Qantas' South African call centre is an embarrassment

[Mattg]

I just had the misfortune of being put through to the Qantas call centre based in Cape Town. So far I've only heard about how bad it was from other people - apparently the staff there often get even basic information wrong - but today I finally got to experience it first hand.

My request was simple enough. I wanted to book a one-way award flight that wasn't showing on the Qantas website but had plenty of availability.

After waiting for ages on hold, the first 30 seconds of the call I spent listening to background noise from the call centre before the consultant actually started talking to me. I then relayed my request and she put me on hold for ages while she calculated the points required. She then put me on hold again for ~15 minutes to calculate the taxes, only to then tell me that the flight no longer had any availability.

As any good AFF'er would do, I decided to HUACA. The next call was answered by somebody in Hobart - what would you know, the availability was there all along, and she was able to book everything in ~5 minutes without issue.

Now, I don't know why the CPT-based call centre is so bad - maybe it's poor training, or poor product knowledge, or perhaps the consultants there aren't empowered to do anything beyond the basics. To be fair, at least the lady I spoke to was at polite. But seriously, Qantas should be ashamed of the service coming out of that call centre.

 

[Pushka]

I just had the misfortune of being put through to the Qantas call centre based in Cape Town. So far I've only heard about how bad it was from other people - apparently the staff there often get even basic information wrong - but today I finally got to experience it first hand.

My request was simple enough. I wanted to book a one-way award flight that wasn't showing on the Qantas website but had plenty of availability.

After waiting for ages on hold, the first 30 seconds of the call I spent listening to background noise from the call centre before the consultant actually started talking to me. I then relayed my request and she put me on hold for ages while she calculated the points required. She then put me on hold again for ~15 minutes to calculate the taxes, only to then tell me that the flight no longer had any availability.

As any good AFF'er would do, I decided to HUACA. The next call was answered by somebody in Hobart - what would you know, the availability was there all along, and she was able to book everything in ~5 minutes without issue.

Now, I don't know why the CPT-based call centre is so bad - maybe it's poor training, or poor product knowledge, or perhaps the consultants there aren't empowered to do anything beyond the basics. To be fair, at least the lady I spoke to was at polite. But seriously, Qantas should be ashamed of the service coming out of that call centre.

When is a call likely to go to Cape Town? I had a weird experience yesterday after being put on hold then could hear they’d come back then it was disconnected. So an obvious need to HUACA and it was sorted. Then my partner received a text message to say he’d been disconnected, yet I had made the call through my own account, and only my telephone number is in that profile. He just happened to be on the booking.

 

[Mattg]

When is a call likely to go to Cape Town?

I would say probably if you call during the night/outside Australian business hours. The call centre is intended to handle calls mainly from Europe.

I called at 7am AEDT.

 

[Aussiejosh]

I called at 4am AWST yesterday and had a woman who didn't want to even help. Just gave up and will call back another time.

What was even more annoying was it told me there was a 20/25 minute wait so I decided to select a call back. Not even before I finished on the phone I had the call back number ringing me.... So there was actually no wait

 

[calmelb]

I would say probably if you call during the night/outside Australian business hours. The call centre is intended to handle calls mainly from Europe.

I called at 7am AEDT.

I guess I’m lucky being a night owl so that when I’m in the UK I usually end up ringing during Australian/ New Zealand hours.


Also is the premium call centre in NZ or Hobart? I know the P1 team is in Canberra

 

[Pushka]

I would say probably if you call during the night/outside Australian business hours. The call centre is intended to handle calls mainly from Europe.

I called at 7am AEDT.

It was around 11am yesterday. I did pick up an accent but couldn’t identify it. I also had the option of the text communication - and doing it all by text. Cannot imagine that. And I was thinking, I haven’t had the web chat available to me for weeks! Have they stopped that?

 

[Mattg]

Also is the premium call centre in NZ or Hobart? I know the P1 team is in Canberra

That one is in Hobart, I believe.

