Qantas - Qantas Frequent Flyer
Member since 01 Mar 2014
Total posts 5
Hi, being a lowly Gold I had the need to contact the call centre. Having attained Gold for a couple of years personal reasons had prevented me from flying for 10 months. I have 2 months left in my year. I asked if I could get some sort of incentive to requalify and was told to call back next month. Not pleased. The day before after waiting and waiting for 30 minutes when I got thru and explained my issue the person I was speaking to hung up on me....not impressed. The QF contact centre is miles behind the inflight plane product, anyone else have any thoughts?
Member since 09 May 2013
Total posts 347
It is worth noting that people who are on the call centre may not value gold as much (but they do in my experience), but Qantas does. Actions of one call centre staff does not constitute the attitude of the entire team. You asked for a favour and i don't think they could give it to you or were unable to give it to you, so they asked you to call next month.
Member since 03 Nov 2014
Total posts 130
Hi, yes waiting can be long, that's why I always opt for the call back option...I have better things to do than sit around waiting for Qantas to answer a call...
Member since 10 Jul 2017
Total posts 1
I understand they recently outsourced a large part of their call centre to the Phillipines. The experience I had a month ago was similarly awful - a long wait time, followed by little help. I think these new operators are nowhere near as empowered to do things as the old call centre staff. Ask for a manager, I suppose.
Member since 16 Jan 2015
Total posts 24
All I ever do is leave a message via their website.
Member since 11 Mar 2017
Total posts 2
I tired for 2 days to contact Qantas to change a flight (that couldn't be done online). 6 times I rang and each time they said the wait time was more than 1 hour. For any business dealing in customer service this is disgraceful. Luckily my Telstra package has free calls to China. So I rang Qantas China and they answered immediately.
Member since 22 Jul 2017
As someone who regularly has to make contact with Qantas via their call centre, I've never had the luck of waiting less than 5 minutes but generally wait anywhere from 20 minutes to 1 hour with the later being more common than not. It is completely unacceptable for any modern customer service operation to have such long wait times, the call back option is better than waiting but it's still not convenient for anyone who is time limited. I would hope that they hire more Australians to do the job as their current staff are generally excellent once you get through to them, although I hold little hope of that happening due to the costs involved.
I note that they generally respond very rapidly via Twitter or Facebook maybe that's the way to go instead of waiting.
Member since 21 Mar 2017
Total posts 37
By chance a friend who is Qantas cabin crew posted a job add for contact centre staff in Auckland. Cheap kiwi labour lives on aye
Member since 29 Jul 2014
Total posts 145
Member since 18 Feb 2017
Total posts 60
I asked QF why the price difference between PER > BNE QF ($2000) and VA ($999). They ignored my question and said why don't you try and get an upgrade with your points... what??!? I even told them I need to start giving loyalty to one airline or the other as I travel monthly, so they asked me when specifically I would be flying then said yeah, use your points... I give up.
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Poor contact centre experience with QF
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