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

 

[sudoer]

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.

Can't hurt to try call again and plead your case. Play dumb and tell them you were expecting to be moved to different Qantas flights.

 

[DC3]

Hang Up And Call Again

Thanks. In hindsight I should have thought of that …

Or, just check the AFF abbreviations.

 

[RooFlyer]

Or, just check the AFF abbreviations.

Sure, click and scroll down and find it OR just read it right in front of you.

 

[ramboflyer]

Can't hurt to try call again and plead your case. Play dumb and tell them you were expecting to be moved to different Qantas flights.

That sounds like good advice. Thanks

 

[parkesyau]

any updated phone numbers? I need to get a classic reward booking ticketed asap as the codeshare only has a 24hr window before it gets deleted etc the 13** number is absolutely useless. How can we even speak to someone in ticketing

 

[sqrt()]

any updated phone numbers? I need to get a classic reward booking ticketed asap as the codeshare only has a 24hr window before it gets deleted etc the 13** number is absolutely useless. How can we even speak to someone in ticketing

I am trying to get a (changed) award booking ticketed, on the phone the agent does understand that unticketed seats are time-sensitive but says awards team is not in (public holiday?). He is trying another number but not too hopeful of anything happening today. Are your seats QR?

131313 has been sub-20 minute wait the past few days.

 

[parkesyau]

131313 staff are useless to be honest, giving me such a massive run around it’s actually near impossible to sort out. I keep hanging up and calling again in hope I get someone decent.
I finally got transferred through to “priority reservations” and spoke to someone in NZ who seemed to find the issue with my booking and putting it at the front of the queue. Still waiting though. It’s two Westjet flights within Canada. They “time out” after 24hrs though so I am not holding my breath

Post automatically merged: Jun 13, 2022

So the lesson is don’t book on a weekend or holiday??? Only a public holiday in VIc and NSW as far as I know
Surely there is someone at Qantas working and ticketing

 

[sudoer]

Only a public holiday in VIc and NSW as far as I know

It's a public holiday in every state & territory except QLD and WA.

 

[parkesyau]

Ah ok thanks for clarifying about the holiday. Still doesn’t explain why nothing is being ticketed when things are time sensitive

 

[ramboflyer]

131313 has been sub-20 minute wait the past few days.

Last week I called 131313 twice between 7.00am and 7.30am and both were answered within 5 minutes. I was hoping for Hobart to answer but both calls were taken in Fiji. The outcome wasnt great but acceptable. BTW it is a holiday in Hobart today.

 

[DrJ]

Actually got through in 2 mins today, finally managed to arrange refunds on some flights cancelled a few months ago.
Now only have to wait 6-8 weeks for the money to return to the Amex!

 

[sqrt()]

Ah ok thanks for clarifying about the holiday. Still doesn’t explain why nothing is being ticketed when things are time sensitive

Just an update, my points were correctly updated after calling this afternoon. Agent said that e ticket would come in the next few minutes, but nothing arrived. This evening some MH flights on my booking changed times and after I confirmed that in MMB, everything was suddenly ticketed correctly.

 

[parkesyau]

Just an update, my points were correctly updated after calling this afternoon. Agent said that e ticket would come in the next few minutes, but nothing arrived. This evening some MH flights on my booking changed times and after I confirmed that in MMB, everything was suddenly ticketed correctly.

Oh you’re so lucky I persisted all day, finally got through to Auckland lady after lunch when I was going around in circles. The original FF booking timed out yesterday after 24 hrs of Qantas not ticketing it, so it was showing as cancelled but they had my points and taxes. When I finally got someone to rebook them they resubmitted them thought the original booking but on the back end something didn’t get applied to link my taxes I paid. The Auckland call centre was actually great she figured the problem and sent it to get fixed and ticketed assuring me it will be done in24/48 hrs
I have a feeling it’s going to time out again and I’ll be back on the phone for hours again on sunday
Surely it can’t be this hard to ticket a booking

 

[parkesyau]

Well I’m def jinxed then, just checked again this evening and my ticket is saying the booking has cancelled ( same thing happened first time it timed out yesterday) looks like another long long day on the phone tomorrow going round in circles

 

