Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks.

I will attempt to publish the currently active number(s) in this post:

1300 304 318
1300 659 161
1300 025 396
1300 659 116

1300 024 715
1300 025 390
1300 659 115
1300 659 134
1300 659 502

 

[antycbr]

Finally connected to someone, changes made, asked for immediate ticketing and got the remark “oh my fu**ing god” before being placed on hold again. Then disconnected.

This company is an absolute disgrace.

Wonder how that will go in the “quality assurance and coaching” sessions?

 

[N860CR]

Wonder how that will go in the “quality assurance and coaching” sessions?

I doubt such a thing even exists.

Kept an eye on the booking for the next 15 minutes and sectors started disappearing. Eventually looked close to right but one flight was a day later than it should be. Called back, waited another hour and got a lady in Suva who seemed much more switched on. Fixed the wrong sector, said she’d immediately ticket and an e-ticket in the MS Dos format was received right away with the correct flights and ticket number.

Only thing that seems a little odd is when I request an itinerary on MMB it sends me a different ticket number with the one flight 24 hours out. Check my trip shows the new ticket number with the correct flights

 

[encryptededdy]

Only thing that seems a little odd is when I request an itinerary on MMB it sends me a different ticket number with the one flight 24 hours out. Check my trip shows the new ticket number with the correct flights

There's another experience of something similar, but the other way round (no ticket number on checkmytrip): A cry for help - Another example of QF System Failure leading to loss of Award seats

I think when manual ticketing happens there's a chance the system gets all sorts of messed up.

 

[N860CR]

There's another experience of something similar, but the other way round (no ticket number on checkmytrip): A cry for help - Another example of QF System Failure leading to loss of Award seats

I think when manual ticketing happens there's a chance the system gets all sorts of messed up.

No ticket number on check my trip is an issue (means it hasn't been ticketed at all). I’ve just never seen this issue of two separate ticket numbers before so I’m a little confused by it.

 

[encryptededdy]

two separate ticket numbers

The one on MMB is just the old ticket then, right? I assume a manual ticket (the text-format ticket you got) doesn't trigger whatever automation to generate the PDF ticket that you download off MMB.

I'm pretty sure requesting a itinerary on MMB just gets you whatever PDF ticket it has cached, it doesn't actually generate a new one.

 

[N860CR]

The one on MMB is just the old ticket then, right? I assume a manual ticket (the text-format ticket you got) doesn't trigger whatever automation to generate the PDF ticket that you download off MMB.

I'm pretty sure requesting a itinerary on MMB just gets you whatever PDF ticket it has cached, it doesn't actually generate a new one.

Hopefully yes. That was usually my little trick to confirm ticketing (if it’s not ticketed, there will be an error when requesting the PDF) so perhaps it is just a product of them manually doing something.

 

[blackcat20]

Apparently the key to getting the flight change you want it to log a complaint via the Customer Care form (there is even a tick box for "my flight was changed"). Seven phone calls and countless hours wasted, but today they called due to my complaint and immediately moved us to the flight we wanted.

 

[RealtimeY]

Made two calls on the back of the power outage at PER on Tuesday. Called as QFF Silver at 6pm.

First call, on hold for 55 mins and cut off mid-sentence when they picked up.

Second call, on hold for 20 mins, and requested rebooking successfully processed after after 20 mins. Sounded like Fiji.

Excruciating experience, after having already wasted a few hours at PER in darkness with Qantas staff whose computers were down, and watching availability on EF rapidly disappearing during the hold.

 

[Anna]

Apparently the key to getting the flight change you want it to log a complaint via the Customer Care form (there is even a tick box for "my flight was changed"). Seven phone calls and countless hours wasted, but today they called due to my complaint and immediately moved us to the flight we wanted.

Finally!!!

 

[CaptainCurtis]

Apparently the key to getting the flight change you want it to log a complaint via the Customer Care form (there is even a tick box for "my flight was changed"). Seven phone calls and countless hours wasted, but today they called due to my complaint and immediately moved us to the flight we wanted.

How long after submitting the form did you receive a call from Customer Care?

 

[blackcat20]

How long after submitting the form did you receive a call from Customer Care?

A week or so? Our flight it just two weeks away.

 

[Danger]

Finally connected to someone, changes made, asked for immediate ticketing and got the remark “oh my fu**ing god” before being placed on hold again. Then disconnected.

This company is an absolute disgrace.

Tell me you're joking!

 

[N860CR]

Tell me you're joking!

Oh I wish!

 

[There'sOnlyOneJimmy]

If a person had an inclination to make a complaint about a call centre, I wonder how hard it would be to get a copy of the relevant call recording…

 

[N860CR]

If a person had an inclination to make a complaint about a call centre, I wonder how hard it would be to get a copy of the relevant call recording…

I’ve actually done it with qantas in the past where I was straight out lied to by an agent and it cost me a huge amount of money rebooking something. This was about 8 years ago and the call centre was in Australia. The end result was qantas telling me they “couldn’t retrieve the recording so can’t verify what was said”.

Based on how bad this current Mindpearl operation is, and how non-existent qantas customer care is, I’d say the chances are less than zero.

 

[ChrisMars]

Maybe it s time we just all systematically use a record call app to keep those conversations. With such incompetencies from call centers, those recording will be handy.

 

[1022]

While Qantas/mindpearl will always struggle to retrieve inconvenient calls for actual “quality and coaching purposes” I bet they could access the recordings they need in a jiffy if they had to prove a customer had made a request they later denied during a complaint process…

 

[Mr H]

I bet they could access the recordings they need in a jiffy if they had to prove a customer had made a request they later denied during a complaint process…

It would have to be one helluva complaint to get taken that seriously. The standard approach is just to quote back a random and unrelated policy back to you and look forward to welcoming you on board again soon. Anonymous and sent from a no-reply email address, of course.

 

[Mwenenzi]

Apparently the key to getting the flight change you want it to log a complaint via the Customer Care form (there is even a tick box for "my flight was changed"). Seven phone calls and countless hours wasted, but today they called due to my complaint and immediately moved us to the flight we wanted.

One of the reasons why the service is so poor. If they got it right the first time, 6 less calls from you and 6 others could have had better service.

 

[Berlin]

If a person had an inclination to make a complaint about a call centre, I wonder how hard it would be to get a copy of the relevant call recording…

Ha- while I'm sure that they can easily access the recordings themselves (unless I give them too much credit here, the Mindpearl bunch might be too chaotic for that even...), they will ALWAYS give you the spiel of "For technical reasons... We couldn't retrieve this particular recording".

I went through this with several companies in the past- definitely Qantas but I also remember American Express, Citibank and Myer. The latter being one of the most shoddy companies in the country in my eyes, right alongside David Jones, especially if you want to deal with them digitally. They're so stuck in the yesteryear, compared to that Qantas is "up with the times". Rant over but it's high time in my eyes for these useless old brick n mortar department stores to go the way of JCPenny and co.