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

 

[am0985]

Does anyone know how responsive Qantas will be through Facebook and Twitter?

I've sent them a message on both, even if it takes a few days it'll be better than waiting on hold.

 

[Pom-DownUnder]

Does anyone know how responsive Qantas will be through Facebook and Twitter?

I've sent them a message on both, even if it takes a few days it'll be better than waiting on hold.

i've had good results on twitter and totally ignored on twitter, given how on fire everything seems today i wouldnt expect anything positive.

 

[Lynda2475]

My experience on Facebook is that they wont answer even general questions without you giving booking details vi a PM and then they are slow to respond. IME if you cant do it yourself online you unfortunately generally need to call to get the outcome you want.

 

[RickyT84]

Does anyone know how responsive Qantas will be through Facebook and Twitter?

I've sent them a message on both, even if it takes a few days it'll be better than waiting on hold.

They used to be good on Facebook Messenger (early this year) but my recent contact went nowhere. No acknowledgement nothing.

Might be best to call Qantas if you need things sorted but as others noted, be prepared to wait (for a long time).

 

[Inuniform]

I worked last night as a shift worker and during the night made 3 attempts to contact the call center. The times I called were 1230 am, 330 am and 530. I was not able to stay on the line long for any of the calls. Interestingly, the 330 am call said wait time was 1 - 2 hours and the other 2 times wait was over 2 hours.

 

[Zanzara]

Qantas is fast becoming the Alitalia of the southern hemisphere. A virtual airline with dreadful to non-existent customer service. No obvious consideration for customers whose flights THEY have cancelled. Latest from the call centre is ‘don’t call us, we’ll call you’ because apparently ‘the agent can’t help’ No option to resolve on-line either! Of course QF don’t call either!

Qantas are good at marketing spin and hot air. It’s really disheartening that when you scrape the surface, what’s left of a once great airline, is frankly, a bit too scary and jetstaresque for my liking.

The airline is so badly and incompetently staffed and resourced these days that even trying to burn and use your QF points is increasingly problematic. Just serves as a reminder of what other options are available…

 

[aikman]

Normally a lot of people will say "I will never fly Qantas again" after putting up with such poor customer service. Yet I don't think anyone has said that on here yet. Says it all really.

 

[Ade]

Okie, so the “streak of luck” i have been having in getting to talk to a real person from QF customer service is now over … if y’all noticed I was able to talk to a person in under 7 mins always but yesterday was not the case … I waited for 15 mins on the call, all the while reading this thread and quickly came to a conclusion that I’m not going to be able to talk to a person anytime soon.

So I dropped the call and cancelled the flight online. Went through the cancelation process and got a succesS message.

But for some reason the booking is still showing on my bookings and I get notifications to check in, how to travel safe during CoVID etc etc

FYI, I always 13 12 11 when trying to reach customer care.

 

[Ade]

Normally a lot of people will say "I will never fly Qantas again" after putting up with such poor customer service. Yet I don't think anyone has said that on here yet. Says it all really.

I don’t think there’s much any option left in AU … QF is the only true full service airline as of today in AU. Even in terms of international connections, QF (and hence OW) has got better options than VA-SQ (and hence *A)

VA2 is still up and coming, and have already established their intention NOT to be a direct competitor to QF. JQ is meh … Rex is no where to be found.

Most likely, with Bonza starting we might give tough competition to QF (tongue-in-cheek)

 

[Scr77]

This morning, I was answered after 1hr 50min and as expected the Operator was unhelpful and couldn’t deal with the basics. Telling me do do everything online (which of course can’t be done).

 

[am0985]

This morning, I was answered after 1hr 50min and as expected the Operator was unhelpful and couldn’t deal with the basics. Telling me do do everything online (which of course can’t be done).

Do you have status? I'm Silver and so still waiting after 2hrs 45...

 

[Scr77]

Do you have status? I'm Silver and so still waiting after 2hrs 45...

No status. Wait time seems to be different depending on what time you call and whether you choose domestic or international in menu. I selected domestic. But in the end, it doesn’t matter the wait time if the person answering the phone doesn’t know what they are doing and can’t fix issue!

 

[Scr77]

I haven’t had a callback that was setup at 7.05am.

I got this callback at 11.30pm last night, but missed it. The system doesn’t seem to be offering callbacks anymore.

 

[MEL_Traveller]

Qantas is fast becoming the Alitalia of the southern hemisphere. A virtual airline with dreadful to non-existent customer service. No obvious consideration for customers whose flights THEY have cancelled. Latest from the call centre is ‘don’t call us, we’ll call you’ because apparently ‘the agent can’t help’ No option to resolve on-line either! Of course QF don’t call either!

Qantas are good at marketing spin and hot air. It’s really disheartening that when you scrape the surface, what’s left of a once great airline, is frankly, a bit too scary and jetstaresque for my liking.

The airline is so badly and incompetently staffed and resourced these days that even trying to burn and use your QF points is increasingly problematic. Just serves as a reminder of what other options are available…

Unfortunately I don't think the situation is helped when sites such as ausbt almost sanction the behaviour with a statement that Qantas was 'forced' to delay the resumption of flights from Melbourne. No... they weren't 'forced'... they thought they saw an opportunity to cash in but that didn't materialise. So they cancelled the flights. Does this set a precedent for any flights which aren't making them money? (just cancel?) We need better consumer laws for aviation here in Oz - like UK, Europe, Israel, Canada and the USA.

 

[funkyzoom]

Pardon my ignorance, but I'm a total newbie (never had to call customer care before). Qantas cancelled my flights and offered flight credits, but I can't use them, because Qantas doesn't seem to fly that route anymore. My credits are valid till the end of October 2022, but I don't think I can use them because I paid quite a lot of money for my tickets, and Qantas doesn't allow me to redeem my credits for a lower value ticket.

Is a phone call to their coughpy customer care number the only way to get a refund? Even their online chat seems to have become defunct. Since I don't have status, I am pretty sure they will never answer my call (tried holding for close to 7 hours, no use). Once this COVID nonsense settles down, is it possible to visit the local Qantas office to initiate a refund request?

Sorry if I seem daft, I just don't want Qantas to gobble up my hard earned money when I have no damn use for their stupid flight credits.

Thank you

 

[There'sOnlyOneJimmy]

I got this callback at 11.30pm last night, but missed it. The system doesn’t seem to be offering callbacks anymore.

During my last call the csa said something like “the callback system seems to shut down when the queue time gets over 2 or 2.5 hours”.
I don’t know if this is fact or not...

 

[Pom-DownUnder]

During my last call the csa said something like “the callback system seems to shut down when the queue time gets over 2 or 2.5 hours”.
I don’t know if this is fact or not...

called at about 7.15 this morning and heard 'wait time is between 30 mins and 1 hour, callback was not offered.

did not get through.

 

[am0985]

Called at 8, was told wait time was between 1 and 2 hrs. Now 4hrs 20 later...

Has anyone got through?!

 

[There'sOnlyOneJimmy]

Called at 8, was told wait time was between 1 and 2 hrs. Now 4hrs 20 later...

Has anyone got through?!

A few days ago the message said “greater than 2 hours”. My call was answered after 6.5 hours (which, to be fair, *is* greater than 2...).
No callback offered.

 

[Steamrollersam]

as WP I called this morning, the wait was 9 minutes. It the call got cut off 4 minutes in. I waited for five minutes before trying again but they rang me back. Still couldn’t get the business class reward seat release I wanted for SYd-SIN for two people but that’s okay.