Just got off the phone to QF, taking advantage of the same day mistake policy, following an epic fail on my behalf booking wrong dates on a booking made just a few hours ago.
I was quite surprised as a Platinum
Member the entire resolution of the call took 46 minutes & 29 seconds until the call concluded.
Certainly not “a matter of minutes” as echoed last week.
I understand today is the end of double status credits and call volumes might spike slightly more than normal.
I was expecting to wait longer than what has recently been reported from QF call centre wait times, however I have never waited more than 20 minutes, even in the peak of the pandemic of mid 2020.
I was disappointed that ongoing long QF call centre wait times appear to be ongoing, even those with status are not immune.
The call was answered in South Africa, however I almost feel off
My chair as the call centre agent resolved my problem Immediately, understood my issue, and pleasantly didn’t have to repeat myself half a dozen times as one commonly does for most offshore contact centres, and was rebooked to my desired dates literally immediately.
So it’s a tale of ongoing long wait times, yet pleasantly shocked at reaching a competent call centre agent, particularly as the offshore BP0’s that Qantas employs to manage their contact centres have a long history of utter incompetence and are still seen as hugely brand damaging to Qantas.
I still prefer Onshore contact centres, particularly the Hobart call centre - if anyone from Qantas does read this