Does Qantas still provide customer service via social media?

[Mattg]

Does anyone know if Qantas still provides customer service if you message them on Facebook/X/Instagram etc?

I had a basic issue yesterday and didn’t have time to call at that moment, so tried messaging them on Facebook but the message hasn’t even been read yet. I guess this is no longer a thing?

 

[ChrisMars]

Pretty sure someone reported some success in a thread a few weeks ago

J

Post in thread 'Qantas Call Centre Long Wait Times'

Feb 21, 2025

Thanks very much for the confirmation and extra tip, nugets.

Wow! Thanks again @chiken_nugets - all sorted within a couple of hours, which includes some delays in me responding. Bloody great! So much better than getting on the phone.

• JackMiles

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[SYD]

They’re possibly overwhelmed with crazy uncle Freddy delays.

 

[VPS]

Try Twitter as well but could be fallout from TC

 

[chiken_nugets]

Yes, response times have been slow of late due to Alfred, but they do get around to it eventually. I sent a message on Friday afternoon, it was resolved a full day later (about 5 hours of the delay was mine).

 

[adenda]

In my experience response time has always been extended (ie. anything from almost immediate to several hours). However expertise and helpfulness of these channels has always been first rate. I’m almost certain these channels are staffed by Australia-based staff

 

[chiken_nugets]

In my experience response time has always been extended (ie. anything from almost immediate to several hours). However expertise and helpfulness of these channels has always been first rate. I’m almost certain these channels are staffed by Australia-based staff

I've heard that it's staffed in Auckland.

Several hours, yes, but at the moment it's more like half a day or longer for the initial reply.

 

[madrooster]

I’m almost certain these channels are staffed by Australia-based staff

It's the AKL contact centre who does the social media channels.