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]

I actually wonder if QF has the Australian staff acting as a “level 2” support cell for the offshore centres - so all the curly stuff gets passed up to them. As a result, very little chance any of them are fielding direct calls from the public.

Just a theory.

 

[jrbridge]

I just rang the 131131 number at 2:30AM. Got straight through to the Fiji Call Centre. Assuming my Malaysian Airlines Business seats change from Waitlisted to Confirmed then I'll be very happy with the service. If not, I'll ring again tomorrow night.

 

[ksthommo]

Rang today to try and sort out a points refund that Qantas couldn't accomplish from my email.
57 minutes on hold and another 1 hour and 4 minutes later not finalised.
Booked a round trip rewards booking CNS/BNE/CNS for January 2022. First leg was flown but
the second leg had to be cancelled as Qantas canned the evening BNE/CNS flight.
Fees/Charges for both legs of the booking were refunded, 8400 points for one leg not.
Tried to tell Qantas in the email that I owe them the Fees/Charges for the CNS/BNE leg flown,
don't reckon they understood what I was trying to say.
Anyway agent is getting the 8400 points refunded apparently.

 

[encryptededdy]

don't reckon they understood what I was trying to say

Last year I had a partially flown award itinerary cancelled due to the NZ travel bubble popping. Qantas refunded all of the points but none of the taxes. I think they refunded me an extra 20k points but didn't refund me $200 of taxes. I tried to explain it to them but they were confused so I just left it.

 

[LinaLee]

Follow up 3 days later after changes made and confirmed on the phone on Tuesday and eticket to follow. Did not received after 3 days. Got the call back option quoted time of 30 mins to 1hour at 1216pm today. Call back received at 1.02pm. Matter resolved then and there as I got the email immediately while still in the phone. Call centre location is Fiji and introduction included reference to a call from the premium line .

 

[robinsparkles]

Follow up 3 days later after changes made and confirmed on the phone on Tuesday and eticket to follow. Did not received after 3 days. Got the call back option quoted time of 30 mins to 1hour at 1216pm today. Call back received at 1.02pm. Matter resolved then and there as I got the email immediately while still in the phone. Call centre location is Fiji and introduction included reference to a call from the premium line .

Glad it worked out for you. What number did you call?

 

[LinaLee]

Glad it worked out for you. What number did you call?

131211

 

[ronlon]

I am so over Qantas call centre. I am unable to do the below described change on line myself due to the change icon stating “contact QF for changes” : Munich-Doha-Melbourne is booked all in economy class. I wish to change Munich-Doha to business (award seat is available).

So I call the afternoon. Agent number one : “ let me put you on hold while we work out the price/points difference”.

20 minutes later the call disconnects and automatically connects to QF customer satisfaction survey.

I call back….agent number two…..nice guy trying his best but really no idea “mmm….this is an award booking with a non QF airline let me see…..” 30 minutes on hold, call drops out and automatically connects to QF customer satisfaction survey. The lowest number on the satisfaction survey to choose was “1”.

 

[TheInsider]

I am so over Qantas call centre. I am unable to do the below described change on line myself due to the change icon stating “contact QF for changes” : Munich-Doha-Melbourne is booked all in economy class. I wish to change Munich-Doha to business (award seat is available).

So I call the afternoon. Agent number one : “ let me put you on hold while we work out the price/points difference”.

20 minutes later the call disconnects and automatically connects to QF customer satisfaction survey.

I call back….agent number two…..nice guy trying his best but really no idea “mmm….this is an award booking with a non QF airline let me see…..” 30 minutes on hold, call drops out and automatically connects to QF customer satisfaction survey. The lowest number on the satisfaction survey to choose was “1”.

Are they two separate sectors or a connecting flight? If a connecting flight, can't be done.

If a connecting, then two separate bookings need to now be made. In that case the 2nd leg may not be available for sale as an award ticket anymore.

So basically if the first sector and second sector as separate bookings is available, book it online and cancel the other one.

 

[encryptededdy]

Are they two separate sectors or a connecting flight? If a connecting flight, can't be done.

If a connecting, then two separate bookings need to now be made. In that case the 2nd leg may not be available for sale as an award ticket anymore.

Are you sure? The Qantas multi city booking system usually lets you book mixed class award bookings

 

[TheInsider]

Are you sure? The Qantas multi city booking system usually lets you book mixed class award bookings

Yeah multi-city does if it was booked as a MUC-DOH-MEL. Not if the flight is Munich to Melbourne, which sounds like the way it has been booked.

 

[ronlon]

Are they two separate sectors or a connecting flight? If a connecting flight, can't be done.

If a connecting, then two separate bookings need to now be made. In that case the 2nd leg may not be available for sale as an award ticket anymore.

Hi TheInsider, it is one booking, MUC-MEL. I have made class changes previously just on one sector albeit with Finnair and JAL.

In any event the main issue here is the failing of call centre to simply come back to me while on hold.

 

[CMA222]

I thought this tread was about the QF Call Centre problems but is going off topic.

 

[Pixiechick]

I thought this tread was about the QF Call Centre problems but is going off topic.

I had actually posted about really good service I got from the SA call centre today (2 minutes on hold, quickly solved problem) but had noted for context that I had to change flights due to a Covid diagnosis. Unfortunately, certain AFF members decided to start debating the seriousness of Covid, so I deleted the original post as I didn’t want the thread but can’t delete replies to the original thread.

 

[Princess Fiona]

I had actually posted about really good service I got from the SA call centre today (2 minutes on hold, quickly solved problem) but had noted for context that I had to change flights due to a Covid diagnosis. Unfortunately, certain AFF members decided to start debating the seriousness of Covid, so I deleted the original post as I didn’t want the thread but can’t delete replies to the original thread.

