Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26] was 10Apri
I recently booked an mASA to Singapore. 60k points + $430 in business one-way. The agent I booked through straight away knew what I was after and was quickly able to help.
The problem came 2 days later when I noticed I got charged the $60 booking fee. So I called up to get the refund and this time I got an operator who had no clue with regards to the mASA I booked. At first she flat out told me nothing was removed from the website when it was upgraded at the end of June and I was wrong, the ASA was still available online. I tried explaining to her the changes for 5 minutes but she still didn't get it or believe me insisting she had "Been trained in the matter". I would normally hang up and spin the operator dice again at this point, but I was frustrated that she was saying I was wrong and if I hung up she would carry on being oblivious to the next poor customer like me.
It took 25mins of being on hold whilst she consulted some other department before she finally came back and had to eat some humble pie. She still didn't obviously get it though because she was saying how I'm better off booking a Classic fare because they're better value
I miss the days I could book it online...
you don't have your status listed but I'd be interested to know I'd this was via the platinum or regular line?
red roo... the phone agent attitude outlined above is not exclusive to the booking of mASAs.
as a former platinum I found reservations staff extremely helpful and knowledgeable. they worked with you to achieve outcomes.
as I dropped down the status ladder and became exposed to the general call centre, the knowledge and assumptions by some phone agents have changed accordingly.
gone, in many cases, is the predisposition to work with you. gone, in many cases, is the predisposition that I, the passenger, might actually know what I'm talking about.
it's not uncommon now to get a response 'you can't do that', or 'you have never been able to do that'. when clearly we can/could. even a request by the passenger to 'please try' can be met with an indignant 'I've already told you that it's not possible [and I am the expert working for qantas so I should know]'.
I think it was a former Lufthansa CEO who went on the record as saying that his airline recognises even their top premium passengers will sometimes fly economy. and so the economy experience still has to be as respectful and pleasant as possible.
it might be a good idea for this mantra to be shared by supervisors at call centre team meetings. this might include some sort of recognition that contact with the call centre is part of the overall experience with qantas. that a 'we know better' attitude by call staff may not cancel the immediate sale, but it might detract the passenger from further bookings with qantas. that sometimes a passenger might actually have a valid point which should be explored rather than dismissed out-of-hand.
on landing, several American airlines include a line stating 'we know you have a choice of carriers and appreciate you choosing to fly with us today'. it would be mighty nice if those not pulling their weight in the qantas call centre believed that as well.
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