Qantas Customer Service - why is there no business/first class priority with Qantas' phone help?

8 replies

jordie

Member since 04 Dec 2015

Total posts 1

Qantas Customer Service - why is there no business/first class priority with Qantas' phone help?

Emirates has an option for first and business class passengers, and I have never been waiting once.

Qantas, up your game!

TheRealBabushka

Member since 21 Apr 2012

Total posts 2,059

Yes there is one. It's called the Qantas Premium line and they're absolutely marvellous. It leaves me wondering why I'm not with QFF after I've had a call with them, where my issues were resolved effortlessly and with such a pleasant and positive demeanour. Absolutely marvellous!

GBRGB

Qantas - Qantas Frequent Flyer

Member since 21 Jan 2014

Total posts 250

Qantas have many areas of their business they need to look at but phone service is not one of them, even as a mid level FF I have never had any issues with access to the call centre and the staff that operate in them who are very helpful. I sometimes wonder the mindset of travellers, if we have a $500k mortgage do we expect a special line than those who have a $200k loan at the bank, a bit of perspective wouldn't go astray.

russell

Qantas - Qantas Frequent Flyer

Member since 04 Nov 2011

Total posts 195

Agreed, their Premium line is oustanding.

MrT

Qantas - Qantas Frequent Flyer

Member since 28 Aug 2015

Total posts 62

Although the service provided is good, wait times do vary - I was on hold for 40 minutes one evening last week when using the premium line.

markpk

Qantas - Qantas Frequent Flyer

Member since 29 Nov 2013

Total posts 436

I also agree the premium line is excellent - from dealing with flight cancellations to helping reschedule missed flights, they do a pretty stellar job. 

To MrT's point, that long delay on hold could of been caused by a network issue that meant a lot of premium flyers had been sent a text saying contact the line to reschedule. Usually I'm not on hold more than 1-2 mins. 

nathanjordan

Virgin Australia - Velocity Rewards

Member since 21 Aug 2013

Total posts 47

Not that it's saying much, but the contrast between the premium &/or elite contact centres of Qantas vs American Airlines could not be greater. QF staff have a much better, friendlier attitude & are as far from being rigid as they can be by looking at the human elements in a situation, rather than just relying on a strict adherence to policy. I imagine that Virgin would also be just as good in this area, if not better (if that's even possible, however marginally).

Count yourself lucky!

samson

Member since 18 Jul 2013

Total posts 9

I'll add my five cents by noting that every experience I've had with the QF premium line has also been very good, with mostly no wait time at all and efficient staff at the other end.  However the OP does ask about priority for Business and First and perhaps doesn't have a QFF card with the premium line number on the back.  I'm wondering how do those who are in J or F and not elite QFF get the number?

Richard Brown

Qantas - Qantas Frequent Flyer

Member since 26 May 2012

Total posts 132

I have never had any issues when calling Qantas. Knowledgeable staff, often with a sense of humour and with a good understanding of thier product. No other airline has come close so far!

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