Qantas Call Centre

[Reeldeel]

You're nearly there but not quite.

If you look at the CVs of directors across most public and private mid-sized to multi-national companies you find almost nobody who ever was an accountant. You find MANY, MANY lawyers or PR or Sales people.

Similar to public politics - the climb to nearly every boardroom is over the top of bodies.

1 + 1 does not make 2 as far as board positions are concerned. What seems to drive many boards is the cosy duopoly between their remuneration and the CEO's remuneration. Their remuneration is here and now - the damage they cause comes back to bite some years later (in many cases).

Have you ever noticed that directors are a bit like birds?

They follow each other and stay in close 'family' sub-groups. Equally, interesting to look at which directors are on the remuneration sub-committees across organisations.

Equally interesting is how they 'benchmark' the director's fees against other company's director's fees.

Ever heard of a daisy chain?

Yep spot on RAM. The bird species would actually be vultures when referring to lawyers.

When I called then corporate accountants I was describing the mindset rather than the profession.

 

[Reeldeel]

By the way, 4 hours and still no call back. Guess I'll have to ring again.

 

[AustraliaPoochie]

Tongue in cheek, get a cheap hands free set that call centres use, the thing that clips to the ear.
Lets you use your hands to do other things.
I have had to call 131313 many times in the past few weeks, and have timed it that usually there is a very likely chance my call will get answered by silence at a 30 mins point, where the call will automatically hang itself up.
Another call will elicit a wait time of 15 mins. This is when I get a pick up.
So far, I have not elected for the call back.
Always listened to the twaddle that plays while on hold.
Granted I have not had any complex bookings.
By the way that QF keeps doing equipment swaps for my ideal flight (330) for a 737 on 11 Jun, I don't think they really care (as we all know by now).

 

[RAM]

Tongue in cheek, get a cheap hands free set that call centres use, the thing that clips to the ear.
Lets you use your hands to do other things.
I have had to call 131313 many times in the past few weeks, and have timed it that usually there is a very likely chance my call will get answered by silence at a 30 mins point, where the call will automatically hang itself up.
Another call will elicit a wait time of 15 mins. This is when I get a pick up.
So far, I have not elected for the call back.
Always listened to the twaddle that plays while on hold.
Granted I have not had any complex bookings.
By the way that QF keeps doing equipment swaps for my ideal flight (330) for a 737 on 11 Jun, I don't think they really care (as we all know by now).

Echo the sentiments but slight variation. I use a cheap fixed line portable phone ($19.95 Telstra on sale) so I can walk around while waiting. I think the longest was over 2 hours once and I was getting very concerned that the battery would run out and I'd be forced to hold a handset instead.

Amazing how many different tasks you can do while waiting - getting the wheelie bins in after the truck's been by, emptying the compost, reading a newspaper, finally sorting through a pile of 'to do' paperwork. Makes the time fly by (no pun intended...).

As I live under the centre line for the E/W runway about 45 seconds from landing - the operators occasionally get a surprise when they eventually answer my call.

Karma?

 

[Reeldeel]

Option of 1 hour wait time, take the callback option, no call back!

Dealbreaker!!!!!!

 

[Wong.a]

Requested a call back option once… did get a call back a few hours later, which was nice. Another time I called through and despite the wait time being listed as ~46-102 minutes (kind of specific…) they put me through after around 8 minutes of waiting on the line. So YMMV. At least their hold music is reproduced not-terribly.

 

[RAM]

Called the FF number this morning to ask about a Classic Rewards Intl booking. Waited 12 minutes.

All that cleaning up that didn't occur.

 

[Mattg]

My frustrations with the call centre wait times continue...

Is there any reason that they wait until after offering the call back service to tell you how long the estimated wait time will be?

 

[bam71]

The Brisbane call centre closed up yesterday. Now there is only HBA and AKL.

 

[russ]

Now all they need to do optimise costs is close HBA and AKL as well

 

[ajd]

Called up yesterday, didn't get offered a callback, hung up about 2 or 3 minutes after being told the wait was over an hour, when I decided I have better things to do...

Contrast with VA, who I had called an hour before calling QF (for the purposes of cancelling a booking so I could rebook with QF...) - they answered my call within 1-2 minutes. Admittedly the operator wasn't the best English speaker, but after some initial miscommunications were overcome, everything was done within 10-15 minutes of me first picking up the phone.

 

[N860CR]

Called yesterday, just over 2 hours on hold before somebody answered.

 

[alanbgtan]

Qantas thinks they are high & mighty & inadvertently losing their customers.
I rang on Monday 9pm and waited for two hours. Ridiculous! I just hung up and took my business elsewhere. Let's see who will win?! There are plenty of good competitors out there

 

[Scash]

Have a rewards booking for MCY SYD PER. Qantas for whatever reason (operational apparently) decided to change the departure time from MCY so it meant I got to SYD 2 hours after my connecting flight departed. Got on the phone to the call centre and waited about an hour to talk to someone. They really had no interest in my issue and problem was not satisfactorily resolved. Just got the standard response and had to push hard to get anywhere. Had to call back again and this time I left a call back message and did get a response, but not till several hours later. I also used the live chat and in total I reckon I spent four hours or more on the phone. Finally got a supervisor to ring me back and a compromise was reached (I now have to drive to BNE and fly out of there) but still waiting on a refund to come through from Qantas. Customer service…what customer service.

 

[SemiElite]

Our Contact Centres are experiencing higher than usual call volumes. They are available 24/7, so please do try again.

Alternatively, you can try Web Chat or getting in touch with our social media team on Facebook or Twitter.

Simply not acceptable!

 

[sitdown]

Called yesterday PM, put phone on speaker, hung up after 2 hours 43 minutes

 

[davec]

My wife called yesterday (as a NB) and got the message that the wait was 2 hours but that she could request a call back. Which she did, and when QF called back later that arvo (as predicted) it was a perfect example of great customer service (in the face of 'higher than usual' call volumes) that left her quite satisfied!

 

[pthomson]

I couldn't agree more, the length of time to get a Customer Service Officer is becoming outrageous. I have even resorted to using their call back process and never received a call back!! So that isn't working. I know I am only a silver status but the one time I did receive a call back recently it was nearly 2 hours later!!

 

[zoomzoom]

QF regards passengers as self loading cargo. Best thing I ever did was dump them for international travel. Other carriers are much better, better value, more flights, more destinations, value your business. Stuck with QF for domestic travel but use VA where ever possible.

 

[gadabout]

As Platinum, I do not have the long wait, but the agents they have in Hobart are not very experienced. After 3 major errors they made on 3 successive trips, the last of which caused me great inconvenience and panic, not to mention an expensive phone call back to Australia, I have stopped using QF for most international bookings.