On hold 17 to 26 minutes to QF!

16 replies

ryanpst

Qantas - Qantas Frequent Flyer

Member since 27 Jun 2013

Total posts 64

I'm a gold FF, trying to book 3 or 4 separate SYD/LAX flights for my customers and getting an error 4620. Anyone heard of it?


Anyway, while on hold to try and resolve it I've been told 17 to 26 minutes wait time! What a joke! It wasn't that long ago it would have been 1 or 2 minutes. Are there just no staff there any more to do the work?

MarkJohnSon Banned

MarkJohnSon Banned

Member since 19 Jan 2018

Total posts 41

Sounds unusual. Try again tomorrow I suggest.

ryanpst

Qantas - Qantas Frequent Flyer

Member since 27 Jun 2013

Total posts 64

I'd love to - of course :) I'm travelling from early tomorrow morning and won't be able to get back to it until Friday morning.


I called up 2 weeks ago as well about something else and the wait time was 12 minutes then, so I don't think it's particularly isolated.

(they just answered, in just over 24 minutes)

puppy79

Member since 06 Dec 2017

Total posts 23

terrible.sometimes I take the luxury of having a QANTAS OFFICE AT THE SHOPPING MALL close to my home for granted after it closed sometime last decade.it was so much easier and staff always keen to help.nowadays as mentioned you have these lengthy wait times on the phone to them or worse for booking have to deal with airport staff and do an unplanned visit there.

mannej

QF

Member since 21 May 2014

Total posts 169

A benefit of Status! Those without are generally waiting over an hour to reach QF by phone currently.

mspcooper

Qantas - Qantas Frequent Flyer

Member since 09 May 2013

Total posts 340

Does QF prioritise queues based on FF status ( i don't remember). However, virgin does. Most times i go to an agent within a minute (VA Platinum), but i have'nt had a chance to call QF in a long time. I know Cathay says "You have been prioritised in the queue, i'm not sure this is because they know what number the call is coming from and what bookings are attached to it" or is it a standard phrase?

ryanpst

Qantas - Qantas Frequent Flyer

Member since 27 Jun 2013

Total posts 64

A benefit of Status! Those without are generally waiting over an hour to reach QF by phone currently.

So I should count myself as ‘lucky’ to only be waiting 24 minutes! If I had to wait an hour I’d vote with my feet and go elsewhere, it’s just not worth the hassle

ryanpst

Qantas - Qantas Frequent Flyer

Member since 27 Jun 2013

Total posts 64

Does QF prioritise queues based on FF status ( i don't remember). However, virgin does. Most times i go to an agent within a minute (VA Platinum), but i have'nt had a chance to call QF in a long time. I know Cathay says "You have been prioritised in the queue, i'm not sure this is because they know what number the call is coming from and what bookings are attached to it" or is it a standard phrase?

Yes they do prioritise based on status. I have platinum colleagues who laugh at me when I tell them how long my waits are because they get answered within a minute.


Even as gold it’s never been this bad. Customer service when you talk to someone is fine, it’s just the waiting time.

timothyshears

Member since 26 Jul 2017

Total posts 16

I am still on hold after 35 mins

ryanpst

Qantas - Qantas Frequent Flyer

Member since 27 Jun 2013

Total posts 64

OK so I have had to call back this morning regarding the same booking as the other day and the wait is even worse!


26 - 34 minutes. I keep telling myself it's 'industry best practice', yeah right....

johnaboxall

Virgin Australia - Velocity Rewards

Member since 24 Aug 2011

Total posts 385

Learn to multitask

GoldCanyon340

Qantas - Qantas Frequent Flyer

Member since 11 Nov 2016

Total posts 2

Does QF prioritise queues based on FF status ( i don't remember). However, virgin does. Most times i go to an agent within a minute (VA Platinum), but i have'nt had a chance to call QF in a long time. I know Cathay says "You have been prioritised in the queue, i'm not sure this is because they know what number the call is coming from and what bookings are attached to it" or is it a standard phrase?


Yes, they do. As a Platinum One I'm always connected immediately, even during peak periods.

Last editedby GoldCanyon340 at Apr 15, 2018, 09:11 AM.

Red Cee

Member since 15 Feb 2018

Total posts 151

I have never had a problem. I have always been answered and helped within five minutes.

Bollen

Qantas - Qantas Frequent Flyer

Member since 20 Dec 2017

Total posts 32

I rang the Qantas FF Number twice from Tokyo recently on different days (different reasons). On both occasions the wait was going to be between 15-20 minutes but on both occasions I was given the option of a callback. At almost exactly 15 minutes they called back and the message tells you you are the very front of the queue. About 1 minute later I am through. Awesome service.

Metoo

Qantas - Qantas Frequent Flyer

Member since 25 Nov 2016

Total posts 91

As Gold you are probably getting directed to the New Zealand call centre. They are still finding their feet I’m told so calls taking longer thus wait times longer. With Platinum during working hours you get the Hobart office. Many experienced staff transferred from Melbourne. Quick and efficient, excellent knowledge and service. No remedy to your situation but maybe a reason why the longer wait times.

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