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Dear Qantas - I am tired of these 20 minute plus wait times

Dear Qantas - I am tired of these 20 minute plus wait times

Old Apr 5, 2011, 6:26 am
  #31  
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Join Date: Jan 2005
Posts: 965
Originally Posted by LTN Phobia
I give you even more novel idea. Go and fly more and become a WP. I have rarely had to hold on the phone, except in exceptional circumstance.

Well that's about the only solid benefit left as a WP anyway (exaggerated comment, no need for factual corrections about 100% extra points etc).
I credit my miles to AA as they have a far better redemption.

Considering I personally paid for 11 J and F tickets last year, long haul, on QF I think this service sucks.

I do not travel on somebody elses/employers corporate tab in premium cabins so if there is anybody on here who has a right to complain about rubbish service, it is those who pay for it themselves.

Money shouldn't even be a determinent of service thou, a leisure traveller on a $100 fare shouldn't have to wait 45 mins either.

Last edited by 747-444; Apr 6, 2011 at 2:07 am
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Old Apr 6, 2011, 11:45 pm
  #32  
 
Join Date: Jan 2004
Location: Jersey, CI
Posts: 1,094
Originally Posted by deeruck
Yep, sorry, my point was that it wasn't just the "welcome message" that changed but also the physical call centre.
The WP number is nothing more than a greeting. If you enter a non-WP number into the number, it'll put you in the non-WP queue.

Once upon a time, the WP number was separate and a 'secret' number known only to those who were privy to the Illuminati Secret Handshake

These days, it's just a way of making WP's feel special by saying "Welcome to Qantas Platinum".

In the days of IVR's, the WP priority number is obsolete. As mentioned, your call is routed based on the status of the FF number entered, not the phone number dialled.

If I dial the normal 131313 number with my WP number, I'll get through to a premium desk person in the same amount of time
drewbles is offline  
Old Jun 9, 2011, 10:26 pm
  #33  
 
Join Date: Jun 2011
Posts: 1
Thumbs down Outrageous hold times

Three times today I have waited on the phone to try and reach Qantas to make a booking. Three times today I have had to give up at the 25 minute mark.

I have no choice, I need to make an unaccompanied minor booking.

I try to avoid booking Qantas for this reason - and go with Virgin Blue - they'll usually answer in the first 5 mins.

Qantas provide a terrible service but don't offer any options for self-service - particularly annoying if you're a working parent.

Don't fly Qantas. Book with Virgin Blue.
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Old Jun 9, 2011, 11:00 pm
  #34  
 
Join Date: May 2006
Location: Wellington
Programs: QFWP (LTSG), NZ (Jade), TG ROP (Forgotten), OZ (Silver), AA (Cardboard), EK (Lowest of the Low)
Posts: 4,669
Originally Posted by WorkingMum
Three times today I have waited on the phone to try and reach Qantas to make a booking. Three times today I have had to give up at the 25 minute mark.

I have no choice, I need to make an unaccompanied minor booking.

I try to avoid booking Qantas for this reason - and go with Virgin Blue - they'll usually answer in the first 5 mins.

Qantas provide a terrible service but don't offer any options for self-service - particularly annoying if you're a working parent.

Don't fly Qantas. Book with Virgin Blue.
I am assuming that you do not have a high FFP status with Qantas and therefore subject to the hold time. I find it more annoying the go through the JQ call centre epxlain what I want then to have the call drop off.
Are travel agents able to book UM? If so let them go through the rigmorole of dealing with QF.
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Old Jun 9, 2011, 11:08 pm
  #35  
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Join Date: Jan 2005
Posts: 965
I accept that I have no status with Qantas, but what I don't find acceptable are these wait times. Yes some people just want a $300 round trip to Sydney and there isn't much money in that for QF.

But there is a reason I don't post miles to QF because their program sucks. I still buy a whole host of premium tickets each year for my partner and I on QF.

The only QF miles I have are credited through my credit card.

I don't find it OK, that I am about to go to Europe in J and my partner to South Africa in J, which has cost me a lot for these 2 tickets and I call them and get shafted on massive weight times.

Today I had a meeting at 11am, and Qantas answered at 10:55 after calling them before 10:30 - I actually got to the meeting and said to everybody they can either start with out me or wait until I get there because I am NOT hanging up to wait another 30 mins. Was a productive meeting as well.
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Old Jun 9, 2011, 11:22 pm
  #36  
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Join Date: Aug 2009
Location: SYD
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It is school holidays, a peak time for calls into QF, and any other carrier for that matter.
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Old Jun 9, 2011, 11:23 pm
  #37  
og
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Originally Posted by 747-444
I accept that I have no status with Qantas, but what I don't find acceptable are these wait times. Yes some people just want a $300 round trip to Sydney and there isn't much money in that for QF.

