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

[Princess Fiona]

I've noticed quite a marked difference on the way that calls are handled when calling QF as a WP.

Previously calling during office type hours my call would be answered quickly and almost always by an agent identifying themselves as "Qantas Premium"

After hours the call would be answered quickly but not identified as Premium.

Over the past few weeks all calls either before or after office hours seem to be diverted to the first available agent , premium or otherwise. I have spoken with a few others who have had the same recent experiences as me.

I think that at present QF Premium doesn't really exist as it used to. I would interested to hear of the collective experience of others. The Premium desk was one of the brilliant things about WP and will be a huge loss if it goes.

 

[TonyHancock]

I've noticed quite a marked difference on the way that calls are handled when calling QF as a WP.

Previously calling during office type hours my call would be answered quickly and almost always by an agent identifying themselves as "Qantas Premium"

After hours the call would be answered quickly but not identified as Premium.

Over the past few weeks all calls either before or after office hours seem to be diverted to the first available agent , premium or otherwise. I have spoken with a few others who have had the same recent experiences as me.

I think that at present QF Premium doesn't really exist as it used to. I would interested to hear of the collective experience of others. The Premium desk was one of the brilliant things about WP and will be a huge loss if it goes.

That mirrors my experience exactly.

 

[Princess Fiona]

That mirrors my experience exactly.

Thanks TonyHancock. Hopefully it's just a passing glitch but I have a sinking feeling that the re-structure of the call centres to HBA is also involving a re-structure of the telephone service to WP.

 

[TonyHancock]

Thanks TonyHancock. Hopefully it's just a passing glitch but I have a sinking feeling that the re-structure of the call centres to HBA is also involving a re-structure of the telephone service to WP.

I have also been spoilt rotten by having the GGL line with BA to deal with. The team there is nothing short of brilliant. (Even that is perhaps an understatement.) I would hope that QF might take notice and have a look at how the P1 team is empowered to operate. At the moment it is chalk and cheese......and that is not a criticism of the P1 team, it is a criticism of QF's structure and empowerment.

 

[Lone Wolf]

Ditto here.

Glad to hear I'm not alone. I posted exactly this in another thread last month, but as other members still reported going to the premium line I was resigned to being an unloved WP.

On a related note, has anybody noticed agents have stopped asking for a PIN as ID on calls? I seem to recall this being standard practice not so long ago but haven't been asked recently.

And yes, I have been guilty of DYKWIA requesting for a premium agent when the chat wasn't going my way...

 

[opusman]

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

 

[esseeeayeenn]

Well this would be a breach of the programme terms and conditions, so I hope it isn't an ongoing thing.

 

[Happy Trails]

Well this would be a breach of the programme terms and conditions, so I hope it isn't an ongoing thing.

Was it ever a listed platinum benefit? I can't find any mention of it.
Maybe they've quietly disappeared it.

 

[esseeeayeenn]

Certainly was. I'll look next time I'm using a computer.

 

[NZ_Flyer]

Hmmmm. I made 3 calls to QF this month to book and change complex reservations (twice during normal business hours and once on a Saturday) and all of them were answered very quickly by agents identifying themselves as "Qantas Premium". However, I've also called during normal business hours in late 2015 and quite a few times was just placed in the standard queue with a 30+min wait. So who knows what is going on!

I know at NZ if the wait for the Premium team is longer than 2min the call is automatically routed to the standard call centre if the wait time will be shorter. Maybe the same has been happening at QF?

 

[JohnK]

I called the Premium line last week and answered almost immediately.

 

[Princess Fiona]

Ditto here.

Glad to hear I'm not alone. I posted exactly this in another thread last month, but as other members still reported going to the premium line I was resigned to being an unloved WP.

On a related note, has anybody noticed agents have stopped asking for a PIN as ID on calls? I seem to recall this being standard practice not so long ago but haven't been asked recently.

And yes, I have been guilty of DYKWIA requesting for a premium agent when the chat wasn't going my way...

IME they only ask for your PIN if they are going to change or do something to a booking eg. I had to call to request an upgrade on QF12 a few weeks ago and was asked then.

 

[medhead]

Called this week and was answered qantas premium.

Still they couldn't add a number to FQTS...

 

[madrooster]

Called this week and was answered qantas premium.

Still they couldn't add a number to FQTS...

Was this a booking done on the QF site or originally created over the phone?

 

[infinity]

I've had mixed experiences in the last 1-2 months
Calling at various times
Have had some very poorly trained agents and some good as well

 

[medhead]

Was this a booking done on the QF site or originally created over the phone?

booked on the Qantas website. the website does not allow the FF number to be changed at all, let alone niceties like FQTS or FQTV.

 

[basso]

booked on the Qantas website. the website does not allow the FF number to be changed at all, let alone niceties like FQTS or FQTV.

Do Qantas use FQTS? It is one thing for pieces of data to exist in a multi-tenant application, but it is is quite anoither for everyone to use them. They do seem to use FQTV, FQTR and FQTU, but I have often wonered about FQTS.

 

[medhead]

Do Qantas use FQTS? It is one thing for pieces of data to exist in a multi-tenant application, but it is is quite anoither for everyone to use them. They do seem to use FQTV, FQTR and FQTU, but I have often wonered about FQTS.

Good question. There are some reports elsewhere that they can fill in the field, but that it might not mean anything in practical terms. My comment was more about the displayed level of knowledge for the premium desk. They were aware of FQTR. But they didn't seem to understand what wanting QF status recognition meant. They though I wanted points to another program and SC with Qantas. Not really a practical issue, just an example as per the topic.

 

[russ]

You need to give them the code QFFU

 

[farstar]

Premium desk seems to be still there, well at least that is how they answered.

On Friday a workmate wanted to change a flight, he rang and was told one hour wait by automated system. I called for him on the WP line and it took about 1 minute but still not bad and the booking was changed quickly.

Quickly becoming the best perk of being WP.