An Australian man who rang the Qantas airline to confirm his flight to New York has claimed that he was put on hold for 15 hours – longer than it would have taken to fly there.An Australian man who rang the Qantas airline to confirm his flight to New York has claimed that he was put on hold for 15 hours – longer than it would have taken to fly there.
Andrew Kahn, a businessman from Adelaide, said he was kept waiting on his mobile phone for 15 hours, 40 minutes and one second before he finally gave in and hung up.
“I hung up in the end simply because I had had enough,” he said.
During the marathon wait, Mr Kahn said he surfed the internet, briefly dozed off and studied. “I also managed to read Bazerman & Moore’s seventh edition of Judgment in Managerial Decision Making – more than 200 pages of advanced master’s level reading,” he said.
He said he had phoned Australia ‘s national airline to confirm plans to travel from Adelaide to New York on Sunday when he was placed in a queue with a recorded message saying someone would be with him “as soon as possible.”
“I wanted to find out what exactly they meant would be as soon as possible,” he said. “When it got to over two or three hours that was the point where it was like: ‘OK let’s ride this out'”.
His call was placed at 7.22pm on Wednesday evening and the frustrated Mr Kahn said he finally hung up at 11.01am on Thursday without speaking to anyone.
Mr Kahn then made a second call which was successful although he was told that he had not been booked on to his flight because of a code error in reservations.
When complaining about his wait, he said a customer service manager told him: “For some stupid reason this had led to this loop of you being on hold. What a saga.”
Qantas confirmed it was investigating the complaint but had found no record of such a wait.
“In fact, our average contact centre wait time during that period was under a minute and the longest wait time was 17 minutes,” a spokesman said.
But Mr Kahn has been told his call would be reimbursed if he could produce his telephone log and he has also been reinstated on the flight.
“The passenger’s booking had been cancelled due to a system error, but has now been reinstated. We are looking into how this could have occurred and apologise for any inconvenience caused,” said the Quantas spokesman.