Article: Spare a Thought for the Poor Qantas Contact Centre Staff

[AIRwin]

I haven't received the email - better call QF and ask...

 

[Franky]

That's nice. You'll be able to read it another 47 times next time you're on hold!

Regards,

BD

My wife (the WP in the family), said something similar when she received her email this morning...

 

[NM]

I haven't received the email - better call QF and ask...

Your email is in the queue and will be serviced by the next available agent ....

 

[RichardMEL]

47 times? try 4,447 ....

 

[Anna]

There is. For example, the Australian Services Union has publicly said that the staff are “exhausted and working beyond breaking point”.

https://www.news.com.au/travel/travel-advice/flights/qantas-faces-another-blow-to-call-centre-controversy-as-union-weighs-in/news-story/1fb3bdc74b884aa2c01d4bf874c3046e

I can't read it because it's behind a pay wall.

As a nitpicker and pedant from way back though I'm not sure that 'exhausted and working beyond breaking point' is the same thing as customers 'taking out their anger' on staff, but as I can't read the article I will shut up now. /climbs back into box and closes lid

 

[Greg555]

Any frustrations are best directed at Stephanie Tully, or via the AFF threads.

And how does one contact Tully?
The email complaint form system at Qantas is simply ignored by them.....
I've tried writing a letter - zero resonse. (The same goes for the Jetstar CEO in this regard.)
I've begged the Q Frequent Flyer centre to give me a direct email to refunds or bookings to chase my numerous missing $$ etc - no they said, call them!!!

And why shouldn't I get frustrated when I've spent hours on hold, had an agent verify my refund claim, promise a refund and it never arrives..... some 9 mths overdue.
Or promise to call me back and NEVER do.
Or hang up on me cos the issue is to hard.
Or give me plain rude service.
No less than 15 times this has happened in last 6 mths.

I am sick of Joyce, sick of Tully, sick of Qantas.

I WILL vent my frustration!!!!!!!!!!!

 

[Greg555]

Is there any evidence that people are 'taking out their anger' on the call centre staff? There isn't in the article, but thought I'd ask.

When my call eventually got answered after 4+ hours of trying at different times, my response was to nearly cry with relief and the first thing I said was "it's so lovely to hear your voice!" Which made the CSA laugh.

No evidence.

 

[Greg555]

The modern business and customer service model is for long waiting times. Why can't Australians in general and frequent flyers accept and understand that? Australians have been deemed incompetent at customer service; hence the move to overseas-based call centre operators who are trained to speak in standard sentences rather than conversational English.

You're a Qantas bot yeh?

Post automatically merged: Apr 11, 2022

But it's not just the call centers, it's also the airline. I had the misfortune to fly Qantas in January when Virgin canceled my flight and they were the only viable alternative. The lounge service was surly and we were made to feel an imposition. Onboard there was no welcome, no glass of sustenance, and no service at all until the crew had stopped chatting amongst themselves; and that took a long while. In extremes there is a position for Qantas, but passengers actively booking with them amaze me.

This is the norm, not the exception.

 

[Mattg]

And how does one contact Tully?
The email complaint form system at Qantas is simply ignored by them.....
I've tried writing a letter - zero resonse. (The same goes for the Jetstar CEO in this regard.)
I've begged the Q Frequent Flyer centre to give me a direct email to refunds or bookings to chase my numerous missing $$ etc - no they said, call them!!!

And why shouldn't I get frustrated when I've spent hours on hold, had an agent verify my refund claim, promise a refund and it never arrives..... some 9 mths overdue.
Or promise to call me back and NEVER do.
Or hang up on me cos the issue is to hard.
Or give me plain rude service.
No less than 15 times this has happened in last 6 mths.

I am sick of Joyce, sick of Tully, sick of Qantas.

I WILL vent my frustration!!!!!!!!!!!

Another AFF member has a suggestion here:

Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks. I will attempt to publish the currently active number(s) in this post: 1300 304 318 1300 659 161 1300 025 396 1300 659 116 1300 024...

www.australianfrequentflyer.com.au

 

[Mattg]

In case there was any doubt about how bad things are for the staff right now

'Abusive call after abusive call': Qantas insider reveals call centre crisis

Every day, the phone calls hit like a tsunami, angry Qantas passenger after angry Qantas passenger.

www.9news.com.au

 

[AIRwin]

Around 200 corporate head office managers are providing additional support in baggage areas and check in at SYD and MEL airports over Easter - next stop contact centre?

