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

 

[blackcat20]

Was it from the Aus or NZ call centre? Or just a competent operator from offshore?

Didn't detect an accent.

 

[Mr H]

Week three of me phoning every day to get my booking ticketed. Today the operator said that there was an issue due to the backlog and I should wait a couple more weeks. I said that I had this happen before and lost my flights as they were canceled by the other airline. She said that if this happens I will get an email saying they have been canceled. I told her I did not want to live in fear of a canceled booking wrecking my holiday. I asked her to try and get it ticketed. She told me that she was only allowed to do this if the flight was imminent and that I must just wait. So it seems like they have dropped the line that they will ring you back (which they never do) and now are being more truthful - basically there is nothing they can do and the risk of your flight being canceled is of no concern to Qantas. If this is a permanent feature of Qantas reward flights then rewards tickets will only be useful for flights where you have absolutely no concern if it gets canceled or you are happy to pay for the canceled segment at any cost. Unbelievable attitude to loyal customers who collected points in good faith.

You do not get an email telling you that a booking has been cancelled by another airline, and even if you did, how would it be useful? You need to know before it happens.

This inability to ticket bookings is not unique to Qantas (it was an issue for British Midland all those years ago) but the frustration is not being able to connect with anyone who can resolve it for you.

When you do get someone who will deal with it, it can happen quickly. Yesterday, after days of trying, I got my booking ticketed. It took an hour and 44 minutes to resolve, but the agent checked in with me ten minutes before the end to say he was still in the queue - ten minutes later he had got through, the ticket was issued, and the email received.

 

[Berlin]

Week three of me phoning every day to get my booking ticketed. Today the operator said that there was an issue due to the backlog and I should wait a couple more weeks. I said that I had this happen before and lost my flights as they were canceled by the other airline. She said that if this happens I will get an email saying they have been canceled. I told her I did not want to live in fear of a canceled booking wrecking my holiday. I asked her to try and get it ticketed. She told me that she was only allowed to do this if the flight was imminent and that I must just wait. So it seems like they have dropped the line that they will ring you back (which they never do) and now are being more truthful - basically there is nothing they can do and the risk of your flight being canceled is of no concern to Qantas. If this is a permanent feature of Qantas reward flights then rewards tickets will only be useful for flights where you have absolutely no concern if it gets canceled or you are happy to pay for the canceled segment at any cost. Unbelievable attitude to loyal customers who collected points in good faith.

I wouldn’t even take this too seriously, e.g. changed policy and stuff. It’s just yet another dumb excuse by some clueless off-shore call centre agent to get you out of her line. Put the phone down, call again. There’s really nothing else to it.

 

[N860CR]

I wouldn’t even take this too seriously, e.g. changed policy and stuff. It’s just yet another dumb excuse by some clueless off-shore call centre agent to get you out of her line. Put the phone down, call again. There’s really nothing else to it.

I suspect a few have been copping a service from the ticketing team, hence this latest line of “we’re not allowed to call, we get in trouble”. Whether this is because they shouldn’t be calling or because the ticketing team are then stuck fixing a whole lot of issues they’ve caused on the ticket is another debate.

 

[DC3]

... However, there was an "Accept Changes" button active, so I pressed it and lo and behold a new ticket was issued …

At least you have the re-issued e-ticket, even if it’s the same as the old one

 

[SJF211]

Maybe I’ve just been lucky with Qantas this well but rang today about a flight change. DRW-ADL cancelled, wanted to send me via CBR on an e190. Online change button below accept flight changes wasn’t working so begrudgingly rang them. I got through to the Fiji call centre (I think) in 3 rings, the agent was very helpful, a little confused at first. Probably my accents fault but booked me onto the A330 service I wanted and ticketed in 3 mins. Couldn’t really ask for any better.

 

[drd71]

Getting better

 

[squid01]

I am going to get a family friend who is platinum to try and get a hold of Aus/NZ call centre then pass the phone to me. At what time(s) of the day (weekday or weekend?) would be best to try?

I believe just after 7am? What other time though, just dont want to push it and make my friend get up too early to do this if there are other times.

Thanks

 

[There'sOnlyOneJimmy]

I'm trying to get through to the Premium Line, but none of the 1300 numbers listed in this thread seem to be active for the Premium Line at the moment.
I've tried every one of the dozen or so 1300 numbers included in this thread: 2 of them answer with "not monitored"; the rest answer with "please enter your FF number".
My previous experience has been that if a 1300 number is going to connect to the Premium Line, then it doesn't ask for FF number (so I've been hanging up at that point).

Questions:
1. Is it still true that the Premium Line doesn't ask for FF number?;
2. Is there another number for premium Line that hasn't been published here yet?

We fly next week (if the Deities allow...), so I don't want to talk to anyone other than Hobart, Auckland, or Premium, but I'm only Bronze.....

