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

 

[Nitro6333]

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.....

The system has changed you must enter your ff number or # to get through

 

[DC3]

I ask them explicitly where in the world they are.

I detect that some, here, are not quite up to doing that.

 

[clifford]

I detect that some, here, are not quite up to doing that.

But I am... And they're always nice about it.

 

[CaptainCurtis]

To anyone that has benefited from QF releasing a revenue award as 'compensation', how long did it take to be approved? I've had two flights added to my booking, with the status showing as 'requested'. QF have said it will take 24-48 hours.

I'll share a full update once this mess is resolved.

 

[porterble]

Got an interesting email today from Qantas about my complaint that was resolved in May and closed three times:


If they think that heaps of these closed tickets are still in the system its little wonder they are taking ages.

 

[N860CR]

Got an interesting email today from Qantas about my complaint that was resolved in May and closed three times:
View attachment 287331

If they think that heaps of these closed tickets are still in the system its little wonder they are taking ages.

Yep, just got the same one. Open from November I think.

 

[Nitro6333]

Call this number if you want Hobart and it’ll make you heart skip a beat 1300 752 801. It may be good for platinums!

 

[bussyboy]

I finally got an email asking if "ACTION REQUIRED" on my request from May - finally I hope it gets some attention!

 

[Rebus]

I am SG. I received notification yesterday that my MEL - SYD flight this morning had been cancelled and that they had rebooked me on a much later service which did not suit my plans for the day. I called 131313 and got through instantly. The agent took around 10 minutes to rebook me on a more suitable flight and the new ticket came through in around one hour.

 

[clifford]

MEL - SYD flight this morning had been cancelled and that they had rebooked me on a much later service which did not suit my plans for the day.

Yes, they seem to have a habit of doing this kind of thing, when there are clearly more suitable options available.

 

[JohnM]

Fantastic service from Alison in Hobart just now.

I had a simple request and a considerably more complex one.

With some trepidation I called the WP line at 1130 WST, thinking that I may not score Hobart at that time of day. I did not have any faith that an offshore agent would be able to sort out the changes I wanted.

Answered immediately. Heart dropped slightly as the line was faint and seemed 'offshore-ish'. But then I realised that Alison didn't have her microphone up close. All loud and clear after that and all my issues efficiently sorted in 20 minutes.

Big shout-out to Alison.

 

[MJHoops]

Call this number if you want Hobart and it’ll make you heart skip a beat 1300 752 801. It may be good for platinums!

This is a number for platinum ones and will not work unless you have a QFF platinum one number

 

[clifford]

I received an email from Royal Jordanian this morning advising of a "schedule change" to a Qantas booking. I checked it carefully but could see no actual change.....
.........
Well at least I didn't have to call Qantas.

Well, it seems that RJ were just experimenting with how to do an actual schedule change, because I received a doozy this morning.

My flight from BKK to AMM has been changed to the same time the previous day, which means that I would misconnect in BKK (arriving SQ) and have to spend 24+ hours in AMM (I certainly didn't want to do that).

So, of course, I had to cancel (via the website), which was plain sailing. I then contacted the Qantas call centre and requested my 75,000 points be credited back straight away, so that I might use them when rebooking. The agent (Manila?) answered the phone within 60 seconds and was very helpful and arranged for the points to go back to my account immediately.

However, when I looked for an alternative option from BKK to LCA (where I wanted to stop over), of course there was nothing suitable. So I trawled the internet and found a couple of good 1-way business fares to Europe. I opted for TK from CGK to LHR (my final destination) for USD 945 all-in, which I thought was pretty good. The other option I considered was SQ from BKK to IST for approx $1,400AUD.

So bad things can sometimes bring better things, but I'm finding that international air travel is a real minefield at this point in time.

 

[Ktan89]

I thought I would never say this.. But I miss the Cape Town call center, because all I get is Fiji now and they are all NEW with not much training to deal with reward and OWA bookings.