 

[Mattg]

Around 200 corporate head office managers are providing additional support in baggage areas and check in at SYD and MEL airports over Easter - next stop contact centre?

I think it would be hugely beneficial for some of the people at head office to work at the call centre for a bit, so they could experience what their own staff and customers are having to go through on a daily basis. (Because of this, I'm almost certain they won't do it.)

 

[Must...Fly!]

Around 200 corporate head office managers are providing additional support in baggage areas and check in at SYD and MEL airports over Easter - next stop contact centre?

Helping to process the backlog in baggage services I guess. Swissport will enjoy the courier bill I'm sure.

 

[Mr H]

When I have got through to Hobart or Auckland, the conversations have gone well. Yes I have been irritated by the wait time but my goal has been to work with the agent to resolve the issue so I don't have to call back. The agents have been knowledgeable and helpful and we have reached great outcomes with no pain. When I have landed up with overseas agents, it does not go well because they don't know what they are doing and seem to be looking for a pretext to end the call prematurely. Invariably multiple calls and multiple waits are required. I can understand that these agents might sometimes pick up a vibe that customers are unhappy.

In terms of how to express frustration to uncontactable executives - the answer seems to be through adverse media coverage.

 

[NM]

I think it would be hugely beneficial for some of the people at head office to work at the call centre for a bit, so they could experience what their own staff and customers are having to go through on a daily basis. (Because of this, I'm almost certain they won't do it.)

Some years ago, all our technical (both hands-on and management positions) staff were required to work regularly on the "service desk". I think it was something like one day a month (it was a while ago). It was certainly eye-opening and in my opinion was a good part of staff skilling. This might be a good example for QF to follow.

 

[Captain Halliday]

If you throw a tantrum on a plane and abuse cabin crew, you get banned by the airline, no?

If you do the same to call centre staff, shouldn’t the same penalty apply?

And if the calls are recorded as they claim, surely this would be easier to “prove” than the on-board meltdown.

 

[Mr H]

If you throw a tantrum on a plane and abuse cabin crew, you get banned by the airline, no?

If you do the same to call centre staff, shouldn’t the same penalty apply?

I am sure the logic would be that getting fighty on a plane is endangering the plane, passengers and crew - whereas the call centre tantrum is easily terminated and, while not a particularly classy way to behave, was probably the result of provocation.

 

[BD1959]

I think we need to all settle and understand that this is the current norm ... I refuse to say "new norm" ...

On hold this morning with AMEX travel for about 1hr 25mins waiting to reschedule a trip funded by a Travel Voucher that QF had managed to screw-up by rescheduling a replacement return sector to a day/time before I'd completed the outbound. Of course I didn't abuse the very efficient PH-based (by the accent) CSE, even ensuring that the sector booked into an upgrade-able fare class as I'd have to claim refund on the upgraded cancelled sector.

At least the hold message gave a fairly accurate estimate of when the call would be answered which helped on the stress levels at this end of the line.

Regards,

BD

 

[mrsterryn]

Considering how many people are venting in the various threads about poor service , I believe that some of them would direct that displeasure at the person answering the call.
As a person whose staff were on a call centre rotation system , the moment you gave a response they didn't want to hear ....all bets were off....not able to assist at that particular moment...abuse came flying. As the supervisor of this team I would get some very nasty angry people and often , due to legislation, there was absolutely nothing I could do.
Perhaps these people believe if enough call centre staff complain about the calls more staff will be put on. Only...those new staff then have to learn...and so it continues

 

[BD1959]

Had submitted a claim for points for a successful upgrade on a sector which had been cancelled (yes, same AMEX booking as above).

Received an email yesterday advising me to call - which given the stories on queues I was loathed to do. Waited until later this evening and instead of the generic 131313 I was advised I dialled the Plat number (not sure it made much difference). Various instructions on what to do about missing luggage, calling about a travel credit etc etc before I was offered the various options. Amazed that my call was answered immediately by a NZ-speaking CSR at this late an hour (AKL). He immediately saw what had happened and straight-away committed to effect the refund. While he was tapping away I explained that I'd deliberately avoided calling in the first place given the workload these guys are under but he insisted that calling them was the only way to get things like this resolved.

Call was completed in 9 mins and - now 17mins after the start of the call - I can see the points back in my account.

Good professional banter throughout and a very satisfied Qantas customer here!

Regards,

BD