But there is a reason I don't post miles to QF because their program sucks. .
The QF program may suck, but it doesn't suck when you get a very very short phone wait time. Status counts sometimes . This might tip the balance in favour of putting points into QF and getting status. Time is money as you clearly identify.
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Old Jun 10, 2011, 12:51 am
  #38  
 
Join Date: Apr 2008
Location: Sydney, AU
Programs: QF SG,Velocity WP, HI Diamond, Accor Platinum
Posts: 399
Originally Posted by WorkingMum
Three times today I have waited on the phone to try and reach Qantas to make a booking. Three times today I have had to give up at the 25 minute mark.

I have no choice, I need to make an unaccompanied minor booking.

I try to avoid booking Qantas for this reason - and go with Virgin Blue - they'll usually answer in the first 5 mins.

Qantas provide a terrible service but don't offer any options for self-service - particularly annoying if you're a working parent.

Don't fly Qantas. Book with Virgin Blue.
Welcome to FT WorkingMum!
austgap is offline  
Old Jun 11, 2011, 2:27 am
  #39  
 
Join Date: Apr 2011
Location: Sydney, Australia
Programs: Skypass, Qantas Frequent Flyer, Asiana, Krisflyer, Etihad Guest, Velocity Rewards
Posts: 320
Originally Posted by 747-444
Every time I phone them I seem to wait at least 20 minutes, the other day it was 45.


I actually have stuff to do, and I can't change some of my tickets on your website.

Here is a novel idea, hire some more call center staff.
Meh - long hold times are a pain and I understand where you are coming from, but it's a fact of life these days.

What can you do?
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Old Jun 11, 2011, 2:40 am
  #40  
 
Join Date: Mar 2009
Location: Sydney
Programs: Qantas Platinum, Hilton Honors Gold
Posts: 270
Originally Posted by og
The QF program may suck, but it doesn't suck when you get a very very short phone wait time. Status counts sometimes . This might tip the balance in favour of putting points into QF and getting status. Time is money as you clearly identify.
As a SG, haven't had a waiting time longer than a couple of mins for as long as I can remeber.
to the OP, I would suggest if you value a short waiting time on the phone, then credit the miles to QF. Like it or not you can't have your cake and eat it as well
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Old Jun 11, 2011, 2:52 am
  #41  
 
Join Date: Sep 2006
Location: LON
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It's the same if you call a bank or Telstra/Optus/VHA etc - it is an unfortunate fact of life these days.
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Old Jun 13, 2011, 7:49 am
  #42  
 
Join Date: Nov 2005
Location: Lithgow, NSW
Programs: QF Bronze, Velocity
Posts: 1,049
Suspect this is ash cloud related but I accidentally disconnect after a hold of 210 minutes today after ringing 131313 and entering my nb number.
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Old Jun 13, 2011, 8:23 am
  #43  
 
Join Date: Dec 2006
Posts: 1,114
Originally Posted by WorkingMum
Three times today I have waited on the phone to try and reach Qantas to make a booking. Three times today I have had to give up at the 25 minute mark.

I have no choice, I need to make an unaccompanied minor booking.

I try to avoid booking Qantas for this reason - and go with Virgin Blue - they'll usually answer in the first 5 mins.

Qantas provide a terrible service but don't offer any options for self-service - particularly annoying if you're a working parent.

Don't fly Qantas. Book with Virgin Blue.
Welcome to FT

I don't think it would matter which airline you called today - with thousands of displaced passengers, you'll experience longer than usual wait times with all airlines. Both Qantas and Virgin have this message, and the reason when you call them, so you shouldn't be too surprised.
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Old Jun 13, 2011, 6:43 pm
  #44  
 
Join Date: Jul 2000
Location: Sydney
Posts: 5,768
Unhappy

Ive been on hold for 4 hrs to book an elal int flight
still waiting

called the US number and got answered in 4 mins but the girl(in NZ of all places, was useless so still on hold on original landline call

maybe they need to organise extra staff

called sing air and got on in 4 mins

still on hold

Last edited by tinkybelle; Jun 13, 2011 at 7:26 pm
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Old Jun 15, 2011, 8:32 pm
  #45  
 
Join Date: Aug 2009
Location: MEL
Programs: Plastic Fantastic! - QF, DJ, AF, NZ, DL etc..
Posts: 414
Qf answered my calls in 4 seconds during recent volcano disurptions.
Yes i am WP so jumped the queue.
But after 3+ hours on hold over the past days with other airlines..
This was a no brainer and the tickets were purchased..

o/t have been treated very badly regarding excessive wait times from an insurance company with which i have a claim, only to find out that if I am ringing to purcahse a new policy I will jump the queue instantly, did this and wait times reduced.. each to their own?
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