On hold with Qantas for 105 minutes and counting

[MTAB]

As per title, I have been on hold waiting for Qantas to respond to my call. I didn't get the "we'll call you back option" so I am left listening to their pusillanimous repeated messages (including "we will be with you as soon as possible") and childish sounds which supposedly pass for music.

All because a function which I would normally do online is not working.

I believe others have had similar wait times. Is this the new face of Qantas "service"? Another enhancement, no doubt. Only a lowly LTG, BUT Qantas now seemingly places no value n its customer. Not happy.
:evil:

 

[Blackswan]

A colleague who's SG spent 3 hours today waiting for her call back...

As per title, I have been on hold waiting for Qantas to respond to my call. I didn't get the "we'll call you back option" so I am left listening to their pusillanimous repeated messages (including "we will be with you as soon as possible") and childish sounds which supposedly pass for music.

All because a function which I would normally do online is not working.

I believe others have had similar wait times. Is this the new face of Qantas "service"? Another enhancement, no doubt. Only a lowly LTG, BUT Qantas now seemingly places no value n its customer. Not happy.
:evil:

 

[MTAB]

Dear Blackswan

Three hours -- Unbelievable isn't it. Approaching two hours now but at least I've got some productive reading and activities to engage in whilst waiting. It also provides me time to vent and write about their disgraceful service.

it is only in very recent times that there seems to be these delays. I recall always getting one of the then great Qantas service agents without any delay.

Cheers

 

[Mattg]

The call centre wait times do seem to have blown out of proportion lately. It's really poor service.

 

[MTAB]

I've stopped counting now. My phone cut out! I think the battery got low. Not up to trying again tonight. Thanks Qantas.

 

[TomVexille]

30 minutes earlier today. It's like being NB again.

 

[Princess Fiona]

I do hope this gets fixed soon. The QF call centre was a great benefit of WP but reading about the delays recently I hope I don't have need of their services soon

 

[russ]

I suggest you tweet Qantas every minute you are waiting

 

[MEL_Traveller]

This is now the third thread on this same issue - an issue going back at least two months.

Qantas knows about this but can only offer the suggestion that the call centre is experiencing 'higher than normal demand' ('back to work' and 'end of school holidays').

I'm not sure that answer was based on any investigation into the real reasons.

 

[kpc]

I do hope this gets fixed soon. The QF call centre was a great benefit of WP but reading about the delays recently I hope I don't have need of their services soon

In the last 3 weeks, I have called Qantas twice...each time I have got through to the premium desk within 3-5 minutes .....looks like this will become the best benefit of QF WP status!:shock:...seriously though, Red Roo needs to report these long phone delays back to her management.

 

[Foreigner]

As per title, I have been on hold waiting for Qantas to respond to my call. I didn't get the "we'll call you back option" so I am left listening to their pusillanimous repeated messages (including "we will be with you as soon as possible") and childish sounds which supposedly pass for music.

All because a function which I would normally do online is not working.

I believe others have had similar wait times. Is this the new face of Qantas "service"? Another enhancement, no doubt. Only a lowly LTG, BUT Qantas now seemingly places no value n its customer. Not happy.
:evil:

I had an hour wait but after 25 minutes hung up on them.

 

[RickyT84]

Called QF earlier this week to have the customer care voucher reference removed from my booking.

First tried the normal QF number but the system noted there will be an hour wait and offered a call back. I decided its not worth the wait or the (non) call back so I called the QFF line.

After inputting my QFF number, my call was answered immediately by the QFF Premium team and the necessary changes were made in under 5 mins.

 

[Kaiser]

Try calling as a Bronze / non status - this is the norm! Has been like this for me as far back as August last year - and they had a different excuse every month. Seems like now it's being noticed more as it starts to affect higher status pax as well.

This is now the third thread on this same issue - an issue going back at least two months.

Qantas knows about this but can only offer the suggestion that the call centre is experiencing 'higher than normal demand' ('back to work' and 'end of school holidays').

I'm not sure that answer was based on any investigation into the real reasons.

 

[TheInsider]

Majority of complaints on Facebook are about this too. I also remember reading somewhere that half of BNE call centre has shut down in the past few weeks.

 

[MEL_Traveller]

Try calling as a Bronze / non status - this is the norm! Has been like this for me as far back as August last year - and they had a different excuse every month. Seems like now it's being noticed more as it starts to affect higher status pax as well.

Yeah - it used to be a huge benefit of silver (and above) to have calls answered quickly. But I was reporting in December 2015 that golds were on hold for almost an hour.

Seems like it might actually be august that the problems started.

It would be great if QF could give us an explanation and proposed timeline for the matter 'returning to normal'.

 

[Foreigner]

Could be that fewer staff are rostered which keeps more callers on hold longer

 

[RichardMEL]

Well I phoned QF sometime between 6:30 and 7pm yesterday to fix up a residual voucher booking. popped in my FF# it said "You're on old for the next Premium agent"(I don't recall the system ever specifically mentioning premium before) and it was answered within a minute.

So... seems very variable

 

[MEL_Traveller]

Well I phoned QF sometime between 6:30 and 7pm yesterday to fix up a residual voucher booking. popped in my FF# it said "You're on old for the next Premium agent"(I don't recall the system ever specifically mentioning premium before) and it was answered within a minute.

So... seems very variable

maybe 'variable' that platinums and platinum 1s are getting calls answered in 1-3 minutes, while for the rest of us it has blown out to around an hour.

that seems to indicate two distinct streams/priorities, rather than variable?

 

[RichardMEL]

I have no idea. I had thought QF Premium serviced Silvers and above but I have no idea of the QF queuing algorithm. Perhaps the move to HBA and reduced staff means that the long wait times exist for more people - which is wrong.

as an aside I used the normal QF res number (131313) and just put in my FF# that's it.

you'd HOPE that QF res management would be looking at the stats on wait times and putting on staff as appropriate because to them it can't be acceptable for ANY major call wait time - no matter the status of the customer. IMHO

 

[TomVexille]

I have no idea. I had thought QF Premium serviced Silvers and above but I have no idea of the QF queuing algorithm. Perhaps the move to HBA and reduced staff means that the long wait times exist for more people - which is wrong.

as an aside I used the normal QF res number (131313) and just put in my FF# that's it.

you'd HOPE that QF res management would be looking at the stats on wait times and putting on staff as appropriate because to them it can't be acceptable for ANY major call wait time - no matter the status of the customer. IMHO

Yeah I agree, since I hit SG, the usual wait time has been not more than ~30 seconds. Yesterday was 30 minutes. The previous time I waited 30 minutes on hold with QF, I was NB. There's something going on.