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‘Disaster’: Shocking average of Qantas call centre wait time revealed

Liam Bartlett
Article image for ‘Disaster’: Shocking average of Qantas call centre wait time revealed

Qantas customers are enduring excessive delays to get through to the call centre, with CEO Alan Joyce admitting the average wait time is a staggering one and a half hours.

After 6PR Mornings received multiple calls and messages from listeners about poor service from Qantas’ call centre, it has now been revealed how devastating the impact has been on it’s customers.

Qantas CEO Alan Joyce told the Victorian Chamber of Commerce today that the average call centre wait time has blown out to more than an hour.

Caller David told Liam Bartlett on Mornings that it’s become ridiculous.

“I’ve been trying to contact Qantas and change (the flights) to something that actually works for me,” he said. 

“I spent over 25 hours on hold over the past week or two, and I’ve even driven to the airport to try and talk to somebody in person to clear the issue up and been told my only option is to call. “

Emeline Gaske, the Assistant National Secretary of the Australian Services Union, criticised Qantas for only having between 14-30 staff rostered to answer phones.

“Customers are getting cut off or having to leave before they can even get their issues dealt with because wait times are so so long,” she said.

“We told Qantas this is going to end up in disaster with long wait times and people very frustrated at the airport and exhausted staff, and that’s what’s happened.”

Press PLAY to hear what the Australian Services Union on the massive blowout in Qantas call centre wait times.

Liam Bartlett
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