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

[JessicaTam]

Could a moderator please update the thread title to show that the closure of the premium desk has been denied by Red Roo?

 

[DC3]

Maybe not closed. Possibly enhanced???

Like all these things, time will tell I guess.

 

[JohnK]

The premium help desk is not closing but is relocating to HBA.

This could be a good move if Qantas is able to save money on the running costs for the premium help desk. I am guessing some staff will make the move across to HBA from MEL?

For the most part my experiences with Qantas premium help desk is positive and this also includes the general help desk as well. I hardly ever notice where the person is located unless they are dealing with a specific issue and ask to call them back.

But as always there are some staff who are simply not meant to be in customer care. They seem to be totally disinterested in assisting. Hopefully they do not hang around too long.

 

[QF WP]

However all of the staff are being made redundant, according to kpc's comment here:
http://www.australianfrequentflyer....ne-had-success-call-51720-88.html#post1073835

Well Red Roo, I may have known you as a Joey

 

[Pleb Status]

After my experiences today, I think the QF premium line has already closed. Five minute waits to get calls answered (which is a long time for a P1/WP) and no one identified themselves as from the premium desk. Initial customer service on each call left a little to be desired as well. Their attitude changed when they brought up my booking however.....

 

[serfty]

Maybe a busy day at the office ...

 

[farstar]

I got straight on with no rings today, may have been lucky. Could also have been lots people doing last minute MASA today causing problems.

 

[Danger]

I'm on the phone now. Despite entering my Platinum number my call seemed to have been answered by a regular operator. I asked about the all day check-in at SYD T1 and the agent said she thought it had only ever been three hours. She said "I'm going to put you through to the premium desk" (which knew nothing anyway).

CORRECTION: The agent at the premium desk couldn't have been more helpful. After first knowing nothing about the trial she checked with a supervisor who also knew nothing but the supervisor Googled for information and found the AusBT article. As a result the supervisor called a supervisor at Sydney airport who confirmed the trial is still running. The agent apologised profusely for the lack of knowledge and said "the supervisor I spoke with was gobsmacked to say the least and is furiously sending off all manner of emails to correct the lack of knowledge."

Now that is premium service.

 

[Sprucegoose]

Maybe a busy day at the office ...

Maybe but if this becomes permanent it becomes a business fail