Travel agent loses it after horrendous four-hour wait for Qantas: Has this happened to you too?
- Replies 7
In an age where customer service can make or break the reputation of a business, especially in the travel industry, a recent incident involving Qantas has raised eyebrows and tempers.
David Van der Meer, a seasoned travel agent from Perth, found himself in a customer service nightmare when he was left on hold for an excruciating four hours while trying to resolve an issue for a client.
The frustration of waiting on hold is something many of us can relate to, but for Van der Meer, this experience was particularly galling. As someone who has been in the travel business since 2007, running the Helloworld Travel South Perth agency, he's no stranger to dealing with airlines.
However, his recent ordeal with Qantas's dedicated Agency Connect phone line, which he describes as the 'bane' of his existence, has left him more than just a little irate.
‘Mostly we can fix things online ourselves but occasionally when their system is down we have to call them, but the minute we call them I have that feeling of dread knowing I’m going to be on hold for hours upon hours,’ he said in his online post.
‘I can call any other airline and they’ll pick up within 20 minutes.’
‘We know what to do to get things resolved. When they did pick up I had to explain to her her job and rectify what she was telling me. It’s a joke.’
The travel agent's frustration reached a boiling point when he shared a video on social media, showing the hold time on his phone at 3 hours and 32 minutes.
His patience worn thin, he expressed his intention to hang up in defeat, though he ultimately stayed on the line for another half an hour before finally reaching a representative.
The irony? Once connected, it took a mere five minutes to resolve his client's issue.
It's worth noting that the day Van der Meer called, the Agency Connect line was reportedly affected by pilot industrial action in Perth. There was also a claim that Qantas did answer at one point, but Van der Meer was on another line, a point he disputes.
The details of when Qantas actually responded remain unclear.
Van der Meer's ordeal comes at a time when Qantas has publicly committed $80 million to enhance customer service.
This pledge was underscored by CEO Vanessa Hudson's recent statement about the airline's focus on reducing call wait times, a claim that now seems somewhat ironic given Van der Meer's experience.
This incident raises important questions about the reliability of customer service in the travel industry, particularly for agents who act as intermediaries between airlines and passengers.
Van der Meer's experience is also a stark reminder of the potential disconnect between corporate promises and the reality faced by customers and agents alike.
While Qantas's general customer helpline reportedly has a wait time of up to half an hour, with an average hold time of two to three minutes, this incident suggests that the experience can vary greatly.
For Van der Meer, who has found Qantas 'horrible' to deal with over the last decade, the long wait times are a source of dread and frustration.
The travel agent's story is a cautionary tale for all of us who rely on customer service lines, whether for personal or professional reasons. It's a reminder to be prepared for potential long waits and to consider alternative methods of communication when possible.
Qantas, under the leadership of Hudson, has reported a $1.25 billion half-year profit and has reiterated its commitment to putting the customer first.
Hudson has acknowledged the need for service improvements and has promised that the airline is working on enhancements based on customer feedback.
For our readers, particularly those who frequently travel or book travel for others, we'd love to hear your thoughts and experiences. Have you faced similar issues with airline customer service? Share your stories and tips in the comments below!
David Van der Meer, a seasoned travel agent from Perth, found himself in a customer service nightmare when he was left on hold for an excruciating four hours while trying to resolve an issue for a client.
The frustration of waiting on hold is something many of us can relate to, but for Van der Meer, this experience was particularly galling. As someone who has been in the travel business since 2007, running the Helloworld Travel South Perth agency, he's no stranger to dealing with airlines.
However, his recent ordeal with Qantas's dedicated Agency Connect phone line, which he describes as the 'bane' of his existence, has left him more than just a little irate.
David Van Meer of Helloworld Travel waited for a representative for over three hours. Credit: TikTok / David Van der Meer
‘Mostly we can fix things online ourselves but occasionally when their system is down we have to call them, but the minute we call them I have that feeling of dread knowing I’m going to be on hold for hours upon hours,’ he said in his online post.
‘I can call any other airline and they’ll pick up within 20 minutes.’
‘We know what to do to get things resolved. When they did pick up I had to explain to her her job and rectify what she was telling me. It’s a joke.’
The travel agent's frustration reached a boiling point when he shared a video on social media, showing the hold time on his phone at 3 hours and 32 minutes.
His patience worn thin, he expressed his intention to hang up in defeat, though he ultimately stayed on the line for another half an hour before finally reaching a representative.
The irony? Once connected, it took a mere five minutes to resolve his client's issue.
It's worth noting that the day Van der Meer called, the Agency Connect line was reportedly affected by pilot industrial action in Perth. There was also a claim that Qantas did answer at one point, but Van der Meer was on another line, a point he disputes.
The details of when Qantas actually responded remain unclear.
Van der Meer's ordeal comes at a time when Qantas has publicly committed $80 million to enhance customer service.
This pledge was underscored by CEO Vanessa Hudson's recent statement about the airline's focus on reducing call wait times, a claim that now seems somewhat ironic given Van der Meer's experience.
This incident raises important questions about the reliability of customer service in the travel industry, particularly for agents who act as intermediaries between airlines and passengers.
Van der Meer's experience is also a stark reminder of the potential disconnect between corporate promises and the reality faced by customers and agents alike.
While Qantas's general customer helpline reportedly has a wait time of up to half an hour, with an average hold time of two to three minutes, this incident suggests that the experience can vary greatly.
For Van der Meer, who has found Qantas 'horrible' to deal with over the last decade, the long wait times are a source of dread and frustration.
The travel agent's story is a cautionary tale for all of us who rely on customer service lines, whether for personal or professional reasons. It's a reminder to be prepared for potential long waits and to consider alternative methods of communication when possible.
Qantas, under the leadership of Hudson, has reported a $1.25 billion half-year profit and has reiterated its commitment to putting the customer first.
Hudson has acknowledged the need for service improvements and has promised that the airline is working on enhancements based on customer feedback.
For our readers, particularly those who frequently travel or book travel for others, we'd love to hear your thoughts and experiences. Have you faced similar issues with airline customer service? Share your stories and tips in the comments below!
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