The Qantas call centre now has a different menu

[There'sOnlyOneJimmy]

Is there some point at which this (apparently) deliberate behaviour breaches consumer law?
While it’s absolutely reasonable for *occasional* events to cause the call centre(s) to be overwhelmed, from personal experience and the vast accumulation of anecdotes on this and other forums (fora?) it *appears* as if the staffing levels at the call centres are deliberately held so low that the provision of reasonably timely service is impossible.
If the website allowed “self service” for all or nearly all issues, then it would be less problematic. Unfortunately there are myriad issues that simply cannot be resolved without call centre intervention.
Rant ends...

 

[harvyk]

Is there some point at which this (apparently) deliberate behaviour breaches consumer law?
While it’s absolutely reasonable for *occasional* events to cause the call centre(s) to be overwhelmed, from personal experience and the vast accumulation of anecdotes on this and other forums (fora?) it *appears* as if the staffing levels at the call centres are deliberately held so low that the provision of reasonably timely service is impossible.
If the website allowed “self service” for all or nearly all issues, then it would be less problematic. Unfortunately there are myriad issues that simply cannot be resolved without call centre intervention.
Rant ends...

I suspect that huge wait times themselves are not illegal, provided that the wait time did not prevent you from accessing another right you have under the guarantee.

So for instance if you had a booking that could be changed up until the point of departure, but you where still waiting on the phone when the aircraft departed, and they denied your refund based on the fact that the aircraft had already departed, then that would be illegal.

Of course, as consumers, there is nothing stopping us from giving honest reviews of poor service in very public places.

Of course usual disclaimer, I'm not a lawyer and all that.

 

[Must...Fly!]

I was just answered within 1 minute, and the agent (South Africa) changed my flight with no fuss or uncertainty. Night and day to my previous experiences. Pinched myself after hanging up.

 

[DC3]

I was just answered within 1 minute, and the agent (South Africa) changed my flight with no fuss or uncertainty. Night and day to my previous experiences. Pinched myself after hanging up.

Quick. Buy a lottery ticket.

 

[Mrmrbagley]

When I called I got through the interrogation questions and on to someone quite quickly. However every time I asked a question I was immediately put on hold for several minutes. I didn't feel like the person was a trainee but very much got the impression their attention was divided and they were managing several calls at the same time. Turned what should've been a 2 Min conversation into 20mins but I guess perhaps people are then not on hold for as long.

 

[DC3]

… However every time I asked a question I was immediately put on hold for several minutes. I didn't feel like the person was a trainee but very much got the impression their attention was divided and they were managing several calls at the same time …

 

[wenglock.mok]

When I called I got through the interrogation questions and on to someone quite quickly. However every time I asked a question I was immediately put on hold for several minutes. I didn't feel like the person was a trainee but very much got the impression their attention was divided and they were managing several calls at the same time. Turned what should've been a 2 Min conversation into 20mins but I guess perhaps people are then not on hold for as long.

This mirrors my experience a couple of weeks back. Unfortunately, they did not appear to be very well trained and it is no wonder the wait times are as they are since even the simplest requests would have taken a long time to resolve.

 

[RichardMEL]

I had to call late-ish last night (maybe 9:30-10pm) because some idiot (me) had put the wrong expiry date in for some bookings I'd just made and got an email to call (yes last night of the sale.. I left my homework to the last minute ) ) anyway yes the menu was a bit fun but honestly when I got to putting in my FF# the IVR responded with "Transferring you to the VIP Service Team" (! did not expect so late on a Sunday, but presume it just means priority agent). Did get what seemed to be local agent almost instantly who was very helpful and corrected my stupidity within about 90 seconds. Now sure, as P1 I know I get that uber priority (and I am so sorry for everyone who has to wait hours it is ridiculous) but I had no real issue with the new menu and obviously my call experience was exceptional (and if I'd been paying attention I could have avoided wasting the agent's time at all.. but that's on me).

 

[DC3]

Hobart Call Centre should be open 7.00am to 11.00pm, 7 days. At least Auckland is there 24/7.

 

[RichardMEL]

ahah. I must have gotten HBA. Choice!

 

[DC3]

ahah. I must have gotten HBA. Choice!

As we know, Hobart is the best (although they close at 11.00pm daily) but the Kiwis are pretty good as well (and 24/7).

However, Cape Town and Manila never sleep and are always waiting for your call if Auckland doesn’t pick up.

 

[Formal Hall]

Since QF changed the call centre menu it automatically hangs up on me as soon as I enter my pin and the # key - anyone else having a similar problem, or have a workaround? I have tried updating my PIN but doesn't seem to make a difference.

 

[henrus]

Since QF changed the call centre menu it automatically hangs up on me as soon as I enter my pin and the # key - anyone else having a similar problem, or have a workaround?

Maybe you've uncovered a new method QF is using to reduce wait times... automatically hang up on people.

I haven't had this problem (yet). I know this sounds silly but are the details you're entering correct? Perhaps try a call to the frequent flyer service centre and see if you can confirm with them.

 

[DC3]

Since QF changed the call centre menu it automatically hangs up on me as soon as I enter my pin and the # key - anyone else having a similar problem, or have a workaround? I have tried updating my PIN but doesn't seem to make a difference.

Is your login to your online QFF account working okay?

 

[Formal Hall]

Is your login to your online QFF account working okay?

Yes, log in to account works fine, although as I use Awardwallet I get a 'Qantas Frequent Flyer - Unusual Login Activity' email every time Awardwallet updates.

 

[Must...Fly!]

Shock horror one of the changes I made via phone was not ticketed correctly, though this booking was done by what seemed to be a competent agent and got email confirmation, at least according to Mum (I booked for her under my QFF account). She had to wait to see if there were any spare seats but apparently 15 no shows so she got on the flight.

No idea why mainline domestic award ticketing is such an issue for agents to do correctly. In comparison to when dealing with AAdvantage or Velocity, Qantas is like pulling teeth 3 times over.

 

[DC3]

Shock horror one of the changes I made via phone was not ticketed correctly ….

Please explain.

 

[Must...Fly!]

Please explain.

No idea what was wrong. I changed the flight to depart the next day, all seemed well until it came to check in. Mum did say she tried to online check in and came up with an error. Had she told me that I would've been on the phone straight away as we all know here that's a big red flag

 

[TheInsider]

Shock horror one of the changes I made via phone was not ticketed correctly, though this booking was done by what seemed to be a competent agent and got email confirmation, at least according to Mum (I booked for her under my QFF account). She had to wait to see if there were any spare seats but apparently 15 no shows so she got on the flight.

No idea why mainline domestic award ticketing is such an issue for agents to do correctly. In comparison to when dealing with AAdvantage or Velocity, Qantas is like pulling teeth 3 times over.

Agents can't ticket bookings, it's not a part of their responsibilities in their EBA. Ticketing and other functions are a higher pay level.

 

[Mattg]

Agents can't ticket bookings, it's not a part of their responsibilities in their EBA. Ticketing and other functions are a higher pay level.

Wait, you're saying that call centre agents can't ticket bookings?

Well that might explain why the booking didn't get ticketed... but doesn't fill me with confidence in Qantas' processes or the competency of the call centre agents.