Has Qantas stopped its call back service?

8 replies

MrT

Qantas - Qantas Frequent Flyer

Member since 28 Aug 2015

Total posts 60

Trying to contact Qantas to assist with a booking I can't complete online and each time I call the wait time is >1 hour. I haven't been offered a call back when an agent becomes free - has this service been discontinued? It used to be a useful tool instead of having to hold.

Stuart Jackson

Qantas - Qantas Frequent Flyer

Member since 15 Mar 2015

Total posts 84

I think the call centre is just over loaded with calls atm. I spent around 5 hrs on Saturday rescheduling some rtw itineraries and wasn't offered a call back but in the current environment I suspect I wasn't the only one rescheduling.

hutch

Member since 07 Oct 2012

Total posts 761

Originally Posted by Stuart Jackson

I think the call centre is just over loaded with calls atm. I spent around 5 hrs on Saturday rescheduling some rtw itineraries and wasn't offered a call back but in the current environment I suspect I wasn't the only one rescheduling.

I had a long wait weeks ago and it's disappointing that Qantas hasn't done more to fix this since.

Maybe an offer to reallocate some staff, from operational roles to customer service roles, could be mutually beneficial.


whoppersandwich

Qantas - Qantas Frequent Flyer

Member since 11 Dec 2017

Total posts 122

They definitely haven't for Gold/Platinum, tho it may take a couple of tries before they initiate the offer...

MrT

Qantas - Qantas Frequent Flyer

Member since 28 Aug 2015

Total posts 60

Must be inconsistent in that case - I tried four times (gold) but was not offered a call back. In the end I got through to someone using the chat function in the app. Although it took two hours before the chat was initiated it was better than holding. Worth noting this was on Sunday / Monday before Tuesday's announcement which no doubt would have led to a greater influx of calls.

Ross Tas

QF

Member since 04 Feb 2016

Total posts 8

Called late last week I wasn't offered the Call Back option thankfully only on hold for about 30 minutes.

Concorde

Member since 05 Apr 2017

Total posts 7

Several weeks ago I was given no option but to use the Call Back "option". They still have not called back !

Last editedby Concorde at Mar 11, 2020, 04:27 PM.

OZjames70

Member since 15 Mar 2018

Total posts 25

Have some affected flights. Called the Platinum number and got the message delays in excess of 2 hours. Also noted that Qantas will call passengers, so waiting for the calls.

adv

Qantas - Qantas Frequent Flyer

Member since 12 Apr 2017

Total posts 17

I suspect it'll be long wait times for the next few weeks given such a large number of flight changes. The change in flight schedules must affect somewhere between 50,000 and 100,000 passengers

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