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

 

[justinbrett]

Then call the frequent flyer service centre and not reservations. Fixed.

You just saved me a long wait time.

I figured it didn't matter which number you call and it would go to the same place.

But you are right - if you call 13 13 13 you don't get to input your pin; 13 13 31 you do.

 

[fr.stephen]

Day of week	Monday 2nd May
Time of call	5.10am AEST
Number used	131313
Status	Gold
Hold time	25 minutes (no hold time stated)
Call Centre (if known)	Fiji?
Matter resolved	Yes
Details	I needed to change travel dates for an existing one way booking, as well as add return flights. Changing dates for existing flights was no problem. However agent did not understand what I meant when I said that I needed to change the booking to a return booking. She just kept saying "but there aren't any other flights on this booking". When it seemed she was becoming frustrated I told her she was doing a great job and I was so thankful she was trying to assist me. Then we got to the point where she went "Oh, you want me to add some flights to this booking" - YES. She didn't really seem to know how to search through the system to find suitable flights for me, so I just quoted flight numbers and dates, and after putting me on hold a few times, managed to get the booking updated. No service fee charged, but an additional $1900, as outbound leg only available in Flex. While I had a real agent on the phone, I thought I might as well try to get my middle name correct on another booking - for almost 18 years, it has just had the middle initial, but I noticed Qantas' system now allows you to actually enter you middle name in the booking. She put me on hold a few times, got as far as confirming what my middle name actually is, then when trying to take me off hold another time got only silence. To her credit, she did try to call me back straight away, but again the call didn't connect. So in the end I gave up on that one - it's been like that for 18 years so isn't going to cause any problems now, especially not flying to Europe.

 

[MooTime]

A mate wants to change destination from AKL to WEL, can't do online, he called & after 2.5 hours was just cut off.
Tried again & after 90mins just hung up himself as things to do, life!

I told him of the above numbers here, used them got thru in 25mins, told operator the PNR & was hungup on, no reason why just dial tone.
His flight is in July so obviously not urgent.

Told him just book new flight & cancel existing one next week or so.

IMO should be able to cancel a booking online, I mean why can't you, it's just a return trip Mel to NZ, by jingoes!

 

[jpp42]

A mate wants to change destination from AKL to WEL, can't do online,

Welkom Airport (WEL) is in South Africa, that might be part of your issue.

 

[MooTime]

Welkom Airport (WEL) is in South Africa, that might be part of your issue.

Nah sorry, I get these airport codes wrong. Just typed WEL here on forum.

Buttons on "manage booking" were all greyed out.

 

[jpp42]

Nah sorry, I get these airport codes wrong. Just typed WEL here on forum.

Buttons on "manage booking" were all greyed out.

The correct code for Wellington, NZ is WLG. If you don't know the code or don't want to take the time to look it up, just write out the city name, it's misleading to use an incorrect code.

 

[aggie57]

We had made a reward booking for flights in December for our daughter, mysteriously the points reappeared in my FF account so she needed to ring Qantas to find out why. 2 hrs on hold, to finally find out that the booking had been cancelled (an issue in itself but not relevant here). Crazy.

 

[support]

Used a special Qantas Club Corporate number this afternoon, but hung up on after 26 minutes while trying to renew some Qantas Club memberships for Gold members. Second call took 27 minutes to do EXACTLY the same thing.

Finally, I tried the first of two numbers listed here – 1300 025 396 – and after entering my Platinum details, I was answered in under 3 minutes. It is perhaps an awful indictment that an airline that values corporate travel so much is willing to route corporate Qantas Club renewals to a team who constantly show the worst qualities of customer service. That said, despite quickly answering my call, I was then place in a 10+ minute hold, and then the whole process took over 30 minutes to complete.

 

[Scr77]

Used a special Qantas Club Corporate number this afternoon, but hung up on after 26 minutes while trying to renew some Qantas Club memberships for Gold members. Second call took 27 minutes to do EXACTLY the same thing.

Finally, I tried the first of two numbers listed here – 1300 025 396 – and after entering my Platinum details, I was answered in under 3 minutes. It is perhaps an awful indictment that an airline that values corporate travel so much is willing to route corporate Qantas Club renewals to a team who constantly show the worst qualities of customer service. That said, despite quickly answering my call, I was then place in a 10+ minute hold, and then the whole process took over 30 minutes to complete.

If you’re being treated like that, pls pray for us NB who can’t achieve the simplest of requests!

 

[encryptededdy]

Since it looks like waiting times are back, but had dropped to near-zero over the easter holidays...

 

[support]

If you’re being treated like that, pls pray for us NB who can’t achieve the simplest of requests!

I don't want to post too personally, but will say the recent state of the call centre with work calls or even when I call as a Platinum made me decide earlier in the year not to bother chasing down Platinum again – despite having the head start that the status extensions has provided.

Those that know me through my regular account – @samh004 – will know I achieved LTG in just under 11 years, was Platinum for much of it, and briefly P1. But I just don't see the value anymore if my calls aren't going to be answered promptly, and when they are, it's then slammed back down and I have to start again.

I'll just deal with LTG when I get there next year.

 

[justinbrett]

I called QF twice today, both calls answered in less than 5 minutes.

I called AA twice (SYD number). First call I gave up on at 45 minutes.

Second call was about 20 minutes, but now the guy isn't very helpful.

I don't want to post too personally

Probably a good idea to stay neutral when you're posting with an admin account

 

[AstroBBoy]

Is there a time when Hobart or Auckland are more likely to pick up the call?

 

[Scr77]

Is there a time when Hobart or Auckland are more likely to pick up the call?

If you don’t have status, you will never get local call centre anymore.

 

[clifford]

I called AA twice (SYD number). First call I gave up on at 45 minutes.

Second call was about 20 minutes, but now the guy isn't very helpful.

Just wondering what status you have with AA.

I called the Aust UA number a few days ago and got connected to an incredibly helpful agent immediately. I'm UA lifetime Plat.

 

[Melburnian1]

I can assure you I have had complaints dealt with very efficiently by both TIO and BIO. You speak with an onshore human/direct phone lines are answered and as soon as said bank/Telco finds out they are involved in your case a world of prompt access magically appears….

And within two business days of me speaking to the TIO after I'd contacted it in writing, the telecommunications provider rang me and resolved the issue, offering about 10 per cent above what I'd asked for.

The subsectors are different but it's fairly rare to get that from an airline, even if one used that (domestic) Airline "Customer" Advocate that from all reports seems like a window-dressing exercise.

 

[MooTime]

I

If you don’t have status, you will never get local call centre anymore.

I had no status early covid and has a Hobart guy fix my issues, without dropping a set. Friendly, knowledgeable, just like VA.

I note you mentioned 'anymore' so fair enough.

World's apart being answered by Hobart as opposed to one of the other centres.

 

[justinbrett]

Just wondering what status you have with AA.

I called the Aust UA number a few days ago and got connected to an incredibly helpful agent immediately. I'm UA lifetime Plat.

I don't have status with them, I'm OWE so my status is with QF.

 

[clifford]

I don't have status with them, I'm OWE so my status is with QF.

Nuff said.

 

[justinbrett]

Nuff said.

So - the QF elites (including myself) are saying their calls are going straight through, and the non-status people are complaining about long waits.

And I assume you're suggesting the same is happening on other airlines?

I'd say your probably right, but you don't normally hear such objective commentary on these forums