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

 

[MJHoops]

At this point, I had reached the end of my tether, having spent ~20 hours on the phone to Qantas. I am somewhat ashamed at what I did next

Desperate times call for desperate measures

Monday morning I see the email and PDF in my inbox with the 081 ticket numbers, so the request she put through was obviously sorted out

You are a lucky flyer, enjoy your trip

However as your bookings are domestic and all with QF, I would not worry too much until closer to departure. If you want them earlier you will need to call the airline.

In "normal times" I would agree, but with QF right now I think one has to assume even with domestic flights that if your e-ticket has not arrived within say 72 hours, there is a problem with the ticketing and you are highly unlikely to ever receive a ticket. If your flight date is in school holidays, even if that is 9 months away, good luck with getting them to find a solution when you show up at the airport.

 

[exLXCXFF]

I booked a classic rewards flight with 4 legs across MH and AY. No email confirmation with eticket arrived but they charged my card and points, and flights were all showing as "confirmed" on the QF website as well as MH and AY websites. I was able to choose seats through the RJ website and flights appeared as "Confirmed" everywhere, including on CMT (but again with no ticket number). Although I'd read stories on here about people's flights disappearing without the etickets, I figured I'd wait and see as this was just a backup booking for a rewards JAL flight to Europe that I'm expecting will get cancelled.

I am just jumping on this in the hope it will help others. As per my other thread on CMT vs AY eTicket, QF had not reissued my eTicket with a AY131 HEL - SIN leg after AY amended the departure time. I never realized this because AY sent me the "old" eTicket that is unchanged. I had to call QFF to reissue my ticket otherwise I would have showed up at the airport and there was no flight.

Hence, I would recommend for anyone having booked AY131 before the schedule change by AY to check in CMT whether you actually have an eTicket for that leg, and if not, call QFF now. This probably also applies to the BKK/Japan flights by AY (in case they still run and timing was changed).

 

[Poombear]

This issue is probably my no1 rule when dealing with QF and partner awards. Always ensure you get an updated e-ticket even if it’s only as minor as a time change you need an e-ticket reflecting the updates. This is particularly important if the partner airline is QR or CX they will remove the award if it’s not ticketed in a matter of hours in some cases but usually within 3 days. Your CX flight was removed because the booking wasn’t ticketed you’ll have to fight it out with cs. Just keep calling until you get someone remotely competent who is able to help don’t wait for them to fix it.

Ok update so after asking Qantas to request Cathay to reinstate my original flights, they have finally reappeared under my bookings! The status of both are marked as waitlisted. Anyone have rough ideas of my chances of ticketing, and how long it takes?

 

[There'sOnlyOneJimmy]

Ok update so after asking Qantas to request Cathay to reinstate my original flights, they have finally reappeared under my bookings! The status of both are marked as waitlisted. Anyone have rough ideas of my chances of ticketing, and how long it takes?

I had some seats waitlisted with Finnair recently for about 3 weeks. Then it took a few more days for the Itinerary to be ticketed.
But Cathay is not Finnair…

 

[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

Can anyone advise on this? Thanks

 

[pyffii]

Can anyone advise on this? Thanks

Just tell your family friend who is platinum to tell QF that they are the travel arranger for you and let them make the arrangements and all will be ok...Make sure you have all the details available including FF and Pin....Recently helped my daughter out and had no issues with Hobart

 

[squid01]

Just tell your family friend who is platinum to tell QF that they are the travel arranger for you and let them make the arrangements and all will be ok...Make sure you have all the details available including FF and Pin....Recently helped my daughter out and had no issues with Hobart

It is to sort out some flight cancellations on a very complex OWCA booking, so will proabbly take some time. I don't want to push it by having the friend do all the talking for me. He will just get them on the line then pass over to me after explaining the situation.

But I was more referring to what time of day is best for him to call to reach Hobart?

 

[levelnine]

But I was more referring to what time of day is best for him to call to reach Hobart?

No one has enough evidence to make a confident guess (we're all dealing with anecdote) and the availability of call agents varies dramatically from day to day (ie bad weather leading to cancellations will blow out call waiting times for everyone), but your best bet is early in the day on a day other than Monday.

 

[kookaburra75]

Just an update - my experience hasn't been as positive as I would have liked.

When I tried to update our seats this morning, it wasn't allowing me to change two of the flights. Looking at the booking through CheckMyTrip, the status for two of the legs is showing as 'Pending', rather than 'Confirmed'. I called again this morning, and they will follow it up with the relevant department. I'll see how we go. We still have plenty of time (until Oct), and the correct class is showing on the bookings (U), so I'm not too stressed about it.

