QF Premium Help line closing! (rebutted by Red Roo)

[Mwenenzi]

.....closing time changed from 11pm to 9pm AEST, which is 6pm AWST during summer).

Ergg :shock: You expect Air Sydney to know the time in other places other than Coward St

 

[QPProletarian]

Gee things are going downhill very quickly.

 

[codash1099]

Is this a 'core' or 'non-core' promise? We were told that MASA award bookings were here to stay when they were taken offline and now they have been further 'enhanced'. I also believe the hours of the Premium Desk were cut back about six to twelve months ago (closing time changed from 11pm to 9pm AEST, which is 6pm AWST during summer).

+1. Regrettably "assurances" from QF are a devalued currency.

No disrespect to Red Roo. That would be shooting the messenger when it's the message that's the problem.

 

[hdfb]

Yes QF to consolodate call centres to Hobart
My understanding is that the premium/plat desk is in suburban Melbourne

That is true, my friend works in Camberwell and only fields call from Plat/P1 callers, he's kindly waived the 'change' fees for me quite a few times when needed.

 

[AirKat]

This is awful news if true. I feel like I know most of the P1 team at this stage, and that in itself is an asset to me. They are based in Canberra so assume that they're gone. What a shame

 

[Traveller1955]

I use this service when the QF website cannot deal with my enquiries. I think the move to Hobart will not live up to expectations. Also no offence Red Roo but as a self funded QF WP it is now impossible IMO to retain WP!!!! within the confines of my budget and the changes to OW affiliation flights. I clearly retired too early because if I was still in my Aust Government role I would take the bait and jump to VA status match!!!!!!!!!!!!!!! Please Qantas listen!

 

[straitman]

I use this service when the QF website cannot deal with my enquiries. I think the move to Hobart will not live up to expectations. Also no offence Red Roo but as a self funded QF WP it is now impossible IMO to retain WP!!!! within the confines of my budget and the changes to OW affiliation flights. I clearly retired too early because if I was still in my Aust Government role I would take the bait and jump to VA status match!!!!!!!!!!!!!!! Please Qantas listen!

Another self funded retiree here and feeling your pain.

 

[Wests Tigers]

Self funded Platinum here...yes..Premium help line closed as its a public holiday...gee...am lucky...what would happen if I wasn't Platinum? Send a letter?! Disgraceful...totally...

 

[Red Roo]

This is awful news if true. I feel like I know most of the P1 team at this stage, and that in itself is an asset to me. They are based in Canberra so assume that they're gone. What a shame

The Platinum One team is different to the Premium Desk being discussed in this thread. Both services will continue.

 

[Wests Tigers]

Nevertheless, a platinum not being able to access the premium phone service on a public holiday? (sorry, this airline is closed?!)

 

[JessicaTam]

Nevertheless, a platinum not being able to access the premium phone service on a public holiday? (sorry, this airline is closed?!)

I rang the premium desk with a rather serious problem today at 1600 KUL time, so 1800 MEL time and I definitely got the premium desk. And the proof is that I am no longer in KUL.

 

[QF WP]

I'm glad that Red Roo qualified that there are no changes to the CBR-based P1 team, as their initial comment (post #11) didn't give me the same impression.

Back in the days when I was Plat, I used to stay with my best man in Camberwell and meet some of the Plat team for a drink in The Palace Hotel.

I wonder how many staff are still there that I knew...

 

[JohnPhelan]

This is awful news if true. I feel like I know most of the P1 team at this stage, and that in itself is an asset to me. They are based in Canberra so assume that they're gone. What a shame

No, the P1 team (SST) is remaining in CBR. It's not regarded as a "call centre", so isn't caught up in the move.

 

[BVT]

Always got great service from the WP help desk, including a couple in HBA. Hi Dimitri!

As always, if you are hitting a "computer says no" moment. call again.

 

[monoccular]

Yes QF to consolodate call centres to Hobart
My understanding is that the premium/plat desk is in suburban Melbourne

Moving to Hobart - well, two heads are better than one

 

[katiebell]

Red roo: tell your bosses not to do it!
Why oh why does QF management destroy everything that is good about the airline? The WP helpdesk crew are fantastic: professional, helpful and a real can do/willing to help attitude.
Experience and a training course are two different things and the latter cannot replace the former.
Like others in this post, I self fund my travel and am unlikely to be able to retain WP in my next membership year with the changes to SC (especially as QFi is a virtual airline these days). Time to look at *A as SG is not relevant (I am LTG and fly J on long haul) so where is the benefit of staying with QF for me?

 

[Brisbane Flyer]

I disagree. Every business needs to make decisions, from the outside, they may not appear to be correct (for that one person) but in general a consolidation of any multi sourced service tends to yield better long term customer service.

I've had good customer service in the past, just used the service to book OGG-LAX, calling from USA, who knows where the person who assisted me is located, I didn't inquire as I see it as irrelevant (im also self funded WP/LTG) as the person I talked to was knowledgeable and efficient.

Red roo: tell your bosses not to do it!
Why oh why does QF management destroy everything that is good about the airline? The WP helpdesk crew are fantastic: professional, helpful and a real can do/willing to help attitude.
Experience and a training course are two different things and the latter cannot replace the former.
Like others in this post, I self fund my travel and am unlikely to be able to retain WP in my next membership year with the changes to SC (especially as QFi is a virtual airline these days). Time to look at *A as SG is not relevant (I am LTG and fly J on long haul) so where is the benefit of staying with QF for me?

 

[QF WP]

The disparity of opinion on this move shows the different levels of service provided. Any change is difficult for a person who has liked the service to date, as the unknown breaks down the barrier to exit as they fear it getting worse.

The jury is out for me. Like most here, I had good service from the Plat Desk when available to me, however I have rarely used CS since turning Gold - probably due to most of my travel being Dom and booked online within 1-2 weeks of travel, so unlikely to change dates or flights.

The times I have used CS have been for JASA bookings - so it's been hit and miss (but better than 50% success)

 

[MEL_Traveller]

I disagree. Every business needs to make decisions, from the outside, they may not appear to be correct (for that one person) but in general a consolidation of any multi sourced service tends to yield better long term customer service.

I've had good customer service in the past, just used the service to book OGG-LAX, calling from USA, who knows where the person who assisted me is located, I didn't inquire as I see it as irrelevant (im also self funded WP/LTG) as the person I talked to was knowledgeable and efficient.

sure, every business needs to make decisions... but not every business comes pleading for MY taxpayer money to help them out. Or using MY taxpayer funded politicians to change legislation when the parliament could be doing other things.

i don't necessarily mind them begging for my money... but when they seem to be determined to take away as many benefits as they can, reduce service as far as possible, and make investment decisions that are questionable, then I feel I have a right to give my feedback.

why should MY taxpayer funds go towards bailing QF out of the fines they incurred for price fixing? or bailing them out after they incur fines in violation of DOT regulations?

 

[Red Roo]

Back in the days when I was Plat, I used to stay with my best man in Camberwell and meet some of the Plat team for a drink in The Palace Hotel.

I wonder how many staff are still there that I knew...

You may very well have known Red Roo as a joey!

Like The Palace Hotel, the essence of the Premium team could be best described as "classic". So yes, you would still see many familiar faces at the bar.