Call center hold times increasing while on hold?
Feb 28, 2022, 1:48 pm
#1
Original Poster
Join Date: Nov 2009
Posts: 228
Call center hold times increasing while on hold?
Hi
I rang up the call center to be told the hold time is one hour 20 minutes. Every few minutes the time is increasing. I'm now one hour twenty minutes in and it says they hope to answer my call in 2 hours 30 minutes. Has anybody else have this happen to them? I am just being pushed to the back of the line?
Thanks in advance
I rang up the call center to be told the hold time is one hour 20 minutes. Every few minutes the time is increasing. I'm now one hour twenty minutes in and it says they hope to answer my call in 2 hours 30 minutes. Has anybody else have this happen to them? I am just being pushed to the back of the line?
Thanks in advance
Feb 28, 2022, 2:21 pm
#2
Join Date: Jan 2016
Posts: 2,645
Hi
I rang up the call center to be told the hold time is one hour 20 minutes. Every few minutes the time is increasing. I'm now one hour twenty minutes in and it says they hope to answer my call in 2 hours 30 minutes. Has anybody else have this happen to them? I am just being pushed to the back of the line?
Thanks in advance
I rang up the call center to be told the hold time is one hour 20 minutes. Every few minutes the time is increasing. I'm now one hour twenty minutes in and it says they hope to answer my call in 2 hours 30 minutes. Has anybody else have this happen to them? I am just being pushed to the back of the line?
Thanks in advance
As always generally find Twitter DMs the best. Don't need to wait in a call queue, and once you make it to active DMs replies are fairly timely.
Feb 28, 2022, 4:08 pm
#4
Original Poster
Join Date: Nov 2009
Posts: 228
So right around 90 minutes on hold (Literally just after they said it would be another 2 hours 30 minutes) I got through. I told the lady about what the system was saying and she said she would pass it on. Good to see NZ opening up again
Feb 28, 2022, 5:46 pm
#6
Join Date: Jul 2014
Location: Hokitika, New Zealand
Programs: Air New Zealand
Posts: 144
I get this all the time, although have found it to be very unreliable. Last call I started at a 30min wait time, with it going up in 5min increments for the next half hour until it got to a 80min wait time. But then the call was answered around the 30min mark. Never got the opportunity to apply for a call back.
Mar 6, 2022, 4:49 am
#7
Join Date: Jul 2009
Programs: QF, NZ, MH, Hilton
Posts: 79
Experienced a 60-55-60 minutes last week. Gave up waiting after 5 minutes and as driving past the airport (NSN) made the slight detour and went into the terminal and got my issue sorted quickly face to face without even having to pay for parking.
Mar 28, 2022, 10:37 pm
#8
Join Date: Nov 2012
Programs: NZ GE, QF
Posts: 390
The other day it was about 20 minutes.
I've now gone way beyond my previous ever record, 1 hour 14 minutes. I've been an Elite for many years and while I've had the occasional long wait (787 issues, weather disrupts) this is way beyond those. And I only ever call when I can't do it online.
I've now gone way beyond my previous ever record, 1 hour 14 minutes. I've been an Elite for many years and while I've had the occasional long wait (787 issues, weather disrupts) this is way beyond those. And I only ever call when I can't do it online.
Mar 29, 2022, 12:49 am
#9
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,212
Over two hours on hold Sat morning and then disconnected randomly 😡. Tried again Sunday, offered a call-back which happened after 40mins. All sorted quickly.
I am a non-premium NZ customer (but *G).
I am a non-premium NZ customer (but *G).
Mar 30, 2022, 1:10 am
#11
Join Date: Aug 2005
Location: Auckland
Programs: Air NZ *E, IHG Ambassador, Qantas Gold, Marriott Platinum Elite, HH Gold
Posts: 128
Two hours twenty this afternoon with no answer. At least the music was good. I'm Gold Elite and usually my calls would be answered within maximum five minutes. I can't solve this problem online so am stuck with listening to music while I wait.... At this stage I am not even being offered a call back!
Mar 30, 2022, 2:14 am
#12
Join Date: Jan 2016
Posts: 2,645
Two hours twenty this afternoon with no answer. At least the music was good. I'm Gold Elite and usually my calls would be answered within maximum five minutes. I can't solve this problem online so am stuck with listening to music while I wait.... At this stage I am not even being offered a call back!
Even if you can't do it via the web site you can do most things through a Twitter DM.
Also can call centre staff work from home or like most businesses are they down staff at the moment?
Apr 1, 2022, 5:17 pm
#14
Join Date: May 2010
Posts: 1,498
I’ve found ever since the new “intelligent” voice recognition phone system rolled out wait times have been worse.