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

 

[Lynda2475]

Usually if it's manually ticketed you should have an email from [email protected], but perhaps that went missing somewhere.

It was an automated update by carrier not a manual chnage, so should have received a new PDF e-ticket as I did with the previous AA initiated change.

I have an amadeus extract with new flight and ticket number (but have received one of those once before and then my flights disappeared because QF didnt adjust taxes for a change I requested and it was very stressful couple of days getting the flights reinstated), so if genuinely re-ticketed it is usually also reflected in the invoice you can download from MMB.

My trust is very low atm; and if I lose any of these flighst will be way too expensive to buy new seats 8 weeks out.

 

[ozstamps]

Hasn't Mr Joyce clearly stated is it you pesky customers not being very bright, that is entirely the issue here, with Qantas hours long wait times, clueless offshore staff, and botched 'resolutions' to simple routine changes??

How Alan Joyce still has a job after all these years of incompetence, perplexes me.

Qantas is drowning in red ink, and client satisfaction level has been at record lows for a year or more. The buck stops with the CEO. Lame excuses, with nothing changing, do not solve the real ongoing issues. He is YEARS past his 'best by' date.

 

[DC3]

Qantas is drowning in red ink, and client satisfaction level has been at record lows for a year. The buck stops with the CEO. Lame excuses do not solve the real issues. He is YEARS past his 'best by' date.

Do Joe and Josephine Public have any idea about any issues, or are they even interested? More likely to be better informed folks, such as AFFers.

 

[ozstamps]

Joe Public on phone hold to Qantas for several hours, to finally get answered by some drone in Fiji, not empowered to resolve the issue, will most certainly have a VERY strong view on the current mess I'd suggest.

Qantas Elites (most of those posting here) do seem to have less phone wait times, but are only a VERY small % of the Qantas client base.

This disaster has been an ongoing issue for a year or so. The buck stops with the CEO on such matters. Joyce seems to have led a charmed life in recent times. Any other large company this size would have dumped him years back.

 

[Mr H]

Joe Public on phone hold to Qantas for several hours, to finally get answered by some drone in Fiji, not empowered to resolve the issue, will most certainly have a VERY strong view on the current mess I'd suggest.

Joe Public will probably accept that their request was always impossible and blame themselves for having tried to break the rules. Low cost carriers have a lot to answer for.

 

[DC3]

Jo and Josephine probably have no idea who the CEO of QF is. Or even what a CEO actually is. And would believe that Call Centre issues are the norm.

Anyway, the CEO is not answerable to the pax. Just needs to keep the big shareholders onboard. Don’t see any major changes happening soon.

 

[encryptededdy]

It was an automated update by carrier not a manual chnage, so should have received a new PDF e-ticket as I did with the previous AA initiated change.

I have an amadeus extract with new flight and ticket number (but have received one of those once before and then my flights disappeared because QF didnt adjust taxes for a change I requested and it was very stressful couple of days getting the flights reinstated), so if genuinely re-ticketed it is usually also reflected in the invoice you can download from MMB.

My trust is very low atm; and if I lose any of these flighst will be way too expensive to buy new seats 8 weeks out.

Ah yeah, in my experience there's two types of Amadeus emails, and if this the first type then that's not an e-ticket, only the 2nd type is.





I've had the call centre send me the first type of email and tell me "that's the ticket" whereas in reality it has no e-ticket numbers. Sounds like the same issue you're experiencing.

I do wish the language used for tickets that are not ticketed was something other than "Confirmed" by the system.

 

[RooFlyer]

Ah yeah, in my experience there's two types of Amadeus emails, and if this the first type then that's not an e-ticket, only the 2nd type is.

That's interesting and helpful, thanks. In my recent encounter, with two PNRs that were changed and then fixed by the Fiji centre for Plats, I got the first type for the first PNR change (no e-tick no.) , in an e-mail subject = "Travel Document" and I rightfully ignored it. I was lucky, though, and the proper e-ticket PDFs arrived shortly afterwards - for travel in August. Never did get the 'Travel Document' for the other PNR

 

[blackcat20]

When I called to get our rescheduled flights ticketed we got the second email. Never got the fancy pdf but I've got ticket numbers so we're all set.

 

[Mr H]

I do wish the language used for tickets that are not ticketed was something other than "Confirmed" by the system.

SQ uses the term 'reserved' which captures it quite accurately. This accuracy is no consolation when you are faced with agents who are unable to price and ticket the reservation.

 

[aidan059]

does anyone have a recent Hobart number? needed urgently, my OWA due to depart in 4 days has no ticket..

 

[jeza]

does anyone have a recent Hobart number? needed urgently, my OWA due to depart in 4 days has no ticket..

AFAIK the only way you can directly get through to Hobart is with high level status. I'm not sure how recent the numbers below are but at one point they were supposed to be for close to flight issues.

