Unbelievably disgraceful service
Join Date: Jan 2003
Location: Kelowna Wine Country
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Returning from S Africa in November we spent literally days on the phone trying to call airlines. AF were worst, followed by Westjet which is sad because they try so hard when you eventually do get hold of them (after 8 hours!) Lufthansa were best, about half an hour but couldn't help anyway and they do have the very, very worst seats on their latest planes in our opinion.
Telstra are advertising big at the moment about bringing their call centres back home. Imagine how much that would have cost, closing them down and bringing them back a few years later. No doubt two lots of management bonuses.
Back in the early days of the pandemic (I'm thinking it was April 2020), I had to call Delta to change a reservation since taking a trip as a tourist would have been a waste of time asnearly everything was closed (I couldn't change it on-line because of the discount code I'd used). Of course, since nearly everyone was cancelling/changing their flights at that time the wait times were crazy long. Since the Delta system is 24/7, I waited until close to midnight Pacific time to call (3am in Georgia) - got through in less than 30 minutes.
A few months later when I had to call back and change my change (since Covid was still going strong six months after the "two weeks to bend the curve" Delta had instituted an automatic call-back system which worked quite nicely.
A few months later when I had to call back and change my change (since Covid was still going strong six months after the "two weeks to bend the curve" Delta had instituted an automatic call-back system which worked quite nicely.
I'm still waiting for a Twitter response after one week....😒🤔
They will also tell you they have 1 of the best customer service records according to their own research,blah blah blah!
One thing covid and WFH has demonstrated is that 75% of public servants could be got rid of with no loss of service.
Join Date: Jan 2008
Location: australia
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Use a dif carrier?
If they don't value your business, why waste another minute? Book on another carrier, and write off the 'covid credit' as a loss, and don't give 'em any more of your money, ever.
Join Date: Jun 2006
Location: Brisbane
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Hi guys, I know you won't believe this, so I post a screenshot. I've hung off the phone for over 3 hours in the " Your call is very important to us" queue to talk to QF. All I want to do is make an international booking for 2 and spend about $10K.Why the phone call and not internet booking? Because for the last 2 years I've been trying to get a credit from QF for cancelling a flight due covid and I need to talk to them. They've got my money already! Maybe I've answered my own question. I know you guys fly at the pointy end, but don't forget that your job is paid for by the minions that sit behind you. If this is the best that QF can do to attract business, then ... I don't know what to add. What do you think?
It was already heading that way pre-pandemic. Stand-downs and associated staff reductions, outsourcing, and just staff choosing not to come back to work (found a better job) have made it much worse. In fact, the only segment of Qantas that appears to have survived the pandemic unscathed is the executive-level management.
Now, I understand that it is bloody hard to run a large business through a pandemic with high fixed costs and virtually zero cash flow for 2+ years with a constantly changing outlook for the future. That Qantas has managed to continue with solvency is actually a feat, and maybe executive management deserve their credit (credit, yes, multi-million dollar pay, no). But it has come with a cost - particularly a huge loss of good employees - will Qantas ever be the same airline again?
I don’t understand why you don’t just go onto your frequent flyer portal, go to “Bookings”, click on your credit and then redeem it. 
Join Date: May 2002
Location: uk
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I suspect a big bonus for the brilliant idea of moving them abroad and then a big bonus for the brilliant idea of moving them back.
FWIW I have been in contact with VA to change my bookings and waited for no more than 1 minute. Very quick indeed.
These waiting times with QF are pathetic. Thank goodness I'm flying VA.
These waiting times with QF are pathetic. Thank goodness I'm flying VA.