Australians have waited a long time to get back in the air, so the last thing you want is to wait hours on the phone to talk to our contact centres.
Our recent call wait times have not been acceptable. We apologise to you, and all our customers who have experienced challenges in getting through to us, and want to reassure you that we’ve made fixing this issue a top priority and we know we need to do better.
We now have more staff in our contact centres than before the pandemic, but call volumes are at an all-time high – from an average of 7,500 calls a day to 14,000. With border restrictions easing across the world, each change brings more calls.
The time our agents are talking to each customer has increased by an average of 50 per cent as people rearrange travel plans that are up to two years old.
Each month we are recruiting and training more people, and we’ll keep hiring more people and investing in better technology so it’s easier to talk to us, which will mean we will see improvements each week. In the meantime, we hope you can be patient with our dedicated Qantas staff members; our wonderful frontline staff are doing all they can.
We know that some of our customers would prefer to speak to a real person to have their questions answered, and we understand that, however in the majority of cases customers do have the option to use
qantas.com to book flights, including using Flight Credits, and make changes to their existing bookings. More than half of calls we are currently receiving can be resolved online, so we are developing a series of
‘how to’ videos to help explain the most common questions received by our contact centres that can be resolved on
qantas.com.
Thank you for your continued support, loyalty and, most of all, patience. We look forward to welcoming you onboard soon.
Warm regards,
. What a day to give up sniffing glue eh?
. I want my insincere empty apology email from Qantas!
Thank you.
