Qantas call centre in Suva, Fiji

[VPS]

I was about to ask that, as I would gladly pay a travel agent a fee to take out some of the stress - but this is not possible at all, correct?

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[jpp42]

With the award flight assist however this only helps with the initial booking, right? You still have to call Qantas to fix things up after schedule changes and whatever other nonsense they get up to?

 

[VPS]

With the award flight assist however this only helps with the initial booking, right? You still have to call Qantas to fix things up after schedule changes and whatever other nonsense they get up to?

I'm not sure but it costs nothing to have a chat with them and ask a few questions

 

[Port Power]

I had a wonderful experience with Rosetta at the Fiji call centre this afternoon. I was booking a multi-city PER-BUD/VIE-PER but needed to pay with two credit cards. That is not available when booking online. So I rang and was answered by Rosetta. She understood the issue and rebooked the whole itinerary, coming up with the same flights that I had. I had forgotten to asked for J, so she had to go back and change it all again. There was some time twice on hold while she sorted out the flights and then the payments. She was really lovely throughout and knew what she was doing. I told her how wonderful she had been and then asked which call centre was she working at. Fiji. I gave 5-5-1 after the call. The ticket came through almost immediately. Twice!

Whether workers at the call centre have now received more training, or whether they have improved with experience, or whether it is just that she is the right person for the job, I cannot say. Very happy customer here, though.

 

[Ade]

pay with two credit cards. That is not available when booking online.

Is this doable? I'm (or will be) in a similar situation where I need to split the payment between 2 credit cards. Do I just call the CC and say I need to split the payment? Is there any extra charge to avail this ? Is it possible to split the payment between two types of cards (amex & visa/mc) ?

 

[dylarr]

Is this doable? I'm (or will be) in a similar situation where I need to split the payment between 2 credit cards. Do I just call the CC and say I need to split the payment? Is there any extra charge to avail this ? Is it possible to split the payment between two types of cards (amex & visa/mc) ?

Yes, the call centre can process multiple forms of payment. You might be charged a booking fee but you could ask for it to be waived since it's not something you're able to do yourself online.

 

[Port Power]

Is this doable? I'm (or will be) in a similar situation where I need to split the payment between 2 credit cards. Do I just call the CC and say I need to split the payment? Is there any extra charge to avail this ? Is it possible to split the payment between two types of cards (amex & visa/mc) ?

This is something that we should be able to do online. I had all my flights ready to go. Make a note of the flights you want before the call.
Yes, the call centre can put through two or three credit cards. No extra fees, just the normal percentage.
No, there is no booking fee as this cannot be done online. Rosetta did not even mention a booking fee, but I did bring up the subject to be completely certain.

 

[jrfsp]

Seem to be getting through to South Africa today, wont bother even asking for assistance, wait till i can get HBA or NZ

 

[Port Power]

Seem to be getting through to South Africa today, wont bother even asking for assistance, wait till i can get HBA or NZ

The day before my success with Fiji, I called in the very late afternoon and reached SA. I had just booked PER-MEL-PER classic reward but then realised I needed to go a day earlier. When I explained, the lady put me on hold while she made the change, and put me on hold again while ticketing. She did not mention a change fee, but I confirmed there would be no fee as the change was within 24 hours and she agreed. Although she said it might take a couple of hours, the change script was received instantly and the new e-ticket was in my inbox within minutes. It might have taken a bit longer than HBA, but this lady knew what she was doing and we had a friendly laugh.

Another offshore call centre success!

 

[seritonin]

Almost had a fight with a Qantas Fijian call centre yesterday. She keeps telling me that because Qantas codeshare with Emirates on EK405, reward seats are not bookable. She also hung up on me once and refused to put me through to someone else.
Had to ring due to Qantas website error which seems to be happening more and more now when using multicity booking. Called today and got HBA and the whole thing is ticketed in 10 mins.

 

[Ade]

Qantas codeshare

reward seats are not bookable

This seems to be an issue in the training that is provided to CPT & Fiji CC staff. I have had quite a few staff tell me that they are not able to book (or request) reward seats between CBR and SYD/MEL because that route is operated by QFLink and not QF ... I usually explain that is not the case and request them to proceed with requesting the seats or I HUCA if I'm not able to convince them.

 

[clifford]

This seems to be an issue in the training that is provided to CPT & Fiji CC staff. I have had quite a few staff tell me that they are not able to book (or request) reward seats between CBR and SYD/MEL because that route is operated by QFLink and not QF ... I usually explain that is not the case and request them to proceed with requesting the seats or I HUCA if I'm not able to convince them.

I'm afraid that's what you get when recruiting on cost rather than aptitude.

Sad that's what our national carrier has decended to.

 

[Franky]

This seems to be an issue in the training that is provided to CPT & Fiji CC staff. I have had quite a few staff tell me that they are not able to book (or request) reward seats between CBR and SYD/MEL because that route is operated by QFLink and not QF ... I usually explain that is not the case and request them to proceed with requesting the seats or I HUCA if I'm not able to convince them.

