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

 

[Danger]

She asked me to confirm my first, last name, DoB and FF number. Not sure why, but to get things moving, I confirmed. She then said she is going to look into my profile and came back and said "hey there is no bookings in your profile. do you want to make a booking?"

When Dolly in Cape Town asked me to do that a few days ago, after I'd already entered my FF number and PIN in the automated system, I flatly refused. We proceeded without issue.

 

[RooFlyer]

Should offshore CC staff be able to reticket instantly after a small change to a very simple 2-leg QF-metal itinerary, or do all changes push to a further step for approval/reticketing?

In short, no.

They can't directly issue tickets themselves. When they make changes to the booking they will send it off for ticketing. If the booking has been set up correctly, QF's automated processes will issue you with a ticket and this normally happens anywhere from instantly to up to a few hours. If it hasn't been set up correctly, it will go into the manual queue for the ticketing team to action.

It can take much longer than a few hours even if ticketed correctly by Hobart. If its a booking for some time in the future, it may get queued & not get actioned much closer to the time. Recently I had a ticket correctly re-issued by Hobart but didn't get an e-ticket. I left it 3 days before I called again and it was done on the spot.

Trouble with the off-shore centres (amonst other problems) is that you don't know if the ticket issue is queued & delayed or if it will never come because its been stuffed up.

 

[ffflyer11]

does anyone know what is the best time and number I can use to get through to Hobart? Bronze member here. called so many times and I can't get overseas agents to work my booking. they just cant see reward bookings on their end

Post automatically merged: Jul 8, 2022

Does anyone know whats the best time to call to get through to Hobart? I want to book a flight from Doha to Melb/Syd but I cant' search Doha. These overseas call center people can't work the system correctly

 

[squid01]

does anyone know what is the best time and number I can use to get through to Hobart? Bronze member here. called so many times and I can't get overseas agents to work my booking. they just cant see reward bookings on their end

Post automatically merged: Jul 8, 2022

Does anyone know whats the best time to call to get through to Hobart? I want to book a flight from Doha to Melb/Syd but I cant' search Doha. These overseas call center people can't work the system correctly

To search from Doha go to multi city booking. For the first leg out a dummy flight like anything at all, then on the second leg/search string it will let you select the origin as Doha. Doesn’t help when it comes to book it though if you only want that Doha flight on the booking alone. But let’s you see availability.

 

[ffflyer11]

To search from Doha go to multi city booking. For the first leg out a dummy flight like anything at all, then on the second leg/search string it will let you select the origin as Doha. Doesn’t help when it comes to book it though if you only want that Doha flight on the booking alone. But let’s you see availability.

Thanks for that. I was aware of how to check availability but I just can't book and these agents cant help me book it either. I have done it before with Hobart based agents and worked all good

 

[Port Power]

Thanks for that. I was aware of how to check availability but I just can't book and these agents cant help me book it either. I have done it before with Hobart based agents and worked all good

As posted earlier, HBA CC is open from 7:00am to 11:00pm AET. Calling at 7:01am seems to have the best chance, but not guaranteed. There is no way of specifically ringing Hobart.

 

[Franky]

As posted earlier, HBA CC is open from 7:00am to 11:00pm AET. Calling at 7:01am seems to have the best chance, but not guaranteed. There is no way of specifically ringing Hobart.

I have always thought that the Hobart cell was only open to Platinum FFers, and as soon as your FF number was entered, at that point you would be able to proceed with the call if elegible.

 

[Port Power]

I have always thought that the Hobart cell was only open to Platinum FFers, and as soon as your FF number was entered, at that point you would be able to proceed with the call if elegible.

You are more likely to be routed to HBA or AKL if WP or P1, but there have been plenty of posts on this thread where those with lower status and been answered by HBA. Luck of the timing, HBA is not exclusive to a higher status level.

 

[Franky]

You are more likely to be routed to HBA or AKL if WP or P1, but there have been plenty of posts on this thread where those with lower status and been answered by HBA. Luck of the timing, HBA is not dedicated to a status level.

Thanks - that comes under the adage that you learn something new every day...

 

[squid01]

As posted earlier, HBA CC is open from 7:00am to 11:00pm AET. Calling at 7:01am seems to have the best chance, but not guaranteed. There is no way of specifically ringing Hobart.

Is that every single day, or just weekdays?

 

[dylarr]

Is that every single day, or just weekdays?

Every day.

