QF call centre discussion

[MEL_Traveller]

As a PS, over the last few months each time I've called they tell me wait times are higher than usual. This is every time I call. Therefore, 30 - 60 minutes is normal.

Well - I don't understand.

Call wait times used to be pretty much zero for platinum, and somewhere in the region of 0-2 minutes for silver and gold.

Now 30-60 minutes is normal for the lower tiers. Why?

Call centre staff are saying there's been no change. I wonder what's afoot.

 

[QFBOY]

Closing an entire call centre doesn't help matters.

 

[Haplo]

Qantas call centre wait time for NB and non member (2 hours+)

I tried calling Qantas in order to link a booking that I made for my mum with an existing booking for me traveling on the same date in the afternoon on Tuesday (29th) and putting her NB numbers in I got a message that the current wait time is more than 1 hour - it turned out that I waited exactly 2 hours and 1 minute before an agent picked up a call and when I asked why it took them so long the agent said it is because the credit card system is down and everyone is trying to call, and normally the wait time is a lot shorter - fair enough I thought.

I called again about 2 hours ago (around 7:30pm Sydney time) for a different matter for myself and deliberately didn't put in my QFF number and I got the message that the wait time is more than one hour (after which I hang up), and when I called back and put in my WP number the call was picked up in less than 30 second.

So now I am wondering if the agent on Tuesday is simply following a script as the reason for the delay or whether there is still the credit card problem 2 days later ........ it also makes you wonder for non status member how hard it is to get support whilst at the same time Qantas is aggressively promoting direct booking.

 

[N860CR]

Re: Qantas call centre wait time for NB and non member (2 hours+)

This has been an issue on and off over the years. It seemed to be ok for a while... but lately has been poor again. 2 hour waits are not uncommon

 

[Buzzard]

Re: Qantas call centre wait time for NB and non member (2 hours+)

I rang a week or two ago and as a SG gave up after about an hour.
That said, I did use the call back service leaving my work number, just went home when the call wasn't returned.

 

[Lone Wolf]

Re: Qantas call centre wait time for NB and non member (2 hours+)

2 hours does sound excessive. Can't imagine what would happen if calling from overseas.

There have been a number of threads recently on this, including one from last week.
- On hold with Qantas for 105 minutes and counting - http://www.australianfrequentflyer....m/hold-qantas-105-minutes-counting-73911.html
- QF res wait times - http://www.australianfrequentflyer....nt-flyer-program/qf-res-wait-times-74843.html
- Qantas phone wait times - http://www.australianfrequentflyer....er-program/qantas-phone-wait-times-70798.html

As well as the thread on Premium line:
- Is there still a Premium Desk or has it been "enhanced" ? http://www.australianfrequentflyer....ogram/there-still-premium-desk-has-74774.html

Maybe we can consolidate into a master thread where members report their wait times... and build up the QF service performance report for them!

Where there's smoke ....

 

[Archphoto]

Re: Qantas call centre wait time for NB and non member (2 hours+)

Having to wait that length of time, they should be waiving *any* telephone fees!!!
Outrageous - and God help anyone who has to call from OS, guess QF have been "Enhancing" their Call Centre?

 

[RooFlyer]

Re: Qantas call centre wait time for NB and non member (2 hours+)

Can't you take a hint?

"Hello, this is Qantas. Just go away, won't you? Whatever you are calling about, we don't care.

Have a nice day."

 

[Quickstatus]

Re: Qantas call centre wait time for NB and non member (2 hours+)

My measure of whether a business truly has a customer focus:

1)Length of time waiting to speak with a real person irrespective of customer status/worth
2)Number of times the customer has to repeat their query
3)Number of times the customer is shunted to the next "consultant"
4)Whether a real person in the business takes ownership of the problem.

 

[love_the_life]

Re: Qantas call centre wait time for NB and non member (2 hours+)

My measure of whether a business truly has a customer focus:

1)Length of time waiting to speak with a real person irrespective of customer status/worth
2)Number of times the customer has to repeat their query
3)Number of times the customer is shunted to the next "consultant"
4)Whether a real person in the business takes ownership of the problem.

