Latest QF App update shows call centre estimated wait times

[encryptededdy]

No, it's likely a case number generated by the app that lasts a short while before expiring. Your personal info will be linked to that case number, and will be pulled up by the agent when you call.

You can generate one on web as well if you follow the flow in https://www.qantas.com/au/en/support/contact-us.html

Functionally it's just doing the IVR in advance, including entering your PNR and FF details which can be more painful over the phone, so it's good you can do it in the app ahead of calling.

 

[Franky]

Loving the reverse engineering & theory crafting! One day we shall discover the secret code to unlock Hobart!!

Good luck with that!!

 

[MelbFlyer]

Having estimated call times is great, however what is more important is whether or not agents will be able to assist.

It's been a while since I had to call Qantas - I called them well over one hundred times last year in an attempt to change some flights on my now done / flown (thankfully!) OWA.

The issue I had was, I called up to attempt to change my flights with others that were showing online, and 95% of agents claiming that they weren't available even despite them showing online. The only way to change my itinerary was to call - I couldn't do it online as most (if not all) OWAs are.

I then HUACA many, many times to see if anyone else could see / change. Only a handful of times I was successful, all the rest were purely just BS / a waste of time.

I think the emphasis needs to be placed on first call resolution rather than reducing waiting times, although both are important.