Attempting to get an accurate reading on Qantas customer call service wait times is akin to a game of pin the tail on the kangaroo - double blindfolded. | OPINION by Elizabeth Knight Qantas
Qantas has apologised to its customers and begun to hire 750 additional call centre operators to manage a customer service nightmare that has left travellers waiting on the end of the phone line for several hours.
The automated message that kicked in when I called on Thursday said “more than two hours” and that was only for those travelling over the next 24 hours. Those who are not about to step on a plane are told to hang up. It doused the speculation that it had cut call centre staff numbers to save costs and told its loyalty customers that the call centre bottleneck was the result of an increased number of callers that were asking more complicated questions. From an average of 7500 calls per day the current volume is around 14,000 and each call is 50 per cent longer than average.
Thanks to social media, unhappy customers can vent with like-minded disgruntled flyers and feel justified in their anger. If this can become an issue over the past couple of weeks, it would be understandable that Qantas was blindsided. But it’s a problem that has been fermenting for many months.
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