Qantas - “The spirit of un-Australia”

Qantas is exploiting COVID as a guise to prioritise poor customer service and capitalise on creating further disadvantage for regional Australia.

• The average wait time on hold to Qantas 13 13 13 is 5 HOURS & 36 MINUTES! (based on above sample). Based on a random sample of 50 recent comments from social media pages. 

This poor service issue isn’t just affecting a minority number of customers. Far and wide, people are losing their hard earned money. All the while, Qantas continues to hide behind COVID as an excuse to cut jobs and do people out of their cash. Read the stories/comments on Qantas Facebook page for yourself.

• Collecting data from 50 people didn’t even scratch the surface with the number of comments and complaints. Qantas don’t even respond. Many people claim to be hung up on when they finally do get “answered”.

• One lady claims she spent a collective 29 hours over 5 days on hold just to change holiday flights due to lockdowns. Not to mention those trying to visit frail loved ones, attend funerals and seek medical treatment. 

• Customers get directed to the Qantas website to manage their booking. The website doesn’t even work for half the functions customers actually need. You’ll get repetitive error messages.

• Locally based Qantas staff (example: Longreach/Western QLD) can no longer assist with ticketing or flight changes. They aren’t allowed to help you. But you can call 13 13 13 anytime and wait 5.5 HOURS+. Or use the website that doesn’t really work.

Qantas has crept quietly behind the scenes during the pandemic, crying poor and eroding the basic services that are essential to everyday Australians - especially, yet again, for those in regional areas.
Qantas is quick to take your money but is exhaustingly slow to deliver any basic level of customer service.

Sign your name to help us lobby for basic resolutions:

1. Qantas to fix errors on their website. This would literally resolve about 90% of phone calls if people could DIY.

2. Restore locally based Qantas services and give local staff back the ability to assist customers - like they always have done with great success.

3. Put more people on the phones (13 13 13) and on social media. Get the app live chat back online and respond to messages.

4. Put in place a callback service. If your hold times become lengthy, allow customers to hold their place in the queue and receive a call back when staff are available.

Qantas needs people to fly on their airline in order to get the business going again during and post COVID. If Qantas wants this to happen then they have to start treating customers like they actually want them to fly. At the moment, it’s 10x times easier to drive around this country than fly and Qantas ought to be very conscious of this.

PLEASE SIGN, SHARE & comment. We need your support build a strong case and lobby those in a position to help fix this.