[parkesyau]

I am really having no luck. Got FIjI this morning, same issue the booking timed out on westjet, agent proceeds to enter all details again and says I’ll have a confirmation within an hour. It’s been 3 and still nothing. I am just at my wits end going around in circles how can I even get to speak to someone who tickets it!? I asked to wait until they ticket it but they tell me it’s a different department they can’t do it. This is my third attempt now I am going in circles

 

[TheInsider]

I am really having no luck. Got FIjI this morning, same issue the booking timed out on westjet, agent proceeds to enter all details again and says I’ll have a confirmation within an hour. It’s been 3 and still nothing. I am just at my wits end going around in circles how can I even get to speak to someone who tickets it!? I asked to wait until they ticket it but they tell me it’s a different department they can’t do it. This is my third attempt now I am going in circles

Absolutely pathetic on their behalf. Absolute embarrassment.

 

[parkesyau]

Not one person has been able to help me properly I’m going around in circles. Just timed out again same error back to square one
I am absolutely at a loss to what to ro
I don’t want to cancel it and wait 8 weeks for the points to find the flights are gone
I feel this is just a mess
Is there anyone that can help with insider info or number?

 

[Port Power]

My flight booking to AKL (in MARCH 2023) has been changed by 2 hours, but on the email received there was printed a 1300 number to contact if the flight is within 7 days. The same current number shown at the top of this page. Although too far away for me to even bother with, this shows Qantas is aware of their problems and at least give an option.

"We're currently experiencing high call volumes with long wait times. If you can't make changes online, please only contact us on 1300 659 116 if you're travelling within the next 7 days. If you've booked through a third party or travel agent, and not departing within the next 3 days, contact your agent for options, including a refund."

 

[parkesyau]

I am repeatedly calling the other 1300 number in hope I get someone that understands I am just so over this

 

[Ade]

Day of week	Fri
Time of call	1545 AEST
Number used	13 12 11
Status	Platinum
Hold time	~8 mins
Call Centre (if known)	Fiji/South Africa (going off accent)
Matter resolved	No
Details	Called up to check on a international reward flight change (not in my favour) and to see if there any options. No luck, the agent on the phone right away suggested that I cancel my reward ticket and book a commercial ticket with Air India. Not happy with the response, as the agent didn't seem like he did any search for any alternate flights etc. May be there were too many people affected by the change and got in touch with the customer service, so he knew right away what to say ... I also had another engagement at 1600, so I thanked him for his time & hung up the call

Day of week	Sat
Time of call	2103 AEST
Number used	13 12 11
Status	Platinum
Hold time	> 1 min
Call Centre (if known)	Fiji/South Africa (going off accent)
Matter resolved	No
Details	Called up to follow up on the international reward flight change and see if anything can be done. Call answered straight away after keying in the FF number & security code. Explained the issue, the agent on phone apologised for the issue, looked up a few flights as alternates. She couldn't find anything that was favourable to me. To be honest, my flights were too tight and on different PNRs, so yea, it wasn't going to be. The agent on the phone did say that she is going to talk the "relevant" team to see if any flights can be "opened" up to accommodate me and call me back. She asked when will be the right time to call me, I said anytime after 1800 on Sunday. However, I wasn't expecting a flight to be "opened" up, but I did expect to get a call back as promised, which didn't happen either.

Day of week	Mon
Time of call	1100 AEST
Number used	13 12 11
Status	Platinum
Hold time	< 3 mins
Call Centre (if known)	AU/NZ (going off accent)
Matter resolved	NA
Details	Based on the suggestions I received from fellow AFF'ers, I cancelled the troubled international reward ticket with QF and booked myself reward seats on SQ using VA points. I did the cancellations online from QF website. I checked the cancellation rules etc to see if I'm eligible for a full refund - I was. But the cancellation took a really long time (the browser kept loading, forever). So I thought it would be best to call QF and confirm if the booking was indeed cancelled and also to get a verbal check on the refund policy. Call answered within 3 mins, the agent was able to see the booking with my name on it, but no flight details. She then confirmed that the booking is cancelled and is now in the cancel & refund queue for further processing. She also confirmed that I'm eligible for a full refund.