Alan Joyce apologises for call wait times as glitch sees Qantas passengers pay twice
The flying kangaroo has been in hot water for long waiting times at its call centre, while many upset passengers report a glitch that appeared to have made them pay twice.
Qantas issued an apology for its extended call waiting times, which saw people wait for an hour and a half on average to talk to someone.
“I do apologise for anybody trying to get through to our call centre at the moment,” Qantas CEO Alan Joyce said at a Victorian Chamber event earlier in the week.
“But that’s because our call centre, with these changes of borders, has gone from 5,000 calls a day to 15,000 calls a day.
“And every time there’s a change, like New Zealand opening up, it spikes.”
An apology issued by Qantas said that calls were taking 50 per cent longer to resolve than pre-COVID due to the complexity of itineraries.
Many disgruntled people took to Twitter to air their frustrations.
Does anyone know how to teach a human @Qantas? I spent more than 4 hours on hold last week and finally used a travel agent the other day and it was painless.
I am trying again to book direct for two more bookings. I am now on hold again. 1 hour and counting. Any advice welcome
— Cassandra Kelly AM (@CassandraLKelly) April 6, 2022
Hey guys if anyone is looking for work give @Qantas a call. They need help answering phones ❤️ pic.twitter.com/WUEimxANJs
— Gordie Waters (@gordie_waters) April 5, 2022
Over 5.5 hours now @Qantas and I am losing the will to live. https://t.co/W8BlKJmvGs
— Amanda Bridgeman 💫 (@Bridgeman_Books) April 2, 2022
According to News.com.au, 800 people are currently employed in Qantas call centres across the world, with 250 to 300 people working each day.
The airline plans to increase staffing by 200 per cent by June compared to 12 months ago.
It has also invested in technology to enable customers to manage bookings and use flight credits via the Qantas website or app.
The extended call centre wait times fiasco drew the attention of the Australian Services Union (ASU) who criticised Qantas for offshoring its call centre jobs and cutting in-airport customer service last year under the cover of the pandemic.
“That puts huge extra pressure on call centres and Qantas didn’t add any new call centre staff,” ASU assistant national secretary Emeline Gaske said.
“Now that we’re seeing the industry recover, and customers return to Qantas, they must repay Australian taxpayers and employ local staff.”
Only one call centre remains in Australia and it’s located in Hobart.
Alongside facing difficulties getting through to the call centre, many passengers have claimed to be “charged twice” for flights they have booked.
These passengers also took to Twitter to air their frustrations at Qantas.
@Qantas Please Qantas tell me why you have charged my credit card twice for a flight booking ? Two hours on hold to a help desk and nothing. Totally unacceptable. pic.twitter.com/nPtNG0QdkN
— Gary Butterfield (@GaryButterfield) April 1, 2022
“This happened to me. I was charged twice, and it took 15 business days to get my funds back, after approximately 10 hours on hold with Qantas over a week,” Ruby Halloumi wrote.
Jake MacMullin, who had a similar experience, tweeted: “I thought I’d search Twitter to see if other people have been waiting on hold for a while.”
According to the ABC, Qantas said it was aware of the problem some customers were facing.
“Unfortunately, there is a delay in releasing pre-authorised funds which we are urgently working with our banking and payment partners to resolve,” a spokesperson told the ABC.
“The pre-authorised funds are being automatically released within three to seven days.
“If customers need the funds sooner, they should contact their banks to request a payment release.”
Qantas said to a passenger who was a victim of the double payment, that it was a glitch and should be resolved within seven days.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
-
Latest comments
Latest News
Travel Weekly announces a new team to helm Australia’s No.1 travel trade title
Some shameless self-promotion from us, but we thought you needed to know who's bringing you the news.
IHG reveals plans for Brisbane’s first Kimpton in 2028
Just another reason to book that trip to Brisvegas. But don't jump the gun, it's not open until 2028.
Cruiseabout’s first store in five years opens in Perth
Perth gets a break from being behind the rest of the country with the addition of the first Cruiseabout store.
ATAS complaints process acknowledges non-economic loss
A High Court case win over 'disappointment and distress' on a cruise gone wrong prompts ATIA complaints change.
Cunard previews new Queen Anne
Yep, this one does exactly what it says on the tin.
Bunnik Tours unveils latest expansion to Iceland
Just as the Icelandic vikings did many years ago, Bunnik is expanding into new territories.
Australia’s first glamping retreat turns 25
25th anniversary gifts usually come in silver. Ours comes in the way of a news story.
Embrace the journey: Traversing the world with the Shokz OpenRun
If you’ve been on the wrong side of a final call in the airport, or missed the stop on rail journey, it might be time to invest in a pair of Shokz OpenRun headphones. Originally marketed as headphones for fitness fanatics, runners or cyclists with a keen to steer clear of a prang with a car, […]
Tourism Western Australia MD Carolyn Turnbull departs
Turnbull hints her new role will see her staying in the tourism and hospitality industry and who can blame her?
DriveAway launches Brit-Euro Blitz campaign
If agents can put the foot down quick enough and get involved, there are some great prizes to be won.