1300 025 396
1300 659 116


Others have tried emails to Stephanie Tully & Alan Joyce with some success.

Have you also tried inputting your PNR into checkmytrip website or app & seeing if that shows the ticket number when you click on the flight to expand it out for more info?

 

[aidan059]

AFAIK the only way you can directly get through to Hobart is with high level status. I'm not sure how recent the numbers below are but at one point they were supposed to be for close to flight issues.

1300 025 396
1300 659 116


Others have tried emails to Stephanie Tully & Alan Joyce with some success.

Have you also tried inputting your PNR into checkmytrip website or app & seeing if that shows the ticket number when you click on the flight to expand it out for more info?

Yes - wasn't showing ticket. Finally got agent to spend 3 hours on phone to ticketing department to sort it out as flight was imminent. Emailing used to work but doesn't anymore in my experience. Those phone numbers are also well past use-by date, just redirect to main qantas menu.

 

[Captain Halliday]

As someone who’s been critical of the long call centre wait times and (generally) terrible service of late, I feel I should give credit where it’s due.

Today I was flying BNE-SYD and about 4hr before departure I received a message that I misinterpreted as being bumped to a flight two hours later.

I called and after a wait time of ~3 mins was through to an agent in HBA.

She explained that I’d not been bumped, rather it was a 2hr delay to the entire flight.

I politely enquired about earlier options (having already confirmed on EF), but added “it was booked by our corporate TA, and I doubt the fare bucket is eligible for changes.”

Her reply, “we can do all sorts of things when there’s disruption. How soon do you want to go?”

I was rebooked on a flight one hour earlier than my original schedule in less than 60 seconds. A good result for getting home on a Friday afternoon!

Of course, Murphy was having none of it, and the “earlier” flight was also delayed.

Even so, I was still home two hours early than I would otherwise have been and I’m very appreciative after a 4am start.

 

[ramboflyer]

Her reply, “we can do all sorts of things when there’s disruption. How soon do you want to go?”

I also had a reasonably pleasant experience on Thursday with the call centre. Based on advice here I rang just after 7am and after about 5 minutes got through to someone in Fiji.

I had flights booked from Townsville to Hobart in August through Brisbane where the second leg was cancelled. Qantas put us on another flight that left Brisbane before we actually arrived from Townsville. I made the point that they could put us into a paid seat given the inconvenience but she said no, it had to be an award seat.

As my priority was just to get us on convenient flights I agreed to 2 Jetstar flights. (This was after she tried to put us on an evening flight from Townsville to Melbourne meaning an overnight there!)

The agent said she would put me on hold for a short time while she did the ticketing. 45 minutes later I hung up thinking she had forgotten about me or given up.

I rang back straight away and was answered within 2 minutes (also in Fiji) . This agent said my flights had been changed to the what was discussed in the first call. I have no idea why the first agent didn't get back to me but overall I was happy given the problems getting through and then having issues resolved.

 

[sudoer]

I made the point that they could put us into a paid seat given the inconvenience but she said no, it had to be an award seat.

You were correct. An involuntary change by QF, especially when it's impossible to fly the new itinerary, means that paid seats are an option if the agent knows what they are doing. I would have HUACA'ed at this point.

 

[ramboflyer]

You were correct. An involuntary change by QF, especially when it's impossible to fly the new itinerary, means that paid seats are an option if the agent knows what they are doing. I would have HUACA'ed at this point.

HUACA? The best I can find is "Huaca has a meaning that is widespread throughout the pre-Hispanic world. According to the Quechua dictionary by Fray Domingo de Santo Tomás, it means "temple of idols or the idol itself." In other words, huacas were ceremonial centers where pilgrimages, rituals, and festivals of various magnitudes and purposes were held."

Are you saying I should have contacted Qantas Head Office?

 

[DC3]

HUACA? The best I can find is "Huaca has a meaning that is widespread throughout the pre-Hispanic world. According to the Quechua dictionary by Fray Domingo de Santo Tomás, it means "temple of idols or the idol itself." In other words, huacas were ceremonial centers where pilgrimages, rituals, and festivals of various magnitudes and purposes were held."

Are you saying I should have contacted Qantas Head Office?

You could check the AFF list of abbreviations:

Abbreviations & Explanations

A list of common abbreviations used on the forum.

www.australianfrequentflyer.com.au

 

[RooFlyer]

HUACA?

Hang Up And Call Again

 

[ramboflyer]

Hang Up And Call Again

Thanks. In hindsight I should have thought of that. I think I was in shock from getting answered in minutes. Had I done so I may have got a Hobart agent and got better flights. We've got 4 hours in Sydney and being on Jetstar will have to move between terminals to use the Qantas Club Lounge.