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
 
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Daver6 said:
Pretty sure SA was involved prior to Covid though.
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They were but there used to be more onshore and NZ staff so that most people gold plus didn't have to deal with them before unless calling outside east coast business hours.

Even after a long wait I've always been polite, i think most people are relived when someone finally answers. The hang-ups arent always because people are rude, its more they dont know how to resolve so dont want to have bad call stats.
 
Quickstatus said:
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.
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like some who would never fly Qatar after the debacle last year and happily book them now
 
I do sympathize a little with call centre workers, but they’re often their own worst enemy. Stockholm syndrome seems to set in (on the company’s side) and often the customer becomes the enemy, not the organizations systematic problems.

At the end of the day, if the staff put in an incident report (which qantas definitely has) after each call, things would change. None of them ever want to stand up though.
 
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Day of weekSunday (Easter)
Time of call12:45 PM AEST
Number used131313
StatusPS QC
Hold timeZero hold time
Call Centre (if known)Unsure (Fiji?)
Matter resolvedNot yet
DetailsCalled regarding a reward flight next month that hasn't ticketed yet. Contains MH sector so a bit worried about it being cancelled. She looked up my booking and said that she could see a "reject message" on her end which is why it hadn't ticketed (makes sense). She wouldn't tell me what the message was but said she would go to her support desk and put me on mute (was told the hold function was not reliable). She came back and told me I was charged the wrong amount of taxes ($450 instead of expected $475) I said, well, booking system broke evidently, but feel free to charge me the difference and issue me the ticket. She said she'd have to go back to her support desk and would give me a call back once it had all processed. I usually prefer to wait on hold but I trusted this agent enough to call me back, so I let her call me back. Now waiting to see if I get a callback and an issued ticket :)
 
On the positive note, calls seem to go through instantly today which is great, because on the negative note, the line dropped twice (I want to believe that it was the unreliability of the "system", because in one case it seemed more than the agent disconnected the line) and ticketing issues with my flights are still to be resolved even after more than two weeks of waiting. Typing this 45 minutes in my 3rd call with customer service for flights that can only be managed through the phone which pretty much makes going through this "torture" mandatory!!

Edit: Jinxed it. Here we go again!!!
 
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There is a change.org petition circulating with a demand that QF improve its customer service, including the call centre debacle.

Demand better Customer Service response from Qantas​


Sign your name to help us lobby for basic resolutions:

1. Qantas to fix errors on their website. This would literally resolve about 90% of phone calls if people could DIY.

2. Restore locally based Qantas services and give local staff back the ability to assist customers - like they always have done with great success.

3. Put more people on the phones (13 13 13) and on social media. Get the app live chat back online and respond to messages.

4. Put in place a callback service. If your hold times become lengthy, allow customers to hold their place in the queue and receive a call back when staff are available.
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