Fly and Stay Free with the Great Southern
Unlike those dodgy scam phone calls you're getting more and more of, there's no strings attached to this deal.
Sober travel and TikTok guide Australian Gen Z trips
Can you call it a sober holiday if you enjoy a few glasses of red on the flight? We think yes.
Travel DAZE Exec Agenda REVEALED: top execs to speak on airline competition
As the industry reels from Bonza's implosion, it is more important than ever to ask the big questions.
TTC: Deals are driving up demand for September trips
The latest market research from TTC Tour Brands shows interest in international leisure travel remains high for 2024, with 77 per cent of Australians over 18 still planning trips this year. Notably, 28 per cent of those travellers are eyeing September for their journeys. Europe continues to be the most popular destination, with 68 per […]
Skroo says Rex will need deep pockets to fill lost Bonza slots
The door is open for Rex, and anyone else who wants to launch a regional Aussie airline...
Sno’n’Ski Holidays unveils 2025 mega famil to Colorado!
Let the games begin - this is certainly not a famil that you will want to miss!
Walk Japan launches Kyoto: Mountains to the sea walking tour
There are two types of people, one who enjoys walking on holiday and another who enjoys sipping Mojitos by the pool.
Which destination had a 48% boost in bookings following 10 MILLION TikTok views?
Here's a clue: it's not Malabar Beach.
Asher Telford appointed General Manager of SeaLink Whitsundays
Telford has plenty of reasons to smile after SeaLink doubles down and makes him GM after buying his tourism operation.
Qantas ‘working urgently’ to fix app data leak
Qantas is looking into customer reports that passengers have this morning been able to access other passengers’ personal information on the airlines app. X user Lachlan posted that he was able log into different accounts every time he opened the app. My @Qantas app logs me in to a different person each time I open […]
Hilton Expands Presence in North Queensland with the signing of Hilton Garden Inn Townsville
Heading to a North Queensland Cowboys clash? Hilton Garden Inn Townsville is set to open, but not until 2026.
Rail Europe ANZ: making dream journeys come true
Rail Europe's running a lottery! You're not going to win millions, but you might just snag a free holiday.
Bonza’s future on knife edge
It would seem a long road back from here, perhaps a knife's edge is too much credit.
Revamped Wailoaloa Beach hotel opens as Crowne Plaza Fiji Nadi Bay Resort & Spa
Crowne Plaza Fiji Nadi Bay Resort & Spa is open and ready for bookings after the first phase of a multi-million-dollar transformation. Part of IHG Hotels & Resorts’ premium collection, the transformation has seen the completion of 106 guestrooms showcasing contemporary interiors reflective of the premium Crowne Plaza brand and is a first for the […]
Nielsen Data reveals brands spending big to attract Aussie tourists
Trip A Deal, Virgin and Ignite Travel walk into a bar, blow their cash on travel advertising instead of the pokies.
Kamalaya Koh Samui clinches clutch of wellness awards
Kamalaya Wellness Sanctuary & Holistic Spa has so far clinched five prestigious awards in 2024, including being inducted into the ‘Hall of Fame’ at the World Spa & Wellness Awards in London. Founders of the Koh Samui sanctuary and spa John and Karina Stewart expressed their heartfelt gratitude for the awards. “We are profoundly honoured […]
Jetstar offers 200,000 return for free flights to celebrate 20th anniversary
Jetstar hits 20 and everyone else gets the presents with free return flights to domestic and international destinations.
Amora Hotels & Resorts set to double APAC portfolio, announces new Sydney office
Staff in the new Sydney office have been welcomed by a week of rain on the forecast.
RIU opens Chicago hotel and rooftop bar a few steps from the world-famous Magnificent Mile
Rooftop cocktails hold a dear place in your heart? Look no further than RIU Chicago.
How can travel agents best sell cruises? Uniworld’s Alice Ager tells all: Travel Weekly TV
Agents, you don't want to miss this. Yes, that's the case with everything in the newsletter, but we really mean it here!
South Africa bookings are back in action
It's a wrap! South Africa in the news with resumed flights, film fest and booking tech.
Agents’ chance to score free spot on Intrepid trip to Antarctica
This is the trip of a lifetime, even if you are scared of the cold!
Bonza nosediving amid mass cancellations and reports of repossessed planes
Bonza's days appear to be numbered as the low-cost carrier today announced mass cancellations around the country.
Amy Poehler joins Vivid Sydney event
Oh Joy! Hit comedian Amy Poehler will make an emotional appearance at the Sydney Opera House for Vivid.
Pullman Sydney Penrith ties up with Trilogy Hotels, announces new GM
The crew from Trilogy hotels doing their best impression of the Penrith front row here.
Linkd appoints Carolyn Nightingale and Lawson Dibb to new roles
Linkd Tourism sings praises of Carolyn Nightingale and dubs Lawson Dibb as Kyushu Tourism Office guru.
Don’t blame the opening of the borders. It has been the same before the borders were closed and the same even while the borders were closed. Pathetic!