Does Qantas still provide customer service via social media?

[serfty]

Would love to know what you mean by that

It is very strait forward.

Anecdotally, the team from Auckland are far more competent/capable than several other Qantas contact centers, the outlier being Hobart (which may be more capable).

 

[MELso]

Messenger was fairly efficient, unlike the phone. I suspect delays may have been due to Cyclone Alfred.

I sent a message on Saturday lunchtime after ~20 minutes on hold on Saturday. This was after I realised my dad and his partner's seat selections next to mine had dropped off and (because it was an AY ticket) they were stuck in limbo. Message was responded to the message late on the Saturday, I responded late on Sunday, the seats were sorted by Monday lunchtime and they even offered to process a refund on the fees once their booking was linked to mine. So all up, pretty happy...

 

[adenda]

Would love to know what you mean by that

It explains why I've always received an excellent level of service (if a bit slow) via social media channels