Trying to contact Qantas to assist with a booking I can't complete online and each time I call the wait time is >1 hour. I haven't been offered a call back when an agent becomes free - has this service been discontinued? It used to be a useful tool instead of having to hold.
I think the call centre is just over loaded with calls atm. I spent around 5 hrs on Saturday rescheduling some rtw itineraries and wasn't offered a call back but in the current environment I suspect I wasn't the only one rescheduling.
I think the call centre is just over loaded with calls atm. I spent around 5 hrs on Saturday rescheduling some rtw itineraries and wasn't offered a call back but in the current environment I suspect I wasn't the only one rescheduling.
I had a long wait weeks ago and it's disappointing that Qantas hasn't done more to fix this since.
Maybe an offer to reallocate some staff, from operational roles to customer service roles, could be mutually beneficial.
Must be inconsistent in that case - I tried four times (gold) but was not offered a call back. In the end I got through to someone using the chat function in the app. Although it took two hours before the chat was initiated it was better than holding. Worth noting this was on Sunday / Monday before Tuesday's announcement which no doubt would have led to a greater influx of calls.
Have some affected flights. Called the Platinum number and got the message delays in excess of 2 hours. Also noted that Qantas will call passengers, so waiting for the calls.
I suspect it'll be long wait times for the next few weeks given such a large number of flight changes. The change in flight schedules must affect somewhere between 50,000 and 100,000 passengers
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Has Qantas stopped its call back service?
MrT
MrT
Qantas - Qantas Frequent Flyer
Member since 28 Aug 2015
Total posts 80
Trying to contact Qantas to assist with a booking I can't complete online and each time I call the wait time is >1 hour. I haven't been offered a call back when an agent becomes free - has this service been discontinued? It used to be a useful tool instead of having to hold.
Stuart Jackson
Stuart Jackson
Qantas - Qantas Frequent Flyer
Member since 15 Mar 2015
Total posts 84
I think the call centre is just over loaded with calls atm. I spent around 5 hrs on Saturday rescheduling some rtw itineraries and wasn't offered a call back but in the current environment I suspect I wasn't the only one rescheduling.
hutch
hutch
Member since 07 Oct 2012
Total posts 772
Originally Posted by Stuart Jackson
I think the call centre is just over loaded with calls atm. I spent around 5 hrs on Saturday rescheduling some rtw itineraries and wasn't offered a call back but in the current environment I suspect I wasn't the only one rescheduling.
Maybe an offer to reallocate some staff, from operational roles to customer service roles, could be mutually beneficial.
whoppersandwich
whoppersandwich
Qantas - Qantas Frequent Flyer
Member since 11 Dec 2017
Total posts 125
They definitely haven't for Gold/Platinum, tho it may take a couple of tries before they initiate the offer...
MrT
MrT
Qantas - Qantas Frequent Flyer
Member since 28 Aug 2015
Total posts 80
Must be inconsistent in that case - I tried four times (gold) but was not offered a call back. In the end I got through to someone using the chat function in the app. Although it took two hours before the chat was initiated it was better than holding. Worth noting this was on Sunday / Monday before Tuesday's announcement which no doubt would have led to a greater influx of calls.
Ross Tas
Ross Tas
QF
Member since 04 Feb 2016
Total posts 9
Called late last week I wasn't offered the Call Back option thankfully only on hold for about 30 minutes.
Concorde
Concorde
Member since 05 Apr 2017
Total posts 10
Several weeks ago I was given no option but to use the Call Back "option". They still have not called back !
OZjames70
OZjames70
Member since 15 Mar 2018
Total posts 26
Have some affected flights. Called the Platinum number and got the message delays in excess of 2 hours. Also noted that Qantas will call passengers, so waiting for the calls.
adv
adv
Qantas - Qantas Frequent Flyer
Member since 12 Apr 2017
Total posts 17
I suspect it'll be long wait times for the next few weeks given such a large number of flight changes. The change in flight schedules must affect somewhere between 50,000 and 100,000 passengers