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

 

[ChrisMars]

They do seem to have sorted the long wait times.

I suspect the vast majority of people have simple transactions - like your own refund - and the teams in various global cities are well able to process them.

The ones you read about here are from points nerds who are trying to push the margins of what is acceptable, trying to make the nth adjustment to a complex itinerary with multiple sectors on multiple carriers, presenting issues presented by married sectors, making adjustments necessitated by schedule changes and cancellations, and often not knowing how they want problems resolved. Throw in some inexperienced operators and some DYKWIA attitudes of some members and you have a recipe for pain. We may consume a lot of time and complain loudly, but we are not typical of most of the customers who call the support teams.

Being jugmental on speculations is an interesting stand. Any data to support your claim?

 

[RichardMEL]

This thread has gone from calling at inconvenient times during the day to using secret phone numbers to asking Platinum members to call on your behalf.

I wonder what comes next.

Either:

P1's auction off their "services" to the highest bidder

OR

"Hunger Games - Neil Perry Edition"

 

[Mr H]

Being jugmental on speculations is an interesting stand. Any data to support your claim?

I hadn't thought I was saying anything controversial - if anything that I was stating the bleeding obvious.

For data, we have pages of people's own experiences. I have engaged with QF on four bookings/issues in recent weeks. Two were straightforward - one schedule change on a sector of a domestic revenue return flight; and one new booking of a four sector award flight. And two were complex - multiple changes to a multi sector, multi carrier OWA and one trying to work out why the lounge transfer system has gone Pete Tong. My overseas agents dealt with the simple ones first time with no issues, and the complex ones were difficult.

We had a travel agent on one of these threads who said that multi-carrier flights are complex to deal with, especially in pricing.

I am pretty certain most calls to the call centres do not involve OWAs, partly because if they did then the agents would be more adept at dealing with them, and partly because they account for such a tiny fraction of itineraries. Plus, if every customer engagement took hours of agents' time to process, QF would see find the cost prohibitive and they would do something different.

Obviously, I am speculating and perhaps I am wrong - maybe most calls are complex OWA queries and they are no harder to deal with than rebooking a domestic cancelled flight.

 

[serfty]

I tried to modify the domestic leg of my trip to europe, Qantas metal award. The award seats are there both on Qantas and EF (X4U4)
First call -> can't see any award. HUACA
Second call -> can't see any award, HUACA
Third call -> I lead with the fact I see the award on the website, before asking for the change. 30 min on hold, call drop to survey.

Fourth call is interesting: I feel the agent is going to try and help me, so I kindly insist after the first push back, indicating I see the award availability, I get put on hold for her to reach support, and return with: "Those award seats on that flight are only available for new booking and can't be used to modify existing booking" and also precise I could get the award for the 2pm service, which won't work to catch QF1, but anyway. I never heard that there was a distinction for new booking / existing booking with Qantas award, and it sound like misinformation, but then, why was the 2pm service doable on her system, and not the one I wanted. Strange. Anyone heard of that?

After insisted one more time, she got the support of the support team to get the requested change done, and I receive the text-only email new itinerary (not the pdf), which I think means it's correctly re-ticketed right? I wouldn't want to lose the BA flight after QF1.
Weird there was no tax recalculation btw.

Overall, waiting time ranged from 5 min to 20 min, which is good for WP.

Have a booking SIN-xBNE-MEL - when booked I took a longer transit to fly to MEL on an A330. Two weeks later that was changed to a 737.

I saw a flight two hours earlier showing U6 and called. It was answered straight away and they were provided with booking details and my request ("Earlier flight if possible") only to be told there "no award availability" almost immediately (far too quick - did they actually search?) Even after being referred to the specific flight - no availability.

Mention of being able to book an award seat and U6 - "that is for new booking only".

I pressed and then was told it will "fail at the payment stage"!!!

I'd had enough - it was too risky for my SIN-BNE U seat, so told them to forget about it and not to touch the booking. Didn't hang up so could access the survey. I gave the lowest possible ratings.

I'm seeing a pattern here.

It looks some agents do NOT want to make changes to award bookings and are metaphorically wriggling around to avoid doing so, even lying (hoping the punter on the other end of the 'phone does not know they are).

 

[ChrisMars]

(...)
It was answered straight away and they were pr with booking details and my request ("Earlier flight if possible") only to be told there "no award availability" almost immediately (far too quick - did they actually search?) .
(...)

I'm seeing a pattern here.

It looks they do NOT want to make changes to award bookings and are metaphorically wriggling around to avoid doing so, even lying (hoping the punter on the other end of the 'phone does not know they are).

Interesting.

Someone also posted a new thread about a simple and legit award change, seems to confirm this new pattern

 

[blackcat20]

Have a booking SIN-xBNE-MEL - when booked I took a longer transit to fly to MEL on an A330. Two weeks later that was changed to a 737.

