Qantas Call Centre

[**TBA**]

Is the Frequent Flyer email for Qantas answered by Call Centre staff? Is that why the response times have blown out for the email as well?

I sent through my boarding pass for an Air Berlin flight (booked in Y), it took them a week to respond to say the fare wasn't eligible - the website says otherwise (am I missing something?) so I responded, and now it's been another week since my followup with no response..

Not a big deal, but it used to take less than 48hrs to get SCs posted.

(and hi, I do read the forums everyday I just don't contribute much / at all)

 

[Ultan Lankford]

Just about to pass the 2 hour mark.... For a top tier world airline, its simply not acceptable.

 

[JessicaTam]

Just about to pass the 2 hour mark.... For a top tier world airline, its simply not acceptable.

Yikes, that's awful.

What's your QF status?

 

[Ultan Lankford]

Yikes, that's awful.

What's your QF status?

Lowly Bronze. Still though not acceptable.

 

[JessicaTam]

Lowly Bronze. Still though not acceptable.

Yep, still awful.

 

[Dr Ralph]

Just about to pass the 2 hour mark.... For a top tier world airline, its simply not acceptable.

Qantas just don't care about this issue.

Use the call back option.

 

[Ultan Lankford]

Unfortunately, I never got the call back option. I wish they offered it, as I find it handy.

 

[davidj]

How can this still be an issue? There are multiple reports of pax hours waiting on the phone and still has not been addressed. Not sure how this is okay.

 

[Mattg]

How can this still be an issue? There are multiple reports of pax hours waiting on the phone and still has not been addressed. Not sure how this is okay.

Your guess is as good as mine.

As a gold member, I'm still waiting up to an hour sometimes. It's completely unacceptable. Almost every time I call now, I make a point of asking what management is doing about the wait times. I'm always told that they're working on a fix, but they can never tell me what that might be or when we can expect to see any improvements. They've been saying for months now that things will improve. They haven't.

If someone from Qantas is reading this: Please hire more call centre staff before your customers desert you.

 

[N860CR]

I'm really quite sure it's all intentional and the end result will come soon enough.

Qantas closed several Australian call centres and moved them to NZ for the slightly cheaper labour costs. We'll get a press release from Qantas shortly stating that they tried to keep the service in the Aus/NZ market however due to very poor customer satisfaction, they've decided to open an "enhanced" call centre in Manila.

Are we going to complain? At least the phone will get answered.

 

[Princess Fiona]

I'm really quite sure it's all intentional and the end result will come soon enough.

Qantas closed several Australian call centres and moved them to NZ for the slightly cheaper labour costs. We'll get a press release from Qantas shortly stating that they tried to keep the service in the Aus/NZ market however due to very poor customer satisfaction, they've decided to open an "enhanced" call centre in Manila.

Are we going to complain? At least the phone will get answered.

Isn't the onshore call centre in HBA now ?

 

[Steady]

Isn't the onshore call centre in HBA now ?

Yes, I believe so

 

[Magpie10]

From what I understand staffing levels in HBA very low.....but when you get through they do a great job.

 

[N860CR]

Isn't the onshore call centre in HBA now ?

Hobart has been there for a long time and yes, it's the only remaining one. Brisbane and Melbourne are long gone. Melbourne was always the standout performer and a lot of the staff actually transferred down to Hobart which explains the pickup in performance down there.

My experiences with the new team in NZ haven't been very good. The call centre manager there has never worked in the airline industry before and has only a basic knowledge.

 

[Ultan Lankford]

Have to concur, when my call was answered after a two and a half hour + wait, the lady on the other line was not that great and I could hear the kiwi accent. When I rang back yesterday, a call back was offered and the person who answered was someone from the premium service team, and they were very good.

As an aside, the chat is terrible, absolutely terrible. Never have I seen anything so bad. They should axe it or get better people on the other end as it will be the cause of more headaches down the line. Apparently, its in Cape Town, South Africa, well thats what I was told on the chat.

 

[pauly7]

Have to concur, when my call was answered after a two and a half hour + wait, the lady on the other line was not that great and I could hear the kiwi accent. When I rang back yesterday, a call back was offered and the person who answered was someone from the premium service team, and they were very good.

As an aside, the chat is terrible, absolutely terrible. Never have I seen anything so bad. They should axe it or get better people on the other end as it will be the cause of more headaches down the line. Apparently, its in Cape Town, South Africa, well thats what I was told on the chat.

To the contrary my experience with the live chat has been brilliant, I've had loads of fiddley things fixed up and I also love having a written confirmation of what I've discussed as well.

 

[zoomzoom]

QF don't care guys, they make heaps of money , pay big bonuses to management, peanuts to staff..........and treat pax as self loading cargo. Wake up, spend your money where you get value and service

 

[Cool Cat Phil]

QF don't care guys, they make heaps of money , pay big bonuses to management, peanuts to staff..........and treat pax as self loading cargo. Wake up, spend your money where you get value and service

Where do you suggest?

 

[N860CR]

Where do you suggest?

I was a WP for years and after a few too many Qantas horror events, I ditched them. I now fly with the most convenient airline and don't worry about status etc. The only reason I'm flying Qantas next is because I wanted the SYD-JNB direct.

When I needed to be in Japan this year, I just flew ANA. Yangon, flew Thai. Phnom Penh, flew CX/KA. It's very nice to have the freedom of choice

 

[wannabeinvestmentbanker]

To the contrary my experience with the live chat has been brilliant, I've had loads of fiddley things fixed up and I also love having a written confirmation of what I've discussed as well.

Totally 100% agree - I've had issues fixed on the live chat that call centre people said could not be fixed. Definitely a valuable resource