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

 

[bullerdude]

Seems like some improvement compared the the reports here of you go back 20 pages or so - which is positive.

Sorta feels like there has been an increase in the pool of agents to take calls and some improvement on them completing requests.

Perhaps they had lots of agents out on training etc. which contributed to the problem compounded by Easter and cancellations.

 

[PineappleSkip]

@LinaLee I agree with @encryptededdy

They’ll find out tomorrow as they can’t check In

This is a dead giveaway that the flight hasn't been ticketed.

 

[LinaLee]

@LinaLee I agree with @encryptededdy

This is a dead giveaway that the flight hasn't been ticketed.

Thanks guys. I’m going to try help. We have lots of catching up to do if they manage the trip

 

[LinaLee]

Thanks guys. I’m going to try help. We have lots of catching up to do if they manage the trip

Looks like I did get through fairly quickly to an agent and explained nicely the problem and she’s going to help get it ticketed. Back on hold. she came back online to say she’ll have to call me back in an hour as it needs intervention of her supervisor. I never did get the call back

Fortunately, my friend did get through again to the 1300 line after another hour plus wait time and this time the agent did manage to get it ticketed and they are checked in. Issue finally resolved. After more than total approximately 7 hours hold time.

 

[Must...Fly!]

Looks like I did get through fairly quickly to an agent and explained nicely the problem and she’s going to help get it ticketed. Back on hold. she came back online to say she’ll have to call me back in an hour as it needs intervention of her supervisor. I never did get the call back

Fortunately, my friend did get through again to the 1300 line after another hour plus wait time and this time the agent did manage to get it ticketed and they are checked in. Issue finally resolved. After more than total approximately 7 hours hold time.

It's even more sad when you think, who paid who in this affair...

 

[RichardMEL]

That's a crazy situation. if QF cancelled the flight the suggested new flight should have come up and be accepted, or change with options (with no fare difference etc).. seems like something went wrong at that point, even before the whole "agent can't ticket" multiple issues. sigh.

glad it's been sorted, but who needs that angst and tying up of multiple people and time to sort out? Ridiculous

 

[encryptededdy]

That's a crazy situation. if QF cancelled the flight the suggested new flight should have come up and be accepted, or change with options (with no fare difference etc).. seems like something went wrong at that point, even before the whole "agent can't ticket" multiple issues. sigh.

Yeah, I can only assume it's an IT glitch. In my experience a flight change will cause MMB to show a "Accept / Change / Cancel" screen, and the change button will always show multiple options +/- 1 day, all with no change fee.

It sucks that these delayed ticketing issues still exist, even for QF revenue fares on QF metal.

 

[LinaLee]

That's a crazy situation. if QF cancelled the flight the suggested new flight should have come up and be accepted, or change with options (with no fare difference etc).. seems like something went wrong at that point, even before the whole "agent can't ticket" multiple issues. sigh.

glad it's been sorted, but who needs that angst and tying up of multiple people and time to sort out? Ridiculous

Yes definitely IT issue cause the agent that fixed the issue finally tweaked on cause initially her screen was showing original flight was still there but when my friend asked again to check cause they have the text to say flight cancelled and to call. Rechecked and yes flight is cancelled. The message they received is that QF was working to update their new flight details!

 

[ellen10]

Hmmm I need to make a call. I have read the past 10 pages, very informative, thanks to all.

 

[CMA222]

That's a crazy situation. if QF cancelled the flight the suggested new flight should have come up and be accepted, or change with options (with no fare difference etc).. seems like something went wrong at that point, even before the whole "agent can't ticket" multiple issues. sigh.

glad it's been sorted, but who needs that angst and tying up of multiple people and time to sort out? Ridiculous

This is exactly why I am not booking anything with QF till 2023. If I make the booking and pay the fare I do not want all this hassle merely because QF chooses to arbitrarily cancel my flight and then, at short notice, not have the back up to cope with the impact they have caused. Customer service QF style - we have your money now its your problem.

 

[eelsad]

Made a booking with flight credits a few weeks ago. Received my e-ticket a week later but I can't manage my booking online. It's not showing up in QFF profile, when searching in MMB it shows just the flight credit. Been on hold for over 2 hours this week as well.

 

[Ansett]

Called the VIP team and was shocked as the phone answered and I didn't hear a ring. Seems things are getting back to normal

 

[RooFlyer]

Called the VIP team and was shocked as the phone answered and I didn't hear a ring. Seems things are getting back to normal

... for the very high end.

I don't have a problem with that order, as long as the other tiers follow!

