Is there still a Premium Desk or has it been "enhanced" ?

[Lone Wolf]

Quickly becoming the best perk of being WP.

... together with F-lounge access. Somewhat a reflection of the recent "enhancements" to WP.

The feedback from folks here sums up QF - consistently inconsistent. in saying that, when the Platinum line has picked up for me, they've been very accommodating.

 

[medhead]

You need to give them the code QFFU

Apologies if I misunderstand. but that sounds like it might be rude, if that really is the case I'm not going to use that code when qantas have given me $10,000 of free flights.
Will be happy if it is a genuine code. I

 

[yohy?!]

had my call answered 2 weeks ago from someone identifying themselves as Premium - the way it was handled was anything but though, seems like the desk is going and calls are just routed into the general team who answer them based on your account

(they tried to tell my my flex ticket could only be change twice online which was by design and that any more changes would attract the call centre service fee - took 40mins of standoff to get them to back down)

 

[UP4014]

You need to give them the code QFFU

Not sure re the code, but a class act.

 

[samiam]

I had a 'situation' with my booking ex-MEL last week (18/3 @ 10.30am).
Service desk 6 deep.
Rang the QF number from a hyperlink on my phone = 1 hour wait. Rang the premium number = answered within 1 minute.
Left the problem with QF who called back in 30 minutes with a resolution.

That hardly creates a mean score, but it is 1/1 in the past week for me.

 

[docjames]

Does the premium desk just divert to the front of the normal queue if the premium lines are busy?

 

[Princess Fiona]

Does the premium desk just divert to the front of the normal queue if the premium lines are busy?

Yes but my suspicion is that this is becoming more the norm rather than the exception.

 

[ausfox]

A little over a week ago my call was answered promptly by an operator at "Premium" who was able to correct missed status points due to cancellation of QF12 ex LAX.
She did it as a gracious act with what might be called a professional reluctance. However the results were prompt and effective so no complaints on this occasion from this member.

 

[Stevo.1702]

Yes but my suspicion is that this is becoming more the norm rather than the exception.

I'd imagine that Qantas would prefer a lesser number of WPs rather than increase the support on the other end of the phone.

 

[Princess Fiona]

I had my welcome phone call from the P1 team today who pointed out that all reservations and booking changes should still go through the Premium reservations team. I was sorely tempted to ask how that's possible given my last few calls have ended up with agents that were definitely not premium. Decided it can wait for another day

 

[GoldCanyon340]

Mrs 340, who will reach WP next week, called QF this evening and it was answered as Premium. 15 minute wait.

 

[ComeFlyWithMe]

I called today at around 5pm about the DIBP strikes and got a premium consultant in under 15 seconds.

 

[opusman]

I had my welcome phone call from the P1 team today

Is there something you need to tell us?

 

[Princess Fiona]

Is there something you need to tell us?

I posted it on TTOTT :mrgreen:

 

[marki]

Platinum isn't "special" any more, get used to it

It's the new gold and soon to be fazed out!!

 

[marki]

I had my welcome phone call from the P1 team today who pointed out that all reservations and booking changes should still go through the Premium reservations team. I was sorely tempted to ask how that's possible given my last few calls have ended up with agents that were definitely not premium. Decided it can wait for another day

Definitively a P1 to 2 hiccup you will find moments when it's great and moments © when it's not so great those in the latter category being in the majority ( ex P1 ) experience speaking ( sorry to burst your bubble)

 

[Princess Fiona]

Definitively a P1 to 2 hiccup you will find moments when it's great and moments © when it's not so great those in the latter category being in the majority ( ex P1 ) experience speaking ( sorry to burst your bubble)

Ha!! My bubble was never blown up to start with

 

[MrJetset]

I've had calls answered as "Qantas Premium" on weekends. I think they have trained agents to say it when answering WP or higher.

The last few months I have received woeful service. Not a single international award has ticketed correctly because of human error.

I support your hypothesis that the real Premium Desk is no more and there is just one main call centre. I would welcome being corrected by RR.

 

[Lone Wolf]

Yes but my suspicion is that this is becoming more the norm rather than the exception.

Could be increased WP call volumes, a reduction in premium staff .... or both.

 

[dairyfloss]

I've had a Premium consultant answer my calls on all the most recent occasions I can recall. In fact, I think after I enter my QFF number on the IVR, the pre-recorded voice even says 'Your call will be answered by a Qantas Premium consultant, shortly'... or something like that, suggesting it was placed in a specific queue. Calls have all been answered within 30 seconds, though I generally call at odd and out-of-hours times of the day!

Cheers,
Matt.