Hobart to upgrade booking systems and recruit more staff

[Nitro6333]

I had a decent chat to T in Hobart this morning and he told me the Hobart call centre was soon to "upgrade its booking software" to the same system that o/c centres are currently using. T said the system was a windows based system as opposed to the "split screen keyboard operated" system they are currently using. He also said the new system "has its limitations and they were still working through the issues". I asked him if the new system was being implemented so they could accommodate Oneworld alliance wide upgrades but he advised it was just a system upgrade.

On a brighter note T also advised Hobart had recently recruited 10 new staff and still looking to fill 10 or so more positions. this sounds like a real positive for the Hobart centre as these new members will be trained properly and Qantas is still investing in Aus based staff which is a plus for all.

 

[TheInsider]

Yeah, they are just going from their antiquated system AQIRE to Amadeus ARD.
AQIRE is good for a lot of things but being an in-house system that was developed also had its limitations.

 

[exceladdict]

Hopefully the Hobart staff will be quick to identify any issues with the system, get them fixed, and so in a weird way end up empowering the o/s centres to do more.

 

[levelnine]

Yeah, they are just going from their antiquated system AQIRE to Amadeus ARD.
AQIRE is good for a lot of things but being an in-house system that was developed also had its limitations.

Is the new system going to mean that HBA agents are going to encounter the same raft of problems that overseas agents currently encounter? Eg inability to book domestic JAL reward seats, difficulties adding domestic legs onto international reward tickets, difficulties releasing revenue seats for reward seats that experience IRROPs, etc etc

 

[exceladdict]

Is the new system going to mean that HBA agents are going to encounter the same raft of problems that overseas agents currently encounter? Eg inability to book domestic JAL reward seats, difficulties adding domestic legs onto international reward tickets, difficulties releasing revenue seats for reward seats that experience IRROPs, etc etc

My hope is that the HBA team have a different approach. If your training is in customer service, a customer-focused mindset, and knowing fare rules backwards (especially if your entire remit is to serve VIP customers) then you'll push for a good outcome.

On the contrary, if your entire training is based on following the computer and the computer says no, and the manual doesn't cover it, there's not much you can do.

Edit: well, there's lots you can do, but perhaps not much you're empowered to do.

 

[SeatBackForward]

It's good to know they're recruiting more people, so that in ten years time they'll have about the same experience that has been lost.

 

[RooFlyer]

Yeah, they are just going from their antiquated system AQIRE to Amadeus ARD.
AQIRE is good for a lot of things but being an in-house system that was developed also had its limitations.

And yet Hobart can nearly always solve customer's problems and "get things done", whereas the O/S call centres are beset with things that they just can't seem to do. I see @levelnine 's post - good questions. Is Hobart call centre going to be 'enhanced' or will there be an improvement?

 

[Cognac]

T said the system was a windows based system as opposed to the "split screen keyboard operated" system they are currently using.

This boggles my mind.

 

[ozboy01]

My basic (somewhat tongue in cheek) reply is how the heck does one get through to Hobart in the first instance these days???

Are their current staff numbers such that only CL and P1 are put through?

I am WP and my last 4-6 calls have gone straight through to South Africa. That being said I have been able to achieve all I have wanted with each call.

 

[Rangalad]

My hope is that the HBA team have a different approach. If your training is in customer service, a customer-focused mindset, and knowing fare rules backwards (especially if your entire remit is to serve VIP customers) then you'll push for a good outcome.

On the contrary, if your entire training is based on following the computer and the computer says no, and the manual doesn't cover it, there's not much you can do.

Edit: well, there's lots you can do, but perhaps not much you're empowered to do.

Post automatically merged: Oct 21, 2022

My basic (somewhat tongue in cheek) reply is how the heck does one get through to Hobart in the first instance these days???

Are their current staff numbers such that only CL and P1 are put through?

I am WP and my last 4-6 calls have gone straight through to South Africa. That being said I have been able to achieve all I have wanted with each call.

Same. Keep getting Capetown. I would rather wait longer and get HBA.

 

[Virgin Bart]

I really hope Hobart perform as well as they do after the upgrades.

Hobart are currently the only call centre that perform acceptably in my opinion - and they also exceed that measure.

 

[AustraliaPoochie]

Expand staffing, but only for "upper tiers"?

 

[Nitro6333]

Expand staffing, but only for "upper tiers"?

Email the executive team and ask for a call from Hobart. I have made contact twice after sending emails. On the second occasion he didn’t know my status as he asked so they don’t just deal with the WPs and WP1s