How long are you waiting for a response from Qantas Customer Care?

[Mattg]

There has been plenty of discussion on AFF about the Qantas call centre wait times, and the lack of responses to messages sent to Qantas on social media.

I've also heard that many Qantas customers who send feedback or complaints to Qantas Customer Care are waiting ages for a reply or not hearing back at all.

If you've recently contacted Qantas Customer Care, I thought I'd start this thread to document whether you received a response, and how long it took. If you have status with QFF, it might also be helpful to mention this. This should give others an idea of what to expect, and also helps to keep Qantas accountable for its (lack of) customer service.

 

[pauly7]

Do you mean via email Matt?

If you do, I waited 1.5 days last week in response to an email regarding allocating seating / infant query etc on a flight as a datapoint, for an upcoming flight in August.

 

[Mattg]

Do you mean via email Matt?

If you do, I waited 1.5 days last week in response to an email regarding allocating seating / infant query etc on a flight as a datapoint, for an upcoming flight in August.

What I had in mind was people who fill out the Customer Care form on the Qantas website:

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

But these kinds of data points are also useful.

 

[JackMiles]

Hi Matt
I submitted a complaint via the Customer Care form on the Qantas website on the 20th of March; no response as yet. So that's two weeks today, and counting...

 

[jakeseven7]

3 days for a request to link bookings via the Customer care form on the website

 

[Guvner]

7 days and 4 calls (total wait time ~ 11 hours) to get an e-ticket issued. Complaint/Feedback form completed. Still not issued.

 

[kookaburra75]

I submitted a complaint on 19 March, and haven't heard anything yet. I was asking for a refund of the difference in points for booking a Bus rewards seat, and due to a cancellation of the flight and being moved, was put in an economy seat - although MrsK got a bus class seat as originally booked.

 

[pauly7]

What I had in mind was people who fill out the Customer Care form on the Qantas website:

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

But these kinds of data points are also useful.

Yes - mine was via the Customer Care webform. It might be helpful to collect status of member because I suspect that helps.

 

[Mattg]

Yes - mine was via the Customer Care webform. It might be helpful to collect status of member because I suspect that helps.

Sure thing - if replying here, please also mention your QF status

 

[dylarr]

My queries sent 7/2/22, 9/3/22 and 28/3/22 are unanswered despite requesting a response. Platinum status.

 

[DC3]

My queries sent 7/2/22, 9/3/22 and 28/3/22 are unanswered despite requesting a response. Platinum status.

Manila may be working on it.

 

[Scr77]

My emails to frequent_flyer on 14 & 24 January never got a response.

 

[ayebee]

I used the "contact us" email link in QFF re having 2 separate booking references in my profile for the same flight.
Personally I don't really care if their system are stuffed, as long as I get on the flight, but I was trying to "do the right thing" to clarify.
So the response to my specific question about the apparent double reference was ...

"
Should you need to, you can make many changes online via Manage Your Booking at qantas.com. Through your online account, you can change your flight, check in, add special requests, update your contact details, request a Frequent Flyer upgrade and more.
In the meantime if you require assistance, Qantas Contact Centre can be contacted on 13 13 13 or via our Feedback form on qantas.com. If you're calling from overseas our global contact numbers can be found at here.

Kind regards,
Christine Marie Corazon
Qantas Frequent Flyer Team
"

so what is the point of having a "contact via email" link ??
what a waste of space.

 

[wandering_fred]

How does one calculate "response time" if your email to frequent_flyer..... gets a reply that says call 13 13 13?
To me that sounds like excess wandering
Fred

 

[encryptededdy]

Emailed [email protected] to check what address a kit was being sent to, since I had changed it recently. Got a reply with my answer in 6 hours (emailed 3pm AEDT, reply 9pm AEDT same day). QFF Silver.

 

[Mattg]

Emailed [email protected] to check what address a kit was being sent to, since I had changed it recently. Got a reply with my answer in 6 hours (emailed 3pm AEDT, reply 9pm AEDT same day). QFF Silver.

That's pretty good. The current issues don't seem to be affected the Frequent Flyer Service Centre so much. It's really reservations and Customer Care that seem to be having issues.

 

[Kiwi_Flyer]

P1. Emailed vip on 24 March. No reply.

 

[Daver6]

When you say response, do you mean a copy and paste job that fobs off your concern and generally doesn't actually address your issue? Or do you mean a meaningful response that directly acknowledges the specific concern raised and provides a decent resolution?

If you're asking about the latter, then I would say the answer is never. I've been waiting years for that to happen. Canned responses with blaming someone else then usually within a few months (after following up).

 

[Paul Mc]

In Jan 2022 I submitted a request / issue and it took about 4 weeks from submitting it on the website form to getting a response / resolution.

 

[pn1]

Staff are trained to speak and write in "standard" (i.e. cut and paste) sentences. Something to do with possible litigation?