Qantas customer service ??

By David Klease | Sep 06, 2018, 02:15 PM
Hello Everyone,
Been Platinum with QF for several years, LTG consequently.
Recently contacted QF to organise a tricky itinerary into Africa.
Called the premium number provided by QF, and the guy asked me if I was booking business or economy, I said economy, and he hung up, ended the call right there......
Not much more I can say really...except to say that I am now flying those sectors with EK on EK numbers.....are you listening Alan ??
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By jrfsp | Sep 06, 2018, 02:19 PM
I very much doubt it was purposful, in their defence they are usually helpful and professional. Sometimes you do have to play the game and try another person however....
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Mari Unuia Sanga

By anonymous | Sep 06, 2018, 02:47 PM
Sounds like the agent thought it was too hard. Plenty of reports online of this happening. Notice how Qantas doesn't ask you to stay on the line to rate the call. That is because they don't care.
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Tom Wilson

By wdeguara | Sep 06, 2018, 04:11 PM
Have had this happen to me a number of times with Qantas. If your request is moderately complex or requires an extended amount of time to address you will often find that your call becomes mysteriously 'disconnected'.
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By tommygun | Sep 07, 2018, 06:14 AM
I've had that too. No respect for customers. QF "customer service" is an oxymoron.
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By 854irs | Sep 07, 2018, 09:50 AM
Hello Everyone,
Been Platinum with QF for several years, LTG consequently.
Recently contacted QF to organise a tricky itinerary into Africa.
Called the premium number provided by QF, and the guy asked me if I was booking business or economy, I said economy, and he hung up, ended the call right there......
Not much more I can say really...except to say that I am now flying those sectors with EK on EK numbers.....are you listening Alan ??

Not surprised. Qantas service is going backwards and no-one in Qantas management wants to hear real feedback. I have tried to provide constructive feedback as have flown with Qantas for 40 years, but have given up and booking with EA as better service, better value and they encourage feedback.



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By mannej | Sep 07, 2018, 10:33 AM
Hello Everyone,
Been Platinum with QF for several years, LTG consequently.
Recently contacted QF to organise a tricky itinerary into Africa.
Called the premium number provided by QF, and the guy asked me if I was booking business or economy, I said economy, and he hung up, ended the call right there......
Not much more I can say really...except to say that I am now flying those sectors with EK on EK numbers.....are you listening Alan ??

Not surprised. Qantas service is going backwards and no-one in Qantas management wants to hear real feedback. I have tried to provide constructive feedback as have flown with Qantas for 40 years, but have given up and booking with EA as better service, better value and they encourage feedback.




Isn't the airline with the IATA code East Horizon Airlines - I assume you mean EK and emirates?
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By Steve987 | Sep 07, 2018, 07:12 PM
Hello Everyone,
Been Platinum with QF for several years, LTG consequently.
Recently contacted QF to organise a tricky itinerary into Africa.
Called the premium number provided by QF, and the guy asked me if I was booking business or economy, I said economy, and he hung up, ended the call right there......
Not much more I can say really...except to say that I am now flying those sectors with EK on EK numbers.....are you listening Alan ??

Not surprised. Qantas service is going backwards and no-one in Qantas management wants to hear real feedback. I have tried to provide constructive feedback as have flown with Qantas for 40 years, but have given up and booking with EA as better service, better value and they encourage feedback.




Isn't the airline with the IATA code East Horizon Airlines - I assume you mean EK and emirates?

Really necessary?
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By Aussieflyer | Sep 08, 2018, 01:47 PM
Have any of you actually flown in a premium cabin on ANY American based airline. Sorry - QF might fail on occasion, but their service is amazing compared to any American airline. I now choose QF over SQ (mainly because of their horrid new A350 Business seats), and SQ's cabin and ground service has become so arrogant it's bizarre. Cathay I wouldn't rate, I would never fly an American airline long-haul. Happy with QF
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Mari Unuia Sanga

By dazzle_perth | Sep 10, 2018, 01:22 AM
I'll chime in here...just like the original poster, I'm also LTG and have been platinum for over a decade. I'd have to agree that my recent experience in the last 2 months with their premium call centre has been extremely disappointing...in particular, one call centre team member based in Tasmania was extremely rude and argumentative and she was intent in talking down. I was on hold for 47mins before my call was answered and when she took my call, she made it very clear that she had a long day and made her displeasure known very early in our call. I had the call on speaker in my office and I had 2 of my colleagues who walked in and overheard parts of the conversation and were astonished at the tone and attitude delivered. I escalated this, had a very good conversation with a customer service manager and she acknowledged that there were a number of issues relating to their call centre agents and also acknowledged that feedback for poor service has been increasingly high of late.
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By Jedinak K | Sep 10, 2018, 08:32 AM
Have any of you actually flown in a premium cabin on ANY American based airline. Sorry - QF might fail on occasion, but their service is amazing compared to any American airline. I now choose QF over SQ (mainly because of their horrid new A350 Business seats), and SQ's cabin and ground service has become so arrogant it's bizarre. Cathay I wouldn't rate, I would never fly an American airline long-haul. Happy with QF

Based on these comments I wouldn't say that QF is failing customer service occasionally, it's becoming more common.

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dazzle_perth

By dm12 | Sep 11, 2018, 10:00 AM
Called them last night, was a wait so they called me back 8 mins later as promised. Issue sorted quickly and actually improved the situation from the original booking. Nice friendly agent. Never had a bad experience with their call centre.
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By whitebear | Sep 14, 2018, 03:38 PM
I am only gold (no LTG), but have had similar issues where they palm you off.
I was trying to change a flight to an earlier flight, and there was apparently some issue with the return leg being a different class of ticket to my outgoing leg, and differing class on the flight I wanted to change to. I didn't really get it. After talking and being on hold multiple times over 15 minutes, I was suddenly told the system is down and to try back in 30 minutes. I rang back after 30 minutes (did the call-back option - 20 minute wait there) and spoke to a new person who was able to change it immediately and said that there had been no system issues that evening at all...
So YMMV. I usually have no issues with their agents.
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By jared7825 | Sep 16, 2018, 12:35 AM
Platinum and have booked and changed both Economy and Business class, personal and business travel with no issues for the last year (weekly traveler due to work). I use the call center for some changes and new bookings when I'm on the move, have never paid the "fee" for phone bookings either.

Guess its just who you get on the other end of the phone?

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By tommygun | Sep 17, 2018, 09:42 AM
Guess its just who you get on the other end of the phone?


Very true, but no excuse for poor service because some agents don't know any better.
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By Geoffair | Sep 17, 2018, 12:29 PM
It may just be the attitude of some of its long-serving staff, boarded a domestic B737 recently and pax cabin crew had a long chat at the doorway with the working crew while us poor customers had to wait.
Ok it was only about 4 minutes however the lack of consideration of both crew towards their pax was astounding.
I've never been on any other airline where non-working staff have priority over boarding pax, except in seating!
Perhaps they should be on LCC type annual renewable contracts to make them realise who actually pays their salaries?
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