Vent - QF call centre incompetence

[KSC]

I have to be honest my loyalty to Qantas is only alive because QFF points are given like candy in many forms.

My main gripe with Qantas phone complaint handling is that they don’t really have a proper escalation path. Just stay at one level.
Also doesn’t seem agents leave notes on an account that a new agent can follow up.
This call center 101.

My guess is that they have high call volume targets that dont leave much room for quality.

With wait times of over an hour I’m surprised they don’t get slammed like telcos.

 

[Zanzara]

I have to be honest my loyalty to Qantas is only alive because QFF points are given like candy in many forms.

My main gripe with Qantas phone complaint handling is that they don’t really have a proper escalation path. Just stay at one level.
Also doesn’t seem agents leave notes on an account that a new agent can follow up.
This call center 101.

My guess is that they have high call volume targets that dont leave much room for quality.

With wait times of over an hour I’m surprised they don’t get slammed like telcos.

Even if notes are left, it doesn't seem like anyone would read them anyway... It's a high volume popcorn service centre...

 

[Daver6]

Even if notes are left, it doesn't seem like anyone would read them anyway... It's a high volume popcorn service centre...

Part of my complaint is that the notes often don't reflect what the agent tells you. This became apparent to me during my issue. So I've requested that someone listen to all my calls and see how what I've been told quite different at times to what is put in the notes.

 

[KSC]

Part of my complaint is that the notes often don't reflect what the agent tells you. This became apparent to me during my issue. So I've requested that someone listen to all my calls and see how what I've been told quite different at times to what is put in the notes.

This is very typical with Qantas. If you try writing to them now. You will wait 7 days then get a one line reply which typically implies the lack of understanding of the issue.

In comparison I found Hawaiian Airlines when I had concerns they could at least follow a thread of emails.

Generally I have found most industries now (last 4-5 years) not many places properly read emails.
The volume agents must have to churn through must be insane.

 

[esseeeayeenn]

Part of my complaint is that the notes often don't reflect what the agent tells you. This became apparent to me during my issue. So I've requested that someone listen to all my calls and see how what I've been told quite different at times to what is put in the notes.

You are now coming up against the most deeply entrenched part of Qantas culture - the urge to defend each other at all costs.
Good luck with that!

 

[Daver6]

Well today is the last day of the time frame I was given for them to give me a call. It seems they think 10k points will just make me go away as I just received this email...

Dear David,

Thanks for making contact about your calls to our Contact Centre.

We believe a great journey starts with a great booking experience, so it was very disappointing to learn about the incorrect information you were given by our consultant. Please accept my sincere apologies for the oversight, on behalf of Qantas.

You should receive capable, helpful advice from our staff, and I would like to assure you that your experience was not the service we strive to deliver in our Contact Centres. So that we can learn from this, I have forwarded a copy of your comments through to management and they will be used to improve the performance of the staff concerned.

As a gesture of goodwill, I have credited 10,000 Qantas Points to your Frequent Flyer account. You can use the points towards flights, the purchase of food and wine through Qantas Wine, or a range of products from our online Qantas Store.

We’re committed to giving you the best service and advice, so are grateful you took the time to let us know about your experience. I hope that you will give us the opportunity to welcome you on board again soon.

Kind regards

Alison

I politely responded pointing out that none of my concerns/questions have been addressed. That today is the last day of the time frame I was told that I can expect a phone call by someone who has listened to all the calls (surely they wouldn't still be saying one thing and doing another having taken on board the feedback I've given?)

 

[KSC]

Well today is the last day of the time frame I was given for them to give me a call. It seems they think 10k points will just make me go away as I just received this email...



I politely responded pointing out that none of my concerns/questions have been addressed. That today is the last day of the time frame I was told that I can expect a phone call by someone who has listened to all the calls (surely they wouldn't still be saying one thing and doing another having taken on board the feedback I've given?)

This is the feedback black hole at Qantas. Points given they will then assume case closed.
If you some how get to the next level of the Qantas complaint game, let us know. I always get told ‘Sorry your complaint is in another castle”.

 

[esseeeayeenn]

To be fair this black hole is not unique to Qantas.
It is common in any inbound call centre.
They are completely organised around receiving a call and resolving the issue within that call.
They aren't equipped to handle ongoing issues at all.

 

[KSC]

To be fair this black hole is not unique to Qantas.
It is common in any inbound call centre.
They are completely organised around receiving a call and resolving the issue within that call.
They aren't equipped to handle ongoing issues at all.

Looking at the response it has gone from call to emails. Not sure of procedure allot of places have an escalations team, to view ongoing/complex complaints. This I would deem in this category.

 

[Daver6]

I'll give them until the end of today to call. If I don't hear back, I'll follow it up with a call when I have the time.

 

[Daver6]

Final update on this saga. I didn't receive a call back so I called them.

The lady I spoke to in Hobart actually seemed to take ownership today and was honest with me. Basically, she told me some of the recordings they're having issues with listening to (can't find them or whatever). Again asked what it is that I want. I told her the 10k points to go away was a bit insulting. Said I'd really like answers to my questions. In the end she gave me a lot of background on how they do things and to trust the system that they actually learn from these experiments.

She did ask how many points would have made me happy. I said 100k, but would probably also be happy with 50k. She appreciated that honesty. Informed me that for customer care issues the maximum they'll give is 10k and intimated it is based on status as well. More apologies etc. She summarised my concerns and finally someone seemed to get it. She says they look at all the data to learn from it. I did point out that if what is put in the file isn't accurate, ones learnings are going to be missing the mark.

I'm dropping it now. I can't say I have any faith that in future interactions what I'm told is going to be accurate.