What is the longest period of time you’ve been put on hold? An hour? Two hours? How about 15 hours?
Meet Andrew Kahn, an Adelaide businessman and product developer, who called the Qantas Airlines in August 2012 in order to confirm his flight to New York. Unfortunately, the man couldn’t have predicted the waiting he was about to experience. Mr. Kahn was put on hold for exactly 15 hours, 40 minutes and 1 second. He spent his entire evening reading and browsing the web. A pre-recorded message told him over and over again that somebody would contact him “ASAP”. After the first hour he grew curious to learn what “ASAP” exactly meant for the company, so he didn’t disconnect. Finally, at 11 AM the next morning, he gave up. Shortly after he disconnected, Mr. Kahn called the airline again and learned that thanks to some code error he wasn’t even booked on the flight in question!
According to Mr. Kahn, the customer service was “outrageous” and “the worst service” ever!