Qantas Call Centre

[Flying mermaid]

Isn't the onshore call centre in HBA now ?

I try to phone mid afternoon and I seem to get Hobart - always get good service. I have had New Zealand a few times and they are very inexperienced (or at least the ones I have had are).

 

[NZ_Flyer]

Just had a very positive experience with the AKL call centre. Needed to get a quite complex change done. Called QF and got a call back. Premium agent (from HBA call centre) friendly and wanting to help but basically said what I wanted couldn't be done. So I tried a different tact and sent Qantas a private message via Facebook. They were quick in getting back to me and with only a couple of to-and-fro messages with some more info, they were able to make the changes I want at an excellent price and they even confirmed with the FF team that the booking would still be eligible for DSC. They then called me to take payment, and before they called they made all the changes to the booking so all I had to do was give over credit card info and it was all completed in a couple of minutes. On the phone, the agent said she was based in AKL and after they closed the BNE call centre, they expanded AKL. She was the same one I was communicating with on FB, and she said if I need anything else just send a FB message and it will all be sorted!

 

[N860CR]

Called AKL last night (late, about 1am Sydney time) to have a QF freq flyer number taken off two bookings and an AA one added. 15 minutes on hold, 20 minutes for the agent to do it. After the call, I logged in to see one booking with no number attached (so that was easily fixed) and the other with the QF number still on it.

I've been on hold for half an hour now... I note that at the 30 minute mark, the music changed to the old chior kids from 10 years ago singing. Perhaps they try to pull the nationalistic string when the times start getting really excessive.

 

[N860CR]

Just trying to call back again now after the FB team didn't answer me. Hold times "greater than one hour". We'll see if the call back option works.

Must say I'm looking forward to burning my QF points and finally ditching them

Edit - call back after -1:45. Staff member again struggled with a basic frequent flyer number removal including a protest that it couldn't be done.

 

[Mattg]

The call centre agent I spoke to today said that the staff turnover at the moment (particularly in AKL) is pretty high. It's not hard to see why - they must cop a lot of abuse from customers that are angry about having to wait for hours on hold before they even get a chance to speak to somebody!

 

[N860CR]

I also get the impression that they're not being trained very well which won't be helping.

 

[Mattg]

I also get the impression that they're not being trained very well which won't be helping.

Actually, the guy I spoke to today said that newbies go through a 5-week training program. I reckon that's not too bad...

 

[N860CR]

Actually, the guy I spoke to today said that newbies go through a 5-week training program. I reckon that's not too bad...

That's not bad. Maybe they're just not paying attention.

 

[N860CR]

Honestly... who would have thought getting a frequent flyer number removed from a booking would be such an ordeal! I've now spent in total about 3 hours on this including speaking to two people on the phone. The social media team weren't helpful either so I'm guessing this has also been further outsourced.

Amazing how things have changed in just a few short years.

 

[Mattg]

Honestly... who would have thought getting a frequent flyer number removed from a booking would be such an ordeal! I've now spent in total about 3 hours on this including speaking to two people on the phone. The social media team weren't helpful either so I'm guessing this has also been further outsourced.

Amazing how things have changed in just a few short years.

Have you tried using "manage my booking" on the Qatar Airways or Royal Jordanian websites? You should be able to change the FF number attached to the booking on there.

 

[katiebell]

Actually, the guy I spoke to today said that newbies go through a 5-week training program. I reckon that's not too bad...

That all depends on the quality, usefulness and relevance of the training.

 

[N860CR]

Have you tried using "manage my booking" on the Qatar Airways or Royal Jordanian websites? You should be able to change the FF number attached to the booking on there.

Thanks. That's something good to know.

RJ shows both my QF and AA numbers...