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

• 
• 

 

[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.

 

[adenda]

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

Explains a lot

 

[Daver6]

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?

My experience was the same last year on Facebook messenger. Response times in excess of 24 hours and incredibly unhelpful.

 

[JackMiles]

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

• 
• 

That was me, and yes, happy to confirm again that messaging through FB worked very well for me, although this was obviously pre-Alfred.

 

[henrus]

I used messenger on Wednesday last week and got a response in about 6 hours. I’m guessing a lot of the mess in SEQ is causing the longer delays right now.

Assuming what I’m trying to do isn’t urgent then messenger is my go to as I can type it all in and wait. If talking about an existing booking in the first message include the booking reference, names of all passengers on the booking and flights number and dates of all flights on the booking (these are the standard privacy questions they ask so makes lift easier for everyone to include it).

 

[Quickstatus]

I've found SM assistance to be no more than a "please DM your booking reference". It's just a tool to capture the complaint/question/request and it all feeds back to the usual team to work on.

 

[tassie6]

Use messenger for all my non urgent inquiries and have about 95% success rate in getting what I need done, only one or two when they said call in, but I had similar issues to those resolved on there in the past so you could try again a day or two later.

Generally allow 12-18 hours for first response, then if you are prompt in your reply allow 1-2 hours for each subsequent answer. This was about 24-36 hours for a response a couple days ago during Alfred

To expedite, in your first message always include:

• PNR,
• dates of travel (I generally just put start and end date of flights on tickets)
• Names of all travellers,
• Flights routing (all flights on the ticket, I just do something like HBA-SYD-BNE-HBA or similar)
• What you are trying to do/change

This saves a message or two back and forward asking for the details

I also resolve for family and they will ask if you have permission to act on their behalf (but no proof necessary).

If there is any payment necessary, they will call you for credit card info.

Why I like it:

• Don’t need to waste time on hold for non urgent inquiries
• No communication issues with dates/flight numbers/name spellings
• Written record of what was said that you can always find a copy of
• The staff appear more competent than general phone agents that I get (and if it’s Auckland as per above, then that makes sense)
• They seem to be more versed in the ticketing process than most phone agents, just based on language used and speed of reissued tickets coming back

 

[dylarr]

I've found the social media service to be excellent. It may sometimes take some time to get a reply but they've always been very capable. Makes sense with the team being located in Auckland.

I do wish they would bring back the web / SMS chat that was canned at the start of the pandemic in 2020.