Contact Centre Madness = Unnacceptable

[RedSMS]

Getting close to the 3 hour mark waiting for someone to pick up.

And did you end up getting through or are you still waiting?

 

[mviy]

I got through a little after the 3 hour mark.

 

[featheast]

Everyone here is either a WP or SG, so for non-status passengers who'd love to get some help from Qantas from the call centre, the wait would be 24 hours minimum, I guess......
It's just simply ridiculous for an airline to provider service in such a terrible manner. Plus you know what, some ranking saying Qantas is actually one of the top 10 airlines in the world. lol.

 

[Dr Ralph]

Everyone here is either a WP or SG

Incorrect. I'm bronze.

 

[TheInsider]

Coincidentally JQ is under going a system upgrade for the last few hours and lasting a few more today.

 

[p--and--t]

Everyone here is either a WP or SG, so for non-status passengers who'd love to get some help from Qantas from the call centre, the wait would be 24 hours minimum, I guess......
It's just simply ridiculous for an airline to provider service in such a terrible manner. Plus you know what, some ranking saying Qantas is actually one of the top 10 airlines in the world. lol.

Incorrect. I'm Bronze.

 

[mviy]

The vast majority of time I’ve been a QFF member has been as Bronze. It’s only in recent years that I achieved higher status.

The wait times were already unacceptable before adding in the effects of any unexpected issues.

 

[RedSMS]

It's the latter, sadly.

Qantas has been telling people when they call up that they're experiencing "unusually high call volumes" since 2016. I understand that they're probably getting hammered at the moment with the coronavirus issues and DSCs on, but seriously, the problem has been around for years - ever since QF drastically cut its call centre staff.

The terrible service from the Qantas call centre is a major reason I'm not renewing my status with them next year. I didn't even book a single flight under DSCs. I'd rather give my business to other airlines instead.

I too had absolutely no interest in the DSC promo either, primarily because of the many aspects of QFs deterioration in all areas of operation over the past 5-6 years and am already on track to retain Gold anyway. Furthermore, with no FIRM O/S travel plans past my anniversary month, I would have spent between $1300-$2500 + positioning costs while still being Gold. There is little point in spending money on status runs to achieve the next tier level if you aren't going to use it!

 

[davidj]

I would guess just about anybody who has called over the past few days...

How about last few years?

 

[NoGodsOneQueen]

The vast majority of time I’ve been a QFF member has been as Bronze. It’s only in recent years that I achieved higher status.

The wait times were already unacceptable before adding in the effects of any unexpected issues.

Yep the general level of wait time is pretty horrendous even without the additional loading of Coronavirus issues and the Status Credits buying rush.

 

[Madison177204]

Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?

Had the same problem about a month ago. Seriously sucks. If they can't cope then they need to train and put on more staff The cranky lot had cancelled call-backs and "chat" back in January. I'm seriously "over" Qantas and their arrogance.

 

[egeaher]

Ever sense Qantas started outsourcing their call centre overseas, the waiting time has increased and significantly. I have noticed that during working hours, I most of the time get connected Australian call centre and their staff is pretty knowledgeable. But after hours, it's a luck of the draw. New Zealand quite often. But after hours stuff is nowhere near as knowledgeable.

 

[farmboy]

I would guess just about anybody who has called over the past few days...

You're lucky. I called recently to simply request a refund on a flight cancelled by Qantas. The recording told me the wait would be two hours. I eventually had an online chat with a robot, but six weeks on I'm still waiting for my refund for a flight that Qantas cancelled at the last minute. I did not travel so its rude in the extreme for Qantas to retain my money for that long.

 

[foggy]

You're lucky. I called recently to simply request a refund on a flight cancelled by Qantas. The recording told me the wait would be two hours. I eventually had an online chat with a robot, but six weeks on I'm still waiting for my refund for a flight that Qantas cancelled at the last minute. I did not travel so its rude in the extreme for Qantas to retain my money for that long.

Same! I had a redemption ticket that was cancelled due to the flight being cancelled which was on 7th of february. Called and they said it would be rescheduled, then called again and the booking never existed. They still have my points and taxes.

Now I have a reference number where someone is suppose to call me or email me since 19th of Feb.
Another reason to never fly qantas..

 

[GeorgeX45]

Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?

Last week I tried the Qantas reservations call centre twice, the first time the waiting period was over an hour with no offer of a callback. The second time the waiting period was in excess of two hours but the callback was offered and accepted. Based on past experience I didn't expect a call but it did come through after 2 and a half hours. This was after logging a number of complaints about the issue via the Qantas FF web site which were NEVER responded to. Qantas does / some Qantas staff do unfortunately treat passenegers with what at times borders on contempt (I have called out Q staff on a couple of occasions for blatantly lying or not knowing policy) but on the other hand some staff go out of their way to help.
Within the bounds of the Qantas system there are some helpful staff and one has to keep an open mind in dealing with Qantas, the domestic options, especially Jetstar, most times don't bear thinking about.

 

[fionoula]

Hope you are all having a great day!

I have just contacted the QF call centre, (Called the number on the back of my QF Gold Card) regarding international travel on Thursday and have just been advised of a 42 mins - 1H 5 mins wait time. This normally sucks but you can request a callback. There is NO option for a callback from Qantas for some reason. I need to link bookings and specify allergies. I have tried over the last few days and there hasn't been a callback option. This means I have to wait for goodness knows how long!!! I know there are huge issues because of the Coronavirus but this is unacceptable.

Has anybody else experienced this lately?

I have never had such a short wait time / it has normally been between 4 and 7 hours. I always do other stuff while waiting

 

[justinbrett]

As much as I hate the call centre wait times and inept web chat agents, that is not a factor for me when I select an airline. 95% of the time I don’t need to use these services. It hasn’t always been this way.

 

[bsb]

Nope.

It's regularly this bad. Qantas just don't care.

Enjoy Virgin

 

[Dee#]

Just curious, why do you need to specify allergies?

Some food allergies u Just can't get special meals for. I can't eat tomatoes and any of the nightshade family. Try getting airline vego or pasta not covered in tomato sauce.

 

[davistev]

Took a page from Centrelink

Actually, I saw a guy on the Qantas SYD-SIN flight the other wearing the t-shirt "Centrelink - Living the Dream". I guess Qantas and Centrelink have some sort of symbiotic relationship with their call centres