit rookies at low wage starting salaries because of course amongst other business leaders this lot has probsbly signed up to the no wages growth band-wagon, so difficulty getting people to actually accept positions thus leaving them a shortfall and thus blowing out the queues.
even with the best of luck with timing doesn’t get over the failure to recruit sufficient replacements IN THE CURRENT very low unemployment rates and the looming Great Resignation....

and bear in mind QF HAS $6 billion in unredeemed revenue plus capital raising plus Govt subsidies to parachute them through COVID

 

[rickylee]

How to Get Good Qantas Customer Service for Under $3,000 is an article written by AFF editorial staff:

How to Get Good Customer Service from Qantas for Under $3,000

The problems with the Qantas call centre are well-documented on Australian Frequent Flyer and elsewhere. Unless you happen to have Platinum or Platinum

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

I have been a platinum for 12+ years. Yesterday at 1400 I waited 3+ hours on hold with the Qantas call centre and had to hang up for a meeting. I tried again at 0100 thinking call volumes would be lighter and it is now 0300 and still no answer. My scheduled flight leaves at 0640.

 

[Jean Prouvaire]

It would be nice if Quantas put as much resources into customer support as they place in selling up Frequent Flyer points.

The issue, I suspect, is that customer support is seen as a cost centre, whereas the frequent flyer program is seen as a profit centre. So resources put into upselling QFF are considered an investment, whereas resources put into customer support are "just" an expense.

Someone needs to be able to demonstrate a direct causal relationship between declining ciustomer service standards and lower revenues (or, better, lower profit) for the situation to be improved. Problem is that this relationship is difficult to prove definitively, ie without resorting to anecdote.

On the other hand, it's easier to show how successful (or not) an upselling campaign is, so the investment is easier to justify.

 

[kgreenuq]

I'm on the phone to Qantas now. This my second call on the Platinum number -- they hung up on me after 35 minutes on my first call. The expected wait time is 1-2 hours -- let's hope they don't hang up on me a second time.

 

[dajop]

I called the Singapore number last night, as a Gold member, I was on hold for 2hrs + 2 mins before they picked up. (It might have been quicker, I don't know maybe they picked up earlier and put me back on hold, as I was away from the phone for about 40 mins whilst I went down to do some laps in my condo pool).

As an aside, it was answered in South Africa, I had two bookings to deal with, one SIN-MEL, the other MEL-SIN (cancellations), they coped with the SIN one better than the MEL one, for the latter she had to put me on hold whilst she spoke to someone else, and commented to that effect (i.e. "Oh this is an Australian booking, I'll have to put you on hold to process this one"). Odd.

 

[Zulu0929]

Without having read the many comments above, I have just completed a QF survey with a focus on changing the names of Classic Rewards and Points + Pay tickets. Regardless of your status level, waiting on the phone for hours is completely unacceptable for everyone and rather than spend company money wisely, QF are focussed on changing names of something so simple. I am over it and will be flying with Virgin next week.

 

[Seat0B]

Just saw this pop up in my YouTube feed. Not sure if it was fake or real, whatever, it got me thinking of Qantas. Maybe there’s a business opportunity for people to pay for someone to sit on hold with Qantas for them.

you could probably get someone on Airtasker to do this for you!

 

[kiwitripper64]

Thursday 31 Mrs K spent 65 min on hold before hangng up. Fri I spent 50 min on hold before needing to hang up
Tried again this morning at 7.30 NZT. Waited 40 min but got through to a wonderfully professional human. Our issue almost sorted, but the wait is not acceptable

 

[craven morehead]

Well, I'm giving the old ([email protected]) email a crack. Let's see how long this takes to resolve because with my job I can't really have the phone on hold for hours! After last weeks 1 hour 53 minute experience I actually thought we had sorted the issues I had to address.
Now a week after booking flights with the Agent (Voucher was unable to be redeemed online) who was really good to be honest except he coughed up one of my flights and trip has yet to be ticketed on the flip side a Classic Award (BNE-MEL return in J) I tried to book on website and which went through to payment and seat selection hadn't ticketed after 3 days. So the agent said he had fixed it for me. Eventually ticketed another 3 days later $85 co-payment had charged to my Amex but the 55200 QFF points didn't leave my account I would so love to have a small win out of all this!

 

[themaiz]

The one on the back of the Platinum member's card, right at the top left. In tiny font....

Holy steaming bazookas! A card designer taking make-it-obvious direction straight from the Hitchhiker's Guide: "It was on display in the bottom of a locked filing cabinet, stuck in a disused lavatory with a sign on the door saying "Beware of the Leopard""