I did get a lady from Auckland this morning (got excited) but she was new too and didn't know what to do. We chatted a little while she was trying to figure it out, she agreed that QF did a huge job hiring campaign to reduce the call waiting time but they provided very little training.

She said their call centers is like a funnel, where they funnel it to a "support team" and even in this team, some of them are new.

I asked her nicely if she can get in touch with someone in Hobart (premium team) just to ask them for assistance but she said there is no contact information to the HBA team.

 

[MJHoops]

Called to try (against my better judgment as I’m now all fired up again) to get a ticket issued for a MEL-PER flight in 2023 booked using travel credit. The catch is my infant is now two, so effectively need to add her as a new pax to the booking. On 12 July I called to book it and was told this had all been done and was sent a “travel document”. Never should have trusted it!

So today, after an hour and 20 mins of back and forth with Fiji on 131313, including them having to be told twice this booking is for 4 pax not 3 pax, their solution was I could buy a new set of tickets at today’s prices and give them another $300. I hung up.

Now MMB has an extra flight from DRW-PER in 5 days on 17 August (with a ticket number on checkmytrip!) wtf…

 

[MJHoops]

… on looking further into the ticketed flight, I was originally on DRW-PER on the relevant PNR on 17 Aug 2021. That same ticket number is now showing up for 17 Aug 2022

 

[FlyingKangaroo]

… on looking further into the ticketed flight, I was originally on DRW-PER on the relevant PNR on 17 Aug 2021. That same ticket number is now showing up for 17 Aug 2022

Have a lovely subsequent one-way visit to Perth!

 

[Poombear]

First time poster, long time lurker...any advice appreciated!

Originally booked QF Classic Reward flights Syd-Mel ( QF Economy) and Mel-HK ( CX Business) for Nov and HK-Syd (CX Business). A few weeks ago Mel-HK was changed to be a day earlier, so I also changed Syd-Mel to match the date (no dramas as that is a QF flight).
Cathay will not ticket me on Mel-HK saying no available seats and so my entire booking has disappeared. Calling every day and been waiting weeks from QF who say they are waiting to hear from Cathay to reinstate/confirm the seats. Cathay won't assist me directly as it is a QF ticket.

Any way to escalate this? Anyone successfully changed from a partner airline to QF and got them to release reward seats? There's no other J reward booking flight available for months so can't just rebook myself...

 

[encryptededdy]

Called QFF to follow up a classic reward refund that seems to have gotten stuck. Got through with 2 rings, and they were able to issue the points refund instantly. Card refund came through later the next day. I am so glad that Qantas are issuing refunds for the cash portion of tickets very promptly now.

I also asked if there was any chance of accelerating my DSCs from a TravelPass so that I can move up a status before my trip next week, was told a request would have to be put into another team. Fingers crossed they can manually credit them, but not getting my hopes up.

 

[Port Power]

First time poster, long time lurker...any advice appreciated!

Originally booked QF Classic Reward flights Syd-Mel ( QF Economy) and Mel-HK ( CX Business) for Nov and HK-Syd (CX Business). A few weeks ago Mel-HK was changed to be a day earlier, so I also changed Syd-Mel to match the date (no dramas as that is a QF flight).
Cathay will not ticket me on Mel-HK saying no available seats and so my entire booking has disappeared. Calling every day and been waiting weeks from QF who say they are waiting to hear from Cathay to reinstate/confirm the seats. Cathay won't assist me directly as it is a QF ticket.

Any way to escalate this? Anyone successfully changed from a partner airline to QF and got them to release reward seats? There's no other J reward booking flight available for months so can't just rebook myself...

Welcome to AFF. I hope someone can help, but CX flights are still very hit and miss. QF don’t actually fly into HK themselves, so you will more likely have to look at one of the Asian airlines (?MH) and firstly fly to their hub. Do you still have to quarantine on arrival in Hong Kong?