Qantas Frequent Flyer call centre is a joke

12 replies

Valerio

Velocity

Member since 23 Feb 2016

Total posts 12

It's times like this I am reminded why I don't fly Qantas anymore. 


My poor wife (a Gold FF) and who has to fly Qantas for work has spent more than 8 hours on hold on the phone over the past three days simply to chase up her double status credits - which are still outstanding from a Europe trip in April. In an initial call she was assured all would be fine and the credits would appear in days... then it went completely pear-shaped.
 
In the past three days that time she has been told "I can only speak to Bronze FFs", "Don't worry, I will keep you on the phone while I find someone..." Then accidentally hung up...

And then the best one - an incredibly rude call centre operator who dismissed her complaints 'you can't be on hold for 8 hours', dismissed her status credit claim "you didn't book during the promotional period" (incorrect), "you didn't fly on a Qantas plane" (she did) and then said she was wrong on all counts and there was no-one else to complain to.

Seriously? This is what its like for GOLD status? What the hell is going on with their customer service??

Serg

QFF

Member since 12 Apr 2013

Total posts 870

I do not understand down-voters because you 100% correct - it is rubbish. If you wish to hold you can easy hold for few hours like you have nothing else to do or you do not need your phone. You can opt for them call back and they do. Though you may wait whole day for them call back and they have tendency to do so when you in toilet. Since privatization call center became worse with each year passing.

Jedinak K

Virgin Australia - Velocity Rewards

Member since 06 Sep 2012

Total posts 99

I do not understand down-voters because you 100% correct - it is rubbish. If you wish to hold you can easy hold for few hours like you have nothing else to do or you do not need your phone. You can opt for them call back and they do. Though you may wait whole day for them call back and they have tendency to do so when you in toilet. Since privatization call center became worse with each year passing.

Serg, you should know this site better by now.  Any comment that puts Qantas/Emirates/SQ in a bad light will get downvoted.  Some people can't bear the fact that their favourite airline isn't always consistent and will defend them at all costs. As childish and laughable as that may seem. 

Bigbird

Qantas - Qantas Frequent Flyer

Member since 17 Jun 2015

Total posts 40

As a travel agent I have to call the Qantas Industry Support line quite a lot. It's an absolute joke. It's quite common for me to spend over 4 hours on hold waiting to speak to someone. Last week I was on hold for 5 hours and 24 minutes. 5 HOURS AND 24 MINUTES!! There is no other airline which has wait times anywhere near as long as this.   

gapmatt

Qantas - Qantas Frequent Flyer

Member since 06 Jan 2017

Total posts 14

I've also had bad experiences with the Qantas Call Centre.


I remember I had booked full price business class tickets and had some queries prior to my flight, called up and was told the wait time was in the hours. I hung up, and then messaged their Facebook messenger saying I'm flying business class please call me regarding my booking. Luckily, someone messaged back within minutes, and called me about 5-10mins later which was nice.

Last editedby gapmatt at Jul 04, 2017, 11:57 AM.

mspcooper

Qantas - Qantas Frequent Flyer

Member since 09 May 2013

Total posts 345

Is it just me? I cannot see any down votes in any of the above comments?

iM

Qantas - Qantas Frequent Flyer

Member since 27 Jul 2016

Total posts 31

I have to say as Gold and now Platinum FF, I've never had anything but quick, efficient and helpful service from the Premium call centre. Nothing has been too much trouble and every request/issue dealt with. 

rishigarg

Qantas - Qantas Frequent Flyer

Member since 14 Oct 2016

Total posts 10

Try going through their Facebook team. Send them a private message there. In the past they've been AMAZING in helping out

triumph8

Qantas - Qantas Frequent Flyer

Member since 05 Oct 2015

Total posts 8

i have had good and bad experiences with the QF FF team, as a Plat FF with both Q and VA i can only say that teh VA experience is much much better and delays are minimal.

Metoo

Qantas - Qantas Frequent Flyer

Member since 25 Nov 2016

Total posts 91

I was recently advised by the QF call centre that Premium call centre service calls are now taken from Hobart  (transitioned from Melbourne) and all other calls are now taken in New Zealand (watch for the accent). I placed a couple of queries into the call centre and was promised a return call with the answer. Never came. It appears that Qantas made many Aussie experienced staff redundant and have hired new and cheaper employees with no previous Qantas experience to handle the incoming calls and questions. It will take years before these new employees learn the answers to FF questions. Expect to be put on hold for awhile. This is always the problem with cost cutting measures and off shoring, the business loses the quality experienced staff and we the customers pay the price. 

Valerio

Velocity

Member since 23 Feb 2016

Total posts 12

UPDATE - and a warning around status credit promotions.

Qantas pretty much refused to credit the double status credits to my wife (remember a gold FF) - claiming that she had booked on Feb 27 and not march when the promotion started. My wife's documentation clearly showed she had booked March 7th (initial inquiries tarted in late Feb but nothing was booked or even held in this period) -  apparently didn't cut it because 'their systems are all we can work off'.
Attempts to reach a supervisor also failed as they called her during a work meeting and only gave the 13 number to call back on (see previous 3 hour hold times).

  
In the end the corporate travel agent sorted it out with 'a favour' from Qantas - it annoyed us we couldn't even get proper acknowledgement of their error as we deserved and we remain really disgusted at the customer service for this whole encounter. 

Finally thanks for the upvotes guys - I thought I had broken some rule when my query was down-voted, didn't realise people were being childish!

DragonBaby

Qantas - Qantas Frequent Flyer

Member since 28 Dec 2015

Total posts 13

Below is my own personal experience of dealing with Qantas call centres:


When I am a bronze FF, they don't want to know me, even if I have just booked 3 international business class tickets for the family
When I am became a Silver FF, they will pick up the phone but there is a longer wait
When I am a Gold FF, after my international business class travels with them, they will pick up the phone but I have to wait, if I am lucky, offered a call back

Simply not good enough.

I book either Singapore or Cathay whenever I can, and if I have to travel on Qantas, I do not book through Qantas.com anymore, as my travel agent treats me better and picks up the phone.


StuW

Qantas - Qantas Frequent Flyer

Member since 14 May 2017

Total posts 4

Partner tried to join Q Club using the ANZ Black Visa Promo.  3 hours on hold only to be told they know nothing about it.

I call premium call centre, problem resolved within 10 minutes and waived the express postage fee to apologise.  
So, a terrible and a great experience, dependent on status.

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