On hold with Qantas for 105 minutes and counting

[MTAB]

As the only new initiator of this thread I thought I'd best provide an update.

I set aside some time and patience, made sure my and my phone's batteries were recharged and phoned the premium number again today. This time I was offered the call-bag option; which I took. This time the advice was that the delay would be between 24 and 32 minutes. This time I was called in about 25 minutes and was answered by a premium desk agent. This time my issues and queries were all responded to by Jess a very efficient, friendly and professional operator.

My summary. Qantas still has some excellent personnel but they seem to be operating in an environment with sub-optimal technical systems and an awesome and an inadequate (in terms of of numbers) workforce. Overall the quality of service has deteriorated noticeably in recent times.

Finally, irrespective of whether one is bronze, silver, gold, premium or chairman's lounge all customers deserve to be treated with reasonable respect and responsiveness and provided decent service.

 

[Lone Wolf]

In the past, my calls to the premium line were picked up almost straight away.

Recently I've noticed a 10-15min delay and its been routing to a standard operator more often than not. Makes one appreciate just how good the platinum line operators are.

Calling as a Platinum with a few forward F and J bookings, whatever that's worth to QF.

 

[Daver6]

What would be really refreshing and much less infuriating is if QF simply told the truth. The reason for the long wait is we have decided to cut costs and don't have enough staff to deal with demand. At the moment its annoying to wait and have be lied to. At least remove one source of frustration if you aren't going to remedy the problem.

 

[maroonone]

OR as originally noted there was a system problem which prompted the need to call. This then drives an "unexpected" peak in demand on the call centre. I need to call in the near future for a process that can't be done online and will just make sure it is when I have a good book available.

 

[JohnK]

In the past, my calls to the premium line were picked up almost straight away.

Recently I've noticed a 10-15min delay and its been routing to a standard operator more often than not. Makes one appreciate just how good the platinum line operators are.

Calling as a Platinum with a few forward F and J bookings, whatever that's worth to QF.

As I mentioned in another thread the premium line is still picked up almost straight away for me. Not sure why it would be different for other Platinums.

Also last Friday my 5:55pm BNE-SYD flight was cancelled and I received a call from Qantas ~1:30pm. I was offered the 6:05pm flight as that still had an aisle seat available but I could have had the 5:25pm, 6:25pm or any other flight that afternoon.

I think that is a nice touch instead of turning up to the airport to find out flight has been cancelled.

 

[Pushka]

Office had to call premium line last week. Requested the call back. 90 minutes later....
I told the person who put the call in about this thread and said she should have plugged in the WP FF number. She said she did. She asked when she was finally called, whether it was the premium line who had called back. It was! Seriously poor service.