New Qantas reservations call centre in Manila

[TheInsider]

If the centre is anything like the qantas money call centre in the Phillipines, it will be a disaster. I have called and emailed them over the last 2 years about incomprehensible charges and even more baffling explanations for the charges, with nil satisfaction. Since my last conversation in March with a very nice,but clueless, person who promised a response "within 48 hours", I have heard nothing. But as they seemed to think I owed them money when they last emailed me (not possible), hearing nothing is the second-best response....

I think that was more a CitiBank issue, rather than Qantas.

 

[Berlin]

I think that was more a CitiBank issue, rather than Qantas.

But as one can see from the Clara's comment, partners should be carefully managed. Because more often than not, your own brand reputation is on the line too if it goes wrong. Perfect example of this, actually. And Qantas hides the actual provider very very well and I suspect on purpose. It's the same with their insurance products- they call it "Qantas Money" and "Qantas Insurance", no less.

 

[TheInsider]

But as one can see from the Clara's comment, partners should be carefully managed. Because more often than not, your own brand reputation is on the line too if it goes wrong. Perfect example of this, actually. And Qantas hides the actual provider very very well and I suspect on purpose. It's the same with their insurance products- they call it "Qantas Money" and "Qantas Insurance", no less.

Not that well... Not to be a smartass or anything but Insurance is clear too.

 

[Berlin]

Not that well...
View attachment 279997

Haha- I bet you're one of the 5% of customers that actually read the small print. I would do too and it boggles my mind how someone could consider applying for a credit card without doing so. But, well. Sheep.

 

[SydneySwan]

Phillipine call centres are the worst in the world.

You obviously haven't had to deal with the SA call centres!

 

[Melburnian1]

You obviously haven't had to deal with the SA call centres!

He can't spell 'Philippine' (and should actually write 'Filipino') so one could consider his comment with a few accompanying grams of salt.

It depends on the level of training, but generally (subjectively) I find Filipino call centres as good or better than some locally based ones.

 

[DC3]

Seriously? Thinking a Phillipine Call Centre could be a positive???????? And as for the hope this means a Phillipine operator may "take ownership" of a customer's issue????? Jesus Christ. Phillipine call centres are the worst in the world.

Manila is waiting for your call. Spellcheck is your friend.

 

[SooziQu]

Qantas are actively recruiting for their Hobart call centre. Such a pity they don't dump Mindpearl who doesn't even have an office in Australia. If Stephanie wants to justify competing the sun its called rotating shifts covering 24 hours. Sadly they won't want to pay Australian labour rates and we'll always have badly performing offshore call centres.

 

[HSB44]

If Stephanie wants to justify competing the sun its called rotating shifts covering 24 hours.

I don't really think she wants to justify it. It's just a clever catch phrase that the communications team came up with to cover up Stephanie's KPIs of offshoring as many customer service functions as possible, and slowing down the ability of customers to obtain refunds as much as possible to keep cash flow to pay for AJ's bonus. (I'm making an assumption here )

Clearly there are no KPIs attached to customer satisfaction or they'd all be looking for jobs elsewhere.

 

[AVV]

I have no probs with MNL. Most are good and care. My problem is after also worked for an airline. We deserve Australian call centres. Last was told my flt was changed from Mel but only given a flt ex SYD. so booked JL. . I do not like A Joyce. .So many aussies lost jobs. Waited tonight 30 mins for baggage. Think we will soon as much as I love QF. Can see our Kangaroo dissapearing and a leprechaun and pot of gold on our tail. I wish he would go to EI. Our loyalty is running thin. Not even a hot drink on QF domestic and told UN VGML. If you can call it that.

 

[sudoer]

Why Aussies are furious with Qantas as flight attendants share secrets

Qantas customers say the airline has gone from Australia's 'best to worst' with some waiting more than six hours to get through to its offshore call centres - after employees revealed its secrets.

www.dailymail.co.uk

The airline has a priority call centre in Hobart for its top customers, with everyone else being referred to offices in New Zealand, South Africa, the Philippines and Malaysia.

Malaysia? Is this new, or just a good example of Daily Mail fact-checking standards? (I note Fiji has been omitted)

 

[Mattg]

Why Aussies are furious with Qantas as flight attendants share secrets

Qantas customers say the airline has gone from Australia's 'best to worst' with some waiting more than six hours to get through to its offshore call centres - after employees revealed its secrets.

www.dailymail.co.uk

Malaysia? Is this new, or just a good example of Daily Mail fact-checking standards? (I note Fiji has been omitted)

There is no Qantas call centre in Malaysia AFAIK.

 

[TheInsider]

Malaysia? Is this new, or just a good example of Daily Mail fact-checking standards? (I note Fiji has been omitted)

Just the usual good fact checking standards!

 

[siri]

Love the phrase ,” Mean Spirit of Australia “ unfortunately kind of a sad reminder how great Australian brand gone to this depth and old PM got some answering to do with 2 billions tax payers money with no return except Aussie workers thrown into the dustbin…

 

[Melburnian1]

Very interesting. Perhaps there's call monitoring software (sentiment, keyword tracking etc) that only operates in English.

And/or maybe the old fashioned method of a supervisor listening to calls.

 

[jakeseven7]

Why Aussies are furious with Qantas as flight attendants share secrets

Qantas customers say the airline has gone from Australia's 'best to worst' with some waiting more than six hours to get through to its offshore call centres - after employees revealed its secrets.

www.dailymail.co.uk

Malaysia? Is this new, or just a good example of Daily Mail fact-checking standards? (I note Fiji has been omitted)

Wow another thinly veiled racist rant from the Daily Mail who would have thought… seriously. Plus it’s ridden with other errors.

 

[Michaael]

Another call centre from Qantas ends up on my cough list. Manila added to the list after South Africa

 

[Dvg]

I'm told that Qantas has started using another outsourced call centre provider for reservations/ticketing in Manila.

Qantas already has call centres in Manila for Qantas Frequent Flyer and Qantas Business Rewards enquiries, but not for reservations AFAIK.

I guess we'll have to wait to see to what extent this new call centre will be used in place of the horrible Mindpearl call centres in Cape Town and Suva. Hopefully, fingers crossed, this might be an actual improvement - but the jury is still out on that.

Has anyone got through to this call centre yet when calling Qantas about a ticketing issue?

I have used the call centre in Manila a few times their service was very good although they have to defer to qantas for most things

 

[Jujifly]

Has anyone actually gone through to MNL yet for reservations calls?

Yes, got through to Manila for booking quite a complex one world award. Unfortunately they are absolutely terrible. Very polite and take the time to read the rules, but we’re utterly unable to help when the system couldn’t price the itinerary. Best to call in the afternoon AEST and get through to South Africa who know what they are doing!

 

[p--and--t]

You obviously haven't had to deal with the SA call centres!

My experience is that the SA call centres for QF and YOUI are on a par for anything other that the very simplest of queries - useless - don't bother - HUACA (before they hang up on you)