Feeds

Airline leaves customer on hold for 15 hours

Your call is irrelevant to us, please hold all night

Boost IT visibility and business value

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. ®

Boost IT visibility and business value

More from The Register

next story
Scotland's BIG question: Will independence cost me my broadband?
They can take our lives, but they'll never take our SPECTRUM
Trying to sell your house? It'd better have KILLER mobile coverage
More NB than transport links to next-gen buyers - study
iWallet: No BONKING PLEASE, we're Apple
BLE-ding iPhones, not NFC bonkers, will drive trend - marketeers
Auntie remains MYSTIFIED by that weekend BBC iPlayer and website outage
Still doing 'forensics' on the caching layer – Beeb digi wonk
LIVE TODAY: Speak your brains on SIGNAL-FREE mobile comms
Is goTenna tech a goer? Time to grill CEO, CTO
NBN Co adds apartments to FTTP rollout
Commercial trial locations to go live in September
Samsung Z Tizen OS mobe is post-phoned – this time for good?
Russian launch for Sammy's non-droid knocked back
prev story

Whitepapers

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.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.
Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.
Maximize storage efficiency across the enterprise
The HP StoreOnce backup solution offers highly flexible, centrally managed, and highly efficient data protection for any enterprise.