We've heard your complaints. Kevin says he's currently on
hold as he writes to us two hours eight minutes and
counting. Here's Louise. She says she was on hold for three
and a half hours. She gave up and tried again for two and a
half hours. While Rayan has been waiting for six hours only for
them to hang up on her. So we thought the best way to handle
this one would be to experience it ourselves. So we're
resurrecting the Call Centre Olympics.
The concept is simple. Each reporter calls one travel
company: I'm flying Air New Zealand. And I've got Jetstar,
and when we get through to a human. That company wins. And
from what we've heard from you looks like we're in this for
the long haul. Right team? Let's go! Yes. I'm so excited
about this. Timers are set, calls are made and we're off.
Haydo's calling House of Travel, Star's got Webjet and
Garth's a Qantas man. Could take over 2 hours they say.
Okay guys I got some snacks. Who wants some? We were setting
up for a long wait. But then unexpectedly. Oh hello. How's
it going? Where's my paddle? I'm so excited. I've been
waiting for a holiday for a long time and I just can't wait
to get it booked and get going. One minute 56 seconds. Damn it.
Point 2. Victory is mine. Jetstar just hang up on me, do I
call again? I'll call again. Haydo, given that you're
free... I'm kind of busy actually. Be a good sport. Got some puppy
videos to watch. Tea, anyone want tea? Tea - I can do a Milo. Well
we've just hit the 20 minute mark and other than House of
Travel, which answered the phone a minute 56 in, the rest of us we
are all still waiting. Are you playing Tetris? Just uh... I'm
actually doing work.
Never know what kind of UV rays you can get from these
fluorescent lights. And while the rest of us were finding
ways to pass the time, Haydo was finding ways to rub it in.
Excuse me, coming through. Lift your feet. Come on, here we go.
The thing about hold music is that the third time you hear
that song, it's not so easy listening. At 30 minutes, Star
thought that WebJet was a winner but... false alarm, it was
just a break in the music.
Hadyn's finally being useful. Here you go Kaity, double dipping. Oh
my goodness. I know. I will never forget this. Air New
Zealand is serving chickpea soup. Don't get this in premium
economy. And just when we were enjoying our in-flight meals.
Hi. Oh, look thank you so much. Look, sorry I've been waiting so
long. I've gotta go but thank you so much for answering and
you have a lovely day, alright? Oh, she was very friendly, the
lady from Qantas and she answered it 33 minutes and 33
seconds. So, not too bad that'll be silver for me second
prize. Then suddenly... Oh hi you know what you've answered and
that's wonderful thank you for your time, much appreciated. Yes!
So that was Jetstar, that was 34 minutes and two seconds. I'm
going to just admit something here I wonder if it was user
error at the beginning and I didn't push the right button,
which is why I thought Jetstar hang up on me. And given I was
actually three minutes behind everyone because of that
botched call that puts me in second place. See Pippa's
already trying to lawyer her way into second place with some
long winded explanation about how she might have fluffed the
call to start with but I think what we found here is that
these Aussie airlines do get there just takes a bit of
waiting. So we've just passed 35 minutes now the last time we
did this everyone's calls had been answered by now. I'm
feeling within the next 10 minutes somebody is going to
answer this phone sending good vibes. With Web Jet and Air New
Zealand last ones standing let's fast forward. One hour and 30
minutes, not looking good guys.
Oh, oh, oh, I've got a person, got a person. Yaaaas!
So it's just down to Air New Zealand with Kaity supported by
her caring and compassionate colleagues. Always next year
Kaity, always next year. Finally Air New Zealand puts Kaity out
of her misery. Kaitlin here, nice to hear your voice. Gosh I've
been on the phone for two hours 50 now.
Despite coming in last, Air New Zealand was the first to get
back to us with a statement, telling us it would like to
thank everyone for their patience. It's seen an increase
in bookings recently so it's working to increase the size of
its call center and improve technologies so that customers
have other options than waiting on hold. Webjet says it
sincerely apologizes to any customer who has experienced
extended wait times. It's working on doubling the size of
its team and is prioritizing those with close departure
dates. Qantas and Jetstar have left us hold again without a
statement they might still be fighting out who really came
second. House of Travel, our winner, is bringing on more
staff each week to help manage the unprecedented demand. It
says it actively monitors wait times and is doing all it can
to minimize them for customers. We're never going to hear the
end of this.