Qantas is a breaking point. We are calling on the airline to fix the call centre wait time crisis that has seen wait times drag out to untenable levels, frustrating customers and exhausting staff.

During the pandemic, Qantas made in-airport customer service staff redundant, forcing customers at the airport to have to call the call centre to resolve issues. Short-staffing and high workloads leave staff exhausted and working beyond breaking point. The airline has received over a billion dollars of taxpayer money during the pandemic – they must support the community that supported them and invest in local jobs for better services.

Customers are understandably angry, and call centre staff are unfairly bearing the brunt of this frustration.

Qantas should:

  • Immediately employ 50 new employees at the Hobart call centre as a start;
  • Make plans to bring the off-shore call centres back to Australia, directly employed by Qantas, with proper training and quality control; and
  • Re-employ the airport customer service staff they sacked during the pandemic to take pressure off call centres for customer issues that arise at the airport.

In recent years Qantas has cut hundreds of local call centre jobs and replaced them with off-shore call centre contractors.

There is only one way to fix this for customers and workers alike – we need at least another 50 local call centre staff to handle the demand and reinvestment in airport customer service capacity and to reverse the off-shoring of local jobs

Public sentiment is on our side, and we have been raising awareness in the media. But we need you to join our campaign and sign the petition for more call centre and airport staff now

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