On hold 17 to 26 minutes to QF!

By ryanpst | Apr 10, 2018, 08:38 PM
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?
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By MarkJohnSon | Apr 10, 2018, 08:41 PM
Sounds unusual. Try again tomorrow I suggest.
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By ryanpst | Apr 10, 2018, 08:54 PM
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)
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John

By puppy79 | Apr 11, 2018, 06:23 AM
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.
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By mannej | Apr 11, 2018, 10:47 AM
A benefit of Status! Those without are generally waiting over an hour to reach QF by phone currently.
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By mspcooper | Apr 11, 2018, 11:10 AM
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?
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By ryanpst | Apr 11, 2018, 07:51 PM
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
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By ryanpst | Apr 11, 2018, 07:54 PM
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.
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By timothyshears | Apr 11, 2018, 08:42 PM
I am still on hold after 35 mins
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ryanpst

By ryanpst | Apr 13, 2018, 09:09 AM
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....
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By tronixstuff | Apr 14, 2018, 05:34 PM
Learn to multitask
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By GoldCanyon340 | Apr 15, 2018, 09:10 AM

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 edited by GoldCanyon340 at Apr 15, 2018, 09.11 AM.
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By Red Cee | Apr 16, 2018, 05:08 PM
I have never had a problem. I have always been answered and helped within five minutes.
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By Bollen | Apr 17, 2018, 07:17 PM
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.
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By Metoo | Apr 18, 2018, 07:59 PM
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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By ryanpst | Apr 19, 2018, 09:21 AM
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.

It's been hit and miss for me. Sometimes it's accurate in calling me back in the time they say, in others they've called me a lot longer than they indicated.

I normally only call for odd requests, I think if web chat was an option and they weren't so pedantic on verifying me (hey I already did it when I logged in) then I'd probably use that instead.

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