Training has been the achilles heel for QF since they opened the offshore call centres…. Or should I say lack of training?

 

[clifford]

Training has been the achilles heel for QF since they opened the offshore call centres…. Or should I say lack of training?

Yes, but training only works if the subject is suitable.

 

[Ade]

Yes, but training only works if the subject is suitable.

Agree, but I also think that if the training program is well developed, it will work on anyone ... Working in IT, I sometimes have to train junior folks on how things are done and most of them are able to pick up the trade. Not comparing what I do to QFs' training module in any way here.

Also, I have noticed with QF staff in BLR airport - they have no idea on what needs to be done. They are not equipped (infra-wise or training-wise) to operate at the level expected of QF customer service (acknowledge that the expectation on QF is very low these days). For instance, someone I know from QF staff at BLR mentioned that they have only one laptop that was supplied by QF AU to do most of their work. There is only one QF laptop for the entirety of BLR airport. I'm not sure how true this is, but this is what I was told ...

 

[clifford]

Agree, but I also think that if the training program is well developed, it will work on anyone ... Working in IT, I sometimes have to train junior folks on how things are done and most of them are able to pick up the trade. Not comparing what I do to QFs' training module in any way here.

Also, I have noticed with QF staff in BLR airport - they have no idea on what needs to be done. They are not equipped (infra-wise or training-wise) to operate at the level expected of QF customer service (acknowledge that the expectation on QF is very low these days). For instance, someone I know from QF staff at BLR mentioned that they have only one laptop that was supplied by QF AU to do most of their work. There is only one QF laptop for the entirety of BLR airport. I'm not sure how true this is, but this is what I was told ...

Sounds like QF pennypinching again.

Unless they up their game, they may well reap the consequences.

Oh, and BTW, I was once (before retirement) the manager of some large IT shops in the federal govt, so I know what you're talking about.

 

[BRIS_VA_HAWK]

Yes, but training only works if the subject is suitable.

Having worked for another big Australian that offshored customer service, management would boast to us about the extensive training provided etc to offshore staff, however the results were always poorer.
Unfortunately it's cheaper to f!!k it up three times in Manila/Suva/Cape Town than get it right the first time in Australia.

 

[Ade]

cheaper

Well, sometimes, in reality, it is cheaper to let things fail and fix it later ... not ideal, agreed. When working for an AU based telco giant with offshore teams in Asia, it was easier to just let them to do what they do (which is good work most of the times and not so great work sometimes, although no fault of the resources themselves - due to lack of training, comms issues, understanding ground reality etc etc) and remediate it AEST AM hours.

The reason I say letting things fail is cheaper is because, sometimes, given the lack of whatever at offshore centres, the mistakes made go beyond the point where it can be fixed. So, I know of managers who (including me, in some instances), advise, for things to be left where they were, and it will be tended to by someone here in AU during AEST AM hours.

Most of the customers are understanding (if explained properly within reason) and will accept a gift voucher or a credit to their bill etc as a peace offering for the inconvenience...

 

[BRIS_VA_HAWK]

Well, sometimes, in reality, it is cheaper to let things fail and fix it later ... not ideal, agreed. When working for an AU based telco giant with offshore teams in Asia, it was easier to just let them to do what they do (which is good work most of the times and not so great work sometimes, although no fault of the resources themselves - due to lack of training, comms issues, understanding ground reality etc etc) and remediate it AEST AM hours.

The reason I say letting things fail is cheaper is because, sometimes, given the lack of whatever at offshore centres, the mistakes made go beyond the point where it can be fixed. So, I know of managers who (including me, in some instances), advise, for things to be left where they were, and it will be tended to by someone here in AU during AEST AM hours.

Most of the customers are understanding (if explained properly within reason) and will accept a gift voucher or a credit to their bill etc as a peace offering for the inconvenience...

Agreed. The challenge was the potential PR damage, especially during high-stress events (e.g. flood/bushfire/storm in the insurance industry). Unfortunately when everyone else is doing it, the choice is to either go along with that or incur an increased cost to stay onshore.

 

[Ade]

increased cost to stay onshore

Can't even compare the costs TBQH ... the cost at offshore is so so so cheap ... like, so OMG cheap ... which is why companies do it ... but the cost (stress, inability to get basic things done, not getting sufficient/helpful responses etc) to customers is very high .., And the funny thing is, sometimes the very same managers are also customers, who are then affected ... but instead of getting upset, we just say to ourselves "it will be fixed tomorrow morning, we know how this works blah blah" and convince ourselves ...

potential PR damage

Happens a lot & companies do what they can to *compensate* ... but the issue is, in AU there aren't much competition or options for customers to choose from ... so even though we don't like what we are going thru, there is no other choice ... best to lower our expectations, sadly!