What's the problem - call center service

[UP4014]

Needed to make a change to a booking for the end of the month. Was originally two people Sydney return to Adelaide. Wanted to change one person to Darwin other to Adelaide different dates and then return to Sydney on the original flight.

After reading the horror stories here I made sure I had plenty of time (today at 2pm) and dialed the 131313, punched through and was answered in one ring, seriously. Changes made and email received within 10 mins of getting off the phone. I double checked online and all good.

The punching through the phone menu at the beginning to reach a person took longer than the the process of making the change and collecting my payment difference. No extra charge for calling.

My only interaction on the phone with QF this year was a non event and worked perfectly.

 

[Pushka]

Needed to make a change to a booking for the end of the month. Was originally two people Sydney return to Adelaide. Wanted to change one person to Darwin other to Adelaide different dates and then return to Sydney on the original flight.

After reading the horror stories here I made sure I had plenty of time (today at 2pm) and dialed the 131313, punched through and was answered in one ring, seriously. Changes made and email received within 10 mins of getting off the phone. I double checked online and all good.

The punching through the phone menu at the beginning to reach a person took longer than the the process of making the change and collecting my payment difference. No extra charge for calling.

My only interaction on the phone with QF this year was a non event and worked perfectly.

It is good to see a Positive experience. A great improvement. And one of the exceptions. I don't think there are too many of us here who have received such service let alone those who have lowly status.

 

[RooFlyer]

Great for your experience, but as to “What’s the problem?”, I suggest its exemplified by:
Post in thread 'Qantas Call Centre Long Wait Times'
Qantas Call Centre Long Wait Times

 

[exceladdict]

I learned earlier this month that the 1300 number for "baggage services" seems to redirect to a reservations call centre. My experiences with that call centre included:
- Being hung up on multiple times
- Being given two 02 numbers to call - one of which didn't answer, the other which wasn't any help; indeed the person who answered was more concerned with how I even got the number
- Being told the call centre was 24/7 when it is not, if you call the baggage number (restricted to eastern working hours for no apparrent reason, if it's calling a 247 centre)
- Twice being told a 'priority email' would be sent to follow up - ground services later said no such email inbox exists

I appreciate you're discussing reservations which in theory is another business function to baggage, but unfortunately it hasn't all been smooth sailing for me

 

[jrfsp]

one swallow doth not a summer make

 

[djkelly69]

What's your QF status?

 

[UP4014]

What's your QF status?

Platinum, other passenger Bronze.

I was pleasantly surprised after reading other threads. Yes my request was relatively simple.

 

[adenda]

Given your status and the service you experienced you were almost certainly speaking to the Hobart call centre.
The "problem" is with the level of service provided by the non-Hobart call centres which - based on my own experience alone - would have likely not been able to successfully deal with your request.

 

[ETW]

I just called (Silver) and was answered straight away, great start. The agent then told me that she had looked in the system and the MCT for D-I in Sydney was in fact 75 minutes despite QF quite publicly highlighting the change to 90 Mins at Syd and Mel airports.
At least I didn't have to waste much time on hold so can't fault them on that