• iconNews
  • videos
  • entertainment
  • Home
  • News
    • UK News
    • US News
    • Australia
    • Ireland
    • World News
    • Weird News
    • Viral News
    • Sport
    • Technology
    • Science
    • True Crime
    • Travel
  • Entertainment
    • Celebrity
    • TV & Film
    • Netflix
    • Music
    • Gaming
    • TikTok
  • LAD Originals
    • Say Maaate to a Mate
    • Daily Ladness
    • Lad Files
    • UOKM8?
    • FreeToBe
    • Extinct
    • Citizen Reef
  • Advertise
  • Terms
  • Privacy & Cookies
  • LADbible Group
  • UNILAD
  • SPORTbible
  • GAMINGbible
  • Tyla
  • UNILAD Tech
  • FOODbible
  • License Our Content
  • About Us & Contact
  • Jobs
  • Latest
  • Topics A-Z
  • Authors
Facebook
Instagram
X
Threads
Snapchat
TikTok
YouTube

LAD Entertainment

YouTube

LAD Stories

Submit Your Content
Qantas Forced To Apologise After Customers Lash Out For Waiting On Hold For 10 Hours

Home> News

Published 02:58 1 Apr 2022 GMT+1

Qantas Forced To Apologise After Customers Lash Out For Waiting On Hold For 10 Hours

Customers have been fuming about sitting on the phone for nearly half a day.

Jayden Collins

Jayden Collins

Qantas has been forced to apologise after being called out for their appallingly horrible customer service. 

Customers are taking to social media to lash out at the hold-times for Qantas customer service calls, with some saying they’ve been on the phone for up to 10 hours before finally speaking to someone.

That's enough time to fly from Sydney to Hawaii (I know what I would prefer to be doing).

One customer tweeted: “After a cancelled flight (with 20-minute notice) trying to get through to customer support. Been on the hotline for a total of 10 hours!!! disconnected after 5 yesterday, got through to someone today who never called back after saying they would. Very frustrated."

Another said: “We have spent a total of 10 hours and twenty minutes on the phone to sort out a flight change for this Saturday. The operator promised to call back yesterday and didn’t. They downgraded my friend's flight.”

Advert

This seems to be an increasingly common theme for Qantas customers with Ben Fordham of Sydney’s 2GB taking to the radio station to air his frustrations.

He said: “That’s not customer service, that’s gaslighting.”

“You can actually fly to Sydney from Perth faster than you get someone to pick up the phone at Qantas.”

Sebastian Kahnert/dpa-Zentralbild/dpa/Alamy Live News

It seemed getting called out on radio served up a faster response time from Qantas than waiting on the phone.

Advert

Qantas chief customer office Stephanie Tully appeared on the show to apologise about the situation.

Ms Tully said: “I want to sincerely apologise to our customers, the wait times are not acceptable at all and it is our top priority to fix this."

However, in what will probably anger customers even further, she revealed that the airline actually had more staff than ever.

She said: “We’ve actually got more people working in our contact centres than we did pre-Covid. It’s one of the areas of the business where there wasn’t redundancies or stand-downs, we’ve actually been growing.”

Even though Australia looks to be past state and international border closures, Tully took the opportunity to yet again blame Covid-19.

Advert

She continued: “We also need to understand that Covid has hit us hard. A lot of the customers calling, they’ve had changes due to borders starting and opening, they’ve got cancellations, things are changing quickly.”

One Twitter user retorted, with a fair assessment.

They said: “Amazing how Qantas has had all this time to hire customer service agents but has instead decided to keep using covid as an excuse for 5-hour phone waits and 2-week responses to customer complaints. Then have the gall to want government assistance. Worst company in Australia.”

Sounds like the apology has fallen on deaf ears or at least ears that are still waiting on the phone to Qantas. 

Featured Image Credit: Fifg / Alamy. PA Images / Alamy.

Topics: Australia

Jayden Collins
Jayden Collins

Jayden Collins is a Journalist at LADbible. He has worked across multiple media platforms in areas such as sport, music, pop culture, entertainment and politics. He is part of the editorial team for LADbible Australia.

Advert

Advert

Advert

Choose your content:

6 hours ago
7 hours ago
  • 6 hours ago

    Mysterious bright green pigeon spotted in UK town has experts 'sounding the alarm'

    The bird has been attracting visitors from all over the country

    News
  • 6 hours ago

    Distressing new bodycam footage shows police woman with bloodied face after Manchester Airport brawl

    Pc Lydia Ward suffered a broken nose following the incident at the Terminal 2 car park pay station area on 23 July, 2024

    News
  • 7 hours ago

    Scientists dropped a cow carcass into the sea and it got some very unexpected visitors

    The visitors were reminiscent of a certain Finding Nemo character

    News
  • 7 hours ago

    Doomsday prepper hoarding for WW3 shares everything on his list incase of global disaster

    Shahzad Kayani has stockpiled loads of essentials so that he is ready for anything

    News
  • Greggs launches new Christmas menu today including fan favourite 'customers have been waiting 10 months to return'
  • Woman’s marriage lasted just hours after finding out about husband’s brutal act on wedding day
  • What happened to drunk Aussie man who went viral after getting caught 'just waiting for a mate' in his car
  • Flight attendant forced to hold up broken toilet door for entire 16-hour flight