Things Qantas Does & Doesn't Do Well

[clifford]

Why does Qantas force me to pick up a boarding pass at the airport when flying internationally HBO, when SQ/TR don't? It's an unnecessary pain IMO.

 

[serfty]

They actually do and have had it for a little while now with Salesforce CRM.
If the information gets added in by every agent, I have no idea.

The problem is the case referenced with a CRM number is already closed, gotta keep to those KPI's.

So with a recontact, a new one with no history is raised.

 

[TheInsider]

The problem is the case referenced with a CRM number is already closed, gotta keep to those KPI's.

So with a recontact, a new one with no history is raised.

As long as you have entered your frequent flyer number or say your PNR into the IVR, it brings up your details and a history and autolinked to SF. But once again, every call needs to be closed off, but if the agent doesn't enter the information correctly or enter much, it would just be a empty file/case.

 

[SYD]

Why does Qantas force me to pick up a boarding pass at the airport when flying internationally HBO, when SQ/TR don't? It's an unnecessary pain IMO.

That’s usually when there’s a paperwork check eg visa for Indonesia when transiting more than 30 days (ie the max period for a VOA).