 

[sudoer]

Day of week	Thu 28 Apr
Time of call	7:10 AM AEST
Number used	13 12 11
Status	Platinum
Hold time	5 minutes
Call Centre (if known)	Sounded like Fiji
Matter resolved	No
Details	Called to request space on QF1 SIN-LHR 353 days away - today is the first day I class has opened up. Agent was unfamiliar with Platinum request process and put me on hold for 10 minutes only to take me off hold and claim that the flight was showing J9 C9 D0 I0 - this is what EF returns for QF1 SYD-LHR but QF1 SIN-LHR has D9 I9. Triple checked they were looking at the right segment and also EF results. Gave up and decided to call back after 10am AEST / 12am GMT.

Day of week	Thu 28 Apr
Time of call	10:15 AM AEST
Number used	13 12 11
Status	Platinum
Hold time	Quoted less than 15 minutes, call back offered but not taken, call answered after 22 min
Call Centre (if known)	Sounded like Fiji
Matter resolved	Not sure yet
Details	Called again to request space - the agent was again not familiar with the process. Agent put me on hold for over 30 minutes (taking me off hold at the 10 minute mark to thank me for my patience etc) during which time I didn't see the requested flights appear on the PNR at all. They eventually came back to say the request had been submitted and to call back in 48 hours. Flights still weren't on PNR at this point, 15 minutes later they showed up with status Requested.

 

[jaseb]

Day of week	Thu 28 Apr
Time of call	11:40 AM AEST
Number used	1300 xx_xx_
Status	Bronze
Hold time	Not quoted a wait time. Ended up waiting ~60 minutes for pick up.
Call Centre (if known)	Sounded like South Africa?
Matter resolved	TBC
Details	Called to request a number of reward flights (but not all) were struck from 2 separate reward bookings. Was told that the initial flights had been removed and refund processing. Flights haven't dropped out of MMB yet. Then asked to cancel a second set of flights on a different booking, gave the booking info, provided the flight details to be cancelled, was put on hold for ~40 minutes and hung up on. (more info: Cancelling multiple legs on single Reward Itinerary?) Call (not including initial hold time) duration: 75 mins

 

[Seat0B]

Hopefully it's ticketed properly... :|

1300659116 is the correct number and is the one I've gotten in emails when my flight has changed. Last few times I called the number (when my flight changed) it was picked up in a few minutes. Not good that it has long delays now...

It's not good that you have to do this but next time just call as yourself and then had the phone to your friend (or conference call them in) to manage their booking to be honest. You'll be answered relatively quickly as a Platinum.

I've done this and they go absolutely mental if the questions relate to a person who is not Platinum. I mean absolutely mental. Once they ranted but helped me (pre-COVID). Once they refused to help and told me I would be reported for abusing Platinum privilege - and I was calling for my then 86 year old mum who was flying domestic J in COVID times!!!!! However, these bullying tactics have worked and I just don't take the risk.

BTW, I have been WP or P1 for 15+ years, so twice in that time is not like I make a habit of "abusing privilege"!

 

[N860CR]

I've done this and they go absolutely mental if the questions relate to a person who is not Platinum. I mean absolutely mental. Once they ranted but helped me (pre-COVID). Once they refused to help and told me I would be reported for abusing Platinum privilege - and I was calling for my then 86 year old mum who was flying domestic J in COVID times!!!!! However, these bullying tactics have worked and I just don't take the risk.

BTW, I have been WP or P1 for 15+ years, so twice in that time is not like I make a habit of "abusing privilege"!

There’s that Australian charm we love! Only qantas employees would get away with abusing customers and thinking they’re in the right.

 

[gidxg03]

I've done this and they go absolutely mental if the questions relate to a person who is not Platinum. I mean absolutely mental. Once they ranted but helped me (pre-COVID). Once they refused to help and told me I would be reported for abusing Platinum privilege - and I was calling for my then 86 year old mum who was flying domestic J in COVID times!!!!! However, these bullying tactics have worked and I just don't take the risk.

BTW, I have been WP or P1 for 15+ years, so twice in that time is not like I make a habit of "abusing privilege"!

That's the number I was given (via email) when a flight was recently cancelled and they asked me to call this number. I've been using it since for all my bookings and haven't had an issue but I am constantly getting the South African call centre who seem to have a lot of issues completing even the simplest of tasks.

 

[encryptededdy]

I've done this and they go absolutely mental if the questions relate to a person who is not Platinum.

Oh my goodness this is awful. I'm sure it's just a few agents but damn (or maybe it's not just a few, given you're 2 for 2).

reported for abusing Platinum privilege

I would love to see where it says in the QFF T&C's that you're not allowed to call up to help your mum manager her booking.

 

[clifford]

There’s that Australian charm we love! Only qantas employees would get away with abusing customers and thinking they’re in the right.

If I was treated like that as WP/P1, I'd be flying with another airline (or purchasing a business jet).