Qantas - Qantas Frequent Flyer
Member since 07 Feb 2019
Total posts 6
Member since 02 Sep 2018
Total posts 353
I've found that if you've lucked out and called their Australian call center, they are more helpful than the only chat which is probably some person in Manila with minimal training.
Member since 04 May 2014
Total posts 23
I've found recently that the SMS service seems to be better than either phone or online chat.
Member since 31 Jan 2018
Total posts 15
I too have found the SMS service very pleasant. This service has saved me a lot of time in lieu of waiting on hold for a voice agent. Also given the "offline" type of communication it is easier to perform a SMS interaction when you have a busy schedule as you can respond to messages when you are available (in between meetings etc).
Member since 19 Apr 2012
Total posts 633
Also I have been told the online chat is a robot with preprogrammed answers.
Member since 07 Jul 2018
Total posts 13
Online chat I have always struggled with, a quick call to Qantas and a short hold of around 10 minutes is worth it every time in my opinion
British Airways - Executive Club
Member since 23 Mar 2018
Total posts 33
I agree that it’s always best to talk to someone in the call centre but I’ve recently never had the luck to have a “short hold of 10 minutes”!
I agree, the only time there was minimal wait was 7am in the morning. Even calling at 10 at night was a pain.
Member since 06 Dec 2018
Total posts 25
I used the Qantas chat this morning to upgrade as the booking had the 'Change' button greyed out. I have to say, a great experience. The whole process was 10 minutes. I confirmed the price and credit card details (a separate side window appeared on the chat box). 15 minutes late, flight ticketed. I made the point of asking where 'John' was and he said Hobart. It worked too well to be a chatbot. I could not complain about the chat feature.
I must have just had bad luck with "Marvin" - seemed to stupid to be a bot.
Member since 10 Apr 2012
Total posts 178
I seem to get a good response too whenever i use Twitter to private chat QF
Member since 29 Jan 2019
Total posts 14
The "High Call Volume" message seems to be a permanent feature now on many corporate support lines, not just Qantas, regardless of the real waiting time.
Member since 18 Aug 2018
Total posts 2
I've had a number of great experiences online needing to change flights on the run, however, IMO if you run into an agent online who takes an unreasonable amount of time responding or can't answer a question reset your session (in a polite way).
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