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Unbelievably disgraceful service

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Unbelievably disgraceful service

Old 27th Feb 2022, 02:12
  #21 (permalink)  
 
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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.
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Old 27th Feb 2022, 02:24
  #22 (permalink)  
 
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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.
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Old 27th Feb 2022, 02:41
  #23 (permalink)  
 
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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.
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Old 27th Feb 2022, 02:51
  #24 (permalink)  
 
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Originally Posted by swh View Post
I guarantee you if you put this onto the Facebook and/or Twitter feeds this would be resolved in 10 minutes. Passengers donít read PPRuNe, they donít care what is posted on here. Post it on social medial and presto itís fixed.
I'm still waiting for a Twitter response after one week....😒🤔
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Old 27th Feb 2022, 03:25
  #25 (permalink)  
 
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Can you go to the airport service desk and organise it directly there?
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Old 27th Feb 2022, 05:56
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Originally Posted by swh View Post
I guarantee you if you put this onto the Facebook and/or Twitter feeds this would be resolved in 10 minutes. Passengers donít read PPRuNe, they donít care what is posted on here. Post it on social medial and presto itís fixed.
You will most likely get a response along the theme of how this is a very isolated case & they are very confident the wait time is usually very minimal.
They will also tell you they have 1 of the best customer service records according to their own research,blah blah blah!
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Old 27th Feb 2022, 06:50
  #27 (permalink)  
 
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Originally Posted by The Golden Rivet View Post
Can you go to the airport service desk and organise it directly there?
I had often wondered that? Not tried it myself.
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Old 27th Feb 2022, 07:37
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Originally Posted by bolthead View Post
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.
Surely you mean closing the overseas call centres and not replacing them at all.

One thing covid and WFH has demonstrated is that 75% of public servants could be got rid of with no loss of service.
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Old 27th Feb 2022, 10:04
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Crap airline for pax service, always has been, probably always will be.
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Old 27th Feb 2022, 11:11
  #30 (permalink)  
 
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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.
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Old 27th Feb 2022, 12:35
  #31 (permalink)  
 
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Originally Posted by The Golden Rivet View Post
Can you go to the airport service desk and organise it directly there?
Wouldnít the parking cost you more than the credit is worth?
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Old 27th Feb 2022, 13:22
  #32 (permalink)  
 
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Originally Posted by Lazyload View Post
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?
For what itís worth, I think I can speak for the majority of the pilots, cabin crew, and other front line QF employees, that what you experienced as a customer (I prefer the term ďpassengerĒ), is disgraceful, and it embarrasses us as front line employees. We do our best to offer a good service, and when we are undermined by our cost-cutting management in this way it tends to lead us to despair.

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?
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Old 27th Feb 2022, 14:08
  #33 (permalink)  
 
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Originally Posted by SRFred View Post
Surely you mean closing the overseas call centres and not replacing them at all.

One thing covid and WFH has demonstrated is that 75% of public servants could be got rid of with no loss of service.
Does it? Care to elaborate with specific examples?
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Old 27th Feb 2022, 18:46
  #34 (permalink)  
 
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Originally Posted by The Golden Rivet View Post
Can you go to the airport service desk and organise it directly there?
Didn't QF close the airport service desks?

Very few of them could do what the OP wanted anyway, that was our job in reservations
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Old 27th Feb 2022, 23:45
  #35 (permalink)  
 
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I donít understand why you donít just go onto your frequent flyer portal, go to ďBookingsĒ, click on your credit and then redeem it.
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Old 28th Feb 2022, 02:36
  #36 (permalink)  
 
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Try this priority phone number

1300 024 715
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Old 28th Feb 2022, 10:38
  #37 (permalink)  
 
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Originally Posted by bolthead View Post
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.
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.
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Old 1st Mar 2022, 19:45
  #38 (permalink)  
 
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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.
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Old 2nd Mar 2022, 09:40
  #39 (permalink)  
 
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QF more pax more calls longer wait. VA less pax less calls less wait.
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Old 2nd Mar 2022, 09:49
  #40 (permalink)  
 
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QF more pax more calls longer wait. VA less pax less calls less wait.
Yeah/Nah. Don't think that's the reason.
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