QF call centre discussion

[Flying mermaid]

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

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.

Maybe we need a sticky of good offices to phone, so that people can skype those ones if wait times are ludicrous . SG might wonder why they are suddenly fielding all sorts of enquiries

 

[Mattg]

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

I've had to call Qantas twice today. I'm SG but still had to wait more than 30 minutes the first time. The second call had a 45 minute wait time. It's extremely frustrating.

 

[tania73]

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

VA gold - wait was 2 mins today.

 

[Quickstatus]

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

I've had to call Qantas twice today. I'm SG but still had to wait more than 30 minutes the first time. The second call had a 45 minute wait time. It's extremely frustrating.

Time to leak to the media. The juxtaposition of poor customer service and financial turnaround will not sit well at all

Customer service should not be limited to statused passengers.

 

[Haplo]

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

I think once I lose my WP status I might book via Amex Travel instead. At least you get better customer service and don't have to wait 2 hours to speak to someone.

 

[JohnK]

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.

If that's the case then poor excuse for poor customer service.

Not Qantas but sent Hotels.com email yesterday regarding a future booking where I believe they have mistakenly included Smoking in the description of the room. Just want confirmation that it's non smoking. They've acknowledged my email but no response 24 hours later. Not good.

 

[Plutonus]

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

Had to wait 90 mins the other day to book a reward seat that can't be booked online, then had the audacity to charge me the assistance fee even though over the phone is the only option. Thanks QF.

 

[Mattg]

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

Hmm. I just got charged the card payment fee for a booking I had to make over the phone as it can't be done online. Credit card was the only form of payment offered. I thought this was illegal?

 

[Buzzard]

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

Had to wait 90 mins the other day to book a reward seat that can't be booked online, then had the audacity to charge me the assistance fee even though over the phone is the only option. Thanks QF.

Hmm. I just got charged the card payment fee for a booking I had to make over the phone as it can't be done online. Credit card was the only form of payment offered. I thought this was illegal?

A PM to RedRoo?

 

[Plutonus]

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

A PM to RedRoo?

I lodged a complaint online with QF, will wait for their response. But a good idea should that fall through, thanks

 

[AustraliaPoochie]

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

A call to QF telephone sales, on 131313, at 22:30 tonight, got me a response as a QF SG wait time of 20 mins.
So, a NB having to wait 2 hours and WP a few secs on the premium line, I am not at all surprised.
I was expecting a hold time of longer than 20 mins, but the customer service assistant who helped me was good.
Reason for call: yep, 19:00 on the 11Jun16 MEL - SYD which was a 330, got cancelled, they put me onto the 20:00 which was the 737.
Had to phone up to change to 14:00 which is a 330.\
As my fare was a subclass of J, was in D, no change fee.
And the other booking ADL - MEL did involve a change fee, its still $80, plus $40 CSA fee, and fare difference.
So if no mistake made in a booking, the change fee still does exist.

 

[N860CR]

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

I note that the beloved RedRoo has been very quiet on this issue

 

[Rallo]

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

NB , I was advised the wait would be 55 mins but at least i was offered the call back feature which I didn't mind.

 

[lufcbrown]

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

1 hr and 45 minutes and still waiting!

 

[DrAndyC]

QF Platinum flying J or F waits forever too...

Hmmpphhh.. THIS IS RIDICULOUS. They didn't ticket a J ticket until 1 day prior to departure (when booked LAST JULY)...and now the credit card details have expired and I received a message here in North America to call them. So here I am....waiting. waiting. waiting. I have an F ticket even in 2 weeks as well, must check that this is ticketed properly too as I'll be in the UK then and was booked with same card....(maybe I can all let you know wait times from all around the world)! No-one should have to wait like this!!! I definitely DO NOT like sitting in a hotel room waiting on the phone when overseas. First call answered at 18 minutes and hung up on! Now waiting again.. Premium service - not! Come on Qantas....sort this phone service out?

 

[Quickstatus]

Re: QF Platinum flying J or F waits forever too...

Hi DrAndyC

What time of day are you calling and what number are you using?

 

[DrAndyC]

Re: QF Platinum flying J or F waits forever too...

Was using the Nth American Number....ended u being routed to a lovely agent who sounded like a kiwi. Second time only took 13 minutes. Thanks for the reply. All good.

 

[franjelley]

Re: QF Platinum flying J or F waits forever too...

yesterdayi left my number for the call back but it never came in the time they suggested (1 hour). I rang again and by then the wait was over an hour so i gave up. I get up at five am, so i rang then and got straight on, of course. By the way, why does it take qantas so long to process and receipt an online purchase?

 

[Quickstatus]

Re: QF Platinum flying J or F waits forever too...

By the way, why does it take qantas so long to process and receipt an online purchase?

What time frame do you mean by "so long" and what is the departure city?

 

[franjelley]

Re: QF Platinum flying J or F waits forever too...

sydney to hong kong, purchased out of sydney. i get virtually instant Itin from UA plus ticketing about 40 mins later tops

What time frame do you mean by "so long" and what is the departure city?