Qantas online chat - customer service live

[pauly7]

I have used Qantas chat a couple times to sort out some problems with cancelled flights (I had already cancelled them) mainly to get an insurance letter. First chat was 1hr 18m long I got a transcript. But she didn't deliver on what she said she would do. Next time was this week late one night. The guy was excellent and sorted my problem and filled in forms for me etc.

Apparently the "Webchat" window only pops up when agents are free and can see you are looking on the Qantas site. I have tried logging in in the morning hoping that the web chat window would pop up, but 3 out of 3 days no go. It seems later in the evening is best.

Mornings are good to for them to spot you. Jetstar have a secret way to trigger the chat and bypass the Ask Jess ‘Sorry all live agents are free’ issue that happens at peak times - but haven’t discovered the ‘official’ Qantas back door yet!

 

[serfty]

Tried the link posted by xco?

I have not been successful the couple of times I have tried that:

 

[serfty]

Apparently the "Webchat" window only pops up when agents are free and can see you are looking on the Qantas site.

See my earlier post:

It appeared on the left margin of my MMB window this morning (as a small red tab).

I was looking for it as I had just made an award booking and as usual was having issues getting my QFF number into it.

 

[ellen10]

Well I did try the Facebook method via messenger.
I spoke or (msgd) to a couple of agents(?) The last one I got was last night and they said they will get back to me in 48 hours.

 

[N860CR]

Wouldn’t waste your time with a 280k J award on online chat. Tried exactly that and was totally lied to (“seats are not available” - they were).

The staff member couldn’t understand what I was asking and was of no help. Waited 2 hours on hold for somebody equally hopeless who at least got it fixed (with difficulty... and with me holding their hand)

 

[Natalie Z]

I've clicked the online help button perhaps 12 times in the past week, and each and every time (no matter what time or day) I receive a "Sorry, we're busy assisting customers, but please call us" type message. Ugh. Don't offer the service if it's not there.

 

[Dalek]

My daughter had the online chat session come up the other day while she was struggling with seat selection for an A380 Y trip to LHR. I was fairly skeptical that it would be of any use as the system wouldn't allow her to select any seats. The agent asked what seat she wanted, I jokingly suggested one of the seats in upstairs Y. She has no status but the agent was happy to oblige - one satisfied customer!

 

[serfty]

Thanks to @xco for posting the link - needed to contact Qantas from the USA and the shortcut was not appearing.

It worked this time.

 

[perthjay85]

I had to use the live chat last week to try and get an award booking.
After trying to confirm the award booking I kept getting an error after confirming the bookings, this happened over 10 times, I tried phoning but as a lowly bronze I was informed it was over an hour wait.

The live chat popped up and within 2 minutes I was chatting away. After 15 minutes of explaining what I wanted to do and what was happening I was informed the chat agent was having the same problem I was having. After a total of 2.5 hours on live chat my award booking was confirmed and I was given a booking reference.

Unfortunately being ecstatic at having this booked I didn't ask for a ticket number like I have read so many times I should have asked for. Anyway I checked for payment the following day on Saturday and discovered it hadn't been taken.

So I was back on live chat with another agent who told me the booking was cancelled because payment wasn't made within the same day as the booking. After a total of 2 hours I was in exactly the same boat as the night before and I could not get a ticket number or payment to be taken, even though this second agent told me it was booked again.

I decided to phone to try and get this all sorted after a total of over 5 hours on live chat. It took me being on hold for 1 hour & 45 minutes before I was connected to an agent and another 1 hour & 30 minutes before the agent was able to process payment and my award bookings were confirmed.

Sorry this was just an overall rant, nothing that important.

 

[serfty]

Sorry this was just an overall rant, nothing that important.

Certainly it's important - It shows that you really should note and document everything.

 

[perthjay85]

Certainly it's important - It shows that you really should note and document everything.

You're correct. I noted everything but was too excited. Then I remembered my training that I've learnt from this website and tried not taking no for answer.

But I'm thankful for everything I've learnt here because without it I would have thought the second live chat would have been sufficient.

 

[Scott K]

I had a live chat to sort out a booking issue under my wife's name. It come up costing substantially more than had I have just brute booked it and sucked up some fees on their website. Last time I had such an issue I used the phone, and they sorted it out without any cost.
I've found chat to be okay for some things, but I think with less of a person-to-person interaction the outcome can be slow and often not what you wanted for something a bit more advanced.

 

[albatross710]

Chat can be convenient for me as I'm working on my laptop anyways and I can just put the chat window to the side. If I'm on their phone for 90 minutes it doesn't allow me to anser other phone calls from my clients if needed (exactly the things they do to us)

I would like to use the Qantas chat. BUT the chat option is not always available on the website. Sometimes it's there, sometimes not.

So now it's

10 minutes to dig around trying to get the chat window
90 minutes on the phone.

Lesson, chat has to be reliably available otherwise it's a distraction.

Alby

 

[blackcat20]

Tried using chat yesterdayi but once I click on it the window opens with a close button at the top and nothing else.

 

[albatross710]

Tried using chat yesterdayi but once I click on it the window opens with a close button at the top and nothing else.

Yep, those sort of things happen to me too. Sometimes it opens immediately, sometimes now.

Have complete two chat sessions this morning, yes the problem was resolved but it was a conversation over 40 minutes, instead of a quick 2-3 minute interaction. Means having to stay close to computer

 

[Franky]

Lesson, chat has to be reliably available otherwise it's a distraction.

Alby

and needs to be accurate as well...