I saw a flight two hours earlier showing U6 and called. It was answered straight away and they were provided with booking details and my request ("Earlier flight if possible") only to be told there "no award availability" almost immediately (far too quick - did they actually search?) Even after being referred to the specific flight - no availability.

Mention of being able to book an award seat and U6 - that is for new booking only.

I pressed and then was told it will fail at the payment stage!!!

I'd had enough - it was too risky for my SIN-BNE U seat, so told them to forget about it and not to touch the booking. Didn't hang up so could access the survey. I gave the lowest possible ratings.

I'm seeing a pattern here.

It looks they do NOT want to make changes to award bookings and are metaphorically wriggling around to avoid doing so, even lying (hoping the punter on the other end of the 'phone does not know they are).

In some ways I’m glad it’s not just me. I’ve been very clear with the agents about U class availability etc and they just stonewall me. The problem is I really want to change the domestic timing but just don’t know what to do.

 

[Boof1]

Hoping someone in this thread could help without me trawling through a lot of pages.

I need to contact QF to change some flights and take advantage of the fee free changes domestically due to a covid positive test. Before I spend hours on hold what information will they need to confirm this?

I'll try and use one of the contact centre numbers in the thread to get through a bit quicker but hoping to avoid calling twice if QF need extra info. Any other useful suggestions are also welcome.

Thanks
Boof

Update to the above - Called tonight and waited 20 mins on 131211. Got a lovely fellow in Fiji who had to put me on hold a few times to check things and the call took about 30 mins in total but both flights were changed fee free and ticketed on the call. Didn't have to provide any extra info - was taken on face (or voice) value that I had Covid.

 

[clifford]

I received an email notification overnight that the SYD-MEL flight in a WGA-SYD-MEL-ADL award booking had been cancelled and replaced by a flight which departed after the MEL-ADL flight. Needless to say this wasn't going to work (why does Qantas do this?).

So I called the 131313 number around 9:15 this morning and was put through within a minute or two to an older guy in Fiji who was happy to help me out. He was somehow able to find a business class seat on the 08:00 flight when I couldn't see any availability on the Qantas website, and I had a new e-ticket itinerary and receipt in my inbox within minutes.

I've found that when I've needed help with domestic schedule changes, the Fiji call centre has been able to fix the problems relatively quickly and with little fuss, which can't IME be said in any way about Cape Town. Qantas would be doing everyone a favour by closing that call centre, I think.

 

[NSun]

About 12pm I rang up to get a classic reward flight changed - that I couldn't change online. I've been lucky to only only get Hobart or Auckland 75% of the time, rest of the time I get Manila but they're typically OK.

But today I got Fiji. The reason I rang was it couldn't be done online because I used a bit more points to offset some of the taxes. Spent 20 minutes on hold then saw the article this morning about how agents sometimes cancel award tickets while trying to change them. Seeing my booking I decided to cancel it and the message goes through that it was cancelled. Suddenly got taken off hold and told the flight had been changed and reissued. I get a confirmation but not the typical QF message (it's Amadeu) and while I can see the booking in My Bookings I get an error message when I click on it.

I try ringing again to see what the story is and I get Manila. I spent a few minutes hold to them and they confirm that the agent made an error in ticketing the booking. They said they'd send it through to the ticketing department and I'd get a proper ticket in 24-48 hours.

I'll admit this issue is partly my fault for cancelling the booking mid-call but I've had similar issues addressed by Hobart, Auckland and Manila much faster.

 

[MJHoops]

Part 2
10:30pm. 70 min wait to get cape town
Agent has some idea what I’m talking about
Put on hold for 15 mins
Will get supervisor to follow up
Yusrah says she will call me back in 24-48 hours with an update

I did not get a call back at all - I know, can you believe it?

7am call to “1300 659 116” which has a message saying thanks for calling about a flight change
Rings straight away answered in under 2 mins
CPT agent - Chuma
I tell her I’m calling about a Japan airlines schedule change
She begins “we emailed cathay on 4 June” … great start
I explain my prior conversations with Penelope and Yusrah as she claims to have no notes re JL flight at all. She does not get cc’d on other’s emails so cannot access them
She cannot call P or Y so she’s emailed them and I wait on hold aprox 15 mins to see if they are around () and she also tries her manager
She says Y replied to her email - the OW team have not responded to the request for new flights. It usually takes 24-48 hours. I’ve explained it’s now 6 business days since it was sent on Friday 24 June. She claims they are very busy etc with so many airlines (thanks I am sure you have knowledge of how busy an external team is and yet you tell me it’s usually 24-48 hours)
She asks if I want her supervisor to send another request. I figure they may as well.
Says I cannot be transferred to HBA. I’d have to ring up and try my luck

 

[RichardMEL]

ALl these ticketing snafus (outright terrible screwups) must be totally swamping QF staff - presumably in SYD (or in Oz) who are probably understaffed and overwhelmed. Cost savings from outsourcing probably offset by the costs of all the screwups.

