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Non existent "service" from Qantas helpdesk

Non existent "service" from Qantas helpdesk

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Old Dec 18, 17, 2:42 pm
  #1  
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Join Date: May 2011
Programs: Singapore, Qantas
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Non existent "service" from Qantas helpdesk

I called the Qantas frequent flyer number to enquire about some missing points and left my details for a call back.
The call back came, I was asked the required security questions and once identified, explained the reason for the call. The gent I was dealing with felt it was not his area of expertise and forwarded me to a colleague.

I was then told I needed to be identified. I explained I had already gone through the process with the first officer who put me through, that it was a waste of time but having raised my reluctance I would submit . I also said I hoped the call was being recorded so the quality control reviewers would take my comments on board and streamline procedures. At this point the Qantas officer terminate the call.

Whilst I made my point firmly, at no time was I rude to the officer.

At a time when Qantas is having to compete with both Asian and Middle Eastern Carriers for business they should lift their game when it comes to service .
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Old Dec 18, 17, 2:57 pm
  #2  
og
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Location: SYD
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So you’re cranky that you had to verify your identity to each person you spoke with? When I’ve done this, it takes only a few seconds. What’s the problem? Sounds like you were having a bad day!
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Old Dec 18, 17, 3:02 pm
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Join Date: Jun 2013
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Originally Posted by Jaded11 View Post
I called the Qantas frequent flyer number to enquire about some missing points and left my details for a call back.
The call back came, I was asked the required security questions and once identified, explained the reason for the call. The gent I was dealing with felt it was not his area of expertise and forwarded me to a colleague.

I was then told I needed to be identified. I explained I had already gone through the process with the first officer who put me through, that it was a waste of time but having raised my reluctance I would submit . I also said I hoped the call was being recorded so the quality control reviewers would take my comments on board and streamline procedures. At this point the Qantas officer terminate the call.

Whilst I made my point firmly, at no time was I rude to the officer.

At a time when Qantas is having to compete with both Asian and Middle Eastern Carriers for business they should lift their game when it comes to service .
I would've terminated the call, too.
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Old Dec 18, 17, 4:00 pm
  #4  
 
Join Date: Nov 2011
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This happens very frequently, with banks, other airlines, etc. Yes, it is always frustrating, but hardly confined to Qantas. I almost get a positive feel-good when a transfer happens and I don't have to go through the security rigmarole again.
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Old Dec 18, 17, 7:38 pm
  #5  
 
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Location: Tasmania, Australia
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Originally Posted by theddo View Post
I would've terminated the call, too.
+1
Originally Posted by pbl22 View Post
This happens very frequently, with banks, other airlines, etc. Yes, it is always frustrating, but hardly confined to Qantas. I almost get a positive feel-good when a transfer happens and I don't have to go through the security rigmarole again.
+1

@Jaded11, get real... You were probably transferred from one department to another one, so there was no record of you being identified and the agent was doing his/her job properly. Instead of being cranky you should be happy... And if you think grass is greener at SQ or middle east carriers, be prepared for a very rude awakening...
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