Poor contact centre experience with QF

By happychap | Aug 02, 2017, 09:03 AM

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?

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By mspcooper | Aug 02, 2017, 09:09 AM
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.
Waiting for 30mins is another story. Don't take it personal. Give it another try (in a month) and keep us posted. 
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By Greg84 | Aug 02, 2017, 11:41 AM
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...
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Jayne Bandy

By HonestJohn | Aug 02, 2017, 04:03 PM
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.
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By dp | Aug 02, 2017, 05:04 PM
All I ever do is leave a message via their website. 
Have always been contacted within 24 hours, and as I can give them the full details, it is normally a phone call with the resolution. Very efficient service..... unless you need an answer immediately, this is the way to go.
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By drifter | Aug 02, 2017, 06:07 PM
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.    
During this same week, I also contacted China Southern's and Cathay's call centers and was talking with someone within a few minutes.  
What's the issue in Australia? Do they take us all for granted?
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By iflyineconomy | Aug 03, 2017, 01:21 PM

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.

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By richard89 | Aug 06, 2017, 09:54 PM
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
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By akronflyer | Aug 08, 2017, 04:36 PM
I tried the good as Gold  call centre to sort some issues out  re missing points from the online Mall
I was told  it takes 6 weeks to credit points  and then the Operator  amended it  to one month
I asked her what the date was , she told me and I said well that's a month then, She then hung up !
Not Happy Jan or whatever your name was.
Then rang the main QF  number , The Telephonist asked me was I referring to the Qantas Shop
At least she tried to help and she put me through to Corporate Sales who promised to call me back
I'm a bit like Con the Fruiterer 'Waiting '  
Even filled in the online form  no response
If only the Call Centre would match the excellent service in the Skies all would be well
Must  i enable my Cookies next time  ? 
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By JJJJJJJ | Aug 12, 2017, 03:48 PM
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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By akronflyer | Aug 18, 2017, 04:53 PM
Once more into the Breach Dear Friends !
Rang QF to tell them that no one had  emailed or called me back  about the missing points 
Frequent Flyer  transferred  me to Awards who said they would transfer me to the online mall 
All I got was a three question survey   and then I was of course cut off
Good as Gold I don't think so Qantas 
The service in the Air   unfortunately isn't matched by the Call Centre 
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By akronflyer | Sep 01, 2017, 04:15 PM
Todays experience takes the cake 
I rang QF to ask what  Status credits would I earn flying from Colombo to Melbourne on UL in J
The operator asked me is UL United Airlines ?
He said he didn't know the airline codes , 
He asked me was I travelling in economy , Id already in J
The call then went to   short recorded survey
Some of the Staff  lack training on basic stuff, its unbelievable .
I'm still waiting for Qantas to respond to my email of a few weeks ago 
What is the point of being a 'Premium  Flyer'  when you are treated   poorly as a customer?
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