Feeds

Airline leaves customer on hold for 15 hours

Your call is irrelevant to us, please hold all night

Next gen security for virtualised datacentres

Australian airline Qantas has denied claims it left a customer on hold … for 15 hours 40 minutes and one second.

The claims were made by a customer who has told Fairfax media and news.com.au that he called to confirm a flight and, upon hearing the usual canned messages about what a valued and deeply-loved customer he is, decided to put that statement to the test. He then tested it to the limit, fearing he'd lose his place in the queue.

The customer, one Andrew Kahn, has produced screen shots of his mobile phone to prove his marathon was real, and says the all-nighter started at seven in the evening and rolled through the night until he finally lost patience after 11:00 AM.

Qantas denies Kahn was left on hold for 15 hours and 40 minutes, a period of time longer than the trans-Pacific flight Kahn booked. The airlines says hold times were vastly shorter than Kahn states, at a maximum of 17 minutes.

But the ailine has ‘fessed up to another error that meant Kahn’s flight wasn’t properly booked, and couldn’t be retrieved from its booking system.

Qantas says it’s looking into the matter. The Reg expects that will entail terse chats with Telstra and Avaya, which we understand both have a hand in Qantas’ call centres. ®

The essential guide to IT transformation

More from The Register

next story
6 Obvious Reasons Why Facebook Will Ban This Article (Thank God)
Clampdown on clickbait ... and El Reg is OK with this
So, Apple won't sell cheap kit? Prepare the iOS garden wall WRECKING BALL
It can throw the low cost race if it looks to the cloud
EE fails to apologise for HUGE T-Mobile outage that hit Brits on Friday
Customer: 'Please change your name to occasionally somewhere'
Time Warner Cable customers SQUEAL as US network goes offline
A rude awakening: North Americans greeted with outage drama
We need less U.S. in our WWW – Euro digital chief Steelie Neelie
EC moves to shift status quo at Internet Governance Forum
BT customers face broadband and landline price hikes
Poor punters won't be affected, telecoms giant claims
prev story

Whitepapers

Endpoint data privacy in the cloud is easier than you think
Innovations in encryption and storage resolve issues of data privacy and key requirements for companies to look for in a solution.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Advanced data protection for your virtualized environments
Find a natural fit for optimizing protection for the often resource-constrained data protection process found in virtual environments.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.