QF call centre discussion

[ozbeachbabe]

By contrast I called virgin on Friday late afternoon/early evening. I had no membership status and was answered within 1 minute. The operator was really helpful and efficient.

I waited 30 seconds for VA as I had to call to advise ff nbr and allocate a seat none of which I was able to do online as booked by a third party.

Didn't need to call QF in this instance as I was able to do the above via their website.

Well Virgin are losing so much money flying around half empty planes it could just be a sign of how weak their demand is.

I think VA probably have more operators in the call centre. But the calls might be less complex due to having less international flights than QF.

Not sure what bank you are with but i don't wait that long. Banks i usually only wait a few minutes.

I find ANZ are excellent. Suncorp used to be good but wait times are ridiculous of late like 30 mins.

 

[Scash]

Called just after 7:00am this morning and got through pretty much straight away, only then to be told that I chose the wrong option . I was then transferred to the correct section and again my call was answered almost straight away. Spoke with Shaun (Sean?) who identified himself as being with “premium” which surprised me as I am NB (but ticket is J so maybe that helps) and he was very helpful. He couldn’t resolve my issue straight away as there was “system issues”, however he said he will sort this out and call me back. Very impressed.

 

[Scash]

Called just after 7:00am this morning and got through pretty much straight away, only then to be told that I chose the wrong option . I was then transferred to the correct section and again my call was answered almost straight away. Spoke with Shaun (Sean?) who identified himself as being with “premium” which surprised me as I am NB (but ticket is J so maybe that helps) and he was very helpful. He couldn’t resolve my issue straight away as there was “system issues”, however he said he will sort this out and call me back. Very impressed.

Happy to say Shaun called back and confirmed that problem is sorted. Very very happpy, particularly as my request was to change dates on a reward booking and also upgrade to F. First time F and only flying SIN BNE (with EK) but very excited. Thank you Qantas.

 

[Mattg]

I just had to call Air New Zealand. They advised that they were experiencing "longer than normal wait times" due to adverse weather conditions in NZ today. I still got through (with no status) within 3 minutes!

 

[blackcat20]

Called QF at noon and waited almost 40 mins but problem sorted out very quickly by a Premium desk agent.

 

[Mattg]

Well it looks like not much has improved since last year.

I just called Qantas. Was told that there would be a 2-minute waiting time. After 5 minutes on hold they hung up on me!

I called back and was told the wait time would be 4-5 minutes. The call was answered after 25 minutes (and that's as an SG)... sigh.

 

[marki]

Well it looks like not much has improved since last year.

I just called Qantas. Was told that there would be a 2-minute waiting time. After 5 minutes on hold they hung up on me!

I called back and was told the wait time would be 4-5 minutes. The call was answered after 25 minutes (and that's as an SG)... sigh.

WTF really that's bad bad behaviour on QF' s part

 

[Tallfont]

I have been attempting to get a status fast track since February. I have sent the required paperwork three times and anyway last week I received an email stating:-

"We've attempted to call you regarding the Status Fast Track enquiry but have been unable to reach you directly and have left you a message for you to call us back.

So we can discuss your enquiry in more detail with you, can you please call us at your earliest convenience on 13 11 31 between 7am and 7pm (AEST), Monday to Saturday, where a member of our team will be happy to assist. If calling from overseas visit qantas.com/contactfrequentflyer for your local contact number."

So on Saturday afternoon I thought I might give them a call. Hopefully shouldn't be too many people calling at that time. 40 minutes later I get to speak to someone. The young lady who I spoke to couldn't do anything and said that they were currently still looking at the status fast track and would get back to me. So, why send me the email in the first place!

I guess I could handle a 40 minute wait if there had been an outcome (either positive or negative) but to wait 40 minutes, speak to someone that had no idea and blow $30 on a phone call (from overseas) is just rubbish.

 

[ausfox]

I report with pleasure that I was answered within 1 (one) minute today and was helped very politely through my request by Frank.
This is not gloating but giving a positive spin in the face of the many negatives being reported.
Thanks .

 

[Sdtravel]

So today one of our execs who runs our call centre and client support team gave a presentation.
He mentioned that generally 2 minutes is the goal for answering a call for anyone who is already a customer. 30 seconds for anybody new.
Generally anyone who is already a customer and paying for a service is willing to wait more than someone who is new and wants to join.

Interesting and probably obvious when you think about it but it probably plays into QF's factoring of call centre waits. Im not saying the current wait times are ok by any stretch but i thought this was something worth mentioning here.

 

[Quickstatus]

So today one of our execs who runs our call centre and client support team gave a presentation.
He mentioned that generally 2 minutes is the goal for answering a call for anyone who is already a customer. 30 seconds for anybody new.
Generally anyone who is already a customer and paying for a service is willing to wait more than someone who is new and wants to join.

Interesting and probably obvious when you think about it but it probably plays into QF's factoring of call centre waits. Im not saying the current wait times are ok by any stretch but i thought this was something worth mentioning here.

Yep loyalty is never rewarded

 

[JohnK]

This is not gloating but giving a positive spin in the face of the many negatives being reported.

Positive spin is good but unfortunately issues still exist and it's not going to get better. Waited 10-15 minutes the other day which to be honest is not good. Feel sorry for those without status.

 

[MEL_Traveller]

Positive spin is good but unfortunately issues still exist and it's not going to get better. Waited 10-15 minutes the other day which to be honest is not good. Feel sorry for those without status.

Many on here don't value QF silver - but at least with that low status I still get the offer of a call back. Calling for a family member (bronze) I was on hold for hours

 

[Plutonus]

Meanwhile over at Virgin no status and call answered immediately.