 

[TahoeSkier]

Are WPs finding there's an 'optimum' time to contact HBA, or doesn't it really matter?

 

[sudoer]

Are WPs finding there's an 'optimum' time to contact HBA, or doesn't it really matter?

Best chance tends to be at 7am IME

Edit: I better clarify before someone throws their toys out of the pram - that's AEST.

 

[Franky]

Are WPs finding there's an 'optimum' time to contact HBA, or doesn't it really matter?

We’ve just spent the the best part of the morning trying to call Hobart, including using a land line number, and they have all diverted to South Africa or Fiji. Speaking with them has resulted in the usual numerous dropouts with none of the promised call backs eventuating. We are in Sydney, due to fly back to PER on Friday, and my wife has just tested positive for CV19. I’ve managed to separate, after numerous attempts, to split our booking so I can fly back tonight whilst I am asymptomatic. So, how much longer will the Hobart number be just for WP and above?

 

[kookaburra75]

My experience this morning ended up being very positive.

We have a booking from Canberra to Cairns in mid Oct, on the direct flight, using points in J. I received an email to say there were flights changes (the direct flight has been dropped and now going via Brisbane), but the trip up was now going to take 9 hours, due to a 5 hour stopover in Brisbane. I rang at 9am and after 5 minutes on hold got put through to Vanessa (who by her accent I guess was in Fiji).

I had already looked up the flights and had an earlier flight from Canberra, linking through Brisbane and onto Cairns, with available points seats in J. She couldn't see that in her system, but I gave her the flight numbers and she managed to get us onto those flights. Vanessa did have to put me on hold a couple of times while she chased up other people to get the flights confirmed, and I could see it update on my bookings page, so I knew they had gone through. Vanessa apologised for it taking so long, but she did a good job as she followed it right through to make sure everything was ok. All up I was on the phone for 30 minutes.

I think the advice of others in having the alternative flight numbers available is helpful for the agents. There are obviously some steps that the overseas call centres can't do automatically, but in this case it all worked ok.

 

[There'sOnlyOneJimmy]

On Callbacks:
This is only heresay, but...
While I was talking to the agent in Hobart last week, I asked if they had a note of my number, and would they please call me back if the call dropped out (as we've been conditioned to do now...).
The response I got was along the lines of, of course I will try, BUT its not as easy as you'd expect: I must first apply to some person/process for permission to call out. So if I'm able to call you back, it might take a little time to go through the process first.

 

[MrJetset]

On Callbacks:
This is only heresay, but...
While I was talking to the agent in Hobart last week, I asked if they had a note of my number, and would they please call me back if the call dropped out (as we've been conditioned to do now...).
The response I got was along the lines of, of course I will try, BUT its not as easy as you'd expect: I must first apply to some person/process for permission to call out. So if I'm able to call you back, it might take a little time to go through the process first.

Most inbound call centres cannot call outbound. It's not like having a phone you can just dial in and out of, it's complete automated, so this doesn't surprise me. They would also need to ensure the outbound call is recorded.

 

[ChrisMars]

I think the advice of others in having the alternative flight numbers available is helpful for the agents.

100% agree. Other stuff that help, at least in my case:
NATO phonetic alphabet on my screen, in case I forgot some letters. Current booking number if known, 3 letters airport code for destinations, credit card on the table, headphone to get hands free, and some home task to do while waiting on hold. My house gets very clean those days I need to call Qantas!

 

[dylarr]

We’ve just spent the the best part of the morning trying to call Hobart, including using a land line number, and they have all diverted to South Africa or Fiji. Speaking with them has resulted in the usual numerous dropouts with none of the promised call backs eventuating. We are in Sydney, due to fly back to PER on Friday, and my wife has just tested positive for CV19. I’ve managed to separate, after numerous attempts, to split our booking so I can fly back tonight whilst I am asymptomatic. So, how much longer will the Hobart number be just for WP and above?

100% my experience as Platinum. For me it's been impossible to get Hobart/Auckland over the last few weeks. No point HUACA as I just get connected to Fiji/South Africa again.

For example, last night it took Fiji agents 2 hours and 10 minutes across 3 calls (with disconnects and drop outs) to add 3 sectors to a domestic booking. The updated booking still hasn't ticketed so I suspect it hasn't been done properly and will require another call to fix.



On Saturday evening, it took South Africa 30 minutes to request the release of a domestic reward seat and the booking wasn't even set up correctly so will require another callback to fix.

Not sure if it's an error with the call routing or intentional. The calls are being answered quickly now but what's the point? I could have been on hold for an hour with the first call but if it was handled by a competent agent I still would have been better off time wise.

 

[TahoeSkier]

100% my experience as Platinum. For me it's been impossible to get Hobart/Auckland over the last few weeks. No point HUACA as I just get connected to Fiji/South Africa again.

Not encouraging...