Dr Mumbo

Qantas hires phone scammers to run customer service after impressive crisis response time

Yesterday morning, phone scammers contacted Qantas customers stung by the phantom flights scandal, offering help with refunds. These scammers were so effective and quick off the mark that Dr Mumbo understands they have been hired to take over Qantas’ entire customer service division.

Within mere minutes of the ACCC and Qantas jointly announcing the $20 million remediation plans yesterday morning, scammers were calling impacted customers, pretending to be from the airline and offering assistance and information with their refunds.

The scam was so widespread that ACCC was forced to issue an official warning.

Dr Mumbo understands CEO Vanessa Hudson was so impressed with the speed at which the scammers pounced upon the situation, contacted those negatively impacted, were able to direct them to the official ACCC notice to assuage their fears of a scam, and even stepped them through complex computing and banking scenarios in a friendly and convincing manner, that she has handed over the airline’s entire customer service operation to them.

Hudson said such response times were unheard of in the aviation customer service industry, and the service was so thorough and pain-free that the scammers’ approach will now form the basis of Qantas’ radical new Customer First® policy.


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