And it would seem from the anecdotes given that the answer is.........

 

[CJEMNMAC]

Re: Qantas call centre wait time for NB and non member (2 hours+)

This is a complete joke. My brother and family just booked a revenue fare to USA east coast for 5 pax over $10k and had a query to have something clairified / changed on the booking. No status at all and first international trip with Qantas.

Waited around 2hrs 12 mins and hung up as still not answered.

Status aside, there are people that pay a cough load of cash and deserve better as a paying customer.

 

[SimonD]

Re: Qantas call centre wait time for NB and non member (2 hours+)

I was under the impression that Qantas recently closed their BNE contact centre and are now just operating a single office out of HBA. I believe the reason was less calls are being received as more people are booking online these days.

 

[CJEMNMAC]

Re: Qantas call centre wait time for NB and non member (2 hours+)

I was under the impression that Qantas recently closed their BNE contact centre and are now just operating a single office out of HBA. I believe the reason was less calls are being received as more people are booking online these days.

Good in theory, not in practice. Many people report this outrageous wait time yet it does not improve. Either the call volume data is irrelevant or they only have 2 staff working in any 1 shift

 

[dajop]

Re: Qantas call centre wait time for NB and non member (2 hours+)

2 hours does sound excessive. Can't imagine what would happen if calling from overseas.

Anyone with any sense calling Australia from overseas, uses an appropriate phone plan, calling card or Skype or other VOIP service. 2 hours over skype is only about $3. 2 hours from a prepaid mobile in some places is probably only $3-$4 too.

Perhaps the better suggestion is to call an overseas QF number from Australia using Skype or similar .....

 

[MrJetset]

Re: Qantas call centre wait time for NB and non member (2 hours+)

I guess none of you have called BA in recent years...

 

[i want to fly]

Re: Qantas call centre wait time for NB and non member (2 hours+)

my goodness 2 hours wait :shock:that is insane.......

 

[cmon0005]

Re: Qantas call centre wait time for NB and non member (2 hours+)

I posted something similar recently, whereby I called QF reservations using my mother in law Bronze FF number estimated hold time was between 55 mins and over an hour.
I ended up hanging up and calling the Platinum line using my FF #, I was answered in 2 mins.

 

[Flying mermaid]

Re: Qantas call centre wait time for NB and non member (2 hours+)

Perhaps the better suggestion is to call an overseas QF number from Australia using Skype or similar .....

I really, really wouldn't do that! (I am sure that was tongue in cheek). Last year when I discovered that in Rome that Qantas had downgraded us from F to J, I phoned the Rome office to try and sort it out. Total waste of space and ended up having to phone Australia anyway. Now maybe other overseas offices are better, but given my experience, I would be sticking with Australia!

 

[Milefest]

Re: Qantas call centre wait time for NB and non member (2 hours+)

Anyone with any sense calling Australia from overseas, uses an appropriate phone plan, calling card or Skype or other VOIP service. 2 hours over skype is only about $3. 2 hours from a prepaid mobile in some places is probably only $3-$4 too.

Perhaps the better suggestion is to call an overseas QF number from Australia using Skype or similar .....

For most people I'd imagine the 2 hour wait on the phone comes at a greater cost than the price of a phone call

 

[dajop]

Re: Qantas call centre wait time for NB and non member (2 hours+)

I really, really wouldn't do that! (I am sure that was tongue in cheek). Last year when I discovered that in Rome that Qantas had downgraded us from F to J, I phoned the Rome office to try and sort it out. Total waste of space and ended up having to phone Australia anyway. Now maybe other overseas offices are better, but given my experience, I would be sticking with Australia!

Wasn't tongue in cheek. I've had reasonable luck with SG office. You really don't want to be phoning somewhere were QF doesn't fly to though, such as Rome, as then who knows what organisation you will reach.