 

[chickentalon]

Day of week	Friday
Time of call	08:44
Number used	P1 number, then entered my QFF number and PIN
Status	P1
Hold time	16min 20sec
Call Centre (if known)	Gave up waiting
Matter resolved	Nope
Details

 

[TahoeSkier]

Trouble with the off-shore centres (amonst other problems) is that you don't know if the ticket issue is queued & delayed or if it will never come because its been stuffed up.

Thanks for the info, and yes, this is my biggest fear. I'd actually be happy to run the offshore CC gauntlet if the result was instant and the issue was put to bed. What I don't want, is a 'should be resolved' outcome, and hours/days/weeks of stress while I wait for a new e-ticket.

 

[Pele]

does anyone know what is the best time and number I can use to get through to Hobart? Bronze member here. called so many times and I can't get overseas agents to work my booking. they just cant see reward bookings on their end

Post automatically merged: Jul 8, 2022

Does anyone know whats the best time to call to get through to Hobart? I want to book a flight from Doha to Melb/Syd but I cant' search Doha. These overseas call center people can't work the system correctly

Be very careful about booking an itinerary originating from Doha through the Fiji or South Africa call centre. I did exactly this three weeks ago. What a monumental waste of time for a simple A to B flight. Took 9 days to ticket with calls every day and multiple broken promises of call backs. Idiots did not even have basic arithmetic skills. The points required for the ticket was 14,000. Initially i was quoted 1,400 then 140,000. They then proceeded to deduct an international assistance fee which the initial operator agreed should not occur for this booking. I still havent got those points back. I sent them an email to get them to refund that as i dont have the will power to call them again. A trained monkey could do better.

 

[MJHoops]

Ok so calling 1300 659 116 gets through fast. I rang three times today and answered in about 5 minutes each time. I got CPT and then the very same agent in Fiji twice.

They won’t transfer to HBA. Fiji would not transfer me to CPT. I tried to say I was already talking to an agent in HBA and got disconnected but that did not work either.

I called 131313. It takes 30 mins. I got Jen in Manila. I will try as I’ve never spoken to Manila before. What a novelty. She says my booking (need new flights on JL, a classic award booking, due to schedule change) is in the queue to be ticketed. Huh? She then takes ages to work on it and confirms with me that the alternative flights (that are already showing on Amadeus, but not ticketed) are the ones I want. She says she put it through on Amadeus and should get ticketed in 24-48 hours. Heard that before!

I then get her to do the same on my wife’s booking. The call drops out midway through. The line had been patchy the whole call. FML

 

[MJHoops]

Ok so calling 1300 659 116 gets through fast. I rang three times today and answered in about 5 minutes each time. I got CPT and then the very same agent in Fiji twice.

They won’t transfer to HBA. Fiji would not transfer me to CPT. I tried to say I was already talking to an agent in HBA and got disconnected but that did not work either.

I called 131313. It takes 30 mins. I got Jen in Manila. I will try as I’ve never spoken to Manila before. What a novelty. She says my booking (need new flights on JL, a classic award booking, due to schedule change) is in the queue to be ticketed. Huh? She then takes ages to work on it and confirms with me that the alternative flights (that are already showing on Amadeus, but not ticketed) are the ones I want. She says she put it through on Amadeus and should get ticketed in 24-48 hours. Heard that before!

I then get her to do the same on my wife’s booking. The call drops out midway through. The line had been patchy the whole call. FML

Just got the eticket on my booking. Unbelievable. Either Jen is a holy saint or Qantas did something due to my email to Ms Tully (I gave today as the deadline)

Now for my wife’s…

 

[robinsparkles]

You are more likely to be routed to HBA or AKL if WP or P1, but there have been plenty of posts on this thread where those with lower status and been answered by HBA. Luck of the timing, HBA is not dedicated to a status level.

I didn't realise this was the case either and thought HBA & AKL were dedicated to plats..has anyone below platinum got through recently?

 

[There'sOnlyOneJimmy]

I didn't realise this was the case either and thought HBA & AKL were dedicated to plats..has anyone below platinum got through recently?

Yes, I got through to Hobart once in 2015...
I must be due for another one in the next couple of years...

 

[Lynda2475]

I didn't realise this was the case either and thought HBA & AKL were dedicated to plats..has anyone below platinum got through recently?

As a gold I was able to get through to Hobart on a couple of occasions last year (only at 7am); but not this year, not once.

And I haven't seen any recent posts on here non WPs or P1s getting through to Hobart without help from a WP.

So ime at least something has changed.

 

[Jacques Vert]

I didn't realise this was the case either and thought HBA & AKL were dedicated to plats..has anyone below platinum got through recently?

My +1 is WP so I usually call and key in her number but even when I use my own SG number, I get HBA around 60% of the time. Just lucky I guess.