QF Call Centre - Horrendous

7 replies

josephjohn8484

Member since 17 Jan 2013

Total posts 59

Hello,

I remember reading Alan Joyce saying call centre issues were 'fixed'.

Well, they absolutely pick up quickly now, right away... But it is far better waiting 5 hours to speak to someone who knows that they are doing... Both times i've made it to (I assume Manila) - agents completely clueless. I have made an award booking departing Seoul - after 3 days it hasnt ticketed... Her response? Upon checking here, this is originating in Korea, you need to call the Korean office, heres the number.

Fantastic.

josephjohn8484

Member since 17 Jan 2013

Total posts 59

It gets better.... was put on hold while a manager was sought out - after 10 minutes a lady came back online talking to me in another language.

Joke Qantas. Joke.

Sr Batrill

Member since 04 Dec 2017

Total posts 22

Are Qantas that arrogant that, despite the joke that is the Qantas overseas call centers, they still have their heads buried in the sand. Do they read these posts and forums by their most loyal?

Dan22

Qantas - Qantas Frequent Flyer

Member since 07 Aug 2013

Total posts 153

Highly doubt Qantas corporate troll through forums and community discussions.

To be fair it's not just Qantas that's poor call centre customer service. Had several attempts with Qatar to change flights earlier this year with their flexible (and generous) policies on unscheduled flight changes. Went through their India call centre - each had a different response and view of rules which meant what I could and could not do. Since I knew what was possible I just kept calling up until maybe the 5th person I spoke to understood their policy and changed my final destination from Paris to London. As long as it's within 500mile radius Qatar will change for free - and that saved me thousands on a Business fare if I had booked to LHR originally. y

My advice keep calling until you get a person that knows.

XWu

Member since 09 May 2020

Total posts 173

Originally Posted by josephjohn8484

It gets better.... was put on hold while a manager was sought out - after 10 minutes a lady came back online talking to me in another language.

Joke Qantas. Joke.

would have been the best joke I have heard this week…. If only it wasn’t so real!

robertino

Member since 18 Sep 2018

Total posts 3

Nice to hear I'm not the only one. I spoke to two people today who were both rude, ineffective and hung up when I insisted on speaking to a supervisor. On Monday morning I have a call to the head office switchboard scheduled...any other suggestions would be appreciated.

josephjohn8484

Member since 17 Jan 2013

Total posts 59

update. called using a friends Platinum #. Got through to Hobart right away, and sorted out in 2 mins.


patrickk

Qantas

Member since 19 Apr 2012

Total posts 722

Even as platinum I’m getting a South African call centre and they have been excellent for my (self inflicted) complicated re-ticketing. They had to check with someone to approve it (and save me money); but they were brilliant and I gave them 5/5 on the survey at the end of the call.

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