Long hold when calling

Old Jan 16, 2023, 6:34 pm
  #16  
 
Join Date: May 2003
Programs: NZ Elite, AC SE100K, Westjet, Marriott, Nexus, Global Entry
Posts: 6,204
Originally Posted by sbiddle
I rang this morning.. At 1hr45 the call dropped.

Called back just before 1pm and got an immediate callback option so. used that. Callback unfortunately came at 4pm right while I was at the dentist for 15 mins so I missed it.

Called back when I got home at 5pm and the IVR announced an expected wait time of over 6 hours. Yeah nah.
I called this past Friday at 3:30am NZT (6:30am my time) and only waited a couple of minutes.
That time of day works for me given my time zone and being a morning person, but 3:30am for all of you is just plain nasty, unless stumbling home for a big night out.
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Old Jan 16, 2023, 7:00 pm
  #17  
 
Join Date: Oct 2007
Posts: 185
Originally Posted by taupo
I called this past Friday at 3:30am NZT (6:30am my time) and only waited a couple of minutes.
That time of day works for me given my time zone and being a morning person, but 3:30am for all of you is just plain nasty, unless stumbling home for a big night out.
High risk strategy too...would be interesting to wake up and see what flights had changed Maybe a bit of dutch courage would result in bookings changed from PY to BP!
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Old Jan 17, 2023, 3:55 pm
  #18  
 
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3 hour wait time just now . . . . . its lunchtime on a Wednesday FFS!
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Old Jan 17, 2023, 4:05 pm
  #19  
 
Join Date: Jun 2019
Posts: 84
Well EVERYONE calls at lunchtime since, well it's lunchtime and their not working. You might as well try calling the IRD at lunchtime and see how that goes as well
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Old Jan 17, 2023, 4:46 pm
  #20  
 
Join Date: Nov 2017
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My mother called yesterday about 2pm, with silver status. She got picked up within 15 minutes.
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Old Jan 17, 2023, 5:29 pm
  #21  
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Join Date: Mar 2005
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My call the other day (1h44m hold) resulted in dealing with a CSR who was either new to dealing specifically with Elite program matters, or was not a designated Elite CSR.
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Old Jan 19, 2023, 12:26 pm
  #22  
 
Join Date: May 2008
Location: MSP
Programs: DL Plat, NZ Elite, QF Plat
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Have had to call 3 times this week. 3 hour wait times quoted, but each time was offered call back option which was great. Used to be very hit and miss who was offered call back.
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Old Feb 17, 2023, 7:47 am
  #23  
 
Join Date: May 2003
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4 minute hold time at NZ3:30am (6:30am my time).
I know most people don't want to get up at 3:30am, but it is a good time to get through quickly.
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Old Feb 21, 2023, 6:40 pm
  #24  
 
Join Date: Jan 2023
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Thought doing well to have call answered after 70 minutes, only to be told cannot do international flights, please hold
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Old Feb 21, 2023, 11:49 pm
  #25  
 
Join Date: Aug 2005
Location: Auckland
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1 hour 55min wait at 2pm, after a previous 60min wait when I had to hang up. No call back offered. That was after the 'we can see you are a premium customer' automated response. Fantastic customer service once the call was answered. Will definitely set the alarm for 03:30am in the future!
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Old Feb 22, 2023, 2:51 am
  #26  
 
Join Date: Mar 2004
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GE recognised - first call had to hang up after 45 minutes
second call had to hang up after 60 minutes
third call had to hang up after 94 minutes
No option for call back.
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Old Feb 27, 2023, 7:14 pm
  #27  
 
Join Date: Jun 2019
Posts: 84
I received two call backs today 10am and 2.15pm, both within an hour of the original calls for rescheduled flights and both were sorted quickly and efficiently. I've no status, just an Airpoints member.
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Old Feb 27, 2023, 8:57 pm
  #28  
 
Join Date: Apr 2013
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I called last Fri about 6:30am and had about a 2 min hold.

Rang this morning about 6:15 and was on hold for about 5 mins and then got the callback option. Selected this and had a call back in about 60 seconds.
Beano likes this.
sbiddle is online now  
Old Mar 1, 2023, 4:52 pm
  #29  
 
Join Date: Aug 2000
Location: Auckland, NZ
Programs: NZ Gold Elite, BA, UA, QF..
Posts: 222
why is Callback only sometimes available? Elite member, still on hold, 94 mins so far

Originally Posted by sbiddle
I called last Fri about 6:30am and had about a 2 min hold.

Rang this morning about 6:15 and was on hold for about 5 mins and then got the callback option. Selected this and had a call back in about 60 seconds.
gbogo is offline  
Old Mar 1, 2023, 5:10 pm
  #30  
 
Join Date: Jan 2016
Posts: 2,707
Callback only makes sense when the queue is static or shortening. If the queue is getting longer, offering a call back will make things worse.

When the queue is growing you need to shed people who aren't calling about timely matters. Having them stay on the line achieves this. As don't want callbacks happening days down the track.

This is a very common configuration pattern for phone systems. Most other places with call back will offer something similar. Just don't notice as they don't have IRROP events which have high call in numbers in the same way as airlines do.
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