Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks.

I will attempt to publish the currently active number(s) in this post:

1300 304 318
1300 659 161
1300 025 396
1300 659 116

1300 024 715
1300 025 390
1300 659 115
1300 659 134
1300 659 502

 

[Guvner]

I've always felt a bit weird about that site/app... its the one that you send off your itinerary emails to right?

You can, but you don't need to if you have the PNR. I've used it for years, never had an issue.

 

[AstroBBoy]

Download "CheckMyTrip" from Apple/Google app stores. Whack in your QF PNR/Booking Reference (6 characters) and if there's an e-ticket you'll see it under Passenger Details.

I've downloaded the app and entered my booking reference. The flights are all there but none of my my seat allocations are listed which is a little disconcerting.
But where do I see the passenger details? It must be right in front of me but I can't see it.

 

[love_the_life]

I've downloaded the app and entered my booking reference. The flights are all there but none of my my seat allocations are listed which is a little disconcerting.
But where do I see the passenger details? It must be right in front of me but I can't see it.

I have several bookings - where I have an eTicket there is a drop down named Passenger Information and the eTicket number is there; for the booking that was a BPAY and I haven't received an eTicket yet, there is no Passenger Information drop down, so obviously can't see it at all. Confirms to me that there is no eTicket yet.

 

[Guvner]

I've downloaded the app and entered my booking reference. The flights are all there but none of my my seat allocations are listed which is a little disconcerting.
But where do I see the passenger details? It must be right in front of me but I can't see it.

Does it not look like this?


No “Passenger Information” drop down?
Even where I don’t have e-tickets yet I still get the dropdown.

 

[RooFlyer]

I've always felt a bit weird about that site/app... its the one that you send off your itinerary emails to right?

No, I think that's TripIt. Never did that.

 

[Danger]

My experience is, if you call before 9 am AU time, and take the call back option, they call back really quickly. I had change my domestic connections as part of an international ticket 3 weeks back and I called at around 8:30 am, took the call back option and I got a call before 9 am ...

What time zone is "AU time"?

 

[AstroBBoy]

No “Passenger Information” drop down?
Even where I don’t have e-tickets yet I still get the dropdown.

I've put in 2x different booking references and neither lot of flights have a "passenger" dropdown like in your image. Only the "trip tools" and "more details" dropdowns. weird.

 

[AstroBBoy]

No, I think that's TripIt. Never did that.

Its on their website/app...

 

[RooFlyer]

Its on their website/app... View attachment 274724

Ah, OK, thanks. TripIt does it too.

 

[stm1sydney]

@jpp42 "I was charged a fare difference above my credit that amounted to $120 more than the Jetstar fare"

Wot?! That's a great strategy by QF to bank a lot of travel credits in its senior exec bonus pool.

 

[Quickstatus]

Emirates exclusively for international flights

Even though reading between the lines suggest that safety is not paramount?. Pilot fatigue, several accidents?.

 

[Quickstatus]

how they have ditched airline X years ago.. then comment in airline X's forum.....

Lots of people say “I’ll never do business with company X ever again”. Eventually they will pain themselves in a corner and live like a hermit. All companies with a customer facing aspect will fail at that at some stage.

Mostly these are made in the heat of the moment but memories are inherently short and the lure of a good deal will recapture the customer.

 

[Ade]

What time zone is "AU time"?

Sorry, should’ve been more clearer - SYD/MEL/CBR time

 

[exLXCXFF]

Day of week	Wednesday
Time of call	12:16 PM AEDT
Number used	131313
Status	WP
Hold time	~ 1 min
Call Centre (if known)	Unsure (Fiji?)
Matter resolved	Unsure
Details	Called to use a Qantas travel credit on a Jetstar flight. Didn't even get my cup of tea made before call was answered by a woman with an accent I don't quite recognise, but wasn't Filipina or South African, so maybe Fijian. After being advised there were no seats at all on the flight, despite "8 at this price" (which was low) available on the JQ web site, she found a way to do it. I was charged a fare difference above my credit that amounted to $120 more than the Jetstar fare, of course without any of the bolt-ons. More concerningly, the agent later said the booking was "unconfirmed" and would be canceled due to there being no seats available (??), and advised me to abandon the whole thing. So far the flight is still showing in both QF and JQ MMB, but I am unsure how to tell if it has actually been ticketed or not. (Status is listed as "Confirmed" in the QF MMB page.)

If you have any evidence for this, I would definitively report this to the ACCC as part of their Qantas consultation: QANTASComplaints@accc.gov.au

What I wonder is - and I am sure the ACCC will look into this - who is the ultimate EXECUTIVE signing of on such "credit voucher fares" being loaded into the booking system. If I were that person, I would already look for a new job and presumably hope that Qantas is strengthening some of their legal reserves in their balance sheet.

 

[TheInsider]

'Abusive call after abusive call': Qantas insider reveals call centre crisis

Every day, the phone calls hit like a tsunami, angry Qantas passenger after angry Qantas passenger.

www.9news.com.au

 

[Scr77]

'Abusive call after abusive call': Qantas insider reveals call centre crisis

Every day, the phone calls hit like a tsunami, angry Qantas passenger after angry Qantas passenger.

www.9news.com.au

Article states 250-300 call centre staff. Problem is that few are from the original team.

Is Tom a mate? (thumbs up for the new avatar.)

 

[Daver6]

Article states call volumes have doubled yet wait times haven't just doubled. They've increases tenfold at least! Something doesn't add up there.

 

[Lynda2475]

Article states call volumes have doubled yet wait times haven't just doubled. They've increases tenfold at least! Something doesn't add up there.

Because it fails to account for the poor competency of the SA/Fiji call centre staff, who take at least 10 times longer than Hobart/NZ staff to do simple things, who put people on hold while they call someone competent onshore.

So calls have doubled but average length of call has blown out by a factor of 10 or more.

 

[Daver6]

Because it fails to account for the poor competency of the SA/Fiji call centre staff, who take at least 10 times longer than Hobart/NZ staff to do simple things, who put people on hold while they call someone competent onshore.

So calls have doubled but average length of call has blown out by a factor of 10 or more.

Pretty sure SA was involved prior to Covid though.

 

[encryptededdy]

Because it fails to account for the poor competency of the SA/Fiji call centre staff, who take at least 10 times longer than Hobart/NZ staff to do simple things, who put people on hold while they call someone competent onshore.

"Tom" also mentions it in the above linked article on the subject of the offshore call centers

"If it's too tough for them, and they can't do it, they just hang up," he said.
"And then you're back in the queue for another four hours."