<p>A Qantas Airbus A380</p>

A Qantas Airbus A380

Fuming woman says Qantas kept her on hold for eight and a half hours

Aussie radio show gets multiple callers saying airline has kept them on the phone for hours

Lucy Thackray
Monday 04 April 2022 09:13
Comments

An irate Qantas customer has claimed that the airline kept her on hold for more than eight and a half hours.

Katrina showed presenters of Sydney’s Radio2GB her call log, featuring a call of eight hours and 39 minutes.

“I took the call to a meeting, I took the call to an eatery,” she told them.

Her colleagues were equally astonished by the amount of time spent on hold, she says.

“It was a two-hour meeting and we had the music playing in the background the whole time.”

Several customers called into presenter Ben Fordham’s show on Tuesday after a listener named Todd complained that he’d been kept on the phone for six hours and 31 minutes by the Australian flag carrier.

Another caller claimed that, after several hours on hold, they were put through to a South African call centre.

Meanwhile, Twitter user Huso Medanovic posted a screenshot of a call, allegedly to Qantas, which showed he’d been on the line for five hours and eight minutes.

“Qantas as usual bringing out their best customer service delivery (NOT). Flex Business class ticket purchased, asked for amendment or refund and nobody had an idea what’s happened with the cancellation. Almost five hours on the phone with service team,” he wrote.

Last week Qantas attracted some lively debate about its customer service after launching a nostalgic new advert, featuring Kylie Minogue and Hugh Jackman among other Australian celebrities.

Echoing the lyrics of the ‘Qantas anthem’ - Peter Allen’s I Still Call Australia Home - follower Traff Judd wrote: “But no matter how far or how wide I roam, Qantas still doesn’t answer their phone”.

Catherine Rae told Daily Mail Australia that she’d spent three hours on hold trying to change a booking for her parents after their flight was rescheduled.

“I wonder how many other people are frustrated by the terrible communication and customer service from Qantas.

“You would think with them spending all this money on adverts and having two years of grounded flights they’d want to get their service right and retain customers where they can.”

A Qantas spokesperson said: “These wait times are not acceptable, and we apologise to customers who have waited so long to get through to us. Our customers have been very understanding and we appreciate everyone’s patience.

“No airline’s contact centres were designed to be able to manage the record number of calls and complexity of Covid-related queries, which continue to impact customer wait times as people re-book travel that’s been delayed for the past two years. We’re also seeing a fresh wave of calls with every change to a border somewhere in the world, as Covid restrictions are wound back, which often occur at no notice.

“Because Covid has significantly changed our network and that of our partner airlines, many customer queries are far more complex than they were pre-pandemic and are on average taking 50 per cent longer to resolve when chatting to one of our agents.

“We’ve already added hundreds of staff to our call centres, and each month we are recruiting and training more people.”

Register for free to continue reading

Registration is a free and easy way to support our truly independent journalism

By registering, you will also enjoy limited access to Premium articles, exclusive newsletters, commenting, and virtual events with our leading journalists

Please enter a valid email
Please enter a valid email
Must be at least 6 characters, include an upper and lower case character and a number
Must be at least 6 characters, include an upper and lower case character and a number
Must be at least 6 characters, include an upper and lower case character and a number
Please enter your first name
Special characters aren’t allowed
Please enter a name between 1 and 40 characters
Please enter your last name
Special characters aren’t allowed
Please enter a name between 1 and 40 characters
You must be over 18 years old to register
You must be over 18 years old to register
Opt-out-policy
You can opt-out at any time by signing in to your account to manage your preferences. Each email has a link to unsubscribe.

By clicking ‘Create my account’ you confirm that your data has been entered correctly and you have read and agree to our Terms of use, Cookie policy and Privacy notice.

This site is protected by reCAPTCHA and the Google Privacy policy and Terms of service apply.

Already have an account? sign in

By clicking ‘Register’ you confirm that your data has been entered correctly and you have read and agree to our Terms of use, Cookie policy and Privacy notice.

This site is protected by reCAPTCHA and the Google Privacy policy and Terms of service apply.

Register for free to continue reading

Registration is a free and easy way to support our truly independent journalism

By registering, you will also enjoy limited access to Premium articles, exclusive newsletters, commenting, and virtual events with our leading journalists

Already have an account? sign in

By clicking ‘Register’ you confirm that your data has been entered correctly and you have read and agree to our Terms of use, Cookie policy and Privacy notice.

This site is protected by reCAPTCHA and the Google Privacy policy and Terms of service apply.

Join our new commenting forum

Join thought-provoking conversations, follow other Independent readers and see their replies

Comments

Thank you for registering

Please refresh the page or navigate to another page on the site to be automatically logged inPlease refresh your browser to be logged in