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

 

[yaksha98]

Leave complimentary feedback via the customer care form?

https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html#

Also, might be worth penning an email to Stephanie Tully and cc the frequent flyer / customer care emails.

Edit: I think this is the CC email: [email protected]

 

[tdimdad]

The sad part is that this might actually be seen negatively by the supervisor. Call centre agents are supposed to keep their call times down, and she might be penalised for not being able to convince the customer to hang up and wait 24 hours for ticketing.

Yeah, the call time KPI's and the likes may overrule here. Which is sad in a case where - for once - a staff member cares to ensure things go right even when the average or individual call time blows out. My pet peeve are IT service desks with their rapid closure of tickets when you barely got an answer, let alone confirmed it might work. But the stats from Remedy / Now look good...

To the OP, perhaps the feedback needs to focus solely on getting a resolution and avoid any reference to the call time or duration.

 

[ffflyer11]

Cancelled my business class Qatar from Canberra to DOH and put me on MEL to DOHA.
qantas expects me to teleport to Melbourne.
God, why do they make it harder to get to Hobart centre. No one else know what they are doing

 

[Viper6]

Cancelled my business class Qatar from Canberra to DOH and put me on MEL to DOHA.
qantas expects me to teleport to Melbourne.
God, why do they make it harder to get to Hobart centre. No one else know what they are doing

This just happened to me as well except the other way round. Doha to Canberra cancelled, it is now Doha to Melbourne.

I assume I need to call and ask them to reticket?

And now a huge hassle of cancelling Canberra Hotel, business class flight from Canberra to Brisbane the next day. And then rebook in a Melbourne Hotel and try find a Melbourne to Brisbane flight in Business Class which is now non existent.

 

[Port Power]

This just happened to me as well except the other way round. Doha to Canberra cancelled, it is now Doha to Melbourne.

I assume I need to call and ask them to reticket?

And now a huge hassle of cancelling Canberra Hotel, business class flight from Canberra to Brisbane the next day. And then rebook in a Melbourne Hotel and try find a Melbourne to Brisbane flight in Business Class which is now non existent.

Cancelled my business class Qatar from Canberra to DOH and put me on MEL to DOHA.
qantas expects me to teleport to Melbourne.
God, why do they make it harder to get to Hobart centre. No one else know what they are doing

If you have both paid Qantas for CBR-MEL or vise versa, then QF must offer you a flight to complete the itinerary. Unfortunately it means the dreaded call centre, hoping to reach HBA or AKL, or Manila at the very least.

 

[ffflyer11]

If you have both paid Qantas for CBR-MEL or vise versa, then QF must offer you a flight to complete the itinerary. Unfortunately it means the dreaded call centre, hoping to reach HBA or AKL, or Manilla at the very least.

Our booking was from Canberra with Qatar airways (this was a new service Qatar started and I think they probably dropped it). Now there are no Qantas domestic flights Canberra to Melbourne....I know supervisor has authority to open extra reward seats but these dreaded call centers do not understand. I was so looking forward to Qatar airways business... I will keep fighting to get me a domestic flight.

 

[Viper6]

If you have both paid Qantas for CBR-MEL or vise versa, then QF must offer you a flight to complete the itinerary. Unfortunately it means the dreaded call centre, hoping to reach HBA or AKL, or Manilla at the very least.

It was a classic rewards business class booking from Doha to Canberra (via short stopover in Melbourne with the same plane). Now they have cancelled the onward flight to Canberra, are you saying Qantas should still offer me a free ticket to go get to Canberra from Melbourne?

 

[Port Power]

It was a classic rewards business class booking from Doha to Canberra (via short stopover in Melbourne with the same plane). Now they have cancelled the onward flight to Canberra, are you saying Qantas should still offer me a free ticket to go get to Canberra from Melbourne?

Yes, I am. Not offer you "a free ticket" but put you on a flight to complete your journey. You booked through QF for DOH-CBR. QR deleting the MEL-CBR leg does not negate your itinerary from being completed with a replacement QF flight. I wouldn't quibble over a J seat for such a short flight, but I would insist on a replacement flight. Even MEL-SYD-CBR if necessary.

 

[Ktan89]

Is that the case though? Normally these flights have the * saying Subject to government approval or something along those lines.

If you still have QR to Melb (or vice versa), I would call up and get QF to issue a reticket asap! Incase this leg drops off.

 

[djkelly69]

Normally these flights have the * saying Subject to government approval or something along those lines.

Technically CBR<>DOH was restarting an old route after Covid rather than being a new one (although I think the flight previously made the technical stop in SYD rather than MEL).

 

[ffflyer11]

They called me to say they can only only refund the ticket if I want CBR- MEL as they can't find any reward seats. 2 agents spoken, none from Hobart so far... I wish there was a direct number to Hobart - I will gladly wait 2 hours to get through to Hobart rather than speak to agents who don't understand the customer...

 

[encryptededdy]

I'm actually not sure if even Hobart would open award space on QF to fix change at the fault of QR.

 

[ffflyer11]

I'm actually not sure if even Hobart would open award space on QF to fix change at the fault of QR.

I have previously had an international flight with Emirates booked through QF. I called to change my domestic departure airport. Hobart opened up an award seat for me which wasn't available...

 

[ffflyer11]

Regardless should we expect a refund of any sort? I paid 139,200 points + $650 in taxes for QR business flight from CBR to KHI.

 

[Port Power]

Regardless should we expect a refund of any sort? I paid 139,200 points + $650 in taxes for QR business flight from CBR to KHI.

You would have paid a little bit paid for the extra landing at CBR.

 

[stranded]

Same MEL termination, instead of CBR, here, only 4 days prior to departure. The upcoming LWE has made CBR->MEL costly $410x2, plus MEL accommodation is required for the return trip. What next make the end stop DOH? No assistance from Qatar airways, or Qantas. Both highlight the use of points means there are no options, aside from cancellation. 3rd class customer apparently.

 

[djkelly69]

Sorry for the ET link but article posted today about Qatar 'delaying' the restart of flights to CBR due to operational reasons.

Most relevantly:

“All passengers will be provided with alternative travel arrangements and will be assisted to ensure smooth onward connections to their final destination.”​

 

[Viper6]

Been placed on hold twice this afternoon while contact centre call ticketing for reissue of a ticket because of this QR flight change (cancellation of DOH->CBR), and both calls disconnected after more than 20+ minutes. SO MAD.

Edit: 3rd call when silent went silent while waiting on hold.

On to 4th call now, worst agent so far and back on hold again.

5th call was sorted.... updated ticket has come through.

 

[ffflyer11]

Thank goodness. Gert from Manilla call center, opened QF flight CBR to MEL so I can take the Qatar flight out.
Waiting for ticket to come through now....

 

[Port Power]

Been placed on hold twice this afternoon while contact centre call ticketing for reissue of a ticket because of this QR flight change (cancellation of DOH->CBR), and both calls disconnected after more than 20+ minutes. SO MAD.

Edit: 3rd call when silent went silent while waiting on hold.

On to 4th call now, worst agent so far and back on hold again.

Does it need reticketing? You are still on the same flight on the existing ticket.

Now to find someone you can quote today’s news article to for the connecting flight! I hope you find a “Gert“. Manila is a ticketing centre fortunately.