Recent experience with Qantas on Twitter

[ZenFlyer]

After two unsuccessful attempts to resolve a paid seating issue via the Call Centre, I thought I would try reaching out to Qantas via private message on Twitter. Looks like they are suffering from inexperienced staff in that channel as well:




To Qantas's credit, a seemingly more experienced agent replied to my second message, and supposedly the issue has now been "referred" for further handling (presumably to the Financial department, which is what the last Call Centre agent promised to do as well.) But I am not optimistic. At least on Twitter there is a written record of the inquiry . . .

 

[encryptededdy]

Really sad considering how great AA's twitter support is.

 

[ZenFlyer]

Really sad considering how great AA's twitter support is.

Thank you for the commiseration! I don't mean to read too much into one answer -- and the second agent who responded was more with it -- but it suggests to me a culture where customer service agents are first and foremost concerned with/incentivized to shut down queries rather than solve problems. That's certainly not unique to Qantas but it is a frustrating experience nonetheless. Even the second agent's response was rather passive -- indicating that they have referred it elsewhere in the organization and will get back to me "if" they receive a response.