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

 

[TheInsider]

hands up who believes all the CC staff go to their office and sit there in bright red roo logo tops?

Well with only 10-15 in the Hobart office, not much expense getting them out to them!

 

[MooTime]

Well with only 10-15 in the Hobart office, not much expense getting them out to them!

Is that really the number of Aus QF CC staff?? 15...
Shirley bit of sarcasm ?

Is that total of the, what was it 800 current CC staff there is so so little %% actual AUS staff in CC...... How Australian of the Australian National carrier!

 

[Guvner]

About as Australian as those cheap cotton Tshirts.

 

[RichardMEL]

Don't call TheInsider Shirley.....

 

[Daver6]

Don't call TheInsider Shirley.....

Roger Roger

 

[Port Power]

I mean, maybe their systems are text user interfaces and/or keyboard navigation only

It’s an advert, not real life! Only needs to look neat and tidy. A laptop is used for instruction. And in the background, the other person in the advert is using a mouse. In any case. I know the keyboard strokes so I never have to use a mouse if I don’t t want to, along with the tab key. Surely there can’t be any more dark jokes on the video?

 

[TheInsider]

Is that really the number of Aus QF CC staff?? 15...
Shirley bit of sarcasm ?

Is that total of the, what was it 800 current CC staff there is so so little %% actual AUS staff in CC...... How Australian of the Australian National carrier!

I think there is only about 40-50 in total (qantas claim 69), about 15-30 on shift (if that). The numbers aren't high at all. Then factoring in sick leave, annual leave, LSL, and days off.

 

[TheInsider]

More Qantas issues:

Qantas customers left without access to thousands of dollars of their own money for days as calls go unanswered

Qantas customers express anger and confusion on social media, saying they have been charged multiple times for flights, but the airline says an issue with releasing pre-authorised funds is to blame.

www.abc.net.au

 

[TheInsider]

Cannot wait to read the replies ...

Must be quite the traveller:

 

[RAM]

....Closing the (competent) Australian call centres, selection of offshore vendors, contractual management of those vendors and training should be under his purview. And let's not forget the cracker decision to remove anyone at the airport who could possibly help you, as it makes so much sense to direct people in absolute desperation, minutes before their flight, to call the overwhelmed call centre, doesn't it?

Just remember, it's our fault.

For making the decision to book Qantas?

 

[SydneySwan]

Seems like the CEO is getting into the mea culpa too!

Qantas boss Alan Joyce has apologised to customers experiencing marathon waits to connect to their call centre, blaming the problem on overwhelming demand in the wake of borders reopening.

“And every time there’s a change, like New Zealand opening up, it spikes.”

Alan Joyce endlessly called for borders to open up. Is he seriously suggesting he didn't plan for when that happened? How much does he get paid again?

 

[RichardMEL]

It's funny that QF shows market arrogance by not matching (that I can tell) or even pretending to with some sort of lower fares, VA's recent drop in "normal" J fares on the triangle. Now we all know few people actually pay those $900+ for MEL-SYD J who aren't on an expense account/corporate contract but still, VA's decided on a strategy (much like Delta I reckon) to lower the fares to reasonable levels and you will have punters actually paying that reasonable bit extra to get there rather than upgrades/awards - a yield win for the airline and the customer does not feel like they are being ripped off (and plus VA is more or less matching Rex of course). Now QF shows this arrogance of "let those small guys fight it out and we'll stick to our "premium" thing) and to me shows just a way of thinking that fits in with the overall situation regarding customer service etc.

imo

 

[levelnine]

More Qantas issues:

Qantas customers left without access to thousands of dollars of their own money for days as calls go unanswered

Qantas customers express anger and confusion on social media, saying they have been charged multiple times for flights, but the airline says an issue with releasing pre-authorised funds is to blame.

www.abc.net.au

This is fantastic. The more negative publicity, the better.

 

[Zanzara]

Shame it has taken so long

 

[TheInsider]

This is fantastic. The more negative publicity, the better.

Even more publicity now:

Pack a lunch: It will be a long wait before Qantas answers the phone

Attempting to get an accurate reading on Qantas customer call service wait times is akin to a game of pin the tail on the kangaroo - double blindfolded.

www.theage.com.au

 

[RAM]

Ever get the idea that once the dam burst with 2GB putting the problem on the radar that the rest of mainstream media figured that they perhaps could report the problem & not lose all their goodies & advertising revenue?

The figures missing (so far) from every article etc is how many Australian-based call centre staff were there on 30 June 2018 and how many in total then? A simple comparison with the numbers today could stop all the false narrative being used to deflect by Qantas.

 

[Sprucegoose]

I fixed the QANTAS call centre crisis.

I booked the next two J Flights with VIRGIN.

I get a sparkling wine and my coat taken into the competitive price.

Could this be permanent ??

 

[SydneySwan]

Just received an email from Qantas headlined 30% off almost everything. Unfortunately call centre wait times are NOT included.

 

[SydneySwan]

A friend just told me that his son waited on the phone for 115 mins to sort out an issue with a Sydney to Melbourne one way flight. So call wait times may be longer than the flight itself!

 

[CrowsFeet]

Does anyone know if the callback that Qantas is offering - will ever work? It gave me on option today. 4 hours ago. Still waiting. Has anyone got info if that’s just a joke and no call back will ever happen?