Priority Phone with Platinum

[cwliew]

Hello, just wondering, when I dial 131131 they ask you for your QFF number. Then when you speak to an operator, they don't have that information and they ask for it again.

Just wondering what benefits you get from putting in your QFF number. Since being platinum, I have noticed that my calls anecdotally appear to be answered sooner than when I was just a QP member in the past etc.

Does anyone actually know if this is an unofficial benefit?

 

[notzac]

Definitely an official benefit! Your WP number gets your call to the front of the queue. Since getting to WP myself, I can't remember waiting longer than a few seconds for my call to be answered

 

[dede]

Definitely an official benefit! Your WP number gets your call to the front of the queue. Since getting to WP myself, I can't remember waiting longer than a few seconds for my call to be answered

And when the phone was answered it was answered with a "Hello and welcome to Priority Phone Services" greeeting. Definitely a perk!

 

[cwliew]

Ah, sweet. Love it. Just finding out more and more of the "hidden" benefits of platinum...very noice.

Lets see if it helps me get some free upgrades at some stage. That might be ncie from time to time...

Does that still even happen?

 

[dajop]

And when the phone was answered it was answered with a "Hello and welcome to Priority Phone Services" greeeting. Definitely a perk!

And odd occassions you don't get through to Priority Desk (overflow I think), and go through to a normal agent, still gets answered very quickly. But if that ever happens, and I have a complicated query, I would usually just end up calling back later, as the staff on priority desk are outstanding.

 

[david870mdg]

Well I have a few thoughts here;
When I was a mere QP NB I had call wait times of up to 30mins (even when calling from O/S reservations nos. ); but since reaching SG they were reduced and as now WP, well I have never waited since entering the relevant prompts.

Just wondering what the QF phone profiling / priority system is?
Anyone in the know?

O/T : QF to show some kind of loyalty like other bookings in waiving the phone assist booking fee(s) for WPs / high end QFFers??? :?:

$60 to speak to someone and book a more flexible fare which I cant get online??? :?::?: (eg is QF Multi city without Sale/Red E Deal fares).

And also, if NB rings the WP ph. no, are they pushed to the bottom?

Cheers
David

 

[MrJetset]

This system is not unique to Qantas. You'll find teclos and banks also analyse your data, for QF it's status based on your FF# whereas for Optus it would be your revenue and how many products you own based on your phone number, to determine how quickly your call gets answered whether it's sales or customer service.

 

[QF WP]

Just wondering what the QF phone profiling / priority system is? Anyone in the know?

By entering your FF number, you are directed to the relevant CS team.

Platinum has the dedicated Priority Desk, they are situated in Camberwell. If they are all busy, you are routed to firstly your state office CS, if they are busy, then the first available state office CS.

Gold, Silver, Bronze, No status - my understanding is that they go to your state office(where phone call is made), sorted into status and queued. If they are busy, then the first available state office CS.

And also, if NB rings the WP ph. no, are they pushed to the bottom?

Can't be done, as your FF number is routing you to the correct team.

 

[JohnK]

Don't forget that the Qantas premium desk is only between certain hours. I think 9:00am-5:00pm. And they usually answer the phone with "Qantas premium desk".

My calls are usually answered in less than a minute and I called ~8:00pm today and still got answered quickly but did not get the premium desk. Still helpful though and I am glad I called....

 

[samh004]

As a QP NB the most I’ve waited is about 5 minutes I think, though I don’t call that much. Perhaps I also called at a good time.

When is a bad time?

 

[notzac]

As a QP NB the most I’ve waited is about 5 minutes I think, though I don’t call that much. Perhaps I also called at a good time.

When is a bad time?

Like most other call centres - lunch time, evenings, weekends.

 

[Keith009]

I too have noticed a significant decrease in wait times after actually attaining QFF status. As SG, I never had to wait more than a minute and now as WP calls are answered immediately after going through the menu options. When I called without status on QF, it'd take approximately 20-30 mins to get through.

 

[Mal]

Hello, just wondering, when I dial 131131 they ask you for your QFF number. Then when you speak to an operator, they don't have that information and they ask for it again.

I don't recall ever having to tell staff my FF number again when dealing with booking transactions. They seem to have all of my details on the screen, including at least a few of my next flight bookings.

I have been asked to verify my pin number once though by the staff when I was making a booking change. Thought that was a little bit weird.

 

[JohnK]

I don't recall ever having to tell staff my FF number again when dealing with booking transactions. They seem to have all of my details on the screen, including at least a few of my next flight bookings.

The other day I was asked to provide my FF number over the phone after typing it in at the prompt.

I have been asked to verify my pin number once though by the staff when I was making a booking change. Thought that was a little bit weird.

And then was told I notice you have already provided your pin. I cannot understand what they were trying to achieve asking for my FF number again. Perhaps added security?

 

[Optics]

And odd occassions you don't get through to Priority Desk (overflow I think), and go through to a normal agent, still gets answered very quickly. But if that ever happens, and I have a complicated query, I would usually just end up calling back later, as the staff on priority desk are outstanding.

I agree with this, there are real benefits in dealing with the premium desk. If I ring to request my favourite J seat 16B on a 747, the premium desk will usually put me on hold for about 1 minute while they ring seating, and then confirm the allocation. If I get answered by the normal desk though, due to overflow I assume, they can only send a request off to seating for the allocation, and I need to wait and see if it shows up in my booking.