 

[blackcat20]

I'm trying to get through to the Premium Line, but none of the 1300 numbers listed in this thread seem to be active for the Premium Line at the moment.
I've tried every one of the dozen or so 1300 numbers included in this thread: 2 of them answer with "not monitored"; the rest answer with "please enter your FF number".
My previous experience has been that if a 1300 number is going to connect to the Premium Line, then it doesn't ask for FF number (so I've been hanging up at that point).

Questions:
1. Is it still true that the Premium Line doesn't ask for FF number?;
2. Is there another number for premium Line that hasn't been published here yet?

We fly next week (if the Deities allow...), so I don't want to talk to anyone other than Hobart, Auckland, or Premium, but I'm only Bronze.....

I've seen these listed elsewhere:
1300 134 502
1300 659 116
1300 025 396
1300 655 234
1300 020 873

 

[levelnine]

We fly next week (if the Deities allow...), so I don't want to talk to anyone other than Hobart, Auckland, or Premium, but I'm only Bronze.....

My guess is that the premium lines (in the sense of a direct line to Hobart/NZ) have been largely retired now that call waiting times have reduced. Yes people at the airport will still be given 1300 numbers, but they go to Fiji/South Africa (as seen on another thread).

I don't think you'll get Hobart or Auckland as a Bronze unless you're very persistent (ie willing to try 20+ times).

 

[Mr H]

I don't think you'll get Hobart or Auckland as a Bronze unless you're very persistent (ie willing to try 20+ times).

I don't think persistence works any more. If you are bronze, you go offshore every time.

 

[Port Power]

I'm trying to get through to the Premium Line, but none of the 1300 numbers listed in this thread seem to be active for the Premium Line at the moment.
I've tried every one of the dozen or so 1300 numbers included in this thread: 2 of them answer with "not monitored"; the rest answer with "please enter your FF number".
My previous experience has been that if a 1300 number is going to connect to the Premium Line, then it doesn't ask for FF number (so I've been hanging up at that point).

Questions:
1. Is it still true that the Premium Line doesn't ask for FF number?;
2. Is there another number for premium Line that hasn't been published here yet?

We fly next week (if the Deities allow...), so I don't want to talk to anyone other than Hobart, Auckland, or Premium, but I'm only Bronze.....

My most recent call, after entering FF number, was answered “Qantas premium line” but she wasn’t in Australia or NZ. CPT I think although no discernible accent. This was at 10pm in Melbourne.

Don’t hang up if they want your FF number because you might still reach HBA. It happens. HUACA only after you know it’s offshore.

 

[Port Power]

I've seen these listed elsewhere:
1300 134 502
1300 659 116
1300 025 396
1300 655 234
1300 020 873

These numbers are supposed to be for emergency use while at the airport. There have been reports of callers being reprimanded and sometimes even told to ring the CC number. However, with @Jimmy’s flight being in a week, he has to try everything!

 

[levelnine]

I don't think persistence works any more. If you are bronze, you go offshore every time.

I thought I saw one person saying they got through once after many, many tries as a Bronze, but I agree — your chances are as close to 0 as you're going to get.

 

[DC3]

These numbers are supposed to be for emergency use while at the airport. There have been reports of callers being reprimanded …

Yes, I’m trembling all over. Jennifer may answer.

 

[There'sOnlyOneJimmy]

Thanks all.
I guess the only thing I can do is to cycle through all of the known numbers, cross my fingers & hope for a miracle...
(PS - Yes, I've been on the receiving end of a stern rebuke for using the number previously. But desperate times call for desperate measures...)

 

[Scr77]

Thanks all.
I guess the only thing I can do is to cycle through all of the known numbers, cross my fingers & hope for a miracle...
(PS - Yes, I've been on the receiving end of a stern rebuke for using the number previously. But desperate times call for desperate measures...)

Could you front up at airport and try to get a number (If they still exist) ?

 

[There'sOnlyOneJimmy]

Please note, this is a sample of 1 call, so may not necessarily accurately represent the majority of calls...

I called the 1300 659 161 number (as listed in the section pinned to the top of this thread).
The IVR announced that this is the Customer care line, and asked for FF number.
Call answered in 7 minutes from dialling.
My ear for accents isn't great, but it was definitely answered in either SA or Fiji (I *think* it was SA).
The agent seemed to me to be better trained / more competent than most of the agents I've talked to in the last 6 months or so (excluding Hobart & Premium Line staff of course).
My relatively simple query* was dealt with promptly & efficiently, and all finished within 4 minutes of the agent answering.


* - no new ticketing required thankfully...

 

[Mr H]

My ear for accents isn't great, but it was definitely answered in either SA or Fiji (I *think* it was SA).

I ask them explicitly where in the world they are.