Qantas Call Centre Wait Time

[taswegian77]

i must admit i have never had an issue with the wait time, very rarely have to wait .been platinum now for 4 years and cannot remember how good they were when i was below this but i cannot complain when ringing 131211 and entering my FF# it does not take long at all.

 

[N860CR]

While we're having a whinge... I have been trying now to have seats allocated for myself and a travel companion on a SYD-HKG and PVG-SYD flight. We're on seperate reservations and for some reason I've called three times before (and waited 30 minutes) and been told they'd have to forward my request to a supervisor but then never hearing anything back... So i emailed, got a call today and a fairly helpful person tells me that its all ok and we're allocated 40B and 40C then 26A and 26B.

Great me thinks... Log into my booking, yes 40C and 26B very good. Into the other, and no, only allocated seat is 51B SYD-HKG and nothing PVG-SYD. Just spectacular.

 

[abc12345678]

...just because somebody may be a bronze FF member doesn't mean that they don't want to enquire about booking an F return SYD-LHR

While not improbable, I wonder how often this occurs!!

Like many other users, I am usually answered within one minute. Also, emails from QF website are either replied to within an hour or so - or I get a call the next business day (as I usually send them after 1700hrs).

 

[reflector]

Ok, having worked for several large companies in call centre environments, (GIO/Suncorp, and my current employer who is a very large building society) I'd like to take a moment to offer some info/advice with regard to getting quick service

• Know your target. Find out when they're open. If a call centre has extended hours, not a lot of people will realise, and will only call during business hours. try calling around 7pmish.
• Call at off peak times. Call centres employ people to predict call volumes based on past experience, and more consultants are rostered on during busy periods. That said, even with a full compliment, the peak times for most call centres are: 11-2, peaking around 12 (everyone loves to call and sort things out during their lunch break) 3-5 (everyone's just got home from schools/work and sees the mail and immediately starts calling companies about bills.)

• the internal transfer trick. many (but not all) companies actually skip you to the front of the queue when they transfer your call to another department. try ringing the wrong department (one with a short wait time) and then ask to be transferred to wherever you're going.

• if you're in for a long wait, use a phone with a speakerphone, and do something else while you wait... i play computer games

happy dialing

 

[JohnK]

Since becoming a Platinum I can't remember having to wait for more than a few seconds to get through to the QFF call centre after inputing my QFF number.

 

[N860CR]

Just spent 46 minutes on hold before it hung up on me! Perhaps they just don't like me very much...

 

[dede]

Just spent 46 minutes on hold before it hung up on me! Perhaps they just don't like me very much...

A few weeks ago I rang at 2300 on a Monday night and had to wait 35mins before the call was answered. I was only a NB then.

I just rang (1730 Sunday arvo)(since becoming PS) and only had to wait 4mins.

They seem to like you a lot more when you become a FREQUENT flyer!

 

[stryker]

A few weeks ago I rang at 2300 on a Monday night and had to wait 35mins before the call was answered. I was only a NB then.

I just rang (1730 Sunday arvo)(since becoming PS) and only had to wait 4mins.

They seem to like you a lot more when you become a FREQUENT flyer!

But aren't they going to annoy the hell out of prospective FF's, which seems to defeat the objective (whatever that may be)?

 

[v8Statesman]

I remember once I was with a friend. WE had tickets to travel from PER-SIN. We descided to change dates. So we both got on our mobiles and rang qantas as it was seperate bookings. I had got through, made may changes, paid the change fee all while he was still on hold. I am a WP. He was a PS. After I finished I handed my phone to my friend and said, "talk to this one".

 

[Grooba]

I remember once I was with a friend. WE had tickets to travel from PER-SIN. We descided to change dates. So we both got on our mobiles and rang qantas as it was seperate bookings. I had got through, made may changes, paid the change fee all while he was still on hold. I am a WP. He was a PS. After I finished I handed my phone to my friend and said, "talk to this one".

Classic!!!

 

[k_sheep]

I had to call qantas twice this week for the first time ever, and I wasn't on hold at all either time :shock:

Only a NB here, with an underline on the nuthin'! Was around 4pm I believe.

 

[dede]

As a recent SG member I just rang (at 1240am) on the priority number printed on the back of the card to change flights. On hold for about 10mins then got cut off.

Rang back on the 13 13 13 number and got straight through.

What's the story with the priority number? Is it just business hours?

 

[v8Statesman]

As a recent SG member I just rang (at 1240am) on the priority number printed on the back of the card to change flights. On hold for about 10mins then got cut off.

Rang back on the 13 13 13 number and got straight through.

What's the story with the priority number? Is it just business hours?

AFAIK they all terminate at the same place. It is only when you enter your QFF number that you are prioritised or not.

 

[NM]

AFAIK they all terminate at the same place. It is only when you enter your QFF number that you are prioritised or not.

Yes, that is my experience also. 131313 and 131131 drop you into the same IVR system that prompt for FF number and its the FF number that prioritises you in the queue. If you waited 10 mins and got cut off then I would say that is unusual and not related to the original number called.

 

[JohnK]

As a recent SG member I just rang (at 1240am) on the priority number printed on the back of the card to change flights. On hold for about 10mins then got cut off.

Rang back on the 13 13 13 number and got straight through.

What's the story with the priority number? Is it just business hours?

I think the priority help desk is staffed during business hours only. Serfty has posted this a number of times.

 

[whereishome]

I'm bronze, was on hold for about 30 seconds when I rang on Friday.

 

[serfty]

I think the priority help desk is staffed during business hours only. Serfty has posted this a number of times.

That post more relates to the general quality of service when answered, not to how long it take to be answered.

Methinx ded's QFF number do not enter the system properly and the call was then placed in the generic Queue.