Qantas off shoring FF loyalty call centre

[Cool Cat Phil]

You're talking about reservations this thread is about the frequent flyer "service" centre. Two very different departments. One is operated by Qantas, the other by Tele Tech.

Indeed..... appears as if Teletech are hiring too. Not sure if that’s because of staff turnover or failing to meet their clients expectations.

 

[Scr77]

Indeed..... appears as if Teletech are hiring too. Not sure if that’s because of staff turnover or failing to meet their clients expectations.

Interesting. Thanks for sharing.

 

[edwina86]

Does anyone have an update on which phone number is best to call? I just tried the number on my Qantas Club card (including the local number) and have been on hold for over an hour, ending in me hanging up

All I need to do is select my seats for QF12 because you can't select for both legs/flights online...

 

[serfty]

Does anyone have an update on which phone number is best to call? I just tried the number on my Qantas Club card (including the local number) and have been on hold for over an hour, ending in me hanging up

All I need to do is select my seats for QF12 because you can't select for both legs/flights online...

perhaps tbe web chat portal can help ...

Link here: Engagement Window

 

[edwina86]

perhaps tbe web chat portal can help ...

Link here: Engagement Window

I don't really trust the web chat to make the correct seat bookings...

 

[MEL_Traveller]

I don't really trust the web chat to make the correct seat bookings...

You can try with them, then confirm via the manage booking function.

Are you silver status or above by any chance? Usually that gives you the option for a call back. otherwise wait times of one to two hours are about normal unfortunately

 

[edwina86]

You can try with them, then confirm via the manage booking function.

Are you silver status or above by any chance? Usually that gives you the option for a call back. otherwise wait times of one to two hours are about normal unfortunately

oh that's a good idea, thank you! I finally got through just now. Apparently the Qantas website is down so perhaps that's why wait times were crazy long...

Unfortunately a lowly Bronze so now I know what to expect!

 

[levelnine]

I made a call on behalf of a NB member the other day about a lounge invitation and after a 90 minute wait the operator did not know that Qantas operated a lounge at LHR. Incredible.

 

[MEL_Traveller]

oh that's a good idea, thank you! I finally got through just now. Apparently the Qantas website is down so perhaps that's why wait times were crazy long...

Unfortunately a lowly Bronze so now I know what to expect!

Lol. yeah. They've had a hundred excuses over the years but the 1-2 hour waits are standard these days. They always come up with something to try and explain the lack of resources which is the real reason why they can't handle the volume of calls.