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

 

[Beano]

I would think that AFF website is just as good as any of the other social media websites. I would doubt that even Qantas would respond (hopefully) to specific individual issues on a social media website.

 

[Sale]

I messaged (through Messenger) this morning asking for a refund on purchased upgraded seats for two bookings that I had cancelled. They replied within an hour, asked if it was the same form of payment (which it was) and confirmed the refund all within another 15 minutes! Total time 09:16 - 10:30 and it was sorted.

Gave the booking references, passengers names and flight details.

Brilliant, wonderful, thanks so much CS Qantas!