Qantas : Been on Hold for 1 hour, 15 minutes and still holding

[cliff]

My Wife who is flying to South Africa accidently clicked on the dangerous goods option when booking online.
Granted she should have read it before proceeding , but there is no "are you sure option", and now they are no longer allowing her to automatically print a boarding pass
I have been trying to get hold of Qantas to change this if possible , but am still on hold as I type
Plus is being on hold for over an hour and 15 mins reasonable ????? ?

 

[rwatts]

Hardly surprising that the call centre might be a little busy given the ash cloud flight disruptions.

Richard.

 

[malmacdowall]

Its poor service Dom customer service.... Try thus, use a different phone and choose the "buy a new Ticket" and see how very quickly your call will be answered.

 

[Taezar]

I have accidentally done this. Is no real drama. Just have to go to check in - I did it at the QP. They ask if you have any dangerous goods - you say "no" (make sure she says no this time) and she gets spanky boarding pass.
Forget being on hold.
Cheers
Taez

 

[Hvr]

but am still on hold as I type
Plus is being on hold for over an hour and 15 mins reasonable ????? ?

Today I think they can be forgiven.

I have always worried about accidentally checking the wrong box here and take extra care. I would hate to have made the same mistake your wife did.

 

[kpc]

My Wife who is flying to South Africa accidently clicked on the dangerous goods option when booking online.
Granted she should have read it before proceeding , but there is no "are you sure option", and now they are no longer allowing her to automatically print a boarding pass
I have been trying to get hold of Qantas to change this if possible , but am still on hold as I type
Plus is being on hold for over an hour and 15 mins reasonable ????? ?

This can only be changed at the airport, and not over the phone so I won't waste my time on the phone to QF. That is why I triple check and make sure I don't accidentally click the "dangerous goods" option having learnt the hard way some years ago:-|

 

[Shelf]

Given the issues with volcanic ash atm, i don't think it is unreasonable to be on hold for a lengthy period.

 

[samh004]

I too have accidentally selected "Yes" before, thinking it was a trick question there's no solution through the call centre, you'll just have to front up at check-in on the day and say "No"

 

[munitalP]

You must have the wrong phone number

I rung QF WP number, entered my FF number and was answered within 6 or 8 rings. I was checking my wife's flight status for this afternoon.

 

[Simo]

Done it before... Just go to the desk and they will fix it up... (it happens all the time)...Be easy on QF today due to the ash issues...

 

[Blackadder]

The ongoing issues with the ash cloud, plus another major earthquake in CHC I can see why QF call centre has been busy.
However I guess that is not good enough for some people.

 

[clifford]

The ongoing issues with the ash cloud, plus another major earthquake in CHC I can see why QF call centre has been busy.
However I guess that is not good enough for some people.

Surely being on hold for 75+ mins can't be good enough for anyone?

Perhaps rostering more staff might be the answer, or your comments could equally apply to 000 calls?

As for elites, phones tend to be answered quite quickly. How do I know?

 

[Blackadder]

Surely being on hold for 75+ mins can't be good enough for anyone?

Perhaps rostering more staff might be the answer, or your comments could equally apply to 000 calls?

As for elites, phones tend to be answered quite quickly. How do I know?

Assuming staff are available at short notice on a long weekend, also the staffing levels for 000 call centre and QF would be vastly different.

 

[jas]

Assuming staff are available at short notice on a long weekend, also the staffing levels for 000 call centre and QF would be vastly different.

Nice theory there! I won't spoil it for you with the reality.

Probably the bigger difference is that 000 call operators can get rid of someone calling to have a whinge with relative ease. Not so much of a focus on "customer service" so that they have a "wonderful service experience" and "generate repeat business". Get the info you need and then get them off the line (unless, of course, you need to keep them on the line for some 000-ish reason). I imagine that's not the case with QF looking up every customer who calls' flights, letting them know the options, assuring them that they're doing everything they can, blah blah blah.

And there's plenty of documented cases around about 000 lines being jammed and/or long waits when there's been storms, floods and the like.

Anyway. [/offtopic]

 

[mannej]

Assuming staff are available at short notice on a long weekend, also the staffing levels for 000 call centre and QF would be vastly different.

The other reason is can the system actually cope with the demand? Just like the JQ website and it's sale performance


Sent from my iPhone using Aust Freq Fly app

 

[Blackadder]

Nice theory there! I won't spoil it for you with the reality.

Probably the bigger difference is that 000 call operators can get rid of someone calling to have a whinge with relative ease. Not so much of a focus on "customer service" so that they have a "wonderful service experience" and "generate repeat business". Get the info you need and then get them off the line (unless, of course, you need to keep them on the line for some 000-ish reason). I imagine that's not the case with QF looking up every customer who calls' flights, letting them know the options, assuring them that they're doing everything they can, blah blah blah.

And there's plenty of documented cases around about 000 lines being jammed and/or long waits when there's been storms, floods and the like.

Anyway. [/offtopic]

Always open to correction, so feel free to to share your view of reality.

 

[jas]

Without giving too much away (I'm aware that there's enough info on here for someone to id me if they really wanted to!) - I'd be highly surprised if QF didn't have a much more robust and capable call centre than your average 000 one.

Something to do with companies wanting to make a profit out of customer service, vs. underfunded government agencies.

 

[Robert K]

Doesn't make much sense for qantas to have a huge call center just incase there's a ash cloud during a long weekend.

 

[samh004]

Something to do with companies wanting to make a profit out of customer service, vs. underfunded government agencies.

What gave you the impression that QF wanted to make money out of customer service. That ship (or plane) sailed (or flew) a long time ago!

 

[cliff]

Qantas : On Hold for 2 and half hours: Perseverance or Stupidity ?

When I posted earlier about making a mistake wrt an online booking and clicking on yes to "dangerous goods" I was on hold for 1h15 mins to Qantas trying to rectify it - I figured I may as well carry on holding on , right ?
I gave up after 2 and half hours !
Is this my bad , or thiers ?
Should they have a call back system in place , and should I have hung up much much earlier ?