Qantas phone service deteriorating?

[sye]

Last week I had to call QF twice for international flights (once to change a flight and the other because 7 hours before the flight was due to leave they still hadn't issued the tickets!) and sat on hold for about 60 minutes the first time before my call was even answered (really it was two calls, as the line was disconnected while I was on hold after about 15 minutes for some reason). The second time it was about 90 minutes before my call was answered, and both times the staff were quite unhelpful. You'd think they'd give better treatment to gold FF's, but there you go.

This is quite at odds with what I've experienced in the past when calling about domestic flights, I've always gotten through quite quickly/straight away and they've been super friendly and helpful, even to the point of waving the change fees for me.

My point here isn't to complain, but to ask if anyone else has had similar experiences or if this is just a once off thing during a busy week?

 

[Pushka]

I have rung Qantas perhaps five times in the last two weeks and have found them to be really good. Maybe rung at a bad time?

 

[mannej]

90 minutes for a Gold sounds a bit off? Waited 20 minutes for a bronze related query recently, and yes the person on the other hand was very unhelpful. The the QP number and was answered in 4 with a much more helpful staff member.
Guess it is luck of the draw.

 

[cgoh]

I have rung Qantas about 7 times over the last 3 weeks and each time my call was answered within 5 minutes. 6x phone calls were relating to flight changes and dealt with promptly. Once was relating to booking an award flight that was within 24 hour of departure (screwed by Jetstar!) and the guy on the phone was superb. Told him my problem with Jetstar and he instantly offered solution that assisted me!.

 

[aoz48x]

Im a bronze ff and have rang a couple of times over the last few weeks and have always been answered with 5-10mins. So dont understand your comment about waiting times. Service is always good and if they can help they will.... Dont know what you were asking so cant comment on whether they could/should have been able to help

 

[JohnK]

I know it is only trivial and I am not complaining but I have noticed that as a Platinum the line takes a little longer than usual to be answered.

The call centres may have less staff with the recent 'enhancements' QF has been doing to the business....

 

[straitman]

My only recent experience was quick and efficient and no service assistance charge.

 

[ozmille]

Same here very quick and impecable service. Was able to change a booking for a NB cousin and even had some seats allocated at no cost.

 

[Timba-Jet]

I've never had any issues getting through in a reasonable time (say within 5 min) either as WP or SG in last 2 years.

Service wise, some ok, most good to great. Better luck next time...

 

[mole]

I don't think the service once the call is answered is deteriorating. However, I have noticed increased time on hold the last few times I've called - averaging around 10-15 minutes - and a message at the beginning of the call saying they are experiencing high call volumes.