Qantas Call Centre wait time" 2hrs & 40mins"... for "premium" passenger...

[Max Samuels]

Just called QF (out of desperation) to fix a reward booking... the IVR informed me it could call me back when I was at the top of the queue.... in approx 2hrs & 40mins.....
Not happy Jan.

 

[AIRwin]

Try sending an SMS instead?

 

[RooFlyer]

Premium pax ... by status ( membership number entered) or class in the booking?.

 

[Max Samuels]

Try sending an SMS instead?

That is hard for me my working environment. Plus I have had mixed results with it... once it was really awesome. Another time, the lag between messages was crazy.

Regardless, irrespective, or irregardless, I think that 2+ hours is pretty cough.... I don't expect the phone t be answered immediately, even 5 mins I wouldn't complain.... but 2+ hours?!?!?!

I wonder what is wrong, why they are getting so many calls? Or maybe they just fired everyone...

 

[Max Samuels]

Premium pax ... by status ( membership number entered) or class in the booking?.

Status. Pratinum

 

[AIRwin]

I wonder what is wrong, why they are getting so many calls? Or maybe they just fired everyone...

They are busy fielding all those calls congratulating their CEO on the wedding...

 

[robinsparkles]

I called 2 nights ago at about 9pm, the IVR told me the wait was 1hr 12 mins and offered call back service, I decided to stay on the line, was 40 mins before my call was taken. Seems like a lack of staff.

 

[Max Samuels]

Actually they just called me back - quickest 2hrs I have ever experienced!

So... SORRY Qantas - the lady that called me back was very helpful and I give you 10/10 for that.

However, I would seriously advise you to have a look at your IVR software, which I assume you have outsourced to some terrible location and are now reaping what you sowed...

 

[kevrosmith]

Oh wow, I thought it was just cause I'd dropped to LTG that the wait times had increased... is it happening to WP as well now?

Meanwhile, still get answered immediately every time I call as Platinum of VA.... gee I hope they don't take lessons from QF.

 

[RooFlyer]

I've always been answered promptly, (WP), even early this week. Maybe luck of the draw

( Or maybe the Hobart call centre answers Tasmanian calls in priority. )

 

[levelnine]

They've got to pay for AJ's salary somehow. Running a bare bones call centre is certainly one way to skimp on costs.

 

[knightfall88]

They've got to pay for AJ's salary somehow. Running a bare bones call centre is certainly one way to skimp on costs.

And running a barebones call center ensures that more people will give up using their points to book flights and will get a toaster instead

 

[Scash]

I recently used the SMS system to book an awards flight as I kept getting errors when trying to do it on line. I started at about 2:00 pm and received a reply within about 15 minutes. There was a bit of back and forth with long delays in the SMS rep replying. Then at around 5:00 pm he just went silent. I can only assume he knocked off. About an hour later I was contacted by another agent who said he would look in to it but he never got back to me. I then had contact by a third agent (George) who happily solved my problem and apologised for the two previous people. By then it was around 8:00 pm.!

 

[Max Samuels]

I recently used the SMS system to book an awards flight as I kept getting errors when trying to do it on line. I started at about 2:00 pm and received a reply within about 15 minutes. There was a bit of back and forth with long delays in the SMS rep replying. Then at around 5:00 pm he just went silent. I can only assume he knocked off. About an hour later I was contacted by another agent who said he would look in to it but he never got back to me. I then had contact by a third agent (George) who happily solved my problem and apologised for the two previous people. By then it was around 8:00 pm.!

Oh wow - make sure you nominate your experience in the upcoming customer service excellent best ever airline award show hotel and resort and airline, inc.

 

[Mattg]

Meanwhile, still get answered immediately every time I call as Platinum of VA.... gee I hope they don't take lessons from QF.

My calls to Velocity get answered immediately as a Red member.

 

[knightfall88]

I recently used the SMS system to book an awards flight as I kept getting errors when trying to do it on line. I started at about 2:00 pm and received a reply within about 15 minutes. There was a bit of back and forth with long delays in the SMS rep replying. Then at around 5:00 pm he just went silent. I can only assume he knocked off. About an hour later I was contacted by another agent who said he would look in to it but he never got back to me. I then had contact by a third agent (George) who happily solved my problem and apologised for the two previous people. By then it was around 8:00 pm.!

A month ago, I couldn't book some multi-segments online due to some errors and used the SMS service. The guy on other end straight up said, if it doesn't work online, it cannot be helped by anyone in Qantas. He said to try a 3rd party agent like Flight Center to redeem my Qantas points.

 

[sudoer]

Just called QFF reservations and got through in 30 seconds. WP.

 

[UP4014]

Tried in the last 5 mins, 47min wait. I hung up.

 

[Max Samuels]

Tried in the last 5 mins, 47min wait. I hung up.

Wow - so appears to be just as random as their service

Seriously though... who knows how the IVR is routing calls. I've done analysis on call centre call queues before and sometimes one cluster (a bunch of people) will be sitting idle and the IVR won't route anything to them.... software, you gotta love it!

 

[sudoer]

Tried in the last 5 mins, 47min wait. I hung up.

Status? Which option did you select?

FWIW I called 13 11 31, selected 1 (for making/changing a booking) and entered my QFF number/PIN.

Entire call took 3m28s to get some seats assigned - for some reason online seat selection isn't working for me today.