And a final update to my experience, which has been resolved.

I called again last week, and got through to Hobart - all previous calls had been other call centres. The person looked at my booking and identified that we had been put on a wait list for business class seats, but on aircraft that didn't have business class - there are a couple of B717 on the CBR-BNE legs that are economy seating only. I was ok with that option, as the times were a lot better than having to wait 5 hours in Brisbane between flights, and getting in late into Cairns, and losing most of the day.

That all got sorted, and we've been refunded the difference in points for the two legs where we will be in Y rather than J. All good, and now we're locked in.

 

[RooFlyer]

And a final update to my experience, which has been resolved.

I called again last week, and got through to Hobart - all previous calls had been other call centres. The person looked at my booking and identified that we had been put on a wait list for business class seats, but on aircraft that didn't have business class - there are a couple of B717 on the CBR-BNE legs that are economy seating only. I was ok with that option, as the times were a lot better than having to wait 5 hours in Brisbane between flights, and getting in late into Cairns, and losing most of the day.

That all got sorted, and we've been refunded the difference in points for the two legs where we will be in Y rather than J. All good, and now we're locked in.

it’s pretty easy when you get an agent who knows what they’re doing, isn’t it?

 

[squid01]

I have come across the number for the “Qantas VIP services team”. When I call and enter my FF (as bronze) it doesn’t let me through. So assuming this is a number just for platinums?
My family friend who is a platinum is going to try and call and get through to Australia then transfer me into the call to resolve some complex flight cancellation fixes on a oneworld classic award. Is he best off trying this VIP line or do they not handle flight changes on it? Or just the regular pleb phone number?
The phone number I am referencing ends in 801.

 

[Scr77]

I have come across the number for the “Qantas VIP services team”. When I call and enter my FF (as bronze) it doesn’t let me through. So assuming this is a number just for platinums?
My family friend who is a platinum is going to try and call and get through to Australia then transfer me into the call to resolve some complex flight cancellation fixes on a oneworld classic award. Is he best off trying this VIP line or do they not handle flight changes on it? Or just the regular pleb phone number?
The phone number I am referencing ends in 801.

Doesn’t matter what number you call, you will routed based on your frequent flyer status. Luckily 000 doesn’t work the same way!

 

[flyingfan]

I have come across the number for the “Qantas VIP services team”. When I call and enter my FF (as bronze) it doesn’t let me through. So assuming this is a number just for platinums?
My family friend who is a platinum is going to try and call and get through to Australia then transfer me into the call to resolve some complex flight cancellation fixes on a oneworld classic award. Is he best off trying this VIP line or do they not handle flight changes on it? Or just the regular pleb phone number?
The phone number I am referencing ends in 801.

AFAIK that number is only for Platinum One. Platinums won't be able to use it.

 

[eminere]

Anyone know the operating hours of the local Australian call centre?

 

[Port Power]

Anyone know the operating hours of the local Australian call centre?

Up thread, IIRC, Hobart hours are 7:00am to 11:00pm. Not that we are always answered by HBA during those hours.

 

[encryptededdy]

Just made my first call to Qantas as a Platinum (not sure if this is a good, bad, or sad thing). Called at 7:15am hoping to get Hobart, but was answered by Fiji after 2 rings.

I know Qantas wants to reduce call wait times, but tbh I'll happily wait up to 15 minutes for Hobart.

 

[Ktan89]

I just spent 1h 45min huaca this morning.. no luck getting Hobart or Auckland. Got the same SCA a few times. One even said "sir you just got off the phone with me a few minutes ago"

On another note, i just realise this, and it confirms that consultants hang up on people if the enquiry is too hard. If you call up and hang up without saying anything, the consultant will most likely call you back - your number shows up on their screen. It's funny as hell when you get "disconnect" and they don't try calling you back.

 

[Ktan89]

Just made my first call to Qantas as a Platinum (not sure if this is a good, bad, or sad thing). Called at 7:15am hoping to get Hobart, but was answered by Fiji after 2 rings.

I know Qantas wants to reduce call wait times, but tbh I'll happily wait up to 15 minutes for Hobart.

Don't you get access directly to Qantas premium?

I was happy to wait 2-3hours before to speak to someone who knew what they were doing.

 

[RooFlyer]

Don't you get access directly to Qantas premium?

Sadly, access to Hobart by Platinums ha been enhanced by Qantas.

On my recent experience just as likely to get Fiji or SA.

 

[encryptededdy]

Don't you get access directly to Qantas premium?

You would hope so, but unfortunately Platinum these days only guarantees that they pick up the phone quickly and the ability to enter the lottery to get Hobart.