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

[JohnK]

I suppose the question is, would we prefer to be answered by the first available operator anywhere (ahead of other calls), or be put on hold for a period of time, however long it might be just to reach a dedicated premium desk?

I would rather my call answered ASAP as most times any consultant will be able to assist. If something complex is required call back and try again or get supervisor involved.

 

[MrJetset]

IMHO Premium agent > Standard supervisor > Standard agent.

When it happens to you and you can see the substandard service level, you'll understand.

 

[Princess Fiona]

IMHO Premium agent > Standard supervisor > Standard agent.

When it happens to you and you can see the substandard service level, you'll understand.

This .............

 

[Plutonus]

As NB I've had my recent calls answered with 'Qantas Premium' (after waiting on hold for the obligatory 1hour+), so maybe it just goes to first available now rather than any meaningful routing.

 

[PaulST]

As NB I've had my recent calls answered with 'Qantas Premium' (after waiting on hold for the obligatory 1hour+), so maybe it just goes to first available now rather than any meaningful routing.

Maybe QF's egalitarian attitude of priority boarding has spread to the call centre?

 

[turtlemichael]

Maybe QF's egalitarian attitude of priority boarding has spread to the call centre?

Or maybe Qantas's agents occasionally forget who they are meant to be.