All off topic posts have been removed.

Please continue discussion about the call Centre.

 

[ksthommo]

Booked a round trip rewards booking CNS/BNE/CNS for January 2022. First leg was flown but
the second leg had to be cancelled as Qantas canned the evening BNE/CNS flight.
Fees/Charges for both legs of the booking were refunded, 8400 points for one leg not.
Tried to tell Qantas in the email that I owe them the Fees/Charges for the CNS/BNE leg flown,
don't reckon they understood what I was trying to say.
Anyway agent is getting the 8400 points refunded apparently.

All good, agent rang back this morning, 8400 points back in the account.
Nothing said about the Fees/Charges, bonus beer coupons in my pocket.

 

[sudoer]

Day of week	Sun 15 May
Time of call	4:40pm AEST
Number used	13 12 11
Status	Platinum
Hold time	5 mins
Call Centre (if known)	Fiji I think
Matter resolved	No
Details	Needed to change one flight and add two more to an existing oneworld award. New flights were well within the rules but the agent was arguing they weren't due to two LHR "visits" (one transit one stopover). No amount of explaining the difference was helping, so I instructed her to revert any changes so I could HUACA

Day of week	Sun 15 May
Time of call	4:57pm AEST
Number used	13 12 11
Status	Platinum
Hold time	Two rings
Call Centre (if known)	HBA
Matter resolved	Yes
Details	Was relieved to hear Anya answer after the above call and having dealt with her on a previous call which went well. She is no-nonsense and incredibly efficient if you have your desired changes/requests ready to go. I provided three dates/routes/flight numbers and within a minute she had emailed me the proposed changes to verify (from "Travel Document" <[email protected]>), all was correct, tax refund calculated (UK APD tax removed) and advised e-ticket to show up soon. I took Anya up on an offer to help with anything else and asked her to check if there was any updates on another PNR where Qantas lodged a request with the oneworld service desk to divorce some married JAL segments for me. No update but she explained exactly what was going on and proactively offered to check back on it tomorrow and call me with any updates.

 

[gidxg03]

Day of week	Sun 15 May
Time of call	4:40pm AEST
Number used	13 12 11
Status	Platinum
Hold time	5 mins
Call Centre (if known)	Fiji I think
Matter resolved	No
Details	Needed to change one flight and add two more to an existing oneworld award. New flights were well within the rules but the agent was arguing they weren't due to two LHR "visits" (one transit one stopover). No amount of explaining the difference was helping, so I instructed her to revert any changes.

Day of week	Sun 15 May
Time of call	4:57pm AEST
Number used	13 12 11
Status	Platinum
Hold time	Two rings
Call Centre (if known)	HBA
Matter resolved	Yes
Details	Was relieved to hear Anya answer after the above call, and having dealt with her on a previous call which went well. She is no-nonsense and incredibly efficient if you have your desired changes/requests ready to go. I provided three dates/routes/flight numbers and within a minute she had emailed me the proposed changes to verify (from "Travel Document" <[email protected]>), all was correct, tax refund calculated (UK APD tax removed) and advised e-ticket to show up soon. I took Anya up on an offer to help with anything else and asked her to check if there was any updates on another PNR where Qantas lodged a request with the oneworld service desk to divorce some married JAL segments for me. No update but she explained exactly what was going on and proactively offered to check back on it tomorrow and call me with any updates.

I envy you being able to get through to HBA. The incompetence of the offshore call centre resulted yesterday in us loosing 2 legs of our trip with Emirates in J making the rest of our trip back to Melbourne from Europe unworkable so now having to start again.

I’ve called the call centre at least 10 times in response to payment issues and trying to get the trip ticketed. It now seems the offshore agent stuffed up the booking process and Emirates ended up releasing our seats and now there is no availability.

This is all part of a trip home to Ireland the booking of which has been an absolute nightmare. I’ve learnt lots through the process if we ever decide to do another trip but the booking process through the offshore call centre is just a joke.

 

[ronlon]

I envy you being able to get through to HBA. The incompetence of the offshore call centre resulted yesterday in us loosing 2 legs of our trip with Emirates in J making the rest of our trip back to Melbourne from Europe unworkable so now having to start again.

I’ve called the call centre at least 10 times in response to payment issues and trying to get the trip ticketed. It now seems the offshore agent stuffed up the booking process and Emirates ended up releasing our seats and now there is no availability.

This is all part of a trip home to Ireland the booking of which has been an absolute nightmare. I’ve learnt lots through the process if we ever decide to do another trip but the booking process through the offshore call centre is just a joke.

That's terrible, for what's its worth I have started posting my recent negative QF call centre experiences on Qantas Facebook. My negative experiences have just kept on building to the point of reaching outside of this fantastic forum in the hope of galvanizing others and Qantas. I too wish I could regularly get someone from premium call centre as opposed to an inknowledgeable agent (nothing personal, lack of training). I used to be able to get Hobart or Auckland on occasion but not anymore.

 

[smckay]

I have been trying to get flights 'corrected' after they were changed by Qantas. I am currently on my 5th or 6th call to all of the numbers in this post along with the regular 13 numbers. All bar one has gone to South Africa, and all of them have been disconnected with no call back from the staff. I even had a supervisor promise me he would call me back in 2-3 hours. That was last week and no call from him yet.
Todays gem was being told my Qantas One World award booking was in fact Premium Economy and not Business. I told him I was not going to explain the different awards to him and he needed to sort it out (he also refused to put me through to a supervisor at the start of the call after I told him he wasn't paid enough to take the strong objections to the flight changes I had).
The lack of knowledge, ability and ownership of the current call centre staff is so poor.