 

[TheInsider]

The premium call centre is in Hobart.
The general call centre is located in NZ.
The overflow and European call centre is located in South Africa, this also handles callers who don't put their frequent flyer number in, but obviously overflow for 'premium' customers too.
The chat people are based in MNL and i think some in AKL still.

 

[calmelb]

The premium call centre is in Hobart.
The general call centre is located in NZ.
The overflow and European call centre is located in South Africa, this also handles callers who don't put their frequent flyer number in, but obviously overflow for 'premium' customers too.
The chat people are based in MNL and i think some in AKL still.

I find both Hobart and NZ are very good at their jobs and usually know what to do

 

[VPS]

Does anyone know the hours of the Hobart call centre?

 

[RickyT84]

I also had the option of the text communication - and doing it all by text. Cannot imagine that.

I used the text/SMS communication function the other day for a qantas gift voucher which 'expired' and the team was quite helpful and managed to book a flight for me using the voucher. The response from the team was quick and the issue was sorted in about 10 mins.

 

[Pushka]

I used the text/SMS communication function the other day for a qantas gift voucher which 'expired' and the team was quite helpful and managed to book a flight for me using the voucher. The response from the team was quick and the issue was sorted in about 10 mins.

How does it actually work?

 

[TheInsider]

How does it actually work?

Just through normal SMS messaging. Call up, and it offers for you to use the texting function.

 

[TheInsider]

Does anyone know the hours of the Hobart call centre?

AFAIK it's about 0500-2300ish.

 

[Flying mermaid]

How does it actually work?

I used it a few weeks ago for a simple request and it was terrific. I had phoned the call centre and it gave the long wait time message and then it said I could use the sms service. I was sent an sms and when I confirmed I had received it (this was all done via the automated service, by pressing buttons), I was then told to hang up and after that I could send my request as a text, it was rapidly replied to and my request done. All done and dusted in maybe 15 minutes. It was a simple request though.

 

[Pushka]

Just through normal SMS messaging. Call up, and it offers for you to use the texting function.

Yes, and then you text. So do you describe the problem and do they just text back? Usually when I have the need to call up it’s too complicated for a text.

On the 2 calls yesterday I got the option for text plus the long wait message but call was answered within a minute anyway on the premium line.

 

[Familyman1]

I think it is time to resurrect this thread. I agree that the South African Qantas call centre is useless and Qantas management have to fix this problem. I am convinced from my experience over the last few days, that they don't even have access to Cathay Pacific award seat availability - information that the general public have via the Qantas web site. Just appalling!! I need to change a Cathay flight but I keep getting put through to the South African office. I am using HUACA policy at the moment but just a simple flight change is taking days. (By the way - the flight change was caused by Cathay cancelling all HKG to Cairns flights from October.)

 

[mrsterryn]

Husband has had problems with them as well. He rang when the last DSC deal was on as he couldn't get a non sale fare online.
He said the guy was helpful but a bit vague . Apparently he guaranteed it wasnt a sale fare and therefore eligible so husband bought the tickets via the CC not charged as it was not able to be purchased online
Husband logged onto his Qantas record to check seat allocations on another flight and his Europe flight at end of year was not there.
He promptly rang back , received an apology and was advised that South Africa CC staff do need some more training.
Mind you husband did put his FF number when he rang the first time so no idea how the flight was not connected to his number

 

[Scarlett]

Qantas - The Australian Airline. It says so on their aircraft.

Well except for many of the call centres.
And the overseas maintenance.
And certain cabin crew.

Are Australian wages really that problematic?

 

[TheInsider]

Qantas - The Australian Airline. It says so on their aircraft.

Well except for many of the call centres.
And the overseas maintenance.
And certain cabin crew.

Are Australian wages really that problematic?

Ohh c'mon.
Yes the overseas South African call centre is rubbish - Mind Pearl (they also do other airlines) (but their main call centre is in Hobart and Auckland)
Overseas maintenance - well nearly all maintenance is actually done in Australia (also remember these aircraft aren't built in Australia)
Only OS cabin crew are from NZ, and that's it.

Facts!