Home U.S Qantas issues grovelling apology to airline customers for 'unacceptable' call wait times

Qantas issues grovelling apology to airline customers for 'unacceptable' call wait times

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Qantas issues grovelling apology to thousands of furious customers over recent trainwreck service – which has left some on hold for EIGHT HOURS

  • Call centres recorded an all-time high in calls per day with an average of 14,000
  • The airline received multiple complaints about the extended call wait times  
  • Qantas said fixing the issue is ‘top priority’ and has asked flyers to have patience

Qantas has apologised for its ‘unacceptable’ customer service after travellers were forced to endure long call wait times, with some on hold for up to eight hours.   

After years of border closures and flight cancellations, airlines are seeing an influx in calls from customers desperately trying to use their stored up credit and rebook flights. 

Qantas saw an all-time high in calls, from an average of 7,500 a day to 14,000.

‘Australians have waited a long time to get back in the air, so the last thing you want is to wait hours on the phone to talk to our contact centres,’ Qantas wrote in its email to frequent flyers.

Qantas (pictured) apologised for its'unacceptable' customer service after a slew of travellers complained after they were forced to wait hours on calls to the airlines contact centres

Qantas (pictured) apologised for its ‘unacceptable’ customer service after a slew of travellers complained after they were forced to wait hours on calls to the airlines contact centres

Despite having more staff answering calls than before the pandemic, Qantas explained it is spending an average of 50 per cent more time with travellers as they try to rearrange pre-Covid holiday plans.  

The airline has made ‘fixing this issue a top priority’ and asked customers to be patient.

‘Each month we are recruiting and training more people, and we’ll keep hiring more people and investing in better technology so it’s easier to talk to us, which will mean we will see improvements each week,’ Qantas said. 

Qantas travellers unleashed on the ‘terrible’ service on 2GB radio last week after Ben Fordham took a call from a frustrated passenger. 

Disgruntled flyers complained  to 2GB radio host Ben Fordham (pictured) on Tuesday with some Qantas customers saying they spent more than eight hours on the phone with the airline's call centre

Disgruntled flyers complained  to 2GB radio host Ben Fordham (pictured) on Tuesday with some Qantas customers saying they spent more than eight hours on the phone with the airline’s call centre

One passenger said they were charged $800 to change flights while another claimed they were bizarrely put through to a customer service agent in South Africa after several hours on hold. 

The discussion kicked off when a listener named Todd called in claiming he was on hold with Qantas for six hours and 31 minutes.

Todd claimed that after complaining about his six-hour wait, he was told to ring another number to sort out his booking – which ended up being the same line he was already on. 

Another disgruntled traveller said she spent eight hours and 39 minutes on hold with customer service. The frustrated flyer joked that the bulk of the call was in the last nine minutes.

The complaint joined a chorus of unhappy customers as Qantas faced backlash for extended wait times and fees.   

Qantas said more than half of the calls received can be resolved online and are developing a series of ‘how to’ videos to help explain the most common questions.  

Airports and airlines across the country have also warned travellers to brace for holiday chaos as staff shortages, caused by personnel in isolation with Covid or as a close contact, may cause delays on international and domestic flights ahead of the Easter holiday break.

The Australian airline said call volumes are at an all-time high – from an average of 7,500 calls a day to 14,000 and agents are spending an average of 50 per cent more time with travellers

The Australian airline said call volumes are at an all-time high – from an average of 7,500 calls a day to 14,000 and agents are spending an average of 50 per cent more time with travellers

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